1.

Email to the Cleaner

Dear James,

It was nice talking to you about various issues pertaining to losing many of our valuable customers
to our competitors. To begin with, I would want to personally thank you for yours and your team’s
dedication, hard work and commitment towards fulfillment the goals of our company. Similarly, I
would again want to reiterate the message from the Directors and the Management team thanking
for your every bit of contribution during these hard times. It is understanding, post COVID-19,
scenarios have become different and difficult, yet we all realize the importance of contributing to
brighten the future of the organization and as well of ours.

I consider the meeting we had the other day was very fruitful and as well as equally insightful for
both of us. I understand, both of us were on the same page while understanding the issues we have
been facing at our ends. I take this opportunity to simplify and present you the issues that the
management and the organization considers are necessary to be addressed as quickly as possible
from your end:

a. Dissatisfaction of customers
b. Quality of service
c. Retaining of the customers

Our company, for 15 years, was successful to deliver quality and effective service to our residential
customers. It was the result of such delivery of service and satisfaction of our customers which put a
confidence in the management team for the expansion of the company. As a result, commercial
customers too were included as our scope of work with a vision to become the leading cleaning
agency in years to come. However, despite of our continuous efforts, it was sad and difficult to
witness ten of our regular residential customers who have been with us since a decade leave us due
to our poor quality of work and unsatisfactory clean and shift to our customers. It is not that we lost
customers rather it is that we lost valuable customers. To add, it is not that we lost customers due to
efforts of our competitors rather it is that we lost customers due to our own reasons. From the
feedback we received from the leaving customers, we were informed that cleaners were hesitant to
clean and look into rubbishes and dirt, rather did the surfaces and left as quickly as it was possible.
Despite of the cleaners being showed the places to be cleaned, customers were provided with
inappropriate answers. It was our long association with each other which allowed the customers to
bear our negligence, however, they could not let the water rise above the neck. While we are on the
journey to add new customers to our list and expand all over the country, losing customers due to
our negligence would certainly not help achieve our goal. It is essential that we continue to deliver
the effective service that we have been delivering since ages and if possible better the way we
performed and not degrade our quality of work.

The management team with an aim to not repeat the similar mistakes with other customers and as
well as improve the quality of our work to remain more competitive, has decided on below action
plan which are must and should include as a part of the checklist.
 a. All surfaces, including floors, bench tops and shelves cleaned so that they are free of dust and
dirt.
b. Rubbish bins emptied and cleaned.
c. Shower screens and mirrors cleaned and free of soap build up and streaks.
d. Only cleaning products provided are used.
e. All cleaning services must be provided in the allocated time.

I would want to remind that these checklists have been developed post our conversation and
feedbacks from the existing customers and as well as the customers who are no longer associated
with us. These are the extra efforts which the cleaners will have to put in apart from the regular
cleaning services they have been performing. Moving on, we expect the delivery to be of the highest
quality and no more mistakes are repeated. Our sales and marketing teams are putting their best
efforts to convince the customers of our lashes and assuring them of not repeating the same again.
Every step, moving forward has to be detailed and no negligence shall be accepted at any level.

Lastly, as agreed between us, the management shall put into best efforts to ensure that cleaners get
the best working environment to get the job done and are free to do the work smoothly and
efficiently. Both the parties will have to ensure that they abide by the drawn solutions and no
compromises are carried out intentionally or unintentionally during the process of completing the
work.

 Cleaning of the residential customers to be carried out on days with odd dates.
 Cleaning of the commercial customers to be carried out on the days with even dates.
 Both the residential customers and commercial customers to be informed to not misbehave or
disturb the cleaners during the time of work. Feedbacks can wait until the end.
 Cleaners not to be forced to perform cleaning works back to back and should be allowed a
leisure break in between the projects.
 Cleaners to ensure all the works in the check list are performed.
 Cleaners to ensure not to leave the premises until satisfactory remarks from the customers.
 Constant feedbacks to be provided by the management to the cleaners.
 Constant feedbacks to be provided by the cleaners to the management.

