Clean It Up

UK Floor Cleaning Forum => Carpet Cleaning Forum => Topic started by: craignozza on January 22, 2012, 03:35:59 pm

Title: What to do
Post by: craignozza on January 22, 2012, 03:35:59 pm
Hi guys cleaned a carpet last week and get a phone call from the lady saying that it dont look any cleaner so i told her i would go and have a look well i turned up there today and cant for the life of me see anything wrong with it no marks no stains or anything but shes adamant that its not .. what do i do because i dont want to clean something that i know wont get any cleaner for her only to moan again saying it dont look any cleaner .

Craig
Title: Re: What to do
Post by: Mike Halliday on January 22, 2012, 03:42:57 pm
either refund  her money back or tell her to get stuffed..... its up to you

i would just tell that you worked your hardest to give her the best clean possible, but you always offer  a 100% money back guarantee, so if you don't exceed a customers expectations you will gladly refund their money
Title: Re: What to do
Post by: AshWhite on January 22, 2012, 03:43:56 pm
I would arrange to reclean at no extra charge, but first I would ask her where SPECIFICALLY she expects to see an improvement? I would also take the time to explain about wear n tear, and that no amount of cleaning is going to put wear back into the carpet - but she can feel confident that her carpets have been thoroughly cleaned to a high standard - as carpets age they simply stop reflecting light the way new carpets do.
Title: Re: What to do
Post by: Paul Heath on January 22, 2012, 03:44:26 pm
at the end of the day what is it going to cost you to clean it again, perhaps while she watches you, then show her what you have pulled out of the carpet.
That way you have more than covered your back...gone the extra mile by cleaning her carpet again.
She would have got her carpet cleaned twice and only paid once, all its cost you is a bit of time.
Then if she still not happy...walk away with your head held high...with the knowledge that you tried your best and all she is after a new carpet.
Title: Re: What to do
Post by: Ian Gourlay on January 22, 2012, 03:44:38 pm
After all you are a member of the Tacca
Title: Re: What to do
Post by: Colin Day on January 22, 2012, 03:53:50 pm
Make a point of showing her the contents of the waste tank/bucket if you can. Just hope to god it doesn't come out looking too minging though, cos she'll really think you did a crap job first time round...

I always show the customer the contents of the waste bucket, an old guy once said "I bet you keep a lump of coal in the tank to make the water black...!"

Cheeky old sod.... ;D
Title: Re: What to do
Post by: Bob Allen on January 22, 2012, 04:26:49 pm
Did you call her in whilst cleaning and say"did you want to see the before & after whilst im cleaning"
I always make a point of doing so, i sometimes take a pic on my mobile (if they are not around)
Title: Re: What to do
Post by: wayne zabel on January 22, 2012, 04:41:02 pm
Was the carpet particulary stained or dirty before cleaning?

Surely there are times when a carpet that isnt too bad wont look a great deal different and give you the wow factor.

I think some people think Cc are magicians
Title: Re: What to do
Post by: L.Doubtfire - The Blade Runner on January 22, 2012, 05:17:46 pm
Craig,no one so far has asked what type of carpet it is
Or what method you used to clean it,so I will,if you
Answer this it will give members a chance to assess wether
Your customers complaint is justified.When a carpets
Cleaned,done and dusted,the finish is in `the eye of the
Beholder`.



Lewis  Doubtfire



Title: Re: What to do
Post by: craignozza on January 22, 2012, 06:49:26 pm
Cheers for the replys guys also l doubtfire Im not on here  looking for justification of my work as i am quite a competent carpet cleaner as you probably are yourself and done everything in my power to clean that womans carpet as i do for everyone elses carpets .

Craig
Title: Re: What to do
Post by: Kingsley Wright on January 22, 2012, 08:18:09 pm
I think the action to take depends on whether the carpet was visibly stained or dirty before you cleaned it or whether it already looked clean.

