All of the service providers in the Properly Community Marketplace want to deliver their best work.
Sometimes, however, they weren’t clear on the instructions. They checked off a task accidentally without completing it. Or they simply had an “off” day. For whatever reason, the completed job just wasn’t up to your standard.
If you’re not satisfied with the service provider’s work, you can always give them feedback about the job in the Properly app. Feedback is a great way for your service providers to learn how to meet your standards for the next job you assign.
Make sure your feedback is constructive. You may be happy with 99% of this service provider’s performance and just need a small tweak to love their work completely. You may also find yourself in a bind in the future and need this service provider’s help at the last minute. Constructive feedback ensures your relationship with the service provider stays strong and cordial even when a mistake was made.
Giving constructive feedback
Remember that it’s about the problem, not the person.
Providing feedback that focuses on the service provider’s personal failings is never helpful. Focus on what didn’t work in the job, and don’t speculate on why the service provider failed to complete that task correctly.
Unhelpful feedback: I see you didn’t bother to take the trash out of the bathroom.
Constructive feedback: When the trash isn’t taken out, the guest thinks the property wasn’t cleaned. Please make sure to take the trash out of EVERY room.
Use the Feedback Sandwich
This is a classic method of providing feedback for a reason - it really works. Tell the service provider what you liked about the job they did, then offer your critique, and end on a positive note. By sandwiching the feedback with positive statements, the service provider knows you don’t think the only important thing about their work is what went wrong.
Unhelpful feedback: You used the wrong cleaner on the wood table.
Constructive feedback: Everything looks great, but it looks like you used the wrong cleaner on the wood table, which will damage it if that mistake happens too often. Please be sure to use the wood soap under the sink. I’ll look forward to working with you next time.
Be specific and actionable
Sometimes what’s wrong is so obvious to us, we don’t realize that our standards are very different from other people’s. Feedback that specifically describes what is wrong and provides an actionable way to improve is best - and thankfully, you have a great tool for demonstrating what you want with photo checklists!
Unhelpful feedback: These towels don’t look professional at all.
Constructive feedback: We like our towels to be folded as shown in the reference photos in the checklist. I realized there isn’t a photo in the checklist that shows the towel-folding process, so I’ve added some instructions and photo references to show you how the fold is done for the next job.
With constructive feedback, you’re very likely to get the exact results you want next time - and your service provider will be happy to provide them for you.