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This is more of a vent than anything. I did a job yesterday, Liv Rm, Bedrm, and kitchen. 617 Sq ft. I gave her the estimate about 3 weeks ago. Clean 135.74 and stain protect 61.70. before sales tax. She made it clear that she wanted stain protector. When I gave her the bill she looked at me funny and said she thought that it was 135.74. I showed her my copy of the estimate and said no. it comes out to 211.26 with tax. She wrote the check. and I was on my way. 2 hours later she called complaining about the price and said that i misled them to believe it was 135.74. She said that the other estimate was for that with protecter. And also said that there were still spots. She had about 10 animals running around. So I said that i would come and see and talk to her the next day(today). I get there and she started yelling at me and telling me how i lied to her and intentionally ripped her off.I made the carnal sin, lost my cool and started yelling back. I know it was the wrong thing to do, but its done now. I ended up reworking 2 spots and and gave her 15% off. As i was entering the invoice in the computer I noticed that I had originally charged her .22 a sq ft, rather than my usual .25.
dont beat yourself over it. everybody loses their cool. this lady sounds like a nutcase anyway. you know you werent trying to rip her off; thats all that matters
Ditto. I have come across situations once in a while like that. Just learn from it and move on. That is all you really can do. I think that you did do the right thing though by trying to make things right. She may still be upset but the fact that you tried to fix it, proves that you did not intentionally try to tip her off. And although she may not use you again, your chances are much better that she will not tell the whole world that you “ripped her off”. No good advertising is much better than alot of bad advertising. Hope some of this helps with your venting.
This is one reason why I don’t like doing estimates days before I do the actual cleaning if at all possible. If I schedule an estimate, I let them know I would like to clean it right then if they agree on the price unless circumstances dictate otherwise (moving, painting, etc). Too many times the customer (or sometimes us) forget what the exact scope of work talked about was even though it is in writing. I did an estimate once that was cleaning only and not moving any furniture. I met with the wife. I could not go to the day of the actual cleaning as I had a death in the family. Only my employee went and he wasn’t with me when I did the estimate. The husband was home when he did the cleaning and wanted most of the furniture moved and cleaned under. Wasn’t part of the initial bid and I have no idea if the husband just didn’t know or if he was trying to slip it by my guy. Moved it and cleaned in the end which sucks for my guy (and me).
Also, just my opinion, but I am more likely to throw in protectant or give a percentage off protectant when situations like this arise. Protectant costs us little to apply other than actual product cost and about 2-5 min of your time, so if I’m going to eat something I’ll eat protectant (figuratively speaking ofcourse). Nevertheless, I feel your pain. Those situations suck.
In every area there will be customers that you just can’t please unless you work for free. I think a good thing to do is to have a price list laminated in your van. Although you don’t have to use it and show customers, you can always break it out to show the questionable customer that those are your normal rates and you quote everyone the same thing. They will be more likely to understand that they made the mistake, not you. I haven’t come across a customer as bad as yours, but I am going to make a price sheet now in case I come across one in the future.
As Grant said, it is a good idea to have established rates. We order our business cards with our rates printed on the back side. When cleaning for a new customer we show them the sqft, then our rates (back of our cards) and there it is. There are no guessing games and we do not negotiate.
This is also one of the reasons I only have ONE price – with protector on every job. It eliminates confusion and the customer does not have the opportunity to say NO to the higher price w/protector. There is one price, and it includes everything! And never take these things personally – if you followed this lady around town, she is also probably the one complaining at restaurants trying to get free meals, etc. etc……
WOW Jeff! Do you ever get any complaints? What about move outs? I rarely do protectant on move outs. Sounds to me like the way to go. I just am scared of losing work.
Bayden,
Don’t be scared of losing work. Jeff does the same as I do. When quoting a “move out”, you don’t even have to mention that the price includes protector. Put the emphesis on your “empty house discount” that you offer. You can offer a HUGE 25% discounted rate from your clean and protect combined rate. They think they are getting a good deal and you still make good $. You may want to adjust your discount if you do an “on-sight” quote. I have even offered a 50% discount on a huge home that didn’t look as though it needed to be cleaned. Protect everything. Even the dog if it gets in the way!!!!!!!!!!!!I agree with Brian. My price is printed on my cards so people know what I charge. The only discount I give is 20% off for vacancies. It also motivates people to not procrastinate calling when they start to move stuff in.
You know, I have been thinking about changing my pricing lately and I definately will take this into consideration. I usually charge 30 cents for moveouts, 35 cents for regular cleanings, up to 40 cents if they are dirty or more time consuming. and 15 to 20 cents for protectant. There are just too many variables in cleaning to have one set price for cleaning. What do you all think? Incorporating it all into a 3 tier would also be an option. Basic, premier, and executive, etc.
What I’ve found is that word of mouth advertising is the strongest source of business. The only customers who have even slightly showed any concern over pricing have dramatically changed their attitudes by the time I’m done!! In fact usually those are the same people who wind up sending me referrals!! ha I start at $169.95 for (3) areas and no one has flinched yet. I show up on time, call the day ahead as a courtesy, send thank you cards, etc. When a caller is obviously price comparing I ALWAYS tell them to make sure they remember everything we do… including protector, vacuuming, grooming, spot treatment, etc. because not all carpet cleaners are created equal. I also give them a time estimate – because I want them to know I won’t be in/out in 45 minutes like the competition. To do a job right takes some time – and there’s no easy way around that!! Most people really understand and appreciate time spent!! I try to average about 100$ per hour on the job! Then I get pumped too and really always try to do my utmost best!!
Bayden,
I don’t like to give options. I feel every job I do that is worth doing is on the “executive” scale. I agree of the varied conditions so I minimize/ eliminate the discount or impliment add-on charges such as a couple urine spots, a red dye or coffee stain, filtration lines, deodorize, disinfectant, ect. One way or another, I penalize the pigs and award the cleanies. The biggest benifit you can give yourself in stain protector sales is to never let anyone know what your actual cleaning or protector sq. ft. prices are. If I quote someone a price to clean and protect 450 sqft for $202.50 and they ask what it would be to clean only, just make up a price such as $189.25. Easy sell if it’s THAT cheap. If you still can’t sell the protector but got the cleaning for $211, you will be cleaning at a premium price. Either way, cha-ching!!!
the last $ amount of 211 should have read 189.25. Brain and fingers not working together.
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