# Customer Feedback - March 5, 2026

## Customer: Julie
## Call with: Mike (owner)
## Source: Phone call recording (df4cc3c5-7e02-4cfc-99c9-e0e39963597b.wav)

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## Summary
Julie is a recurring customer who's had two frustrating experiences in a row with scheduling. She has a cast and limited mobility, making reliability even more important. Despite frustration, she wants to continue using the service.

## Key Issues

### 1. Arrival Window Not Honored (CRITICAL)
- Booked 12-2pm window, no one showed or communicated by 2pm
- Previous visit: booked 12-2pm, got called at 10:20am to come at 11am. When she said no, they said they couldn't come at all
- This is a repeat problem (2 visits, 2 scheduling issues)

### 2. No Communication When Running Late
- No call or text from the team when they were going to miss the arrival window
- Julie had to call in herself
- She has other appointments to manage and can't wait around indefinitely

### 3. Phone System Issues
- Press 2 (existing customers) goes to voicemail, no live answer
- She finds this unacceptable: "somebody should be able to answer a phone when I press 2"
- Press 1 (new customers) is prioritized, which she sees as unfair

### 4. Too Many Automated Messages
- Getting excessive email reminders (estimates 10-12 in two weeks)
- Finds it "ridiculous" and overwhelming
- Her take: "You can send me as many text messages as you like if you honor the appointment" — reminders are meaningless if the service doesn't show up

### 5. Cleaning Quality
- "The cleaners are not fantastic, they're okay"
- Bed linens: "not a great job"
- Her place is small (223 sq ft?), very clean already
- Main tasks: change linens, vacuum/mop floors, dust furniture

## What She Values
- **Reliability above all** — show up when you say you will
- **Communication** — if running late, call or text proactively
- **Being able to reach a human** when she calls
- **Reasonable reminder frequency** — 1 email and 1 text is fine, not 6+ messages

## Mike's Response
- Apologized sincerely, took ownership
- Offered free appliance cleaning, windows, or balcony cleaning on next visit as an apology
- Confirmed team ETA of 2:00-2:15pm
- Acknowledged all feedback

## Action Items
- [ ] **Reduce Julie's reminder frequency** — check GHL/L27 automation settings
- [ ] **Fix phone system** — existing customers pressing 2 should reach a human or get callback, not just voicemail
- [ ] **Implement proactive delay notifications** — when team is running late, auto-notify customer
- [ ] **Add free service credit** to Julie's account for next visit
- [ ] **Address contractor punctuality** — this is a systemic issue, not one-off
- [ ] **Review cleaning quality standards** — linens, general thoroughness

## Quotable (for internal use)
- "This is your business. It's your reputation on the line."
- "You can send me as many text messages as you like if you honor the appointment."
- "Don't give me 12 to 2 and not show up. Don't give me 12 to 2 and call me at 10:20 to come at 11."
- "We're not here to add stress, we're here to remove it." — Mike (good brand line)

## Parking Note
- Julie lives on Yonge Street, no parking after 4pm unless visitors parking is available
- NMC is responsible for parking, not the customer