The less said the better when it comes to creating repeats out of pet owners

If you don't mind dealing with your contaminated equipment and value a customer who's pets use the floors as their toilet, DONT say a damn thing, Just pre vac where you can safely, use your UV light with out mentioning it, hit the pee spots with some 40 and or some smell good product and just flush the carpet as best you can.

No water claw promises, no lectures, no mention of needing new carpet or pad, just pat the dog on the head and charge enough to make it worth your while.

They know whats going on most of the time, don't make them feel uncomfortable by pointing out how disgusting they and their pets are.

The second you start itemizing for adding a glug of deo to your HF or $25 per spot to water claw and so much per foot to apply a post Deo, you've probably lost them. They'll keep searching for that laid back cleaner who doesn't have to nickle and dime every job to get by, which probably means their search will never end unless the move to Gardnerville NV.
 

Comments

#2
The problem is, if you don't do it right, they are going to call you back. Hence, the water claw, Pet Zone, Osr, pad replacement, etc. Whatever cost me more, cost them more too. No lecture, no making them feel bad but a thorough explanation of what I can or cannot do and how much it will cost.
 
#3
There is a sharp demarcation between the “wealthy” and well-off customers, who are still value shoppers. The latter actually want to know what their money buys them; explanations matter a great deal.

I offer a bit of information, but always watch to see if they care. I answer questions.

But what the heck, they’re stuck with me for hours, so why not have a chat, too?
 
#4
There is a sharp demarcation between the “wealthy” and well-off customers, who are still value shoppers. The latter actually want to know what their money buys them; explanations matter a great deal.

I offer a bit of information, but always watch to see if they care. I answer questions.

But what the heck, they’re stuck with me for hours, so why not have a chat, too?
Gotta edumacate em.
 
#8
I only mention subfloors when I mention the possible return of odors.

Room price plus extra for the damage. No nit picking just give them the rate for the whole job. They know it's extra before they call and I explain i have to see it before I give a price but it goes in $25 increments.

I pass on a couple a year.
 
#10
Some think getting the carpet cleaned will solve their pet issues. I always ask if they would like to add an odor treatment which will help dilute their issue. I make it clear that what I do is just a dilution process and that I do not offer restoration services which will be pricey. Most of the times theyll just say do the best you can and thats what I wait to hear.

If they are under the impression that cleaning it will solve their problem .. I will offer to pass if theyd like.
 
#11
No. I evaluate the damage and base it on time plus material. $25 for a couple spots or small area $50 for medium to larger areas $100 for rooms with piss everywhere and stnky. Thats per room on top of the $50. Or I can walk.

I skip the $75 usually.
 
#13
Unless it's a new puppy and they've never had this dealt with before they don't need educating.. they know what's going on..
They know what's going on, but have no clue about what can really be accomplished and what it would really take.
We owe that to all the misleading info and cleaners out there that specialize in creating false hopes.

So we don't do a Jimmy on them (judgemental) yet make it very clear about what can be accomplished and what can't and have them sign it. At least the first time. Otherwise, you may actively be looking for trouble. Honest, clear, non judgemental and you bet that they pay for the extra work.
 
#14
Yeah Ofer what I say here to you ditwads is not what I say to my customers. I would never promise odor removal to those who have pets and in a subtle way I tell them don't call me back in a few days because the odor came back. Depending on the IQ level of said people I phrase it so they can understand. I can imagine those who go thru the whole dog and pony show with "subsurface extraction" or "enzyme treatment" bla bla bla only to be called back.................days later because of the stink. Heaven forbid those VLM klowns who do any sort of "Encapsulation" with scampoo.

And never vacuum in a pet urine infested house. The vac blowby will contaminate the whole house.
 
#18
The enzyme crap pisses me off just thinking about it

But mikey...how many of your multimillion $$$$$&! Customers actually have piss problems? I’m guessing not half as much as my trailer parks around here

I agree about all the extra details and add ons being stupid. But for jobs that are so fkin nasty from urine that it doubles your time being there... they’re gonna want an explanation as to why you’re twice as much $$$ as last year’s job
 
#21
I threw away so many needless conversations with customers about piss, like several years worth. Some point along the way I woke the hell up. I keep my claws on board for unique situations involving drinks and such. I clawed more pee then I want to say. Buckets of OSR, acid rinses you name it. You dam right they know whats up. They know exactly how much piss is involved, where and for how long. Short and to the point I make my conversations about piss. When (its really rare) they start wanting promises and such I stop things abruptly and volunteer to leave with no hard feelings. Change the carpet is my standard response. No joke, I don't get call backs over this.
 
#22
Pets and Kids are our main source of business.
We just treat the infected area and clean it. no need to do full contamination if animal is still present.
It only becomes an issue if its a gunned rug soaked with urine and the rug might not survive the cleaning process or not worth the cost of the cleaning.
 
#23
If you don't mind dealing with your contaminated equipment and value a customer who's pets use the floors as their toilet, DONT say a damn thing, Just pre vac where you can safely, use your UV light with out mentioning it, hit the pee spots with some 40 and or some smell good product and just flush the carpet as best you can.

No water claw promises, no lectures, no mention of needing new carpet or pad, just pat the dog on the head and charge enough to make it worth your while.

They know whats going on most of the time, don't make them feel uncomfortable by pointing out how disgusting they and their pets are.

The second you start itemizing for adding a glug of deo to your HF or $25 per spot to water claw and so much per foot to apply a post Deo, you've probably lost them. They'll keep searching for that laid back cleaner who doesn't have to nickle and dime every job to get by, which probably means their search will never end unless the move to Gardnerville NV.

I agree. I have one elderly customer who is not able to walk her cocker spaniel. She has been calling me twice a year for at least 10 years to suck out the wiz. I never would say anything to make her feel bad. I just give it a good cleaning and flush one area the dog hits hard and ask her how she's been and then I'm on my way. There's no hope for this carpet. It's sad that people have to live like this. The bedroom carpet where she sleeps is the worst.

I keep a jug of Skunk out in my van and pull some into my vac hose when I'm done.
 
#24
There is always going to be damage below of some nature.

Minimizing the situation with whatever you can do to make the client comfortable and without charging crazy prices with an honest explanation of what we can possibly do is our goal.

There are more than one way to accomplish making things better and there are newer treatments that can help... but to make complete fixes will of course involve replacement and certain structural repairs.

Trying to explain and make a client understand can be a chore in itself.
You will most times not find a pet owner that is going to give up their pets and you are best to try and accommodate clients the best you can.

Yes I do sell pet remediation products but we also feel they are a couple of good options to help you as a cleaner and the homeowners if each party can come to an agreement on realistic expectations.

Also if the pet is still in the home... There will be accidents again.... Soon... Sometimes before you wrap up the hoses.

Enzymes will work but if you don't follow directions on the label for any product... No product has a chance to work.

We test and feel our odor eliminator (Saiger's Cide Sauce Lime Citron Odor) and new enzyme with the Cide Sauce Lime Citron Odor Destroyer (P-Lime-Zyme) have tested great and do work as intended. We even had independent lab testing done to validate their effectiveness.
 
#25
I pretty much do what Mike has suggested. I do however tell them that if the cleaning hasn't remedied the problem than we might have to come back and treat it more appropriately. I tell them I would rather clean it first and see if that helps. I know Im leaving a crap load of money on the table but that is for the return trip. At least I tried.....
 
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