Stop Making Redo's
  Master 5  elements to stop redo's forever. And Turbo boost your Boss  Partnership.    

Here Is All You Need To Know To Eliminate Redo's From Your  Business.
By Mike Ochoa

     Mike Ochoa

This one of my favorite subjects.  How do you stop Redo's from occurring?

I have coached many technicians over the years on this topic. On this page, I want to define it to a whole new level for our National Partners.

And I want to stress to you that a lot of what you will learn here is :

"How a customer thinks".

I really believe one of the biggest mistakes carpet cleaners make is that they  "think like a tech".

Or they "Think like a business owner".

The reason the national chains like Stanley Steamer and Zero Rez are so successful is because their entire
business model is based on how "a customer thinks".

That is why on all of our technician uniforms their is the code TLAC on the sleeve of our shirts.  This stands for

If you understand how a customer thinks and you perform your work through the eyes of a customer . I believe you can make life changing moves to radically reduce your redo percentage . And also dramatically increase your business.

 What I am going to share with you on this training page is what the best techs in this industry already know and utilize....

First I want to emphasize 4 very major points for you.....

Customers mostly only complain when they feel they did not completely get what they paid for.
This is not always a reality. Sometimes its just a perception. But its a perception  WE CONTROL.

A redo is an uncomfortable inconvenience to the customer,  just as it is for you.  (I know its easy to buy into the : "this customer is just trying to take advantage of us" mindset........But ask yourself ....How happy would you be, if you had to drive all the way back to the carwash after driving all the way home and realizing you were not happy with the results.   ...the truth is, customers hate dealing with redos!!

Believe it or not,  most customers are reluctant to complain. (In our industry) Ill explain more later.

It is possible to reduce your redo percentage to 3%  ....3 redo's for every 100 jobs completed.

All carpet cleaners hate Redo's , its a fact that will never change. In my 25 year plus, career at Boss I have worked with and trained  hundreds of Service Techs.  A lot of my beliefs and ideals were developed by "profiling" what the best techs at Boss did on a day to day basis. What I'm going to teach you is over 20 years in the making....

In our companies history, I have witnessed 5 Boss techs go over a year without a Redo. They all had the same things in common. They did everything I am going to outline on this page...and they did it instinctively.

You can master and teach yourself to do what they did naturally.  It just takes a commitment on your part to believe and try what I will teach you here...

First of all I want stress that there are 5 elements that create (or prevent) redo's. Each are very critical.
If you fail at one of these elements, redo's will continue...

 The Big  5 Elements       

1.) Your workmanship.
2.) The 70/30 rule.
3.) The care and concern you demonstrate to the customer. I call this "conscientiousness."
4.) The involvement and "Assessment permission" you create for the customer during the job
5.) Resolution.

Let's define each element:    

Your workmanship.

"The invisible assistant"

I call your workmanship "The invisible assistant".

When you wow a customer with your cleaning results , you create an aura about you. I am not talking about doing a "good job" . I'm talking about really wowing the customer, making them get that I can't believe it look on there face.

When you do this the customer almost automatically puts you on a pedestal in their minds. 

Your workmanship becomes this invisible assistant that is whispering in the customers ear about how "elite" you are. "How special and different" you are.  When you achieve this , the customer now trusts you to an entirely different level.


Your workmanship has 3 elements:
  Your thoroughness.
At what point are you happy with the results? Remember: if the carpet is lighter then the regular color of the carpet that's wear. We can't put color back into the carpet to correct that. But, if the color of the traffic area is darker then the regular color of the carpet that's buildup. and we should always be able to get that out. You must develop a keen eye for what looks good and what doesn't. Remember with carpet upholstery and area rugs...if it looks dark when wet , it will look even darker when dry.  Everything should look great when it is wet. Never think "it will look better when it dries".
The only thing that ever looks better when it drys is grout.
  The quality of your products.
And your product knowledge. Do you know how to boost your cleaner when need be? Are you stocking the right spot removers?
  The quality and effectiveness of your equipment.
Is your temperature right? Is your vacuum strong? Are your wand jets spraying correctly? Maintenance and equipment checks are essential to ensure our quality.

