Top 7 Complaints of Clients about General Cleaning And How to Avoid Them

General cleaning — this is a service that promises full renewal of the space. However, expectations of clients often do not coincide with the results, and this becomes the reason for complaints. Understanding widespread claims helps not only to improve the quality of service but also to increase the level of trust in the company. In this article, we will examine the top 7 complaints of clients about apartment deep cleaning services and ways to avoid them. 

1. Missed Areas 

One of the most frequent complaints is missed areas during cleaning. Clients notice that dust remained under furniture, on baseboards, ventilation grilles, or in corners of the ceiling. How to avoid: - Make a detailed checklist with zones and tasks before the start of work. - Conduct final inspection by checklist before departure. - Train employees to use flashlights or ultraviolet lamps to detect contamination in hard-to-reach places. 

2. Bad Communication 

Clients complain about the absence of feedback, inaccuracies in information about the time of arrival, duration of work, or the list of performed tasks. 

How to avoid: 

• Confirm order in writing (email/SMS), including list of services and schedule 
• Use automatic notifications about arrival and completion of cleaning. 
• Assign a coordinator who will maintain contact with the client during the whole process.

 3. Damage To Property

Sometimes, after cleaning, clients discover scratches on furniture, damaged floors, or spoiled coverings. 

How to avoid: 

• Conduct training of staff in the careful handling of delicate surfaces. 
• Use only approved products and tools. - Protect sensitive areas (for example, wooden floor — with rugs, furniture — with special film). 
• Take photos “before” and “after” in order to confirm the absence of damage from the cleaning team, if necessary. 

4. Smells From Chemicals 

Some clients complain about the strong smell of detergents, which remains in the room for several hours or even days after cleaning.

 How to avoid:

• Use eco-friendly, hypoallergenic, and odorless products upon request.
• Offer to air the room for 1-2 hours after it's cleaned. 
• Allow clients to choose the preferred type of cleaning products before the start of cleaning. 

5. Poor Quality Of Cleaning

Sometimes cleaning is performed formally: dust is wiped only in visible places, floors are washed not completely, and stains on tiles remain. 

How to avoid: 

• Implement a system of quality control: senior employees must check work before delivery.
• Record client feedback in CRM and analyze repeats. 
• Regularly train staff in new methods and technologies of cleaning. 

6. Unpunctuality

Delay of arrival of cleaners or their leaving earlier than the agreed time causes dissatisfaction, especially if the client has freed a day in advance for the receiving team.

 How to avoid: 

• Maintain an accurate schedule and notify in advance about any changes. 
• Take into account time for traffic and other force majeure in the schedule. 
• Implement GPS control of employee arrival and notifications for a client in real time. 

7. Hidden Extra Charges

 Many clients complain about unexpected extra charges, for example, for window washing, mold removal, or oven cleaning, about which nothing was said at the order. 

How to avoid: 

• Provide a transparent price list with a clear description of included and additional services. - Before the start of work, agree on all paid options in writing.
• Train staff never to perform additional services without written confirmation from the client. 

To Wrap Up

Deep cleaning — this is a service that requires special attention to detail, transparency, and constant feedback with the client. Avoidance of widespread complaints — this is not only a question of reputation, but also key to the long-term growth of the business. Surpass the expectations of the client, and he not only will return himself, but also will recommend you to friends.