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All posts in “Carpet cleaner Melbourne”

carpet cleaner Melbourne budget

Carpet Cleaner Melbourne: Budget Double Trouble

Tales from a Carpet Cleaner in Melbourne and Beyond

So a funny thing happened to me at work today……

Carpet cleaner Melbourne callLast Monday morning I took a call from a customer who was very upset.  She had hired a budget carpet cleaner Melbourne, who had destroyed her carpets (over wetting by the sounds of things) and she wanted to know if I would come and have a look. I told her not to worry, I was sure I would be able to help her and make the carpets look a whole lot better.  Without seeing the carpet and the damage the other carpet cleaner  had done, I couldn’t really quote over the phone, but I gave her a ball park figure, she was happy and I arrange to see her on Wednesday morning.

The following day……

On Tuesday morning she phoned me to say she had been called into work unexpectedly on Wednesday and wouldn’t be available.  She apologised and said she would call to reschedule in a couple of days.  Nothing unusual about that – it happens. Although I was a little disappointed as I was dying to see what damage had been done and I always like being given the opportunity to educate my customers on the difference between a budget carpet cleaner Melbourne and professional carpet cleaner Melbourne.

 Keep calm and check your insurance policy!

This mCarpet Cleaner Melbourneorning I received a call from a very agitated customer, who was sounding very upset.  She proceeded to accuse me of destroying her carpets last Tuesday.  She said she had called me to fix the mess another carpet cleaner made and now I had destroyed her carpets even more. My blood ran cold, a thousand questions ran through my head, I took a deep breath, trying to stay calm and wondering if my insurance would cover it.  I had never been in this situation before!

 

 

Which carpet cleaner Melbourne is this?

I quickly checked my booking schedule for last week and saw that I had a commercial booking last Tuesday morning. That was odd she was insisting it was me and all my fault. When I could get a word in, I finally got her address details and realised that she was the one who had cancelled the booking I had made for her on Wednesday.  Then the penny dropped and I couldn’t believe what I was hearing.  This customer had booked a budget carpet cleaner who destroyed her carpets and then decided I was going to charge too much to fix the damage so she called another budget carpet cleaner to fix the damage of the last one! Now she was probably going to have to replace the carpet altogether!  Once I explained to her that she had called the wrong carpet cleaner Melbourne and she realised who I was, she very quickly hung up the phone with a horrified “I’m sorry, wrong person!”

You get what you pay for! Carpet cleaner Melbourne

I have said it before and I will say it again, if you are going to go for budget carpet cleaning, then you need to take into account the hidden costs and not just the carpet cleaning price. Carpet is very expensive to replace, so you must consider this outcome when choosing a carpet cleaner in Melbourne based on price alone.  I am not being alarmist, I have seen it first hand time and time again – carpets ruined and bond deposits lost due to inadequate training, experience and equipment. Not all budget carpet cleaners are bad, but any professional carpet cleaner, who has invested in training, industry certification, good quality equipment and chemicals, Health and Safety compliance and so on, cannot possibly offer the bargain basement pricing of these budget carpet cleaners.

Carpet Cleaner MelbourneIf this is a risk you are willing to take, then by all means go for it.  If you want high quality carpet cleaning by a professional with a satisfaction guarantee then contact Black Gold Carpet Cleaning, your local carpet cleaner Melbourne.  Granted our service costs a little more than the budget guys, but it isn’t a huge amount more and that extra $50 or so is well worth it for the peace of mind, first class service and unbeatable results – guaranteed!

Melbourne carpet cleaner

Do you review? Reviews of your local Melbourne carpet cleaner can make a difference.

Melbourne carpet cleanerMelbourne Carpet Cleaner : Our mission…

At Black gold Carpet Cleaning and we pride ourselves on giving the best customer service possible.  Our mission is, to always exceed customer expectations with our friendly, professional, affordable guaranteed cleaning results. Hopefully by now you would have seen some of our reviews on our website or on social media such as Facebook or Google Plus.  We take a lot of pride in these Melbourne carpet cleaner reviews and very much appreciate our customers taking the time to leave them.