If the carpet already looked clean before you started on it, then there's little point in cleaning it again as it's still not going to look any better, but maybe you could offer to clean another of her carpets that does look dirty.
You're well within your rights to just politely point out that you've undertaken the service she's paid you for, and leave it at that. It depends how much you want the goodwill really.

If after cleaning you removed loads of stains and made the carpet look much better, then it sounds like she's just trying it on for a refund or a free clean. If that's the case then you don't want this customer in the future.
If you're certain the customer is 'mistaken' then tell her so (politely)! - But certainly don't give her a refund or clean any more carpets.

Kingsley
Title: Re: What to do
Post by: Neil Williams on January 22, 2012, 08:30:16 pm
, an old guy once said "I bet you keep a lump of coal in the tank to make the water black...!"

No. It's where the constant cups of tea/coffee go to enhance the colour of the waste water. But keep that quiet it's a trade secret ;D

As to the problem in hand. Did you do a towel test in front of her on any areas she chose. Can't say I've had to do this but it's a cheap quick way of proving if there's still dirt or not, and it's what I would do.
Title: Re: What to do
Post by: Jim_77 on January 23, 2012, 12:33:34 am
Sounds like a professional complainer.  Hand her back the money, walk away, delete this topic and don't ever think about it ever again.  It's the only way :)
Title: Re: What to do
Post by: L.Doubtfire - The Blade Runner on January 23, 2012, 05:50:05 am
I don`t agree with that Jim.Also,well,,,,Mike Halliday telling the
Customer to,,,,,, .
Only Craig knows,he`ll have his own opnions of the customer.
If she`s a serial complainer,and Craig thinks this,the carpets been
Cleaned to the best advantage and the visual effect is beyond Craigs
Control.
No real answer to this I guess and the `thread`being deleted might
Just happen. :-\



Lewis  Doubtfire
Title: Re: What to do
Post by: Seymour Sunshine on January 23, 2012, 08:05:41 am
Cheers for the replys guys also l doubtfire Im not on here  looking for justification of my work as i am quite a competent carpet cleaner as you probably are yourself and done everything in my power to clean that womans carpet as i do for everyone elses carpets .

Craig


Seems a bit unfair, Craig. Lewis asked a very intelligent question. I'm quite sure that he didn't mean to be offensive in any way.

There are an infinite number of types and patterns of carpet. I wondered if it was an old, heavily-worn, pale, patterned carpet or a newish dark one. And not all of us are familiar with the methods that you use.

Maybe a clear and simple answer would help others if they found themselves in a similar position in future.
Title: Re: What to do
Post by: Jim_77 on January 23, 2012, 11:36:57 am
Lewis, I rarely get complaints.  Last one I had was a very apologetic customer asking me to come back and have a look at a rug (dead cheap one, always the way) that had buckled when drying (we left it hanging over a rail to dry).  They were quite friendly and understanding, almost sorry to call me back.  These are GENUINE complaints and get handled without compromise, to ensure the customer is happy and will return next time rather than have a bad experience and go elsewhere in the future.

The complaint I had before that was a landlady who decided her rental property was costing too much to fix, after the last tenants did a bunk and left rent arrears to the tune of £1k.  She thought she'd have the carpets cleaned and complain to avoid paying for it.  She didn't bank on dealing with me though :)

I'm pretty sure Craig runs his business in the same way as me, so will handle complaints very similarly.

The "complaint" he's described above is NOT the genuine type of "sorry to bother you but could you come back and have a look at this?  we don't think it's quite right" complaint.  It sounds like the classic professional complainer who are aggressive in their complaint, will not take any form of offer to settle the problem or re-clean... they just want to avoid paying the money.

Unless you are even more stubborn than me, forget it, otherwise county court claim... no pi$$ing about, as soon as they say they are not going to pay it you play hard ball put the claim in.
Title: Re: What to do
Post by: craignozza on January 23, 2012, 12:19:43 pm
Exactly that jim  :) Im going round to see her this evening so will post on here what happens .

