Who decides which method? You or Customer?

[rccva]

For those of you who do both HWE and VLM, do you or the customer decide which method you will be using? I clean a lot of 30k+ buildings and it's always a little sticky when they ask what method I will be using. A lot of these managers or building supervisors are old school and only want HWE, even though I believe that VLM works best for their situation. I'll be cleaning a tv station this weekend that needs their carpet dried very fast and as little noise as possible. VLM would be perfect for this but because the building supervisor isn't familiar with VLM he is demanding HWE. Even though I know the results would be better with VLM, I am doing as he ask. Thoughts?

 

[Robert86]

I guess you do your best to steer them towards the method you as the professional feels is best without being pushy. But in the end if they just don't want it they don't want it.

 

[Michael Robinson]

I let them decide, the results are usually similar anyways.

 

[Bill Daviet]

Nominally I would say you decide but that depends upon how badly you want the job. In any service event some customers invariably try to control the process. I normally would educate them on the pro’s and con’s of what I believe are the viable options. Involving them in the final decision makes it more difficult for them to blame you if they choose to ignore your advice and the outcome doesn’t match their expectations.

I base this on 24 years in the medical capital equipment serviceindustry. My carpet cleaning was only about 10 months in 2005-2006in PA though I’m planning to get back into it either PT or FT, not 100 percent sure yet. Living in KY at moment and may relocate so lot of variables in play.

 

[mrotto]

do a demo and show him

 

[Pinosan]

my client don't know how or what I do. They just see clean carpets and sign the check.

 

[agrantnz]

Education and demonstration. Explain why, with technical details if needed, and yes do a demo in one of the walkways. Sometimes seeing is believing.

 

[ACP]

3 encaps to every 1 extraction. sell them on a solid maintenance program that involves both.

 

[rob allen]

Bring both in but fake one you don't want to do.

 

[rccva]

Bring both in but fake one you don't want to do.

Ha! I just saw this, it's funny you said this, I was thinking about laying out all the hose and then running the vibes. But then everyone has cameras these days.

 

[rob allen]

Ha! I just saw this, it's funny you said this, I was thinking about laying out all the hose and then running the vibes. But then everyone has cameras these days.

Just do a little both. Believe me, I don't think carpet cleaning is top entertainment for clients.

 

[Tater]

for large quotes, I will put in my quotes that HWE and low moisture cleaning will be used. I hwe some small bad areas, then Encap most other areas. They return in the morning, carpet is clean, they are happy.

 

[rccva]

Why is it that we have to explain our methods? Aren't they just hiring us to get their floors clean? Do other industries have to explain how they do their jobs? When my vehicles go to the dealership I never need an explanation of how they are going to fix it, I just want it fixed. Does janitorial companies have to explain what type of vacuums they use, what cleaners they use? No, just get it clean.

 

[Tater]

the reason we need to explain sometimes is because they ask. If they do not ask, pleeeease do not offer to tell them as it opens up a can of worms. My first response is " We clean commercial carpets all the time and are experts, so we will price this using the best method for the particular area. This is the best way to ensure a cost effective quote."

 

[adalin]

the reason we need to explain sometimes is because they ask. If they do not ask, pleeeease do not offer to tell them as it opens up a can of worms. My first response is " We clean commercial carpets all the time and are experts, so we will price this using the best method for the particular area. This is the best way to ensure a cost effective quote."

I agree with you. Sometimes they will ask before the cleaning jobs begin. I think they just want to have the sense of controlling. Just tell them that you are experts and have many experience on any tough cases. They will feel good that they hire the right person.

 

[Ed Cruz]

For those of you who do both HWE and VLM, do you or the customer decide which method you will be using? I clean a lot of 30k+ buildings and it's always a little sticky when they ask what method I will be using. A lot of these managers or building supervisors are old school and only want HWE, even though I believe that VLM works best for their situation. I'll be cleaning a tv station this weekend that needs their carpet dried very fast and as little noise as possible. VLM would be perfect for this but because the building supervisor isn't familiar with VLM he is demanding HWE. Even though I know the results would be better with VLM, I am doing as he ask. Thoughts?

Great topic. Although I've found that less, maybe half my commercial folks ask which method I'll be using. Residential it's like 9 outta ten when it comes to cpt. Many older folks dealt with the Host cleaners and ChemDrys and came away really unhappy so VLM has an uphill climb around my way. Yeah they dealt with the wet and jet dudes too but still got better results is the impression from most.

 

[rccva]

Great topic. Although I've found that less, maybe half my commercial folks ask which method I'll be using. Residential it's like 9 outta ten when it comes to cpt. Many older folks dealt with the Host cleaners and ChemDrys and came away really unhappy so VLM has an uphill climb around my way. Yeah they dealt with the wet and jet dudes too but still got better results is the impression from most.

Agree... VLM takes educating the customer, we don't volunteer the information unless they ask. Much easier that way.