At Etalem, we carry out occasional unannounced home visits to ensure our cleaners, cooks, and nannies consistently deliver the quality our clients expect. Our recent rounds gave us honest, valuable insights that are already shaping our improvements.
With our customer Wubedil, we received positive feedback but also learned that our feedback forms weren’t capturing full honesty, and that our customer support team hadn’t always been as responsive as it should be.
With Kidist and Anteneh, they appreciated their Etalem’s professionalism but highlighted areas where cooking skills could be strengthened. In response, we provided extra support time at no cost to understand the root of the gap and improve performance.
With Selam Mintesinot, a new mother, we heard strong satisfaction—especially with our flexible hiring options and the responsiveness of our customer care team.
With Bezawit, we revisited a past incident involving a lapse in supervision that resulted in her baby being burned. We acted quickly, supported the family, and replaced the sitter. Today, her new Etalem, Asnakech, has rebuilt trust through consistent, professional care.
We also had one additional visit where the customer expressed deep gratitude for the outstanding service delivered by their Etalem.
These visits reminded us that listening closely truly matters. Every insight helps us refine our processes, better support our Etalems, and continue providing dependable, caring household services.
They also taught us important lessons: to strengthen our feedback form so clients feel safe giving complete honesty; to face mistakes directly, fix them, and learn quickly; to communicate our services even more clearly to build trust; to investigate any skill gaps and resolve them fast; to extend our marketing beyond luxury apartments; and to reinforce our customer care team to ensure quicker, more responsive support.
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