[CleanMe]

HI,

I am a long time lurker but rarely contribute however I would say that this forum has provided me with lots of useful advice and tips over the last few months so a big Thank You!

Anyway,  I was wondering if any of you have had a situation simiar to this.  I have a Domestic Cleaning & Ironing company and last week we started a new regular fortnightly cleaning contract with a domestic customer. 

I recommended 4 hours once a fortnight or 3 hours once a week (its a big, very nice house with large rooms and massive kitchen all hihgtly polished etc), which I felt was only just enough for my staff to do the job. 

When the customer rang to say she wanted us to start cleaning she said they only wanted 2 hours once a fortnight.  I explained that I dont usually take on jobs under my reccomended hours as the client is always left feeling disappointed as there is only time to clean specific parts of the poperty.  The customer accepted this and agreed we would concentrate on the kitchen, bathrooms hall stairs and landing and if time the living room.

The staff did the job (and I actually allowed them 3 hours but only billed for 2) and the customer was, as predicted disappointed (and still hasnt paid).

Anyway, most of this is relevant only in giving you a background to the client.

My problem is the client is now claiming we left a blue stain on her newly tiled kitchen floor which she cant remove and that we left a blue stain on her carpet (not sure which room yet).

I am going to see the stains tonight and have taken advice from my insurers (i am covered but there is a £250 excess) and legal advice from FSB who told me to take photos and not admit any liability. 

I have questioned the staff, who know nothing about the stains, we do not use any blue products nor do we use blue cloths.  The staff also remove their shoes when on site.

I was really hoping for some advice from any of you!!!  I do not intend to admit liability and until I see the stains I have no real idea what they are describing to me.  This is the first time I have ever had a problem like this and am actually quite worried about visiting the client!  I believe my staff when they say they know nothing and for all I know the stains could have been there for a long time or done by the client!

Help!!!

Thanks

Fiona

Cleaner Times Limited

[George-Reid]

Fiona
Sounds like you are tackling things in the right way get back to us when you have visited the property.

Cheers

George

[CleanMe]

Hi George,

Well I went and had a look and yup - it was our fault.  The staff had only gone and put mops down on the beige carpet after cleaning the bathroom!

It turned out the stains were not in the kitchen at all but on the landing right outside the bathroom door.  They were most definately mop shaped (we use the squeegie magic mops) and you could even see the ridges.  Grrrrrr

Anyway the good news is I have arranged for a lovely Carpet Cleaning Company to go on wednesday and sort it out for £15.00 and it should clean it up.  The customer seems happy with this.

Lesson learnt - never assume anything with staff!  These are 2 of my best staff and I guess everyone makes mistakes sometimes but Grrrrrrr!!!!  Things like this should not happen.  Anyway I have spoken to the staff and am very relieved that its not a case of a new carpet or of getting a whole new kitchen floor!

Ho hum.

Fiona

[woodman]

£15.00,,,, are you sure?

What cleaning solutions were your cleaners using and do you know if the carpet is synthetic or wool mix

Have to say you may not be out of the woods yet

[Ian Gourlay]

Must have been a new mop.
Amazed you could find a Carpet Cleaner for £15.

Luck does happen as when I put Water Marks onto a waxed pine bookcase costing £750 I found a local pine shop who did repair job for £20 and the customer was delighted and is still selling me cars

[CleanMe]

It was the dirty water from the mop and the area is a tiny landing (about 4ft x 3ft) and as a sweetner the carpet cleaner is coming to do 2 rugs for me too (they needed doing and it makes it worth his while coming out).

Fingers crossed - today is the day!

[George-Reid]

Fiona
Good luck I have to agree with comments above £15
Hope it works out ok.
George

[CleanMe]

Good news folkes - just spoke with the customer who is very happy and have paid the carpet cleaner  - £15 it was - he has also done my 2 rugs and I am really pleased with them.  So fingers crossed this will be the last I hear of it (lets hope saying that in print isnt the kiss of death!!)

Thanks all.

Fiona

[Ian Gourlay]

Is the customer going to pay you and have your company on a regular basis.

Can I be cheeky and ask why you went down the Ltd company route?

[CleanMe]

Well I am going to send the customer a bill reminder as we carried out the service required (against my better judgement I agreed to a 2 hour clean as opposed to a 4 hour i recommended - i think i had a brain by-pass the day they called to book as I NEVER agree to do a clean for less than the time i anticipate - it just leads to disappointment and unrealistic expectations from the customer - and its amazing how they forget that afterwards!!)

As regards the limited company route, in all honesty I wish I hadn't - I made the decsion on advice from Business link and the new business advisor at the bank (as well as lots of well meaning friends, family etc) - once I was up and running and engaged an accountant he was horrified - Again a big lesson.

Still it has its advantages (not sure exactly what they are at this juncture!) but time will tell.  The business has only been running since June (we did our first job on 28th July), and seems to be going according to plan, but my advice - Dont go limited, at least not at this stage of the business.  Its something I should have stuck to my guns about but was pursuaded. 

If anyone can tell me what the advantages are I would be grateful (I have not borrowed any money but do have premises if thats relevant?)

Fiona

[George-Reid]

Fiona
What is the problem with limited I actually think it is simpler than sole trader.
We spent a lot of cash in my first sole trader company it was lost money and at that time no accrued losses.
With a limited company you can make a directors loan to company pay your paye accrue your losses. With sole trader you pay tax on drawings even if you made no profit.
We invested a lot of cash into present company we are now making a profit so are paying ourselves minimum wage and repaying the directors loan, this has had the effect that when means tested for eldest to go to university and second son for EMA they both got full grant, this would not have happened as sole trader.

Hope this makes some sense.
My advice to anyone trying to build a business in the service sector would be Limited company & vat registered on the flat rate scheme from day one.

Cheers

George

[sfpcleaningservice]

seems to me the benefits of being ltd are financial for now but this will change next year.

as far as vat goes register if most of your clients are but if you do a lot of domestics then not charging vat could be an advantage. If you do a lot of work for letting agencies then vat could be a problem.