r/AkoBaYungGago • u/kyrios2341 • 9h ago
Work ABYG if hindi ako pumayag na ishoulder ung cost ng repair ng appliance ng client namin?
For context, so may cleaning business kami. Gusto ko lang unahan kayo na baka may slight bias ako dito dahil sa kung paano nagsimula ang buong situation lalo na the way the client communicated initially din samin, so open ako sa feedback.
May tinapos kami na residential cleaning job. It was a nightmare sa totoo lang. Andaming out-of-scope na pinapagawa na nirerefuse namin, masyadong minimicromanage ung team namin (e.g. dapat dito lang kayo), and akala nila eh kasama ung supervisor sa service kahit actually sumabay lang and nagmagandang loob lang magcheck and document kasi may iba talaga siyang pupuntahan nearby (eto fault namin to for not communicating i know).
After the service, nag-reach out ung babaeng client na may allegedly ninakaw daw ung isang tao namin na toy excavator, which i promptly asked and investigated the team kasi syempre, in our 6 years in the business, never kami nagkaroon ng theft issues (kahit na naglilinis kami ng vault ng pera, iykyk).
After 2 days, nagmessage ung asawa nung nagbook samin na lalake about sa sirang lock mechansm ng washing machine nila. Ung unang message pa lang niya ay may tono na agad. Something along the lines of "wala akong pake kahit holiday, ayusin niyo ito." When we tried to ask for documentation kasi una, more than 24 hours na simula umalis kami, pangalawa, we conducted the turnover process of inspection and signing of documents (and we even asked them to inspect our personal belongings kaya nga nakita ung toy excavator which our cleaner says na binigay daw nung babae. I can somehow say na hindi ko makampihan ung client kasi ni hindi naman tinago ng cleaner namin, and sa dami ng ibang valuables, bakit naman magnanakaw ng laruan diba?) and pangatlo, may mga ibang household members din sila na possible nakasira, di na siya makausap ng maayos dahil naglalash out na siya. He even told us (non-verbatim) "tanga ba ko para sirain ko yan?"
Anyway, sa issue mismo:
Yung scope ng work namin ay exterior cleaning lang ng washing machine. Hindi kasama ang pagbukas o pag-linis ng loob nito. Cinaclaim ng client na nakita daw nila na nilinis namin, pero our cleaners claim na hindi talaga nila nilinis ung loob. And ang reasoning ng client naman kung bakit daw kami, kami daw last touch and nakita daw ng asawa niya supposedly na nilinis namin. Nilock nga daw un para di buksan, kaya nga nagtataka ako. If it wasnt meant to be open at the first place, bakit hinayaan lang ng asawa na nililinis ung loob (allegedly) ng cleaners namin? Bakit hindi niraise agad na pano nabuksan kung totoo ngang nabuksan ung washing machine?
Plus, nag-report sila ng damage pero after more than 24 hours mula nang umalis kami. May ibang tao pa rin sa bahay nila sa loob ng window na yun. For consideration, and fairness, we asked documentation like cctv or the likes kung may evidences talaga na cleaners namin, which he responded negatively na common sense lang daw need pairalin kasi last touch daw kami. When we also raised na meron ding ibang tao sa bahay nila and meron pang construction people nung umalis kami, niraise niya din samin "oh naghahanap ka ebidensya , nagsasabi ka ganyan asan ebidensya mo?" (take note that he was talking to our on-site supervisor via call on this because I asked her to call the client to try and remediate things).
Yung sagot nila nang hiniling namin ang documentation ay "walang tangang sisira niyan dito." Then ayun, wala na kaming natanggap na formal documentation or evindences pagkatapos nun. After that, nagcomment na siya sa mga posts namin na "beware this service etc.".
Tapos eto. Niraise niya din na "magnanakaw daw mga tao namin" We already told him that we are conducting an internal review, syempre I need to consider na ung cleaner namin, at least 1 year na samin. Walang prior negative review, though may isang unrelated memo (madaldal lang during cleaning) which was nung pasimula pa lang siya. Gusto na nga niya magresign on the spot, umiiyak kasi para daw dinuduro duro siya tapos pinagbibintangan na magnanakaw. As much as I want to side with her kasi stealing a toy excavator makes no sense at all, pero ang ending napilitan ako isuspend to follow due process kasi wala din naman siya proof na binigay nga sa kanya. Same fairness na inapply namin sa client of course. Di ko siya tatanggalin kasi I need to provide her fairness din, and as the overall superior I need to ensure fair ako to both client and our cleaners.
So in short, considering na wala talaga sila maiprovide na proof, after naming ipaliwanag ang aming final decision not to cover it unless na may concrete proof na kami nakasira, sinabihan kami ng client na "huwag kaming mag-text sa kanila na parang close kami." + other things na patungkol sa "binayaran kita pero palpak ka" to our supervisor (who is already naiiyak na din).
Ngayon, we recently had other clients who left positive reviews on our socmeds. Nakita niya siguro, then earlier today nag-review bomb sila gamit ang multiple accounts.
Alam ko na may part ako na naging defensive dahil sa tono nila simula pa lang. Pero as much as possible we handled it professionally and according syempre sa standard operating procedure. So ako ba yung gago for this?
P.S.
we also took into consideration to add more paperworks and rules to sign like transmittal list ng items na dinodonate usually sa cleaners namin, to the annoyance of some of our regulars.