Getting Even or Getting Blamed

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Phil Ackland

KEC Expert
Have any of you ever heard of an exhaust cleaner intentionally pulling off an access panel from the duct?

I mean literally pulling it away from the opening so that the top of the panel is fully curled back, only the bottom fasteners were still holding it in place. The fasteners are still in the top of the panel.

The access panel was found in this condition and the cleaner is being blamed.

Is there any point?

BTW The restaurant was a steady customer that paid their bills in a timely fashion?
 
Never in the manner you describe. Was it a manufactured and approved panel or a sheet metal patch type panel?
 
All good points. My mistake for not explaining better. The panel was just a old sheet metal 20 X 20 with teck screws. There were actually two or three holes around some screw holes where the panel was secured (like they replace some of the screws over time and drill a new hole). The screws were old (somewhat threadbare).

It was on the inside of the building at a "T" junction were two smaller ducts from the two hoods came together (horizontally) and joined to make the start of the main duct that also ran horizontally. The panel was just above a proper fire door access in the solid (drywalled) ceiling.

Does that help?
 
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Phil Ackland said:
Have any of you ever heard of an exhaust cleaner intentionally pulling off an access panel from the duct?

I mean literally pulling it away from the opening so that the top of the panel is fully curled back, only the bottom fasteners were still holding it in place. The fasteners are still in the top of the panel.

The access panel was found in this condition and the cleaner is being blamed.

Is there any point?

BTW The restaurant was a steady customer that paid their bills in a timely fashion?
Click to expand...
Mr. Ackland
As you are surely aware, NFPA 96 2008 edition, 11.6.9 clearly states, When cleaning procedures are completed, all access panel (doors) and cover plates shall be restored to their normal operational condition. 11.6.10 states: When an access panel is removed, a service company label or tag preprinted with the name of the company and giving the date of the inspection or cleaning shall be affixed near the affected access panel.
With that being said, The cleaning company if they were doing their job correctly would be well suited to invest in a digital camera if they dont have one and also take pictures of anything inside the ceiling and take pictures of the access panels both open and then replaced that also includes the sticker with the date. BTW who found the access panel in that condition? The Store Owner? and are there other issues between them? The Fire Marshal? The Current Cleaner? or was it a hack lowballer that came in to do an inspection for the owner and found it trying to make a sale and trying to dis-credit the current cleaner. Seems to me there are alot of things not being said. But in reality, if the cleaner has proper documentation and pictures and is ethical, he should have nothing to worry about. Also did the cleaner provide a job service report or exhaust service form to the owner that indicates that the cleaner ever even stuck his head above the ceiling or opened the access panels? or reported on their condition? In my short time as a cleaner (3 months) i have already cleaned about 25 kitchens that have never had the access panels removed. On my 3rd job I removed 130lbs of grease from a 12ft. horizontal duct. just my thoughts.
 
Maybe the bottom screws were stripped and the threads would not catch for removal. Whoever was trying to get in the panel may have tried pulling the top out for access, not knowing that it would bend and damage beyond repair the panel where the screws were still in place. Sounds to me like an employee that was careless in their approach to gaining access for cleaning. If you or your employee damaged the panel, you should replace the panel with a proper rated one for good measure. You may even get them to split the cost since the panel was not an approved type. If it's not the cleaner's damage, and they are anything like me, they will not accept responsibility for someone else's damage and wish the customer happy dealing with their future cleaner. I prefer not to work with those that will not take my word and question my integrity.
 
Two good points raised

Both comments below are "broad brush" in nature (see 80/20 rule)

First -- Take digital photos. Although they can be a pain to catalogue if you are not organized, they do provide a defense these days.

Josh's suggestion is also important, although common sense and good business. If you damaged an access (or most anything) Admit it, do what you can to fix the problem so they can operate and then make the effort to go back as see that the problem is fixed "extra special" (better than it was).

I don't know how much money I have made by promptly taking care of complaints. Listening is key, especially if they are mad at you. Don't make excuses, listen. If you "take it like a man" and don't try to excuse your actions or blame others (even if it is true) you will be showing your commitment. Also and very important, if you let the person "vent" they sort of drain themselves emotionally and after they have "got it out of their system" are actually willing to listen to opportunities for you to "improve" their situation in some way. This of course can lead to excellent sales opportunities.

Of course you don't want complaints but in my later years in the cleaning field, I actually had no fear of complaints; as their were a way of testing my public relations and salesmanship skills. I don't recommend this for beginners, you should just be careful and not have complaints.:nono:
 
It never should have been blown to that proportion. Like Josh said. Fix it and move on. Put in a fire rated access panel.

In these days it is my opinion that quality superceededes anything else we could possible offer a customer.

If they were to lazy to update the panel, and too lazy to address the customers concerns I have no sympathy. Great work speaks for it self...you dont need to sit around with a call center full of sweet talking women to handle customer care. GREAT WORK WILL DO ALL THE TALKING FOR YOU.
 
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