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cottonbud10

  • Posts: 270
what would you do
« on: May 08, 2008, 03:04:34 pm »
been doing this house for last 8 months,£27 per month double glazed units upvc, but with georgien bars stuck on to the glass on outside,,,always knocking bits off then having to stick it back on again,this is with wfp..anyway the women comes out after my last clean and tells me that once a month is not working out and she wants to go to every other month,i informed her that this could be done but it works out more expensive as the windows are twice as dirty as monthly cleans.She sayes that if i don,t do ever other for the same price she,ll get someone who will.What would you do,,loose the £27 or tell her to find someone else
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[GQC] Tim

  • Posts: 4536
Re: what would you do
« Reply #1 on: May 08, 2008, 03:21:04 pm »
Well in all reality, if you do a proper job, it's hard to see that they are dirty monthly, 8 weekly I'd say is fine, I personally don't charge more, I'm trad, but could change my mind when I go wfp.

Monthly or 8 weekly, you don't have to scrub any harder.
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gsw

  • Posts: 505
Re: what would you do
« Reply #2 on: May 08, 2008, 03:22:48 pm »
do you need the job??

if not tell her again that you charge more for every other month, but what if (in the future) she suddenly decides that £27.00 is too much and now she is only going to pay £23.00.

my opinion ...you cant let the tail wag the dog!

greg
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[GQC] Tim

  • Posts: 4536
Re: what would you do
« Reply #3 on: May 08, 2008, 03:30:32 pm »
True, but in reality, are they really that much dirtier?

I suppose this depends on wether your wfp, or trad. Traditionally it shouldn't make a difference, unless you clean the frames as well. Wfp is a different story depending on how dirty the frames will get I guess.
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SherwoodCleaningSe

  • Posts: 2368
Re: what would you do
« Reply #4 on: May 08, 2008, 04:02:32 pm »
In reality you would only be looseing 13.50 as she has said she wants it 8 weeks. I think eight weeklys warrant a price increase as at certain times you have double the bird poo. You could always give her a discounted job. Ie not put the bits back you drop off.

Simon.
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pingu

Re: what would you do
« Reply #5 on: May 08, 2008, 04:05:59 pm »
Most of my rounds is 8 weekly and to be honest and to backup those who have already posted...the difference between 4 and 8 weekly is not that much...but with that said perhaps the location of the house suffers from weather or external conditions that make it dirtier than normal....

Dave.
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cottonbud10

  • Posts: 270
Re: what would you do
« Reply #6 on: May 08, 2008, 04:10:28 pm »
thanks guys,,food for thought
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RPCCS

  • Posts: 944
Re: what would you do
« Reply #7 on: May 08, 2008, 04:25:20 pm »
Do it 2 or 3 times for the same price and time yourself to see if it takes longer and if the windows are dirtier,then decide if an increase is necessary.If so try  for maybe £30 per 2 months or £27 for each month.Tell the customer what you intend to do though,then it keeps things pleasant,the last thing you need is to fall out with a customer.I agree with
Greg though,don't let her beat you down on the current price.If she tries later to extend the time to 3 months,then its time to walk away
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Cheers Rich

LSB

  • Posts: 411
Re: what would you do
« Reply #8 on: May 08, 2008, 05:11:52 pm »
i dont charge more for 8 weekly cleans .
i dont advertise for 8 weekly customers , but i dont turn down the request.
i wont do less frequently than 8 weekly !

if she s a good customer , then i wouldnt drop her .
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NWH

  • Posts: 16952
Re: what would you do
« Reply #9 on: May 08, 2008, 05:17:33 pm »
Quote from: [EOC] Tim on May 08, 2008, 03:21:04 pm
Well in all reality, if you do a proper job, it's hard to see that they are dirty monthly, 8 weekly I'd say is fine, I personally don't charge more, I'm trad, but could change my mind when I go wfp.

Monthly or 8 weekly, you don't have to scrub any harder.
You don`t have to scrub any harder hmmmm,how do you know your trad lol. ;D ;D ;D ;D ;D
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AuRavelling79

  • Posts: 23651
Re: what would you do
« Reply #10 on: May 08, 2008, 06:27:20 pm »
The problem is you've have stated your terms of business (nothing wrong with that) and she has challenged them (quite rudely in my opinion).

I would explain politely that my rate for two months is (£XX) instead of £27 due to the factors outlined previously and if necessary drop her.

But it's easy for me to say, I have a "full book" ...
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It's a game of three halves!

AJ

  • Posts: 1262
Re: what would you do
« Reply #11 on: May 08, 2008, 06:35:15 pm »
You've told her there will be an increase, its hard to go back on it now cos she'll probably use that next time she wants something.
Unless you use the old 'as its you, I wouldn't do this for anyone else' routine
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Alistair@AWC

  • Posts: 880
Re: what would you do
« Reply #12 on: May 08, 2008, 06:46:37 pm »
Cottonbud,

Like a few of the other guys have said you've set out your stall by saying its more work so extra cost for 8 weekly.

