This guide provides step-by-step instructions for dealing with situations where you are unable to perform cleaning duties because the customer or their activities are occupying the site.
Steps to Follow
1. Assess the Situation
- Observe: Confirm if the customer or their activities prevent cleaning tasks.
- Understand Restrictions: Identify whether the issue is due to health & safety concerns, workspace access, or customer preference.
2. Communicate Politely
- Approach the Customer: Greet them courteously and explain your purpose for being there.
- Example:
"Good [morning/afternoon], I’m [Your Name] from Citrus services. I’m here to carry out cleaning tasks, but I noticed you’re currently using the space. Would it be convenient to discuss how best to proceed?"
3. Document the Challenge
- Log the Incident:Record details in your and log this with helpdesk, including:
- Date and time.
- Specific area affected.
- Reason cleaning could not proceed (e.g., meeting in progress, restricted access).
- Person you spoke to
- Take Photos (if appropriate): Only if it’s permissible and won’t cause customer discomfort. this may not be possible in school settings for example.
4. Offer Alternative Solutions
- Propose a workaround or alternative timing:
- Suggest cleaning another area first.
- Offer to return at a later time.
- Example:
"Would it be possible for me to clean this area later today or at a time that works best for you?" (this would be classed as overtime)
5. Inform Help desk on 02393 6000 03 or log a ticket.
- Escalate if necessary:
- Contact your manager or supervisor to report the situation.
- Provide details and seek advice on the next steps.
- Use escalation if the delay will significantly affect the cleaning schedule.
6. Communicate With the Office/Helpdesk
- Report the issue promptly so the office is aware of the delay and can inform the customer if required.
Tips for Effective Communication
- Remain calm, polite, and professional at all times.
- Focus on finding solutions rather than emphasising the problem.
- Ensure the customer feels their needs are prioritised.
Common Scenarios and Responses
| Scenario | Response |
|---|---|
| Customer holding a meeting | Offer to clean surrounding areas first or return after the meeting ends. |
| Customer requests no cleaning today | Notify the Help desk immediately for rescheduling. |
| Area is occupied for the whole day | Discuss with the office to adjust the schedule for future visits. |
Contact Information
- Helpdesk: 02393 6000 03
- Log a ticket or email [email protected]
By following this guide, you can professionally handle situations where cleaning cannot proceed due to customers being on-site while ensuring excellent customer service and minimal disruption.