Cleaning Company Encourages Complaints – It's a Deliberate Strategy

Professional cleaning company Cleanland PHS, which has been operating in Latvia since 2009, has adopted an unusual approach: instead of avoiding complaints, it actively encourages clients to report any imperfections. The reasoning is that perfect cleaning doesn't exist, and the key factor is how quickly the company can respond.

The company developed the Cleanland+ digital system, allowing clients to track cleaning status in near real-time. Unlike many industries that offer apps to customers, Cleanland PHS created an app for its own employees – the cleaners. Clients do not need to install anything: they simply scan a QR code placed at the premises and, within seconds, can see the last cleaning time, next scheduled cleaning, quality reports, and most importantly, submit a problem report.

„We realized that clients don't want to install yet another app. If the system is complicated, people won't use it,” the company explains. Hence, everything is kept simple – no passwords, no registration, no app store downloads.

Experience shows that clients often fail to report issues because the process is too cumbersome – finding a contact person, writing an email, making a call. As a result, minor issues remain unaddressed. The Cleanland+ system allows reporting a problem in seconds, turning complaints into valuable feedback rather than an unpleasant task.

„We want clients to complain,” says company representatives. „A complaint is information that helps us improve.” This approach resembles the mindset of tech companies, where mistakes are not hidden but learned from.

The cleaning industry is gradually digitizing, and Cleanland PHS believes that in the future, clients will want not only clean premises but also transparency and insight into the service. A QR code by the door might become as common as a Wi-Fi password.