Complaints Department???
Printed From: Carpet Cleaning Forum
Category: Carpet Cleaners Discussion
Forum Name: Carpet Cleaners Hangout
Forum Description: General discussion on anything related to carpet cleaning
URL: https://www.kleenkuip.com/forum/forum_posts.asp?TID=354
Printed Date: 22/February/2025 at 1:29pm
Software Version: Web Wiz Forums 12.06 - https://www.webwizforums.com
Topic: Complaints Department???
Posted By: doug
Subject: Complaints Department???
Date 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 |
Replies:
Posted By: MR. STEAMER
Date Posted: 03/May/2004 at 11:05pm
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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 |
Posted By: splash_$$$_dash
Date Posted: 04/May/2004 at 5:14am
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I use an enzyme based solution on the wood-rust and it works. works good on boats too. (i work in the south end) |
Posted By: TomR
Date Posted: 04/May/2004 at 3:54pm
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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. ------------- http://www.cleanernetwork.com/thenetwork/ - The Cleaner Network |
Posted By: doug
Date Posted: 04/May/2004 at 4:07pm
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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 |
Posted By: TomR
Date Posted: 04/May/2004 at 4:59pm
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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. ------------- http://www.cleanernetwork.com/thenetwork/ - The Cleaner Network |
Posted By: doug
Date Posted: 04/May/2004 at 5:10pm
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TomR: The h*m*wner 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 |
Posted By: MR. STEAMER
Date Posted: 04/May/2004 at 8:34pm
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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 |
Posted By: PadMan
Date Posted: 05/May/2004 at 2:00pm
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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! |
Posted By: TomR
Date Posted: 06/May/2004 at 4:57pm
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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. ------------- http://www.cleanernetwork.com/thenetwork/ - The Cleaner Network |