A regular cleaning client was upset after her final clean, and the owner made the whole visit free
The client wanted to keep her price at a set amount, but the team could never get through the whole home in that time. After the final clean she was very upset and wasn't going to book again. The owner's managers debated how much to give back. The owner chose to make the whole visit free, so the client would leave feeling at least neutral and they could part on good terms.
“She needs to feel heard. She needs to feel seen”
Host of the show and owner of a residential cleaning company, Filthy Rich Cleaners (opens in a new tab), posted . Retold in our words; names left out of our retelling. Published here .
The ready-to-send reply for this: Reply to a complaint about a clean that looks fine
Step-by-step guide: Write a calm, firm reply to an angry customer email
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