Hello everyone!
This type of situation does not appear so often, but still .... what is the best way to deal with this type of situation?
This customer phoned in & informed me that three days after we did the carpet cleaning he had a skin reaction to the guard we applied ... at least that is what his doctor thinks.
Another company recommended to him that we should come back & have the carpet "flushed & neutralized". He is willing to pay to have this done as he knows it's not really our fault.
We could try flushing the carpet. From what I know once the 3M scotchgard dries, then it would not likely cause a reaction. Scotchgard is put on most carpet sold at the factory, so if the customer reacts to dry scotchgard, then he would know it because where ever he goes he would get reactions. One problem is that now that the carpet is dry, then wetting it to flush it will make may cause the reaction again because compounds are more reactive when they are wet.
Any advice would be appreciated, how should I handle this call?
This type of situation does not appear so often, but still .... what is the best way to deal with this type of situation?
This customer phoned in & informed me that three days after we did the carpet cleaning he had a skin reaction to the guard we applied ... at least that is what his doctor thinks.
Another company recommended to him that we should come back & have the carpet "flushed & neutralized". He is willing to pay to have this done as he knows it's not really our fault.
We could try flushing the carpet. From what I know once the 3M scotchgard dries, then it would not likely cause a reaction. Scotchgard is put on most carpet sold at the factory, so if the customer reacts to dry scotchgard, then he would know it because where ever he goes he would get reactions. One problem is that now that the carpet is dry, then wetting it to flush it will make may cause the reaction again because compounds are more reactive when they are wet.
Any advice would be appreciated, how should I handle this call?