There are Some Jobs Better Turned Down Than Attempted

Jim Pemberton

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Jim Pemberton
Caution: Customer Expectation Disaster Ahead!
by Jim Pemberton - Fabric Pro Specialist
I'm often asked:

"If I get the right training and have the right products and tools, “will I still have to turn down any upholstery cleaning jobs?”

My answer is always . . . . YES, YOU ABSOLUTELY MUST!!

"You must turn down any job where your customer's expectations exceed what you can deliver in the way of a result"

Think About This:

What really is the most costly event that can happen with a customer?
If you damage an individual piece of furniture through color bleeding, fading, or texture distortion, you will have a tangible cost that you will incur (a claim) and then it's settled. But that's not your biggest cost! The fact is that the damage claim is your smallest problem!

What happens if you consistently deliver poor results?
You could have dozens of unhappy customers who will never call you back, and never refer you to others, or more likely will trash your reputation at the hair salon, social media, Yelp, etc. at every opportunity!

Unlike carpet, upholstery has so many variables in its fiber content and design, including consumer neglect, that it may be impossible to remove all stains and soils easily, or without causing color or texture damage to the neglected fabric.

The problem is communication!
If your customer understands these limitations up front, they are more likely to accept a less than perfect result, or they have the option of declining your service. Either result is less costly than the alternative which usually happens to cleaners who spend hours attempting to clean something that will never be able to be restored. They lose both the money and at the same time have at minimum an unhappy customer, and more often than not lose the customer for good.

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Walk Away From Jobs Like This!

A good pre-inspection and pre-qualification step is NOT a list of good sounding excuses that is meant to talk the customer into accepting poor results.

On the contrary, if you understand the limitations of a specific fabric, such as the tendency of a rayon chenille to lose its texture from wear or deeply dyed fabrics to lose color, you can speak to the specific limitations imposed by the fabric and the use your customer has put it through when you explain what level of soil or stain removal that your customer might accept.

The ability to explain these limitations also should allow you to talk to your customer about the care of their furniture before it becomes heavily soiled and stained, and thus allow you to deliver results with which they will be pleased.

Learning to follow a consistent and well thought out pre-inspection and testing protocol on every job you clean will prevent this costly and frustrating problem, and will also enhance your image of professionalism.
************************************************
 

Russ T.

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98B98439-A3EE-4322-8038-A8B76C505459.jpeg


This was sent to me from a local customer and acquaintance just this past Friday. I brushed him away but told him I’d consult with my carpet cleaning buddies online.

I’m not going to make this guy happy while making it worth my time/effort/chemistry, am I?

I asked him if he knew what the fabric was but haven’t heard back.

I really don’t like jobs like this.
 

Jim Pemberton

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Jim Pemberton
If you are asking about the draperies I agree. If they are synthetic, he can wash them. If they have natural fiber content, they might shrink when wet cleaned, which will be needed to remove that damage
 
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Papa John

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I agree with you Jim.
@Ofer reffered me to this lady. During the initial walk though and inspection she showed how she didnt like how the piping on a chair cushion was a little skewed and didn't run perfectly straight. And THIS was before I even cleaned her cotton velvet chair.
I said- wow! You must have the perfect life if something this miniscule can cause you greif. I' sorry ma'am but i wont be able to serve you to your satisfaction, good by.
 

Cleanworks

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View attachment 76266

This was sent to me from a local customer and acquaintance just this past Friday. I brushed him away but told him I’d consult with my carpet cleaning buddies online.

I’m not going to make this guy happy while making it worth my time/effort/chemistry, am I?

I asked him if he knew what the fabric was but haven’t heard back.

I really don’t like jobs like this.
Do you know what the staining material is?
 
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Cleanworks

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The draperies might be salvaged by a qualified dry cleaner. That's a lot of ink to try to remove from a carpet but you could always try chemspecs water based ink remover. Always at the owners risk.
 
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SamIam

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Sam, can I use that picture for training purposes? That's a great one!
Of course.

I do the the Mom’s house the three kids houses.

This was one of the daughters houses.

Her husband says it’s just washable finger paint!

Most of it came out.
 
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Jim Pemberton

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Jim Pemberton
Of course.

I do the the Mom’s house the three kids houses.

This was one of the daughters houses.

Her husband says it’s just washable finger paint!

Most of it came out.

Thanks Sam!

There is so much good teaching in a great visual
 
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Mark Saiger

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Grand Rapids, MN
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Mark Saiger
Yep turned down very large white sectional last week.

Showed the lady of the home what could happen with the potential fire retardant "Red Scare" and she decided to wait!

We will turn down more or show potential pics and videos of potential damages just to make sure they know what they are signing off on
 

SamIam

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Ok I should’ve got pics but I didn’t.

Customer has seat cushions that tie to barstools. White cotton canvas.

I just cleaned them two weeks ago.

And he spilled coffee of two of the four.

His wife is also on medication and some meds got on the carpet creating an orange spot like drips.

Most of that came out with peroxide and lastly packed the fibers with coffee stain remover powder.

The cushions I sprayed with red one and then some peroxide.

Rinsed with cti natural fiber cleaner.

He tried to get the stains out with oxy clean and made the stains bigger.

When I was finished it looked 95% better.
 

steve_64

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Aug 11, 2012
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Ahhh, I did. :dejection:

And the " I can make it look like new again" because so many were saying I made it look like new again.

Certain things I learned not to say. just because it's what my customers say I can't say it.
 

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