How did i handle this?

« **on:** February 15, 2016, 08:41:36 pm »

I have been trying really hard over the last couple of years to make sure that I am polite with customers no matter what/how they mess about or treat my service. When I was a lot younger I wouldn't think twice about letting a customer know exactly what I thought of them; these days though I am focused on trying to be consistent with everyone I meet even if they are a PITA to deal with as I am really trying to focus on my StockClean brand for an extra van at the end of this year.

This customer was a new customer I picked up last year, the prev occupants of the house sold up, and passed my details onto these new people, so I picked up these and kept the existing customers in their new place also. (bonus) she was very keen to keep me on, and always very polite and happy to see me.

Suffice to say that despite her enthusiastic ego concerning the window cleaning service provided by me she has been a pain in the backside with deciding what sort of service she would like. She got cancelled tonight and I want some opinions on how it was handled.

here is the text history for customer starting from July '15

Hello Mrs ***. It's marc stock here from stockclean, the window cleaner. I have booked you in for the 17th July. All the best marc

Hi ***. You had a delivery whilst I was cleaning the windows, so I signed for it and popped it under the*****. All the best..

Hi Marc have transferred money for window clean. Please can we change the clean to every 3 months, so next due in Dec-Jan. many thanks ***

Sure no worries ill pop you together with house opposite.

Great thank you!

Moring ***.. Just a text to let you know im am next doing quarterly window cleaning on the 15th January. As you wanted to go to a quarterly window clean is this ok for you? Best....marc

Hi ***. I have you down for a window clean tomorrow. I am on my quarterly rounds and havent heard back from you yet. Im assuming that you dont want a window cleaning service if no reply this evening. All the best marc

Oh sorry Marc was away when your last message came. Please can we not have a clean tomorrow but include us in the next round! Many thanks ***

Okay *** So the 12th February is when i am next in your area doing quarterly cleans. Is this ok?☺

Yes great! Thank you

Cool its booked in for February. All the best..

All done-please can we delay our next clean to 6months (Aug). Many thanks ***

Sorry *** no i cant. Its a quarterly service.

Would you like me to remove you from the round ***? As you originally wanted to go from a bi monthly to quarterly and i said id book it in with property of the same frequency i dont have anything every 6 months as its just not worth the time

Yes please remove from the round. Many thanks ***

Done... all the best

« **Reply #1 on:** February 15, 2016, 08:50:44 pm »

In my opinion your messages should be a statement "I will be along to clean your windows tomorrow". Why ask "is that ok with you?".

I would have and refuse all but 4 weekly or 8 weekly cleans.

But this customer is a messer anyway. All customers like this should be dropped. They are a false economy.

« **Reply #2 on:** February 15, 2016, 08:52:44 pm »

She sounds like a pain in the arris, so you'd be best rid, however.......

Why are you texting and asking permission to clean when you have already agreed on the frequency, that's just inviting a "not this time thanks".

Also sorry to say it but your texts to her come across as kind of desperate. Coming across a bit more confident would do you good.

Edit: posted at same time as 8 weekly.

« **Reply #3 on:** February 15, 2016, 08:55:32 pm »

Quote from: 8weekly on February 15, 2016, 08:50:44 pm

In my opinion your messages should be a statement "I will be along to clean your windows tomorrow". Why ask "is that ok with you?".

I would have and refuse all but 4 weekly or 8 weekly cleans.

But this customer is a messer anyway. All customers like this should be dropped. They are a false economy.

I agree...My text I send customers is this...

Hi
Your windows will be cleaned tomorrow, if no one will be at home could you please ensure the gate is left unlocked.

Regards Shaun

I hardly ever get any not today's or messing about

« **Reply #4 on:** February 15, 2016, 08:59:46 pm »

i agree with 8 weekly and would have never let her keep changing dates. For customers that lock there gates or need informing i send a text saying the following (started in the new year as i used to get people forgetting etc in the past) Dear customer we will be round tomorrow to clean your windows, please ensure access is available to the back of your property. Should access not be left we will clean all accessible windows and charge 75% of the full clean price.

« **Reply #5 on:** February 15, 2016, 09:02:24 pm »

Quote from: Marc Stock on February 15, 2016, 08:41:36 pm

Hi Marc have transferred money for window clean. Please can we change the clean to every 3 months, so next due in Dec-Jan. many thanks ***

Thats the point you should of said ..No, sorry. Just contact me nearer the date you want and i'll see where we're up to....

« **Reply #6 on:** February 15, 2016, 09:06:04 pm »

Hi its Mike , Clean and Clear Window Cleaning to let you know i'll be round tomorrow.

I allow one dog dieing, one we're not in we're away. And then they're in the bin !!!

Incidentally, i very seldom get a reply. A few reply "OK " , but not many.

