The Freelancer’s Reality
Working as a freelance service industry technician is daunting when you don’t have the expertise and support available to successfully navigate the many challenges you will invariably face. However, you don’t have to go it alone, as this real-life case study demonstrates. Discover how a Professional House Cleaner, operating as a Nano-Franchisee with Motivated Brands Inc., successfully navigated a damage claim scenario with the franchise’s support. Dive into the intricate details of this case study to understand the profound advantage of our enhanced support services. You’ll see that converting your existing freelance services to a Motivated Brands Inc. Nano-Franchise is much more than just leveraging the power of our brand—it’s the game-changer you need.
Unveiling a Real-Life Scenario
In a real-life scenario, one of our Nano-Franchisees found himself in an unexpected and challenging situation. Here’s what unfolded: Everything seemed routine as he was completing a booking in his Customer’s home; however, things took an unexpected turn when his Customer requested his presence in the bathroom. She pointed out newly discovered damage to her cabinetry, and, even though the Customer was polite and respectful, he felt her conviction was clear.
A Delicate Situation
This situation highlights the delicate underlying power dynamic that forms the foundation of the Consumer-Provider interactions when a Provider is working in a Consumer’s home because the Consumer is the Provider’s de facto boss. This is usually not something most Consumers think about, but the Provider is always acutely aware.
Our Nano-Franchisee found himself in an immediate state of stress and anxiety. Within mere seconds, he found himself needing to carefully evaluate the potential repercussions of his response. Disagreeing with his Customer could have led to dissatisfaction and, possibly, an escalation of the situation. As well, beyond that moment, he had to consider any potential fallout if he chose to disagree. In a matter of seconds, some of the questions that ran through his head were: Would his Customer become disgruntled? Would she post negative feedback on social media? Would she insist on him covering the damages and even consider legal action if he refused? Was he going to have to make an insurance claim, have to pay a deductible and risk driving up his monthly premium? Could he risk losing this valuable Customer?
This situation had the potential to set him back financially and seriously harm his impeccable reputation, which he had invested a considerable amount of time and effort into building. It could also impact his ability to secure future bookings, ultimately affecting his livelihood and his family’s well-being. So, with a mix of emotions and despite knowing he had taken no action to cause the damage, he conceded to the Customer’s claim to avoid the potential escalation and negative consequences he envisioned if he disagreed.
Accessing Support Services
After completing the booking, he accessed the knowledge base within the Motivated Brands Academy app, which directed him to call the toll-free Provider Support Line. He was connected with an expert Support Agent. Following company policy, the agent created a support ticket and promptly escalated the issue to the divisional Vice President. Later, once the matter was eventually resolved, our Nano-Franchisee reported back to the company President that he felt supported and that it significantly alleviated his anxiety and stress as he understood that even if the outcome was not in his favor, the process would be conducted fairly, with due diligence, and that due process would be applied.
Initiating the Damage Claim Process
The initiation of the damage claim process was triggered when the Customer responded to the Company’s email asking if she wished to enact a damage claim, and step one, ‘Review Claim,’ commenced. The claim information provided by the Customer was reviewed to assess its validity and ensure that it met the requirements to move forward with the next step. It was deemed the Customer was speaking in good faith. If it had been suspected that it was a fraudulent claim, then, as per company policy, a police report would have been immediately filed to report the suspected fraud.
Investigating and Assessing the Claim
The divisional VP moved to step two, which is to ‘Investigate Claim.’ This is where all relevant information is gathered regarding the incident, if needed, the VP communicates with all parties involved, including any relevant third parties. The VP delved into the written submissions and photographs from both parties and, in addition, direct communication with the service Provider was initiated through a phone call interview. This conversation was instrumental in evaluating the cleaning methods employed in the bathroom and assessing their alignment with industry standards. Furthermore, it offered insights into the onsite conversation between the parties. A full picture was gathered so the VP was able to move to the third step, which is, ‘Assess Duty of Care.’