I think you'll look bad if you cave in just go out and pick up 2 new £15 jobs and bid her farewell.
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windowwashers

Re: what would you do
« Reply #13 on: May 08, 2008, 06:53:11 pm »
Quote from: cottonbud10 on May 08, 2008, 03:04:34 pm
been doing this house for last 8 months,£27 per month double glazed units upvc, but with georgien bars stuck on to the glass on outside,,,always knocking bits off then having to stick it back on again,this is with wfp..anyway the women comes out after my last clean and tells me that once a month is not working out and she wants to go to every other month,i informed her that this could be done but it works out more expensive as the windows are twice as dirty as monthly cleans.She sayes that if i don,t do ever other for the same price she,ll get someone who will.What would you do,,loose the £27 or tell her to find someone else
I would stick with your terms (if you dont need the work) I would not clean less often for the same money as there is more work invloved be it trad or wfp there will still be more dirt and bird muck is another story (it think they are targeting me this month as I am a little behind).

Ian
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davids3511

  • Posts: 2506
Re: what would you do
« Reply #14 on: May 08, 2008, 06:55:52 pm »
I wouldn't do it for the same price now that you have said it would be more. What if she wants extras done in the future and uses the same line? What is she tells her neighbours (if you clean any) and you end up with more than her going two monthly. You end up with half the cleans you used to have.

I wouldn't do it just because I would always resent her and the job, even if it was still good value at £27.00 purely because of the threat of dropping you to get her own way. It would feel like I had let her win. Not very professional I know but there you go.
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Alistair@AWC

  • Posts: 880
Re: what would you do
« Reply #15 on: May 08, 2008, 06:58:35 pm »
Cottonbud,

Out of interest what have you told her it would be 8 weekly?
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Feen

  • Posts: 562
Re: what would you do
« Reply #16 on: May 08, 2008, 07:29:06 pm »
Quote from: cottonbud10 on May 08, 2008, 03:04:34 pm
been doing this house for last 8 months,£27 per month double glazed units upvc, but with georgien bars stuck on to the glass on outside,,,always knocking bits off then having to stick it back on again,this is with wfp..anyway the women comes out after my last clean and tells me that once a month is not working out and she wants to go to every other month,i informed her that this could be done but it works out more expensive as the windows are twice as dirty as monthly cleans.She sayes that if i don,t do ever other for the same price she,ll get someone who will.What would you do,,loose the £27 or tell her to find someone else
Unless you really need the work, drop her. She sounds like the type who will find "little problems" from time to time, causing you more hassle than the jobs worth. Let her become someone else's problem ;D ;D ;D
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Feen

cottonbud10

  • Posts: 270
Re: what would you do
« Reply #17 on: May 08, 2008, 08:10:27 pm »
alistair i did,nt tell her how much extra it would be for 8 week cleans,just that it would be more,i can,t work her out...she was good as gold before she had the baby, then it all changed,,,moody and no offers of a cup of tea..hormones eh
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windowwashers

Re: what would you do
« Reply #18 on: May 08, 2008, 08:14:32 pm »
Quote from: cottonbud10 on May 08, 2008, 08:10:27 pm
alistair i did,nt tell her how much extra it would be for 8 week cleans,just that it would be more,i can,t work her out...she was good as gold before she had the baby, then it all changed,,,moody and no offers of a cup of tea..hormones eh
cups of tea when cleaning windows have to be the most expensive drink you have, I say thank you for the offer but I have so much to do today.

Ian
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mark dew

  • Posts: 2901
Re: what would you do
« Reply #19 on: May 08, 2008, 09:06:01 pm »
Quote from: windowwashers on May 08, 2008, 08:14:32 pm
cups of tea when cleaning windows have to be the most expensive drink you have, I say thank you for the offer but I have so much to do today.

