Home » Carpet Cleaning » Troubleshooting
Most of our Manufacturer Service Partners have Technical Services Managers (TSM) or Representatives, CMG offers advice on an adhoc basis to them when they do not feel they need us to attend personally. At other times CMG may be called upon to attend a site/problem with the TSM to offer practical solutions and or carry out trial cleans etc.
Principal Behind The Service
- We are acting on behalf of the Manufacturer
- Without exception we are promoting the interests of the Manufacturer
- We will do nothing to compromise the relationship between the client and the Manufacturer
- Our sole aim is to resolve the client complaint/issue to the satisfaction of both parties
Specific Insights
We understand that the complaint/issue can be very emotive to the client and there may be many facets to the complaint with hidden agendas and politics to be aware of. It is therefore critical to listen very carefully to what is being said, to ask lots of questions, and to only offer an opinion/potential solution once we have considered the ramifications of doing so.
99% complaints we attend on behalf of TSM’ will be cleaning and maintenance related.
Practical
CMG Troubleshooters will always make sure we are properly briefed on the background, nature of complaint, politics surrounding it etc.
We will take everything that we believe will be required to carry out a successful trial clean/appraisal of the complaint, including machinery, chemicals and consumables. We will not be talked into doing large trial cleans, a small area to establish what the problem is will suffice.
Our troubleshooting experts do not expect the client to be happy that we have solved their complaint, it may well have been festering for months. The incumbent cleaning contractor (who may be present) may have been telling them it is a fault with the carpet/floor and with their 30 years of experience they should know. Unfortunately their 30 years of experience may mean their methodology and equipment is 30 years out of date.
We will endeavour to offer positive solutions not negative appraisals.
CMG will if appropriate offer to get involved in the solution, supplying training to the cleaners or up to date equipment such as Host or Microwash Microfibre Equipment/ Electrolytic Cleaners. We will be happy to quote for a restoration clean or supplying a tailored maintenance programme.
We will not be surprised if the client does not take up any offer of help. They may well have been trying to get a free clean, or change of carpet because of poor colour choice etc.. There may be no budget for cleaning. Some companies can always find the funds to replace flooring but none to maintain them.
The key thing for CMG is that we professionally resolve the complaint for the Manufacturer.
What Next? - Find your Nearest CMG Supplier.
