Process for Retrieving Discount on First Cleaning when Customer Ghosts

This process outlines the proper steps to take when a customer receives a discounted first cleaning but fails to confirm recurring service and stops responding.

🔁 1. Daily Follow-Up Attempts

• Begin follow-up the day after the initial cleaning.
• Contact the customer daily for 7 consecutive days to confirm their commitment to recurring service.
• Document each follow-up attempt (calls, texts, emails) in MaidCentral or your CRM.

🕐 2. If No Response After One Week

If the customer has not responded after 7 days of outreach:
➡️ Proceed with discount recovery steps, as they did not fulfill the recurring service commitment tied to the discounted rate.

🧾 3. Invoice Adjustment in QuickBooks

• The initial invoice reflected a discounted rate, so it must now be corrected.
• In the #accounting Slack channel, tag the designated accounting team member.
  → Ask them to remove the discount and update the invoice in QuickBooks.

🔄 4. Refresh Invoice in MaidCentral

• Once Accounting has adjusted the invoice in QuickBooks:

1. Go to the customer’s profile in MaidCentral
2. Refresh the invoice
3. Confirm that the balance due now reflects the full amount

💳 5. Attempt to Charge Customer’s Credit Card

• Once the updated invoice shows the correct balance:
  → Attempt to charge the customer’s card on file.

❗ 6. If Credit Card Declines

• If the charge fails, email the customer:

• Include the revised invoice
• Explain the updated balance and the reason for the adjustment
• Request payment within 3 business days

🚨 7. Escalate to Management

If there is no response within 3 days of emailing the invoice:

• Escalate the situation by notifying management
• Provide:
  • Full communication log
  • Invoice details
  • Summary of all follow-up attempts
  • Confirmation that the discount was removed and the balance is accurate