Customer Red Flags

[Steve Lawrence]

How do you avoid the customer from hell?

One thing we can do is watch for the "red flags".

Customers will sometimes "tip their hand" and give away the fact that they will be a hassle.

One axiom we've gone by is "if the customer is a PITA (see Mike'ys list of BB abreviations/acronyms) before the job they will likely be one after the job. It's probably kept us out of trouble a few times.

Which red flags do you look for?

 

[Jimmy L]

When ever they fold their arms as you explain something like when you leave their damn dog will still piss all over.
Why they didn't call their last cleaner back.
Do you guarantee your work?
Angry women who HATE men.

 

[EDS]

Over the Phone:

Excessive use of adjectives...tiny room, small room etc..

ME: Do you have any pets and is the reason your having your carpets cleaned it because of a pet odor or urine door?

Customer: I have a small dog and there are a couple of pet spots.

ME: how big is your dog?

Customer: oh its small only 30 pounds...

or

ME: How many areas do you have to clean?

Customer: 3 bedrooms and a set of stairs...

ME: is the hallway or landing carpeted?

Customer: we don't have one.

ME: oh so the entrance to the bedrooms is laminate or hardwood.

Customer: no

ME: so how do you get into the bedrooms.

Customer: i guess we do but there is only a small area of carpet

OR customers saying...

Groupon has a special on now...

My last carpet cleaner did it for half the price...

Just a few...sometime the best decision I have made is not to take on a customer...it happens very rarely though. Just have to adjust and manage expectations.

 

[Mike Pailliotet]

If they know what a MSDS is..

 

[Steve Lawrence]

If they know what a MSDS is..

Damn MSDS's---they state the tiniest possibility of itch from a product in diluted form for the super sensitive and some customers run away from you like you're the plague.

 

[EDS]

Don't go licking the carpets after I pre-spray and you will be fine...

 

[Jimmy L]

Had one request a MSDS and was going to research because they had allergies. Gave them one for those simple formulations like procyon ( water softner) and didn't hear back. Could have used vinegar and they would have balked.
Glad they didn't call back.

 

[Wandslinger]

You quote a loose price over the phone and as soon as you get there they want to leave. It's just a way to lock your price in before you see the real damage or square footage.

 

[EDS]

For me price is the best class filter...
In a broad sweeping generalization people that are willing the appropriate amount of money on carpet cleaning live better. They are protecting their investment and thus clean their carpets more frequently and may not let them wither into a state of disrepair...
Homeowners are my target demographic.

Another warning sign....

I usually clean my carpets myself with my Bissall...

 

[Bob Savage]

I am so glad that I am on the other end of cleaning - close to retirement!

Virtually all calls we get are repeat or referrals, and if it is a customer who could be a problem, once we tell them our prices they say, "I'll call you back", and they usually never do.

That also means the carpet that we clean is usually not very soiled.

I'm good with that.

 

[Mike Pailliotet]

Refuses to talk to you on the phone

Text or email only.

 

[Mike Pailliotet]

Refers to the SO as a "partner"

 

[Old Coastie]

"Herro, how much you crean carrput?"

 

[Cleanworks]

Red flags? We clean them in cold water with neutral pH cleaner. They come out fine. No dye bleed.

 

[Steve Lawrence]

"Herro, how much you crean carrput?"

"Are you a carpenter creaner, how much?"

 

[EDS]

My son who is 4 cannot pronounce the letter L. Wove you papa. Ouch my weg...and so on and so forth...

 

[Lee Stockwell]

Do you accept/match coupons?

 

[Mike Pailliotet]

Do you used recycled water?

 

[Josh]

When they answer the door nekid.


Getting pretty tired of that.

 

[SamIam]

You work your butt off on disgusting carpet no vacuum has touched in five years and there's broom bristle everywhere!

I swept before you got here!

Like used a broom and dust pan swept?

Come on people?

Or do you vacuum?

Yes we do.

Good cause mine broke and it really needs it!

I say you could always sweep it!

These are the ones that you work a freekin miracle.

They walk around and say I think it's still dirty!

Pig pen never lifted a friggen finger to clean in their life, but now they're an expert?

Just shoot me.

 

[Spurlington]

Do You Have INSURANCE?

 

[Sierra Clean Care]

If they know what a MSDS is..

I dealt with a customer that apparently knew more about the IICRC & cleaning than I did..... She 'talked me through' every step.... THEN proceeded to inform me of national and regional cleaning costs..... Yep, a REAL fun one.....

 

[Old Coastie]

Ve go Calcutta for Dawali. You say $350, you do for $200?

 

[EDS]

When I hear a certain accent I jack up my price so by the end of the conversation we are at my regular prices. It is in there culture to bargain...

 

[NobleCarpetCleaners]

well this may sound a bit crazy (no pun when you've read the rest) but I have noticed a connection between the number of perscription meds in the master bath counter top and "hassles" with the customer. Sometimes (more times then I want to count) I don't see the collection of bottles until I actually clean. I will spare you the details because it will just make me re-live the whole experience/s......

 

[Old Coastie]

"Hello, we are closing on a house at 2:30 Thursday and the movers are coming Friday morning..."

 

[Loren Egland]

Do You Have INSURANCE?

Yes. We take out a Lloyds of London policy on the piece you want cleaned and add the cost to the price.

 

[steve_64]

Bless you and other religious phrases.

 

[Cleanworks]

Bless you and other religious phrases.

I don't mind those at all. I just quote 1 timothy 5:18

 

[steve_64]

I don't mind those at all. I just quote 1 timothy 5:18

Their money is as good as everyone else's I suppose.