Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Chris Cottrell on September 14, 2007, 09:49:33 am
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Chris did a patio pressure wash yesterday for the 2nd time and it cleaned up lovely, just like last time. The customer is unhappy and complaining about the colour of her bricks. She wants him to do it again, however if he turns the pressure up any more it could in fact damage the bricks. First should we do it again as Chris is perfectly happy with the clean and secondly can we legally get her to sign a waver saying she is happy for us to go ahead with this and takes responsibility.
Paula Cottrell
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would get more info from the customer as to the colour of the bricks and why she is not happy. If you are going to go over it again, explain verbally about damage and yes get the customer to sign a disclaimer, we do some now and again and in our T &C's at time of quote we have the wording" should we feel that any cleaning would cause damage to the surface or surrounding areas, we will discuss and come to an amicable agreement before proceeding. "It could just be that the customer does not realise, that nothing lasts forever and that this patio will have experienced wear and tear of some form :)
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Paula, The first thing I would do is pul out one of the bricks and check the underside to see what color the bricks used to be, If there is no difference then problem solved , If there is a difference then its usually down to weathering,
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fill a sprayer with diliute brick acid and spray it will be quicker get the customer to watch this as it froths up and cleans then say if this dont work nothing will
do a over kill with ppe ,ie masks visors water proofs wellies etc ,what they dont know wont hurt them ,just tell them to stand back and watch , hey at least you will look the part lol and they think they are getting something they know they cannot do them selfs this should solve the prob
take it from me
as you will no a turbo lance cleans way better than a whirl away
but i always make a song and dance about my whirl away
not that in my opinion beter than just turbo lance
it makes the customer think they are getting the vip treatment over just a guy with a prresure washer if you know what i mean
i just use my whirl away for rinsing patio drives etc looks the part where it is the turbo nossel which has done the work
as ringo once said its all in the mind you know
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PAINT THEM ;D
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PAINT THEM ;D
What!!!! The customer ;D
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There are customers who will simply never be satisfied no matter what you do. Others that get some sort of perverse pleasure from the sense of power it gives them.The more they get you running around the more they enjoy it.
You cannot win with these customers and the more you try the worse they get. They will never never be happy. You are on a loser what ever you do.
I had a new customer two weeks ago who phoned up later and started on about this wasn't right and that wasn't good enough and she wanted me to come back and do them again. I said no ( I've been caught like that before) I'll just give you your money back and take you off my list.
She was a bit taken aback but I have learned my lesson in the past. I dropped the money back through here door at six oclock the following morning. Not because I wanted to avoid her particularly, I just had an early start that morning. Before I dropped the money through the letter box I had a good look at the windows. In my opinion they were perfect, not just OK, perfect.
She got here windows cleaned for free, maybe thats what she wanted all along. But I am rid of her and thats what I wanted.