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

Discussion in 'the CleAn Room' started by Mikey P, Jan 6, 2018.

By Mikey P on Jan 6, 2018 at 11:56 AM
  1. Mikey P
    Mikey P

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    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

Discussion in 'the CleAn Room' started by Mikey P, Jan 6, 2018.

    1. sOOper hero
      sOOper hero

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      oh my garsh .....that sounded so "Cobblike":lol:

      there's nothing "new under the sun"
      just different formulations of the same ole sheeit that's always been brewed

      enzymes and molecular modifiers work fine for cleaning garbage cans and dumpsters
      But there's nothing better than peroxide (or mixed OTJ sodium perk) for carpet urine contamination ..period


      similar to Jim's custy, I had one too
      From '92 til she passed of cancer in 2011 we cleaned her postage stamp sized lving rm, kitchen and hall twice a year that her little tea cup mutt fouled regularly.
      She was embarrassed at times

      What I told her?

      "Dottie, you keep loving your little doggie, and we'll keep doing the best we can"

      ..L.T.A.
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    2. TConway
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      It comes down to the customer honestly, I have a customer that has me come out every 2 months...I am personally sick of going there to clean honestly, I don't do anything but put the Saigercide down on the spots and clean as normal. They know I can't fix it, but he loves his boxers. I told them the truth, I can help mask it but there is no way to fix the problem.....and you know what? They are perfectly happy with my services been doing it for them for years now.

      I deal with it all the time in PM work, I have come to the point that I AM NOT GOING TO BE ON THE HOOK FOR PEOPLE AND THEIR STUPIDITY PERIOD. I tell them if you want me to try and HIDE IT I will try, but I am not going to be responsible if it doesn't work. Also if I go to the job and I know for a fact that the smell isn't going to come down to a acceptable level where ANOTHER PET RENTER will be okay with it then I tell them replace it.
      I tell them that you will NOT be able to rent the property to a NON-PET RENTER, and I have done many jobs that that is exactly what they do, they just rent to another pet owner, and usually end up doing a full replacement after that next pet leaves.
      I personally am not into spending HOURS and HOURS at one job trying to fix this BS, I have better things to do with my time. Like go watch my grass grow.

      I have had my PM accounts for 7+ years and it really has just come down to being honest with them, knowing what you can fix, what you can hide, and when to just be 100% honest and say guys I am so thankful that you have this much faith in me but because I am a professional, I am going to be a professional and tell you, because I care about you, that you just need to rip it out and start over. I have built what I feel is a good relationship with them, and I am not afraid to tell them NO.
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      Last edited: Jan 6, 2018
    3. Bob Pruitt
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      mbdog.jpg

      Doing a tile maintenance clean on Monday for an owner of 2 bull dogs. First time I did it I charged 2k. Monday is 1k. Between the Turbo, the tile wand and the Saiger Red spiked with Seigercide it will be clean...but damaged and will not smell...until it does.
      6 months I will do it again and collect my 1k. They know this. Think I will bring a couple dog toys on Monday.
    4. DAT
      DAT

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      I learned that quickly.. good advice. Especially on rentals, they(renter) dont want to pay any more that they feel they shouldn't have to pay for.. as results, the renters actually calls me back for more cleaning!
    5. Mikey P
      Mikey P

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      My dogs approve of Al's answer...

      Screenshot_20180106-220548.jpg
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    6. DAT
      DAT

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    7. SCC
      SCC

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      I strongly disagree but I understand what you are saying. I like my customers to be informed, I explain there is a lot of things that they can do to help themselves. I keep it simple and easy to understand. They need to understand what wicking is, they need to understand how ph is a factor and why it's not ok to spray the spots with everything under the sink, Most of all. they need to understand there is only so much that can be done on my end. I usually pass on the jobs that are too far gone rather than try to upsell, but I do so with an explanation rather than insult them or gouge them. I'm proud of my results overall and have managed to turn may of them into regulars.
    8. Matt Wood
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    9. Mark Saiger
      Mark Saiger

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      Nothing new in medicine either...

      Just same old witch doctors....



