[tatman]

Had my first customer this year ask me to leave windows and start again in spring. What a cheek been going there like clockwork for the last 7 months ???Didnt know what to say (FOR ONCE). What do you say?

[DaveBrown]

"Ok Madam. See you in 5 months. By the way - 1st clean of the season will be 5x the usual amount!"

Dave

[aztec]

great answer dave!

[steveaqua]

had that yesterday, told her that we do not run a seasonal company and that we clean windows all year round, so if she cancels unfortunatly she will have to find a new window cleaner come the good weather.

 

[craig jwc]

I had one the other week and told her that with the increase of work and the regular customers, it will probably will be unlikely.

I also told her that i will be putting my prices up on all new work but keeping it the same for my exsisting customers.  

Told her that i would be re-pricing her house when she calls for me to go back as i will be looking at it as a new job, as i run my business throughout the whole year and not seasonal.

Not too bothered about it as i was thinking of dumping this one as she was always a late payer.

Craig

[adixon]

STEVEAQUA IS SPOT ON HAD THE SAME LAST YEAR ONLY ONE CUSTOMER FINISH OCTOBER START AGAIN APRIL OK MATE, NEVER WENT BACK STILL DO THE HOUSE NEXT DOOR BUT NOT BUMPED INTO THE OLD CUSTOMER YET AND HER WINDOWS NOW LOOK LIKE THEY'VE NOT BEEN DONE FOR TEN YEARS THEY WILL NEED YOU BEFORE YOU NEED THEM WALK AWAY

[Paul Coleman]

Had my first customer this year ask me to leave windows and start again in spring. What a cheek been going there like clockwork for the last 7 months ???Didnt know what to say (FOR ONCE). What do you say?

I just tell them that I will not be able to guarantee cleaning their windows in Spring because I have to look after my regulars first and that there may not be a gap in my work to slot them into.  I make sure that I don't take them on again even if my workload does have gaps.

[macc]

I would thank her for her custom but would let her know this is not how i work.

How are we supposed to pay our bills if customers use us like a corner shop. Neibours talk & if they know they can get away with taking the p*ss before you know it half your round will be seasonal.

My advice is contact her & on having a thought about it its not a service you offer.

Macc

[windows_chepstow]

I've tried explaining 'the issues' to tiny minority of customers who've requested this (come back in Spring), and from my experience it doesn't work.

I'm now quite blunt, yet polite, and tell them they can go for my every-other-month service (at an extra cost), or I won't return.

One went for an every-other-month and the others said something along the lines of 'never mind then, byeee'.

It's no skin off my nose; dropped.

You can do without these sort of customers.

[Pj]

I don't worry about these type.

If they're 'run of the mill' £10 type, I just tell them call me when you want me in the spring - if they do it's an unexpected bonus.

If they're big places, I tell them, "fine I'll call you around end of March/April", by which time they will say, "How much do I owe you this time?"

[Mr. S]

Hi TOSH,

Considered some sort of every other month pricing too, how does yours work and what do ur customers say?

Cheers Craig

[matt]

remmber my post about this last year

the house in question has still not been cleaned all year, they must think the fog never lifts

[windows_chepstow]

Hi TOSH,

Considered some sort of every other month pricing too, how does yours work and what do ur customers say?

Cheers Craig

Hi Craig,

I used to advertise an 'Every Other Month' scheme on my 'Your window cleaner has been' chits for 50% more than their monthly price.  

Out of over 300 customers at the time, I think I had about three customers take me up on it initially, over a course of a year.

I even asked here to find out why the uptake was so rubbish, and the feedback I received was that those terms and conditions were far too much in MY favour.

I still used the same chit until recently and had one or two more customers opt for this, but I didn't charge them 50% extra.  If it was an 8 quid semi, I'd charge them 10 pounds for an every other month service.

I reckon if you advertise a 20 to 30 percent increase for an every-other-month clean, then that's reasonable.

I think I was being a bit too greedy with a 50% increase.

I hope this helps.

[Mr. S]

Cheers Tosh,

I was thinking possibly a couple of quid mark up as reasonable too!

Much obliged!

Craig

[Chris Cottrell]

I go with 25% , seems to work well, also if someone says miss me out this time I say fine but charge them more next time, then back to the agreed price and the agreed frequency after that

[Mr. S]

Cheers Chris!

[Chris Cottrell]

some soon learn not to say miss me out mate cause they'll know whats coming.... had one of those customers this very morning 

[pjulk]

I have not had that yet this year as when i take them on i tell them i work all year not just spring and summer.

But if i do get it no worries they will just have to find another window cleaner when they want it again.
And if they ring up in the spring i would just say sorry love but your place has been taken and im full up.

