STR Customer report an issue on a completed job (SOP)

If there has been an issue with a completed job the customer will report this using a web form in STR Support or by email.

When the issue is price discrepancy, damage or maintenance 

Escalate to level 2 

When the issue is poor quality 

1. Find cleaner in AP and copy cleaner email address

2. On ZD ticket

1. 1. If critical issue then use macro: STR Remedy poor clean to SP →

   2. If not critical issue then use macro: STR Remedy non-critical poor clean to SP →

   3. Use macro: SMS: STR Remedy poor clean to SP →

When the issue is incomplete checklist 

1. Find cleaner in AP and copy cleaner email address

2. On ZD ticket

1. 1. If critical issue then use macro: STR Remedy incomplete checklist to SP →

   2. If not critical issue on poor quality then use macro: STR Remedy non-critical issue to SP →

   3. Use macro: SMS: STR Remedy incomplete checklist to SP →

Follow up

If there is no reply from the cleaner it is necessary to follow up.  The time to follow up depends on how soon the job is required (the urgency). 

If there is NO REPLY from cleaner → Escalate to Level 2