The less said the better when it comes to creating repeats out of pet owners

Discussion in 'the CleAn Room' started by Mikey P, Jan 6, 2018.

By Mikey P on Jan 6, 2018 at 11:56 AM
  1. Mikey P
    Mikey P

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    If you don't mind dealing with your contaminated equipment and value a customer who's pets use the floors as their toilet, DONT say a damn thing, Just pre vac where you can safely, use your UV light with out mentioning it, hit the pee spots with some 40 and or some smell good product and just flush the carpet as best you can.

    No water claw promises, no lectures, no mention of needing new carpet or pad, just pat the dog on the head and charge enough to make it worth your while.

    They know whats going on most of the time, don't make them feel uncomfortable by pointing out how disgusting they and their pets are.

    The second you start itemizing for adding a glug of deo to your HF or $25 per spot to water claw and so much per foot to apply a post Deo, you've probably lost them. They'll keep searching for that laid back cleaner who doesn't have to nickle and dime every job to get by, which probably means their search will never end unless the move to Gardnerville NV.

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Discussion in 'the CleAn Room' started by Mikey P, Jan 6, 2018.

    1. NobleCarpetCleaners
      NobleCarpetCleaners

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      I threw away so many needless conversations with customers about piss, like several years worth. Some point along the way I woke the hell up. I keep my claws on board for unique situations involving drinks and such. I clawed more pee then I want to say. Buckets of OSR, acid rinses you name it. You dam right they know whats up. They know exactly how much piss is involved, where and for how long. Short and to the point I make my conversations about piss. When (its really rare) they start wanting promises and such I stop things abruptly and volunteer to leave with no hard feelings. Change the carpet is my standard response. No joke, I don't get call backs over this.
    2. Papa John
      Papa John

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      Pets and Kids are our main source of business.
      We just treat the infected area and clean it. no need to do full contamination if animal is still present.
      It only becomes an issue if its a gunned rug soaked with urine and the rug might not survive the cleaning process or not worth the cost of the cleaning.
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    3. Jim Williams
      Jim Williams

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      I agree. I have one elderly customer who is not able to walk her cocker spaniel. She has been calling me twice a year for at least 10 years to suck out the wiz. I never would say anything to make her feel bad. I just give it a good cleaning and flush one area the dog hits hard and ask her how she's been and then I'm on my way. There's no hope for this carpet. It's sad that people have to live like this. The bedroom carpet where she sleeps is the worst.

      I keep a jug of Skunk out in my van and pull some into my vac hose when I'm done.
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    4. Mark Saiger
      Mark Saiger

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      There is always going to be damage below of some nature.

      Minimizing the situation with whatever you can do to make the client comfortable and without charging crazy prices with an honest explanation of what we can possibly do is our goal.

      There are more than one way to accomplish making things better and there are newer treatments that can help... but to make complete fixes will of course involve replacement and certain structural repairs.

      Trying to explain and make a client understand can be a chore in itself.
      You will most times not find a pet owner that is going to give up their pets and you are best to try and accommodate clients the best you can.

      Yes I do sell pet remediation products but we also feel they are a couple of good options to help you as a cleaner and the homeowners if each party can come to an agreement on realistic expectations.

      Also if the pet is still in the home... There will be accidents again.... Soon... Sometimes before you wrap up the hoses.

      Enzymes will work but if you don't follow directions on the label for any product... No product has a chance to work.

      We test and feel our odor eliminator (Saiger's Cide Sauce Lime Citron Odor) and new enzyme with the Cide Sauce Lime Citron Odor Destroyer (P-Lime-Zyme) have tested great and do work as intended. We even had independent lab testing done to validate their effectiveness.
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    5. Wandslinger
      Wandslinger

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      I pretty much do what Mike has suggested. I do however tell them that if the cleaning hasn't remedied the problem than we might have to come back and treat it more appropriately. I tell them I would rather clean it first and see if that helps. I know Im leaving a crap load of money on the table but that is for the return trip. At least I tried.....
    6. sOOper hero
      sOOper hero

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      oh my garsh .....that sounded so "Cobblike":lol:

      there's nothing "new under the sun"
      just different formulations of the same ole sheeit that's always been brewed

      enzymes and molecular modifiers work fine for cleaning garbage cans and dumpsters
      But there's nothing better than peroxide (or mixed OTJ sodium perk) for carpet urine contamination ..period


      similar to Jim's custy, I had one too
      From '92 til she passed of cancer in 2011 we cleaned her postage stamp sized lving rm, kitchen and hall twice a year that her little tea cup mutt fouled regularly.
      She was embarrassed at times

      What I told her?

      "Dottie, you keep loving your little doggie, and we'll keep doing the best we can"

      ..L.T.A.
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    7. TConway
      TConway

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      It comes down to the customer honestly, I have a customer that has me come out every 2 months...I am personally sick of going there to clean honestly, I don't do anything but put the Saigercide down on the spots and clean as normal. They know I can't fix it, but he loves his boxers. I told them the truth, I can help mask it but there is no way to fix the problem.....and you know what? They are perfectly happy with my services been doing it for them for years now.

      I deal with it all the time in PM work, I have come to the point that I AM NOT GOING TO BE ON THE HOOK FOR PEOPLE AND THEIR STUPIDITY PERIOD. I tell them if you want me to try and HIDE IT I will try, but I am not going to be responsible if it doesn't work. Also if I go to the job and I know for a fact that the smell isn't going to come down to a acceptable level where ANOTHER PET RENTER will be okay with it then I tell them replace it.
      I tell them that you will NOT be able to rent the property to a NON-PET RENTER, and I have done many jobs that that is exactly what they do, they just rent to another pet owner, and usually end up doing a full replacement after that next pet leaves.
      I personally am not into spending HOURS and HOURS at one job trying to fix this BS, I have better things to do with my time. Like go watch my grass grow.

