Two recent examples in particular made me wonder.
A very upset lady rang our office to ask if we could help her. She had had her 3-piece suite cleaned a few days previously, but black lines had appeared everywhere. She asked if we could help, so naturally, my first question was “did you call the company who cleaned your upholstery in the first place?”
Her comment alarmed me, “I couldn’t wait to get him out of my home”. The company in question offers a money-back guarantee on all carpets cleaned in the Dublin area. However, if this lady’s experience is anything to go by, they will never have to make a refund.
It should be easy to make a complaint if you are not happy with the job. We at Aqua-Dry operate a policy of contacting all our customers to check on their satisfaction level after EACH job. Carpets, upholstery and rugs may not always dry out 100% perfectly and this is usually not the fault of the technician. We will always be happy to go back and try to improve on a job if a customer is not happy with the job. After all, the customer is the most important one.
My second recent experience was on a commercial carpet cleaning job in Ballycoolin, Dublin 15. The client was truly astonished at the results we achieved and commented that they had used another cleaning company many times before. It was obvious to us that shampoo that had been used on the carpets had never been extracted. This is equivalent to moving the soil around but still leaving it behind. The previous company told our new client “that’s the best we can do”. You will appreciate that that’s a long way from “that’s the best you can get”.
To sum up, any carpet cleaning company that cares about its customers should be able to provide a money back guarantee on all domestic and commercial carpet cleaning, upholstery cleaning and rug cleaning.
It is important for companies to get customer feedback to ensure that high standards are being upheld. Companies should make it easy for the customer to express any dissatisfaction regarding any work carried out.
Read more: Tom’s blog on the value of rugs “How Valuable is My Rug?”