Although I should not complain about getting good help when the Western world sees it as a luxury, in this part of the world, it’s a way of life. With both of us studying and working full-time, one area that gets lost is a regular and thorough cleaning. Since most people hire housekeepers/nannies/maids, who are we to say no? π
When we moved to the new apartment, there were advertisements for a new company and so we tested them out and signed contracts for bi-weekly cleaning. Initially, an older Russian woman was the main contact. At some point, a younger one – presumably her daughter – became in charge. She’s a nice lady and all, but clearly this is her first professional experience, and understanding service might be something she’ll learn over time.
About a month ago, we waited for the cleaners to arrive and no one came. When I called to find out what happened, she claimed that someone had come the week before according to her calendar and so they weren’t scheduled to come that day. I tried to explain to her that wasn’t the case and that she had an error in her calendar. With no apology and with attitude, she agreed to reschedule. I took it as a one-off.
Last week, I rescheduled for later in the week since I planned to be around. Yesterday, I waited and waited. The time came and went. After 30 minutes I called to find out what the deal was… They were on holiday and someone (the young lady) was supposed to have called me the day before. Of course, she ‘forgot’.
When she called, she insincerely apologized and asked when to reschedule. I explained how this was the second incident and that I had spent my entire day waiting for them. While it may have been convenient for her to forget to notify me, it was not convenient for me as it was a waste of my day. I also explained that I was not going to reschedule another one of my days and that I wanted the cleaners tomorrow morning (today – now) or I wanted to cancel my contract with her.
She suddenly was very apologetic and accommodating. Although she had said no options were available before 1pm prior to my explanation, now there was an 8am option. Amazing! (note sarcasm) So, they are here as I write this. I still had to adjust my time to get up early for them, but it’s better than wasting my day.
It’s amazing to me how poor customer service can be at times here. I know I have been spoiled by Japan, but there are just common sense ways of doing business. Make the customer happy! Also, when you have a customer with a contract, they should get some kind of priority over those who do not…. Is it really so difficult?
Rant over.
-T
