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I’m curious on how others handle this situation. I recently went to a pretty good customer’s house to address a pet urine issue. I knew that this was one that was not going to go well, but was trying to help this lady out as she is trying to sell her house. I used quite a bit of material and about an hour and a half of work. She called the next day and as I suspected, the odor was still there and a stain had wicked back. At that point I told her that the problem was too severe and that she would be better served to replace her carpet, pad, bleach the floor and seal it. So, now I’m left to wonder what to charge her if anything. Anyone out there with some input would be appreciated.
I feel your pain. In the past, I purchased many bottles of enzyme. I now use very little. I feel good results are very hard to reach and require too much time. I have no wisdom to share other than “if you can smell it when you walk in the door, turn around”!!!!!!!!!
I have gotten to the point that I won’t do any urine in a house unless it is one or two spots only. I give no guarantees and charge them if they want the service. If there was a really good product that works I would do as many as I could and charge big money to do them.
I want to add that I had been very sceptical about using pet enzyme and getting good results, especially on hard pet issues. There was no way to tell, because as we all know when you are cleaning/treating it, it is too wet to determine final results. Consequently, when returning to clean these homes at later dates, I am amazed at the great results and lack of odor I detect. Always, we will manage expectations and set prices before-hand, while explaining what results may be.
How should I handle this situation/tell customer?
Past few days I’m getting phone calls to give a quote over the phone on carpet cleaning and they all have pet stains.
When I ask customer if I can stop by and take a look at pet stains, they just want to know the price over the phone.
After explain to them that estimate is FREE and everything about Heaven’s Best, they still want to know the price over the phone only.
What should I do?Thanks
Adrian
When I am asked to quote pet stain removal over the phone I always tell the customer there are too many variables that go into the pricing of pet stain and odor removal that I would need to see the stain to provide an accurate price. If they insist on you providing a price over the phone ask some uestions regarding the stains for example, how many urine spots? Is the urine deposited from a small or large animal or multiple animals. Are the spots confined to one room or are they all over? How long has the urine spots been in the carpet? Is there discoloration in the carpet? What have you (customer) used to clean the urine? The list can go on….. You may find you wont want the job thus saving you a trip for an estimate. If the customer is unwilling to allow you to stop by and see the stains, experience tells me the carpet is full of urine.
I agree with what Mark said. Worst case, if they still want a price, tell them it usually costs between $5-$10 per pet spot that requires treatment depending on the severity of the spots. If they only have a couple spots here and there, they are probably looking at around $25. If they have dogs gone wild, they will quickly do the math and tell you thank you and hang up (and they will be doing you a favor in the process). If you actually go and do an estimate or end up cleaning for them, you can adjust your charges to whatever you feel comfortable with, but the $5-$10/spot usually is a safe way to cover yourself.
Thanks guys.
Yesterday I had a customer with pet stain problem again but, the problem was that I couldn’t see the stains just strong urine smell in room from her dog. After I explained customer that I’ll do my best but smell still might not go away 100% because they might have to wash windows, walls and urine is already in padding under the carpet she said, she is aware of that and still wants me to clean carpet.
I mixed 5oz. Fresh Scent, 6oz. 101 and 1 gallon warm water sprayed on whole room and started regular cleaning followed with towels. Today, I did follow up phone call. How is the smell in room? She said, the deodorizer what I applied on carpet 🙂 smells good and urine smell is gone, you did an excellent job.
It turn out to be better as I thought :).
Glad to hear it turned well for you. There was one thing I failed to mention in my last post that I always use and helps with CYA. After you explain the process of urine removal and the lowering of expectations present the customer with a waiver/disclaimer asking them to read and sign it. I’ve attached what I use. Keep the signed copies on file.
Thanks Mark, yeah I might need it.
Adrian
I always tell them the only gurantee with urine is that Ill gaurentee to use every tactic I possible can, and on jiobs I dont feel comfortable with even trying I bid more then the cost of replacement. If its a residential i can manage expectations but with a resident moving out I steer clear of those situations unless I am dealing with the Landlord.
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