Should I walk away or go the extra mile?

[Papa John]

I thought Ofer retired in the hills?

I see him working in SF occasionally.

 

[Luky]

I have a client that is being difficult. We cleaned the urine-soaked carpet in a rental for her.
We only did a regular cleaning. Stains and odor came back because the urine was severe.
I have offered to do a recleaning, using more water and Odorkiller. We will use Drymaster's HVE, a stand-on sub-surface extractor.
She claims the carpet is a pet stain-proof carpet and has had a guy from Santa Cruz clean her carpets with great success. I think she said his business is called Citra-Clean.

Here's the Kicker: We cleaned for her in 2014 and had to refund the money because she complained that my Brother-in-law was rude to her. He can be an ass at times, especially with difficult people.

Papa, you should have learned your lesson back in 2014. You didn't and returned to the lion's den for more abuse. You were being a nice guy. We have to remember that customers will often tell us a revised version of the truth. It applies to room size, soil level, and the number of steps. I had a job today, there were numerous old urine stains, and 2 dogs were on the premises. At the time, of booking, the lady failed to mention it. Sometimes you can reason with them in terms of their expectations, other times, not so much. It's all part of the bigger picture, always trying to decelerate the situation, but sometimes, no matter what you do, you can't win.
There are a few products that I use for urine salt removal, one of them is OS-1 from CTI, another Odorx, un-duz-it, but my favorite is powder from Clean Master, USR with Multiphase. A few scoops, hot water, and a lot of foam work it in the stain and extract with water claw. Is it the same system that you're planning to use? The customer needs to understand that any liquid protruding through the backing of the carpet, sit in padding, padding acts like a sponge and retains liquid. Because of air restriction, the liquid expands exponentially and when moisture is introduced( cleaning) carpet dries from the bottom up and stains will resurface. It might be a simplistic explanation, but customers must understand that in many cases we don't have a slight idea of what's lurking under the carpet.
If you go back, hit it as you said, but explain to the customer that the best solution is to remove the carpet and padding and dispose of it. It's a harsh reality, I go through this every other day and my customers already learned that I'm not a magician.
Good luck, Papa.

 

[Papa John]

Papa, you should have learned your lesson back in 2014. You didn't and returned to the lion's den for more abuse. You were being a nice guy. We have to remember that customers will often tell us a revised version of the truth. It applies to room size, soil level, and the number of steps. I had a job today, there were numerous old urine stains, and 2 dogs were on the premises. At the time, of booking, the lady failed to mention it. Sometimes you can reason with them in terms of their expectations, other times, not so much. It's all part of the bigger picture, always trying to decelerate the situation, but sometimes, no matter what you do, you can't win.
There are a few products that I use for urine salt removal, one of them is OS-1 from CTI, another Odorx, un-duz-it, but my favorite is powder from Clean Master, USR with Multiphase. A few scoops, hot water, and a lot of foam work it in the stain and extract with water claw. Is it the same system that you're planning to use? The customer needs to understand that any liquid protruding through the backing of the carpet, sit in padding, padding acts like a sponge and retains liquid. Because of air restriction, the liquid expands exponentially and when moisture is introduced( cleaning) carpet dries from the bottom up and stains will resurface. It might be a simplistic explanation, but customers must understand that in many cases we don't have a slight idea of what's lurking under the carpet.
If you go back, hit it as you said, but explain to the customer that the best solution is to remove the carpet and padding and dispose of it. It's a harsh reality, I go through this every other day and my customers already learned that I'm not a magician.
Good luck, Papa.

in 2014, we had to refund her money because she complained that the tech was "an Asshole" which he could be at times. He is long gone-- So I mistakenly gave Her the benefit of doubt this time-- I was wrong to do so.
Anyhow-- it's over now.
and I Super flag her acct this time. we didn't do the redo.

 

[Mike J]

in 2014, we had to refund her money because she complained that the tech was "an Asshole" which he could be at times. He is long gone-- So I mistakenly gave Her the benefit of doubt this time-- I was wrong to do so.
Anyhow-- it's over now.
and I Super flag her acct this time. we didn't do the redo.

You sure as heck tried. Nice work.

 

[Mike J]

The strange thing is, in a lot urine riddled houses with all kinds of Resolve spot residue, whatever other bio I scrape off the baseboards and heaters, the intense smell of ammonia, it is common when I ask "would you like me to put a little deodorizer down, no charge, and extract it out so it has a hint of a pleasant smell?" I get, OOHH, what is in that because I am very sensitive to perfumes and have bad allergies.

