Breakage or Damage Office Steps

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  1. Office Breakage Procedure – Effective Immediately

    All breakage reports must be addressed immediately upon notification from the cleaning team. Prompt communication, proper documentation, and consistent follow-up are required.

    Step 1: Review the Breakage Report

    • Review the report immediately upon submission.
    • Verify the item’s name, size, brand, logo, and identifying details.
    • Review all photos to ensure the damage is clearly documented.
    • Contact the cleaning professional immediately if any information is missing.

    Step 2: Contact the Client ASAP

    • Call the client immediately to explain what happened.
    • Sincerely apologize and reassure the client that we are working toward a resolution.
    • If the client does not answer, leave a voicemail and send an email immediately.

    Step 3: Send the Breakage Email Template

    • Send the approved breakage email template following the call or attempted call.
    • Attach pictures of the damaged item.
    • Include an update on the incident and the next steps.
    • Let the client know when they can expect another update.
    • Do not promise refunds or replacements without management approval.

    Step 4: Record Communication in Airtable – Client Touches

    • Every client communication must be recorded in Airtable under Client Touches.
    • Document the initial phone call or attempted call.
    • Record the client’s response, concerns, and any agreed-upon next steps.
    • Document when the breakage email and pictures were sent.
    • Record all additional follow-ups and updates until the issue is resolved.

    Step 5: Follow Up Until Resolved

    • Create a Todoist task with a follow-up deadline. (1 week)
    • Keep the client informed throughout the resolution process.
    • Confirm the final resolution with the client.
    • Update Airtable Client Touches with the outcome before closing the task.

    Office Accountability

    The office is responsible for ensuring every breakage is handled promptly and professionally. No breakage report should be left without immediate client communication, proper documentation in Airtable Client Touches, and a clear follow-up plan.

    Our Standard: Clients should hear about an incident from Naturalcare before discovering it themselves. We take ownership, communicate proactively, and follow through until the issue is completely resolved.