What a pal...

Mikey P

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Screenshot_20190108-220917~2.png

Think I'll give him a call..
 

Jim Pemberton

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You know there are more than a few here that might want to have the full experience of the abuse that you had heaped upon you...

That said, you need to also reply to him through Google so that people can see that you made both a prompt and cordial response.
 

Mikey P

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Very difficult to deal with. Have been a customer since Mike started the business and asked if they could drop by my rental and evaluate the carpet and advise if it was worth cleaning. I was told "we do not come out for evaluation". Too bad for them, as 3 of their to local highly rated competitors are more than happy to stop by! Sorry Connoisseur you lost me as a customer.
 

Cleanworks

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We don't go out for evaluations or estimates either unless, it's a larger job than normal or a commercial job. We can give good ball park prices over the phone and often can't tell how the carpet is going to clean up until we try. Can't afford the gas to estimate a $200-$300 job.
 

Mikey P

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Hi Sid,

Long time no see, nine years to be exact..

As my daughter discussed with you, we are not in the Scotts Valley area on a date that would work for you. Due to the cost of running a real business in Santa Cruz county, it would cost us at bare minimum $100, to send an employee out to take a look and tell you if your carpet is cleanable or not.

Please keep in mind that we pay our crew members a living wage and we have operational costs including rent, insurances, fuel, equipment and vehicle depreciation, bonds, licences etc. To send someone out would involve overtime pay to sit in the lovely Santa Cruz traffic at the end of an already long day.

Your rental is a minimum charge job so all profit would be erased if we had to come out twice.

I'm disappointed that you felt the need to cause harm to our (extremely popular and award winning) business, because we basically, couldn't work for free for you.


Best of luck with your new tenants!


Mike

831 588 9063
 

Jim Pemberton

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Too defensive and sarcastic.

Fun to type (believe me, I know...), but not good for your business image.

Make some statements about how much you value his business and regret losing him, and let him know if there is any way you can help him in the future, that he can contact you. If you have to offer any details at all, you can just say that your business model has changed and you can't visit his area as often as you would like.

You won't mean a word of it, of course, but it will keep you from looking like a schmuck to your important customers and potential prospects who don't know the details of the issue involved.
 

Jim Pemberton

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It might be a good idea.

From my perspective, I can see that he's an ass, especially acting so entitled after 9 years, but you won't be responding for his benefit, you'll be responding for the benefit of others who will read that review.

Lee wrote an article a few months ago about how negative reviews can help your business (depending on how you handle them). I'll find it for you.
 
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Jim Pemberton

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Here you go:

Negative Online Reviews? Can Be Good For Your Business!
by Lee Pemberton - the eCleanAdvisor​
Recent research reveals that 85% of consumers (91% of those age 18 - 29) check out negative reviews to help them make informed purchasing decisions.

Believe it or not, negative reviews can actually establish trust! Your business' aim is to deliver services and experiences that consumers love. But even the best service can't be all things to all people and, it turns out that consumers simply don't trust a service that claims to be perfect!

While service businesses never want to get negative reviews, such reviews add a level of authenticity to all of the other reviews you receive, while also building trust with customers and prospects. Plus, you also get to turn things around by the way you deal with and fix bad reviews.

Following are some effective steps for you to consider:

* Be Personal and Authentic When Responding –

Above all, it's very important that you be yourself. The main reason is that it shows that you're a sincere, caring person. Plus, people will find out if you're being fake and you'll lose trust (and business).

* Handle It Offline When Possible –

One of the best things to do for serious issues is to take it offline. If you can solve the issue with the dissatisfied customer even if you can't turn them into a raving fan, you will get respect.

* Acknowledge the Issue and Apologize –

When you do see a real issue that you can address in a review, you want to acknowledge it. Being the bigger person and showing your concern about customer service is the best way to ensure that you can make a customer who is unhappy happy in the end.

