[james roffey]

I have just returned from delivering two rugs that i collected to be cleaned last week, when i arrived to collect them they were rolled up in a garage, i broke a golden rule by not unrolling them, Stupid i know. When i got these two shag pile pure wool rugs back home they were disgusting, Mould damage to the backing where they must have stood in the garage for who knows how long, the rugs were covered in spots and stains one of which looked like an engine oil leak. they both looked very grubby.
They took me a long time to get them looking to what i thought was a transformation, even the oil i managed to get out, not every stain came out but 99% were improved to the point that they were hardly visible.
After i dropped them off i got a call from the customer to say how disappointed she was with the results, they were so dirty she would not be able to even lay them on the floor, i was gobsmacked, i consider myself a hard taskmaster but these rugs were a massive improvement and looked fine, i asked he if she had seen them while they were in her garage to which she replied yes, she added that she thought they would have looked better, i have made very little cleaning these rugs which were a pain to do due to the level of spotting required, plus they were very heavy too. It has been left that she will look at them in the light in the morning and give me a call.
I have yet to have a customer unhappy with my work and it looks like i will not be cashing her cheque as i offer a guarantee, but what really gets me is i thought i had done a good job. i dont mind well not too much giving her a refund but i spent a long time on those rugs and believed i had cleaned them thoroughly.

To top it off my first job was a no show, tenant didn't bother phoning me to tell me she wasn't coming to let me in, and i have not been able to get hold of her since

[Chris Straker]

I always try to be the one that rolls the rugs, so I know what to expect when cleaning ........ if they arrive rolled up/folded, I always take photos of the problems and call the client (easy to email photos as well) .......... I get their permission to continue, even if I play down the results and give them the option of not going ahead.
Always make them fear the worst and then they may be pleasantly surprised but they still pay either way, as they confirmed it 

[james roffey]

Chris that has always been my approach too, downplaying results is something i have always done and i always write clean to best advantag on my survey forms that i give customers.
I think it was a combination of things on this particular job i was rushed off my feet when i went to collect them, they were already rolled up and space was limited in the garage so unrolling them would have been awkward and my sixth sense told me it would be ok she lived in an affluent area, i know that's not always a guarantee and she seemed friendly and pleasant.
What does irritate me is the fact that you have to treat every customer as though they are idiots explaining that the "iron burn" in the middle of the room wont come out because one customer i had thought it would, or that the traffic lane is worn and cleaning wont bring it back, now i am going to have to insist every customer unrolls every rug.

Your idea of phoning the customer is a good one it pre empts  them coming back at you with spurious claims

[wynne jones]

I have just returned from delivering two rugs that i collected to be cleaned last week, when i arrived to collect them they were rolled up in a garage, i broke a golden rule by not unrolling them, Stupid i know. When i got these two shag pile pure wool rugs back home they were disgusting, Mould damage to the backing where they must have stood in the garage for who knows how long, the rugs were covered in spots and stains one of which looked like an engine oil leak. they both looked very grubby.
They took me a long time to get them looking to what i thought was a transformation, even the oil i managed to get out, not every stain came out but 99% were improved to the point that they were hardly visible.
After i dropped them off i got a call from the customer to say how disappointed she was with the results, they were so dirty she would not be able to even lay them on the floor, i was gobsmacked, i consider myself a hard taskmaster but these rugs were a massive improvement and looked fine, i asked he if she had seen them while they were in her garage to which she replied yes, she added that she thought they would have looked better, i have made very little cleaning these rugs which were a pain to do due to the level of spotting required, plus they were very heavy too. It has been left that she will look at them in the light in the morning and give me a call.
I have yet to have a customer unhappy with my work and it looks like i will not be cashing her cheque as i offer a guarantee, but what really gets me is i thought i had done a good job. i dont mind well not too much giving her a refund but i spent a long time on those rugs and believed i had cleaned them thoroughly.

To top it off my first job was a no show, tenant didn't bother phoning me to tell me she wasn't coming to let me in, and i have not been able to get hold of her since

You've said it yourself, you set yourself up for a fall, she's not interested in the fact you sweated you nuts off and they are 100x better.

You had lots of choices even after your first dropped bollock. You could have took them back and say not interested, you could have rang up and explained, you could have took pictures you could show her of how they looked before you started cleaning. But instead you took a chance and you lost.

Bet you don't do it again

[james roffey]

If i thought that they could not be cleaned like a urine stain that i know wont come out then i would have phoned her but cleaning them was like a Zebra pattern i actually had my wife comment how much better they looked half way through cleaning the bloody things, i wished i had returned one of them uncleaned then she would have no argument.
You are right though but i enjoy having the trust of my customers and i trust them to be fair too, shame some people are like this once bitten though, how do you politely say i have to unroll your rug because i don't trust you, because that what some will be thinking. 

[Neil Williams]

James, call her and offer to redo them. Collect them and then rub some old engine oil and other delights back onto them. Take them back and say "Sorry couldn't get the stains out, no charge."
Some customers just take the p.ss and this sounds like one of them, so let her have them back in the same state.

