So what do you guys say

KevinL · Feb 12, 2016

when you get to a job that you quoted over the phone but when you get there it's a mess? The carpet is filthy, there is crap laying all over, it stinks from dog and cat pee, stains everywhere and the Realtor is on his way over to list the house. And she said they were half way moved out so the rooms are suppose to be near empty but the beds are leaning against the walls. Yes, nightmare job.

Mikey P · Feb 12, 2016

"I should have went to law school..."

suck it up Keven, the sun will come up tomorrow.

Cleanworks · Feb 12, 2016

tell them that the price you quoted them over the phone was for the 1st hour only and you charge $150.00 per hour after that.

KevinL · Feb 12, 2016

No really, what do you tell the customer to get more money without them thinking you are just jacking up the price without saying they are pigs?

Kellie Hiler · Feb 12, 2016

I never give a firm price over the phone. I tell them it sounds like it might be around......
but it could more or less once I have evaluated it.

Mikey P · Feb 12, 2016

you need to practice that finger snapping..

roro · Feb 12, 2016

We only give an "estimate" over the phone, as in our jurisdiction a "quote" is a firm price.
roro

Desk Jockey · Feb 12, 2016

I drop down on my knees and thank the heavens for dirty filthy people and the opportunity bestowed upon me.

Oh then I say cash only. No hot checks for this dude.

Hot chick's are ok, but no hot checks.

Kellie Hiler · Feb 12, 2016

If you quoted them a firm price over the phone I think you pretty much have to suck it up.
You can try saying something to the effect that it is more than they mentioned over the phone and if they want you to do a very thorough job it will cost more.
They will either say no and if you haven't started yet you can walk away or suck it up.
You may get lucky and they will understand and pay you more, but use it as a learning experience.

Nate The Great · Feb 12, 2016

It's not going to suck itself............. I'm here to clean the carpet, not help them move out....... We do have a PM that sends me out the same day the new tenants are moving in.......FML... Mostly it's the condominium jobs, portable and ask when will it be dry......... We don't get top dollar but charge a lot more then most.....

hogjowl · Feb 12, 2016

Its never firm here. The price! Don't start Taco!

And I have no problem telling them the place needs more work than normal.

Mikey P · Feb 12, 2016

The fact that my Poppins post hasn't been liked, proves all you tough guys need the inner child to come forth...

Jim Pemberton · Feb 12, 2016

Kevin

I don't know nearly enough about the job, and who hired you, to say much in detail.

In a larger sense, this type of scenario is played out over and over again with cleaners, and is just one more example of the way good people are taken advantage of by "bad" people.

When I say "bad", I mean the individual is either careless and inconsiderate of the person they hire to perform a task, or worse yet, the type that deliberately manipulates the situation knowing than most cleaners are so honorable about phone pricing that they'll lose money on a job rather than attempt to increase the price to a fair rate or walk away.

Part of deciding whether or not you want to do this is whether you think these people are "bad" careless or "bad" dishonorable.

Life is all about deciding which as which in these situations.

Chris A · Feb 12, 2016

We never charge more for dirty, but I would let theme know that cleaning will only do so much for odor and try to get them for more there

Andy · Feb 12, 2016

up charge on anything you have to do that you didn't quote on over the phone. If you gave them a price on cleaning the carpet honor that. If spot removal wasn't mentioned upcharge. If deodorizing wasn't mentioned up charge. If you have to move the beds charge for it. Show them the invoice before you start and explain it let them refuse it if they want. Since they are moving out payment before you start.

steve_64 · Feb 12, 2016

Tell them the condition of the carpet is not what was described over the phone. Recommend replacement and wait. If they really want it cleaned renegotiate the price and tell them you will be back when they are ready for you.

Jimmy L · Feb 12, 2016

Masterblends smoke odor deo is cheap............add it to your prespray. Nuke it cover up the smell temporary and get on down the road. Don't worry about anything else except securing payment. Take some short cuts, only do tops of stairs , no closets etc. : )

Have the realtor pay for it.

Shane Deubell · Feb 12, 2016

Sorry the truck just broke down, let me refer you to my good friend jimmy l. He is an expert at these type of jobs!

jcooper · Feb 12, 2016

Jim Pemberton said:
Kevin
I don't know nearly enough about the job, and who hired you, to say much in detail.
In a larger sense, this type of scenario is played out over and over again with cleaners, and is just one more example of the way good people are taken advantage of by "bad" people.
When I say "bad", I mean the individual is either careless and inconsiderate of the person they hire to perform a task, or worse yet, the type that deliberately manipulates the situation knowing than most cleaners are so honorable about phone pricing that they'll lose money on a job rather than attempt to increase the price to a fair rate or walk away.
Part of deciding whether or not you want to do this is whether you think these people are "bad" careless or "bad" dishonorable.
Life is all about deciding which as which in these situations.

