The Importance of Documentation

摘要

In one particular situation, a repeat customer brought a heavily urine-contaminated rug in to be cleaned. I explained to her that we could remove the odor and contaminant, but the stains would most likely not improve. She said she understood.My staff successfully cleaned the rug and delivered it back to her within two weeks. We sent her a bill and, lo and behold, instead of receiving payment, I got a letter that stated she was suing my company for permanently damaging the rug.I