New contractor doing a poor job. What to do?

Turbo Clean

New member
Hi All,

We recently lost a grocery store client and the contractor they hired is doing a really poor job (wand stripes up and down the entire sidewalk). How do I inform them that their new service provider is doing a crummy job (and hopefully earn back their business) without coming across like a scorned tattletale? Or should I leave them be, they probably see the stripes and will come around eventually? Or maybe they just don't care?

Thanks for taking the time to read my post.

-Luke
 
Luke, there's not much more heartbreaking in our business than going through what you're experiencing!

JMO, I wouldn't approach the former client at this time. As you stated in your post, I'm sure the client sees the same awful job and if they care about their business, they'll most likely be calling you back. You can always wait a little while then call them to see if you can be of any service to them...

Keep your head up brother!!!

Mike
 
I think it's best to let it sink in so the customer is frustrated with the new guy when you talk. Give it about 10 services before you call. Then if they haven't noticed the bad work you don't want them as clients. Good Luc.
 
How bout sending them a letter letting them know that you have always valued there work and if in the future there is anything you can do for them to please do not hesitate to call. This should make them at least ake them second guess there knew guy and take a look at what kind of job they are getting done for them now. Good luck


Mardie VanBree
www.naturalcleaningsystems.ca
 
Very good advice. That will keep an "easy" line of communication open to the client. They will feel more comfortable reaching out to you!!!

Mike
 
Just say hi. Let them know you are available and would like their business back. The only reason I would push the issue or show examples of the difference and how it's being clean now and your cleanings would be if the client is out of state or not local. They might not know or have even seen the new cleaning companies work

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We bid and exterior cleaning for a large department store in my area lost the bid by a substantial amount. I went by and looked at it as did several other contractors and all of us were blown away buy how bad a job they did and how many large noticeable areas they missed. I did email the customer to see if they wanted to get those spots fixed. I'm sure that I could have handled it differently or worded it better because I'm pretty sure that I came off unhappy with their quality of work with the person they hired

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Just my opinion...
On the regular customer you lost, just do a follow up call. Ask them how things are going, and let them know you would like to earn their business back. The worst they can do is tell you know, and most businesses consider it part of your job to follow up after losing an account. DO NOT BE CRITICAL OF THE CURRENT CONTRACTOR! Just call to see how things are going. They might decide it is worth going to take a look, and they can make the discovery.
On the big building, that is surely frustrating. I would do the same type of call. If I know the person well, you might mention that you noticed a few spots that the contractor had difficulty with, and you would be happy to take care of it. Odds are, if you can get that one little area, you will get the whole thing. Especially if you hit it out of the park.
 
Thanks for all the great feedback everyone! I think a friendly call is a great idea, but it's only been a month and a half since they went with another provider. I'm going to wait until at least another cleaning before I contact them (we shop at that grocery store all the time, so I can tell when it's been cleaned).
 
This has been a good thread! Just wondered, did they give you a reason for switching to a new contractor? Was it money? I'm interested as I'm going through a similar situation... I don't think the guy in my case is going to budge though because I got seriously undercut by a new company. He have you all overcome the client objection of money after being undercut?

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How bout sending them a letter letting them know that you have always valued there work and if in the future there is anything you can do for them to please do not hesitate to call. This should make them at least ake them second guess there knew guy and take a look at what kind of job they are getting done for them now. Good luck


Mardie VanBree
www.naturalcleaningsystems.ca

Absolutely. That is the professional approach.


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Just my opinion...
On the regular customer you lost, just do a follow up call. Ask them how things are going, and let them know you would like to earn their business back. The worst they can do is tell you know, and most businesses consider it part of your job to follow up after losing an account. DO NOT BE CRITICAL OF THE CURRENT CONTRACTOR! Just call to see how things are going. They might decide it is worth going to take a look, and they can make the discovery.
On the big building, that is surely frustrating. I would do the same type of call. If I know the person well, you might mention that you noticed a few spots that the contractor had difficulty with, and you would be happy to take care of it. Odds are, if you can get that one little area, you will get the whole thing. Especially if you hit it out of the park.
This is the move!

Sent from my SM-N920P using Tapatalk
 
Just my opinion...
On the regular customer you lost, just do a follow up call. Ask them how things are going, and let them know you would like to earn their business back. The worst they can do is tell you know, and most businesses consider it part of your job to follow up after losing an account. DO NOT BE CRITICAL OF THE CURRENT CONTRACTOR! Just call to see how things are going. They might decide it is worth going to take a look, and they can make the discovery.
On the big building, that is surely frustrating. I would do the same type of call. If I know the person well, you might mention that you noticed a few spots that the contractor had difficulty with, and you would be happy to take care of it. Odds are, if you can get that one little area, you will get the whole thing. Especially if you hit it out of the park.


I agree. Scott has us all beat on the advice on this one. And he has made a very important point, NEVER talk bad about others. You don't know the situation. I'd ask who has it and give them advice. In the future it's always better to be bidding against a good company.

Good luck
 
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