Retailers;
I find them a strange breed. Its story time.
I started two retail sites last summer, one has 5 daily cleaners and a janitor (Mon - Sun) and the second has 6 cleaners and a janitor (Mon - Sat), the first site had had the same company in for 12 years, the second had had 4 different companies in 4 years, we were their 5th. I hope I haven't lost you here?
Site one had all their floors stripped and sealed, the first at cost price (all in writing) then 6 months later required a second strip and seal as it was discolouring. The polish supplier said the tiles plasticizer was reacting with the polish, breaking down and causing the discolouration from the bottom up. The client wanted it all done for the Christmas run up. We did it and sent the bill in. They refused to pay saying it was our fault as we hadn't looked after the floor properly. Had to give a credit for the work or the contract was under threat (they pay well and its profitable).
Site two had a massive refurb after we came in. I again (in writing) gave the costs for the strip and seal and said that if the floors were polished, a burnisher and the manpower to operate it would need to be introduced. I again gave the costs, in writing. We worked for 2 weeks to a re-opening deadline, all out of hours and through the night.The good news is they paid the entire invoice within 14 days, marvellous. Unfortunately the next monthly invoice was rejected with the increased burnishing cost attached. Again I had to raise credits or 'the invoice would be on hold till sorted out'. Maybe I should have withdrew the burnisher? I didn't, just told the client to find the money for the next financial year.
Now site two also asked for Bank holidays to be included in the quote, I did. On the run up to Christmas they asked for 4 Sunday to be cleaned, we did that too. Now the invoice is on hold as the Sundays were asked for in the origional quote....they weren't. Their contract states Bank Hols only. They wouldn't pay. I spoke to the manager today and eventually had to agree to go half and half, he'd pay for 2 Sundays. Next time they ask for extra work, the cost will be loaded. Their location makes it hard to get people there, they have trouble recruiting for themselves.
They represent about 20% of my business, we bend over backwards for them but, in true retailers style, not much is appreciated really. During the evaluation for Oct, Nov and Dec we were marked as good, very good and very good with a comment about being the best by far that they've ever had. They are a funny breed.
Rant over :-/