In an ideal world, every customer would be left satisfied by every single transaction. In reality, all businesses will have a few unhappy customers, so it's important to know how to handle them. Negative opinions can be upsetting, but dealing with customer complaints doesn't have to be a dramatic experience.
If customers want to complain, something that can make them even more frustrated is not knowing how. Without a clear avenue for feedback, it's more likely that customers will turn to social media. Make sure that your contact details are clearly accessible to customers. You could also give out a physical or digital feedback form after every job, giving every customer the chance to feel heard.
Even if you disagree with a complaint, something has clearly bothered a customer enough to approach you. Give them the space to fully express their concerns before you respond. You can show that you hear their problems by repeating them back to them, which also gives you both the chance to check that you have understood correctly.
Once you have listened to a customer complaint, it's time to acknowledge their upset or inconvenience. Even if you need to follow that with an explanation of why their problem is unavoidable, recognising that the situation is distressing or not the desired outcome can make a customer more receptive to that.
Mistakes happen, but learning from them will prevent history from repeating itself. Record any customer complaints and the way you solved them. Not only will this help you avoid upsetting other customers, but it means you can be prepared if anyone else complains in the same way. Sometimes, just explaining something more clearly before a job or making your invoicing more transparent can solve disputes before they even arise.
Whether you're at fault or not, an apology can go a long way. If you are at fault, compensation can help, too. Refunds, vouchers, repairing damage and re-cleaning a carpet are all potential ways to regain trust and mend a relationship with a customer.
Dealing with customer complaints and finding reconciliation is highly dependent on the individual case – you should balance the reparations with the scale of the issue.
When a complaint seems to escalate and escalate without any resolution in sight, you can take a step back. Mediation services are designed to help your business tackle complaints through an impartial negotiator. This is one of many services offered to members of the National Carpet Cleaning Association (NCCA). It can extinguish conflict and find a solution that both parties are happy with.
Members of the NCCA gain access to advice, forums and training that helps their cleaning business develop. Whether it's dealing with customer complaints, marketing or tax, our members can access a wealth of support. Our arbitration service can also help resolve conflict with clients.
Whether you've got a big family or live alone, high-traffic areas of carpet get flattened by feet and make your carpet feel much older than it is. If you're looking to breathe some new life into your carpet, this post looks at four common methods.
Many of the methods below loosen your carpet fibres, allowing you to separate them and fluff them up. To do that, you'll need one of these tools:
When a method calls for you to fluff your carpet, use any of these. However, remember that DIY methods come with their risks. To avoid damaging your carpet even more, the best option is always to hire a professional cleaner.
Before you can fluff your carpet flattened by feet, you'll need to agitate the fibres. This will then allow you to rejuvenate it without damaging it or watching it flatten itself again straight away. There are several ways you can do this:
Just like you can use a hairdryer to style your hair, you can use it to style a carpet flattened by feet. Spray a light covering of water onto the flattened area and then blow it dry with a hairdryer. Fluff it as it dries, setting it in a better formation.
Place several ice cubes on the carpet flattened by feet and let them melt. As they melt, the moisture will dampen the fibres and make them more malleable for you to reshape them. However, keep in mind that your carpet will need to dry again afterwards. This method is better for smaller areas, to avoid saturating your entire carpet and potentially opening the door to mould.
This method is good for use on quite large areas, especially when carpet is a bit grubby as well as flattened by feet. Sprinkle bicarbonate of soda over the flattened area and use a brush to distribute it deep into the fibres. Leave it overnight, then vacuum it up. Finally, spray a solution of half white vinegar and half water onto the carpet and fluff it using one of the above tools.
Carpet flattened by feet is a common problem that professional carpet cleaners are familiar with. Hiring a professional removes the risk of damaging your carpet, allowing you to enjoy your good-as-new carpet without the stress of operating on it yourself.
The National Carpet Cleaning Association (NCCA) has a directory of accredited carpet cleaners all over the UK. Every single one is experienced in refreshing and revitalising all kinds of carpets.
Search our carpet cleaner directory to find a trusted local cleaner.
