Cleaning & Restoration Tools and Gadgets / Carpet/Rug/Upholstery Cleaning / Web Exclusive Features

You’ve Gotta Be Clean to Get Clean

If you want to give your customer the best service possible, there are many simple things you can do to make the experience unforgettable.

June 13, 2013
Trans

Experience tells me that our customers appreciate and actually expect us to look clean and smell clean when we enter their property to perform our work. They also appreciate and expect our van and the equipment we bring into their home or office to be clean and in good repair. Take two jobs where the carpet cleaning came out exactly the same - but one job was performed by a clean-cut professional who used clean, updated equipment and the other performed by a homeless-looking guy who used trashed  dirty equipment. Which job would the customer like best and be glad to refer a friend? 

Clean Hose, Clean Heart

One of my pet peeves over the years is clean hose. I didn’t like the idea of dragging my hose through the garden and over asphalt, rolling it on to the reel and then pulling into the next job, basically cleaning it off on the customer’s carpet. This is not the image I wanted to portray.   Most customers will not say anything, but what they are thinking is another matter. 

I instructed our techs to take a damp towel to the hoses as they rolled them up. This worked OK with the pressure hose, as I was able to get it clean all the way around, but it did wreak havoc on the towel. The vacuum hose was another story. Being a larger circumference, I couldn’t really get the towel around it well and then the ribs on the hose would catch and wad it up. 

Not having good success with the towel program, we would require a once-a-day cleaning by laying the hose out, applying prespray and then pressure-washing the hose off. The techs hated this time consuming, messy procedure. They found that they would have to roll the hose over or they would get the back side. And then, where do you do this? At the shop? In your driveway? The customer’s home? None of these are good options. 

So you say, “Enough already! I know we have a problem. What is the solution?” 

For several years there have been hose washing tools on the market, but a new hose washer has really advanced the cause. The problem with previous washing tools was lack of agitation and then removal of enough water to keep it from soaking down the reel and van. That has been solved. The Hoser™ solves both of these issues very well. It’s a one-handed device that allows you to clean and guide while winding the reel with the other hand. Electric reals make this even easier.  

The Devil is in the Details

Having clean hoses is only one part of the equation. It doesn’t do a lot for your image if you walk into the customer’s home with a spotless hose, but then track in dirt with your shoes. If you want to give your customer the best service possible, there are many simple things you can do to make the experience unforgettable. 

From the moment you park in her driveway to the minute you leave, you are performing for your customer. It takes no longer than 20 seconds to put shoe covers over your shoes, but it shows that you are the consummate professional. Things like shoe covers, furniture pads, corner guards, QD wraps, and now hose washers are available to give your customer’s the assurance that you care about their home and that they have hired a professional.

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