The 70/30 Rule.
The 70/30 rule is very key....

It states that you should spend 70% of your time on the 30% of the carpet /tile/upholstery that is very dirty.

Let's use carpet as the example:  On most jobs its about 30% of the carpet that is visibly dirty. Usually walkways and traffic areas. These are the areas that the customer is going to judge our results on.

This 30% will determine if our customer is happy and loyal to us. We must spend 70% of our time on these areas. Everything else we give a good once over and blend it in.

When you go into a home, get clear on identifying the 30%.  I have even known some master techs who would use there hydrosprayer to "mark"  or "outline" the carpet as they are spraying to remind them of the 30% they need to really focus on.

Your customer is not going to brag to their neighbor how well you cleaned under the couch..(They just want to know you did clean under the couch).

They will brag about how well you cleaned the entry into their family room!!

Customers judge us on the 30% that was obviously, undoubtedly, visibly dirty!

Get great at nailing these areas.. That is what you will be judged on.

Care and Concern
Respected Partners please never lose sight of this....

The major advantage we have at Boss Optima is that our organization is a group of business owners who have a stake in our companies success.

Because of this we should have a higher level of care and concern for the customer, then what an "employee" can give.

You must be conscientious of this every day.  Show your customers you care (more then they do) about the job you are performing for them. Treat them as a valuable person who we are grateful for. Customers will always feel this if it is sincere and genuine. And they will appreciate us on an entirely new level.

Sometimes redo's are created not because we did not follow procedure or clean correctly. But because the customer did not feel they received your best effort....In other words ,  they did not feel you cared enough. So their mind creates doubts and questions as to whether they got what they paid for.  Remember: they don't know the professional techniques and strategies of professional cleaning. Their trusting you to know this. And to apply this knowledge.  This requires trust on their part...

Ask much would you trust someone you felt didn't show care and concern for you?

Showing care and concern are as important as any cleaning product or cleaning technique. The reality is their are going to be times where we can not clean a spot or stain. At that point the customers satisfaction is based on the faith they have that you did all you could.....That faith is tied to the care and concern you showed for them.

This can not be faked , either you sincerely care....or you don't.


Assessment And Permission

One of the real secrets of our industry (That most carpet cleaners do not realize) is the fact  that a lot of customers are extremely reluctant to tell you what they really think of you and your workmanship.. (Especially if they are not happy with their service).  The fact is , your work is a reflection of you and most customers feel that if they criticize your work, they feel they are criticizing you personally. This can make a customer very uncomfortable.

(When you factor in that customers on a certain level views you as a "guest" in their home , this can be even more uncomfortable for them.)   They will simply be polite, gracious and maybe make a comment about something they are not happy with. BUT THEY WILL NOT USUALLY SHOW YOU THE DEGREE THAT THEY ARE DISPLEASED .

This creates a real challenge to you because the customer is not typically going to give you accurate information about   what they really think..

I can not tell you how many times a redo could have been avoided if the customer would have simply had the courage to tell the tech what they really thought of the cleaning result. Unfortunately this simply does not occur..


Assessment permission is a professional technique which encourages the customer to feel comfortable telling you what they truly think of the results you are achieving. This is critical to our success.  If you view our business as a business of "creating fanatical customers" then you can see how important it is that we get good honest feedback while we are performing the service..



So, how do we use this technique? With  3 easy steps..........

1.) When doing your walkthrough tell the customer that you are going to ask them to please evaluate each room or item when you are finished with that area/item.  Tell the customer  that everybody has a different idea of what a "great  job" is. And that you ALWAYS ASK YOUR CUSTOMERS TO EVALUATE EACH AREA YOU CLEAN to make sure their happy before you continue to the next area/item.  Encourage the customer to give you a "stamp of approval" as you finish each area.. 

