Complaints Department???

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     Whats a BS baffels brains?    I think almost everyone will agree that it is better to focus on prevention than on cure.   "If it can come out we'll get it out the first time".  If they are THAT unhappy though I would of course take some measure to make them happy for the sake of reputation if nothing else.

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TomR Members Profile Send Private Message Find Members Posts Add to Buddy List Groupie Joined: 25/April/2004 Location: United States Status: Offline Points: 81	Post Options Post Reply Quote TomR Report Post Thanks(0) Quote Reply Topic: Complaints Department??? Posted: 06/May/2004 at 4:57pm
	Whats a BS baffels brains? I think almost everyone will agree that it is better to focus on prevention than on cure. "If it can come out we'll get it out the first time". If they are THAT unhappy though I would of course take some measure to make them happy for the sake of reputation if nothing else.
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PadMan Members Profile Send Private Message Find Members Posts Add to Buddy List Dr. Low Moisture http://ccsop.com Joined: 11/March/2004 Location: United States Status: Offline Points: 1032	Post Options Post Reply Quote PadMan Report Post Thanks(0) Quote Reply Posted: 05/May/2004 at 2:00pm
	Call backs? What are callbacks? We are SUPER UP FRONT AND HONEST with the customers and tell them exactly what will or what will not come out, under promise over deliver, NO CALLBACKS.
	Converting HWE customer to VLM customers for 30 Years!

MR. STEAMER Members Profile Send Private Message Find Members Posts Add to Buddy List True Patriot Only in the GTA Joined: 03/March/2004 Location: Canada Status: Offline Points: 14549	Post Options Post Reply Quote MR. STEAMER Report Post Thanks(0) Quote Reply Posted: 04/May/2004 at 8:34pm
	it sounds like to me Doug that you don't smile enough.....if you pre-inspected the carpet properly...and explained all that could happen you would not be going back... like I said I do 1500 carpets a year....maybe I'll get 5 reservices...for the year... People are always happy....even the ones that called for the reservice. why??? because when I'm in their house I include them in the cleaning...I like when they watch...I call them constantly...I don't pack up my stuff until they say everything is A O K.... I've cleaned so many that I just know what will happen....I know if I have done a good job or not...if I'm not happy I'll tell the customer Edited by MR. STEAMER

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: 04/May/2004 at 5:10pm
	TomR: The hmwner can decide to call you back for what ever reason they want. Too long drying, a ghosting spot ( wasn't visible till after cleaning), traffic areas still look dull. and amybe you missed a spot, They just think it should look better what ever the reason you must return. It dosn't happen often but it happens. Plain and simple they are not HAPPY!!!!!!!!!!!!! And you as the professional have to make it alright. Maybe that's where your BS baffels brains comes in???
	Just My opinion

TomR Members Profile Send Private Message Find Members Posts Add to Buddy List Groupie Joined: 25/April/2004 Location: United States Status: Offline Points: 81	Post Options Post Reply Quote TomR Report Post Thanks(0) Quote Reply Posted: 04/May/2004 at 4:59pm
	Doug- in your endless tact and civility I think your missing the idea that an ounce of prevention is worth than a pound of cure. To talk about cure without also discussing prevention is self-defeating, don't you think? If prior to the service you've already correctly pointed out what problems might still exist after you've done the service and they STILL complain about those same problems than it is on them because you did your best for them to make an informed decision about purchasing your service. Please do inform me on what the other reasons for call-backs are. I am here to learn.
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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: 04/May/2004 at 4:07pm
	TomR: I think you and Mr. Steamer missed the point. You are mixing up a call back with prequalifing the job. Since apparently you two have stain on the brain thats maybe not the reason for the call back. Now if your concience is bothering you that the homeowner may have taked the spot off her or himself than you need to worry. But there are other reasons for call backs. Those problems should be brought to the clients attention before not after anyway. Understand your talking PREQUALIFING THE JOB.
	Just My opinion

TomR Members Profile Send Private Message Find Members Posts Add to Buddy List Groupie Joined: 25/April/2004 Location: United States Status: Offline Points: 81	Post Options Post Reply Quote TomR Report Post Thanks(0) Quote Reply Posted: 04/May/2004 at 3:54pm
	Heres another essay for you doug, I know how much you love them I think Mr Steamer is right, and that goes for any kind of service, not just carpet cleaning. Prevent them from complaining by being upfront with them about the best possible and worst possible results. "This particular stain probably won't come 100% out, but I will do my best." Selling them always on the minimum and then giving the maximum imo makes you look like a hero 90% of the time and the other 10% at least prevents them from complaining because they agreed with the terms of the service before the work even started.
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splash_$$$_dash Members Profile Send Private Message Find Members Posts Add to Buddy List Carpet Cleaning Specialist Joined: 07/April/2004 Location: Toronto Status: Offline Points: 742	Post Options Post Reply Quote splash_$$$_dash Report Post Thanks(0) Quote Reply Posted: 04/May/2004 at 5:14am
	I use an enzyme based solution on the wood-rust and it works. works good on boats too. (i work in the south end)

MR. STEAMER Members Profile Send Private Message Find Members Posts Add to Buddy List True Patriot Only in the GTA Joined: 03/March/2004 Location: Canada Status: Offline Points: 14549	Post Options Post Reply Quote MR. STEAMER Report Post Thanks(0) Quote Reply Posted: 03/May/2004 at 11:05pm
	If they call, you just have to go back and deal with it...I think 3 days is more than reasonable... The trick is to do a really good pre-inspection, examine each and every stain...who here can get out wood rust???anyone anyone anyone...well I can't so I ain't afraid to tell the customer and show them the stain before and after cleaning.... This reduces a lot of re services, the customer knows what to expect and each and every stain has been qualified a stain is a stain

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: 03/May/2004 at 10:16pm
	What do you do when the phone rings and someone is not happy? Tell them they got the wrong number. Tell them you are the best and it is not your problem. I have found doing carpet inspections that a good one is it must be a manufacture's defect it just won't clean. That is the line of one of the largests carpet cleaning franchises in the free world. If called within 3 days we reclean no questiions provided it the problem is related to a prexisting condition and not a new condition. Most of our clients call to explain Murphy's Law has hit and someone in the family just had an accident on the clean carpet in a panic
	Just My opinion

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Complaints Department???