* Don't Get Defensive –

When you see a bad review, the first thing that often happens is your heart starts beating faster, and you feel flustered, embarrassed, and upset. That's okay; let yourself feel but do not respond while you're upset.

* Don't Get Pulled into an Online Battle –

If you do choose to answer, use your document without the mean parts of the review and only answer to the things that you can fix in a positive way. You don't want to be dragged into an online battle; that will not make you look good to anyone.

* Sometimes Ignoring the Review Is the Best You Can Do –

If it's an especially mean review, sometimes not answering at all is the best thing you can do. Eventually, the review will be buried by other, good reviews. One bad review, especially if it seems nasty, will not ruin things for you.

* Ask for More Reviews from Your Happy Customers –

The best time to ask for a review is right when your customer is most happy with their purchase. You can set up your autoresponder so that about two or three days after purchase you check in with the buyer to find out how they feel about their purchase. Then about five to seven days after purchase, ask for a review by sending a link to the review site you want them to use.

Dealing with negative reviews can be frustrating. But try to place your focus mostly on the good reviews that you receive, and there will be many once you start asking for more. If it turns out to be too stressful, get help by hiring a customer service representative, virtual assistant who will deal with this type of thing for you.
 
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Mikey P

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Hi Syd

That's correct, we can't afford to give free estimates on minimum charge jobs. Two visits erase all profit margins.
Sorry to lose you as a customer but we'll be here for you in the future if you ever need that Connoisseur quality.


Mike

588 9063
 
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Jim Pemberton

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That's better.

I'd still soften it a bit more. You still just want to punch him the throat, don't you?

Remember, this will be read by your aging hippie millionaire customers who will still think you are being a smart ass.

"I appreciate the opportunity you gave us Syd. In home estimates in your region aren't something that fits our business model any longer."

Ask yourself: "What would Ken Snow say?" Not "What would Lewis Black say?"

Your final statement is just fine.
 

Mikey P

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I appreciate the opportunity you gave us Syd.

In home estimates for minimum charge jobs aren't something that fits our business model any longer.
Sorry to lose you as a customer but we'll be here for you in the future if you ever need that Connoisseur quality.


Mike

588 9063
 

Jim Pemberton

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Much nicer.

This information might help after having posted that message:

  • Bismuth subsalicylate (2 brand names: Kaopectate, Pepto-Bismol). It may help treat some types of nausea and vomiting, such as from gastroenteritis (stomach flu). ...
 

Cleanworks

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Ron Marriott
I know Jim's right but I like the first letter much better. One of the problems trying to evaluate a carpet for a customer is that both of you will have different standards. As a carpet cleaner, you may feel that you can improve the looks of a carpet to an acceptable level but knowing what's in it and the pad, you wouldn't want to live there and being honest with the owner may recommend replacement over cleaning. The owner, will see the great improvement in appearance and may judge it good enough for another tenant. When asked to do these types of evaluations, I tell the customer about how great a cleaner I am but only they can be the final judge. I get paid either way. It's worth it on a rental to pay out several hundred dollars if it saves you several thousand and if it doesn't, you really haven't lost that much in the long run. If the carpet is salvageable at all, we know that Mikey has the equipment, chemistry and skill to do it. That's what has to be communicated at the outset and let the customer make the decision to gamble or not.
 

Jim Pemberton

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It must be something in the air:

Just this morning a customer of mine in New Jersey went to a home to clean a "tile and grout floor" as it was described on the phone.

Upon testing he found that it was marble. It was also spattered with paint from a messy job done by a relative.

He declined to do the job, and she blew up at him in person, then blasted him on FB and Google for wasting HER time. (I guess his time doesn't count...)
 
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F

FB7777

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Let me write it for you


You'll probably come to Syd's defense





its just a matter of time before someone leaves me a bad review due to our 'attitude'

After 30 years you start to develop a desire to actually call your own shots and when your 'potential troublesome customer' radar goes off you are less accommodating
 

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