customer texted after husband got home

[sassyotto]

new customer that was referred by another customer. Gave me garage code. went in and cleaned. Texted her I was done and would lock up. She gets home and texts the carpet looks great. Then about a half hour later texts that her husband came home and saw that the stair side posts were all banged up. I said there was no way that I could have done that since I use hose guards that are 21 inches tall so even if any of my equipment did touch those areas, the bottom 21 inches would show no damage.

I just hate being accused of something, especially how picky I am.

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[SamIam]

Well the vacuum line can contract and ride up, usually not like that

 

[sassyotto]

Well the vacuum line can contract and ride up, usually not like that

not the way I clean, and in that house the vac hose would not have touched that corner as the front door is to the left side of the steps and the hose ran up the left side of the stairway along the carpet. That post is on the right side of the steps. I did clean the first floor to the right of that post so the vac hose would never have touched that side of the post and again would have run along the floor.

If there was ANY chance I would damage a customers home I would let them know as soon as I find out. But this is impossible

 

[Jim Pemberton]

We (customers/service providers/aging trainer-suppliers) all become “blind” to what we should see every day...

....until something different happens and it gets our attention.

Back when I was on my 30s and often traveling, I came home to notice a broken wheel cover on my wife’s car. Her father (a fellow I never warmed up to) had told her to have her brakes fixed at the place he liked, instead of the place I preferred.

So of course I immediately blamed “his guys”.

Then my wife reminded me that months earlier, she had slid into a curb in icy weather and the damage occurred then. I had remembered the event, saw the damage, and completely forgotten.

Sadly, this characteristic of human nature means that we have to be borderline paranoid in inspecting where we clean for anything for which we might be blamed.

First time customers who have not yet developed a trust in us are the ones with whom we need to be most careful.

*We go through the same thing when we fix truck mounts. The machine and entire van interior can look and smell like a trash dumpster, but the smallest scratch becomes the fault of our repairman.