Cleaning & Restoration Association News

What Does Customer Care Mean?

December 21, 2007
/ Print / Reprints /
ShareMore
/ Text Size+


Many of the gadgets we discuss each month are tools and accessories intended to make our job easier or faster. They are designed primarily for our benefit. This month, we are going to focus on some gadgets primarily designed to impress the cleaning customer.

To a new cleaner entering the industry, the difference between one carpet cleaning company and the next is not always immediately obvious. After all, most apply a prespray. They use an emulsifier or rinse. They extract with a powerful truck mounted extractor. They apply specialty spotters for those more difficult spills. Many pre-vacuum before cleaning and groom the carpet after cleaning. So why do the prices carpet cleaners charge vary so much? How does one cleaning company charge two and three times more than others for what appears, from the outside, to be essentially the same cleaning job?

There are a lot of variables not immediately evident: the level of customer service, training and certifications, and the type and target of their marketing, to name a few. But there’s one area where the right kind of gadget applied on a carpet-cleaning job can provide an extra level of customer care and concern that, in the end, is part of the justification for higher prices. These gadgets provide a special touch of customer care to protect your customer’s home or business and its furnishings.

Shoe Covers. Make sure you’re not the first person to add a dirty footprint to their freshly cleaned carpet.

Corner Guards. Protect the paint and drywall on vulnerable corners from your hoses as you pull them through.

Doorjamb Saver. Protect your customer’s doorway from your hoses.

Furniture Movers. Plastic gliders or skidders for moving heavy furniture with legs, or a longer plastic shield or slider to lift a heavy piece of furniture off the floor. In either case, the plastic barrier protects the hard or soft floor from the friction of the heavy furniture being dragged across it.

Hose-Washing Attachments. Hook this up to the solution output of your truckmount so you can wash off your hoses as you put them back into your truck. If you drag your hoses through mud or sand, you don’t want it to come off on the floor of your next customer.

Safe Connects. Female quick-connects for your solution hose that include a connector cover to protect the fittings. They protect your customer’s floors from being chipped or scratched, and also absorb the heat of the connectors to keep them from leaving burn marks.

Yard Sticks. These relatively new inventions are a great example of a carpet-cleaning inventor finding another way to show the customer how much he cares. You push them in the ground and then lay your hot solution (pressure) hose across them to protect your customer’s lawn and garden. You can also put them in the corners of walkways to keep your hoses from being pulled into their flowers and shrubs.

QD Wraps. Wrap your quick-connects so when they get hot your customer’s curious children, as well as her vulnerable floors, are protected.

These visible demonstrations of care and concern in protecting your customer’s home or business leave a lasting positive impression that is just as important as a quality cleaning job. The old saying is true: “Customers don’t care how much you know, until they know how much you care.” Using these special touches on the job site can play a big role in differentiating your carpet cleaning company from all the others.

Did you enjoy this article? Click here to subscribe to i Cleaning Specialist Magazine.

Recent Articles by Gordon Hanks

You must login or register in order to post a comment.

Multimedia

Videos

Image Galleries

The 2014 Experience Conference and Exhibition

A look in photos at the 2014 Experience Conference and Exhibition, which was held from April 24-26 at the Embassy Suites Convention Center and Spa in Frisco, Texas.

Podcasts

Don't underestimate the value of a good Internet marketing plan. In fact, if you do this right, it's not uncommon to see ROI along the lines of 30-to-1. Here's a look at 27 free and low-cost tips that you can begin implementing within your cleaning business today to drive more business.
More Podcasts

ICS Cleaning Specialist Magazine

CoverImage

2014 September

The September issue of ICS features stories on moisture detection, disinfectant services, neighborhood marketing, then we discuss the last level of being phenomenal, and cool products.

Table Of Contents Subscribe

Social Media

Social media is a good way to regularly keep in touch and interact with current clients and reach potential ones. What social mediums do you use in your cleaning/restoration business?
View Results Poll Archive

THE ICS STORE

Get Paid! book cover
Get Paid! (ebook)
Over 30 authors – over 40 articles…from attorneys, contractors, consultants, instructors and others, both inside and outside the restoration industry. R & R, C & R and Cleanfax, opened their archives and gave us the best they had, other chapters were created just for the “Get Paid!” book and its readers. And every one of them has ideas for how to get paid what you are owed.

More Products

ICS DIRECTORY AND BUYING GUIDE

Director_Buyer.jpgThe premier resource and reference guide for the cleaning and restoration industries.

Click here to view

TRUCKMOUNT EQUIPMENT AND ACCESSORIES GUIDE

Truckmount.jpgEquipment listings and specifications from the leading industry manufacturers.

Click here to view

STAY CONNECTED

facebook_40.png twitter_40px.png youtube_40px.pngcrc logo