Benefits of Repeat Business by a Carpet Cleaning Firm

What are the benefits of repeat business? (Question from eLocal blog)

What are the advantages of consistently working with the same professional? Do you offer discounts for repeat customers or faster service? How do you, as professionals, try to ensure that you establish long-term relationships with clients? Are there times when you won’t work with a customer again? What can customers do to keep good relationships with their favorite professional?

Answer: (as a eLocal expert vendor)

From the perspective of a service professional:

I like repeat clients! I like the ones that appreciate the service I provide and the ones that pay timely.

·         It saves me the acquisition cost of the new client.

·         My crew is familiar with them from having serviced them previously.  They obviously had a good experience from the previous time, or they would not have called again to be serviced.

·         Since we are a cleaning and restoration firm, competition is fierce and people often go for the cheapest cleaner.  We happen not to be the cheapest and thus it validates the value proposition that we put before our clients.

·         With repeat clients one builds a valuable relationship which extends to referrals and more business.

·         I approach my clients not a cleaner, but a solutions provider.  I want them to call me not just for their carpet cleaning needs, but advise on anything that pertains to their home or business and the maintenance of their properties.  This gives me the opportunity to serve them in more areas.

·         If I bring value to them, when there is a need for a vendor when they have a water damage or fire/smoke damage (where the scope of the work) is much more than Air-Duct cleaning, we both benefit from the repeat business.

·         When I have serviced a client before, I emotionally want to make sure they are a valued more.  I appreciate their business more.  It comes naturally to me.

·         I would gladly offer a better price to someone with I continually do business and have a relationship.

To establish a better relationship with our clients, we follow-up after each job how they were served.  We send them a Thank-you card after the follow-up call.  If we have their e-Mail address, we will also send them a brief questionnaire to see how our service was with the simple question, if they would use us again or not.

When clients do not pay for one reason or another, we will mark them not to be served again in our systems.  Very few have called back over the years.

From the perspective as a customer:

I have a HVAC contractor who served me well last year.  A few years back a plumber served me well.  I have a “handy-man” who served me well.  I pay these folks timely and they give me a great price.  I use them in my business to serve my clients.  Since I have established a good relationship with a few of these folks, they give a little extra attention to my clients.  This is a win-win for my clients, the vendors I personally use and an opportunity for me to be profitable.

How much does it cost to repair a leaky toilet

Answers to questions I was asked by a reporter:


On average (as I realize each situation is unique) how much might it cost to have a leaky toilet repaired? Let’s say there’s a crack in the tank or the plumbing is dripping somehow and although it’s not a major leak at this stage, still should be repaired.

To repair a toilet (ceramic tank and bowl) may not be a good idea.  In my opinion, it would be better to replace.  Depending on where you live in the country and type of bowl and tank you purchase from the hardware/appliance store, the cost of the toilet could be as low as $99.00 and up from there.  Installation may cost about $150.00 +, often larger stores may offer a discounted installation cost as well.  If it is my house, a crack in the tank would mean replace the tank (if possible), otherwise the whole unit.  Some toilets and tanks are 1 piece.  I try not to do these type of repairs myself, I hire a plumber for such repairs.  (I consider myself quite handy, however some things I prefer to have a pro do.)

More often than not, I have observed that the “supply line” to the water tank develops a hole.  If it is a slow leak, I would get that replaced or replace it myself.  These are easy to do and readily available.  I would replace with a metal braided supply line.  They tend to hold up better in the long run.

How much might it cost to do a major toilet repair? The tank cracks, the plumbing that was leaking just a little is not a faucet, etc.?

Cost of toilet as little as $99, cost of install depends on the market, here upwards of $150.00.

   

How much might it cost to replace a blown (and spewing water) washing machine hose?

To replace the hot or cold water supply line to the washing machine is cheap.  The hose will cost as little as $7 at a hardware store.  I would not recommend them to anyone.  I would encourage the use of the metal braided ones.  Now there are metal braided with auto pressure shut off in case of a  rupture.  I have these at my home, each cost about $20.00 each.  If a person can install a garden hose, they can install these.  Only difference is they need to use plumbers tape. (Readily available at the hardware store for about a $1.00) Just wrap a few times (2 to 3) over the threads where the hose connects on each end, and you are good to go. 

Now let’s talk about the damage the ruptured hose may cost. (which is what we often assist clients with)

Scenario 1.: House built on a slab foundation (with no basement).  Depending on where the laundry room is located and what kind of drains are in the room.  If there is a floor drain, the room may get a little wet.  Some drywall may get wet and will need to be dried out.  This may cost about a thousand or so or less, depending on the situation for water damage restoration.

Scenario 2a.: House has a basement and the washer unit sits in the basement in a well drained utility room.  Similar to above, because the water would drain out fairly easily. Cost could vary.

Scenario 2b.: House has a basement and the washer unit sits in the basement in a not so well drained area.  This could propose quite a problem, since the carpet in the basement would be wet and water would wick up the drywall.  Drywall would need to be dried out, base trim and all materials would need to dried to prevent fungal growth.  Depending on the severity, cost could range upwards of $1,000.00 to dry out + cost to rebuild if necessary.

