darcie smith
Member
…if you can get it clean? I know Scott bases his assessment off of years of field knowledge. I got a call from our new tech this morning, who has been doing well on his own for a week with no callbacks. He said nothing he was doing was pleasing his customer. She kept telling him it was still dirty after he’d cleaned it three times. He told me he thought it was wear, but she kept insisting it was dirt. I told him to pack up and come back to the shop and tell the client I was on my way out to assess the situation.
I’ve been doing this long enough that I can tell what’s wear and what isn’t and I know how to both explain that to the customer and soothe them until we have a solution. I can also tell a shoddy tech’s work (which is what I was looking for and hoping I wouldn’t find).
I get there and it’s old blue carpet that’s brown in the traffic lanes. The tech’s before picture shows it was a lot worse, but he said the brown turned bluer. By the time I got there it was brown again. The client told me she used her home scrubber and it came out better than today’s job and the tech must not have cleaned those rooms. I felt the carpet, just barely damp, so it got cleaned, dry strokes on par. It didn’t look crushed down, it didn’t feel like it had any residue on the fibers, it just looked stained. There are some spots that look darker that I think are coffee or something else and may come out, but the brown I think is damage.
Scott’s going out to look at it later, just was wondering what you guys thought. I tried to set her expectations by explaining wear (which she refused to hear a word out of my mouth. She kept repeating “it’s dirt, it’s dirt, it wasn’t like this when we bought the house, it’s dirt”) and by reminding her that Scott has sixteen years of experience behind him and he will try a couple things but not everything can be saved.
I’ve been doing this long enough that I can tell what’s wear and what isn’t and I know how to both explain that to the customer and soothe them until we have a solution. I can also tell a shoddy tech’s work (which is what I was looking for and hoping I wouldn’t find).
I get there and it’s old blue carpet that’s brown in the traffic lanes. The tech’s before picture shows it was a lot worse, but he said the brown turned bluer. By the time I got there it was brown again. The client told me she used her home scrubber and it came out better than today’s job and the tech must not have cleaned those rooms. I felt the carpet, just barely damp, so it got cleaned, dry strokes on par. It didn’t look crushed down, it didn’t feel like it had any residue on the fibers, it just looked stained. There are some spots that look darker that I think are coffee or something else and may come out, but the brown I think is damage.
Scott’s going out to look at it later, just was wondering what you guys thought. I tried to set her expectations by explaining wear (which she refused to hear a word out of my mouth. She kept repeating “it’s dirt, it’s dirt, it wasn’t like this when we bought the house, it’s dirt”) and by reminding her that Scott has sixteen years of experience behind him and he will try a couple things but not everything can be saved.
