For years, we struggled to understand how to responsibly interact with our clients. Whose fault was it really? Does fault even matter? At the end of the day, satisfying, and thereby retaining, the client is all that really matters. So, after years of intellectual striving, we just sat down and removed as much of the ambiguity as possible. We developed this for use at Kalee's Cleaning but it is applicable for any house cleaning, housekeeping, or maid service. hopefully this framework will help you better understand when you need to take responsibility and how to successfully resolve client satisfaction issues.