[Len Gribble]

James

Even the transporter (which you were) has rules you broke them

How about I need to inspect your rug politely off course

[derek west]

If i thought that they could not be cleaned like a urine stain that i know wont come out then i would have phoned her but cleaning them was like a Zebra pattern i actually had my wife comment how much better they looked half way through cleaning the bloody things, i wished i had returned one of them uncleaned then she would have no argument.
You are right though but i enjoy having the trust of my customers and i trust them to be fair too, shame some people are like this once bitten though, how do you politely say i have to unroll your rug because i don't trust you, because that what some will be thinking. 

james, surely you would say, "theyve been in the garage so i'll have to check they haven't got mould growth, only takes a few days and once mold has got in its uncleanable" simple really mate. ive checked a few rugs that have been in garages and nearly everyone has had mould growth, i then eplain limitations and give them there choice.

[james roffey]

The mould growth was only on the backing on one rug, none of it was visible on the pile. i agree though i should have inspected them and explained limitations, but the point that irritates me is i did a good job they looked so much better i was astounded when she phoned me.
I did a carpet once and the customer commented that it had dark marks on it, i reached up and swung the light, amazingly the dark marks moved. i am hoping this is the case here

Neil

I would dearly love to give her the rugs back in the condition i collected them in, that would shut her up

[james roffey]

James, call her and offer to redo them. Collect them and then rub some old engine oil and other delights back onto them. Take them back and say "Sorry couldn't get the stains out, no charge."
Some customers just take the p.ss and this sounds like one of them, so let her have them back in the same state.

If only     if i were retiring it might be an option.

[wynne jones]

James

I've done something similar in the past and sometimes you feel a bit railroaded being presented wth rolled up rugs and shoved out the door.

I remember once being given this massive rug on the doorstep that supposedly 'was just dirty' and told to be on my way.

He was a bit put out when I told him I needed to inspect it and take pictures in situ. He was huffing and puffing and then I pointed out candle wax, falling apart fringes, pile distortion, dye bleed.... Anyway this not only covered my backside but I came away with additional work at additional cost. Inspecting rugs  pays well and keeps your insurance premiums low.  

[Barry Livingstone]

What are people using to TAG rugs, am finding that as I do more and more each week am Running out of space, So whats the best way to TAG rugs so you can log customer details and it not come off during cleaning or Drying?

Barry

[wynne jones]

Actually that's a good point Barry, tag them there and then at custies before you throw them in the van. I have some plastic  squares with an eyelet and either attach with string or wire. Then write details with indelible pen. Don't take it off till in custies house again.

[Kev Loomes]

....you have to treat every customer as though they are idiots explaining that the "iron burn" in the middle of the room wont come out because one customer i had thought it would, or that the traffic lane is worn and cleaning wont bring it back...

Exactly Jim, no matter how nice they are or how 'knowledgeable' you think they might be, its the only way to cover your back. Explain, explain, explain. Its like telling a 5yr old something over and over again, but its gotta be done.

[Hilton]

Its quite simple,

On you're collection note, you mark it unchecked, both the customer and you sign it, she gets a copy...

On your delivery note, you list all the problem areas and whether they have been rectified, hand that and the rug back, collect your cash....

No come backs...ever

On a separate issue, I would be concerned You are offering 'guarantees' on rug cleaning, you can not guarantee anything other than you did your best and as you have found out that not acceptable.....you are leaving yourself open to all kinds of issues, I would remove that from your marketing literature.

[Chris Straker]

That just reminded me of a specific line in my T&C's .............

"(d) It does not accept responsibility for items removed prior to inspection. Curtains, blinds, rugs & loose covers must be removed by STRAKER ECO personnel or no guarantees can be offered."

May have mae things a little easier for invoicing time 

[james roffey]

Hilton i have always offered a satisfaction guarantee on all my work and from feedback i have had from customers the last few years i still believe that the benefits far far outweigh the people that may take advantage, on quotes i always point out that i will do my best and this or that may not come out even explaining were is wear, not dirt. If this customer rings me today that will be the first time i have had to return a customer their money, i think that proves the statistics do work in my favour, but you do have to be careful, and i put my hands up and admit i was less that prudent on this one and it came back to bite me. But i have learnt and i thought that sharing it on here may help others who have not come across this, seems most have though..

[Carpet Dawg]

I think James has got the point about unrolling the rug! lol

Has the client asked for a refund? Unless she asks directly for a refund I would offer to reclean or leave it at that.

I offer to re-clean before a refund is mentioned. You should try the same. If your not stacked out with work, might be worth going round there and cleaning it on-site to show her whats involved (alot of hassle though, depends what your charging and if its worth it)  then she'll she for herself the effort your putting in atleast.

Obviously a re-cean sometimes still wont do anything to the apperance.

p.s. take it back and do what Neil said!  

Tony

[Doug Holloway]

Hi Guys

James it's all part of the learning curve which turns you into a cynical old git like me.

As you put your prices up these types of people don't book!

Cheers

Doug

[wynne jones]

I don't like the idea of a re-clean. It suggests to the customer you didn't do your absolute best and could have done better.

I also don't think you had a 'bad' customer, you just made a big mistake right at the start. If you had rolled it out she may have been totally shocked by the state they were in and when you brought it back be over the moon.