Repeat customers provide a steady flow of business – they spend more, are more likely to refer others, and are an important foundation for any local business. Once you have a loyal customer base, you know that you'll have a reliable amount of work. However, that's much easier said than done, and building that foundation takes work. Here are some tips for encouraging customers to keep coming back.
Many people assume that professional carpet cleaning is only needed when there's a stain, an infestation or a bad smell. Of course, we know that's not true, but that's because we understand how to take care of carpets.
Teaching your customers the importance of maintaining professional carpet cleanliness will encourage them to properly take care of their carpet by reaching out again for repeat business. You can do this through conversations, leaflets, your website and social media.
One thing that keeps customers coming back is an established business relationship. Clients are far more comfortable letting someone that they know and trust through the door.
Maintaining a friendly, approachable demeanour throughout your work can help build these connections and solidify your place as a go-to contractor. Little things like remembering their name and taking an interest in their day can have an incredibly positive impact.
Everyone loves a bargain. Offering money off bulk-buying appointments encourages customers to use your business for consecutive cleaning sessions. It also demonstrates that carpet cleaning should happen often.
You could frame this as a ‘maintenance service’, with regular upkeep cleaning. Another option is to offer money off for returning customers, or to incentivise referring other people. However you choose to advertise it, deals are an excellent way to hook customers back in for repeat business.
A classic marketing technique is setting up an email newsletter. This will remind customers that you’re there and allow you to tell them more about yourself and what you're up to. You can do this using social media, too, which also makes you more discoverable to new customers. If you share content from jobs, make sure to get permission from the homeowner, or you may find yourself in trouble!
Not only does asking for feedback give you the chance to improve your service, but it makes customers feel heard. It shows that you care what they think, especially if you thank them.
You can ask for feedback in person, via social media, by email – anywhere you have contact with the customer. This can also give you positive reviews to share on your website or social media, attracting more clients in turn.
Becoming a member of the National Carpet Cleaning Association grants you access to tips, forums and training to strengthen your business. Our seal of approval lets customers know that you're insured, accredited and trustworthy. Your cleaning business will also appear in our directory, allowing more customers to find you.
Become a member of the NCCA today grow your customer base and secure more repeat business.
Chewing gum is notoriously difficult to clean up. We all know someone who has had to cut off their hair after an unfortunate gum incident, but that's not really a solution when it's on your carpet.
Whether it’s trodden in on shoes or falls out of the bin, there are all sorts of ways that chewing gum can find its way onto your carpet. Luckily, there are some tricks to save your carpet from gum’s sticky clutches.
When chewing gum gets cold, it hardens, making it easier to remove from your carpet. Follow these steps to remove chewing gum from carpet:
If you don't have ice to hand, you can use the other extreme of temperature to remove chewing gum from your carpet.
Cooking oil, like olive oil or vegetable oil, can make gum less sticky, reducing its ability to stick to your carpet. However, you will need to clean the oil off your carpet, so only use this method as a last resort. At this point, you’re probably much better off getting a professional in – more on this later.
It's difficult to remove chewing gum from carpet without damaging it, so the safest option is to hire a professional carpet cleaner. Every National Carpet Cleaning Association (NCCA) cleaner is highly experienced and accredited to clean all manner of stains and extend the life of your carpet. Simply enter your postcode into our carpet cleaner directory to get started.
Whether you're a tenant or a landlord, figuring out who's responsible for repairs can be awkward. When something goes wrong, it sometimes takes longer to figure out who's fixing it than it does to actually fix it! Knowing your role saves you time and stress.
So, who is responsible for the carpet? The short answer is that it depends on what your contract says. In most cases, taking care of a carpet is a shared responsibility, with different aspects falling to each party – as this post will explore…
In a short-term, furnished contract, it's common for the landlord to take on most of the responsibility. In fact, it might be against the rules of the contract to change the carpet.
Are landlords responsible for carpets in unfurnished rentals? Things can be less clear-cut. If there was no carpet in the property when it was rented, this usually means that it's up to the tenant to install and care for carpet.
However, most authorities require landlords to have a usable floor in place, whether this is carpet, tiles or vinyl.
The tenant’s main duty is to keep the carpet clean and be careful with it. Any spillages, burns, or rips typically fall under the tenant's responsibility. Most contracts require a carpet to be in the same condition it was at the start of the tenancy, outside of normal wear and tear.
