Why don't they phone?

« **on:** April 06, 2009, 09:58:27 pm »

9 am today turn up to a property ready to do a suite clean.
Woman comes to door and I explain why I'm there.
Her "Oh my husband cancelled it"
Me "Not that I know off"
Her "Yes he sent a text"

Without another word I turned around and walked away. Got to the van and looked through my text messages and there it was from about 6 days ago.
I'm not great on text as a way of communication and I don't see why I should be a way of carrying out business. But why do people like to speak to you over a phone line to book a job but chicken out by using text to cancell.
As dentist now issue a fine for not turning up to a pre booked appointment, I wonder if sending a text will suffice.......I doubt it.

« **Reply #1 on:** April 06, 2009, 10:05:13 pm »

Hi niel

There is some old posts on the same subject :

Its v annoying and i got a text last thursday saying all the fammily were ill and canceled the job the next day.

I have noticed some recs and regulars are now starting to text,and as it takes at least 4 texts up to set up the job..

« **Reply #2 on:** April 06, 2009, 10:08:14 pm »

I refuse to make or accept texts in business matters.

« **Reply #3 on:** April 06, 2009, 10:17:38 pm »

I hate that, I have had only 1 job cancel by text and I gave them a rocket, it is very bad manners and they do it so they don't have to be answerable.

Shaun

« **Reply #4 on:** April 06, 2009, 11:43:45 pm »

Same as you Robert, in fact I have text messaging barred from my mobile business phone, that way they have to talk to me.

« **Reply #5 on:** April 07, 2009, 07:20:33 am »

not backing the client but some ppl get embarrassed when changing there mind there a lots of reasons to canx , they found cheaper through 3rd party interference or they just cant afford it .

pre buyers remorse is a real killer

« **Reply #6 on:** April 07, 2009, 08:03:09 am »

Ricky

Your dead right there and given the e mail enquireys now on the web sites it makes it even more dif and myself wont reply to e mails as if they were interested they would phone...

« **Reply #7 on:** April 07, 2009, 08:25:51 am »

I understand where your all comming from but emailing & texting is just another way of communicating more & more people are using this form of communication especially larger businesses. We've just had a £300+ job where the lady sent me emails in the evening 9pm+ as that was the way she preferred o contact me. We do e.o.t. cleans for a large company they email the works order, we clean & invoice it works really well. we text window cleaning customers the night before to let them know we're comming so they unlock their gates so I can send the same message to various people instead of calling, they are happy we let them know we're comming. Everyone is very busy these days, you can send a text when its not always as easy to talk eg. Kids fighting in the background!
Barbara

« **Reply #8 on:** April 07, 2009, 09:26:18 am »

Yes but if is someone is cancelling a job which may be worth in excess of £100, they should surely have the good grace to tell you over the phone. To send a txt is simply unacceptable and shows me that the person is somewhat "spineless".

I had one last week where I got the txt when I switched my phone on in the morning. I was due to go there at 9am for a £100 job. She had sent the txt at midnight the night before saying "My boyfried booked you in to clean my flat but, as he no longer lives hear, I can't afford it now. Sorry to waste your time".!!

This was a job that said boyfried had already postponed two weeks earlier by calling me when I was en route to the flat at 8.45am!

People like that are a disgrace but, unfortunately we will come across them from time to time.

« **Reply #9 on:** April 07, 2009, 09:51:19 am »

I'm with Barbara on this one, I too have had good jobs via text and email, and if I can't contact a custy to give them a courtesy call to remind them that I'll be arriving as planned the next day etc, I'll leave them a message, backed up with a text.

We have to move with the times and understand that text and email is the new way to talk to one an other and has been for a good while now. It's another means of getting work from shy people of which there are so many! I check emails and texts and the answer phone by habit now as soon as I get up and periodically throughout the day.

It's funny really because I had my first cancelled (persponed in actual fact) jobs yesterday via text.

We have got to remember that the customer is always right, even when they quite clearly aren't right.

