“COMPLAINTS, WE DON’T GET ANY” – said no company ever
The last Company that never had a complaint never actually got started.
So of course we get the occasional complaint. Everyone does.
How you deal with complaints is a measure of the company
How should complaints be viewed? It’s negative that you got a complaint but positive in that you can usually fix it. Sometimes it does not even start out as a complaint. Only yesterday a good customer rang looking for help. Because of the bad weather her home had been saturated. Her suite got wet and she wanted to know how to save it.
We explained to her that if possible she should put the loose covers in a washing machine at a low temperature. In this way the whole fabric would be completely washed and then dry out evenly. This would stop water marks on the fabric.
She thanked us and remarked she has had her carpets cleaned about 10 weeks ago. Naturally I was curious to know how the carpets looked. She explained that a stain which was originally caused by a bottle of shampoo leaking from her shopping bag had reappeared. So her carpet, which had been cleaned only 10 weeks ago, had a stain which she thought had been removed. Now remember she was only ringing for advice about her couch.
Opportunity to delight the customer
I began to explain to her that next time she was having that carpet cleaned she should mention the problem. I was about to tell her how we could solve the problem in the future when I thought …..“Why did we not solve it 10 weeks ago?”
Even though the stain wasn’t the reason she was calling, we had an opportunity to go back out there and try and better the result. I arranged with her for us to pop out and sort the problem at no charge to her of course.
How a company deals with a complaint tells you more about them than anything else. Most people don’t want to complain and when they do, they just want the problem solved or at least addressed. Sometimes a complaint can help a company to improve its service.
At Aqua-Dry we check in with you within a week of the job being done to check that you are satisfied with the service. We would much rather deal with a complaint than have a customer dissatisfied with our service.
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Looking for great customer service and an excellent carpet and upholstery cleaning company? Call Hannah on 01-8400799 or email email@example.com