I’m sure everyone has had customers that believe we can completely restore every surface we touch back to its original state. I’m thinking the best way to combat the annoying call backs is to create a list of expectations to attach to my estimates.
I currently use Housecall Pro as my crm tool which has a terms and conditions link attached to my estimates and invoices. I am working a list of expectations for customers to combat the occasional questions like, “why is there still an oil stain?” Or the, " why are my gutters are still leaking after my cleaning"? After opting out of the sealing service.
Does anyone have a list I can cross reference with? Would be much appreciated!
I think you are overthinking it. You can try and head off all the stupid call backs and they will still find a reason to call. If you are getting a lot for a particular reason then maybe address that one during the bidding process. Plus you don’t want to scare away customers with a list of warnings.
I’ve done a walkthrough on each job I’ve sold to show potential hazards to the client, and to set expectations. We literally walk around the house and I explain the process for each surface as well as what outcome they can expect, and make sure my results are always better than they’re expecting. This works for me, but I do a lot fewer washes than most business owners on here and have more time to spare at each house.
you can put it in your terms & condition. but if they don’t read it they’re still gonna call back. like someone else said you don’t want to scare customers away with a list of warnings. our job is to explain to our customers what services they’re paying for, if they opted out of a specific service and are wondering why they didn’t that service, they likely wouldn’t have read your ToS anyways. that’s my two cents
Infinity, that is great! Way different than what I created but totally going to use some of this if you don’t mind. my was more along the lines of:
We pride ourselves on our superior results and positive reputation. We are constantly looking for new ways to improve our operations and encourage all customers to email their feedback to us so we may continue to grow. Info@steamworkscleaning.com
The information below is to set the expectations of our cleaning service.
Oil:
When removing oil we cannot guarantee that stains will not be left behind. When removing oil, we can only “lighten” the color of the affected area. Please do not expect a bran new appearance.
Rust:
When removing rust we cannot promise that all rust will be removed. Our past results have yielded around 85-100% rust removal.
Paint/Stain Removal:
Removing paint or stain from any surface is an additional charge unless stated otherwise (in writing) on our estimate. Our standard cleaning service does not include removing anything other than dirt, spiderwebs, biodegradable spills and trash. Removing toxic chemicals or organic minerals is always and added fee.
Tire Marks:
When removing tire marks we cannot promise that all marks will be removed. Our past results have yielded around 90 -100% tire mark removal (per our evaluation). Dug in (turning tires in a stationary position) or burnt in tire marks (peeling or burning out) are much more difficult to remove and only yield around 50% removal results.
Roof Cleaning:
We use Sodium Hypochlorite in our roof cleaning process. While being considered environmentally friendly this chemical (also commonly used in pools) may be harmful to plants. While VERY UNCOMMON, it is possible for plants to die while coming into contact with this product. You agree that SteamWorks Pressure Washing LLC is not liable for any vegetation damage that may occur during this cleaning process.
You should try it anyway. I sent @Infinity 's little message to a customer last week who said she wouldn’t be there in the morning when I started and was there anything she needed to do before I came. Let me tell you, it was o-mazing to have everything cleared off the porches and moved away from the house before I started.
We use sodium hydroxide to remove tire marks. Never had an issue, even with CCU jobs. I know I’ll get kicked for this but ZEP concrete cleaner, is hydroxide based. I hate mixing sodium beads and just pickup a gal when doing CCU clean up. FYI…it cleans up the paint spills as well. No Surface Cleaner On Construction Clean Up!!
How long do you let the sodium hydroxide solution sit on paint spills ? Had a spray paint mess on a drive and used beads, water, and a heavier mix of soap on it for about 10 min and it seemed to help but the turbo was the only thing that removed it