« **Reply #7 on:** February 15, 2016, 09:09:59 pm »

My take on it is like the others: If you ask, you are inviting the answer 'no!'
My texts say, "Dear Customer. This is Walter the window cleaner. Tomorrow I will be calling to clean your windows. Please ensure that any gates are unlocked to allow me access. Thank you."
I actually have very few who need to be texted anyway because I found it's not a good idea. I have quite a collection of gate keys and a few records of combi lock numbers. I'm reluctant to take any more on with access issues unless they supply a gate or padlock key as it can be quite a PITA scheduling it. Apart from that, if someone is away, that's money I lose. In peak holiday times (late July to late August), I could lose a lot of money. Of course there are also those who pretend to forget unlocking the gate as a way of controling the frequency.

« **Reply #8 on:** February 15, 2016, 09:16:37 pm »

Thanks Chaps

I do have a next clean date system on my bills which works 100% of the time. This is an icolated case, and I just wanted some feedback on how accommodating I was.

As far as locked gates policy as they have the next clean date on their bills if the gate is locked hey agree to still pay 100% and they do.

Interesting that it was mentioned that it looks a little desperate, I agree and I think its because I have lost a bit of confidence.

« **Reply #9 on:** February 15, 2016, 09:21:38 pm »

Quote from: Marc Stock on February 15, 2016, 09:16:37 pm

Thanks Chaps

I do have a next clean date system on my bills which works 100% of the time. This is an icolated case, and I just wanted some feedback on how accommodating I was.

As far as locked gates policy as they have the next clean date on their bills if the gate is locked hey agree to still pay 100% and they do.

Interesting that it was mentioned that it looks a little desperate, I agree and I think its because I have lost a bit of confidence.

Yes, I remember now. You give them a next clean date. For me, that would remove one of the better parts of the job - the choice of how hard (or not) I want to work on a particular day. Plus it coud get tricky in winter when there's a freeze that stops me starting early.

« **Reply #10 on:** February 15, 2016, 09:33:18 pm »

After realising she's not after a regular clean, rather than drop it all together, offer an adhoc service at a premium rate to suit you. If she goes for it you earn top money for an easy clean

« **Reply #11 on:** February 15, 2016, 09:35:00 pm »

the few customers i do text i tell my customers im cleaning their windows tomorrow NOT ASK.

« **Reply #12 on:** February 15, 2016, 09:49:07 pm »

Quote from: sunshine windows on February 15, 2016, 09:33:18 pm

After realising she's not after a regular clean, rather than drop it all together, offer an adhoc service at a premium rate to suit you. If she goes for it you earn top money for an easy clean

that's a good idea.

« **Reply #13 on:** February 15, 2016, 09:57:04 pm »

Oh sorry Marc was away when your last message came. Please can we not have a clean tomorrow but include us in the next round! Many thanks ***

At that point. DUMPED.

« **Reply #14 on:** February 15, 2016, 09:59:30 pm »

You certainly handled it professionally and politely.

Now then ...

Don't text'um before. Ever. If they have bolted gates and want the backs done then with me it's :-

Don't mind me leaning over and shooting the bolts with my cuphook on a stick.

If locked then it's:-

1. Give me a key or the code to the lock.
2. Don't mind me using my six foot gate ladder to get over if I choose to.
3. Fronts only - backs by request. (if they do this then they must ask me before I turn up and leave the gate unlocked or they can ask me if they happen to be in and I have time.)

I quite like 3 sometimes. I have about fifteen in a row of about 25 linked semi's and I can smack them out very quickly with one small van move. They like it because they pay £7 or £8 every 4 weeks and that goes up to about £15 or £20 when they have the backs done every 3 months or so.

Keep it uncomplicated.

« **Reply #15 on:** February 15, 2016, 10:02:38 pm »

Oh ... and

"Hi Marc, that parcel you signed for wasn't there. It had £5000.00 worth of jewellery in it and I expect you to return it immediately or I shall phone the police. Oh and can we leave our windows 'til Julember 32nd?"

« **Reply #16 on:** February 15, 2016, 10:05:42 pm »

I agree with lots of the above posts. Never ask if it's ok to clean, you have already agreed a timescale, so you should state that they are going to be cleaned. If any of mine who are on an 8 weekly ask to skip with a pathetic reason they get dumped no matter what.

« **Reply #17 on:** February 15, 2016, 10:11:53 pm »

Do you shoot your bolt often these days Malc

« **Reply #18 on:** February 15, 2016, 10:15:19 pm »

What were you thinking- signing for a parcel for a customer?! that's a big no no in my book

« **Reply #19 on:** February 15, 2016, 10:36:03 pm »

Quote from: Shrek on February 15, 2016, 10:15:19 pm

What were you thinking- signing for a parcel for a customer?! that's a big no no in my book

Guess I was being nice...I don't know really

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