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that's a first

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that's a first

Post by Matt; My carpet cleaner on Tue May 17, 2016 8:06 pm

So today I clean a few rooms of carpet with heavy pet urine spots. It was a code 99. As in there was at least 99 urine spots. So I pretreated real heavy with Miracle and it only turned out 50% better. I've usually gotten a lot better results than that. But the customer and I were in agreement that it is what it is. She called me back about an hour later and still said that she was very satisfied with the results. I told her to try spritzing some of those spots with hydrogen peroxide. Told her it could improve them a little bit.

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Re: that's a first

Post by milspec6 on Wed May 18, 2016 5:24 am

As my former boss told me out in Laguna, "You don't always get to be the hero."

Carpets are a lot like your first date.  You can do everything right based on past experiences, but that doesn't mean she will let you kiss her (PG rated adjustment).  The final variable to the equation comes down to the carpet and what it will allow you to do.

The only thing that you can control is the effort and it sounds like you did a good job there, that is why the customer was still pleased even though her hopes were set too high from the start.
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Re: that's a first

Post by Mo on Wed May 18, 2016 6:46 am

She probably lived with those conditions for so long that she was just happy a pro made an attempt to improve things.

I just cleaned a room with cat piss and dried up feces on the carpet. She was surprised that I asked to borrow her vacuum to vac the crap. She too was a happy, I was even surprised I knocked the odor out but it wasn't as extensive yours Matt
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Re: that's a first

Post by Matt; My carpet cleaner on Wed May 18, 2016 12:52 pm

I was laying in bed last night and I remembered this post and my whole point was, "first time 'Miricle' let me down".

Side note; as I was finishing up I noticed several cans/bottles of Resolve laying around. How does such crappy stuff still get to be probably the #1 customer used $@%#$%#@ spotter??

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Re: that's a first

Post by milspec6 on Wed May 18, 2016 2:55 pm

I can't tell you how much I hate that "Resolve" crap. I tell everybody that I meet to avoid that stuff as well.....makes a temporary problem a permanent one.

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Re: that's a first

Post by Devon07 on Wed May 18, 2016 4:50 pm

I had one that was the same story as you down to a "T"....custy even called later and said she was happy......I got a second call the next day and she was at a new level of happy....sometimes after they dry, they just get even better. I also mention the peroxide when it's really bad like some of these we run into. I've since been back to this job because the dog still had a chance to mess things up and it's still much better now needing a clean then it was the first time I did it.


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Re: that's a first

Post by Davey Cracker on Wed May 18, 2016 5:38 pm

I think most of the time we have really high expectations of our our self's, abilities and products, so we expect eye pooping results.  When we don't get them, mostly because of what Rob said, basically 'things out of our control', we are disappointed with the results, but  I've noticed it doesn't mean that your typical reasonable customer isn't pleased....

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Re: that's a first

Post by Devon07 on Thu May 19, 2016 12:17 pm

Good point Davey.

I once had a customer come into the room so I could show her what the problem was I was having and I was all ready to not get the other rooms she wanted cleaned....it cleaned up but it was one of those you just aren't real happy with.....anyway, she said OMG! that looks wonderful Shocked so, I went with it.

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Re: that's a first

Post by milspec6 on Thu May 19, 2016 12:51 pm

We are our own harshest critics aren't we?

I find the same thing with guitar playing. I see players screwing up all the time and they get upset over it while the audience had no clue it happened.

I need to remember that as I tend to voice my opinion on the results before they have a chance to comment. I doubt they would have seen that streak or missed spot if I didn't point it out.

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Re: that's a first

Post by dp1 on Sun May 22, 2016 12:09 pm

Most of my customer are also happy with some poor results, however there are always some Asians that give me that "look" when I said before the cleaning that these stains are not removable, somehow they expect us to be magicians, I usually tell them nicely that the last thing I want to do is to disappoint them and ask them to call someone else that can clean the carpets to their satisfaction, I also say that if there is any company that gives any guarantee to remove the stains to get them in writing as they will end up in court, most of them will back down a bit and agreed to have the job done and they are usually pretty happy with the result.
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Re: that's a first

Post by brownieboy on Sun Jul 10, 2016 10:17 am

That's a pretty unhealthy way live. I'm glad to here she was satisfied with your best efforts. Even though you weren't able to get the stains out all the way she saw your effort and energy you put in and respected that.

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