Always ask a company, “What’s Your Carpet Cleaning Guarantee?”
The goal of every great service company is to do the right thing every time. But the real strength of a service company is how to handle things when you feel that you didn’t get what you paid for.
A quality carpet cleaning company should guarantee their work. If you ask the average carpet cleaning technician what their guarantee is they will usually look confused. They might even ask you “what do you mean?” This actually happened in a mystery shopping experience during a “mystery shop” a very reputable consulting firm in the cleaning industry did.
Once the cleaning job was supposedly finished the technician presented the invoice that had a FULL PAGE contract on the back. The consultant asked, “Do you want me to read this whole thing?” “That’s up to you, sir” the technician replied. (By the way, the technician wanted the mystery shopper to sign off on the steps the technician didn’t even do. He made excuses why each step wasn’t needed.)
The mystery shopper continued, “Can you tell me what your guarantee is?” “What do you mean?” “For example, what happens if my spots come back?” “Then we come back.” “And if they come back again?” “We come back again.” “Do I ever get my money back if you can’t completely remove them?” Now prepare yourself for his response! True story: “Naw sir, those are your spots!”
You’ve got to be kidding me! And this cleaning company had a well-known name in the cleaning industry! The problem with this particular company is their residential carpet cleaning department had become something they no longer put any effort into. They obviously sent the most uncaring crew they could fine to do the residential cleaning job.
This is what we are facing out there. So, always ask what the guarantee is and what it includes.
J&S Steamway offers a 100% money back guarantee on our carpet cleaning jobs. Our guarantee is simply this: if you aren’t absolutely thrilled with the service experience you recienve from us, we will rush back to your location at no charge and no obligation. If you are still “unimpressed” we will refund you 100% of your investment.
