Jim Pemberton
MB Exclusive.
- Joined
- Oct 7, 2006
- Messages
- 12,076
- Name
- Jim Pemberton
When The Customer Tries to Make Their Problem - Your Problem!
by Jim Pemberton - Fabric Pro Specialist
“I tried a few things to get this spot out. Do you think you can make it a little better?”
Our customers understandably have the habit of trying their own spotter (or, often several spotters…) before they call us. Its human nature to attempt to try a “quick fix” before a professional is ultimately called in to solve a problem. All of us do that from time to time.
"THIS IS THE RESULT OF A CUSTOMER WHO ATTEMPTED TO SPOT CLEAN A RAYON VELVET FABRIC"
Here are four things you must do when given such a challenge:
1. Be Courteous:
Never EVER scold or belittle your customer for attempting to spot clean their fabric. Instead, say something like this: “Its understandable that you wanted to get this fixed right away when the spill happened. I never call a plumber when my sink is clogged either! We will have to take some steps to remove the things you used, and its possible what's happened will keep us from getting this back to 100%, but we'll try”
2. Be Clear:
Once you've kindly “let them off the hook”, let them know that there might be some color damage. One way to approach it could be: “Sometimes the cleaning products you have won't know where the stain stops and the color meant to be in your fabric begins. I think we'll see some permanent color change after we've removed what we can of the stain. We'll do our best, of course. But any colors that change or are missing when we're done are out of our control.”
3. Be Careful:
Even though the fabric looks “ruined”, it doesn't give you the excuse to treat it carelessly. First, rinse out as much of the residue as possible, as you'll need to find out how much of that discoloration is distortion, how much is residue, and how much is permanent color damage.
Only after you remove as much of “their stuff” as you can, should you proceed with cleaning and stain removal processes. NOTE: Any remaining residual stain removers that your customer used may interfere with what you use!
4. Be Confident:
When you know you've done your best, even if the result isn't perfect, have the confidence in yourself to know when to stop, to diplomatically remind your customer that they ultimately were the source of the problem, and get paid for your expertise.
IF YOU COMPARE THIS WITH THE CONDITION OF THE CUSHION IN THE BEGINNING, YOU SHOULD FEEL CONFIDENT THAT YOU SHOULD BE PAID FOR YOUR WORK-
There isn't a better time to suggest the application of fabric protector on all of your customer's high value carpet, rug, and upholstery in their home. If properly protected, there should never be a case when a spill results in such a disaster, and they should be made to feel comfortable to call you if such things happen in the future.
by Jim Pemberton - Fabric Pro Specialist
“I tried a few things to get this spot out. Do you think you can make it a little better?”
Our customers understandably have the habit of trying their own spotter (or, often several spotters…) before they call us. Its human nature to attempt to try a “quick fix” before a professional is ultimately called in to solve a problem. All of us do that from time to time.
"THIS IS THE RESULT OF A CUSTOMER WHO ATTEMPTED TO SPOT CLEAN A RAYON VELVET FABRIC"
Here are four things you must do when given such a challenge:
1. Be Courteous:
Never EVER scold or belittle your customer for attempting to spot clean their fabric. Instead, say something like this: “Its understandable that you wanted to get this fixed right away when the spill happened. I never call a plumber when my sink is clogged either! We will have to take some steps to remove the things you used, and its possible what's happened will keep us from getting this back to 100%, but we'll try”
2. Be Clear:
Once you've kindly “let them off the hook”, let them know that there might be some color damage. One way to approach it could be: “Sometimes the cleaning products you have won't know where the stain stops and the color meant to be in your fabric begins. I think we'll see some permanent color change after we've removed what we can of the stain. We'll do our best, of course. But any colors that change or are missing when we're done are out of our control.”
3. Be Careful:
Even though the fabric looks “ruined”, it doesn't give you the excuse to treat it carelessly. First, rinse out as much of the residue as possible, as you'll need to find out how much of that discoloration is distortion, how much is residue, and how much is permanent color damage.
Only after you remove as much of “their stuff” as you can, should you proceed with cleaning and stain removal processes. NOTE: Any remaining residual stain removers that your customer used may interfere with what you use!
4. Be Confident:
When you know you've done your best, even if the result isn't perfect, have the confidence in yourself to know when to stop, to diplomatically remind your customer that they ultimately were the source of the problem, and get paid for your expertise.
IF YOU COMPARE THIS WITH THE CONDITION OF THE CUSHION IN THE BEGINNING, YOU SHOULD FEEL CONFIDENT THAT YOU SHOULD BE PAID FOR YOUR WORK-
There isn't a better time to suggest the application of fabric protector on all of your customer's high value carpet, rug, and upholstery in their home. If properly protected, there should never be a case when a spill results in such a disaster, and they should be made to feel comfortable to call you if such things happen in the future.