« **Reply #10 on:** April 07, 2009, 01:02:07 pm »

Responding professionally to an email is as important as being professional during an inspection. I get a lot of work via email, and it's going to become more prevalent, so it makes sense to get used to treating it as important as a phone enquiry. People that work in offices can easily make an email enquiry when the boss isn't looking, but might not be able to use the phone.

« **Reply #11 on:** April 07, 2009, 02:31:11 pm »

Looks like the next step will be cancelling the job by email i guess :

« **Reply #12 on:** April 07, 2009, 03:21:19 pm »

people have been cancelling using telekenesis, (esp) for ages.

"sorry! i thought i'd cancelled"

i'm okay with a text cancellation all though i do think its spineless, but at least you don't have to turn up and them not be in, now thats the worst.
derek

« **Reply #13 on:** April 07, 2009, 03:49:34 pm »

Least you have there add for a take away piza

« **Reply #14 on:** April 07, 2009, 04:29:58 pm »

I can see both sides, I had some one send me a text the same morning I was due to do there soft furnishing, £180.00 lost just like that she had been booked in for 2 month's.
I can tell you I was best not please, tried to bill her for £35.00 call out but how do you make some one pay, you cant well not leagaly.

However the big companies we deal with, we would be lost without emails thats for sure, its 2009 we need to move with progress.

Jamie
ICServices

« **Reply #15 on:** April 07, 2009, 04:41:37 pm »

Hi,

I believe that when doing a quote the customer has a right to cancel within seven days (cooling off period) this should also be stated on quotation paperwork.

My friend who runs a furniture restoration business got a letter from trading Standards advising him of this.

Regards

Graham

« **Reply #16 on:** April 07, 2009, 04:41:43 pm »

Quote from: clinton neylan on April 07, 2009, 08:03:09 am

Ricky

Your dead right there and given the e mail enquireys now on the web sites it makes it even more dif and myself wont reply to e mails as if they were interested they would phone...

I think you are cutting off your nose to spite your face.
In the last few weeks I have got a regular carpet clean at a doctor's surgery and a restaurant with flat above via email.
Email and texting is the future.

« **Reply #17 on:** April 07, 2009, 04:42:41 pm »

Give them something that says in big letters FULL PRICE will be charged if you cancel within 2 days of booking.

And I have a sixth sense for the scatty and the stupid so I say. Now if you cancel within 2 days of the job I will have to charge you the full amount, you would give me at least two days notice wouldn't you?

This concentrates the mind, the idea is so they DON'T cancel last minute.

« **Reply #18 on:** April 07, 2009, 04:48:39 pm »

Mike

True with that and sometimes you have a feeling about them after they book in.

It is v anoying if they did cancell by text.

Pity we caint zap them over the phone :

« **Reply #19 on:** April 07, 2009, 05:27:27 pm »

Mike

How you going to enforce that?
If you approached me and said that full price would be payable on cancellation within 2 days of booking
you'd be straight out the door.
Things happen in peoples lives between booking and cleaning, think the majority cancel with good reason.

John

« **Reply #20 on:** April 07, 2009, 06:03:47 pm »

It could sound like you're desperate if you start telling custys they have to pay up in full if they don't go through with the clean without giving X amount of days notice... You win some, you loose some and it's better to just take it on the chin. Even ring them back and thank them for taking the time to notify you of the cancellation and you hope you can be of service in the near future. At least they'll see you're professional and approachable, providing you don't give them a right ear bashing for being spineless idiots of course

« **Reply #21 on:** April 07, 2009, 06:04:07 pm »

You don't want to have to enforce it that's the whole point of doing it.

The key is to soften it a bit, but make the point and GET agreement.

If there is an emergency then fine, they will cancel but it must have been something serious enough to think the money is less important.

Anyway this is the way I work and if someone shows me the door on a quote I'm glad because I can book another job for that time instead of some idiot deciding they can't be arsed on the day.

« **Reply #22 on:** April 07, 2009, 07:00:37 pm »

We did have a while back - hubby turned up to clean a lounge carpet and the old lady said 'oh it's not suitable for me today' can you come back another day!! I tried to contact her to re-book and she never replied to my messages. Since then I try to get a £50 deposit cheque to make a booking which then comes off the balance, then you know whos serious and who isn't.