Paul

[matt]

with another interest rate increase, now 5% i think we might be  seeing a few more "everyother time" cleans

[oldbeeches]

i just say if they were to go in to work and the boss said dont need you today come back after christmas would they accept that .  they usally get the point, if they dont they never see me again

[chrismroberts]

I had a customer do this the other week. I knew as soon as I'd canvassed him he'd cause problems...

The day I did his windows it was raining in the morning, but brightened up and was fine for the rest of the day, so I went and did his windows and a few others on the road.

He wasnt in, so I called back to collect and he said "tell me, just how did you do my windows when it was raining ALL day on the day you came?"...... I assured him that it had brightened up and that I wouldnt have done them in the rain.  But (bizarrely as he wasnt even there on the day in question) he wouldnt have it and asked me to leave it until February. I said "no problem"... but then kicked myself cuz he was always dodgy about paying anyway! Don't think I'll go back..... :S

Chris

[Helen]

Our confirmation of terms letters to new customers explains we work all year round, we do work in the rain and should we be turned away from a scheduled clean, there will be a 20% surcharge against the next clean. Has stopped the majority of cowboy customers before they can start!! Still get the odd few though trying it on, but they don't last long.....

[S_RICHARDSON]

Never thoght of givin t&C's to customers sounds good to me!!   

[supernova77]

Helen,

Is there any chance you would be able to email me a copy of your new customer terms and conditions?

My email address is: andy@scs.uk.com

Many Thanks,
Andy

[neil100]

I recieved a cheque today from a customer whos windows we cleaned on Tuesday.  

He thanked me and said he would give me a ring when he wants them cleaning again.

He needs Educating on how I run my Business. A phone call to him is Imminent.

He only has them cleaned on a Bi-monthly clean, Six times a year on average. I do not clean to order, I only clean to a  timed schedule. So its my way or the highway.

Thanks but No thanks.

Nel.

[windows_chepstow]

Nel,

I've recently had exactly the same.

Don't waste your time.  Don't phone him.  He's a 'lost customer'.

If you phone him now; he's pre-warned he's lost his window cleaner and will go looking for another before his windows get too dirty.

Just wait for his phone call, agree to clean his windows; give him a date if you like; and don't turn up.

Mess him about a bit!

If he collars you to complain, just explain that your priority is to provide a top service to your regular customers; and he's not one of them.

I've recently wound-up a rude customer who did similar and never did get round to doing her windows, despite her being desperate to get them done.

I had told her I'd do them the next time I was in the area, but didn't; then around two months later she saw me, give me a big smile (she never usually; just the opposite) and asked if I was doing her windows today.  I smiled back and said, 'Not this month' (which is what she told Wor Lass some months prior).

She turned smartly to the right and marched off in the huff.

Lo and behold, I saw a 'for sale' sign outside her house last week!

Now I know why she wanted me so badly.

I really dislike these sort of people.  It just seems so 'sneaky' and 'urine extracting' when they try to change the terms and conditions on you.

Drop 'em.

[Mr. S]

Hi HELEN

Any chance of emailing me a copy of your terms and conditions too.

This could b an essential tool for me next year, as i want to improve my service in all areas!

craig_riverside@yahoo.co.uk

Many thanks

[craig jwc]

Me too for terms and conditions please - Need to re-do mine

Craig

[P®oPole™]

Hi riverside,

Were abouts in Herts are you mate?

ProPole

[john tomkins]

I got a customer who agreed a £15  4 weekly clean and when rang her to leave her gate unlocked said "they are still clean from last time, I'll ring you when I want them done next''    she is now 2 weeks over and still haven't heard anything, I thought about ringing to dump her coz it's winding me up now,
then again thought about when she rings, go do em anyway quick brush over, take the money and run, not my usual service I assure you but maybe it's a loser long term anyway!

[Paul Coleman]

I got a customer who agreed a £15  4 weekly clean and when rang her to leave her gate unlocked said "they are still clean from last time, I'll ring you when I want them done next''    she is now 2 weeks over and still haven't heard anything, I thought about ringing to dump her coz it's winding me up now,
then again thought about when she rings, go do em anyway quick brush over, take the money and run, not my usual service I assure you but maybe it's a loser long term anyway!

Once this sort of thing has happened a number of times, you just seem to get de-sensitised to it.  My solution is to charge a lot more for first cleans.  If they decide they don't want my services again, I haven't really lost out too much.  If they want a regular clean then fine.  The bit that does p me off though is if they wait until I turn up to do the second clean before cancelling.

[Londoner]

I like the term "Cowboy Customers" I think we should make that a recognised expression because its so true.

I am at the moment canvassing up a whole new round and when you pick up one customer in a road where everyone else already has a window cleaner you have to ask yourself why. Several of my new customers are playing up already but I expected it and it hasn't taken me by suprise.

In the winter its harder to get round so being able to drop a few customers till the spring is not such a bad thing. It can work to your advantage provided its done with your agreement.

