Mikey P
Administrator
1st timer today set up for a sectional cleaning..
1st clue something was off was a firm request for a 1pm arrival, no ifs ands or buts.
The permanent wheelchair and freshly divorced mentions we our second clue
We arrived a few minutes after 1pm with no mention of being late but greeted with a smile and plenty of conversation about all his musical instruments and unique artwork.
We get around to talking about his upholstery, he asks about methods and I explain how we offer them all and felt that a HWE would be best for his situation.
10 minutes later I ask him if "the office talked pricing with him" and he tells me "your girl said you'd be using a 3 step process that would not included water and she quoted me $225.
So now is where in his mind the bait and switch happened, I explain how moisture of some form is used in just about all options and that due to the complexity of the setup, type of fabric, furniture to be moved etc that it was going to cost a bit more than $225.
"Well how much?? he says in a tone that tell me I'm in trouble, so I go as low as I dare and tell him $250 (when I wanted to say $300) and instead of negotiating or asking for a discount he says " I don't want to do it, just forget it all.
and here is where I may have blown it.. I tell him "my office is not suppose to quote firm prices and always are to provide a price range" and he ruins my day with a "When MY secretary or office staff makes a mistake, I take the blame and fix the problem, I don't push it off on them."
At this point I tell apologize and offer to do the cleaning for $225 and he says no thanks no longer interested. to which I reply, you know sire I'd rather clean your upholstery for free than have you angry at us..
I'd rather be angry....
I apologized again and left as I could see there would be no charming my way out of this situation..
This guy was a very unique situation but it has me thinking..
Phone quote mishaps, I'm sure the whole industry deals with these problems at some level. Room or square foot, there will always be some misunderstandings.
In this day of Internet reviews and reputation would we be better off just apologizing for the miscommunication and always providing the cleaning at the price they hear or think they here or should we stick to our guns and negotiate? (some would say argue)
I know what Ken Snow would say...
1st clue something was off was a firm request for a 1pm arrival, no ifs ands or buts.
The permanent wheelchair and freshly divorced mentions we our second clue
We arrived a few minutes after 1pm with no mention of being late but greeted with a smile and plenty of conversation about all his musical instruments and unique artwork.
We get around to talking about his upholstery, he asks about methods and I explain how we offer them all and felt that a HWE would be best for his situation.
10 minutes later I ask him if "the office talked pricing with him" and he tells me "your girl said you'd be using a 3 step process that would not included water and she quoted me $225.
So now is where in his mind the bait and switch happened, I explain how moisture of some form is used in just about all options and that due to the complexity of the setup, type of fabric, furniture to be moved etc that it was going to cost a bit more than $225.
"Well how much?? he says in a tone that tell me I'm in trouble, so I go as low as I dare and tell him $250 (when I wanted to say $300) and instead of negotiating or asking for a discount he says " I don't want to do it, just forget it all.
and here is where I may have blown it.. I tell him "my office is not suppose to quote firm prices and always are to provide a price range" and he ruins my day with a "When MY secretary or office staff makes a mistake, I take the blame and fix the problem, I don't push it off on them."
At this point I tell apologize and offer to do the cleaning for $225 and he says no thanks no longer interested. to which I reply, you know sire I'd rather clean your upholstery for free than have you angry at us..
I'd rather be angry....
I apologized again and left as I could see there would be no charming my way out of this situation..
This guy was a very unique situation but it has me thinking..
Phone quote mishaps, I'm sure the whole industry deals with these problems at some level. Room or square foot, there will always be some misunderstandings.
In this day of Internet reviews and reputation would we be better off just apologizing for the miscommunication and always providing the cleaning at the price they hear or think they here or should we stick to our guns and negotiate? (some would say argue)
I know what Ken Snow would say...