Cheers Craig

Ps look forward to meeting you jim and others who are going to the tacca day in may  :)

Title: Re: What to do
Post by: wayne zabel on January 23, 2012, 12:35:57 pm
Craig,is it wise going to view the carpet in the evening?

I always think the cleanest of carpets look dirty in bad or artificial light.

We had a brand new carpet put down about 3 months ago and if we have the "big" light on at night it appears dirty.
Title: Re: What to do
Post by: L.Doubtfire - The Blade Runner on January 23, 2012, 12:45:31 pm
Craig,can you take a `pic`while your round there ?Post it on
Here.
Jim,there`s a big `snag`to all this.We only know what Craig
Has written and told us.I assume the customer paid Craig upon
Completion of the cleaning………………………….There`s
2 sides to a story… 8) 8)… ;) ;)………………….Oaky Craigs `caught
A cold`perhaps.Anyways just for now,see what Craig comes
Back with tomorrow ;D


Lewis  Doubtfire
Title: Re: What to do
Post by: craignozza on January 23, 2012, 01:13:47 pm
I think some of you are making a bit of a song and dance over this thread ..The topic wasnt started for anyone to make judgment on  wether the carpets were clean or not  it was started to ask for help in what to do in this type of situation  :)
Title: Re: What to do
Post by: jim mca on January 23, 2012, 01:42:46 pm
Craig

If you advertise satisfaction guarenteed or your money back then deal with it offer to re clean if she refuses
then walk if she accepts then make sure shes there talk here through the process start with showing here your spotless recovery tank clean any are she chooses and show here the clean water in your recovery tank and prove the job you done for her if she is still not satisfied then offer her money back if thats your guarentee if you dont offer a money back guarentee then explain you have done your best and you are sorry her carpets did not come up as good as she was hoping for but the only way to improve them further would be to replace them with new.

Jim


Title: Re: What to do
Post by: Aquakleen Restoration Services on January 23, 2012, 02:05:50 pm
Lewis, I rarely get complaints.  Last one I had was a very apologetic customer asking me to come back and have a look at a rug (dead cheap one, always the way) that had buckled when drying (we left it hanging over a rail to dry).  They were quite friendly and understanding, almost sorry to call me back.  These are GENUINE complaints and get handled without compromise, to ensure the customer is happy and will return next time rather than have a bad experience and go elsewhere in the future.

The complaint I had before that was a landlady who decided her rental property was costing too much to fix, after the last tenants did a bunk and left rent arrears to the tune of £1k.  She thought she'd have the carpets cleaned and complain to avoid paying for it.  She didn't bank on dealing with me though :)

I'm pretty sure Craig runs his business in the same way as me, so will handle complaints very similarly.

The "complaint" he's described above is NOT the genuine type of "sorry to bother you but could you come back and have a look at this?  we don't think it's quite right" complaint.  It sounds like the classic professional complainer who are aggressive in their complaint, will not take any form of offer to settle the problem or re-clean... they just want to avoid paying the money.

Unless you are even more stubborn than me, forget it, otherwise county court claim... no pi$$ing about, as soon as they say they are not going to pay it you play hard ball put the claim in.

Jim I always enjoy reading your posts...you know your stuff and always make an intelligent contribution to this forum!
Title: Re: What to do
Post by: vince viola on January 23, 2012, 04:41:04 pm
Agree with Jim  on this.
Craig I'm sure knows his stuff and sometimes you unfortunately get people who either expect miracles or are just pro complainers.
I always say to the unrealistic ones, although I use a wand, there are limits to the magic it produces!!
Title: Re: What to do
Post by: Jim_77 on January 23, 2012, 04:58:24 pm
:)

We'll see how it turns out

Quote
Jim I always enjoy reading your posts...you know your stuff and always make an intelligent contribution to this forum!

Not all the time, I can talk some right old cod's as well ;D
Title: Re: What to do
Post by: Anthony Hull on January 23, 2012, 09:38:00 pm
I agree with Jim.

