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Home & Garden Articles
Customer Satisfaction Made Easy For Carpet Cleaning
Tue 13 Feb 2007 - 11:11
Customer Satisfaction Made Easy For Carpet Cleaning
By Noah Stone
According to a local Better Business Bureau representative in Toledo Ohio, one of the top complaints to their organization is against carpet cleaners and their unscrupulous behavior. I want to take this opportunity to help both carpet cleaners and customers better understand how to handle some of the most popular situations that may crop up.
The first and number one complaint is quality of work. There are many potential reasons for this but the problem can easily be solved by a good consultation by the technician before any work begins. Faulty equipment should never be a reason for poor quality but if this does happen, a reputable company would most certainly make other arrangements if this occurs.
Unreasonable expectations by the customer usually occurs when the company pushes so hard for the business that promises are made that can't be kept. As a customer, remember the word "stain" is still in the dictionary and as far as I know there are no plans to have it removed. In order to avoid this I try to explain what they can expect from my process before I start so that if there are any issues chances are that they were addressed in the very beginning. Most experienced carpet cleaners know what they can get out and what won't so as a cleaner limits and don't try to be all things to all people but above all be honest.
As far as the customer that you can never be pleased...we've all had them! There are two kinds of customers. The first are the customers that want a freebie. Subtle hints of a customer wanting a freebie (regardless of the quality) will show up early in the consultation. If your lucky, they will say something early before you finish. I would suggest that if possible cut your losses. These people will cause more damage to your reputation than the bill would be worth. I had this happen early in my business but through understanding what damage could be caused by them I learned to cut my losses early for damage control. Believe me, it's worth it.
The second customer is pretty easy to deal with, the customer that expected a service that you failed to provide. If this was done, just be honest and explain what you can do. Chances are if you can't get it out (those of us who are in the business) know that nobody else is going to either but here is where a good consultation would do you a world of good. If necessary offer a discount or additional service as a show of good will and this will usually allow them to understand that you had the best of intentions. There are other ways of course so do what you think is best for the situation and be sure to be genuine in handling concerns.
Noah Stone
Owner/Operator
Dry-Tech of Northwest Ohio
http://www.drytechnwohio.com
Article Source: http://EzineArticles.com/?expert=Noah_Stone
http://EzineArticles.com/?Customer-Satisfaction-Made-Easy-For-Carpet-Cleaning&id=446474
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