What would you do in this situation???

Hello everyone. I am new in business, about 9 months now basically running by myself, answering the phones etc. etc. I display a corporate image, uniforms, professional website, full page yellow page ad, even a PBX to route the calls and custom on hold messages. For commercial carpets I offer an encapsulated cleaning and steam cleaning for residential. Basically, I have my sh*t together.

Since I've been in business I've had ZERO complaints or re-do's aside from the occasional "pet stain resurfaced". Actually I think this only happened about 3 times. I go out here, break my back for my customers and try to build a solid reputation for my company. I am not a fly by night or shyster company, I charge a moderate amount, I sell extras and I get the carpets CLEAN and SPOT FREE!

Well, I am having a problem with one customer. Her original appointment was in August and she's called up back FOUR times since then for a free re-cleaning per out 30 day guarantee. She owns a small learning center and has twenty kids running around there everyday.

I went out there the first time with a smile and cleaned an office she didn't tell me about originally (I did it for free, it was maybe 100 sq ft.). She calls us back out AFTER the 30 day guarantee and said we missed a spot, OK no problem, went back out there and fixed it. Well, that night she had a big event and suddenly all of the spots "came back" after the event so she wanted a re-cleaning. She is claiming that the shadows from the desks kept her from being able to see the spots but there are no spots anywhere other than the traffic areas.

So I told her we are out of the 30 day guarantee and I can come back and take care of her for a minimal charge of $89. Well, she got pissed and is threatening to call the BBB and sew us etc. etc. etc. Well, I covered my ass on the invoice originally stating "we cannot guarantee 100% restoration" because we are dealing with grape juice, kool aid and things like that. But I swear when I got done the carpets were SPOTLESS (underpromise and over deliver). Furthermore the second and third time the carpets still LOOKED GREAT (according to her).

So, what would you guys do? Just go out there and re-clean or tell her to screw off? (eliquently and professionally of course).

To top it all off she told me that "the technicians attitude was piss poor and he was unqualified to do the service". She didn't know she was talking to me on the phone and I didn't let her know either but I know my customer service skills and I know my cleaning abilities and I DO NOT GET COMPLAINTS. Even when the carpets come out with permanent spots I still get compliments on my diligence and hard work.

Any comments are appreciated.

Thanks.


PS She's demanding a steam cleaning but from my experience a steam cleaning can delaminate commercial carpet. any comments on this either?

 I guess she thought you meant a lifetime guarantee. Unfortunaletly you will run into another person like that. There are some people that will  try to take advantage of every thing they can. You might want to reconsider you 30 day guarantee even though it is a good marketing tool. Say good-bye to her and learn from it. Some people you do not want as a customer. Steam cleaning will not delaminate carpet if done properly,however there is a greater chance for wicking than encap or pad. I did all three systems for years on different contracts and never had a delamination problem from steam cleaning.IMO encap or pad is the best system for commercial carpet.

Call social services and say she is abusing the kids................see how she likes to be harrassed...................

Edited by nightrider - 06/October/2006 at 2:53pm

For your info testing done on water damaged carpets actually proved the exact opposite of what most people thought, once the carpet was properly dryer it was stronger than before the water damage so don't let anyone tell you that your service caused de-lamination, having said that your pre-inspection should have determined if delamination was pre-existing and that should have been properly noted to save any after cleaning claims.

HOHOHOHOHAHAHA!!!

Listen to this sh*t. My repair tech goes out there, sells her $300 worth of protectant! hahahaha! MAAAAAN This guy is GOOOOOOD!!! I didn't expect that to happen.

did he come back with a smile on his face?

Tell her you have done the best you can do

(Are the best the cleaning industry is able to do)

And OFFER some money back , whatever amount

she thinks is fair !

Just get rid of HER  ALL if you have to.

 

Remenber the cost of 1 bad mouthing customer

 

 

 Hope this helps            AL