Client Cancellation Procedure – Recurring Services

Step 1: Receive Cancellation Request

When a client contacts Naturalcare requesting to cancel recurring services:

• Phone calls: Address the cancellation request during the conversation.
• Texts and emails: Call the client immediately upon receiving the request. Do not rely solely on text or email communication.
• Primary Goal: Understand why the client wants to cancel, identify possible solutions, and make every reasonable effort to retain their business.

Phone Script:

“Hi [Client Name], this is [Your Name] with Naturalcare. I received your request to cancel your recurring cleaning services, and I wanted to personally reach out before making any changes.

We truly value you as a client, and I’d love to understand what’s prompting your decision. Is there something we could have done differently or an issue we can help resolve?”

Listen to the client’s concerns and offer solutions when appropriate.

Possible solutions include:

• Quality concerns: Offer a re-clean, a different cleaning professional, or additional quality follow-up.
• Pricing concerns: Review service frequency, available cleaning packages, or other options that may better fit their budget.
• Scheduling concerns: Offer an alternative day, arrival window, or frequency.
• Temporary circumstances: Offer to pause services instead of canceling permanently.

If the client still wishes to cancel:

“I completely understand, and I respect your decision. We appreciate the opportunity you’ve given Naturalcare to care for your home. I’ll take care of the cancellation and make sure you receive confirmation.”

Step 2: Successfully Spoke With Client

If you speak directly with the client and they confirm they want to cancel:

1. Complete the Client Cancellation Jotform. https://form.jotform.com/82894485984177
2. Cancel all upcoming recurring appointments in MaidCentral.
3. Send the automatic cancellation confirmation email through MaidCentral.
4. Ensure the client’s account accurately reflects the cancellation.

Important: Do not leave recurring appointments active after the client has confirmed their cancellation.

Step 3: Unable to Reach Client

If the cancellation request came through text or email and you were unable to speak with the client:

1. Attempt to call the client immediately.
2. Initiate the Pre-Cancellation Trigger/Form.
3. Cancel only the client’s next upcoming appointment in MaidCentral.
4. Do NOT cancel the entire recurring schedule yet.
5. Allow until the following business day for the client to respond and provide feedback.

Voicemail Script:

“Hi [Client Name], this is [Your Name] with Naturalcare. I’m calling regarding your request to cancel recurring services. We’d really appreciate the opportunity to speak with you, understand your concerns, and see if there’s anything we can do to help. We’ve canceled your next scheduled appointment while we follow up on your request. Please give us a call back at your convenience. Thank you!”

Follow-Up Text/Email Script:

“Hi [Client Name], we received your request to cancel recurring services and attempted to reach you by phone. Before finalizing your cancellation, we’d appreciate the opportunity to understand your concerns and see if there’s anything we can do to help. We’ve canceled your next scheduled appointment and will follow up to finalize your request. Thank you for being a Naturalcare client!”

Step 4: Following Business Day – Finalize Cancellation

If the client has not responded by the following business day:

1. Complete the Final Cancellation Jotform.
2. Cancel all remaining recurring appointments in MaidCentral.
3. Confirm the automatic cancellation email has been sent to the client.
4. Verify the account no longer has any active recurring appointments.

Final Confirmation Script:

“Hi [Client Name], we wanted to confirm that your recurring cleaning services with Naturalcare have now been canceled as requested.

We’re sorry to see you go, but we truly appreciate the opportunity to have cared for your home. If your needs change in the future, we’d love the opportunity to serve you again.

Thank you for choosing Naturalcare!”

Important Team Reminders

• Every cancellation request received by text or email requires an immediate phone call attempt.
• Our goal is to retain the client by understanding and resolving their concerns, not simply process the cancellation.
• Never pressure a client to stay if they have clearly communicated their decision.
• Document all communication attempts and relevant feedback.
• If you speak with the client, complete Step 2 immediately.
• If you cannot reach the client, follow Steps 3 and 4.
• Never leave a cancellation request unfinished. Every request must result in a documented resolution and, when applicable, a confirmation email.

Our Standard: Every client should feel heard, valued, and respected, even when they choose to discontinue service.

edited on 10/22/2026 CR