Clean It Up
UK Floor Cleaning Forum => Carpet Cleaning Forum => Topic started by: jon777 on February 16, 2007, 12:39:43 pm
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Had a lady phone me today who we cleaned for exactly one year ago.
I remembered her straight away because we had problems with her at the time.
She was hard work from the beginning moaning that she used to pay her old cleaner £40 for the day and that our charge of £240 for Lounge, Diner , HSL was very expensive.
I explained that our costs were not set by what others charge and that we offer an excellent service. We had spared no expense with our equipment and training( truckmounts) and she was welcome to think about the quote if she wanted.
I stressed at the time as I always do that although our service was the excellent we still could'nt transform old carpets to show room condition and wear and age had to be taken into account.
The Carpets were cleaned and to an excellent standard considering the age and condition!
Although she was informed removal of all stains was not guarenteed she called back the next day to say that some old cat stains hadnt come out! Also she was'nt sure the dining room had been done as she had not witnessed it! (I dont mind call backs but alarm bells were ringing with this lady - you know when intuition tells you at the quoting stage to walk away! Oh why did'nt I?)
I apoligised anyway and went to reclean the dining room and treat the permanant stains again.Was very polite at all stages and told her I did'nt mind recleaning I want her to be sure she received good value and would use us again. There was no call again and matter closed- so I thought.
She phoned today ranting and raving at the state of her carpet (one year later).??????????
I explained they should be cleaned once a year but she was having none of it. Apparentley the price I charged was extortion! The carpet she has never been happy with! Her builder friend said she should have had scotch guard for that price and that I probably filled her carpet with a sticky shampoo! (there was never any talk of scotch guard, and where does the builder come into it)?
It ended with her ranting and me not getting a word in edgeways. I explained that I was not prepared to refund at this stage and would not be returning to do any cleaning payed or unpayed.(I would be at risk wouldnt I, she could claim anything if I'd just done the cleaning again)
The saga continues she says she will take further action??? Was there anything else I could have done, I'm more than fair and would have refunded her at the time but now??
Your guys thoughts would be welcome
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charge was a bit steep! but forget it and move on m8
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forget about her and move on, a year is to late to start complaining, any civil court would just throw this out.
Mike
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The price is higher than I would have charged but if she was happy with it then whats her problem? Ive had some dodgy customers in the past myself and it's part of this business Im afraid. Just make sure they are happy after you leave and that should be the end of it! Any problems after the clean rectify them if possible. She just sounds like a head banger to me!
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She could probably have brought new carpets for that price, but she did'nt. One year on, forget it.
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your pricing structure is complelely up to you, no one has the right to tell you what you should charge, if people moan about the price then they can look else wear, and next time listern to the alarm bells and out price and walk away, no matter what you do you can please every one.
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I wonder, did you overcharge it in the hope of not getting the work?
Dene
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It dosn't matter what business your in ,your never going to please everyone!when ever I get one,I explain to them that this a wand not magic wand!
I do think the builder made a fair comment,you should have stainguarded the carpet's at that price.
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What you mean you don`t offer a guarantee that the carpets will stay clean forever once cleaned ::) ::) ::)
Cant get the service nowadays :o :o :o
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Her main complaint is stains that have not come out or reappeared.
You explained at the time that there is no guarantee that all stains can be removed,so no problem there.
If stains have reappeared after 12 months I doubt any court in the land would uphold such a complaint.
Yes,your price seems on the high side, we would never be able to charge that down here,but as already said your pricing is entirely up to you and she did accept the quote,so again there could be no comebacks especially after all this time.
No amount of stain guarding would have made any difference,she refers to old resident stains not new ones.
What does Bob the builder know about carpet cleaning?
Probably as much as you know about bricklaying.
Tell her to go away.
John
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Had one once. She booked me to clean her suite.
The following day, she was ranting that her carpet didnt look any different. ;D
To be fair, she was an old lady and it was really a shame. So I sent a mate round to do her carpet,
I wasn't getting any more involved.
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Why don't you pay for the annoying customer to go on a carpet cleaning course followed by a spot & stain removal, you'll have the client for life & she'll be eating out of your hand! "go on you can afford it"
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What you charge per job/sq mtr is of course up to you,and i think your price was fair,however you just cant account for what people expect,
i think you handled this one correctly,any way no matter what you offered her,she wasn't going to be happy, sometimes its the only option, just make the right sounds and walk away!
Dave
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I dont think she will get anywhere with her complaint, however, how long did it take you? If half a day, your charge is fair, if only an hour or two ?????
Dave.
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The price the customer paid is not the issue here, and was agreed between contractor and customer prior to work commencing.
If the customer isn't happy with the service received they should be expected to contact the contractor within a reasonable period of time (a few days) and not leave it a year, the initial complaint over the dining area was dealt with in an acceptable and fair manner, as for the customer expecting someone to even consider a complaint they made a year after the fact is sheer stupidity on their part and any attempt at legal action would be dismissed.
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There is nothing she can do one year later.