Melbourne carpet cleaner reviewPower of the Melbourne carpet cleaner review

Did you know that on average, most customers read about 2-10 reviews before making up their mind about a business? We have quite a few more than that and think that our carpet cleaning reviews are exceptional.  Having said that we assume that other Melbourne carpet cleaners probably have similar reviews.  However not a lot of Melbourne carpet cleaners have multiple reviews on multiple review sites.  Upon investigation it seems that, reviews are not at all easy to come by.  So much so that there is a thriving black market where you can buy testimonials for your business!! Reviews are powerful, they can make or break a business.  How many times have you checked Urban Spoon or Yelp before choosing a restaurant and been swayed by the experiences of past customers reported in their reviews? Many of our customers tell us that when searching “Melbourne carpet cleaner”, they chose Black Gold Carpet Cleaning, because of the testimonials on our website. In fact some studies have shown that 52% of consumers agree that positive reviews made them more likely to chose a business, as opposed to 28% who chose a business based on location or price.

What to look out for when reading reviewsTestimonilas for melbourne carpet cleaner

While it is not always the only indicator, reviews can give you a fairly good idea about a business.  52% of consumers say they trust on line reviews almost as much as recommendations from friends and family – as long as the reviews seem to real.  Some businesses will do anything to get in front of the competition, including buying fake reviews or testimonials. Things to look out for and be wary of, are lots of short one word “great job” type reviews or reviews in lots of different languages.  This may indicate reviews have been purchased.  Most customers who take the time to leave a review, do so because they have something important to say and share, they will leave at least a few lines. Also make sure that the owners of the business have actually taken the time to respond to reviews by their customers, especially any negative ones.  The way a business owner/manager responds is a pretty good indication about their business and their attitude to customer service.

Melbourne carpet cleaner reviewsIt’s up to you!

As a customer your opinion counts and feedback is essential for any business to ensure they are meeting (or exceeding!) their customers expectations. Not only do these reviews of Melbourne carpet cleaners, help with marketing and search engine ranking, they also give Melbourne businesses unique feedback on areas they are performing well in and those that could do with some improvement. There is a old saying, ” a happy customer will tell 2-3 people about their experience, however an unhappy customer will tell 8-10 people.” So next time you hire a carpet cleaner in Melbourne, make sure you leave them some feedback**, it will help them and their future customers. I do however ask that if you have a negative experience, please try to leave a constructive review, rather than an angry rant, or better still give the business a call and at least afford them the opportunity to rectify the issue first. If they don’t grab this opportunity to fix their mistake, then perhaps a written review is in order.  Just remember your online review is online forever.

One of my favourite reviews…this one was left by a customer on holidays in Vietnam.  We cleaned the carpets in her Malvern home before she went away. At the first internet cafe she found, she wrote this review.  Now that is dedication! More reviews can be found on our website or on our Black Gold Carpet Cleaning Google Local Page

The dream team! Therese and Yasser are not only super lovely people but are a pair of true professionals. A friendly chat and very modest quote from Therese over the phone was followed by great service on the day by Yasser that made the characteristically stressful event of moving house that little bit easier. Our rental property was old, so the carpets were, as Yasser put it, quite ‘dead’. Nevertheless, the carpets looked great afterward, and we almost couldn’t recognise it. Thanks again for your great service and we look forward to booking you guys again sometime. All the best, Nelle & Dit”

**Reviews can be emailed directly to the business, left on social media such as Facebook, Twitter and Google Plus (you may need an account to leave reviews on these platforms) or on third party review sites such as True Local, Yelp, Start Local, Service Seeking, Hot Frog, etc.

Did you know…….

customer service facts from Kana Research

  • 68% of customers defect from a business because they feel they have been poorly treated.
  • For every customer who complains another 26 unhappy customers remain silent
  • It takes about 12 positive experiences/reviews to make up for one bad one
  • About 20% of “wronged” customers will tell more than 20 people about their experience.
  • 91% of unhappy customers will not do business with you again
  • 95% of unhappy customers who complain will do business with you again if you resolve the issue immediately.
  • It costs about 5-6 times more to win a new customer than it does to keep an old one

 

To always exceed customer expectations with our professional, friendly service and affordable, guaranteed cleaning results – See more at: http://blackgoldcarpetcleaning.com.au/about-us/our-history/#sthash.4Lf20P0E.dpuf