Friday, December 08, 2006
'Tis The Season
To lose business. Yep, we lost business this week. Six customers in all. And they all had the same reason for canceling our service. Simply put, they weren't satisfied.
Not being satisfied is a dirty phrase at Two Maids & A Mop. Nothing else triggers a bigger reaction. So our reaction was to conduct an investigation into each of the six cases. The investigation didn't take long to conclude because there was one common theme.
Our customers weren't satisfied because we kept making the same mistakes over and over again. Fair enough. So went dove into each of the customers files. And we found another common theme. Only one of the six customers had ever contributed feedback. And the one customer that did contribute feedback provided nothing but positive feedback. In fact, her most recent cleaning was rated a 10. In other words, we thought that she was completely satisfied. Her response, "I didn't want to get anybody in trouble".
But you did. We lost your business. Which means we have less work for our employees. Which means that our employees make less money.
The moral of the story. We desperately need your feedback. Your feedback is what makes us different. Your feedback is what makes us better. Without it, we're just like everybody else.
If you don't plan on providing feedback, you should cancel our service. Because we're not worth what you're paying us. Because we can't provide a better service without your help.
I know it's hard. I know you don't have time. But you're paying a premium for our services. There's only one way to make sure that we provide a value for that premium.
Feedback. Feedback. Feedback.
Keep us informed. Let us know what we're doing wrong. Let us show you why we are better than other cleaning services. Let us show you that we care more than anybody else that you'll ever hire.
Please. Because losing your business stinks.