Post by whiteglovecleaning on Oct 5, 2009 10:39:12 GMT -5
Hi Everyone -
This is probably one of my first posts to the boards, but thought I would ask for some help with a matter involving a medical office client of mine (actually an ex-client). I apologize, in advance, if this is long-winded, but there is some background I felt would give the full picture. I would appreciate any advice or guidance!
I received a call about 4 months ago from a very small (under 5 employees) medical office for services. Essentially, the office manager told me that it was 'about 2 hours of work' to clean and do the usual things. They wanted a quote, so i had an employee familiar with business cleanings go do a walk through and find exactly what this business wanted done ( i would have gone, but was sick at the time). I reviewed the notes on the business and gave them a quote that was fair, and they told me they could not afford it - to be specific i quoted them around $50/cleaning (once a week) and they could only pay $30 (office consisted of small waiting area, staff area, break room, 1 rest room, 2 patient rooms, 2 labs, 1 dr. office and a hallway). The catch was that the doctor wanted a quote on her home (after we got started in her office) as well - and the office manager said that the home would also be regularly cleaned. I decided to do the $30 with the condition that we would have a window of only 2 hours, no more, to do the job. My thinking was that we could make up some of the differences in the doctor's home - which i was told was pretty large. I ALSO threw in a complimentary carpet cleaning (very small - maybe 500 sq ft of carpet) which we sometimes do for small businesses, as I am still trying to grow my business and it is a pretty nice incentive.
We began cleaning based on a list of items they indicated they wanted done weekly. I used the same employee each time - and initially it went well - they seemed happy. However, about 3 weeks into it, the doctor added numerous items to do including washing the doors to the offices, cleaning the plastic baseboards, the windows, etc...essentially - things we would be doing on a periodic basis (not weekly). I offered to set up a rotating schedule with them which was accepted. Remember - $30 per visit is all they are paying. After about a month I had not gotten any feedback on doing the doctor's home - but was getting even more things requested of us (sweep the front porch, clean chair legs...etc.). As I was deciding how to handle them - I get a call from the employee who was cleaning for them and she informed me she damaged a faucet BASE in one of their lab rooms. She had used a dilluted decalicificer (which we use just about everywhere) on it to remove the extensive buildup (we have very hard water and the sinks were about 10 years old, all with lg. calcium buildup and all with these holes at the base) and became concerned when a chunk of calcium came off leaving a hole in the base of the sink, just under the hot water faucet. I was at a job, but sent a quick email to the office manager letting her know I was aware and we would speak later that day. I also asked the employee to give me a written statement of what exactly happened, what she was using, the pre-cleaning condition of the sink, etc. I was told by the office manager that she would speak with the dr. to decide what they wanted to do. We continued to clean and after about a month of not hearing anything I inquired and she told me that they decided to sort of split-the-difference, so to speak, and that they would purchase the new sink base if I would have it installed. Although I supposed I could have argued it, I felt the offer was reasonable and accepted (this was in writing - over email). A bit more time went by and they were having no luck finding a sink base. I also found that each visit we made there I was actually loosing about $20 dollars after insurance pmts, payroll and supplies. They also had tried to keep my employee there after she finished her duties if she had not stayed exactly 2 hrs. Finally, I simply gave notice that we would not be able to service them and gave about three weeks notice (or three more cleanings). I included this notice with their bill for August, which was delivered on the last cleaning we did in August. We typically take in the invoice on the last cleaning of the month and pick up on the next cleaning. I received an email a few days after the notice was delivered and, essentially, was told that since i was terminating service to their office - they were not going to benefit from the complimentary carpet cleaning afforded to others so they rescinded their offer to purchase the new sink base and told me to buy the sink and have it installed asap.
After some thought I called a plumber, and we went to the office to have him look at the sink. I did this the same day she sent the email to me. He ordered the part and told me it would be a week. As we waiting for the part to arrive, we finished up our services and gave them a final bill, this was september 15. office manager told me she only writes checks 2 times per month, but if i left a self addressed, stamped envelope, she would mail out the check on the 24th.
Now jump to today, October 5 - I have not received payment for the final bill (which is due w/in 15 days of the date on it, which would have been September 30) and found out from the plumber that he got the part, took it to install and the doctor told him she didn't like it and to order another one (something about the faucet neck or something). So he did and the office manager told me the part didn't fit....hmmm. Anyway, to wrap it up - when i inquired about the final payment she told me that the doctor was withholding payment until the sink was repaired...something they had not mentioned until I actually asked. Technically, they are already considered late.
I have also found out that their part is now in and the plumber will install this afternoon.
My question to you experts is two fold - 1) do i have any options in collecting the money due, or do i have to wait until the sink is fixed - even though payment has already been arranged with the plumber directly; and 2) is there a limit to the amount of effort i have to have the plumber make to get this fixed, meaning - what if this 2nd sink part she finds a problem with - and sends him away to order yet another part (now i have paid for about 4 svc. calls and 2 parts so far, each more expensive).
Sorry for the long LONG story but i think it puts it in context. I have been nothing but completly professional and pleasant (I believe you kill more bees with honey...) and have always tried to accomodate not only her, but any customer. She however, insulted my business in front of the plumber on the estimate (a little tense, but i smiled and said to have a great day!) then on the final cleaning - she cornered my employee and questioned what she did and did not do (instead of just calling me, as i have told them to do should there be any concerns or problems).