« **Reply #23 on:** April 07, 2009, 07:05:59 pm »

Yep I take deposits if I'm particularly concerned.

Colin. I don't think it smacks desperate, more like you value your time and so should they.

« **Reply #24 on:** April 07, 2009, 08:50:28 pm »

I like the deposit idea, and yet I use that on our caravan bookings but haven't carried it over to the carpet cleaning.
I've had numerous people over the years say do you want a deposit when booking, and I've always said there's no need to do that.
Now from a pure business view point and with the economy like it is perhaps it's not such a bad idea to focus their minds on what they have 'signed up to' and at the end of the day 'They have requested.'
I understand that times have changed, but surely at some point a verbal means of communication must have taken place to get the job. I defie anyone to tell me they have gone from work request, through quoting, to doing the job, to getting paid without seeing or meeting them, which is why cancelling by text is a chickens way out.
I suspect the reason for this cancellation was price. I thought he was a bit quick to agree to nearly £100 for a suite clean, only to then 'cancell' a few days later.

« **Reply #25 on:** April 07, 2009, 08:58:26 pm »

Take a leaf out of the big boys book.

Make it easy for people to say yes and make it hard for them to cancel. This way human nature works in your favour.

How easy STILL is it to get credit cards, go on treat yourself

then try and ring them up and cancel it. How many hoops do you have to jump through?

« **Reply #26 on:** April 07, 2009, 09:37:34 pm »

Could not believe how many had blackberry’s yesterday reminded me of dell boy favourite word PLONKER

only have one rule talk to me very understanding,

even turned off the answer phone as it cost me to phone them back.

Len

« **Reply #27 on:** April 07, 2009, 10:26:22 pm »

« **Reply #28 on:** April 07, 2009, 10:45:21 pm »

Bloody hell Len that's tight

Clinton what happen to you are thought you were coming? there was 3 tripple vac machines there and 2 starter TM's worth looking at it would have been heaven for you.

Shaun

« **Reply #29 on:** April 07, 2009, 10:49:43 pm »

What it with the blackberrys

Shaun had a big payin job so had to do it :

Heard the alltec and the cleansmart was there with 3 vac,who else

Dave ingrahms was there with the t mount..

« **Reply #30 on:** April 07, 2009, 10:56:43 pm »

Ken Wainwright had his on show, infact he was doing a talk which I really enjoyed.

Shaun

« **Reply #31 on:** April 07, 2009, 11:07:25 pm »

I have a Blackberry, but it's been living in a drawer since I got it............prefer my Samsung with the rubberised cover which makes it easy to activate with wet hands

« **Reply #32 on:** April 07, 2009, 11:10:03 pm »

Does Pam work with him, she seemed quite switched on about CC.

« **Reply #33 on:** April 07, 2009, 11:14:06 pm »

Of cause she's switched on Mike she does all the bloody work!
ken spends all his time talking about it. The kid aint got time to stand around like her dad.

« **Reply #34 on:** April 07, 2009, 11:22:10 pm »

Sounds like he's got her well trained, unlike the Beebo kids with looks that kill when you turn MTV off. :

I blame the parents

« **Reply #35 on:** April 07, 2009, 11:26:51 pm »

That went right over my head lad. Time for bed me thinks

« **Reply #36 on:** April 07, 2009, 11:29:12 pm »

Dave

Clue: you met one of them last week.

« **Reply #37 on:** April 07, 2009, 11:32:19 pm »

Just keep it as simple as you can. You are always, somewhere along the line going to get cancellations at the last minute for for genuine or false reasons. It's life. S#it happens.

I have never had a face to face quote cancel. I must admit, I have had some phone bookings cancel. However, I always call the customer 24-48 hours before the job to confirm the booking. From experience with taking phone quotes, you sometimes get the feeling that something is not quite right with a prospective customer, that is when you double check.