Scenario 2c.: House has a basement and the washer unit sits on the main floor with a finished basement.  When a flood happens in this situation, generally this is quite extensive and expensive.  Cost could easily go upwards of $2500 depending on what is damaged + rebuild costs if necessary.

Scenario 3.: House has a finished basement, main level and floor above the main level and the washer unit sits on the top floor.  These turn out to be quite expensive since the water will run down through the floors and the walls causing extensive damage to walls, flooring such as carpet etc.  Cost could easily be about $2500+ per floor to dry out and then the cost to replace and repair damaged structure and the contents.

Similar costs structure if it were a toilet and its location.

How much might it cost to replace rubber washing machine hoses with steel braided ones?

Note the beginning of the point above. If you do it yourself, $20.00 + for the cost of the hose; if you hire a plumber, I assume they would charge a minimum rate of about $150.00 and that is dependent on what area of the country.

How much might it cost to install an auto shut off calve with an audible alarm on a washing machine or dishwasher hose line?

I really have no idea.  However pressure sensitive auto shutoff metal braided supply lines cost about $20 a piece and higher, dependant on the length etc.

If a hot water heater starts leaking, is it (in general) able to be repaired or is a new one usually the only option?

These are not generally repairable, it is time to get a new one and replace the old, especially if it is leaking on the hot water side with hot water/steam.  This is potentially a dangerous situation because hot water evaporates quite rapidly and can cause fungal growth quite rapidly.  We are currently remediating an unfinished basement that had the hot water heater rupture when the tenant was out of town.  2 days later he returns to a incredibly contaminated basement.  The basement looked like a Petri dish full of fungal growth.  It will be restored, but will cost the client in the vicinity of $10,000.  If my hot water heater leaked, I would replace without a question.

On average, how long do hot water heaters last?

Hot water heaters come with various “warranties”.  I am not an expert on their life, but I do know that the better the warranty, the better the product.  Warranties generally are 6-10 yrs. A hot water heater’s life can be elongated by a handful of things.  If you live in a hard-water area, install a water softer or related appliance.  This reduces buildup of sediment in hot water heater and pipe oxidation/buildup.  The second thing one can do is to drain the hot-water heater periodically based on manufacturer directions to drain it of the buildup in the bottom of the hot-water heater.  This reduces corroded buildup on the bottom of the hot water heater.  Doing this procedure will also improve the amount of hot water you get from your tank and its efficiency.

A few other thoughts that may be helpful:

Slow leaks and the damage they cause are generally not covered.  Slow leaks are often the cause of fungal/mold growth around the leak causing wood rot etc.  Better to take care of it when it is a small problem, rather than wait for a burst pipe causing far greater damage.

If possible as in some of the new homes and newer plumbing systems, the pressure can be regulated and or reduced by simply slowing down from the breakaways from the main line, especially where water pressure is not critical.  I have done this and advise other of it as a simple precautionary thing to do.

How Should Homeowners Interpret Estimates?
For all contractors, designers and home improvement professionals, how accurate are estimates? Do most professionals shoot high and try to come in under budget? Should a homeowner expect projects to come in on budget or just near the budget? How should homeowners interpret differences between professional estimates?

Comment to the question:

Estimate: As defined by Merriam-Webster “to produce a statement of the approximate cost of” [among other things].  My approach to giving an estimate is as if I were the customer.  As a customer when someone tells me they estimate the cost to be $500 to finish project x, I take it at that.  If the vendor puts it on paper titled “Estimate”, $500 to complete project x; I read it as based on any unforeseen things, it will be $500.00 to finish that project.  If there are caveats of unforeseeable expenses, than I expect that discussion to happen during the “estimating” process.  When I give an “estimate” to the client, I let them know that this is only an estimate based on the scope of work described in the estimate.  Should other things arise, charges will be additional based on what arises.  Being in the cleaning and restoration business, to give an “estimate” to clean a carpet or air-duct is rather simple.  We are upfront with “based on the information you provided, we estimate the cost of x to be $ Y.  If our technicians arrive at the site and notice the scope of work outlined is different than on the work order, they are to call the office staff and expectations corrected.  Based on what is necessary charges may change and we communicate with the client before services commence.  How one communicates the word “estimate” is crucial to what a person may hear.

When a client asks for a bid on a certain project, it is generally do not exceed bid number that we give for the services requested and outlined in the bid.

Should a client want a proposal on what needs to be done, we discuss that and “propose” things that need to be cleaned and restored.  They may want something different than what we are proposing, we will create a bid based on the fine-tuning of the proposal.

When we perform restoration services, [unless a client is paying out of pocket], we use and industry-wide internet based software that has a initial day estimate, but by the end of the job will have a final billing.

Call it estimate/bid or proposal, communicating with the client and setting expectations of service is the key.  Over communicate with all parties involved, under promise and over deliver.

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