Bloody hell your prices are high though! :o
Phil
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How is £240 expensive for the work that was carried out? Best, Dave.
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Well, unless it was a big house £240 for HSL & Lounge/Diner seems a little on the high side.
Not having a go, just an opinion.
Phil
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Hi
I dont really understand why anyone would pay £40 then £240.
In my experience when people use a cheap cleaner, they will allways want a cheap cleaner.
Dave
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Andy H has hit the nail on the head...price isn't the issue.
A price was given and accepted therefore a contract was agreed....if the lady thought it expensive then she should have used her perogative and gone elsewhere.
The intial complain was dealt with in the correct manner and twelve months later is a bit unreasonable for her to complain. The builder's comments are irrelevant
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Some people just like to make hollow threats to express their annoyance, often because they are simply of this temperament and are agitated by lots of other issues in their life. It costs them nothing to do and they are free do it 24/7 at their leisure; no skill required, but no realistic point to make either !! Don't worry, any threat of this type is unenforceable and remember, you quoted (and they accepted) the job in a professional and business-like manner. Just imagine how you would feel if you were the employee of a large organisation and somehow the custy knew your phone number and tackled you direct ? (I've been in this situation but felt very insulated). It's essentially no different here, but being your own boss you're likely to feel closer to the forefront of matters. Whilst all good tradespeople hate any form of complaint (reasonsable or silly) it happens and we have to live with the possibility of it occurring.
Pete (JS2)
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for what it's worth i think that price is very high, when a customer is paying that sort of money you leave yourself open for them to think that you are going to take out all stains and make the carpets look like new even when you say they might not all come out, but after a year, she has no right to complain.
colin
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WOW !
Well done for getting work at that sort of price :D
Is carpet cleaning your main business and are you busy all of the time ?
WOW !
Chris
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Hi again
Am I right in thinking you are based in the South East and use Fast track as marketing? I think I have seen you around. If so, please remember I'm quite local so if you ever get to busy give me a call. I think their is room in your prices to sub out.
Cheers
Justin
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Whats all this "I think the price is high" rubbish? The lad hasn't even said how big the rooms are!
I charge £130 for one particular customers lounge....is that high?
::)
ps: send the customer a 3 week old mackeral through the post.
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I agree, we are all assuming its a standard house, if it is I would want the bedrooms done as well for that price.
Phil
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we all get them,
your price, is your price, regardless of what others say. If you can get repeat business you have proved that it is a more than fair price for your work.
Everyone who say your too expensive should be thinking "why don't i get away with charging that much" instead.
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Price is not an issue. My most wealthy client pays £250 for his HSL to be cleaned. His hall is about the same size as the whole of the downstairs in my house. So its not an issue.
The issue is the womens attitude that you cant change.
Move on.
Mark
PS. if this was a refferal then yes its more annoying and possibly damaging to your reputation.
PPS. the hardest thing in this game is to charge for cleaning when the stains dont come out esp if the only reason their getting the cleaning done is to remove a small stain but your clean the whole room.
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if you can get 240 FOR H/S/L/ LOUNGE AND DINER
GOOD LUCK TO YOU !!!
if your custys are willing to pay that .then long may you continue!!!!
you must be doing something right!!
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I've just read your post. That woman is totally trying it on. Forget about her. You don't need customers like that.
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I have to say that price doesn't guarantee 'no moans' from the customer. :o
A couple of years ago I had the missfortune to carry out some carpet cleaning for a local wealthy business woman at her home address.
The place was a tip :o with dog wee up the furniture.....on the carpets and in fact on the furniture. I worked hard and the 2 cleaners ?? who sat and watched me all day said I'd done a great job.
Unfortunately whilst carrying out the work I accidentally caught a wall on the landing with a machine.. ::) :P causing a mark about the size of a 50p piece. The wall was lathe & plaster as the cottage was pretty old. I repaired the mark before leaving, informed the Cleaners and checked with the owners son who said it would be fine. I did one extra room FOC and reduced my invoice by an additional £25 :'(. On leaving, one of her 2 dogs was now walking around on the kitchen units......lovely place :-X
A week later I discover a threatening email in my 'junk'email' folder from the woman demanding I have the entire Stairs Landing and Hallway redecorated at my expense and threatening legal action if I didn't. :P (What happened to the good old phone)?
I was....gobsmacked >:( :o
I ended up handing it over to my Public Liability Insurers, who were excellent. Told me to forget about it and they would deal with her........something about sending their own 'Rotweiller' round.
Will I NOT be going back their ?
Les
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After contacting the insurance co id have invoiced her for the extra FOC work and the £25 you knocked off as a good jesture, she threw it back in your face so why not?
Cannot stand people like that, id av told her she was a scruffy cow aswell.
Dene
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I felt like it Dene , I just couldn't believe her attitude.
I'm the first to admit that we all make mistakes at one time or another, (not too often though) :D and we always rectify them as soon as possible to keep our customers satisfied.
This lovely individual was actually nominated as 'Local Business Woman of the year' :o ::) and No she doesn't run a Hygiene company. :)
Les