“You are deceiving people!”; “I will never buy from you again!” – Familiar words? Any cleaning businessman has faced negativity – both in real life and on the Internet. Today we will give 11 tips to handle Criticism from Your Cleaning Customers.

1. Exhale

 Well, seriously: never speak or write in a rush, otherwise you can break firewood. It is clear that the first reaction to unfair criticism is anger. You want to argue with the cleaning client, perhaps throw out the negative in response. This is absolutely normal. The trouble is that under the influence of emotions, you can say too much and make worse the situation. So take a breath and Count to 10. Go into another room; get out from behind the computer. When you calm down a little, remember again what you were told and think it over properly. With a cool head, you will see that the criticism is largely fair. If not, figure out how you can adequately answer.

2. Relax

Remind yourself that there are no perfect people. The more successful you are, the more criticism you will have to hear in your address, and the more there will be haters among competitors and dissatisfaction among cleaning clients. This is pure mathematics: out of 1000 people there will be more critics than out of 10.

3. Admit mistakes if they really are

 A bad experience is also an experience. Only through mistakes do we become better – if, of course, we draw the right conclusions and do not repeat previous mistakes. And in general, who does not make mistakes, he does nothing! If you read the biographies of successful businessmen, in addition to victories, there will also be defeats. And of course, there will be those who are dissatisfied, and who are full of poison – where would we be without them.

4. Ask for clarification

Even if everything is clear in principle, ask the cleaning client again if you understood him that way. It is enough just to repeat his words and add. You can also develop the topic deeper. For example, if a cleaning client does not like a particular cleaning service, specify what exactly the complaints are about: quality, price, delivery, service. If he complained about poor cleaning service, ask which employee worked with him and what exactly he was rude about. 

5. Do not fall for provocations

If they deliberately want to offend – do not get angry, the troll only achieves this. These guys feed on other people’s emotions; there is nothing more pleasant for them than to hurt a person. So let’s not bring him such joy! If you see that the conversation has reached a dead end, just end it. You can finally say something beautiful. Be prepared for the fact that they will not give up and continue to criticize: he does not want to give up so easily! But remember: when you leave. Let him continue, your peace of mind is dearer to you. On the Internet, everything is even simpler: you can simply delete reviews and comments with insults, and block their author. Nobody will say a word!

6. Try to solve the matter peacefully

With trolls, everything is clear – ignore or ban button, but what about the dissatisfied? Even if the cleaning client could not answer your logical questions, still do not end the conversation with negativity. We understand that a lot of unpleasant words about the mental and moral development of the cleaning client are spinning in the language, but do not stoop to his level. Just end the conversation: say goodbye and thank you for your feedback.

7. Remember about the audience: they are all your potential customers

 Try to create a decent impression of yourself: don’t be rude, don’t snap, and don’t behave like an offended guy. The people will definitely appreciate it, understand who is right here, and will be on your side. You’re better off, by the way.

8. Stand up for the complainant

Take it and imagine yourself in his place. Did you receive a poor-quality cleaning service, was sent another booked service instead of one, took more money than they promised at first? It’s not good, so why can’t your cleaning client express his anger and be completely fair!

9. Apologize and thank you! 

There is a great book that tells the ideal algorithm for responding to criticism: first thank, then apologize, promise to take measures to punish the guilty, correct the mistake and report to the dissatisfied cleaning client. And, of course, draw conclusions for the future!

10. Answer with heart

 Template answers as a blueprint – this is not good. The cleaning client may get the impression that a bot is talking to him, and not a person. Always answer yourself or has the sales manager (or other employee) to do it. Find kind words for each complainer, treat him like a human being – and the hearts of your critics will be softened.

11. Butter up the client

Give him a discount, gift certificate; free cleaning service – any goodies to make compensation. Do not worry, you will not lose much from this, but you will gain more – the loyalty and goodwill of a cleaning company. It is possible that he will tell his friends and relatives about your cleaning company. 

Conclusion

We repeat once again: it is not a shame to make a mistake and receive well-deserved criticism. It is a shame to cowardly keep silent, delete negative reviews, block their author and continue to work as if nothing had happened. Have the courage to adequately answer, and if the criticism was unfair, to adequately end an unproductive conversation. Good luck with promotion!