12-08-2012, 04:27 AM
Today I cleaned a wool rug $200 per hour including Vacuuming.
Three months ago I cleaned the same rug. Urine stains and odor.
Today before I cleaned it, I noticed that it was still looking clean & brite.
So as with the previous cleaning I used cimex and Releaseit bio-encap with
odor counteractant. Why am I sharing this???
Well I think listening to what the client concern is and addressing that concern is what matters. In my case (odor) was there concern. They were happy that the odor was gone and that they paid half the price of what it would normally cost to allow me to take to plant. Ask questions. Gain info. Example: first time I went for inspection I learned their concern, I learned client didn't want to pay the rug plant rate that they researched. I learned the age of pet, I learned pet stain dwell time etc. Based on that I offered a guarantee that if your not happy with the odor removal I will refund money. Guess what? Didn't hear back from them till 90 days later. Why??
New urine stain odor.
So I gained the trust of a client by listening and addressing the concerns. However I covered myself by stipulating in the contract the possible draw backs and that Kleen O' Green is not responsible. WHEN CLIENT IS HAPPY I'M HAPPY.
So the key is " Listen for the concern and offer the solution without over promising. "
Its WIN! WIN! I've now gained a new client as their problem solver.
Three months ago I cleaned the same rug. Urine stains and odor.
Today before I cleaned it, I noticed that it was still looking clean & brite.
So as with the previous cleaning I used cimex and Releaseit bio-encap with
odor counteractant. Why am I sharing this???
Well I think listening to what the client concern is and addressing that concern is what matters. In my case (odor) was there concern. They were happy that the odor was gone and that they paid half the price of what it would normally cost to allow me to take to plant. Ask questions. Gain info. Example: first time I went for inspection I learned their concern, I learned client didn't want to pay the rug plant rate that they researched. I learned the age of pet, I learned pet stain dwell time etc. Based on that I offered a guarantee that if your not happy with the odor removal I will refund money. Guess what? Didn't hear back from them till 90 days later. Why??
New urine stain odor.
So I gained the trust of a client by listening and addressing the concerns. However I covered myself by stipulating in the contract the possible draw backs and that Kleen O' Green is not responsible. WHEN CLIENT IS HAPPY I'M HAPPY.
So the key is " Listen for the concern and offer the solution without over promising. "
Its WIN! WIN! I've now gained a new client as their problem solver.
Cleaner Carpet. Cleaner Planet.
If you value life
Do not squander time.
Time is the stuff life is made of.
If you value life
Do not squander time.
Time is the stuff life is made of.