So, I am hoping you all can help me with wording. I have a client who just called and left a message, vaguely insinuating that we may have taken an expensive piece of jewelry on our last clean. I called her back, left a message. Then called again 1/2 hour after that and actually got through. She nonchalantly let me know "oops! she found it" and ended the conversation quickly. She didn't give me time to address her insinuation and I am wondering if I should call her on it or let it drop.

 She is a very messy client who leaves valuables throughout her house and this is the 2nd time I have gotten a call about missing items. I would like to just cancel her account as I do not feel comfortable cleaning for her if she doesn't trust us. However, she is my highest paying client and I really can't afford to lose her account. I am worried that she thinks of us when she loses something and she is also a lawyer!!

 Any ideas on how to approach this issue?

 Jamila

 Hi there!

 You bring up a valid concern.  If it were me (and others may have better advice) I would let her know via email that the security of your home is very important to you and if she ever feels that anything is truly missing, please notify the police immediately.  She will probably be a little more careful (and tactful) in her approach the next time something leaves her sight.

I insist that my clients immediately call the police to file a report.  It only happened once (but that was too many) but sometimes people misplace items and if they know they have to file a police report, they may be less apt to jump the gun and go FIND where they put it.  If it is truly gone, they know you will do everything by the book and assist them in helping resolve the situation.

 I hope that helps.  

Hi Torrey. Thanks for the advice:)

Both times she phrased her message in a way that didn't accuse us. Instead she asked if we had "seen it during our visit" then made reference to how expensive the item was. I almost feel that she wanted to see what our response was, maybe as a test of guilt. we will see what she says before the next visit. I will bring up the trust concerns and see what her response is.

 It certainly is a delicate situation.  I had one woman who we cleaned her home for free (cancer patient).  Her house was a bit unkept and cluttered.  She was always misplacing things.  She would call me after 9pm hoping to "find" something with our extra sets of eyes having been in the home earlier that day.  At first I wondered if she was giving a sideways accusation of theft because she was very careful not to accuse us...but then after a few times I realized she just needed help FINDING stuff.  LOL  She hoped we could help her in her disarray.  

 That may be the case with your client too.  You really have to know the client, their clutter and organizational situation, and weigh that in too.

I don't think I would tell the customer to call the police but have them inform you asap if something is missing so you can address it first.
Once a report is taken and the ding bat finds what was missing she might not inform the police because of the embarrassment
I've told a few customers to put away money and valuables even though it's just me cleaning. It's not hard to vacuum up an ear ring, etc. I leave my trash bag in their can incase they feel froggy and want to look through the crap.   One of my customers had their kid (17) at home during the summer with a few of his friends over and I didn't like them leaving money laying around in case on of the yutes snags it and I get the evil eye...

Some times people get freaked when they can't find something right after a clean and may  word their questions to you without giving them much thought.    An established customer should trust you and your help.

Calling the cops doesn't get a whole lot done since theft from a home is almost impossible to prove especially with employees.

 The reason why I recommend having the client file a police report is that insurance will not pay for a claim without it.  It covers you legally if you decide to handle it internally (which I did in the past for a presumed theft).  If you delay a report for any length of time, then the insurance questions why it wasn't reported quickly enough.  It's the foundation for any legal action or payment via your insurance, and covers you when you decide to handle it yourself.  :)

I understand the reason to file the police report I just thought it was better to have the customer contact me before calling the police...

If there were more than one cleaner I find it hard to believe the thief could be identified and found guilty in court which is when the bonding kicks in.

 Manmaid,

I apologize, I somehow read your post incorrectly.  I agree that I would want the client to contact me first and then go to the next step of filing a report.  In my case, there were three cleaners present at the time of the alleged theft and the police were unable to resolve it.  And, as you said, unless there is a conviction, the bonding insurance will not pay.  However, I felt that if the client asserted themselves enough to file a report, I should make good on it.  People who file a report have pretty much exhausted any doubt that it is not misplaced but actually missing due to no fault of their own.

 In our case, I replaced the missing item and kept the client.  Strangely, the girl we suspected of doing it quit the same day it happened (but before the homeowner noticed the missing item).  We figured she did it but we couldn't prove it. 

 My point is that once someone tosses out an allegation that you are somehow involved in the missing item, I expect them to follow through with proper procedures to resolve the issue.  If they are willing to assert that it TRULY is a missing item, they will not think twice about filing a report.  You never know...if there was a theft, the police investigation may recover the item even if they don't find out who did it.  ;)

Thanks for all of the info. I think I am going to write her an e-mail or letter laying out the issue just to get it out in the open. If she does not trust us in her house, I am not comfortable cleaning there. I'll let you all know what her response is.

 Again thanks! all of your posts have helped me build my business this year and the learning is invaluable!

 :)

I recently had a client call me after our girls went to the home to clean as usual on her bi-weekly visit. She asked me I knew where the cleaner(s) had put her Black IPOD, When I asked the cleaners one of them said there was a black one and a white one and she put them on top of the entertainment center in the living room (removed from coffee table) The customer said when she gets home she will look, 2 days later she called to say she still did not find it. I advised her to call the police because yes with out the report we can not file a claim. 2 days later the customer calls to tell me she would like to cancel her service. I asked her if she called the police because we are waiting for the report and she said no it is not necessary and hung up. HMMM so what does that mean? She found it and is embarrased? she said it was worth $300.00. Her bi-weekly cleaning is $173.00. I don't get it.

 Shanna

Hi Shanna,

 I bet she did not find it and decided not to file a report because she figured she couldn't prove it was taken by the cleaning company. Of course, you and I both know she will eventually find it and then probably feel stupid.How long has she been a client? If she is willing to drop service like that without trying to resolve the issue, then you may be better off without her. It's hard though to lose a client especially during these lean times:(

Your so right, She has been a client since April which makes it hard becasue like I said she was Bi-weekly and her rate was $173.00 but hey what can I do. I have never had an issue with theft. I use a staffing company for my cleaning girls and I know for a fact they do an extensive background investigation on all the applicants. But your probaby right.

Thanks for the reply

Shanna

It's in your best interest to add a clause/statement to your service agreement that requres  the customer to contact you within a specified time frame regarding allegations of theft. There are several reasons for doing so, but the main reason is for your protection... especially in this economy.

Think about it. Suppose Mr. & Mrs. Smith are currently 1.5 months behind on their mortgage. They decide to scam your company by accusing one of your people of stealing Mrs. Smith's $5,000.00 wedding ring, knowing that their own jewelry insurance policy will pay the claim within the next 6 weeks or so regardless of a  theft conviction. Although your bond policy requires a conviction for payment, their policy does NOT require anything more than a police report.

The next time your people service their home, Mr. & Mrs. Smith can simply bypass calling you and notify the police directly that the ring went "missing" on cleaning day. Next thing you know, your company and your employees are under investigation for theft, while Mr. & Mrs. Smith file a claim against their jewelry policy. Their insurance company receives a copy of the police report, and they receive a check shortly thereafter for the insured value of the ring... and catch up on their mortgage payment.

Keep in mind that cleaning companies can be victims of theft too. I could go on with other examples, but suffice it to say that you should always CYA to the greatest extent possible. Outline the steps the customer should take when there are allegations of theft... these steps should be listed in your service agreement as a deterrent against false allegations and to give you some power and control over the investigative process.

A prospect who cannot agree to notify you promptly so that you can begin an internal  investigation yourself is one that you do not want as your customer. If every customer who misplaces something goes straight to the police, then you will appear highly suspect as far as the police are concerned. Just remember that you can be a victim  too... protect your business and your reputation with a well written policy regarding alleged theft.