I had a situation recently. A customer was looking for facebook recommendations for a carpet cleaner and many people recommended Floor Blimey! The customer asked for an estimated cost for her stairs and hallway carpets to be cleaned. We quoted our minimum call out fee.
The customer had obviously spoken with other companies and came back to us. Our price was higher than some others and could we explain why?
Adi jumped into the thread. He explained that although there is a place in the market for the cheaper carpet cleaning company, it is not the service we provide here at Floor Blimey!
Our response we admit, could have been better.
In hindsight that alone is not the best answer to get for your enquiry is it? And understandably the customer decided to go elsewhere. A big lesson learnt there by us. So after reading the thread I jumped in to explain to the customer exactly why we charge what we do. The conversation went something like this:
“Hi ——-. Amanda here from Floor Blimey! I have been following this thread and I just wanted to come in to explain why we actually charge what we do.
The Texatherm system that we use avoids excessive use of water and soaps. This means that your carpet is not left with sticky residues that can damage your carpet and attract more dirt in future. This means your carpets stay cleaner and healthier for longer, reducing the need for unnecessary re-cleans.
The system is also dry within 30 minutes meaning as little disruption to you as a customer as you can re-use the room quickly.
Our technicians have also undergone extensive specific training in carpet cleaning and protection to ensure that when they visit you the absolutely right cleaning method and product is used for the type of carpet you have and the type of wear and soiling it has been subjected to. I hope this helps! We do have a high quality reputation that we are very proud of and would of course like to maintain it- thank you for reading!”
The customer response went like this:
Thank you for your message and explanation. Kind regards……
However all was not lost….
Then a day later:
Hi can I book you please? If it’s so much better sounds perfect for our stair/landing carpet. Could you also either send image or bring proof of insurance. Many Thanks.
The clean was booked and carried out with as always the right solutions and techniques for the customers carpet, (and insurance certification provided) and the customer was extremely pleased. In fact their response comments were:
“Very pleased indeed it looks great and a very good service all round will definitely recommend you.”
So there you have it. Not all carpet cleaners are the same. A good one will assess the type of carpet you have, the type of backing and the type of soiling. He will also have more than one way to clean it and will explain and justify the system he is going to use.
And remember, sometimes it isn’t the cost of something you need to look at, it’s the value.
To book a consultation, get a quote or find out which system is best for you and your carpets contact Floor Blimey! here.