Is the client right? - Cleaning Talk - Professional Cleaning and Restoration Forum
 
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post #1 of Old 08-28-2009, 05:48 PM Thread Starter
 
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Is the client right?

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?
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post #2 of Old 08-29-2009, 12:46 AM
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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 ******* tax, 20% increase. That may make them bearable to deal with.

Try it, and let us know how it works.
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post #3 of Old 08-29-2009, 12:00 PM
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Quote:
Originally Posted by Douglas Hicks View Post
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 ******* tax, 20% increase. That may make them bearable to deal with.

Try it, and let us know how it works.
Good Advice Doug
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post #4 of Old 08-29-2009, 08:06 PM
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post #5 of Old 01-16-2015, 02:54 AM
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Unfortunately this is the only way to deal with some customers. You should never be rude and try to talk to customer and explain but sometimes it just doesn't help.
Cleaners Hampstead
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post #6 of Old 01-16-2015, 07:58 AM
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Quote:
Originally Posted by Douglas Hicks View Post
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 ******* tax, 20% increase. That may make them bearable to deal with.

Try it, and let us know how it works.
I believe this is a good way to approach this type of clients. Either let them go or have them make it worth your while. Do let us know how things go with this customer of yours.

-Paul

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post #7 of Old 01-16-2015, 11:29 AM
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Is the client right?

I've been cleaning houses for 20 years. I've had very few clients who gave me a hard time. I will say that some of my clients who are senior citizens know how to clean but are no longer able to do it, so they have to hire a cleaning service. I welcome cleaning suggestions or lessons by clients.

Also, sometimes clients ask me if I want them to leave me alone while I clean. I tell them absolutely not. I want them to see me clean and the quality of my work. That's how you build good relationships with clients.

Visit me cleaning blog: http://www.cleanwithasmile.blogspot.com/
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post #8 of Old 01-16-2015, 11:41 AM
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Originally Posted by mattjanacone View Post
I've been cleaning houses for 20 years. I've had very few clients who gave me a hard time. I will say that some of my clients who are senior citizens know how to clean but are no longer able to do it, so they have to hire a cleaning service. I welcome cleaning suggestions or lessons by clients.

Also, sometimes clients ask me if I want them to leave me alone while I clean. I tell them absolutely not. I want them to see me clean and the quality of my work. That's how you build good relationships with clients.

Visit me cleaning blog: http://www.cleanwithasmile.blogspot.com/
Just yesterday you told me this, "You are correct. I don't do regular house cleaning for clients. I was referring to 2 bathrooms I have in my own house.".

At first it seemed like you cleaned more than walls so I asked about it and you said you only clean walls and now you say you clean for clients. Which is it?

-----------------------------
But for comment on the original question many years ago, they can't keep any money from you. They must pay you and if they have a problem they could take you to court.

I don't think this is a situation where he should have gotten mad. My company would have just not of shown up the next day and when I collected the check I would have given back the keys. When he called to ask why we hadn't been there to clean I would have said the same thing I've said many time... "I think we will pass". That usually throws them off and then I have to explain we will not be cleaning for them any longer but good luck with your next service and have a nice day and then hang up without giving them a chance to say anything else.
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post #9 of Old 01-16-2015, 11:55 AM
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Regular cleaning

Rarely do I do regular cleaning for clients. I mostly do the heavy duty jobs like clean walls, windows and siding. The only regular cleaning I do now is in my own house.

I hope that clears things up.
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post #10 of Old 02-23-2015, 10:59 PM
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