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Poor Service Attitude Causes an Expensive Claim!
I once inspected a fabric that was left with water stains after cleaning. Before conducting tests to determine if they might be removable, I asked the individual who owned the furniture to tell me about the cleaning that was done.
This is what the fabric looked like:
Why?
Its simple, the customer was so upset at the company and its representatives that no remedy of the cleaning problem could ever satisfy her.
Three Things that “Ruined” the Furniture.
# 1. The employee happily told the customer that he was just a “temp” working till they went back to school to get on to a “real job”.
This friendly banter showed no bad intentions from the perspective of the employee, but it immediately set up warning signals to the customer that this individual was neither skilled nor committed to his job.
# 2. The employee then informed her that, despite the instructions from his boss, the fabric was too dirty for dry cleaning, and would need to be wet cleaned.
The customer only wanted it “freshened up”, and had no expectation of removal of stains, as it was an antique fabric.
The employee, despite having had already confessed his new and temporary status, somehow “knew better” and cleaned it the way he wanted to clean it.
This showed a lack of concern for the customer's wishes and outspoken disrespect for his employer's directives.
# 3. The employee didn't move expensive end tables away from the work area, didn't roll back an expensive area rug, and did not protect the floor from over spray.
The customer had to wipe off the tables and wet vacuum her rug when they were done. None were damaged by the over spray, but she was very upset by the careless behavior.
Jim's SUMMARY:
While the water stains surely were caused by the carelessness of the technician, dry cleaning would not have been required to prevent the stains. With the proper procedures, the fabric would have cleaned nicely with water based solutions.
The stains were also likely removable, based on the tests I conducted at the home. Unfortunately, the customer kept repeating that her fabric was “ruined” and that she didn't want representatives of that company back in her home.
What “ruined” the sofa?
Improper Cleaning Techniques?
No, the improper cleaning caused water stains, that were likely removable.
Bad Customer Service Attitudes? YES!
The water stains on the fabric could be corrected. The fact that the employee showed a lack of commitment to his job, a lack of respect for both his customer's and his employers wishes, and a lack of caring for the customers belongings in the vicinity of the area being cleaned changed the problem from one of removable discolorations to a condition that could not be remedied in her mind.
Before such an expensive and avoidable claim happens to you, make sure you do a careful assessment of your employee's communication and customer service skills as well as the care they show in the home in all they say and do. And if you are an owner operator, do a careful self assessment as well.
P.S. If you would like to learn how to remove water stains and other challenging stains from furniture fabrics, join us at our next Fabric Pro Hands On Upholstery Cleaning Workshop.
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Upcoming Classes
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January 11 - 12, 2024
Jim Pemberton's
Fabric Pro Upholstery Specialist Workshop
This unique two day course is absolutely not a "Prep" course to prepare you for another longer certification course. Class size is limited for personal attention purposes, so register today.
In this class you will learn 'What to do" + "When to do it" as well as "How to do it . . . "Hands-On"!
I'll be offering this class in McKeesport, PA.
Click here for class details
Click here for complete Learning Center Calendar
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Also, WELCOME To Our ALL NEW, HANDS ON TRAINING CLASS!
“Pet Friendly Cleaning and Odor Treatment Workshop”
Join us February 2, 2024 , with exciting new cleaning procedures and marketing concepts to fit our changed cleaning marketplace.
Hi, Jim Pemberton here:
I've spent the nearly three years of the pandemic studying the effect that the explosion of pet ownership has done to the marketplace, and how you can profit from it (if you are committed to doing the job right!)
In my all new hands on class, the “Pet Friendly Cleaning and Odor Treatment Workshop”, you'll learn the following secrets to success in this field:
1. Why Today's Pet Focused Consumer Buys Cleaning Differently,
and May No Longer Buy it From You!
2. How Pets Have Transformed Society
3. What Opportunities Pet Friendly Cleaning and Odor Treatment
Have for Your Business
4. Your Two Biggest Pet Odor Treatment Challenges
5. Why Pet Odor Treatment Involves So Much More Than Urine Odor
6. Inspection Tools You'll Need
7. Cleaning and Odor Treatment Products You'll Need
8. Pet Friendly Inspection, Cleaning and Odor Control Processes
I'm planning to offer just one of these courses before the end of the year,
and have scheduled it far enough ahead so that you can make plans to be here.
I'll be offering this class at our training center here in Mckeesport, PA on October 14th. Class $349.00.
New Launch Special:
All paid attendees may download Pembertons Pet Friendly Odor Treatment Report ($50.00 value) plus attend for only $249.00. $150.00 in savings!
Class size is limited, so sign up right away!
I'm looking forward to sharing all of this exciting information with you then!
Jim
