What’s the right approach?

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   I'm just now getting back into the business (was in it in the 80's and 90's - now buying another TM/1 ton).

Anyway. I use to explain to customers that stains will not come out, most spots will.  For stains I can do a cut and plug if they have additional carpet or can even take it from the corner of a closet.  Some customers would take the cut and plug (up$ell)

If the carpet is absolutely filthy, I use to always write that I recommend the carpet be replaced.  No Guarantees!

I read the the work order (invoice) to the customer, had them sign it to OK me to start the work, then have them sign it again to approve the work when I was completed.

Most customers KNOW when their carpet looks like S**T, others don't and need an honest professional opinion.  

Just remember to always Cover Your Rear.  The last thing you want to do is replace a customers carpet because you failed to note the true condition on the invoice.  (CYA).

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SSDB Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 25/January/2006 Status: Offline Points: 10	Post Options Post Reply Quote SSDB Report Post Thanks(0) Quote Reply Topic: What’s the right approach? Posted: 26/January/2006 at 12:22am
	I'm just now getting back into the business (was in it in the 80's and 90's - now buying another TM/1 ton). Anyway. I use to explain to customers that stains will not come out, most spots will. For stains I can do a cut and plug if they have additional carpet or can even take it from the corner of a closet. Some customers would take the cut and plug (up$ell) If the carpet is absolutely filthy, I use to always write that I recommend the carpet be replaced. No Guarantees! I read the the work order (invoice) to the customer, had them sign it to OK me to start the work, then have them sign it again to approve the work when I was completed. Most customers KNOW when their carpet looks like S**T, others don't and need an honest professional opinion. Just remember to always Cover Your Rear. The last thing you want to do is replace a customers carpet because you failed to note the true condition on the invoice. (CYA).

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doug Members Profile Send Private Message Find Members Posts Add to Buddy List King of the One Liners Just My opinion Joined: 31/January/2004 Status: Offline Points: 32711	Post Options Post Reply Quote doug Report Post Thanks(0) Quote Reply Posted: 19/December/2005 at 8:38pm
	Be blunt?
	Just My opinion

Advantage Members Profile Send Private Message Find Members Posts Add to Buddy List Senior Member Joined: 22/May/2005 Location: United States Status: Offline Points: 158	Post Options Post Reply Quote Advantage Report Post Thanks(0) Quote Reply Posted: 19/December/2005 at 7:36pm
	I like the ones where the carpet is so dirty you can't see the stains for the dirt. Those are the ones you have to be really careful with the customers. How do you tell a customer "After I scrape some of this crud off your carpet I can tell you if I can get the stains out.
	CCT, UFT, OCT, CRT, RRT, WRT, SMT, FSRT, JTC, JSR, JWR, MTC a great life, if you don't weaken.

Mr.Mike Members Profile Send Private Message Find Members Posts Add to Buddy List Resident Stooge Nyuk, nyuk, nyuk Joined: 20/January/2004 Status: Offline Points: 249	Post Options Post Reply Quote Mr.Mike Report Post Thanks(0) Quote Reply Posted: 19/December/2005 at 5:44pm
	I always start with... "I cannot guarantee that these spots will come out." The typical customer always expects miracles.
	I'm positive about the negative...and negative about the positive.

Revee Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 15/December/2005 Location: United States Status: Offline Points: 32	Post Options Post Reply Quote Revee Report Post Thanks(0) Quote Reply Posted: 19/December/2005 at 5:40pm
	Thanks guys. I do have a spotting kit and a spotting guide which suggests different spot removers for various types of things ranging from red wine to coffee and pet urine. But I think something more comprehensive in terms of a video or class would definitely help me, especially when the customer no longer remembers [or admits] what caused the spot/stain. My main concern had to do with the billing aspects. Personally, I don't think it unreasonable to spend a few minutes, maybe 10-15 on a particularly tough spot if the room is in decent shape to begin with. But multiplying this by 3 to 5 'unknown's per room would quickly eat up a lot of time and profit. Sounds like a pre qualification round with the customer to inspect the carpets and set expectations is the best thing for the immediate near term, followed by some additional training/experience in spot removal techniques.

