Not Happy

[joeyjcc]

Attached are before pics of a job I did over the weekend.
They said the carpet was about 18 months old and had never been cleaned. They have a maid who comes in weekly to vacuum. I'm guessing they "spot vacuum."
They have 80+ construction workers in & out of the place 5 days a week.

I stopped in this morning to follow up and was not happy. There were several brown spotty areas.

I had a variety of chems I wanted to use up before ordering more.
I battery sprayed Hydrox and used a Lowboy in the offices/cubicals (not pictured) which came out fine.
After I used up the Hydrox, I had another company's fragrance free ultra encap remaining.
Then my sprayer literally died so I had to use a pump sprayer which was painfully weak. So, I pulled out my rotary with tank to finish the main areas pictured.

I offered to "touch up" the spots but they declined.  The customer said it looks great compared to before and was satisfied.

Any suggestions or comments on what I could've should've would've?

[joeyjcc]

Photo #1

[encapman]

Hey Joey,

The photo didn't show up.
Here's how to post pics...
http://forum.excellent-supply.com/thread-751.html


It sounds like you may have gotten uneven coverage of your detergent.  It's also possible that the "ultra encap" product you were using wasn't doing its job. For conditions where browning could occur, Encap-HydrOx is your friend! It'll knock browning out of the park.

Here are a few things to keep in mind:

1. Use a consistent amount of solution. It's very important to get even results. Uneven coverage can produce a blotchy appearance. Imagine that you're painting a wall, or waxing a floor. Smooth even coverage is what you're looking for.
   
2. Avoid over-wetting the carpet. Try to get the carpet to dry quickly. Use fans if necessary.
   
3. Use Encap-HydrOx whenever you suspect there may be a problem with browning. Having a lot of construction workers walking on carpet all day, with insufficient daily vacuuming, could lead to a build up of soil deep in the backing of the carpet. A soil build-up like that could cause browning to occur. Encap-HydrOx will make you a star when that occurs.
   
4. Don't be fooled by cheap imitations. Stick with Releasit products from now on.
   

I hope this info helps you Joey.

[joeyjcc]

Rick, thank you so much for your help. I agree with you on all points. Looking forward to ordering more Hydrox. And more of the pros choice gel. That stuff works great too!

[img][/img][img][/img][img][/img][img][/img]

[encapman]

Were those pictures taken after the cleaning?

[joeyjcc]

No they were before. I forgot to take after photos. When I stopped in this morning, I was so disappointed I just wanted to leave while I still could, LOL!

[encapman]

Sorry it turned out poorly. But if you can nudge your way back in there I think you can fix it. Easy peazy! Simply post-bonnet with Encap-HydrOx. That should take care of it.

Try to help the customer appreciate that you can make the carpet look even better. Explain to them that you'd like to do some additional work "for free" to improve the condition of the carpet. Explain that sometimes, when the carpet is heavily soiled, multiple cleanings can help to bring the carpet under control. Encourage them to let you do some follow up work by providing an additional follow-up cleaning at no charge. Then do the post-bonnet cleaning with Encap-HydrOx and Microbeast bonnets. It won't take a lot of time, and the results will be impressive. In fact you should be able to blow them away. That combo will peal right through it. Best of all, it'll put a smile back on your face - guaranteed!

[MikeHabib]

Did they have any idea as to what the spot's are ?

[joeyjcc]

Mike,

They told me it was mostly traffic soil and some beverage spills.

I took Rick's advice and called the customer back a second time who agreed to let me come back to touch it up, even though they were very happy and loved the initial results.

I'll post an update afterwards

[encapman]

A quick post-bonnet cleaning with Encap-HydrOx should knock the ball right out of the park.

[lee@deepclean.us.com]

Don't give up!
I think you are on the right track.
It takes a bit to manage the right equipment, solution strength, pads and dwell time.

[joeyjcc]

I finished up my second trip, just had dinner so here are the before and after Photos from today .
Used about 1 & 1/2 gallons Encap Hydrox detergent mixed at 10oz per gal. Microfiber with strips and a lowboy.
Me thinks there was more than soil and beverage in the carpet!

[img][/img]

[joeyjcc]

Here's 2 more pics:

[img][/img]

[encapman]

Well it may not be 100% perfect, but it's an enormous improvement!

It reminds me of what I say about not being able to "perform miracles".
Take a brand new shirt and wipe down your engine with it.
Now launder the shirt any way you want. Will it come clean?
No! There's no way it will ever come clean. It's  ruined!
The textile is destroyed. Guess what? Carpet is a textile too.
And as much as we'd like to try, we can't perform miracles.
We do our best, but sometimes perfection can't be reached.
All we can do is "improve" what their negligence brought about.


You did a great job trying to resolve the problem. It really looks quite a bit better. And I'm sure they appreciated your diligence to go back and attempt to improve it. Going the extra mile is always a good course to follow in business. Personally speaking, I'd rather lose a few bucks in order to do right by the customer. In the long run, you can feel good about the way things were handled, and invariably it leads to a better reputation. I'm sure that's the way you're feeling right now too.

You also demonstrated that Encap-HydrOx can be a "problem solver". It's a "go to" product for situations like this. HydrOx is terrific for fixing browning, wicking, etc. I'm glad it worked out well for you!

[MikeHabib]

It looks a lot better. Hydrox is my favorite Encapsulation cleaner. I just ordered a gallon.