Is the client right? - Cleaning Talk - Professional Cleaning and Restoration Forum

Blayz · 08-28-2009, 06:48 PM

Once again the client is complaining.
Recently the a/c in the office was left on over the weekend. Our crew was the last to leave, but it's not our general responsibility to turn it off (not in contract, they never called and requested that we do this) I guess it's just assumed.
Well the client gets rather nasty with our employee, but as trained the employee who's a adult MAN! handles this matter with skill.
Our office follows up with a letter of apology for this inconvenience, however not our responsibility. (I'm sure you can understand the letter.)

The client responds with how we have cost him hundreds; braking equipment and other damages in his office. if this happens again he'll take it out of our payment.
PLEASE NOTE: WE HAVE NEVER BROKEN ANYTHING OR DAMAGED ANY THEIR EQUIPMENT. AT LEAST THEY HAVE NEVER REPORTED IT TO OUR OFFICE.

I know this is a lot of story, but how do you think we should deal with this client. First thought is cut him off, they have been this way from the 1st day 1 year ago. But I know they'll just take their business elsewhere, and that we don't need. WHAT WOULD YOU DO?

Douglas Hicks · 08-29-2009, 01:46 AM

Do you know what is more fun than firing a bad employee? Or a bad supplier? A BAD CUSTOMER!!!! Write a speech and practice, practice practice.

"Dear POS customer, The problems you are claiming we have caused you are very distressing to us. It is odd that we have done such a poor job of taking care of your cleaning needs, and yet this is the first you have told us. As our quality of work does not meet your needs, we are ending our relationship. Perhaps someone else can meet your needs, we cannot. Good by." Turn and walk away.

The first time I told a customer to make other arrangements, I was quaking in my boots. Now, I just say, "Call someone else" The look on the customers face is priceless, and a real ego booster to you.

Often, they will deny any problems, and beg you to stay. That is when you hit them with the asshole tax, 20% increase. That may make them bearable to deal with.

Try it, and let us know how it works.

Ron Musgraves · 08-29-2009, 01:00 PM

Quote:

Originally Posted by Douglas Hicks

Do you know what is more fun than firing a bad employee? Or a bad supplier? A BAD CUSTOMER!!!! Write a speech and practice, practice practice.

"Dear POS customer, The problems you are claiming we have caused you are very distressing to us. It is odd that we have done such a poor job of taking care of your cleaning needs, and yet this is the first you have told us. As our quality of work does not meet your needs, we are ending our relationship. Perhaps someone else can meet your needs, we cannot. Good by." Turn and walk away.

The first time I told a customer to make other arrangements, I was quaking in my boots. Now, I just say, "Call someone else" The look on the customers face is priceless, and a real ego booster to you.

Often, they will deny any problems, and beg you to stay. That is when you hit them with the asshole tax, 20% increase. That may make them bearable to deal with.

Try it, and let us know how it works.

Good Advice Doug

**t.peterson** · 08-29-2009, 09:06 PM

POS - I love it!!!