Its not very often that we at Wash Rite gets any sort of complaint but we have gotten 2 in the past month so i thought i would go through the two complaints and run through how we handled it and what we done about the two complaints.
The first one come through our website www.washrite.co.nz and was about how one of our service's vehicles left a tyre mark on the clients grass.
When we received the complaint the first thing we did was call the client and tell them we will be out there straight away which they seemed happy to hear. On the way to the clients address i went via my house and grabbed a bad of grass seed i had in my garage and went to see the client.
Upon arriving i could see what the client was talking about. It seems the service vehicle went of the end of the driveway and the tyre made a mark due to the ground been wet due to a large amount of recent rain. I grabbed the bag of grass seed out of my truck re seeded it and the client was happy. Problem solved.
The second complaint come via phone and from the time i picked up the phone call a lady started to scream, swear and hell at me, After a minute or two i gathered what her complaint was about. It seemed that we did a roof clean on the house next door to her house, These two houses are joined and share a common wall, The job was done about 1 year ago or so. We went back 3 months after the job and took a picture and you could tell a massive difference between her roof been uncleaned and our clients roof now clean. Our out sourced social media company uploaded the picture to our Facebook account and the lady who's roof was not cleaned was very very unhappy that the picture made her house look bad. She was also unhappy about the comment the social media company put with the picture, " One roof cleaned the other owner did not want there's cleaned" or something very close to that. Needless she was unhappy and she wanted any reference to her taken down ,
What we did with this complaint was is to email our out sourced social media company asking to remove any reference to her which they did within 15 minutes, I also emailed the lady complaining to offer a free roof clean / treatment which she agreed to but have not herd from her to book it in. Now this is the best or worst part which ever way you see it. I believe she has complained to the New Zealand Advertising complaints authority about the post.
Now with these two complaints i believe we done everything we could to keep both party's happy, one of them where happy and one was not. So the moral of this story is you cant keep everyone happy all the time.
Thanks
Troy Hillard
Wash Rite - House Wash
This is really an excellent blog as well as its content.
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