I was recently doing some research on other carpet cleaning services, mainly to make sure my prices are still the best around. (They are.) Along the way, I read several review blogs on one company in particular. (No names will be named, but think of a certain type of antique car.) I must say I was appalled at some of the stories customers have, not only of terrible carpet cleaning jobs, but of unprofessional and unethical behavior on the part of this company and its workers.
The most common complaint customers had was the workers not arriving when scheduled. In my opinion, the most basic element of professionalism, especially in the service industry, is plain old showing up on time. When I give a time to a customer, I am there within five minutes of that time. That’s it, period. If I know I’ll be more than five minutes late, I will definitely be on the phone to the customer explaining why. It is actually rather amusing to read of some of the extremes that this company’s workers go to in their rather fluid judgment of what “on time” means. Their scheduling practices include naming a three-hour window when they’ll show up (say what?). If they miss even that broad window, they still don’t phone, they just arrive 45 minutes late without an explanation. To me, this is the height of disrespect to the customer.
It seems to be standard practice for some companies to give you a quote over the phone, then once the workers show up, within seconds they’re trying to upgrade the work, using all the standard bait-and-switch techniques. A customer refusing the upgrades receives sullen, incomplete service, and the workers are in and out in half an hour, leaving behind wet, still-dirty carpets.
I don’t give quotes over the phone. I prefer to arrive at the house, get a general overview of the condition of the carpets, take careful measurements, and give the customer a to-the-penny price before I start work. That price will not change, except in very rare instances. If during the job I discover some major situation, like a big stain under a couch, I will carefully discuss options with the customer before adding services or raising the price. Professionalism means honest, transparent pricing and work practices.
I am proud of my business. I am its sole proprietor, so it’s important for me to represent both myself and my business well in all of my practices.
I could go on, but I don’t want to belabor the point. For a good time, I’d recommend finding a review blog of any unscrupulous carpet cleaning company. It’s a hoot, at least until it happens to you! Just remember that my guarantee includes showing the highest levels of professionalism in everything I do while in your home.