The one time I've had a complaint since starting, I offered (and gave) her money back. She was a landlord and not present at the time of the clean and only inspected it after I had gone. Whilst there, I cleaned the area 3 times it was that bad, but I agree it did not look like new (as she might have expected it to!).

Anyway, client asked if I would come back to clean but I explained to her that I had already cleaned it 3 times on the day and that it wouldn't get any better after a re-visit, so offered her money back which she agreed. She was happy to receive her money back and I was happy to get on with serving the 99% of customers who are happy 1st time and who pay in full.  ;)

Cheers,

Anthony
Title: Re: What to do
Post by: craignozza on January 24, 2012, 11:35:50 am
Hi guys went and saw the lady last night she wasnt interested in anything i had to say in her eyes she was right and i was wrong .I did have to laugh when she told me she went round with vanish after  me doing the carpets and thats why they were slightly cleaner  ;D  anyway gave her a full refund and got the hell outta there .
Title: Re: What to do
Post by: Colin Day on January 24, 2012, 12:05:00 pm
That Vanish is good stuff, it even takes the colour out of the carpet... ;D

A least you aren't answerable to her any more. On the one occasion I refunded half the money back, the lady threatened to tell everybody how bad I was at my job. (They had flooded the carpet prior to me cleaning them and lay the fault of the rotting underlay on me!) >:(

"That's fine!" I said, "I've recorded our conversation on this phone, so you'll be hearing from my solicitor!" (A regular customer) 

She soon started back peddling.... ;D

I can usually sense these odd ball/awkward people and up the price considerably, so as to lose the job or at least if I get the job, it's almost worthwhile.
Title: Re: What to do
Post by: benny d on January 24, 2012, 04:34:38 pm
Hi guys went and saw the lady last night she wasnt interested in anything i had to say in her eyes she was right and i was wrong .I did have to laugh when she told me she went round with vanish after  me doing the carpets and thats why they were slightly cleaner  ;D  anyway gave her a full refund and got the hell outta there .

Wait a few months, keep her phone number, and call her at 3am one morning pretending to be a drunk, (or perhaps no need to pretend?), asking for someone who doesnt live there. Just remember to withold your number  ;)
Title: Re: What to do
Post by: Colin Day on January 24, 2012, 04:38:27 pm
Hi guys went and saw the lady last night she wasnt interested in anything i had to say in her eyes she was right and i was wrong .I did have to laugh when she told me she went round with vanish after  me doing the carpets and thats why they were slightly cleaner  ;D  anyway gave her a full refund and got the hell outta there .

Wait a few months, keep her phone number, and call her at 3am one morning pretending to be a drunk, (or perhaps no need to pretend?), asking for someone who doesnt live there. Just remember to withold your number  ;)
Stick a cucumber through her letterbox and shout "The Aliens have landed....!"  ;D
Title: Re: What to do
Post by: wynne jones on January 24, 2012, 04:41:31 pm
You will get the odd one however brilliant you are. I used to stress over these types and the trick is to forget about them quickly and move on to people worthy of your services.

I would have a look and if I feel she's unrealistic or a crackpot I would not offer a reclean I would give her  money back politely and forget about her making a note on my database just incase she ever rings again.
Title: Re: What to do
Post by: clinton on January 24, 2012, 04:49:00 pm
Think you did your best mate with this client.

She will be a pain for any of us to work for as her expectations were never going to be made.

I try and price too high if i dont want the job or feel something is not going to be right.
Title: Re: What to do
Post by: garry22 on January 24, 2012, 05:45:30 pm
Craig,

You've done the best thing.

I presume you are au fait with the 80:20 rule (most of your profit OR aggro comes from just a few people). She's one of a small percentage that are not worth your time and effort.

Just think you have paid (only) a couple of hours of your time to get this pain in the butt out of your life.

You'll probably replace her shortly with someone who is pleasant to deal with and does not argue about price.