Any advice?
This is probably one of my first posts to the boards, but thought I would ask for some help with a matter involving a medical office client of mine (actually an ex-client). I apologize, in advance, if this is long-winded, but there is some background I felt would give the full picture. I would appreciate any advice or guidance!
I received a call about 4 months ago from a very small (under 5 employees) medical office for services. Essentially, the office manager told me that it was 'about 2 hours of work' to clean and do the usual things. They wanted a quote, so i had an employee familiar with business cleanings go do a walk through and find exactly what this business wanted done ( i would have gone, but was sick at the time). I reviewed the notes on the business and gave them a quote that was fair, and they told me they could not afford it - to be specific i quoted them around $50/cleaning (once a week) and they could only pay $30 (office consisted of small waiting area, staff area, break room, 1 rest room, 2 patient rooms, 2 labs, 1 dr. office and a hallway). The catch was that the doctor wanted a quote on her home (after we got started in her office) as well - and the office manager said that the home would also be regularly cleaned. I decided to do the $30 with the condition that we would have a window of only 2 hours, no more, to do the job. My thinking was that we could make up some of the differences in the doctor's home - which i was told was pretty large. I ALSO threw in a complimentary carpet cleaning (very small - maybe 500 sq ft of carpet) which we sometimes do for small businesses, as I am still trying to grow my business and it is a pretty nice incentive.
We began cleaning based on a list of items they indicated they wanted done weekly. I used the same employee each time - and initially it went well - they seemed happy. However, about 3 weeks into it, the doctor added numerous items to do including washing the doors to the offices, cleaning the plastic baseboards, the windows, etc...essentially - things we would be doing on a periodic basis (not weekly). I offered to set up a rotating schedule with them which was accepted. Remember - $30 per visit is all they are paying. After about a month I had not gotten any feedback on doing the doctor's home - but was getting even more things requested of us (sweep the front porch, clean chair legs...etc.). As I was deciding how to handle them - I get a call from the employee who was cleaning for them and she informed me she damaged a faucet BASE in one of their lab rooms. She had used a dilluted decalicificer (which we use just about everywhere) on it to remove the extensive buildup (we have very hard water and the sinks were about 10 years old, all with lg. calcium buildup and all with these holes at the base) and became concerned when a chunk of calcium came off leaving a hole in the base of the sink, just under the hot water faucet. I was at a job, but sent a quick email to the office manager letting her know I was aware and we would speak later that day. I also asked the employee to give me a written statement of what exactly happened, what she was using, the pre-cleaning condition of the sink, etc. I was told by the office manager that she would speak with the dr. to decide what they wanted to do. We continued to clean and after about a month of not hearing anything I inquired and she told me that they decided to sort of split-the-difference, so to speak, and that they would purchase the new sink base if I would have it installed. Although I supposed I could have argued it, I felt the offer was reasonable and accepted (this was in writing - over email). A bit more time went by and they were having no luck finding a sink base. I also found that each visit we made there I was actually loosing about $20 dollars after insurance pmts, payroll and supplies. They also had tried to keep my employee there after she finished her duties if she had not stayed exactly 2 hrs. Finally, I simply gave notice that we would not be able to service them and gave about three weeks notice (or three more cleanings). I included this notice with their bill for August, which was delivered on the last cleaning we did in August. We typically take in the invoice on the last cleaning of the month and pick up on the next cleaning. I received an email a few days after the notice was delivered and, essentially, was told that since i was terminating service to their office - they were not going to benefit from the complimentary carpet cleaning afforded to others so they rescinded their offer to purchase the new sink base and told me to buy the sink and have it installed asap.
After some thought I called a plumber, and we went to the office to have him look at the sink. I did this the same day she sent the email to me. He ordered the part and told me it would be a week. As we waiting for the part to arrive, we finished up our services and gave them a final bill, this was september 15. office manager told me she only writes checks 2 times per month, but if i left a self addressed, stamped envelope, she would mail out the check on the 24th.
Now jump to today, October 5 - I have not received payment for the final bill (which is due w/in 15 days of the date on it, which would have been September 30) and found out from the plumber that he got the part, took it to install and the doctor told him she didn't like it and to order another one (something about the faucet neck or something). So he did and the office manager told me the part didn't fit....hmmm. Anyway, to wrap it up - when i inquired about the final payment she told me that the doctor was withholding payment until the sink was repaired...something they had not mentioned until I actually asked. Technically, they are already considered late.
I have also found out that their part is now in and the plumber will install this afternoon.
My question to you experts is two fold - 1) do i have any options in collecting the money due, or do i have to wait until the sink is fixed - even though payment has already been arranged with the plumber directly; and 2) is there a limit to the amount of effort i have to have the plumber make to get this fixed, meaning - what if this 2nd sink part she finds a problem with - and sends him away to order yet another part (now i have paid for about 4 svc. calls and 2 parts so far, each more expensive).
Sorry for the long LONG story but i think it puts it in context. I have been nothing but completly professional and pleasant (I believe you kill more bees with honey...) and have always tried to accomodate not only her, but any customer. She however, insulted my business in front of the plumber on the estimate (a little tense, but i smiled and said to have a great day!) then on the final cleaning - she cornered my employee and questioned what she did and did not do (instead of just calling me, as i have told them to do should there be any concerns or problems).
Any advice?