Now I am using WFP I am moving a lot of customers to 6 weeks anyway because the windows don't need cleaning that often and I am canvassing up a load of new customers at a higher price to fill the gaps.

How I ever coped before George I can't imagine.

[ray l]

Don,t worry too much about these people because ,

1) with shorter working days in winter it,s hard to fit every one in .

2) if you fill there place during the winter its probably with a better customer.

3) I had one or two do that last year but havn,t said a word this year.

ray

[master cleaner]

Hi Helen
could you send me a copy please thank you

gary

[Allways Cleaning]

Helen, could i trouble you too.
Kind regards
Paul

[Mr. S]

Hi riverside,

Were abouts in Herts are you mate?

ProPole


North Herts, why dyou ask?

[Scrimble]

I had a customer once who made me laugh, basically the wife rang me up and asked me to come round and give her a price etc, I came round in the evening and gave her a price and told her i would fit her in with the rest in the area which werent due for 2 weeks,

2 weeks later I arrive and put the ladders up and husband comes to the door, "erm, not this time mate" Why?!?! i say, "There not dirty yet" I think to myself Yes they f***ing are and tell the husband that i havnt even done them yet,

wife comes to the door and tells the husband to get back inside and for me to carry on.

Me thinks that my window cleaner to customer relationship isnt going to last long in this case.

[Paul Coleman]

I remember one person some years ago who cancelled for Winter and asked me to come back in Spring.  I was in a bad mood that day and said "Any particular year?".  I didn't go back.

[wimbledonhandyman]

Hi Helen

I'm just in the process of setting up wc'ing as an alternative to what I do so would be interesting in the T&C bit. Any chance of a look as I want to set up as I mean to go on?

Cheers - Steve

ps to all you that contribute to the various threads, I'm reading them all and it makes pretty interesting reading as a newbie - keep it up as its answering most of my Q's

[Mr. S]

Cheers Helen once again!

One afterthought do you get customers to sign terms and conditions? If so what steps do you take to enforce them?

Cheers Craig
(ps not working today cos not very well, just in case you thought i was skiving)

[[GQC] Tim]

Yea, I'm wondering aswell how Helen words that.

I have a customer contract which has this on it. I would need a good sentence for bla bla cleaning in Rain..maybe this will give you guys some idea's aswell...

Code: [Select]

Terms & Conditions of Service

1. GQC Window Cleaning agrees to carry out all services as specified in this agreement, unless stated in the exclusions section.
2. Payment for services will be due upon completion of work.
3. Payments by cheque or paypal must be made within 5 working days of completion of work.
4. If you wish to cancel any of these services, you must notify us at least 48 hours in advance.
5. GQC Window Cleaning reserve the right to cancel your services for non payment.
6. E&OE. Any claim under the 100% satisfaction guarantee must be made within 24 hours of completion of work.

Signed on behalf of GQC Window Cleaning 2006_____________________________________________Date_____________

I find it quite difficult to word things like this, since I'm not born in England....how does this sound? :

Code: [Select]

7. GQC Window Cleaning cleans all year round, should we be turned away from a scheduled clean,   there will be a 25% surcharge against the next clean.
Somehow doesn't sound right.....aw man 

[Londoner]

I like the idea of written terms and conditions but at the end of the day its not going to cut much ice with the customer. They will do whatever they are going to do.

[windows_chepstow]

How about:

--------------------------------------------------------------------------------

GQC Window Cleaning will clean your windows at our agreed frequency throughout the year; regardless of the weather; ensuring you have a regular, fully insured and professional service from us.

However, we find it frustrating when a customer turns us away without prior notice or good reason.  If this happens we shall terminate our contract.
--------------------------------------------------------------------------------------

This might sound a bit harsh, but it definately works.  I think I've only had four or five customers turn us away since we put a similair worded peice on our 'Your Windows Have Been Cleaned Chits' (that's about two years), and I think these customers didn't want to pay for a regular window cleaner anyway.

Other (good) customers jokingly commented that we must've been messed about some to put that on our chits.

We had!  Twice in one day; ONCE.

I think if someone is going to try and save a few quid by saying 'Not this month, Mate', then trying to bung on an extra 25% would be a bit difficult.

But I haven't tried this, but would if it worked, but I have doubts.

[[GQC] Tim]

Hm, very good one, I think I will use that one.

Now would it be smart to get a copy of the terms and condition printed out neatly and give them to new customers? Or....print the T&C on your windows been cleaned chits?

What I always give new customers is a business leaflet, and my personal card. So maybe a little card with T&C on it would be too much.

What do you think?

[Sir Squeaky]

I usually give people one chance, then if it happens again they won't see me again.

Everyone deserves a chance, as they may be a good reason they don't want to disclose.
Twice though?
Nah!