Three years in and I finally received my first “complaint.” The customer texted me this morning and said everything looked great except for under a table and a bunch of chairs that were stacked on her deck and her fire pit area. When I quoted the house wash and her deck I explained that there would be a small charge for us to move all her patio furniture or we would just wash around it if it was still there. She declined and said she would move it herself. She also declined the fire pit area which is all pavers. She swears she didn’t know about any of it until I showed her the quote I sent her explaining everything. I’m not sure if she was trying to pull a fast one or if she legitimately forgot. It still cuts like a knife when a customer says they’re not happy with the job that was completed, my fault or not.
It happens to everyone eventually. Sometimes it’s your fault, sometimes not. From what you’ve said here it does not appear to be your fault.
Did you intentionally wash around the furniture on these areas? If so, for future reference you probably don’t want to do that, it leaves marks the customers will never be happy with. If I were to bid a job like this, I would price moving the furniture into the job. Giving the customer options is good, but sometimes it’s not, as the customer does not know best and does not always know exactly what they want. When faced with the decision, many will nickel-and-dime themselves thinking they’ll be happy with a 95% perfect job, but when they see the 5% they declined they will have a change of heart.
I wouldn’t of done anything different, we have a move items disclosure that explains to the customer why moving the items are beneficial and if you want us to do it, there’s a fee. Remember we’re a wash company not a moving company. I’ve bid on some home that literally would take more time to remove and setup their patio. This happens a lot with concrete patios, I’m talking on 1-2 million dollar homes. You can’t move stuff for free, they have to understand that. Most understand, of course in some cases, like very old individuals or disabled you work with, but for the most part, homeowner cares for that or for fee we will. Ask a builder to build you a house and not charge to move the soil to start to build your house, not going to happen. If you have a flat lot, you save money on prep work versus building on the side of a hill. More to prep so you can build that house……more to move. I give the option so it can save the homeowner some money if they want, majority have no problem with that.
I did a large patio & moved the furniture before I started. I had agreed to move the furniture. I left the furniture in the grass & the customers spouse complained later as it had rained on the furniture and some of it had previously been under an overhang including a carpet I moved. Everything got wet and they’re preparing for a party. Both were at work when the job was done. The cushions & carpet that they said had never been wet which were under the overhang roof were soaked. I explained that I did not move it back because of the post treatment. They calmed down but really did not understand even though I went over the post treatment with them over the phone. I cannot control the rain & cannot move the stuff back because of the post treatment. And it was a lot of furniture.
If I agreed to move the furniture, I would put the furniture back, usually, unless told otherwise. It’s all about expectations….setting them in advance and preferably have it in writing…
I always put furniture back where it was. Mainly instilled in me from years of window cleaning.
You did the right thing and most importantly you had it in writing. However, when it comes to customer service, I would have mentioned it again while doing the area. Sometimes no matter what you do, you wont win.
I wouldn’t worry about it too much. Maybe hire a carpet cleaner to come clean up the carpet and cushions or you could rent a unit and do it yourself. That should make them happy.
I think I would’ve rinsed the post treat since carpet and furniture were going back on it. Plus, I’m sure people walk around barefoot. Even after SH dries there can still be some residue left. Probably not much if it was a low percentage. I wonder if it’s possible to cause a stain if someone dropped a cup of water near the carpet if it wasn’t the outdoor type? It would probably have to be a strong mix so doubtful I guess.
I’d probably do the carpet cleaning. If that doesn’t make them happy nothing will.
Yet I thought the post treatment should stand for 24 hrs. At least that’s what I tell them. I could have probably just rinsed it off since the sun was baking it with no screen enclosure.
I usually leave the post treatment on and the sun will dry it pretty quickly - typically. Yesterday I was washing a 10x16 cement slab at the back of a heavily shaded house and the customer had informed me that it was her dog’s domain back there. I started with the rear of the house, washed the pad, post treated with a pump up sprayer and moved to the two sides of the home. By the time the sides were done, the stubborn algae blossoms on the cement pad had disappeared and I decided to rinse the pad again as I knew the dog and owner were likely both chomping at the bit to get into the backyard. I shut the gate and moved to the front half of the house and notified the customer that the back was ready for them to enjoy while I continued on the front.
Get used to it and don’t let it get to you, there’s plenty more complaints coming. The joys of dealing with the public and different personalities. It’s part of the job.
