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I recieved the following customer review on a recent Service Magic job. I guess this one carries more weight since it’s my first poor review on Service Magic.
“Heaven’s Best Carpet Cleaning arrived when they said they would. The operator was personable. The carpets dried quickly, which is important since 3 of them were over hardwood floors. The cleaning method, however, was not adequate to thoroughly clean my carpets. I would try a steam cleaner next time.”
The odd thing is that she checked the box stating that “yes” she would recommend me??
I cleaned three lightly soiled area rugs over very delicate (teak parquet) hardwood flooring. She stated that even slight changes in humidity cause the floor to buckle and/or seperate so I made sure NOT to over-wet the carpet.
This is the first I’m hearing of her dissatisfaction with the process. I do plan on calling to discuss the issue. It sounds as though she’s not going to be receptive to a re-cleaning using our bonnet method. And, since I can’t steam the carpets (and probably wouldn’t even if I offered that service for fear of damaging the hardwood floors), I guess I have no choice but to refund her money. She apparently loved her previous cleaner (steam) but he has since gone out of business. I do have the ability to leave a comment so I was thinking of using this opportunity to reitterate our “100% satisfaction guarantee” policy and just refunding her money. Problem is, the damage is done and this review will definately hurt my chances with new leads.
Any advice??
My guess is that perhaps she didn’t quite understand how our process works compared to steam cleaning.
I try to show new customers, if they look interested, and sometimes even when there not the process while were actually buffing and explain what we have already done. (Vacuuming, pre-spotting). I let them know what the different pads are for, the different cleaning solutions we carry in our caddy to remove spots etc. I tell them it’s like if you were to drop a wet washcloth in the sand (I live in the Desert) pick it up and all the sand sticks to it, our pads work the same way.
I once did work for a new property manager. I showed her our method, did a job for her and didn’t work for her again. That is until she hired one one my regular customers as an assistant. She convinced the property manager to use me again. The property manager told me she just didn’t grasp the concept of using pads to clean carpet. I’ve been doing work for her now for almost 2 years.
Hope this helps.
I found this a while ago about responding to reviews on Google.
man that hurts for sure . that does warrent a followup call for sure. pre inspection for sure is the best thing i use on new clients and a good ask and answear time
I cleaned six rugs and the basement carpet two weeks ago. I cleaned all the rugs in the basement to avoid the over spray getting on the hard wood floor. Plus I didn’t have to move my equipment in all three floors. It is a pain, but another option is to clean rugs off site.
The most effective way to deal with a bad review online is to get enough good reviews to bury the bad one. I call all my customers the next day and ask they if they were happy with the cleaning and right after they say yes I ask them if they could please take a few minutes and leave me a review online. I added a link on my site that takes them directly to the Google places page and I get lots of reviews this way. Google is only showing about 35 of them at the time but I actually have over 50.
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