This step assessed whether the Provider fulfilled their duty of care obligations, which include adhering to reasonable industry standards and best practices and taking reasonably appropriate measures to mitigate against foreseeable incidents occurring. As it was clearly demonstrated that the Provider adhered to industry standards and best practices, coupled with the adoption of reasonably appropriate measures to prevent foreseeable incidents, the Provider did provide the proper duty of care.
Next, the VP moved to step four, ‘Assess Causation,’ aiming to determine if the alleged damage was actually caused by the Provider. The investigation revealed that, in order for the mop used to scratch the surface in the manner seen, the mop ring, which would have been below the damaged area, would have to have been intentionally lifted and pressed against the surface with great force and rubbed against the surface multiple times while maintaining the pressure and, as well, done so in various directions as the scratches were in more than one direction. Even then, it would be questionable if it would have caused the damage.
Next, the vacuum was looked at, including its head and canister, and it was deemed that in order to scratch the surface in the manner seen, it would have to have been intentionally misused. This would have involved lifting both the vacuum head or the canister and intentionally pressing it against the surface with great force, rubbing them vigorously in multiple directions while maintaining pressure. Even with intentional misuse, it remains questionable if it could have caused the damage reported.
Next, the VP examined the possibility of Nano-Franchisee unintentionally causing the damage while removing hairs from the bathroom floor on his hands and knees. It was deemed unlikely because his body movement was away from the surface towards the door, there was nothing on his clothing to cause scratches, and the force required would be considerable, making it highly improbable without his awareness that he was touching the cabinet with his body.
Delivering a Comprehensive Report
A comprehensive report was sent to both parties that started with a tailored cover setting the tone for an open-minded review of the findings and genuinely acknowledging their perspectives. This was followed by an executive summary detailing the conclusion, and then the report provided a complete breakdown of the entire evaluation so the step-by-step process could be recounted and scrutinized. Concluding this report, the company’s core brand values were spotlighted, reflecting the guiding principles underpinning the process and decision.
Reflecting on Franchisor Support
In the aftermath of the specific incident, the Nano-Franchisee understood the profound value of being affiliated with Motivated Brands Inc. The benefits were not just about bearing a renowned brand; it was about having a solid backing during tumultuous times; when confronted with the damage claim, he wasn’t left on his own. The prompt and committed intervention of Motivated Brands Inc. became an indispensable asset. They embarked on a comprehensive and systematic investigation, harnessing all available resources. The result? The truth emerged.
“I have to tip my hat to Motivated House Cleaners. It just struck me as I was reflecting on my day. First of all, the booking went fine. The Customer didn’t mention the claim or make any remarks at all. It was a cordial ‘Hi, good morning, how are you,’ plus I was left a cash tip on the counter. I felt good about the clean, and I’m just thinking about how my Customer seems to have made the decision to respect the damage claim report despite how much she could have pushed back had it been handled another way, that leads to my point; it’s a credit to the effort Motivated Brands Inc. put into making this as positive of an experience as possible for all parties, despite an unfavorable outcome for the paying Customer. It’s really astounding actually when you consider how completely out of hand this could have gotten in the hands of a freelance house cleaner who doesn’t have this level of support. Thank you.”
Advantages of Nano-Franchise Transition
In the service industry, challenges are inevitable. This case study highlights the depth of support and structured assistance Nano-Franchisees receive from Motivated Brands Inc. The aforementioned incident revealed the complexities of interactions between service providers and customers. Through Motivated Brands Inc.’s thorough and fair investigation, both the Nano-Franchisee and the Customer were assured of a process rooted in fairness and professionalism.
For freelancers, this narrative underscores the benefits of joining Motivated Brands Inc. as a Nano-Franchisee. Beyond the prestige of a renowned brand, it’s the assurance of steadfast support during challenging times that stands out. In conclusion, transitioning to a Nano-Franchise with Motivated Brands Inc. allows service providers to align with a reputable brand. It also paves the way for a future enriched with growth opportunities and unwavering support. Take the next step in your professional journey: Convert your freelance business to a Nano-Franchise with Motivated Brands Inc. and experience a partnership built on trust, support, and mutual growth.