| rev:text
| - Our old cleaning service folded up a few months ago (too bad... great little mom & pop gig), and we've got guests coming... so went with the big name.
In summary: Cleaners did a very good job. Friendly and detailed. The setup and communication from the office-side of the business sucked.
Submitted a request for quote on the website - which actually nothing more than sending them your phone #. Gotta call later that day (had to restate every detail that I entered in the on-line request... nice) and setup an appt for 12 days later. Requires a credit card to make the appt. Told by first operator that his manager "Matt" would call in the next couple days to confirm. So far, nothing too out of sorts.
4 days go by. No call. So, I call back. Oh yeah, we'll make sure he calls in the next day. 2 more days go by. No call, but I do get an auto-gen email confirming my appointment... FOR THE WRONG day (3 days early). Nice touch on the email that says it's too late to cancel :-). Send an email to "Matt" (address listed in the notification). No response to this day.
Next day, call back again. Third operator says, no it's fine and scheduled as planned. I shouldn't have received that notice, but "my manager will call you in the next 24hrs to confirm/finalize. Operator also gives a window of 8a-1p for cleaning. OK. No call from manager, of course - but by now, not expecting. Figured if they show up, it's cool.
Cleaning day. Cleaners show up at 10a - pleasant, professional, and get right to work.
Quoted 235 for one-time cleaning. 2250 sq ft, 4 br, 2ba. One of the rooms had too much clutter, so I told them to just skip it - one less room, whatever. Received a call after about 60% of house was done (from a wonderfully UNpleasant and terse woman). The job is gonna take a couple hours more than estimated. Total will now be 317. Inquired as to the reason... no explanation... started throwing out plausible ones myself... Maybe just too dirty? Yep. She jumped on that one. Fine, whatever. Probably legit and not worth the hassle of having do 3/4 of the job and leave...
The cleaning work was done very, very well. Tipped the maids 20 a piece.
The communication was a piss poor, at best.
Might very well, but just me, but it seems logical that people who pay for cleaning services are either lazy or busy or both. In either case, what we're looking for is convenience. I don't want to deal with it, so I pay to make life easy. The hassle and noise around what was otherwise a fabulous cleaning job ensures that I'll look elsewhere next time.
It defeats the value proposition if I have to make 3 phone calls, email, and keep think about whether or not anything's happening... and then to be patronized by an terse operator (who ostensibly works in customer service)... Nah. I think there's better out there at that rate.
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3/21 - Matt, thank for your comment. I hope you are sincere in your intentions, but given your need to deflect and somehow imply that the communication issues were tied to me trying to contact you (who is too busy to follow thru on commitments), I'm not holding out too much hope :-(.
Let me clarify for you:
- At no point did I try to contact you, individually - just your business - seriously, dude - I have no clue who you are :-).
- Your call center personnel repeatedly told me that you (by name) would call to confirm. I did not request any contact at all. Your company set expectations on your behalf - and neither you, nor anyone on your behalf followed through on the simple commitment.
- Your notice sent out to confirm the wrong date has a link to email you if there are any questions/concerns. As your call center was closed when I received the email, I chose to hit the link. I was following the instructions provided by your business - I suppose it is on the customer to figure out that the link to ask questions isn't the way to get questions answered?
- Glad to hear the business is growing - but I think if you wanna advertise personal service by having your name all over the place and having your call center people commit you by name, maybe you should put your "very busy man" disclaimer on the website. Maybe I should've just divined that little nugget, but I guess my clairvoyance was on the fritz that day.
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