      In other words.... Respectfully disagree....


      And there is more than one way to approach making some corrections or relief to these situations....

      I have used and do incorporate more than one as needed but do tend to rely on one method over another more with more successful results for us.
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    10. icleancarpetz
      icleancarpetz

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      I agree with Mikey on this one...I lost two jobs when I shined the UV on their carpet....they were horrified to see how bad they have been walking on their nasty pee’d carpets like walking on hot bed of goals without feeling the heat. Never heard from them again nor did the job.

      From there on I decided to just quietly do the affected areas when called without any profession lecturing. Just go in keep my mouth shut, treat and clean, grab the check with an AFFIRMABLE smile and LEAVE. Works every time. And most not all call me back again.

      WISDOM: keep your mouth shut, do the job, SMILE and learn when an WHEN NOT to use the Bill Yeadon JonDon Scripts.
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    11. Jimmy L
      Jimmy L

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      Remember Larry that Mark is really here to promote his business online and sell his juice here.
    12. sOOper hero
      sOOper hero

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      What I got from Mike's original post, it's geared to res w/pets still in the home, Tom
      whole different world in property management

      a move out that calls to fix the mess they left, gets nothing but the cold hard unvarnished version of the truth
      and NO GUARENTEES period
      ....or even "cautiously optimistic" assurances unless it really is very minimal
      (which it never is regardless of their claims of "just one or two little accidents" )

      Prop management accounts get a similar education
      They have to have a clear understanding of what it involve$ if they want/need 100% correction
      ...up to and including replacing carpet, pad and sealing subfloors
      and in more extreme , removing subfloor, sealing floor joists and installing new sub floor
      (if cats, baseboard and tail high up the walls often need addressed too)
      No othere way to CYA if offering any satisfaction assurances
      Additional charges apply

      first time res custy needs info too.
      But gets presented in a manner that won't remotely offend their "sensitivities" ......or Fee-Fee's
      pets are family to most owners
      ( you'd be a complete idiot to remotely disparage their kids over playdoh, silly putty and koolaid if you want that custy)
      same for their pets

      easiest way I've found to approach it, is to let them know I can certainly "improve" the condition (don't say "problem") but there's only so much that can be done from the top when "liquids" (don't say urine) run thru beneath the carpet

      most will easily understand that simple explanation/info

      if the family member (pet or incontinent relative) is still in the home with no intention of going anywhere, the custy is generally more than satisfied with "improvement"

      Those custys are gold mines, cause they're regular and often life long custys

      This assumes the CC'er isn't a clueless mOOk that can do more than dump Old Spice and charges enough that $15 dollars worth of peroxide won't make or break him

      know what I mean, Vern???


      ..L.T.A.
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    13. Mark Saiger
      Mark Saiger

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      And irritate you..... (Marty on Mark's Computer)
    14. Mikey P
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      Correct, ESPECIALLY repeats. They don't need to hear the cover your ass BS every time.

      Almost as annoying and relationship ruining as selling them on the benefits of wonder guard on each visit.
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    15. Mikey P
      Mikey P

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      I fooking cringe when I see Damon show pictures of his 87 gallon Water Claw douchings.

      Knowing full well that a new family is coming in to live on that toxic nightmare , not knowing what he just hid from them.


      Bad karma.
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    16. Mikey P
      Mikey P

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      Who recalls Space Suit George's videos on how to make millions ripping up pad, soaking the sub floor with Deo, applying a paint barrier and reinstalling the same day?

      You wonder why his biz shrank and he got out.
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    17. Mikey P
      Mikey P

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      knock that shit off and focus on selling more gadgets.

      Whether the new people have a pet or not should not matter.
    18. sOOper hero
      sOOper hero

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      that's fine, Jimbo
      I have little doubt they're fine elixirs

      Saiger's a good dude
      I'm happy he hit the jack pot of having the current "board de jour" flavor of the year

      many have been there before his
      Powermax, Judd juice, Flex powder etc all reigned supreme at one time.
      It's Mark's turn now to ride the "board de jour" phenomenon

      good for him, I say..... while it lasts
      cause it won't forever..... as sure as the sun comes up in the east, a year or three from now, there will be a new hot 'n trendy de jour flavor

      just the way it rolls......

