Stain Wont Come Out?

[Kevin]

You have just completed a large commercial carpet cleaning job. When doing the initial walk through the customer was very clear about a spot they want removed. In your estimate walk-thru you said no problem. Low and behold when you did the job you tried and tried and the stain would not lift. The rest of the carpet looks great. How do you explain this to the customer?

[RJ Cleaning]

what did you use on it to take the stain out, what kind of stain is it.
you could dye it, if needed.

[Kevin]

Hypethetical Question? What would you do?

[RJ Cleaning]

had this happen. this is how I do carpets.
first thing, always go for the stain first. thats what I do. and if the stain refuses to move, go to the customer and explain to them that the stain will not come out, and apologize. then ask if they would like you to proceed with the rest of the carpets. and if there was anything in the proposal or slip about the stain, rewrite in it, that the customer is fully aware of stain not being able to be removed, and has giving approval to continue with rest of carpet, then have them sign it.

[markcermak]

First, I would not have said "no problem" on the walkthrough, especially without testing the area in question.
Second, I would have explained the difference between a spot and a stain.
Under promise, over deliver.

[godofcleaning]

totally agree,would never say no problem without first doing a test and ensuring i can remove it.I learnt the hard way,when i first started i said them famous words to a client.Spent three hours on stain,couldn`t shift it and never got paid for job.A steep learning curve,but will never make same mistake again.

[blwago]

I always pre-qualify the difference between spots and stains so that the client's expectations don't go beyond what I can actually deliver.