Home Cleaning for Atul Nayak

When it comes to the home cleaning business, turnaround tales are a plenty. With a service that’s so intimate and focused on human capital, companies are bound to make mistakes. Customers cannot have the generosity to forgive our errors so easily, it would be unfair to expect this out of them. Winners stand apart from the crowd by managing breathtaking service recoveries. It takes ten good cleanups to win a customer’s trust, yet only a single one to break it. How do you think we fare on this chart?

Not exactly pleased with home cleaning

Atul and Mr. Homecare did not really start off on a good note. We underestimated the scope of work and sent across a team that was well equipped, but short staffed. They were brave and decided to tackle the overwhelming load. However, it is always risky to have a smaller team managing a larger cleanup. Atul was not pleased.

We set to action

He was a persistent customer, and we were good listeners. On realizing that we were majorly goofing up this home cleaning session, an additional team was dispatched. This team was adequately equipped to conduct a happy cleanup. We crossed our fingers and hoped for a good turnaround. Who likes unhappy customers? Even unhappy customers do not like being unhappy.

Turnaround successful

At Mr. Homecare and Hammer and Mop, we focus on communicating the value of our work to our front line teams. They need to know that their work matters, and it helps make this world a cleaner space. Dignity of labor has been a consistent issue in our part of the world, and ensuring our teams are respected plays a major role in retaining them. Our cleaning teams love their work, and that shows when they are cleaning our place up.

Atul noted their honest smiles and willingness to pitch in their best effort. Were we flawless in execution? Did we not miss any of the corners? We probably missed a many, but also graciously fixed our errors on having them pointed out. Being a delightful customer, Atul points out the hard work put in by Ashish and Baby on the field, and our team leader Kamlakar as well. He acknowledges the prompt coordination by Nasreen from the Communications’ team and we’re super happy he noted down everyone’s names.
Thank you for your patience with us, Atul. We owe you one!