Lost account to rug doctor...

I have been c/c a senior care facility for the past 3 years. I got a call yesterday from their purchasing agent that in order to cut expenses they purchased a rug doctor and won't be needing our service on a regular basis. They will keep my number on file but their staff will be cleaning the carpets from now on.

I thanked them for the opportunity/patronage they have given us for the past 3 years.

How much of your business do you feel has been affected by rug doctor or similar customer operated cleaning systems?

Thanks,

Juan

I tend to get a lot of residential work from people that just rented a rug doctor.

Don't be surprised if this account calls you back.

I have lost accounts because they are now encap their own carpets with the same machines and juice we have available

ODIN wrote:I have lost accounts because they are now encap their own carpets with the same machines and juice we have available

That is a scary thought. Going to have to adapt, evolve and persevere.

ODIN wrote:I have lost accounts because they are now encap their own carpets with the same machines and juice we have available

I agree, the encap side is a far greater threat to business. I had one retirement home purchase a decent portable and told me they were going in-house, but they called me back a few weeks later. They still tackle the spills and surprises instead of calling me, but I don't mind that at all. You handled it correctly and they will be calling you soon.

When they do call you back, I would be sure to find out exactly what they have been using to clean with. You may find yourself in for a REAL treat (as in foamy treat).

Be prepared to price accordingly.

Way to handle that in a very professional manner. I don't understand how some guys get emotional and say things that burn bridges and make it tougher for the client to call them back when they realize that the rug dr is not the answer.

Freemind1 wrote:When they do call you back, I would be sure to find out exactly what they have been using to clean with. You may find yourself in for a REAL treat (as in foamy treat).

Be prepared to price accordingly.

Defiantly put that info on a note in there file.

Freemind1 wrote:When they do call you back, I would be sure to find out exactly what they have been using to clean with. You may find yourself in for a REAL treat (as in foamy treat).

Be prepared to price accordingly.

Exactly!

It will cost them more in the long run in their attempt to save money. It would if they called me back anyways, because it would be more work and cost me more to fix their mistakes. And more then likely, depending on the customer/account they would have to cover that rather than me eating it.

Almost everybody has rented the small machines or bought a home shampooer.
You can tell where they've worked the hardest. These are the areas you can't clean.
If you write a newsletter to your people you can teach them what encapping and how it's superior to weak portables which cause permanent damage. More and more commercial places are discovering it thanks to the big suppliers selling systems to them under different names. notice they were the first to have videos of ordinary staff-like people brush pro-ing offices.

I'd teach my homie custys about encap as less damaging and good for spotting and small areas.
They'll probably tire of it and appreciate you more and be more willing to call you when it's time to really sweat.
They do hire us to sweat ya know?
You'll always have a place.

You might seriously consider a 2nd business - house cleaning with two girl teams and an encap system.
Low overhead maintenance cleaning and you as the real cleaner.

Jrod wrote:I have been c/c a senior care facility for the past 3 years. I got a call yesterday from their purchasing agent that in order to cut expenses they purchased a rug doctor and won't be needing our service on a regular basis. They will keep my number on file but their staff will be cleaning the carpets from now on.

I thanked them for the opportunity/patronage they have given us for the past 3 years.

How much of your business do you feel has been affected by rug doctor or similar customer operated cleaning systems?

Thanks,

Juan

Juan, I think you handled it very well sir, the only thing I would add to that is a little information about rinsing with clean water after they clean to minimize the residue left, I've had new residential customers asked my opinion about DIY with rug dr and I just told them how I would do it if I were them, but I also added that they won't get it nearly as clean as if a professional cleaning machine, most of the time they called me back after a half a day or so to tell me that they've given up and they need my service.