Be sincere and let the customer feel how important this is to you.
2.) As you finish each area/item. Call the customer over and use tell them:  "Ok can you please take a look at that room and make sure  everything is to your satisfaction".
3.) If the customer voices a concern, be very careful not to be defensive. Instead, show concern and care and try to demonstrate that you will touch up an area with no resistance.  Customers love this . And more importantly, they will now feel comfortable telling you when something concerns them. BECAUSE YOU HAVE ENCOURAGED IT.
Giving the customer permission to assess your work is crucial to eliminate redo's..

The best techs do this religiously..

There is also a nice side effect of doing this over and start to really understand what pleases customers because you are getting so much great accurate feedback , job after job.

Always give the customer permission to evaluate your work..

 I am your customer and I have a secret.

Every time you come into my home, I am afraid to tell you what I really think. I am afraid it will insult you. I am afraid you will "take it personally" , if I tell you that I am not really satisfied with something. So, I tend to downplay issues that concern me. I am much more comfortable waiting for you to leave and then just calling the office and talking to them. The only way you can ever truly "wow" me or really impress me is  to first make me feel comfortable telling you what I really think. I would love to do that , but you must first reassure me that it wont be awkward or uncomfortable. Believe me it would be far more  convenient for both of us if I could just tell you now, while you are already in my home.

Here Is a great analogy of what I feel when your talking to me... How comfortable would you be standing in front of a chef (just you and him), while he is asking you to taste his food. How comfortable would it be for you to tell him you don't like the taste...Or even that you hate it???

I don't want a redo any more then you do. But you have to help me with my fear by encouraging me to give you feedback often.  The more you ask....the more comfortable I feel...

Now ask yourself....which chef would you rather have cook for you? 
The one who never asks how it tastes?
Or the one who is passionate about making sure you love the taste??




This is huge..... Resolution is the act of convincing the customer   (during the service)   of the following 4 things.

O-You really care more then even they do.  And you have blatantly demonstrated this.

O-You are much more professional and skilled then a regular tech. You are elite.
Can you see why your shirt untucked would work against you in this area? Or dirty equipment? or sloppy procedures?.  I can't tell you how many redo's I have seen created simply because the customer felt "she got a rookie tech"  because he didn't look or act as professional as the guy she was expecting.  And he doesn't seem as professional as what the salesperson said he would be.

You have to look and act the part of a master tech.  If you give an indication of being not elite, this will lead to what I call  "Perception Redo's".

The customer will simply think "I think another tech could do better then this guy"

The best technicians constantly reinforce the idea that : " If I cant do it nobody can."  And when that resonates with a client , they will have the peace of mind, that whatever result does get achieved, its probably the best that was possible.  And they do not call for a redo.

The best technicians still fail sometimes. But the difference is they fail amazingly. They fail in a way that still impresses the client.  They show care, concern, and a dominant can do attitude. The client just wants to know :

Your the best.
You care even more then they do.
You used all your bullets.
There is nothing left to try.

O-You tried everything humanly possible.
And she was right there on the journey with you to witness it. if the customer is not on the journey with you, you leave room for doubt.  Again this refers to you keeping the customer involved and witnessing when you try different strategies to clean an area.

O-There is nothing left to try.
And the customers believes you because she views you as a Master Tech who has shown more care and concern then anybody she has ever had in her house! And she was on the journey with you. Always make your customer a witness as you are cleaning. Call them over each time you make a different attempt.
All has been discussed . At the end of the job we completely discussed what we were not able to remove and the customer has peace of mind that all that could be attempted was done. When you do all of these things we get resolution.  The customer believes they had a master tech in their home who was more skilled then a typicall tech....he did everything he could....and their was nothing left to try...

Why would you call for a redo?


Eliminating Redo's is as simple as perfecting the above 5 elements.

Mike Ochoa