doug Members Profile Send Private Message Find Members Posts Add to Buddy List King of the One Liners Just My opinion Joined: 31/January/2004 Status: Offline Points: 32711	Post Options Post Reply Quote doug Report Post Thanks(0) Quote Reply Posted: 19/December/2005 at 4:55pm
	No one tells me anything?
	Just My opinion

cmaster Members Profile Send Private Message Find Members Posts Add to Buddy List IICRC Instigator Joined: 29/January/2004 Location: Canada Status: Offline Points: 29693	Post Options Post Reply Quote cmaster Report Post Thanks(0) Quote Reply Posted: 18/December/2005 at 11:43pm
	Not freakin likely

doug Members Profile Send Private Message Find Members Posts Add to Buddy List King of the One Liners Just My opinion Joined: 31/January/2004 Status: Offline Points: 32711	Post Options Post Reply Quote doug Report Post Thanks(0) Quote Reply Posted: 18/December/2005 at 11:10pm
	Don't tell me you signed up and never even told me?
	Just My opinion

cmaster Members Profile Send Private Message Find Members Posts Add to Buddy List IICRC Instigator Joined: 29/January/2004 Location: Canada Status: Offline Points: 29693	Post Options Post Reply Quote cmaster Report Post Thanks(0) Quote Reply Posted: 18/December/2005 at 9:50pm
	Don't get me started

doug Members Profile Send Private Message Find Members Posts Add to Buddy List King of the One Liners Just My opinion Joined: 31/January/2004 Status: Offline Points: 32711	Post Options Post Reply Quote doug Report Post Thanks(0) Quote Reply Posted: 18/December/2005 at 6:12pm
	Where do we signup for one of these IICRC confidence classes? Edited by doug
	Just My opinion

cutpile Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 18/December/2005 Location: United States Status: Offline Points: 31	Post Options Post Reply Quote cutpile Report Post Thanks(0) Quote Reply Posted: 18/December/2005 at 5:41pm
	Cleanex has it right for the spots and stains part of it.... The other part of it....GET PAID FOR YOUR TIME... I made this mistake when I started out as well....If you set the right expectations with the customers...you will not have to worry about selling price or coming back out to spot and redo their carpeting. I am *NOT* talking about doing a "half-a$$" job! You should know what you are talking about when you speak with a customer. If you have confidence in your abilities....this will also help you convey your confidence in whether a stain will come up or not. As stated before as well...take the IICRC class. Even knowing how a carpet fiber is made and what affects its contruction will tell you alot about each stain and what you can expect. To Your Success, Kris

cleanex Members Profile Send Private Message Find Members Posts Add to Buddy List Carpet Cleaning Specialist Joined: 17/October/2004 Location: Canada Status: Offline Points: 705	Post Options Post Reply Quote cleanex Report Post Thanks(0) Quote Reply Posted: 18/December/2005 at 12:12pm
	Guarantee to take out spots, if they don't come out they are stains, don't guarnatee to take out stains. Stains are some kind of dye damage, they are a result of dye removal, or dye added to the fiber, some specialized techniques can improve these types of stains, but you need to attend some classes on the proper means of providing this service. Remember the stain belongs to the customer, that is until you touch it, now it is your problem, and many a cleaner has gotten into trouble and ended up buying the customer anew carpet. You need to learn to prequalify your jobs before you ever start to clean and make your customer aware of what you think will happen when you clean the carpet, if you have concerns explain them to the custmer and get them to sign your work order, at least you have some form of protection if things go wrong. On real bad jobs take photos of the before and after job, loose rug cleaners take photos of almost every rug in their plant for those very reasons, just to protect themselves. Good luck in this very rewarding business! Edited by cleanex
	DON ELDRED YOU CAN "STAND" ON OUR REPUTATION

Advantage Members Profile Send Private Message Find Members Posts Add to Buddy List Senior Member Joined: 22/May/2005 Location: United States Status: Offline Points: 158	Post Options Post Reply Quote Advantage Report Post Thanks(0) Quote Reply Posted: 18/December/2005 at 11:17am
	Those kind respond well to sissors and hot glue.
	CCT, UFT, OCT, CRT, RRT, WRT, SMT, FSRT, JTC, JSR, JWR, MTC a great life, if you don't weaken.

jtuseo Members Profile Send Private Message Find Members Posts Add to Buddy List Carpet Cleaning Specialist GULLY Joined: 23/November/2005 Location: United States Status: Offline Points: 681	Post Options Post Reply Quote jtuseo Report Post Thanks(0) Quote Reply Posted: 17/December/2005 at 2:28pm
	Some stains will never come out!
	WWW.PREFERREDCARPETCLEANING.COM

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What’s the right approach?