MAID TO ORDER

"Re: Miscommunication with [Member Name Removed] and his roommate We strive to always go the extra mile for all our customers. [Member Name Removed]'s positive response immediately after the cleaning made me think we had done this with him. Over the past 25 plus years that I’ve been cleaning homes and businesses, I’ve discovered that most complaints stem from a lack of communication. Therefore, I try to spend whatever time is necessary before the cleaning, explaining what we are and are not doing and what we can and cannot promise our customers. Our job is to do whatever the customer requests; therefore, the more time we spend talking about the details beforehand, the happier the customer is afterwards. [Removed Member Name]’s cleaning was six months ago, so I went back and re-read every single email we shared. All communication between [Member Name Removed] and me was via email, which in this case made it very easy to review the details. After [Removed Member Name]’s cleaning, he went out of his way to send me an email saying that things "looked good," to use [Member Name Removed]'s exact words on August 6, 2015, Then 10 days later, his roommate emailed me saying that he wasn’t happy. His roommate stated that he expected a more in-depth cleaning. The roommate said that he expected “the woodwork around the bottom trim where it meets the trim around the doors,” to be washed and that the blinds still looked dirty. I explained to him that [Member Name Removed] hadn’t hired us to wash those items. Backing up to the beginning, [Member Name Removed] initially approached me saying that he had received a $200 deep cleaning quote and asked if I could beat or match that price. I said that I could not do the job for that price. I told him that if someone out there could deep clean his large house for $200, he should use that provider. He said he still wanted to use us and asked what we could do for $200. I said that I needed to see the house before I could answer that. After I saw the house, I explained that in addition to a normal general cleaning, we could feather-dust the blinds, baseboards, door inserts, and ceiling fans, and that this would be a good start to a deep cleaning. I explained that he had caked-on dirt on all the white blinds, baseboards and doors and that to clean them properly would cost well over $200. Since [Member Name Removed] wanted to keep the cost low, I said that feather-dusting would be a logical start, and then if he wanted more, we could wash them for an additional charge. I asked him all the standard questions, such as if he wanted the kitchen cabinets washed, if he wanted the oven cleaned, if he wanted the doors washed, etc. I tried to erase any possible means of miscommunication. We had come to an agreement on every little detail. What I see as the real issue here is that the two men didn’t communicate with each other about what services were and were not being requested. Back at the time, I felt that [Member Name Removed] was happy with our service after we cleaned. I didn’t ever get anything from [Member Name Removed] saying anything different. I thought the roommate was fine also once I explained that the complaints he had were not areas we were hired to wash. I’m baffled that now--six months later-- [Removed Member Name] has given us a negative review. I will be contacting him to try to work this out. I just wanted to post my response here first. If anyone cares to review our email exchanges so that you can make your own conclusion, just contact me at [email protected] or (918)-628-1547. Most sincerely, Heidi Huff Owner of Maid to Order Cleaning Company"