Before we begin, what’s and issue and what’s a complaint?
When it comes to professionals cleaning, there will always be issues coming up. However, these are just that, issues, not complaints. A complaint is when building managers have notified a cleaning service of an issue and it has not been addressed.
Facility service providers must realize that Cleaning Issues come with the cleaning territory. Professional cleaning is inevitably viewed subjectively by building users and managers. There have been many times in my experience where I have toured a facility that I thought had serious cleaning problems and needed a lot more thorough and effective cleaning, only to find that the facility manager was more than happy with the work performed by the custodial workers. And I have encountered just the reverse as well.
It does not matter how well trained you or your staff are, how thoroughly and effectively the facilities you maintain are cleaned, there are going to be problems. Not only is cleaning subjective, but things happen even with the best of intentions. Since this is the case, we must be very astute in how we handle Cleaning Issues, whether a building user, manager, or supervisor—and it all starts with a thank you.
The fact that a manager or supervisor brings as insure to your attention means you are part of their team. They want to keep you they just need some specific issue or a situation attended to. It also means that you have been given a chance to rectify the issue. Let’s face it, your employer is likely contacted regularly by people that would love to work at your hotel or organization. By bringing an issue to your attention, they are saying they are going to continue working with you as long as their issues are addressed.
How to Handle a Cleaning Issue
OK, so it’s Monday morning and a complaint has been brought to your attention. Since we know now that we should be grateful for hearing about this, we are more at ease and willing to listen to the reason for the complaint. This is actually the first step in the L.E.A.R.N. behavior process of handling a complaint.
L: Your job, as soon as you get the call, is to listen. This means do not interrupt the customer, manager, or supervisor. In some cases, they may not only have a complaint but may also want to get an issue off their chest, so to speak. Let them talk as long as they need and you just listen.
E: As you listen, empathize. Recently I had a problem with the U.S. Post Office and I decided to call their Help Line to discuss it. The person I spoke with was great and one reason I liked her – and believed my issue would be addressed – is she empathized with me, the E in the L.E.A.R.N. behavior process. She told me how she could see that the issue I was calling about was a problem and in a sense, she could feel my pain. That’s how you have to be as well. Listen, feel their pain, and empathize.
A: Part of demonstrating empathy is making the effort to apologize. You must apologize for the issue, even if you or someone on your staff are not at fault. We do not want to get into an argument with someone. In fact just the opposite is our intention. Apologize and then move on to R in the L.E.A.R.N. behavior process.
R: The R stands for react. Please understand me here because for many of us ‘react” means to counter; to respond with hostility; or to be angry. No, the way we are using the term “react” is to decide to do something: investigate the problem; if necessary, try to see how it happened and how the situation can be avoided in the future. It is important to do something to address the complaint and you should also let your manager or supervisor know what you plan to do.
N: Timing of our reaction is critical; we must do it now. One of the worst things that you can do, that can potently cost you this customer, is to put off addressing their problem. Take care of it now and once corrected or addressed, make sure the customer is aware of the steps you have taken.
The What Ifs of Cleaning Issues
Often when I teach the L.E.A.R.N. behavior process to facility service providers, the first issue they question me about is what if the problem is not our fault, should I still apologize for a situation we did not cause?
Yes. No matter who is to blame or what the issue, apologizing smooth’s the issue over. The manager/supervisor has now contacted you, the issue has been brought to your attention, and as we said earlier, it’s off their chest. If necessary, you can explain later why the issue was not your fault or the fault of the cleaning crew. If possible, do this in person, not over the phone or in an email. If appropriate, with your explanation, let the supervisor/manager know you will help her make sure the problem at hand does not occur again.
The second “what if” involves working with a supervisor who simply cannot be satisfied. What I suggest is to use this unfortunate situation as a learning experience, at least as long as you can. Make your best effort to use the L.E.A.R.N. behavior process no matter how many Cleaning Issues come up and always investigate the situation as we have discussed.
The reality is, facility service provider will at one time or another run into a supervisor or manager that is never happy. Continue to try and work things out. If you believe a termination is right around the corner, let them end the relationship; your job now is to just end it as gracefully and politely as possible.
Ron Segura is president of Segura Associates. His company works with large organizations to streamline their cleaning and building operations so that they function more effectively and efficiently and realize a cost savings. He can be reached through his company website at https://www.seguraassociates.com.
