[james roffey]

Wynne i agree i did make a mistake but think it was a sort of "perfect storm" situation the main reason for saying this is she knew it had what looked like engine oil on a pure white wool rug, any reasonable person and by reasonable i mean like all my customers prior to this one, would have said do your best i am not expecting miracles she acknowledged herself that she expected it to look like it did when it was new, if she had said this when i collected them i would have walked there and then.
Bottom line is i made several mistakes, she did phone me this morning she has agreed to pay for one rug which she agreed looked like it has been cleaned, the other we both agreed to settle as a refund not forgetting to doff my cap  :
I did not consider it worth returning to clean them as i did a thorough professional job the first time, actually taking a lot more time than i would normally due to the level of spotting required much of it with solvents etc prior cleaning it. in my mind she had an unreasonable expectation from the start, so what would be the point.

On the way out of her house i noticed her house carpet, it was a "Crucial Trading" job  i pity the guy she phones to clean that it certainly wont be me, every cloud ehh  

[derek west]

James, if your confident that no one can do any better then i would say to her, "that is the best result anyone can get, if you can get someone to clean it and its visually better (after taking photos) you will pay whoever does it as long as the price is within reason"

[Chris Straker]

Tell her to get someone else to clean it for that price and if better, you will pay ....... if no improvement, she pays and you keep your money !!!
Will she take the risk 

[Simon Moat]

Hi James, the customer just sounds like a nasty individual, I think what you've done has been totally professional in every way, best thing to do, IMO, is not waste any more of your time/energy thinking about the job, and concentrate on all the happy, contented customers who value your service.

[Andy Hogarth]

Do you take pics?? I have a camera with me all the time with an 8 gig memory stick.
Any damage, stains and grotty areas get before and afters, I rarely even show these to the customers but they are there just in case of scenarios like this where you could clearly show the difference you have made.

Simons right though, right this one off, can't please them all

[mark turton]

hi mate
read some of threads and i agree with guy that i take pictures in situ i then also take pictures in situ where im cleaning it (as i take away also) because light can be different.

i also take pic half way through and always manage to show a real clear difference between before and after.

a couple of rugs in past when i laid them back down in custies house didnt look overely refeshed or bright despite the several dots of oil that had been removed.
how ever when i showed them the before - during and after photos they could see the transformation (guess what, despite being on thier living room floor, they had even forgot that it had oil stains on it) some people

[Billy Russell]

Andy, you liar, you keep that Camera to take pictures of your customers knicker draws or pants draws, whichever takes your fancy! pmsl

 

[james roffey]

James, if your confident that no one can do any better then i would say to her, "that is the best result anyone can get, if you can get someone to clean it and its visually better (after taking photos) you will pay whoever does it as long as the price is within reason"

Derek,Could anyone do any better ? i dont honestly know all i know is i turned it face down vacced it to death, treated the spots and stains, presprayed agitated let it dwell for 30 min and HWE and it looked great. i will do as Simon says   and move on>

Thanks to everyone for the great advice though

[Chris Straker]

.........you have to move on ........ coz Simon says 

Not worth spending longer worrying about it, than the job actually took