This means that the landlord is responsible for replacing the carpet if it gets old or worn. Damage caused by faults with the building is up to the landlord to fix, and usually so is damage caused by flooding or fire. If the tenant causes the fire, this may be up for debate.
Infestations are often the landlord’s responsibility, too. Mould is usually up to the tenant to clean, but the landlord is responsible for solving the root cause, if it is damp.
If a tenant leaves the carpet in poor condition, the landlord can charge them for repairs. This charge must be proportional to the cost of the repair, and cannot be for reasonable wear and tear. If a stain can be cleaned, they cannot charge for a replacement.
Are landlords responsible for carpet replacement during a tenancy agreement? Tenants in long-term rentals can discuss replacing the carpet with their landlord. Unless the existing carpet is unusable, the landlord will usually ask a tenant to pay for a carpet replacement themselves – if they agree to a replacement at all.
Everyday maintenance is up to the tenant. Keeping the carpet clean, dry and free of dust is part of renting a property. Some landlords have inspections and fines if a carpet is not properly taken care of.
Remember that these principles can vary from contract to contract, so read your contract if you are unsure.
Whether you’re an owner or renter, a clean carpet is in your best interest. Bringing in a professional cleaner can keep your carpet fresh and lengthen its life. For an accredited, experienced cleaner, choose a National Carpet Cleaning Association (NCCA) member.
We vet and train all members, so you don’t have to spend hours searching for a cleaner you can rely on! Search our directory of trusted carpet cleaners to arrange a quote.
As an authority on carpet cleaning, we’re advocates of deep cleaning carpets rather than replacing them. However, nothing lasts forever, and there eventually comes a time when all carpets need replacing.
Wondering whether you should replace or book in a deep clean? Here are some signs that your carpet might be nearing the end of its life.
Rips in your carpet are difficult to repair. Old carpets are more prone to rips, especially on stairs or high-traffic areas. Not only are they an eyesore, but tears can be a trip hazard and can gather lots of dirt over time. If you’re struggling to decide when to replace carpet, rips can make that decision easier.
If you chose a cosy, fluffy carpet but now it's flat and scratchy, it might be time to replace it. Some carpets can even start to shed their fibres, creating a mess for you to clean up.
If you're unlucky enough to have a flood, this spells disaster for your carpet. It's very difficult to dry a completely saturated carpet, and it is likely to be irreparably damaged – not to mention the high likelihood of developing mould.
It goes without saying that carpets should be replaced after a fire. However, household accidents like dropped cigarettes, irons and matches can also cause smaller burns and melted patches. If you've tried to clean and repair these but your carpet still looks damaged, a replacement may be warranted.
Most carpets will fade over time, especially if they're in direct sunlight. Once your carpet reaches a certain age, it can be completely unrecognisable. At this point, some people choose to replace it with fresh carpet. Another option is professional cleaning, which may help restore some lost colour.
Over time, allergens build up deep in your carpet. They can be difficult to remove, but gradually release over time and make your family ill. Regular cleaning can prevent this, but if you've tried every cleaning option and you're still sniffly, a new carpet may be your solution.
Like allergens, bad smells can hide under the surface of your carpet and come back to haunt you. Not only is this unpleasant, but it can be a sign of growing bacteria that can impact your health. Replacing the carpet can help your house smell clear again. However, be sure to read our article on getting a musty smell out of your carpet.
Whether it's coffee, curry or a glass of wine, stains are an almost unavoidable part of life. They can be really stubborn, feeling like they've changed your carpet forever. Before you write off your carpet, it's worth asking a professional carpet cleaner to tackle stains – it might be salvageable!
Still not sure when to replace your carpet? A professional carpet cleaner may be able to breathe new life into yours. While cleaning can’t restore a worn-out carpet, maintaining your carpet on a regular basis will help it live longer and keep it at its best. Most importantly, a thorough carpet cleaning is significantly cheaper than a replacement.
With the National Carpet Cleaning Association (NCCA), finding a trusted carpet cleaner takes a matter of minutes. Every NCCA carpet cleaner is accredited, experienced and insured, with contractors across the UK. So, you can find top-rated carpet cleaners in our directory, simply by entering your postcode.