05/22/2024
Transparency is the best policy.
Yesterday we received our first complaint after 4 yrs of being in business. The customer noted a few specific areas that were missed according to his expectations. Two of which were areas we honestly missed. We simply apologized and attempted to reconcile the concern offering to come back but to no avail. The customer initially asked for partial refund and that request was approved. He then went on to claim that he cleaned his home and found more issues and requested a full refund plus an additional amount. I found this egregious, apologized and provided a full refund, not any extra amount.
Lesson learned. Mistakes happen. We will be introducing a few new policies moving forward that will help with communication on both ends.
Prepare for closing. The month of July Heart and Homes will prepare to break for summer and will not service any clients until Fall.
Please schedule all appointments accordingly.