Management need a lesson in Dispute Resolution
After explaining to the technician the need to be very careful of the irreplaceable glass in an antique which managed to get chipped during the Aero cleaning process and the fact that I
managed to lift soil from the carpet with close to a full roll of paper towel after the technician left, the manager was Rude, Defensive, Judgemental and Lacking of knowledge of Customer Service when she addressed the problem. A customer should never be blamed and any individual knows that there are two sides to a story, or they should not be doing business.
- Approximate cost of services:
- $200.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Our technician did a very good cleaning job. This customer phoned to say she stopped payment on the cheque our services. Our technician spent over two hours cleaning her carpets. Customer said our technician chipped glass at a height of 5'8" (her eye level). There is no equipment that we use that could cause this type of damage. This customer was very rude and would not listen to reason as she said our technician's watch probably damaged the glass. Whereas our technician does not wear any jewelry.