Customer Satisfaction Made Easy For Carpet Cleaning

The first and number one complaint is the quality of work. There are many potential reasons for this, but a good consultation can easily solve the problem by the technician before any work begins. Faulty equipment should never be a reason for poor quality, but if this happens, a reputable company would most certainly make other arrangements.

Unreasonable expectations by the customer usually occur when the company pushes so hard for the business that promises are made that can't be kept. As a customer, remember the word "stain" is still in the dictionary, and as far as I know, there are no plans to have it removed. To avoid this, I try to explain what they can expect from my process before I start so that if there are any issues, chances are that they were addressed in the beginning. Most experienced carpet cleaners know what they can get out and what won't, so cleaner up limits and don't try to be all things to all people, but above all, be honest.

As far as the customer that you can never be pleased with...we've all had them! There are two kinds of customers. The first is the customers that want a freebie. Subtle hints of a customer wanting a freebie (regardless of the quality) will show up early in the consultation. If you are lucky, they will say something early before you finish. I would suggest that, if possible, cut your losses. These people will cause more damage to your reputation than the bill would be worth. I had this happen early in my business, but through understanding what damage could be caused by them, I learned to cut my losses early for damage control. It's worth it.

The second customer is easy to deal with, the customer that expected a service you failed to provide. If this was done, be honest and explain what you can do. Chances are if you can't get it out (those of us who are in the business), know that nobody else is going to either, but here is where a good consultation would do you a world of good.

If necessary, offer a discount or additional service as a show of goodwill, which will usually allow them to understand that you had the best intentions. There are other ways, of course, so do what you think is best for the situation and be genuine in handling concerns.