[Lewis Newby]

hi folks, i was in a local store today and noticed thier carpets were in a state so i approached a staff member whoseemed to be in charge.

she agreed they could use a clean but went on to say that they were done not 6 months ago and 6 months before by a local cc'r. on both occasions there were major resoiling in a matter of hours.

my reply to this was that he had likely used hwe and was getting wick back etc and suggested a good bonnet clean was whats needed. i think i managed to talk her round as she seemed genuinly interested and asked for a card to give to the boss.

have you guys had this type of thing often?

and how do you find it trying to sell to a customer who has been put off by bad results in the past?

lewis

[Deep Cleaning Solutions]

It's hard to convert them, you could try a discounted offer for the first clean with a 100% guaranteed refund if they are not happy. Then you could end up with a customer for life.

If i feel i need to use hwe on low profile coomercial carpets, i always vac the hell out it first and i always bonnet after followed by air movers and i always say i will come back in a few days to check for wick back.

I'm always telling my sub-contactors/workers to pre vac on these jobs, till i'm blue in the face, but they just want a easy life.
I've got shot of a few because of this.
Most of them have never heard of bonneting or know how to work a rotary!!

[Lewis Newby]

i was thinking along those lines to be honest. its in an entance reception area for a cash and carry type store so alot of footfall and a free coffee vending machine surrounded by drinks/water marks.

i did mention the use of dynamal to give some added stain protection, though i must admit i am yet to try the product out.

typically 'the manager was out' so il just wait and see, but i felt the fact they had it cleaned a couple of times in the last 12-18 months showed some promise that they want the area clean so perhaps my sales talk can win over.

i feel bad down talking other companies but apparenly the carpet looked like it hadnt been cleaned after only 3 hours. im amazed the guy didnt offer a re clean or refund

lew

[Jamie Pearson]

Sounds like a great opportunity for a maintenance contract.

[Simon@arenaclean]

Situations like this is your customer really needs to understand the amount of foot fall, the fact I bet it does not get vacuumed properly and the possibility of previous cleaning causing resoiling. I would suggest  as above HWE/post bonnet and then a LM monthly clean at a really competitive rate so it's always clean. A heavy traffic area will always get dirty quicker (though 3 hours suggest wrong chemicals and it's still damp when customers walk on it) Rapid drying is the key. I do some pubs every couple of months because they understand what's actually going on and what regular cleaning will achieve. CSUK is bang on the money and I always sell on a weekly or even daily cost and include 3 HWE cleans per year.

[peter maybury]

Why not do a free demo and select an area to do tests, hwe a small area, hwe/bonnet a small patch and encapsulate a patch. Go back in a few weeks and evaluate.
I have a lot of customers that have experienced bad service and it it difficult getting the to part with more money once they have been bitten a few times before.
 These clients end up being your most loyal. But the right approach is needed.

Peter
www.carpetcleanercadiff.com

[Deep Cleaning Solutions]

Only trouble is, if he is going to do a small sample patch on the entrance,
is that people are going to walk on the dirty parts straight onto the cleaned demo part.
So you are not going to get a true reflection of how it would normally re-soil.

[Hilton]

Tell them you will clean it by your prefered method and that you will re-call in a months time to check it over and if it needs a reclean you will do it free of charge.

Once you have them agreed on this you will be back on a regular basis.