Helping Radhika with her Office Cleaning Being in a customer facing home & office cleaning business comes with its own set of challenges and fulfilling experiences. We have always maintained that cleaning is a highly intimate business, since we clean your personal spaces – might that be your bedroom or your cabin at work. While our friends at facility management do business with your administration departments, Mr. Homecare often speaks directly to the CEOs before cleaning up small & medium offices across the city. And that means the need to be prompt and pay attention to detail. Radhika called us for a cleaning session For her office in Lower Parel (Mumbai), we are grateful she chose us for a cleaning session, and called us up on a busy weekday morning. We understood her requirements and asked for time till afternoon to get back to her with a quotation. It is our Communications team which tackles all requests and schedules a call so our customers don’t have to wait for this essential information. Alas, we skipped this one out. Radhika had to call us again, later that day It was no ordinary Friday for our team, because the volume of calls was unusually high. there is only so much a scrawny & well meaning team of 3 can do. But that is no reason for our customers to go through a hassle. Unfortunately, having missed getting back to her, Radhika had to call us again to remind us. And things went further south from there. Misplaced her number ?? In our morning rush, we had misplaced her phone number, thus not allowing us to call her in time. Though there many ways to explain the delay to a customer, at Mr. Homecare, we believe in being honest and transparent. Since that was the reason for delay, that’s exactly what we informed her. Quite understandably, she was upset and preferred to post the same on our Facebook page. We are thankful that she did so, instead of sharing it on her own profile, since that allowed us to act on what we did wrong. Swift, Unrelenting Action The Facebook post caught the eye of our customer service hawks, who made an almost immediate call to Radhika, within a minute of her posting on our Facebook page. We expressed sincere apologies and sought to understand what had happened. Within minutes, our Communications team worked on getting her quotation together and emailed it across to her. Whether she has been happy with the cleaning service is material fit for another story. Lesson Learnt Radhika is an amazing prospective customer, because she reached out to us when she was upset. We are humans too, and there are times when we mess up badly. However, we owe our growth to our patrons, who have held us by the hands and got us where we are. We like talking to you when you’re happy with our work. We LOVE talking to you when you are not, for that is when we learn our lessons. And if we do not know what mistakes we have made and how we have made you feel, how would be fix the loopholes? Thank you for your kind support, Radhika.