[Paul McHugh]

Hi guys Got a stairs and landing to do, the lady customer was absolutely insistent that i guarantee
to be able to remove a tea stain from the landing before I would be offered the job. Unseen
Help and reassurance for a fairly new guy please.
As she lives a fair way off, I didn't want to preview the job, as it really shouldn't be necessary should it,  She tells me they are very expensive 100% wool carpets in a light cream colour,
 only put down in November, her emails are just  unnerving me as she also insists my operatives and myself have a full CRB check (there's only me) and luckily I have got a CRB check anyway.
She wants to see my certificate!!
Anyway nerves have got the better of me and I just wanted to ask if 100% Wool is likely to be a problem and what I should tackle it with. I'm not charging much hence the no preview
I use (Solutions World of Clean products )and was thinking pre spray with SPM warm not hot water, agitate with my Oreck Orbiter on the landing and just a pre brushing down of the stairs
followed by the pre spray and using my 4" hand tool on the stairs, an acid rinse warm water.
What about the tea stain guys any thoughts on how I should tackle it?
 Am I getting this right if not what please? and is there anything else I need to be doing or to watch out for apart from the madam customer.
cheers in advance guys
Paul  
 
  

[AshWhite]

So you're travelling a 'long way' for a job that you're not charging much for, and only getting paid provided you can remove a tea stain from a wool carpet?

I'm oot.

[Brendan (chem2clean)]

 With the ladies attitude,i would not bother..

[wynne jones]

As above don't bother.

Spend the time marketing instead, there are thousands of nice people to work for in your town.

Never guarantee any stain will come out - you can't.

People like this suddenly tend to find damage around their house that you have caused. If you step over the threshold on your head be it.

[Richard Meads]

Are you sure SPM is woolsafe? with a customer like that I'd only use a woolsafe product, I know lots of guys use it on wool but I'm thinking of Fusion 8? Not that I use either!! 

For dealing with stains, I charge a fixed rate for the first hour, they pay that if the stain come out or not, because you cannot guarantee to remove the stain. You don't know what she has put on it already, how hot it was etc, etc.  Most women understand you cannot always get a stain out, they face the same problem doing laundry.

I'd tell her I could not guarantee to remove the stain, and thank her for the enquiry.

[Mike Halliday]

We cannot guarantee to remove stains, if you called the doctor and said I'm only visiting you if you guarantee to cure me.....what would he say?

This is an easy problem to solve, just answer this question....

 " can you guarantee to remove the stain"

If the answer is no then you cannot do this job. It's as simple as that. Tell her to find someone else.

[jim mca]

Paul
 Good advice there if you have not done any stain removal i would pass on this she sounds like a right @@@ get samples or offcuts to practise on go to far and you could be buying her a new carpet   

[Simon Gerrard]

Leave it well alone, these types can be trouble, no one in their right mind guarantees to take stains out and if they do, let them do it.
Simon

[nathanjd]

Yeah the guys are right. Biggest problem here is the customer. Every so often you get one that is over the top about everything. And she'll probably tell you how to do it if you're not careful. I would politely inform her that to expect that type of stain to completely come out of that type of carpet is asking a lot.  Regarding process, i think im right in saying an orbiter is a rotary, so this wont be the type of carpet to use one of those on, for sure. This is the type of job that probably should be visited first, to provide a free survey and quote, with explanation of how everything is done and what they should expect and not expect from the cleaning. It will allow to command a higher price. Generally people are impressed with a visit first, maybe even a demo with a small spotting machine. Unless of course people just want me to turn up (new customers that is) i always offer a free survey and quote.

[Fran84]

Leave it alone. She sounds like the type of person I don't work for!!

PS. The orbitor would be fine for the carpet proving it's not berber etc...

[Doug Holloway]

Paul

Politely refuse the job on the basis your risk is far higher than your potential reward.

Cheers

Doug

[james roffey]

Alarm bells would be ringing when she uttered that first sentence, she already has in mind she isn't going to pay you. and sounds like she would be trouble, don't feel bad for a moment by saying sorry you cannot guarantee to remove the stain, no reasonable person would expect you to be able to either, you do not need customers like this.
Never ever promise to remove a stain, i know some of the guys on here may mock the NCCA but that is the first thing they did teach me and for very good reason, she just sounds like trouble stay well clear.

