Complaint Diagnostic Purpose: This form should be completed each time a complaint is received to systematically address and rectify issues with our services. Client Name(Required) First Last Frecuency(Required)Techs(Required)Techs(Required)Section 1: Identifying Root CausesType of Complaint:Untitled Operational Procedures Employee Performance Third choice Client Expectations/Onboarding Areas to Review: Scheduling & Technician Review: Check Technician History in Maidpad vs. Scorecard Feedback. Analyze consistency and recent feedback from clients. Ensure feedback has been added to client profiles and communicated with the field manager. Technician Experience or Quality Concerns: Note if the client was reassigned to a less experienced technician. If this a technician with performance issues, scorecard quality with 93% or less is a red flagCommunication Issues: Last-minute technician change not communicated. Unclear notes or missing notes such as additional services notes missing or tags missing Administrative failures (e.g., time changes not adjusted, missing client notes, invoicing errors, unresponsiveness). Onboarding and Sales Expectations: Client expectations mismatch with services provided. Promises made outside service scope or guaranteeing something we cannot deliver on Incomplete tags/notes (e.g., service duration, specific cleaning areas). Client ResolutionSection 2: Implementing ChangesResolution Strategy: Staff Retraining Maidpad Client Updates (Tech reassignment with required tags) System Update Documentation: Add detailed notes about the complaint and resolution to the client's profile in Maidpad Highlight complaint-related notes for visibility to technicians and scheduling staff. Disciplinary Actions: Specify disciplinary action taken for an at-fault employee (if applicable).