      I have had my PM accounts for 7+ years and it really has just come down to being honest with them, knowing what you can fix, what you can hide, and when to just be 100% honest and say guys I am so thankful that you have this much faith in me but because I am a professional, I am going to be a professional and tell you, because I care about you, that you just need to rip it out and start over. I have built what I feel is a good relationship with them, and I am not afraid to tell them NO.
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      Last edited: Jan 6, 2018
    8. Bob Pruitt
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      mbdog.jpg

      Doing a tile maintenance clean on Monday for an owner of 2 bull dogs. First time I did it I charged 2k. Monday is 1k. Between the Turbo, the tile wand and the Saiger Red spiked with Seigercide it will be clean...but damaged and will not smell...until it does.
      6 months I will do it again and collect my 1k. They know this. Think I will bring a couple dog toys on Monday.
    9. Derrick T.
      Derrick T.

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      I learned that quickly.. good advice. Especially on rentals, they(renter) dont want to pay any more that they feel they shouldn't have to pay for.. as results, the renters actually calls me back for more cleaning!
    10. Mikey P
      Mikey P

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      My dogs approve of Al's answer...

      Screenshot_20180106-220548.jpg
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    11. Derrick T.
      Derrick T.

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    12. SCC
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      I strongly disagree but I understand what you are saying. I like my customers to be informed, I explain there is a lot of things that they can do to help themselves. I keep it simple and easy to understand. They need to understand what wicking is, they need to understand how ph is a factor and why it's not ok to spray the spots with everything under the sink, Most of all. they need to understand there is only so much that can be done on my end. I usually pass on the jobs that are too far gone rather than try to upsell, but I do so with an explanation rather than insult them or gouge them. I'm proud of my results overall and have managed to turn may of them into regulars.
    13. Matt Wood
      Matt Wood

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      Mikey P likes this.
    14. Mark Saiger
      Mark Saiger

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      Nothing new in medicine either...

      Just same old witch doctors....



      In other words.... Respectfully disagree....


      And there is more than one way to approach making some corrections or relief to these situations....

      I have used and do incorporate more than one as needed but do tend to rely on one method over another more with more successful results for us.
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    15. icleancarpetz
      icleancarpetz

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      I agree with Mikey on this one...I lost two jobs when I shined the UV on their carpet....they were horrified to see how bad they have been walking on their nasty pee’d carpets like walking on hot bed of goals without feeling the heat. Never heard from them again nor did the job.

      From there on I decided to just quietly do the affected areas when called without any profession lecturing. Just go in keep my mouth shut, treat and clean, grab the check with an AFFIRMABLE smile and LEAVE. Works every time. And most not all call me back again.

      WISDOM: keep your mouth shut, do the job, SMILE and learn when an WHEN NOT to use the Bill Yeadon JonDon Scripts.
      DBDBF59F-B0A3-4D35-ACAD-9C3FABC70C5F.png
    16. Jimmy L
      Jimmy L

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      Remember Larry that Mark is really here to promote his business online and sell his juice here.
    17. sOOper hero
      sOOper hero

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      What I got from Mike's original post, it's geared to res w/pets still in the home, Tom
      whole different world in property management

      a move out that calls to fix the mess they left, gets nothing but the cold hard unvarnished version of the truth
      and NO GUARENTEES period
      ....or even "cautiously optimistic" assurances unless it really is very minimal
      (which it never is regardless of their claims of "just one or two little accidents" )

      Prop management accounts get a similar education
      They have to have a clear understanding of what it involve$ if they want/need 100% correction
      ...up to and including replacing carpet, pad and sealing subfloors
      and in more extreme , removing subfloor, sealing floor joists and installing new sub floor
      (if cats, baseboard and tail high up the walls often need addressed too)
      No othere way to CYA if offering any satisfaction assurances
      Additional charges apply

      first time res custy needs info too.
      But gets presented in a manner that won't remotely offend their "sensitivities" ......or Fee-Fee's
      pets are family to most owners
      ( you'd be a complete idiot to remotely disparage their kids over playdoh, silly putty and koolaid if you want that custy)
      same for their pets

      easiest way I've found to approach it, is to let them know I can certainly "improve" the condition (don't say "problem") but there's only so much that can be done from the top when "liquids" (don't say urine) run thru beneath the carpet

      most will easily understand that simple explanation/info

      if the family member (pet or incontinent relative) is still in the home with no intention of going anywhere, the custy is generally more than satisfied with "improvement"

      Those custys are gold mines, cause they're regular and often life long custys

      This assumes the CC'er isn't a clueless mOOk that can do more than dump Old Spice and charges enough that $15 dollars worth of peroxide won't make or break him

      know what I mean, Vern???


      ..L.T.A.
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    18. Mark Saiger
      Mark Saiger

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      And irritate you..... (Marty on Mark's Computer)
    19. Mikey P
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      Correct, ESPECIALLY repeats. They don't need to hear the cover your ass BS every time.

      Almost as annoying and relationship ruining as selling them on the benefits of wonder guard on each visit.
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    20. Mikey P
      Mikey P

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      I fooking cringe when I see Damon show pictures of his 87 gallon Water Claw douchings.

      Knowing full well that a new family is coming in to live on that toxic nightmare , not knowing what he just hid from them.


      Bad karma.
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