Thank you so much for your review and helping us grow as a company to improve the level of service we can offer all our customers. We are so sorry we took so long to get back to you about the issue with the screens and levers. Like most window cleaners this is an absolutely crazy time of year for us and this is the time that mistakes are made. Our company policy is to follow up within 48 hours. A week is far too long. There was a miscommunication in our office, Csaba did not receive the information about your job and Mark was so busy he forgot to double check on the status of it. Ultimately, this is my responsibility to make sure Mark and Csaba have the systems and tools to do their job well.
Your homestars review was certainly what prompted us to act in this case but had you called our office to remind us of our error, we would have reacted with the same level of accountability. We take customer service issues very seriously. We try to make each mistake only once and use each one to improve our service. This is such a rare circumstance that, admittedly, we do not have a very good protocol for dealing with it. With your help we have created one. As a result of you bringing this to our attention we have built a reminder feature into our CRM that will prompt Mark to double check with Csaba about any customer service issue 48 hours after the issue has been brought to Marks attention. This way we can make sure things like this do not slip through the cracks ever again, even during our busiest season.
E Jake from Thornhill, I must apologize again for the length of time it took us to respond. I would like to thank you again for helping us make squeaky clean better and hope you give us a chance to show you how much we have improved by next season.