Problem
Complaints after window cleaning
Key finding. Complaints are rarely a cleaning problem. They are a proof problem. Document state at handover and you win almost every argument.
A call two days after the facade clean. A photo of an allegedly dirty pane. Without proof you argue into a free re-clean. This piece maps causes and shows the process fix.
Typical causes
Environmental impact after cleaning
Rain, construction dust, birds. Without a documented handover state, fault is unclear.
Unclear sequences
Without a defined sequence it is unclear whether zones were skipped.
No visual reference material
Without photos, your word stands against the client’s.
How to diagnose
- 01
1. Complaint statistics
How many complaints per quarter? Which sites cluster?
- 02
2. Process check
Is there a defined sequence with sign-off points? If not, the problem is structural.
- 03
3. Photo coverage
How many jobs are photographically documented? Under 80 percent means high risk.
Structural fix
- 01
1. Standardize photo protocol
Every facade gets a fixed photo protocol on arrival and at handover.
- 02
2. Timestamp state
Photos bind to time, place and person. Evidence rises immediately.
- 03
3. Digital complaint process
The client reports in the portal. You see the last state with timestamps and only discuss what needs discussion.
Common questions
- How many photos make sense?
- Arrival and handover are usually enough. For complex facades add intermediate states.
- Can the client complain directly?
- Yes, via the client portal. It arrives as a ticket in your workspace.
Related
Fewer complaints from week one
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