Anyhow, how are you going to make them pay the cancellation fee!! Send the boy's round to sort them out!!! I don't think so. Forget it and move on. In twenty years in this business, I think I have only turned up to a no show about 5 times. Firm up your jobs before you travel. You can bet, the one's that let you down, are the one's you have to travel the furthest to.

Jim

« **Reply #38 on:** April 07, 2009, 11:37:35 pm »

Jim as I keep on saying, it's pre-emptive. Far better they don't cancel in the first place.

As for ringing before, well dentists do that and I can tell you they get alot of people saying they forgot and cancel, but they can fill the time short notice, can you?

« **Reply #39 on:** April 08, 2009, 12:47:23 am »

Quote from: Mike Osbourne on April 07, 2009, 07:05:59 pm

Yep I take deposits if I'm particularly concerned.

Colin. I don't think it smacks desperate, more like you value your time and so should they.

Well maybe it's me that's desperate Mike, I just feel I can't afford to be too arsey when I'm trying to accumulate new and regular customers and their associates at my stage of running a business.... And the way things are going, none of us can afford to, really!

« **Reply #40 on:** April 08, 2009, 07:41:36 am »

Hi Colin

I rarely have a problem and when I do I'm glad it's flagged up. I think it's the tone you put it across that makes it work.

Don't get me wrong I still have glitches and people cancelling, but I feel these are likely to be genuine cases.

« **Reply #41 on:** April 08, 2009, 07:47:09 am »

Mike

Bebo

Looks like i missed something then

« **Reply #42 on:** April 08, 2009, 08:07:00 am »

Shaun tut tut calling ppl tight , you ate & drank for free ( smooth )

Len you surprise me I thought you would of been in the blackberry evolution .

Clinton , think you need to look at your diff levels of communication with new and old clients .
mind you saying this this there was I guy at the CCDO meet who aint advertised his biz for 15 years but still going strong via word of mouth .
I will be joining the BB thingyo next week

.

« **Reply #43 on:** April 08, 2009, 08:47:53 am »

I remember 3 or 4 years ago turning up to a job for a regular customer and she said "I'm sorry I'm going to have to cancel today, my husband died suddenly and unexpectedly during the night in hospital".
Quite rightly the last thing on her mind was the carpet cleaner arriving at 9.30!
As someone said excrement happens.

« **Reply #44 on:** April 08, 2009, 07:11:04 pm »

Shaun

Calling me tight OK I can live with that.

Ricky

Are you the same person who Shaun handed money too on Sunday.

Blackberry new kid on the block, once had trio palm about 10yrs ago done more or less the same thing.

Len

« **Reply #45 on:** April 08, 2009, 09:12:28 pm »

There's a lot of people getting uptight about cancellations/no-shows.

Yes it can be annoying at the time but lets be honest unless you are a "Billy-no-mates" how many times has it happened to you.

For me probably about twice a year.

When it does rather than sulking I just think something like "yippee! I have some "me" time to do what ever i like". Or more likely find I am not running so late in my diary or I can get home early and catch up on the never-ending paperwork.

Either way, think positive. You probably wouldn't have liked working for that client. And sometimes, just sometimes in that downtime the phone will go for a real emergency job (and which is highly profitable) and you can say honestly "yes madam, I've just had a cancellation and can be with you in a few minutes.

It's what you make of life!

« **Reply #46 on:** April 08, 2009, 09:31:46 pm »

Ricky people felt sorry for me that's why I got it all for free, they know how poor I am and they are trying to feed me up :

Shaun

« **Reply #47 on:** April 15, 2009, 11:01:46 pm »

Booked a job in 3 weeks ago and it was from a job i was doing in the street where they lived.

Went did the quote 10 pounds worth of work and booked it it after having a look.

Day before the job was due got a text saying can i leave the job till the next week as they wernt well and could i do it(tmorow)and could it be done at 12 oclock,anyway half way throught the apprentice a text came through saying can we call it off again as they said it not a good time.

Must say didnt have a good feeling about them and the job so am not going to arrange another job as a bit longer notice i could have booked another job in :

Thought i deserved a phone call..