Client changed mind on pet treatment 1/2 way through job

rob allen

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Tech running far behind so I grabbed the backup van to get job started till he arrived. I performed walk through with my trusty TMF V3 UV light and sold husband full pet treatment. Took this pic you see here put it in HouseCall Pro and got started. Things going great till 3 rooms in wife comes home livid saying “I do not want any pet treatment”.

I took my UV light out and pointed it at stains and politely said “ma’am your husband approved the treatment and as you can see treating them will improve your indoor air quality and make the carpets healthy”. She wasn’t having any part of it. This was a nice house in a wealthy neighborhood. I could sense she was going to write a bad review. What would you have done?

PS:TMF UV V3 lights are available for Black Friday sale. I’m pretty sure they will sell out before weekend is up. If you need one might be a good idea to not put it off. Next closest strength lights in industry cost 300-400. Ours is 159.00!

Here is the link for just the light;

https://shop.truckmountforums.com/products/tmf-uv-light

Here is a link for our Odor class. Buy class get light free;

https://shop.truckmountforums.com/products/urine-online-course-with-free-uv-light

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rob allen

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Give the lady what she will pay for, move on to the next job, that's her problem. Notate what was suggested and refused.

True. But her husband authorized the work and I had already done the pet treatment. She was attractive, wealthy and drove her Mercedes up. I could tell she was used to getting her way. She was stubborn.
 

crash1big

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" Well ma'am; your husband requested this service to be provided. I'll do whatever you like but maybe we could talk to him just to make sure there are no misunderstandings."
 

Todd the Cleaner

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Tell her it’s a bit late to back out now. I’d say it would be Iike telling the doctor you changed your mind half way through your facelift. :eek:
 

spod

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If there's that many pet stains and the pet still lives in the house. I find that most customers are imumme to the smells and they accept walking across urine daily.
They never pay for a full treatment just a surface clean is what they want, but then they always say "just do your best" after refusing the best treatment.
 

agrantnz

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Except I wonder who is paying the bill. Is the husband home because he works from home, or is he the house husband and that's why she pulled out without discussing with husband. I'd have a small fit if my wife said no to something like urine treatment after I said yes.
 

ACP

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I would just simply say this cannot be cleaned without taking the proper steps otherwise youll have a much worse odor than when we started.

We have people say that and we tell them 1. we wont suck any urine into our equipment that hasnt been sterilized with h2o2 and deodorized with enzyme
2. we wont clean any urine that hasnt been treated because youll call us back when the smell is twice as bad after getting the old urine wet.


The only way I would take the cost off the bill is if for some reason the cleaning solution we are using has a smell that is offensive to them and they cant stand it.
 
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emeraldclean

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I don’t give the custy an option. Carpets have urine ( more than just a spot) . It will be treated accordingly or I don’t do the job. Not going to contaminate my tools, hoses, recovery tank without using any odour control products . Customer is asked when booking “ Is there any spots or stains that need extra attention ie. pet urine”? Another reason why I do not give firm prices over the phone without seeing job first. Not into trying to UPSELL urine treatment products . Rob... did she book the job ? Bet she did and then left husband at home to let you in etc. Husband is like ya do it ! She comes home... what this is what they told me over the phone now it’s more... Ya ... I don’t get myself into those situations Rob.
PS hope this thread helps you sell more of your TMF UV lights. Nice of you to throw a link in for some sales ;)
 
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Mr.Steamer

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Well if you have a written estimate that he signed off on, then it's tough nuts for her. Regardless of who booked the job, HE was the one at home to greet you and discuss cleaning options. I'd apologize and clean the rest as she would like, but she's still getting charged for the cost agreed upon with the husband. Just my thoughts.
 

rob allen

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Ok here is how I handled it;

I said “I will go ahead and do the urine treatment (stage 1) at no charge but there will be no warranty if an odor persists”. (I mean she has 2 little dogs that pee non stop so no warranty for sure)

Then she threw in a twist. She says “I want 50.00 off the cleaning too”. I said “now I feel like that would be taking advantage of me. Your husband agreed on price of cleaning and pet treatment. I am willing to drop that but not drop the price of cleaning”.

She just stood there looking at me and me at her. I wasn’t going to budge on that and stood my ground. She then turns and walks away. I kindly remind her to be careful walking down the hardwood stairs. (I was not secretly wishing she would slip lol)

So I finish upstairs and as I got downstairs the tech shows up who I was helping out. I showed him what was done and how things went down. I conversed with the husband and let him know I agreed to what his wife asked for. He seemed relieved. Now I added my little twist.

