How Many Complaints Do You Get Per Year

[Carpet Cleaning Fool]

I personally bang out 3-5 houses per day 6 days per week. Over the past 3 years I've averaged about 3-5 complaints per year. True, when i had a second truck with employee i was probably getting 3-5 complaints per month. But, by doing the work myself i have been able to keep the complaints to a minimum.

How many complaints does your company get?

 

[Brian R]

Complaints really come down to how well you can educate the customer.

Not sure how many "complaints"...If I get them they get resolved.

I would say no unsatisfied customers that I can think of.


I would imagine I have gone back maybe 3 or 4 times this year to touch up something...think it would be pet odor if anything.

 

[KevinL]

None!

I hang up the phone before they can finish what they're saying.

 

[alazo1]

6-12 I suppose. Got one yesterday. Lady wanted me to come back and groom. I called and told her I did groom. "Oh but the last company groomed so much better". 4th time I've cleaned for her. Did her upstairs last month. I'll be back

Albert

 

[Chris A]

I stop back to about 2 jobs a month on average, usually its just to remind them that this area has pile reversal, the bleach spots aren't going to come out, etc. Many times its stupid, but if I'm close I stop and take a look. Very seldom do I re-clean anything though.

 

[B&BGaryC]

People don't like confrontations. Unless you invite them to complain they won't. You have to call them, ask them them less than 5 questions to determine if they are satisfied and would use you again. If you hear any hesitation in their voice when you ask if they're satisfied, you ask if there are any areas that didn't turn out as well as they expected. You've pretty much got to beat a complaint out of somebody, but you'll find them.

If you aren't calling your customers back, you have no idea how many complaints you have. Most people will keep quiet about it.

I had a gal wait 4 weeks before calling me about streaks through her whole living room, and she only called me because her friend (An insurance adjuster) told her she had to. She had said we were so nice to her and had such a quick response time and always take care of every detail, she felt guilty calling us back. I thanked her for calling us and fixed the problem.

I've got to get back in the habit of calling people a few days after the job is done.

 

[Larry B]

It wasn't just CC but with everything in June of 2007 we had around 35 complaints in 1 month. We jumped from a crew of 4 to 12 in 2 weeks and the monkeys went wild

 

[Brian R]

If we are talking about complaints from Mikeys board guys I think Larry takes the cake. :mrgreen:

 

[Larry B]

If we are talking about complaints from Mikeys board guys I think Larry takes the cake. :mrgreen:

I think I was just sucker punched

 

[Brian R]

I couldn't resist...I was speaking for the mods.

 

[Chris A]

Gary I agree with you, you have to call, otherwise you have no idea how many complaints you will have.

 

[Bill Soukoreff]

Never had one yet.

 

[-JB-]

ask more.

 

[Doug Cox]

None. And I invite people to complain if there are any issues. If you inform them of possible problems or conditions of their carpet,most of the time they won't bother you with useless calls.

 

[Ron Werner]

I might get a couple per year that I have to go back to. Biggest challenge this past year has been urine contaminations.