Had do you handle or treat reservices? Do you give them priority or work them in when your in the area? KS.
They get MEDIUM priority with us. I try to handle them asap but not before the paying customers. I just reassure them that I'll get to them but that I am usually booked out a week or two. If you just communicate right away it will solve most. But in the case of a severe problem I ride out right away and solve the problem. Some you cannot and should not put of.
I try to beat them to the punch if I know they are super picky or have areas of concern. If I have a super picky customer I ask them to check each room before I move on to the next. If I have an area of concern I will try to leave a small block of time open the next day or sometime soon if I suspect I'll need to come back. I rarely have redo's. Not because I think I'm super awesome or anything, I just try to feel people out and do the extra stuff I know they are gonna ask me to do anyway (even when I know it's not necessary or I really don't want to). When a redo does come along I try my best to make the customer feel at ease about it because they are expecting me to be combative about it. Usually a friendly attitude disarms them and everything works out, even if I am really hot under the collar!
Just get back there as fast as you can and take care of the problem, referral heaven.... even if it's not your fault!!!
We also rarely have re-cleans but when we do they are taken care of asap since they have already paid. I like them to feel just as important after the sale as before the sale. Most of the time they even add more paying work on re-cleans.
Sometimes redo's are just unavoidable. How would you know that 2 years ago someone spilled coffee in the living room? Then 2 days after you clean it the customer calls because there is a huge brown stain in the middle of the room. I just tell them if they need to call me for anything, it's part of the service they already paid for.
ASAP, I'm truly glad they called, at least they gave us a chance to touch up any spots that they are concerned about. I would much rather have them call to ask for a touch up, than for them to call someone else next time.
I have been known to go out at night as soon as they call as I can't sleep otherwise, some are expectaions which I think is down to me not spelling out exactly what can be done or I've educated the wife and when the husband comes home it's lost in translation, I also offer a money back guarantee (within reason) but have never had to use it in 8 years of doing so. Like you say recommend city. Shaun
We rarely have redos, only 1 in the last year. But, we like to get it dones ASAP. It is usually something small that can be taken care of quickly, so just DO IT!
