What We Learned from Contacting 200 Former Customers

Missed Window Due to Property Confusion

One of the issues a former customer brought up was a missed window in a maisonette. The customer explained that this window was their property, which was missed during the cleaning. The customer acknowledged that the situation could be confusing due to the property’s layout.

Our system does not allow us to attach pictures to customer accounts, which would help clarify such situations. We are actively exploring options to upgrade our system, which include features like the ability to log photographs and more detailed customer information. This upgrade will help us avoid similar issues in the future and ensure that all areas of your property are cleaned as expected.

Early Morning Service Concerns

Another concern came from a customer who was unhappy with the service because their windows were cleaned at 7 a.m. While our teams typically don’t start this early, there are occasions when they may be in the area after preparing at our base around 6:30 a.m. We understand that 7 a.m. can be too early for some customers, especially those who prefer a later start to their day.

We ensure all customers receive a text message the day before their scheduled cleaning. If you prefer a later start time, such as 8 a.m. or 8:30 a.m., we will note this on your account to accommodate your preference. Your comfort is important to us, and we are committed to making the adjustments necessary to provide a better experience.

Pricing Concerns

A few customers mentioned that they found RedClean more expensive than some competitors. We understand that cost is an essential factor for our customers, and while we would love to reduce prices, our pricing reflects the value we provide. As a legitimate limited company, we employ all our staff on PAYE, ensuring fair wages, benefits, and job security. Additionally, we use the best equipment available to deliver the highest quality service.

While some one-person operations may offer lower prices, they often cannot match the reliability and support that RedClean provides. We have multiple teams, so if one of our staff members is sick or unable to work, we can reschedule your service for the next day. Our support team is also readily available to handle any concerns or requests you may have. This level of service comes at a cost, but it ensures that you receive consistent, high-quality cleaning every time.

Inability to Accommodate Specific Cleaning Days

One customer requested that their windows be cleaned on a specific day each month. Unfortunately, we cannot currently fulfill this request. With over 4,500 customers across a 30-mile radius from our base in Milton Keynes, our routes are carefully planned to maximize efficiency and minimize travel time. This means that we may not be in your area on the exact day you prefer.

While we would love to accommodate every specific request, the logistics of our operation make this problematic. However, we offer regular cleaning schedules, such as every four or eight weeks, to help keep your property looking its best without the need for precise scheduling.

Preference for Eight-Weekly Cleans

Another piece of feedback we received was from a customer who felt that a four-weekly cleaning schedule was too frequent and preferred an eight-weekly service. We offer an eight-weekly cleaning schedule, but this option must be communicated more effectively when the cancellation is requested. This oversight was our oversight, and we have since reinstated the customer on an eight-weekly schedule.

We appreciate feedback like this because it helps us better understand our customers’ needs and preferences. We want to ensure we offer the right service frequency to match your expectations.