So the entrepreneur in me is thinking, Clean it up real good, go to the waste tank, fill up my fogger with the dirty water, fog it, and sell an ODORIZE option. Different strokes for different folks.

In all seriousness, many people may be nose blind to urine, and that is their allergy and migrane problem.

 

[Mikey P]

in 2014, we had to refund her money because she complained that the tech was "an Asshole" which he could be at times. He is long gone-- So I mistakenly gave Her the benefit of doubt this time-- I was wrong to do so.
Anyhow-- it's over now.
and I Super flag her acct this time. we didn't do the redo.

Did she forget that your's was the company who offended her, or were you the only one who would take her call?

 

[Papa John]

Did she forget that your's was the company who offended her, or were you the only one who would take her call?

She probably forgot. or thought I forgot she scammed me.

 

[Jim Pemberton]

The strange thing is, in a lot urine riddled houses with all kinds of Resolve spot residue, whatever other bio I scrape off the baseboards and heaters, the intense smell of ammonia, it is common when I ask "would you like me to put a little deodorizer down, no charge, and extract it out so it has a hint of a pleasant smell?" I get, OOHH, what is in that because I am very sensitive to perfumes and have bad allergies.

So the entrepreneur in me is thinking, Clean it up real good, go to the waste tank, fill up my fogger with the dirty water, fog it, and sell an ODORIZE option. Different strokes for different folks.

In all seriousness, many people may be nose blind to urine, and that is their allergy and migrane problem.

This is exactly why owners of urine soaked homes are not a good prospects for business growth. Restorative urine treatment jobs are usually requested by landlords or house flippers who want to get out of the situation as cheaply as possible.

Odors that exist because of puppy or rescue training, as well as pet end of life issues are generally more limited in scope, and the customer a better overall person with whom to develop a long term relationship

 

[Mike J]

This is exactly why owners of urine soaked homes are not a good prospects for business growth. Restorative urine treatment jobs are usually requested by landlords or house flippers who want to get out of the situation as cheaply as possible.

Odors that exist because of puppy or rescue training, as well as pet end of life issues are generally more limited in scope, and the customer a better overall person with whom to develop a long term relationship

You are wiser than "Siri". I just started building this relationship with a customer who has rescues, and one being very old to boot. She went out of her way to give me an incredible review and will be calling again soon to freshen up as she lists her house and is moving. Even though Im only gonna be used by her 1 more time, the true review is priceless.

I would have ran from this job if it was a flipper or a slum lord for sure. And also realize, this is a small niche, imo. It is just a part of the overall business that doesnt even need to be incorporated into a successful, honest, money making cleaning business. I have nothing against the proffesional use of most chemicals, specialty chems, that are safe and effective when used professionally and properly.
Does this make sense?

 

[Mikey P]

You are wiser than "Siri". I just started building this relationship with a customer who has rescues, and one being very old to boot. She went out of her way to give me an incredible review and will be calling again soon to freshen up as she lists her house and is moving. Even though Im only gonna be used by her 1 more time, the true review is priceless.

I would have ran from this job if it was a flipper or a slum lord for sure. And also realize, this is a small niche, imo. It is just a part of the overall business that doesnt even need to be incorporated into a successful, honest, money making cleaning business. I have nothing against the proffesional use of most chemicals, specialty chems, that are safe and effective when used professionally and properly.
Does this make sense?

If she hangs out on Facebook or NextDoor with other rescue people and starts referring you, then what?



I would think that at your age you would want to start cultivating a cleaner, simpler sort of client base

 

[Jimmy L]

With people who have bad urine issues I offer them a "Pet removal service" where by I take the animal and somewhere down the road let it go . If they don't get the humor I don't care because I can't solve their problem other than a "Band aid" to their ongoing issue.

I have a feeling these type of people are never happy with who ever they hire. And will blame everyone else but themowndamnselves.

 

[Brian H]

nose blind to urine

I have been in many homes like that!! Worst one had 5 dachshunds...

 

[FB19087]

I cleaned a "rescue" once. Posted the pics of urine seeping out of the baseboards. Nose blind? It burned my eyes and throat. I'm not sure how you get used to that.


and I have to wonder what conditions they were rescued from.....I hate "rescue" folks...