I agree, well said.

I'd also add... Some people are just idiots, don't get "it" or don't want to get "it".

They don't understand that 6 cars in the drive or them not being ready(crap picked up) adds much more time/pain in arse.

A lot of the issue has to be the initial phone call(our fault). I we don't tell them, I can't bitch...

encapman · Feb 12, 2016

roro said:
We only give an "estimate" over the phone, as in our jurisdiction a "quote" is a firm price.
roro

I agree with Roro. An "estimate" is just that - an estimate. A price quote in writing is unwavering.

In our commercial carpet cleaning business, that's the way we've always handled it...
"I'm happy to give you a ballpark estimate over the phone. Then when I come out to inspect the carpet, I'll provide you with a price quote along with our proposal."

No other trade gives firm price quotes over the phone... painter, roofer, landscaper, etc. So why should we?

CanadianRuss · Feb 12, 2016

Mikey P said:
The fact that my Poppins post hasn't been liked, proves all you tough guys need the inner child to come forth...

All jobs can be fun! Kind of like major ink stain removal. When your running late for a webinar. Popping knows best!

CanadianRuss · Feb 12, 2016

KevinL said:
No really, what do you tell the customer to get more money without them thinking you are just jacking up the price without saying they are pigs?

Discuss there is only so much that can be done for the price you told them. I'm sorry Mr. or Mrs Smith, seems we have a miss understanding. We are very good at what we do, but we are not magicians. I would love the opportunity to resolve your situation, but in order to do that we need to go over a few things.

Then explain the cost of urine removal, extra furniture to move etc. You may even have to reschedule if there have items everywhere.

Kellie Hiler · Feb 12, 2016

Mikey P said:
The fact that my Poppins post hasn't been liked, proves all you tough guys need the inner child to come forth...

What is a Poppins?! :shifty:

Nate The Great · Feb 12, 2016

Mary Supercalifragilisticexpialidocious Poppins........

Kellie Hiler · Feb 12, 2016

encapman said:
I agree with Roro. An "estimate" is just that - an estimate. A price quote in writing is unwavering.

In our commercial carpet cleaning business, that's the way we've always handled it...
"I'm happy to give you a ballpark estimate over the phone. Then when I come out to inspect the carpet, I'll provide you with a price quote along with our proposal."

No other trade gives firm price quotes over the phone... painter, roofer, landscaper, etc. So why should we?

Exactly.

Kellie Hiler · Feb 12, 2016

Nate The Great said:
Mary Supercalifragilisticexpialidocious Poppins........

Ohhhhhhhh........ :shifty:

I've heard the supercalifragilisticexpialidocious......that's where my Mary Poppins knowledge ends lol!

Cleanworks · Feb 12, 2016

I used to work for a drywaller once. We went to estimate a job for a lady who was too fussy for him so he says, excuse me, I forgot something in the truck. He beckons me to go with him and when we're outside, I ask, what did you forget? He says, I forgot to stay in the damn truck! Gets in and drives off

encapman · Feb 12, 2016

I agree. Some customers/jobs are not worth having.

To quote a line from an old Steely Dan song...
"Throw back the little ones,
and pan fry the big ones,
use tact, poise, and reason,
and gently squeeze them."

Jack Zipper Zerkie · Feb 12, 2016

My phone est. are only a maybe price, I always say the carpets must be vacuumed prior to cleaning by the owner or me at a extra charge,but the vacuuming is the most important factor prior to cleaning. When the job is not what the person told me ,then everything must be re -adjusted for that job. I just cleaned a forcloser and it was vacuumed, but the dried dog crap was everywhere so the price was changed. H e forgot to tell me about the dog problem. it was in every room of the house. Just another job in the day of a carpet cleaner. jz.

BIG WOOD · Feb 12, 2016

KevinL said:
when you get to a job that you quoted over the phone but when you get there it's a mess? The carpet is filthy, there is crap laying all over, it stinks from dog and cat pee, stains everywhere and the Realtor is on his way over to list the house. And she said they were half way moved out so the rooms are suppose to be near empty but the beds are leaning against the walls. Yes, nightmare job.

I say, go do the job for what you quoted. And while you're doing the job, brainstorm on what the words you said to the customer were. When you keep repeating what you said while you're cleaning that carpet, you'll be much more tactful when you get another call from a customer requesting a quote over the phone

So what do you guys say

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