Customer Cancellation Process (OFFBOARDING)

Goal

• Keep our attrition under 3.5% 

How is this measured

• By how many current clients we have and how many are dropping off
• Divide how many have terminated by how many recurring clients we have 
  • Example
  • In June there were 175 recurring customers and 9 of them canceled services with us.  
  • We take 9 and divide that by 175 which means we had 5.14% attrition in June

How do we receive customer cancelations?

1. The customer fills out the cancelation form that filters to the main email in the cancellation folder
2. Customer calls, texts or emails
   
   

Retention 

First find out why they want to cancel services

• Ask questions
  • “Oh no Debra i’m sorry to hear you are canceling with us.  What is the reason for doing so?”
  • Find out the WHY behind it!!
  • Most people don’t want to tell you they are unhappy
  • Be empathetic!!
• Let them know we care
  • Even if it was not us, ask them if there is anything we could have done better?
• Make sure our quality is there
  • Are we wowing the customer and if not why???
  • Make sure we handle complaints immediately and hold the techs accountable
  • Follow up calls with customers
  • Lower our complaints through accountability 
• If Trying to cut down on expenses, we have options for them:
  – Offer a different recurrence interval if they’re cutting down on expenses (weekly to biweekly, biweekly to monthly) 
  – Offer Essentials Package 
• If its ‘job loss’ and they’re on a weekly or biweekly service, offer them offer them our Flex Program option for 3 months as long as they qualify. More info on Flex here.
• If we can fix the issue, ask management to find a solution! 

If we cannot fix the issues (example: moving out of service area), ask them to request cancellation of services by filling out the cancelation form: www.bahousecleaning.com/cancel

In the meantime, change all of their future appointments to NOT-SCHEDULED in MC AND message slack the retention channel with the following information:
Customer name, reason for cancelation, confirming cancel form was sent to customer and that all upcoming cleanings are in UNASSIGNED. Sales to try and retain or Retention not successful, ready for cancellation by scheduling 

Create a Ticket due in a couple days to get the cancellation form, follow up if customer did not send a form back to us.

Cancelling Service (Scheduling) 

• Locate customer in MaidCentral
• Find their next upcoming cleaning and double click on it to open it
• If it’s assigned to not-scheduled, move all FUTURE cleanings back to last CT that performed the cleaning.  (this is so that we can track cancellation trends vs CT’s)
• Click on “Cancel Service” and put as many note as possible as to why the client is cancelling service.
• Slack “Retention Channel” with the following info
  – Customer name
  – Whether or not you cancelled all future cleanings
  – Reason for cancelling
  – What was done to retain the client.

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