Lastly, I would want to thank you for agreeing to discuss wide range of issues. I hope the highlighted
issues shall be addressed as quickly as possible and the drawn solutions shall get implemented
accordingly. We are on the journey to become the leading cleaning agency in the country which is why it
is of utmost necessary and importance to ensure that we perform at the best of our ability and do not
compromise on any issues or dedication. Hoping to meet you again in a month to review our
understanding and achievements. Until then, wish you all the best to you and your team.

Thanking you,

Avi
2. Report to the Management

The meeting was held between the Operation Manager and representative of the cleaner, Mr.
James Waugh which was very fruitful and included various agendas, issues, problems and ended
with a seven points conclusion to address the issues faced by the organization. While the
management team clarified their position about the requirement to ensure the delivery of quality
work by the cleaning staffs, cleaning staffs too raised few issues which they requested to be heard
and addressed by the management team.

Problems identified

d. Dissatisfaction of customers
e. Quality of service
f. Retaining of the customers

The cleaning members were briefed about the organization’s ten valuable customers who chose to
part away from it owing to unsatisfactory cleaning services. It was highlighted that cleaners were
uninterestingly performing their jobs and were not keen listen to the feedbacks from the customers
regarding the lacks while doing the task. Moving on, the cleaner will have to be more careful and
more attentive while addressing each and every issues on the premises and will have to patiently
listen to the feedbacks from the customers. At no point, should the customers feel ignored and not
listened to. Meanwhile, the team was also clarified about the importance of their contribution to
retain the customers as they are the one who actually represent the organization deliver the
promises.

Solutions

It was observed that while the management had their own issues with the working style of the
cleaners, cleaners too had few issues which required immediate attention by the management. On
behalf of the management, it was cleared to the cleaning staffs that each and every requests from
their sides are realistic and shall be addressed with effective immediately. Likewise, the cleaner
teams too assured to take the feedbacks from the management team positively and assured to
deliver the task accordingly without any lashes.

 Cleaning of the residential customers to be carried out on days with odd dates.
 Cleaning of the commercial customers to be carried out on the days with even dates.
 Both the residential customers and commercial customers to be informed to not misbehave or
disturb the cleaners during the time of work. Feedbacks can wait until the end.
 Cleaners not to be forced to perform cleaning works back to back and should be allowed a
leisure break in between the projects.
 Cleaners to ensure all the works in the check list are performed.
 Cleaners to ensure not to leave the premises until satisfactory remarks from the customers.
 Constant feedbacks to be provided by the management to the cleaners.
 Constant feedbacks to be provided by the cleaners to the management.
Recommendations

It is recommended to the management to address the issues raised by the cleaning staffs as they
appear to be justifiable. It is important that the organization provides them with the opportunity to
work freely and without any undue pressure. However, the management should not compromise at
the enforcement of checklists and tasks which are compulsorily required to be followed by the
cleaning staffs. Meanwhile, the sales and marketing team are constantly in touch with the
customers who chose the competitors over Sparkle & Shine and hopefully, the team is able to
convince them about our willingness to address the mistakes in the better way possible.

 Implementation of all the solutions.

 Create a team of three members including sales manager, operations manager and
representative from the cleaning staff to review the work and feedbacks on a monthly
basis.
 Organize a monthly team meeting including all the staffs, cleaners and the management
team to discuss and review the progress.

Recommended Changes in Business Plan

It has been one year to the implementation of the business plan and the experience shows few
amendments which are identified as essential. It is recommended to approve such changes effective
immediately as those suggestions may not remain important in the long term of the company’s
performance.

 Increase the number of permanent cleaning staffs and ensure their representation in every
single project. The business plan suggested the number to be 2.
 Increase the number of cleaning machine by additional 1 and make 2 in total. The business
plan suggested the number to be 1. While the business plan suggested the machine to be
used only for the commercial customer, it seems the residential customers too require its
service.