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We are working on expanding the website for customers and for franchise sales. I need help in gathering a list of common questions that customers ask and then the answers to those questions. That way we can create a place on heavensbest.com for customers to get some of their questions answered before calling.
So if you get the same questions over and over, please reply to this post with the question and then with your answer.
Try to separate the question and the answer so it is easy to read.
i.e.Question: What is carpet cleaning?
Answer: Carpet cleaning is when you make the carpet cleaner. You can use a vacuum, then apply a cleaner, allow the cleaner to break up the dirt, then remove the cleaner and dirt. There are several different ways to clean carpet.
From my website…
How long will it take for my carpet or upholstery to dry?
It typically takes about 1 hour for your carpets to dry. Usually the first rooms we clean will be dry by the time we leave.
Drying time for upholstery is very difficult to predict since there are so many different types of upholstery and furniture construction. Dry time is regulated by humidity and air flow to the room. If the relative humidity of the air in the room is high or at saturation level, drying time takes longer. In these situations, air conditioning or heat, depending on the time of year, will help speed the process. Not only do the above mentioned environmental issues impact the drying time, but the material will have a significant effect as well. As a general rule, expect most upholstery to take up to 24 hours to dry.Will the cleaning agents used harm my children or pets?
Our cleaning solution is water based and completely safe for people, pets and the environment.
How long do I have to wait after cleaning to let my children or pets on the carpet or upholstery?
The carpet may be walked on with clean feet, socks or shoes while damp. Activity on the carpet should be limited to this foot traffic until the carpet is dry. If you do walk on damp carpet please use extreme caution when transitioning from damp carpet to hard surfaces such as hardwood or tile as it can be slippery.
The upholstery should be allowed to dry completely before returning the cushions and pillows to their usual places.How long do I need to stay off of my newly cleaned and polished hardwood floors?
You can replace furniture and walk on your hardwood floors immediately after we finish the cleaning and polishing. Please be aware that the floors will be slippery for a period after they are cleaned.
Do I need to vacuum before you arrive? Do I need to sweep the hardwood floors?
No. As part of our thorough cleaning process we will vacuum all carpets and sweep the hardwood floors.
Do I need to move my furniture before the crew arrives?
No. We’ll move most furniture including sofas, chairs, end tables, dining tables, etc. Once we move your furniture, we’ll clean the carpet (or hardwood floor) and return it to its rightful place. We refrain from moving items that we may damage including entertainment centers with electronic equipment on them, display cases with delicate items, china cabinets which are full of china, and large bookshelves. We are glad to move these items if they are emptied of valuables. We do suggest you remove any breakable items from table tops, etc. We also do not move items that are too heavy to move (such as pianos, pool tables, water beds, etc), or items where there is simply no place to put them while cleaning, such as large beds.
Do I have to be home while you are working in my home?
It is not necessary that you be home while we are cleaning your carpets, upholstery, or hardwood floors because our cleaning technicians are thoroughly trained professionals you can trust. In order to provide the best possible cleaning, we do recommend that someone is home before we begin cleaning to discuss any specific needs or areas of concern regarding the care of your carpet, furniture, or hardwood floors. Our carpet cleaning process if very quiet so as not to disturb you as you go about your daily activities.
Can I cancel or reschedule my appointment?
We understand that schedules change and you can’t always keep your appointments. We are very happy to work with you to find a more convenient time, should a conflict arise in your schedule. Since our other customers and employees depend upon our schedule, we ask that you give us at least 48 hours notification of a cancellation. This allows us an opportunity to service another person who may be in need of service.
What payment methods to you accept?
We accept cash, checks, and all major credit cards (Visa, MasterCard, American Express, and Discover).
How do you guarantee customer satisfaction?
We are happy to correct any situation that leads to your dissatisfaction, We want to keep you as a customer for life, and are committed to doing whatever it takes to assure 100% satisfaction – even if it means refunding your money.
We have been asked why we didnt do a thorough enough job… aka the spots came back.
The situation was that the carpet hadnt been cleaned in 10 years! there were stains deep in the carpet. We thought they came out. our rag was coming clean. Then the next day when came in, and the carpet was dry, they asked if we missed a spot!
I typically tell the customer that a spot may reappear but if it does to call and we will stop at our earliest convenient time at no charge. This way I head off any issues if one does reappear. Also do not call any of your spotting towels, “rags”. It does not imply professionalism.
Yes we did that. The customer I guess was expecting “new carpet” although we did explain we would do our best. I do not typically call them rags. It is just what I happened to type out. 🙂 We are going back to do the spots. We will kindly reiterate that spots do come back. Would you suggest that we give her a spotter bottle in case anything else comes back or something new gets tracked in? or would that be considered a slap in the face??? I am not too sure how it would be taken.
I always tell the customer with very soiled carpet it will never be “like new”. But some how they still think we are magicians and can do magic with severely soiled carpet. All we can do is down play their expectations and try to create a miracle. Example– This week I had a customer with white carpet, 10 years old, never cleaned, with an area rug in the center. Talk about a dirty border when the rug was removed. Instantly I said there will always be a grey area where the soil was which they understood. They didn’t think they wanted protector because they thought why put the extra dollars into it if the carpet was still going to be unsightly. I then set out to completely remove any trace of the soil and leave as little greyness as possible. Big dose of fast acting enzyme, sit for 10 min, clean 2 directions, apply 101 cleaner, clean 2 direction, rake, still too much soil for my taste and cleaned 2 more times and then took a towel to it with a final rake. I was lucky I had the extra time to put into it. What a difference. The customer was amazed and asked to have protector applied. Best part of it all, he lays carpet for a living and will be referring all his customers my way. I left him 25 business cards. 😀
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