They were doing the whole house except for living room and dining room. I had noticed they were medium soiled and shone my UV light on them and saw urine stains. Not as many but still several even though it was gated off.

So I went ahead and cleaned the living room and dining room at no charge. I asked the husband if he wouldn’t mind leaving us a good review it would be appreciated. He agreed again.

Now I haven’t gotten a good review yet but I probably won’t get a bad review either. I also took notes and will personally address these folks if they call back. They won’t find our level of service for the price. And if they won’t pay then they won’t ever get my service again.
 

mrotto

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Sorry Rob, I don't get it. you didnt take $50 off the bill (I wouldn't either) but you cleaned a living room and dining room for free? (I wouldn't do that)

So basically am I correct in saying that you cleaned a living room and dining room just so you didn't get a bad review?

that's what I love about not being on the internet. I don't have to worry about that
 

jtsunbrite

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Ok here is how I handled it;

I said “I will go ahead and do the urine treatment (stage 1) at no charge but there will be no warranty if an odor persists”. (I mean she has 2 little dogs that pee non stop so no warranty for sure)

Then she threw in a twist. She says “I want 50.00 off the cleaning too”. I said “now I feel like that would be taking advantage of me. Your husband agreed on price of cleaning and pet treatment. I am willing to drop that but not drop the price of cleaning”.

She just stood there looking at me and me at her. I wasn’t going to budge on that and stood my ground. She then turns and walks away. I kindly remind her to be careful walking down the hardwood stairs. (I was not secretly wishing she would slip lol)

So I finish upstairs and as I got downstairs the tech shows up who I was helping out. I showed him what was done and how things went down. I conversed with the husband and let him know I agreed to what his wife asked for. He seemed relieved. Now I added my little twist.

They were doing the whole house except for living room and dining room. I had noticed they were medium soiled and shone my UV light on them and saw urine stains. Not as many but still several even though it was gated off.

So I went ahead and cleaned the living room and dining room at no charge. I asked the husband if he wouldn’t mind leaving us a good review it would be appreciated. He agreed again.

Now I haven’t gotten a good review yet but I probably won’t get a bad review either. I also took notes and will personally address these folks if they call back. They won’t find our level of service for the price. And if they won’t pay then they won’t ever get my service again.
I have had this come of at least 5 times in my career, and I did the same thing you did, Make the customer happy,, I finished the pet jobs on my cost not their but I did charge them full price on the carpet cleaning.. I don't do any reviews but I live off referrals so that's just as good to me..
Some times we have to bite the bullet for the better good of our business reputations.


I did a job once for a dentist, he was a texas A&M fan, he wanted the whole house dyed Maroon , team color---- So we settled on a price and day and I showed up and dyed the carpets maroom,,, Job looked awesome but Maroon lol , I got paid and deposited the check, the next week I guess the wife came home and flipped out... I went back out and this woman berated me for 30 minutes,,, she wanted me to fix it back , said I couldn't undye the carpet, the dentist came home. He came thru the door I saw him he sheepishly grinned at me, I said TAG your it ! and I walked out. I left , im guessing he went thru hell, but the next year they called me to clean the carpets and it had been replaced lol... Sometimes you cant win for losing...

Rob I would say you did the right thing. Reputation means more than a little bit of money.
 

mike$

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I would have walked. No good deed goes unpunished, beneficial actions often go unappreciated or are met with outright hostility.

"You don't owe me a thing but I don't believe we are the right company to service your needs. I believe it is best that you find a different company."

I have done whole jobs got to the last 3 steps said the above and walked.
 

sbsscn

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I think I would have said to her, that I had already treated the areas (if that was the truth if not then wouldn't have done it) and as soon as I could go talk to the husband and let him know his wife's request and mentioned to him that you Have already treated, if he would have ok'd it then no need to go further but if he would sound worried then id discount 20-50% off of the treatment. I would not have done free work unless they would have paid the agreed amount. I deal directly with whoever agrees to cost, but in a case with a couple I don't challenge anyone. Also I would not have asked for a review. Reviews don't get you more work. your reputation does from your already positive feedback. As crazy as I sound I NEVER ask for reviews, EVER!
I think it sound bad asking for a review. Its best if a customer does it naturally regardless good or bad.
 
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rob allen

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Well no good review but no bad review. So I guess it’s a wash.