Do you treat small jobs like big jobs? At Black Gold Carpet Cleaning Melbourne, we strive to maintain consistently exceptional customer service, no matter the size of the carpet cleaning job. One thing I have learned from life experience, is to apply the same enthusiasm and passion to each and every job. No matter how big or small, no matter how profitable, all leads are good leads and all carpet cleaning customers have potential for repeat business.
Carpet cleaning can be unpredictable….
A few days ago, I had a free morning and was looking forward to a bit of a sleep in and a lazy start to the day. You know that delicious feeling of not having to be anywhere in particular after a frantic week of work? Just as I was pouring my morning coffee, I received a call from a distressed carpet cleaning customer in Brighton. She had spilled a couple of drops of ink on her valuable cream coloured wool rug. and wanted to know if I could come right away. This was a new customer who had found me via an internet search for “Melbourne Carpet cleaning”. So while I was a little disappointed to be called out, I was glad to know my marketing was starting to work.
I admit, at first, I was tempted to pass on the job as it was a lot of effort for very little return. After all, I was really looking forward to my coffee and catching up on the news. However the Brighton customer was quite panicked and kept asking me what she could do to remove the stain herself. Knowing how difficult it is to remove ink, I advised her not to touch it and I would be there shortly. Ink is one of those stains that can be made much worse if you don’t have the right knowledge and equipment. You should always call a professional carpet cleaner to remove ink stains.
On with the job……
Reluctantly I climbed into my van and headed out to the customer’s Brighton address. As predicted it was a very small job and I managed to remove the stain in about five minutes. It took me longer to set up and pack up than to remove the actual stain. The customer was so happy with the result, it was worth missing my coffee just to see her reaction. This also reinforced for me that in Melbourne, carpet cleaning is very competitive, so I am grateful for all work that comes my way.
Small steps to big rewards……
The biggest surprise for me was still to come. Once I had removed the stain, the customer asked me to quote on cleaning her seven seater fabric lounge suite, five seater leather couch, three rugs, seven rooms of carpet and a staircase! I provided her with my quote and she accepted on the spot and booked me in for next week.
You never know where a job will lead and the referrals it can provide. It is important to give consistent, quality service and results every time, no matter who the customer or how small or large the job. This Melbourne carpet cleaning job started out as a minimum charge call out and ended up landing me one of the biggest residential jobs I have booked so far this year.
Being stain removal specialists, many of our smallest jobs are the ones with the biggest “Wow” factor and the ones that end up starring in our many before and after photos. You can see many of these examples of our work on our Facebook page.