From complaints procedure to strengths procedure

22 Apr 2026

On April 22, we had our Strategy Day! The entire operational management team and all office colleagues, together under the guidance of Quinty and Brenda from Integron, took an important step in the further development of 1nergiek. Not a standard strategy day, but the starting point of a movement: from a traditional complaints procedure to a strengths procedure.

The reason was clear. Customer research and internal reflection showed that our current way of dealing with complaints can be improved. Complaints come in through different channels, are not always handled consistently, and sometimes still feel too negative. Yet we want to use them as an opportunity to learn and improve.

Taking an honest look at ourselves

What defined this day was openness. As a team, we deliberately chose not to defend, but to understand. Not to explain, but to improve.

We are proud of our cleaning colleagues and the quality we deliver. At the same time, we recognize that there is still room for improvement, especially in follow-up, communication, and handling complaints.

In doing so, we embraced one important insight: complaints are not the problem. The way we deal with them is.

From process to behavior

The core of this movement is not in designing a new procedure. The real challenge lies in behavior and, perhaps even more importantly: how do we ensure that we continue to hold each other accountable and develop together? The session of April 22 was deliberately not an endpoint, but a starting point.

We began mapping how complaints are actually handled in practice and why that happens. Over the coming period, we will: further deepen the perspective of our clients, work together on the 'dream' strengths procedure, and above all: implement and embed this step by step in practice.

Because one thing is clear: coming up with a good approach is one thing. Sticking with it and truly doing things differently is where the difference is made. Recognizable in the context of our culture, but we too continue to develop and grow because we always want to do better.

And that is what we are going to do. Together.