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About LinkBacksDiGi started a post "How do you handle a new CS that keeps canceling?" I'd like to reverse that and ask "What do you do for a CS when YOU have to cancel (ie: machine is down, van is down, you (techs) are sick, etc) ?? spotman
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- 03-10-2010, 07:52 PM #1
Ultimate Cleaner
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What do you do when YOU have to cancel???
- 03-10-2010, 08:54 PM #2
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We have not had it happen yet..But If it did for reason I couldn't control i would offer a free clean to reg customer or money off for a new customer.. Most would understand if something happen like bad snow truck break down ect...
I notice bad winter snow storms coming I always re-set another day and call before...
- 03-10-2010, 09:29 PM #3 Ultimate Cleaner
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Funny you mention bad weather, I always say if we do have bad weather(snow) there is a good chance I might cancel. As far as giving a cs a free cleaning , it depends on how irate they are. I've had one said they moved ALL the furniture out, and when i did finally did get there, they only had 2-4 pieces that could have been left in place. Either way I feel they should be compensated in some way. thanks spotman
- 03-10-2010, 10:15 PM #4
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My truck has broken down twice. The first I was at a rental and had the key. Did the repairs and went back. Second time gave half off.
Oh yes and had to rescedule two as well. Also gave at half off on the one and loss the other.
Carpet Cleaning Savannah GA , Pooler Ga, Rincon Ga, Richmond Hill and Hinesville Ga.
www.BlueRibbonFloorCare.com
- 03-11-2010, 01:25 AM #5
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Only 2 van operation here so van breaks or tech is sick and we are down. Always tell truth and repeats know and trust us already and new clients usually understand also and we are able to reschedule them. I have never given a discount or certainly not a free cleaning for mechanical problems or a person being sick!
- 03-12-2010, 03:55 AM #6
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me neither! The carpet isn't getting any cleaner if you cancel. the job still has to get down today or tomorrow.
I tell the customers the truth and a real customer will be patient and understand
- 03-12-2010, 09:12 AM #7
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Have to? Simple- apologize profusely and hope to not lose the client.
Steve
www.StrategiesForSuccess.com
PS Most here are looking at their situation. Broken truck mount, sick, snow, etc. But stop for a minute and look through the eyes of the home owner. People are SUPER busy today. (Busy is good since that is why they called you instead of trying to do clean the carpets themselves.) So here they have blocked time, maybe moved furniture and very likely have a big event (party, etc.) in their home that motivated them to schedule you and YOU ARE CANCELING IN THEM? Any way you slice and dice it bailing out on a customer is a negative Moment of Truth.
That is why we did everything possible to avoid this ugly scenario. (new customers are hard to get!) So here is what I did:
1. Instead of selling an older but reliable TM I always kept one on stand-by. The small amount of money that you get in the sale price is chicken feed compared to the warm and fuzzy feeling of knowing you have a back-up.
2. Even when I didn't have employees I had trained a few of my available friends that in a pinch could go out and run a job for me.
3. I also formed a "Strategic Partnership" with two other reliable and honest local carpet cleaners where if I absolutely couldn't get there and the customer was absolutely going to call someone else I would send them in to do the job. They did the same for me. Better to keep it "all in the family" than let one of your loser competitors steal the job.
4. Above all else, as you can see above, I was definitely obsessive-compulsive about the relationship I had formed with my clients and I guarded my reputation of being 100% reliable like a bull dog.
NOTE: This need for reliability is one compelling factor in favor of hiring employees. If you absolutely insist on staying as a "Lone Wolf" owner-operator I have a whole check-list here on how to be successful:
http://www.strategiesforsuccess.com/...ou-a-lone-wolf
- 03-12-2010, 09:35 AM #8
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Avoid canceling at all costs! And if you do, make sure you make it up to the client.
"
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