Success Story – How We Recover From A Mistake (Customer Letter)

ServiceMaster Clean our Commitment to Quality.

We’d love if all of our jobs went perfectly, but unfortunately there are frequently complications. Recently our exterior technicians attempted to access a series of dryer vents in a unit of a townhouse complex. It was pouring rain and they tracked some mud onto a customer’s staircase. In an ideal world, this should not have happened, but it did. Unsurprisingly she was upset. The customer called her property manager to complain, who then called us. Obviously, this was unacceptable, and we really believe in keeping our customers happy. We then turned quickly to a solution.

Upon hearing of our error, the two technicians returned to the customer’s unit and apologized. Next, we scheduled a carpet cleaning for her entire house. We received this email a few days later.

Hi Peter

I am writing to thank you for the exceptional service you provided to me following the problem with my mud stained carpets on the day that the dryer vents were cleaned at XXXXX in Port Coquitlam.

That day, the weather couldn’t have been worse and you were very proactive in resolving my problem with the carpets. ServiceMaster came on the following day and the carpets are clean again. Here again, the service was excellent, the technician was efficient and so pleasant, and I am a very happy!

It is very rare these days to find a company that truly looks after their customers with the courtesy and professionalism that you displayed that day under difficult circumstances. Thank you for looking after me.

Please forward my message to your company manager so that he/she is aware of the exceptional manner in which you represent the company that you work for. Your actions and problem solving skills are the reason your company has gained a new customer. I will be calling ServiceMaster in the future for my carpet cleaning needs.

Kindest Regards,

While the carpet should never have been dirtied in the first place, it is our commitment to fix the problems we created and keep the customer happy.