[jim mca]

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

[Aquakleen Restoration Services]

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!

[vince viola]

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!!

[Jim_77]

We'll see how it turns out

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

[Anthony Hull]

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

[craignozza]

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    anyway gave her a full refund and got the hell outta there .

[Colin Day]

That Vanish is good stuff, it even takes the colour out of the carpet...

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....

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.

[benny d]

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    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 

[Colin Day]

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    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....!" 

[wynne jones]

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.

[clinton]

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.

[garry22]

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.