 

[SamIam]

I see him working in SF occasionally.

This is a great retirement gig,

JACK Zerkie on Sam's Pixel 6 Pro.....


Jahahaha

 

[SamIam]

In the immortal

Papa, you should have learned your lesson back in 2014. You didn't and returned to the lion's den for more abuse. You were being a nice guy. We have to remember that customers will often tell us a revised version of the truth. It applies to room size, soil level, and the number of steps. I had a job today, there were numerous old urine stains, and 2 dogs were on the premises. At the time, of booking, the lady failed to mention it. Sometimes you can reason with them in terms of their expectations, other times, not so much. It's all part of the bigger picture, always trying to decelerate the situation, but sometimes, no matter what you do, you can't win.
There are a few products that I use for urine salt removal, one of them is OS-1 from CTI, another Odorx, un-duz-it, but my favorite is powder from Clean Master, USR with Multiphase. A few scoops, hot water, and a lot of foam work it in the stain and extract with water claw. Is it the same system that you're planning to use? The customer needs to understand that any liquid protruding through the backing of the carpet, sit in padding, padding acts like a sponge and retains liquid. Because of air restriction, the liquid expands exponentially and when moisture is introduced( cleaning) carpet dries from the bottom up and stains will resurface. It might be a simplistic explanation, but customers must understand that in many cases we don't have a slight idea of what's lurking under the carpet.
If you go back, hit it as you said, but explain to the customer that the best solution is to remove the carpet and padding and dispose of it. It's a harsh reality, I go through this every other day and my customers already learned that I'm not a magician.
Good luck, Papa.

You guys need a gallon of saigers citron destroyer.

That stuff is baller for smell.

Sally's 40 for the rest, or cti USR.

If they don't smell it they love you.


Oops nevermind I read your post you go some good stuff.

0S1 is good. I prefer something more dilutable

 

[Luky]

In the immortal

You guys need a gallon of saigers citron destroyer.

That stuff is baller for the smell.

Sally's 40 for the rest, or cti USR.

If they don't smell it they love you.


Oops never mind I read your post you go some good stuff.

0S1 is good. I prefer something more dilutableYears ago, I stumbled on an older blood stain. I used a few drops of OS-1 and the blood dissolved immediately. So

Years ago, I stumbled on an older blood stain. I used a few drops of OS-1 and the blood dissolved immediately. So
yes, it's potent. I have to try the Citrus dissolver that you've recommended. My favorite odor-removing product is Skunk-out

 

[SamIam]

Saigers citron destroyer is like, odor Cide great for knocking down urine smells.

Not a stain remover but it does work.

 

[Mikey P]

Saigers citron destroyer is like, odor Cide great for knocking down urine smells.

Not a stain remover but it does work.

I love his Mango scented piss product, its chock full of 02

 

[SamIam]

I love his Mango scented piss product, its chock full of 02

I need to try that.

 

[Mike J]

I love white nylon.


This cut pile carpet didnt come out that good. Still has an odor.



Had to clean out my waste tank today.

 

[bob vawter]

With people who have bad urine issues I offer them a "Pet removal service" where by I take the animal and somewhere down the road let it go . If they don't get the humor I don't care because I can't solve their problem other than a "Band aid" to their ongoing issue.

I have a feeling these type of people are never happy with who ever they hire. And will blame everyone else but themowndamnselves.

Pet removal.....TFF!

 

[Mike J]

I love white nylon.
View attachment 121369

This cut pile carpet didnt come out that good. Still has an odor.

View attachment 121370

Had to clean out my waste tank today.

I went back today to sniff around and check for wicking. There was still a slight odor and they decided to remove the carpet.

 

[Brian H]

I went back today to sniff around and check for wicking. There was still a slight odor and they decided to remove the carpet.
View attachment 121388

Wow, that is really bad. Tell them to make sure and seal that floor before installing anything on it!

 

[Papa John]

Wow, that is really bad. Tell them to make sure and seal that floor before installing anything on it!

I think most people fail to do this important step.

 

[Jim Pemberton]

I think most people fail to do this important step.

Typical phone call from a landlord:

"I need a deodorizer for pet urine. We replaced the carpet, and the place still stinks!"

Me: "Did you seal the floor first?"

Landlord: "No, why?"

Me: "You'll need to pull the carpet up and do that"

Landlord: "I just want a deodorizer, not a lecture!"

(It goes downhill from there...)