Ready for another Carpet Cleaning Nightmare story?
The second company sounded more promising at first. Their telephone courtesies were somewhat better but not anywhere near what they should be. This company gave us a 2 p.m. to 5 p.m. arrival window. At one o’clock the consultant called to check on the arrival time. “Toward the latter,” he was told.
At 4:10 p.m. he called again. “The crew is still at their previous job. They should be about an hour.”
At 5:10, still no crew. Another call revealed that they were still at the previous job. When pressed, the operator said “Well, their previous job went from two rooms to two houses.”
“Oh, so you took on more work on your previous job and bumped me, huh?” the consultant replied.
“Let me get the Operations Manager.”
The so-called Operations Manager said, “It’s only 5:10,” insinuating they weren’t actually late. They couldn’t give a specific arrival time, so our consultant cancelled the job. If a company doesn’t care enough to communicate with the client, turn down extra work, and offer alternate arrangements for their clients, they don’t deserve the work, no matter how good they are. If you’re not there, you can’t very well do a good job, now, can you?