[gwrightson]

I had the misfortune of been taken into hospital last Saturday ,unsure of when I would be coming out I arranged for my booked customers to be contacted explaining the situation, not much more I could do.

All of the customers were very understanding, with the general message " don't worry, just call me when your fit and well" but there is always one.    As it was my partner who contacted them all I don't know the exact words but generally the conversation was  " he had arranged for somebody to be there ( Tuesday am she called him on Monday morning  )  and that because I had let him down badly I should rearrange and clean for free!!!!
My partner of course did not give him an answer apart from I would contact as soon as possible.
What would you do ?

Geoff

[CleanerCarpets]

Unfortunately this person has the opinion they are dealing with a big corporate Company where you complain and get stuff for free. They have not registered you are a human being and that no one is going to die because you can't do it on the day you said. This is carpet cleaning, you haven't just cancelled their operation while they lie on the theatre bed.

Its a mentality that some are well in the groove of - they complain and free stuff lands in their lap, i am sure they actually like these situations to try and benefit from them.

Do you want this customer - really?

At most i would call and say i would do a discount - maybe 10 to 20%. If that's not good enough you have tried - move on and forget them, they don't give a toss about you.

[gwrightson]

I was thinking along the lines of a discount, having said that I will wait and see as to the sort of reaction I get when I call him.

Depending on his tone and his attitude I may go down the road of "find some body else "   that is not my normal reaction to people but I feel a little annoyed at his attitude to my partner, it may not bode well from what he could say about my business if I take this option ,but to be honest I am not that bothered.
Geoff

[Mike Gwilliam]

I would just block their number, forget about it, get on with your life and recover.

I block all numbers where the customer thinks the world should revolve around them   

Similarly,  if a customer also has a health, family crisis or any other pressing issues and cancels even on the same day as the appointment, I just say don't worry and get back when things improve and wish them all the best. Just common sense really. Treat people how you would like to be treated.

[Kev Martin]

Any customer who reacts like an idiot to something as serious as your situation is not worth having in your Customer Base IMHO.  I don't know how strong your customer base is or how important this customer is to you but if one of my customers, domestic or commercial reacted like that to a genuine situation or problem beyond my control, I think they would be looking for someone else to do their work. 

[Shaun_Ashmore]

I wouldn't give any discount I would offer a re schedule and an explanation as said though they may think that they're getting a corporate company as a bespoke workman.

Anyway Geoff how is the herpes?

[from edge2edge]

Thats sounds reasonable sir just drop the carpets round to me on February the 30th and i will clean them for free.............Alan

[DB]

Geoff

You can really do without people like this...a few years ago when I had to have five weeks off  'all' my booked customers were totally understanding and agreed to wait until I was up and able.
I think that you should contact him politely and explain the reasons for the rearrangement.. if he starts  taking the same line with you I would again ' politely' suggest that he goes elsewhere

Maybe he though he could get away with 'bullying' your partner....unacceptable

Free clean or discount...NEVER in a million years

I hope that you are on the way to full fitness....keep taking the tablets

[Paul Simpson]

I would tell them (politely) the cost would be the same or possibly a very small percentage off and explain why you had to cancel. If they are not happy with that suggest they are better off going with someone else.
I've been this situation and was in hospital for 2 weeks and then off work for another month. All were understanding as it was a serious matter and most of them waited 2 months for me to get well.
Health is more important than  work.

[Hilton]

I just wonder boot on other foot, if you said as they cancelled at short notice you would now have to double your price , if they would be so understanding.

Of course it's ridiculous you could have many reasons for postponing  but to expect it for free is unreasonable. Why not offer to leave some FREE spot cleaner with them instead, it seems they are just after some kind of compensation this might pacify them.

[gwrightson]

Update.

Having called him this evening, and explaining the reasons in a polite ,diplomatic way  his response and the tone of his voice instantly got my back up . 

To cut a longer story short, he implied I could be making the excuses  up, he was always getting let down by tradesmen etc   and I should get my priority's right . ( what he meant by the last statement I don't know!! )    any way at this point I decided to end the conversation by  saying "I hope you find a carpet cleaner who can satisfy your needs"  how he took my last sentence I dread to think.
He was not an old customer, so I wasn't bothered , as far as I am concerned its end of story and feeling happy.

Geoff

[Dave_Lee]

Sounds like a case of 'Monkey's' to me. Psychologist term for someone, accusing someone, of doing what they would do themselves, to get away with something, in identical circumstances. Even though the OP was not trying to get away with anything and merely telling the truth. " Monkey's know their own tricks."

[clive ware]

Sounds a bit deep Dave!!

[DB]

Geoff

You did the right thing....sleep well

Maybe you should have to referred him to ASDA...they hire out Rug Doctor machines

[Stoots]

If he had spoke to me like that after i had politely explained I had been in hospital he would have got told to  f word right off.
Couldn't care less if that's not professional only an absolute bell end would have the hump about something like that.

Angry just readin that lol

[Doctor Carpet (Ret'd)]

Just musing here but he was given 24 hours notice to arrange a change of time. It's not like it was being permanently cancelled.

I do wonder what this client would have considered an acceptable timescale to make alternative arrangements.

Rog

[MarkSutcliffe]

I had one 2.5 years ago.. booked in last minute and I begrudgingly booked them in..

My wife went into labour ..

rang them explained.. and they threatened me with legal action if i didn't come round at the agreed time..even stated "well she hasn't had it yet has she so you're not needed there...

I simply laughed at them and put the phone down... left me a bad review about making up excuses..

[Deep Cleaning Solutions]

Whenever I get a situation like this I add something to the t&c's to cover me if it was to happen again in the future. I make sure the customer signs a quote stating they have read said t&c's on our website, mentioning a link to the t&c's page on our website.