Go look at the job

We're serious about quality, and about customer service.  So when a client calls about a deficiency or a concern, we take it seriously, and generally head out to look at the job.  My customer service rep does most of our daytime visits (in addition to visiting every client at least monthly), my operations manager does a lot of both routine and issue specific inspections in the evenings, and I visit clients as well.  We keep a pretty good handle on our client facilities, and are aggressive about recording everything, and doing follow-up.

So when the small once-per-week schedule client called, and claimed that a dead cricket had been on the carpet in the middle of her closet for weeks and weeks, I dropped by.  Seemed like something obvious enough that my crew would not have missed it, especially repeatedly, but "the client is always right".

Sure enough, the dead cricket was right where my (somewhat irate) client was pointing.  Obvious as heck.  Being a curious type, I stepped forward and gave the cricket a nudge with the toe of my shoe.  The cricket hopped away.  Client had little more to say.

Once in a while, you win one.