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Hate when this happens
#1
So I call the guy this morning to let him know I'm on the way.

As I'm on the phone his doorbell rings.

He says "oh you're here"

Uh, no I'm not.

Another carpet cleaner showed up.

The customer says to the guy "Are you with Brian's company"

The guy says "Yeah, he's in the office"

The customer is telling me Yeah, he's with your company.

I say "No, I'm the guy coming"

Took a few minutes to get it straight.

Long story short he kicked the other guy out because he looked like a "criminal" LMAO.

Appearantly he filled out a couple of online forms and gave his address.

I've showed up a few times to customer's houses just to see another cleaner already cleaning.

Hate when that happens.

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#2
(07-15-2011, 11:56 AM)Brian R Wrote: So I call the guy this morning to let him know I'm on the way.

As I'm on the phone his doorbell rings.

He says "oh you're here"

Uh, no I'm not.

Another carpet cleaner showed up.

The customer says to the guy "Are you with Brian's company"

The guy says "Yeah, he's in the office"

The customer is telling me Yeah, he's with your company.

I say "No, I'm the guy coming"

Took a few minutes to get it straight.

Long story short he kicked the other guy out because he looked like a "criminal" LMAO.

Appearantly he filled out a couple of online forms and gave his address.

I've showed up a few times to customer's houses just to see another cleaner already cleaning.

Hate when that happens.

That is the Craziest sh*t ever. You should have just told him you were there to pick up the check and supervise your new employee.


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#3
Was the other guy driving a Vortex?

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#4
Lol....I wish I would have thought about that.

The other guy probably would have gotten more money too.

When I left the customer said "You probably saved my life"....He was kidding of course but I knew what he meant.

I'm not sure what the other guy was driving or using.

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#5
Good thing you called Brian. It's good customer service also.

One way to avoid that problem is to "script" the end of your conversation when setting an appointment:
"Our technician is [insert name of the tech] and he is driving a [color and type of vehicle] and he will give you his business card when he arrives." That way the customer knows who to expect and they have specific expectations.

It's good on multiple levels - makes your company look more professional, gets the business card in their hand, if someone else were to show up it would be a different person, wrong vehicle, no business card = phony.

Larry Galler
Small Business Greatness Coach
http://www.oneyeartogreatness.com
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#6
I always let the customer know I will be calling ahead.

and then I always call ahead.

If I get a voicemail, I tell them I need them to call me back and confirm the job.

This is a big area and if I'm not in their area...I'm not driving out without know they are there.

And it cuts down on crap like this. I thought for sure I lost the job but the homeowner kicked him out.

It's good to not be a dirtbag.Big Grin
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#7
I have never heard of that happening Brain that stinks at least you got to keep the job.
Andy Kramer
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#8
I think I've seen it all by now. lol
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#9
Man, I'm glad you got that cleared up. Did you find out who the scum bag is?
Nick
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#10
I don't understand how the bogus cleaner--don't pipe in here pigbreath-- figured out you were scheduled at that place and time?

Rick
Quality means doing it right when no one is looking...

Henry Ford
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#11
I do know the name of the other company ....But I won't name them in public. Not cool IMO.

This is really more of the customers fault....sort of.

He filled out an online form with the other company and listed his address and when it needed to be done.

They just showed up without confirming the job.

Their tactics are no better...The idea is to show up and be whoever the customer thinks they are.

When the customer said "are you with Brian?" the cleaner said "Yeah, he's in the office." I heard him....he was full of crap.

Anything to get the job doesn't fly with me.
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#12
Life's rough amongst the bottom feeders

Raise your rates 200%

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#13
This was an internet customer. I actually did really well on the price.

But the other guy probably would have raped him.

I'm fair.

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#14
There's a pecking order even amongst the sharks...

Quote:Here we may reign secure, and in my choice
to reign is worth ambition though in Hell:
Better to reign in Hell, than serve in Heaven.

John Milton
Paradise Lost

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#15
Mike is not just another pretty face.

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