How many days would you accept a complaint from a carpet cleaning job?

I have done 2000 jobs now in my 3 year carrer. I have had 127 call backs. On my new recipts it now states if the job is approved and signed off There will be a $70 service charge. If it is a good repeat customer then of course I would waive the service charge, but out of those 127 call backs none have ever used me again. Keep that in mind anyone who thinks they will like you more for going back is wrong. You are the guy who couldnt do it right in their mind. **Most of all though think of it like this what type of person would even call to nit-pick on a $120 carpet cleaning job?

Limit is usually 72 hours. Of course, it depends on if it's a repeat customer and their attitude.

I will always go back to inspect a job for complaints . Usually if there is going to be a cleaning related issue I warn the customer myself BEFORE leaving .

you work hard to build a business..........get a good name for yourself and to spread the word about how good your service is can be like pulling teeth.....

But if anyone has anything negative to say..the word will spread like a match on gasoline......your choice.......

I have only refused to go back once. The lady called and said " You guys were out here 2 weeks ago and my carpet looks dirty already." I looked her up in the appointment book before I called her, and it had been 3 months. I called her out on it and she said it didn't seem that long ago. She's never used me since, but that's OK.

Questions Concerning quality of workmanship must be reported to our office within 7 days

in all my years went back to reclean about 4 times with homes and about 12 times with com work ( restaurants )

As Jim said I'll do any thing to keep them happy before I give up on them and just move on I think about my wife and baby and take pride in what I do and thats how I get about a 90% return call backs ...

I think thats good

Eyeball. I am closing in on my 300th job and I have had 3 call backs. I took the first call back really bad. I felt sick about it and felt like a failure. I went the first year without a single call back so I took it rough when I got my first compliant. I've gotten 2 more in the last 4 months and I think that is because I am having to work at a faster pace due to my volume growing so much. So I am preparing myself for more call backs the bigger I get. Also I have no employees and have done every job myself. So when I hire someone I'm sure that number will go up.

Our official written policy in our warranty was 7 days. In actualy practice we would often go 30 days or more if there was a valid reason. For example, people were away on vacation and di not see carpet or have opportunity to call. If we felt person was being unreasonable, we had the option of refering them to out official written policy which all customers got a copy of.


We called customers 2 - 3 days after the cleaning to thank them for their business, ask them to recommend us to friends and see if they had any questions. This allowed them to register a complaint if they had one, but did not encourage them to complain by asking "Is everything OK?"

Scott Warrington

We have over 1700 Invoices/in less than 3 years, and about 3 call backs, we have been very lucky, but it has a lot do do with the communication you have with them. We have a15 day unconditional Guarrantee as we as money back if not blown away!! It keeps us on our toes!

Here is your answer and Johns and Daves as well.

There was a post here on "how much do you think a customer is worth?" We must NOT let one go and then possibly loss all the others on the line.

Only after I truly found a pattern or a strong reason to believe that the complaint is not valid would I consider addressing it.

Many here spend LOTS of money to get customers - it cost allot more to get them back or to get the ones that are turned away b/c of someone else’s experience. How many here have used a referral to get a service, shop or eat somewhere.

Cover your call backs and cover it fast! If it is days or weeks out - that does make you wonder. But, if it is next to a dresser in the guest room away from the door entrance then that is possible. In the breakfast area in plan sight that is your call. If they are nice about it, I would do it and work toward turning it to a referrals!
It is your call.

the next day... because i know the carpets should be dry by then...
and any stains that were not removed should have already reappeared...
Just My Hack Opinion...

phoenix carpet cleaning

As a phoenix carpet cleaning person I go 30 days out.

http://www.theapexcc.com

I will usually not charge a customer within 30 days, as long as I just have to touch up a spot or two. Most of the time it is from them tracking stuff in, and I let them know that, but then clean it up at no charge.

10 days..

7days unless it is a commercial job, then 15 days

There is no time limit. I always assume all my customers are honest and reasonable. With very few exceptions they are. Every call back becomes a priority no matter what. Take care of your customers and they will take care of you. I try to retain my customers forever, that is why I am booked solid for weeks with no advertising whatsoever, just referals and repeats.

I had a callback on a $1200.00 new install last month. we had to rip out the carpet and replace with a different color/style.

This was a 1 bedroom apartment and was doing the job for the building owner. He saw some marks on the carpet which my installer told him would go away in a few weeks with traffic and vacuuming. He wasnt going for it and asked us the rip out and reinstall. I would have said no way but my installer said he would do it. Now we "hope" the owner gives us some more business so we can make it up. This was our first install for him where normally we just do commercial cleaning 1x a year.