[CraigHaycock]

everyone needs customers like this, remember if it's good enough for Hycinth Bucket then its good enough for her friends and family, get it right and you will have a customer most probably for life, not only that (not now but in the future) when you can't remove a stain she will take you word that it can't be removed.
Don't Guarantee got with spotter do for free just the area with tea stain, if you remove it clean the remaining carpet for usual fee, if not you have tried, only lost a couple of pounds, she's happy, most probably impressed, she will thank you for your efforts and will most definately recommend you, BEST MARKETING BY FAR...

[wynne jones]

everyone needs customers like this, remember if it's good enough for Hycinth Bucket then its good enough for her friends and family, get it right and you will have a customer most probably for life, not only that (not now but in the future) when you can't remove a stain she will take you word that it can't be removed.
Don't Guarantee got with spotter do for free just the area with tea stain, if you remove it clean the remaining carpet for usual fee, if not you have tried, only lost a couple of pounds, she's happy, most probably impressed, she will thank you for your efforts and will most definately recommend you, BEST MARKETING BY FAR...

You are spot on here with regard to stain removal success being great marketing. With regard to picking up cues from peoples attitude this one is not the one to practice on. I don't think what ever you do this particular woman will be happy. This erodes your energy, confidence and possibly your bank balance.

The reason people take these on is they are short of work. Busy people will spend a few minutes on the phone, cotton on  she's a waster and get her off the phone as soon as possible.

Spend your time marketing for good clients not chasing bad ones in desperation.

[james roffey]

everyone needs customers like this, remember if it's good enough for Hycinth Bucket then its good enough for her friends and family, get it right and you will have a customer most probably for life, not only that (not now but in the future) when you can't remove a stain she will take you word that it can't be removed.
Don't Guarantee got with spotter do for free just the area with tea stain, if you remove it clean the remaining carpet for usual fee, if not you have tried, only lost a couple of pounds, she's happy, most probably impressed, she will thank you for your efforts and will most definately recommend you, BEST MARKETING BY FAR...

Possibly ?

But if it turns into a nightmare customer you can hardly say, "who'd have thought" one of the best pieces of advice i ever read on here i think was "if you don't like the customer don't work for them" we have these vibes for a reason, i have not even met this lady and i don't like her.
She has made a totally unreasonable request, doesn't want to pay and is uneasy about letting you into her home, ticks all the boxes for me, who needs that knid of potential hassle.

[Craigp]

Wait a minute, this women does know you do this for a living right?

Does she know you need to earn money?


Agree with wynne, this sort of women will erode your confidence and make you dislike carpet cleaning.

If I'm quite I would work for this women, but i would be firm that wether the stain comes out or not its my min charge.

The difference in people (customers) can be stark I recently went to do a quote for 2 rooms and 2 rugs, upon arrival the lady showed my the rooms and rugs and said "I'm very sorry I haven't got more for you to do, that's all the carpets I have"

She understood I need to make money.

[garry22]

Paul,

I can only reiterate what has been said above (by people more experienced than me).

You've already lost control of this situation.

I would suspect that she does not actually want the stain removed but instead, wants a new carpet. I also suspect that her insurance (if she has any) does not cover it but she hopes yours will.

She wants "no win, no fee" carpet cleaning.

What I suggest, in the nicest way is lie    Tell her you have spoken to your insurance company and you will not be covered (I'm assuming you already have contacted them?).

 Apologise, say you are awfully sorry but in view of this you will not be able to carry out the work to her satisfaction.

[wynne jones]

Totally agree with Craig and Garry.

Should we start another thread on things potential clients say that are music to your ears?

I'm sorry I haven't got more for you today.

Would you like your tea and biscuits before you start?

I'll  move my car so when you arrive you can park right by the door.

How would you like to be paid?

I'm not expecting miracles. 

I dont know if it helps, but we thought we would take everything out of the room and give it a good hoover. 

[Derek_Walker]

Are you sure that's enough money ? here's another £20.00

Would you like the money now or when you come to do the job?

Would you like dinner with that cup of tea?

My friend has a mansion and needs her carpets done soon as possible.

[Craigp]

I pre vacced a carpet once and the customer walked in an said  "wow what a great result"

You know she's easily pleased when you haven't even cleaned it yet and she happy.