The Cleaning Authority

Client has been with us for about five years, and yes we do have to increase prices to keep pace with our rising employee wages. Every one and a half to two years we do a modest 3-4% increase, and in this families case, their cost per clean has increased by
three dollars at three different times. I would challenge that the service is getting worse, as we do random inspections every day, and stand by our 'Satisfaction Guarantee' , asking our clients to contact us if there is ever anything unsatisfactory. We have not heard from this family since early 2016, when the Team missed and upstairs guest bathroom. I was not making excuses, just letting the family know that our late arrival was because of having to close for the snow storm in Charlotte on Monday, and with their clean scheduled on Tuesday, we still had employees not able to make it into work. We tried very hard to still get to everyone on the schedule, and understand that arriving late does not work for many families, but sometime we are still able to clean. I called a couple days later, to offer a reschedule, but that was not acceptable to the family and they expected me to take someone else off the schedule to better accommodate them, and we just don't do that. We have not taken on too many customers, but we do have weather issues, staffing issues, and Holidays from time to time that require our clients to have some understanding and flexibility, just as we do when they need to reschedule for family or home repair issues that they encounter. Rescheduling is always going to be part of this business, and we try very hard to find a solution that works for both parties, I'm sorry I couldn't do that in this case.