Ken Snow I needs to know...

[Mikey P]

What is Hagopian's redo rate?
What percentage of customers call to complain and what are the top 3 reasons for the call?



Allah is listening so be truthful!

 

[Ken Snow]

Mike, we are right at about 97% satisfaction rate as a company, with each specialist having their own rating. We really do want to hear the negative and have a really nice, detailed questionnaire (prepaid postcard) I would be happy to share with anyone who e-mails me.

We ask about how they are treated by office and cleaners, how the work was performed, when they would like a reminder, if they will refer us and we also have a few lines for comments.

Any cards that come back with a negative comment gets followed up, action taken and notes made on action taken.

I would recommend to everyone to use a questionnaire. I think people are more willing to share things when being able to write it vs a follow up phone call which could be awkward to speak out on.

Ken

 

[Mikey P]

Wick backs, missed spots and returned spots right?

 

[davegillfishing]

ken..i dont have your email but would love to get a copy of your post card
sandscout@gmail.com
thanks
dave

 

[Ken Snow]

Sorry I forgot that part of your question Mike.

Not too many wick backs, but certainly some areas people think could be better and often can. The biggest reason for a re service imo is unclear communication of expectations. I cleaned for 5 1/2 years and had a very low reservice rate and while I would love to say the ones I did get were not legitimate, I know that I either goofed and did not get something as out I could have or failed to communicate it effectively when I couldn't.

Out of the close to 10,000 job I did I doubt I had 5 wick back re-cleans. They are the easiest thing to avoid with good flushing a extra dry strokes.

Ken

 

[Mikey P]

Do your techs get paid on re visits?

 

[Ken Snow]

Check your e-mail Dave

any others who would like send me an e-mail at

kensnow@originalhagopian.com

please put "Questionnaire" in the subject line as I don't open e-mails I don't recognize.

 

[Mikey P]

Can we do a Hot Seat with your top tech someday?

 

[Ken Snow]

I'd have to think about that one Mikey. What would be the purpose?

 

[Lee Stockwell]

Not to worry Ken, none of these guys would pay him like you do.

 

[Ken Snow]

LOL Lee, of that I have no doubt. I'm just not sure I want others to get as addicted to this forum as I seem to be :-)

 

[Mikey P]

I'm getting tired of IICRC know it alls and would like to hear from a pro in the trenches that ain't all high on himself from reading his own posts online.

 

[bob vawter]

And jus for the record.....you run an emulsifier THRU yor machine......right?

 

[Mikey P]

Vawter are you still posting here?


gawd but you're old news...

 

[Lee Stockwell]

Bob's the closest thing we have to an Ed York in the flesh.


Barely.

 

[hoser0354]

Ken, I would like a copy of your post card too if you don't mind, Thanks

 

[Guest]

Bob's the closest thing we have to an Ed York in the flesh.


Barely.

That's not very nice, what did Ed York ever do to deserve such a jab?

 

[Ken Snow]

I did send a few PDF's of our questionnaire out last night to those who provided me an email address. I don't know how or if an attachment can be put in a pm here.

Anyone who wants one still that has not gotten it please e-mail me at:

kensnow@originalhagopian.com

Put questionnaire in the subject line please.

 

[Ken Snow]

Every one of our guys think they are gods gift to carpet cleaning, which is just the way we want them. Confidence, breeds success.

 

[bob vawter]

Ya but Ken...what about the emulsifier draw on yor Butlers...whaddya run...

Ohh yes..Glided or un-glided....?

How many jets on yor wands Ken

VACUUM??????


inquirin' minds wanna kno......

 

[bob vawter]

Yes Mikey..i'm STILL here.....and i could STILL take you out wit a small wave of my hand or jus a nod....SO WATCH IT!

 

[Ken Snow]

Yes on emulsifier and most wands are single jet, and unglided.

 

[bob vawter]

WHAAAA HOOOOOOOO!!!!!!!

Must be a Michigan thing huh....now we gotta go jerk a knot in Arts nek....!

 

[-JB-]

Actually that's a great idea Mike, s'long as ole Ken's cool w/it, i'd like to here from the guy.

 

[Jim Pemberton]

Put Brian Hanna on the Hot Seat Ken.......

The poor guy will never be the same.

 

[Ken Snow]

Brian might love to do it Jim!

He is a member here so if the Hot Seat guru would like him he/she/they are welcome to ask him.

 

[bob vawter]

If Ken skerrt ya...I'd REALLY freek you out!

 

[Ken Snow]

Love to meet you Steven and your welcome to stop by, but its ideal if its scheduled so I can be sure to be here or not in a meeting with someone trying to get my money.

Ken

 

[bob vawter]

you has money?

 

[-JB-]

He ain got no monies!!!!!!!!!!