      ..L.T.A.
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    19. Mark Saiger
      Mark Saiger

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      Most pet owners with these situations are already embarrassed and frustrated too...

      As a cleaner we also become frustrated but do the best we can. (and search for cleaning assistance)

      Cleaning options and chemistry options are all we can provide until the day they decide to replace and repair.

      If you are not sometimes pre conditioning and preparing your clients with outcome and realistic results yes... You can have problems.

      People do not understand that any size super sucker we have show up on site you cannot and don't want us flooding all the way to the pad.

      I tell people no super sucker is going to clean the entire pad. We will do what we can and a lot of times will give them the temporary and acceptable relief they are looking for. And urine still damages carpet too!

      I am not a fan of rental owners that want only a cover up of serious situations and I will also refuse jobs.. Just did last week...

      And remember... Yes I do sell products that help, but I am not out to make a sale just based off trying to make a buck!

      Either as a cleaner or a sales of cleaning agents!
    20. Mikey P
      Mikey P

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      When was the last time you saw a apartment or rental condo with a pet door pre installed?

      Bringing in a new and probably well trained pet into a home where they can smell the piss right through the carpet and ***** Cide residue is a set up for the poor creature.



      Let some other broke dick deal with that dishonesty.
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    21. Mikey P
      Mikey P

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      If you call taking 400 phone calls a day from rookie carpet cleaners who need to know how many square feet 10 x 12 is for what he could have made in two jobs a month a Jack Pot than yes, hip hip hooray! :rockon:
    22. Mark Saiger
      Mark Saiger

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      150 square feet! :oldrolleyes::shifty:
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    23. sOOper hero
      sOOper hero

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      no comparison Brother
      Unless Dow has come up with a truly NEW chem, we'll respectively disagree..

      L.T.A.
    24. Nomad74
      Nomad74

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      Well, my opinion is just that, so take it for what it's worth. I don't see things as black and white. I wish it were that simple. This business is like shooting at a moving target. You need to judge every situation. You need to recognize body language and listen to how your customer responds to what you're saying. Learn the DISK system and start recognizing the different personality types. I adapt to the situation and am always adjusting the course as I go. The most important thing is to slow down and listen first.

      Whenever I can, I like to educate my customer. It really pissses me off when I see they had shoddy work done by another cleaner prior to my arrival. I want them to be comfortable they called the right guy, and ruin them for any other carpet cleaner that comes after me. I set the bar high, and make it known. I also want them to know they are getting their money's worth in terms of value and service.

      If I see their eyes gloss over in a Christopher Lee type paste, then I dumb it down and get to work. I get those people that just don't care......Just remove the porkchop from the middle of the floor types. Those people aren't my target market. They will not provide me with referrals or google reviews. My market is the lifers that will only use me. So far it's worked.

      Like I said, moving target. Gotta know when to educate, and know when to keep the pie-hole shut. I can see that as being a problem for a lot of guys. Personality goes a long way in this business. If you're going to show up with a tattoo on your neck, gold chains, and a flat billed hat pulled down to just above your eyes, good luck to you!
      [​IMG]

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    25. Lint Basket
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      I totally agree with this mentality and approach. There are a three grey areas I'd like more detail on Mikey?

      You said

      1. "if you don't mind dealing with your contaminated equipment" - Dealing with contaminated hoses before I drag them through my next clients home is a big deal to me, my hands, arms, mental stability and respect for my next client. I spend about 10 minutes hosing down my hoses with peroxide, pre-spray and rinsing after bad jobs.

      2. "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." - Totally agree which takes us to number three.

      3. "charge enough to make it worth your while" - Using a black light, mixing up a totally separate pre-treatment, detecting and spraying all the spots, the costs of chemicals, and then douching your hoses at the end adds a ton of time, effort, and mental fortitude.

      Either your a really nice and charitable guy Mikey (which we know you are) or you are charging extra to clean urine jobs.

      So how are you "charging enough to make it worth your while"?
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