[wayne zabel]

Just been browsing a few CC websites on Google.

Quite a few have money back guarantees if clients not 100% happy.

Surely this leave CC open to all sorts of issues,suppose you arrive to find a minger that you know might not clean up too well.

Once cleaned and not all marks/stains have been removed whats to stop a client refusing to pay for the job.

I know an appraisal should be done with clients prior to cleaning,but some awkward,stubborn people can now use this as a means of not paying.

If you offer these things how do you get round issues such as this?Does anyone on here have these guarantees?

[wynne jones]

I think you will find lots of threads in the past on this as it crops up from time to time.

It's a marketing tactic basically.

I have no time for people who argue the toss and say someone will take advantage or whatever. They obviously haven't done it and seen the increase in revenues. If you do a good job, qualify what you do, sort things out when they go wrong, there's hardly any reason not to do it apart from fear that someone out there thinks like you.

[JandS]

Dangerous ground I would have thought.
Plenty round here of a certain ethnicity think that there 30 year old, never been cleaned Axminster is going to be transformed into a beautiful Persian silk rug.
Some even think you can replace wear. I tell them if I could do that I wouldn't be cc'ing.
Seems to be the older generation, the younger ones have to patiently explain things.

[Mark Weedon]

If lots of cc websites carry the money back guarantee there is your answer Wayne,

What your saying is these cc are all having to give money back regularly and still carry on using the guarantee!!!

What you will find is that clients will be impressed you offer this. How you manage the client pre clean will be the key. Survey, point out any potential issues ie certain stains or traffic lanes that might not come up brand new etc, remember your guarantee is not 100% perfect but 100% satisfaction. Are they satisfied you have done everything in your power to get my carpet as clean as possible. See the difference???

The advert is a throwback to the old piranha marketing from joe polish and alltec fast track.

Wayne why not give it a go. Lets say 1 client a year asks for money back this will be outweighed by how many you gain. IMO. Remember with advert or not with advert you will still have problem customers.

Mark

[jim mca]

If you are worried about a customer then do the worst part and ask if they are happy it would be harder
for them to complain when your finished.

[maxcampbell]

In 20 years we've had just one grumpy old git take us up on it, and we smiled & said fine. In the end, how are you going to get money out of an unhappy customer?

Mark's right, it's all about managing expectations at the survey / before you start work.

[ian harper]

wayne zabel

As has been said it more marketing than any thing else. Why not put some spin on this and say something like.

"Guaranteed Phone call The Day After The Clean To Ensure You Completely Happy"

This has an advantage over the old one as many people dont complain they just dont use the service any more. or why else would you clean for someone thats had their carpet cleaned before?

When I had my maid service and we lost someone it really ped me off when they would not give a real reason why. people fear your reaction so just take the hit and move on. You can understand why, but as a pro I need to know so I can put things right for both them and myself. We all make mistakes and have bad days.

Respects

Ian Harper

[Alby]

I'm going to try the 100% money back guarantee, If you get a minger and the customer has unrealistic expectations on the results then, you walk away. 

Years ago i had a customer who wanted her money back saying there was a stain that had not come out, I went back out to have a look, she wasn't in, daughter let me in, could not find a stain. customer phoned again ranting and raving that night for her money back. Went out again could not find the stain. Daughter then draws the curtains and put the light on  And there was a faint stain, Trust me it wasn't there when i left, but no problem just a quick spot clean. Only the daughter said her Mother instructed her not to let me clean it. and to just get the money off me. Told the daughter would not be refunding any money, walked out.
Customer phoned in the evening, again demanding money back, told her I've offered to clean the stain, and that was as far as i was going. Advised her to phone trading standards. never heard from her again.

In 32 years I've only ever given 1 refund, for a re stretch and the fitter told me it wasn't my fault she had cable fitted after the clean, and they pulled the carpet up. She didn't tell me that. I thought I'd shrunk it, when i went out to see it.   

Remember if a customer is not happy, you have the right to re do the work. first.

Alby   

[John Kelly]

Thats why you should have proper survey form with terms and conditions so you both know where you stand.

[Dave_Lee]

The majority of people have realistic expectations which are usually surpassed by the result of the clean.
Ive carried the "Most Thorough Clean - or it's FREE!" guarantee for over 12 years and never had a customer ask for their money back, although did within the space of one week, have two try it on. It was obvious they were opportunists, as i knew the job was a good, I ignored them and never heard anymore .
If you are confident in the job you do, why worry, even mingers improve by hundreds of percent.
Dave.

[peter maybury]

Most of the adverts I see say 100% satisfaction or we re-clean for free. Although I have never used this technique I do not see any problem.
Most people will make their own problems. leading somebody to believe you can make something used, into a new condition again is a really stupid suggestion anyway. There is language and things that you should not use when in the restoration business.
Peter
www.carpetcleanercardiff.comhttp://

[rycalshaw]

i think the promise of a re clean rather than money back is a better idea as you are only guaranteeing to re clean it and the opportunists have no financial gain, also if the job was not up to standard you would re clean it anyway so you may aswell use it as a marketing tool.

[*Hector*]

Why not try a bit of reverse psychology?

" I don't offer a guarantee, as that implies doubt could exist about the standard of the clean............ I do the best job possible, and therefore do NOT need to offer a guarantee."

 

[Craigp]

The idea was if you are charging high prices the benefits far out way the negatives.

Using this marketing then charging low prices you are falling at the last hurdle.

So yes do it, but charge for the premium service. Otherwise whats the point?

[wynne jones]

I'm not so sure Craig, I think this works across the board. However you can charge more simply because you will get more business and not scratching around on price.

Say you are cheap and a job is £90 and someone else would have charged £200 and they want their money back. That means he's down £110 more than you. 

Say someone takes the pee 3 times a year. You are gutted and are down say £500. But, because you offered the deal you got £5000 more business a year. Would you do it then?

In any case the reality is I've not had this happen to me in years so its all speculation on the part of those who don't do it.

 

[Craigp]

(you mean he's down 110 less than me)

Yes and Im up £110 on all the other 348 jobs I do in the year 

£38k extra