Ian

i agree with that. Cups of tea are for down time only.
My day only ends when i've got the boots off. I do enjoy a cuppa or trip to the cafe but it puts me well out of my stride when i'm working and i never recover it.
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peter holley

Re: what would you do
« Reply #20 on: May 08, 2008, 09:11:55 pm »
IT SOUNDS LIKE SHES TRYING TO CUT BACK!   BUT ON 8 WEEKLY WITH WFP THE PRICE MUST GO UP BY AT L;EAST A FEW QUID....
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choice.clean

  • Posts: 231
Re: what would you do
« Reply #21 on: May 12, 2008, 10:56:56 pm »
my answer would be "fine but you have to realise you may not get same results, re may not get all the dirt off as wfp works on dissolving, if you only washed your car every 8 weeks wouldn't keep to same standard, then add in what i find is that sometimes storm will blow up just after i have cleaned and may be dirty for 2 months. But if it is just maintenance you want you should be ok". point is if they want to extend the clean period there is little you can do about it but they then can't complain if finish is poor. :-X
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1914

Window Cleaning Services

  • Posts: 187
Re: what would you do
« Reply #22 on: May 12, 2008, 11:13:37 pm »
i tell them nicely that to be fair on all the other customers that keep my business going on monthly basis i don't take on e.o.monthers. I also add that i appreciate it if they can't afford a regular service each month and understand if they wish to make alternative arrangements.worked every time so far! 8)Syd
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Ian_Giles

  • Posts: 2986
Re: what would you do
« Reply #23 on: May 13, 2008, 06:25:41 am »
Like most of the other replies I say that you have to stick by your guns, you've set out your stall now and should not let the customer dictate what happens :-\

I think it makes hardly any difference between 4 weekly or 8 weekly, I've never charged extra personally.

Ian
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Ian. ISM CLEANING SERVICES

Helen

Re: what would you do
« Reply #24 on: May 13, 2008, 01:40:18 pm »
Let her find someone else. Every other month works out £162 over the year, which equates to £13.50 per month. Don't lose sleep or get stressed for £13.50 per month ;)

Had one last year came on on EOM terms then in October says don't want winter cleaning. (we advertise and tell all year round service) So 6 cleans came down to 3, could have got stressed with her, but why???? just politely said sorry we clean all year round, because if we don't we won't be here to clean yours in the summer will we? She had no answer and off she went into dolly day dream land. ;D
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Kentish Poleman

  • Posts: 18
Re: what would you do
« Reply #25 on: May 13, 2008, 03:39:50 pm »
Quote from: cottonbud10 on May 08, 2008, 03:04:34 pm
been doing this house for last 8 months,£27 per month double glazed units upvc, but with georgien bars stuck on to the glass on outside,,,always knocking bits off then having to stick it back on again,this is with wfp..anyway the women comes out after my last clean and tells me that once a month is not working out and she wants to go to every other month,i informed her that this could be done but it works out more expensive as the windows are twice as dirty as monthly cleans.She sayes that if i don,t do ever other for the same price she,ll get someone who will.What would you do,,loose the £27 or tell her to find someone else

Umm, a tricky one that. To be perfectly honest, we all know that the vast majority of sites will be fine on 8 week cycles dont we? If you can get your customer to run on a 4 weeker, then you are doing well, perhaps because he or she will have been used to the old trad-man who would have left so much gunk on the glass that he had to return in 4 weeks! [Sorry if that irritates any Trad people, but its not far off the mark is it!]

So if your customer is living next to a busy road, then 4 weeks it has to be, if off a side road with little traffic, I'd go at 8. Besides, if you have that much work as it is, 8 week cycles is the only option you have to get all the work done anyway, unless you like sweating your whatsits off each and every day..LOL
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Small but perfectley formed

  • Posts: 1742
Re: what would you do
« Reply #26 on: May 13, 2008, 03:44:29 pm »
In the current economic climate keep her on ,then if your circumstances change you can drop her.
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Spit and polish

windowwashers

Re: what would you do
« Reply #27 on: May 13, 2008, 05:52:31 pm »
Quote from: Kentish Poleman on May 13, 2008, 03:39:50 pm
Quote from: cottonbud10 on May 08, 2008, 03:04:34 pm
been doing this house for last 8 months,£27 per month double glazed units upvc, but with georgien bars stuck on to the glass on outside,,,always knocking bits off then having to stick it back on again,this is with wfp..anyway the women comes out after my last clean and tells me that once a month is not working out and she wants to go to every other month,i informed her that this could be done but it works out more expensive as the windows are twice as dirty as monthly cleans.She sayes that if i don,t do ever other for the same price she,ll get someone who will.What would you do,,loose the £27 or tell her to find someone else

Umm, a tricky one that. To be perfectly honest, we all know that the vast majority of sites will be fine on 8 week cycles dont we? If you can get your customer to run on a 4 weeker, then you are doing well, perhaps because he or she will have been used to the old trad-man who would have left so much gunk on the glass that he had to return in 4 weeks! [Sorry if that irritates any Trad people, but its not far off the mark is it!]

So if your customer is living next to a busy road, then 4 weeks it has to be, if off a side road with little traffic, I'd go at 8. Besides, if you have that much work as it is, 8 week cycles is the only option you have to get all the work done anyway, unless you like sweating your whatsits off each and every day..LOL
Have to stick up for trad cleaners on that one, I used do to trad 4 weekly and windows where pretty much clean (meaning good thats what I am paid for to clean them clean)
switched to wfp and the same thing but a little cleaner (aprt from birds mess)

when I was trad I always charged more as there is more work to do, this is still the same with water fed pole more time = more dirt, dust , bird mess ect.

so more work even if only 1 min more it is still more work, so it you kept as the same price you would be losing time, and time in business equals money.

