Client Exit Diagnostic This form is designed to help us understand the reasons behind a client’s decision to discontinue our services. Please fill out each section thoroughly to aid in our internal review and improvement processes. Client Name:(Required) First Last Frequency(Required)WeeklyBi-weeklyMonthlyEvery 6 weeksDate of Last Service:(Required) MM slash DD slash YYYY Length of Service:(Required)Annual Loss of Revenue:(Required)Reasons given for cancellation by client:(Required)Internal AnalysisReview Communication Logs (Dialpad calls, Missive emails/messages, Maid Central scorecards and profile). 1. Operations Communication and Response Time Evaluation | | Summarize the nature and frequency of the communication. | | Pay close attention to the admin team responses or lack of. Was the response time appropriate (less than 2 hrs) and were all client issues addressed by members of the operations,meaning we offered the right solutions? | | Did we offer other options to client to stay with us?(Required)A. Quality of Customer Service DeliveredAsk yourself if you would pay for the service if you were in the clients shoes with the customer service experience that was delivered by our admin team? | | Based on our Customer service expectations Rate the quality of communication (consider response time, quality of interaction with the admin team, did we transfer calls, did we promptly resolve issues, etc.. Rate (1-5):(Required)Were there any unresolved communication issues?(Required) YES NO If yes, detail the issues:2. Scheduler AnalysisReview Scheduling History: Examine Tech Consistency from start to finish. Tech changes red flags:Check is the tech history vs scorecards ratings. For example, client loved one tech but then we changed tech and client stopped responding to scorecards Examine MAIDPAD logs for scheduling conflicts or issues. Note any rescheduling patterns or client complaints about scheduling. Was the client always out of rotation? The number of skips in previous 90 daysDetail any findings on specific scheduling issues:(Required)Scorecards AssessmentAnalyze recent service quality scorecards for this client. Was the client responding to scorecards? If not, did we follow up? An unresponsive client is one that has not responded to the scorecard after three services. Identify any noted deficiencies or recurring issues. Pay attention to client scorecard messages such as service changes requests, tech preference, small service issues to be added to profile notes, or any other requests. Technician Experience: Did we send an onboarding technician?List Potential areas of concern with Scorecards/service quality:(Required)Audit Sales Feedback Call EffectivenessReview that the feedback calls were completed as required Audit a feedback call Identify any recurring themes or unresolved issues such as the client not being asked the right questions or not educated. Expectations vs. Reality: 'Comparison of Initial Expectations and Actual Service that we offerList Potential areas of concern with onboarding of client by sales team:(Required)Value of Service:Any time Financial reasons were stated is also an aka for your service is not worth my money. Analyze the clients hourly rate. Example $179 client who we take 3 hrs to complete is a $60/hr client! Did we possibly rush through the job? Example, a technician is completing a 3,000 + sq ft home in 2.5 hours. Default Tech assigned: Name and scorecard rating Check if client profile has notes well organized with required dataSuggestions for improvement:(Required)Final DiagnosisQuality of Cleaning Service: Low scorecards Inconsistent scorecards Absence of scorecards Scheduling Issues: Inconsistencies in technician arrival times Technician assignment inconsistencies Failure to accommodate preferred technician Communication Failures: Delayed response times Lack of communication regarding changes Unfulfilled promises Insufficient empathetic customer service Onboarding Process Issues: Confusion with checklist implementation Inadequate client education on service expectations Over Promised and under delivered services Lack of initial feedback calls Damage to Client's Home: Damage caused by technician without proper compensation Client Relocation: Client moved to a new home Client relocated to a city outside service areas Financial Reasons: Job loss leading to budget constraints Opted for a cheaper service Hired a Personal Housekeeper: Seeking greater value than provided Unresponsive Clients: Requirement to identify a reason for cancellation despite no response from the client Other Reasons: Please specify any special circumstances for the cancellation(Required)Based on the above analysis, summarize the most likely reasons for the client's cancellation:(Required)Action Plan1. Immediate Response Is there anything that needs to be communicated to a supervisor regarding the clients experience with a representative in operations, onboarding process, technician issues, etc.. To established higher accountability communicate who is at fault for any mistakes 2. Root Cause Analysis: Is there a pattern going on with clients leaving the company? Examine if there is a pattern with clients discontinuing services. 3. Process Improvement: Is there a broken process that needs to be improved? If so, please communicate this to leadership reasons why. Possible training or retraining opportunities with staffExplain:(Required)
