We don't try to eliminate callbacks. We invite them. My techs tell our clients "if any spot reappears please call us and we'll return free of charge to remove it." Very few call back or abuse the offer.
I suppose. better than leaving them angry but I think you're training them to be pigs. A home/pet owner should know how to properly spot clean their carpet.
My wife many moons ago had a house cleaning service. I got her all of her customers from my jobs. The ones that just wanted her out once a month were the absolute worse. They knew she was coming, eventually, so they would not clean a damn thing themselves, counters, toilets, tubs floors, just let it pile up. By the time she got there it took ten times as long to clean compared to the weekly customers.
She eventually fire those time wasters. People who properly spot the carpet themselves make our time there much quicker. Clawing, RXing, explaining all takes too much time when it can be so easily avoided.
Unless you've found a way to sell on those go-backs I'm not sure why you would want to waste the time Steve. Our days are long and full and even the simplest of returns with driving, time on the phone, spotting etc is going to involve 30 to 40 minutes of time we just don't have. Our chronic spillers are given a 8 oz bottle of Poof. Some need a refill pretty often so after the second or third request we pour 4 ounces in Snake Oil into a gallon jug for refilling. They love it and we reduce the amount of minimum charges jobs.
Which I still have way too many of.