The answer is obvious.

Ian
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Wayne Thomas

Re: what would you do
« Reply #28 on: May 13, 2008, 08:25:20 pm »
I had one customer I telephoned last night asked me if I could miss her windows today, to which I enquired if she had builders outside her place, she replied no. I then asked her why she would like to miss the windows today. Her reply was because the windows still look clean.
Today I left a note saying that the price she pays is for a 6weekly clean (which she had agreed to ages back) and that if she wants to go 12 weekly (which I'll happily oblige), the price will be increasing by 25% to cover the extra time spent scrubbing the glass and frames back to the same standard as a normal wash and for her to telephone me in advance if she wishes to go 12 weekly.
I've left the matter in her hands and won't back down on my decision. She's changed the duration of cleans so I've changed the price. It's only fair and accomodating. I won't be dictated my terms of work by customers willy nilly, I'd rather bin them because half of these problem customers decide to cancel  within 6 months anyway.
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Paul Coleman

Re: what would you do
« Reply #29 on: May 13, 2008, 08:51:53 pm »
Quote from: Wayne Thomas on May 13, 2008, 08:25:20 pm
I had one customer I telephoned last night asked me if I could miss her windows today, to which I enquired if she had builders outside her place, she replied no. I then asked her why she would like to miss the windows today. Her reply was because the windows still look clean.
Today I left a note saying that the price she pays is for a 6weekly clean (which she had agreed to ages back) and that if she wants to go 12 weekly (which I'll happily oblige), the price will be increasing by 25% to cover the extra time spent scrubbing the glass and frames back to the same standard as a normal wash and for her to telephone me in advance if she wishes to go 12 weekly.
I've left the matter in her hands and won't back down on my decision. She's changed the duration of cleans so I've changed the price. It's only fair and accomodating. I won't be dictated my terms of work by customers willy nilly, I'd rather bin them because half of these problem customers decide to cancel  within 6 months anyway.

I sometimes wondering if I live on another planet because I'm pretty rigid about a six weekly cycle (or as close as I can reasonably get to it).  It makes the record keeping so much simpler.  I will go to 12 weekly for jobs of £50+ .  I also have a bi-monthly job but that's no hassle because it's barely a mile from my water source so I can fit that in just fine.  The only other jobs that I do at other intervals are a few shops that are close to where I live.  I do them variously at weekly, 2 weekly, and one at monthly.  However, I would say that 95% of my business is 6 weekly.
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steve.ternent

Re: what would you do
« Reply #30 on: May 13, 2008, 09:30:55 pm »
It's not what you said it's how you say it!

I'm sure we have all heard that many times!

Try getting her on your side, try saying something like this...

I appreciate that money can be tight in this current climate, interest rates going higher and higher...If you don't mind me asking is that one of the reasons you are choosing the two monthly option?

The two monthly price would be £34 thats an increase of only 25% (ish!)
I appreciate that's a little more, but look on the bright side...
Your actually saving £20 over that two month period!  ::)

If she say's no ...no harm done! but let her go, even offer numbers of other window cleaners in the area.
This way you leave the door open for her to come back!  8)
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Wayne Thomas

Re: what would you do
« Reply #31 on: May 13, 2008, 11:06:48 pm »
There is no way I'm bending over backwards for customers who want to mess me around.
I give them a choice, they choose which they prefer.  I either retain them as a regular customer at the original price and original interval or clean them less often for more profit whilst they are still saving in the long run or I lose them through their choice of changing the duration and price at which I took them on at.
IMHO most customers who start messing me about on a regular basis just aren't worth having.
I give all my customers two chances and on the third I dump them as I'd rather have fewer better valued customers.
If I give a customer an inch then it's only a matter of time before they're taking a mile.
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Wrekin C S

  • Posts: 486
Re: what would you do
« Reply #32 on: May 13, 2008, 11:38:57 pm »
Some good replys here - you could just pick another 1 or 2 custies up then drop her if you have enough work.
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cottonbud10

  • Posts: 270
Re: what would you do
« Reply #33 on: May 14, 2008, 05:47:53 pm »
thanks for all the input everyone,all taken onboard....cottonbud10
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Alistair@AWC

  • Posts: 880
Re: what would you do
« Reply #34 on: May 14, 2008, 07:13:42 pm »
Come on Cottonbud,

You asked us all 'What would we do'

Now im interested in what you WILL do?  ;D

Al
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