Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Dean Taberner on July 15, 2010, 07:36:34 pm
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Hi guys,
Just had this on my website after ive had a van written off and we had to breifly return to trad,
Contact Form
First Name Tracey
Last Name xxxxxxxxxxx
Company
Email xxxxxxxxxx@aol.com
Phone xxxxx xxxxxxx
Address 1 xx xxxx Grove
Address 2 Meir Hay
City SOT
County
Postcode ST3 xxx
Comments I would like to cancel your window cleaning sevice due to being unsatisfied with the standard you have not cleaned a window above the conservatory. When you first gave me a price on the job i was told that it wouldn't be a problem reaching it. Clearly this is not the case.
Shall I email back
Hi Tracey,
Im sorry about this, the reason is we have had a van written off recently and unfortunatley the guys who work for me do not have the equipment needed in the vehicle that they are using to safely clean the window that you mention.
I have recently bought a new van which can be seen on the website which is capable of the job in hand. How about if we offer you a free clean as compensation and I personally clean your house with the new equipment on the next clean.
I am sure that after this time we will be up and running again and will be able to carry out the cleaning as promised.
Kind regards,
Dean.
OR
Shall I tell her to do one???
To be honest ive got bigger problems than her and I couldnt give a monkeys if I never saw her again but I was wondering what you guys would do?
Obviously the safety of my guys is of paramount importance and stretching a ladder over a con roof isnt happening.
Dean
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I'd bollock your "lad" for not leaving an explanation with her, even a little note?
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if its in a block keep it, if its a stand alone job, dump it
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I'd bollock your "lad" for not leaving an explanation with her, even a little note?
I think if the biggest problen in her life is having 1 window missed above her conservatory then shes a lucky lady ::) ::)
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Its not the biggest problem in her life, she just expects to get the service she is paying for.
If you can't see that you shouldnt be working in the service industry.
The reasons re: the van, are irrelevant.
Id call her up and apologise profusely, tell her it'll get done tomorrow or over the weekend and stop believing that your customers are an inconvenience. Without them your sthum!
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Its not the biggest problem in her life, she just expects to get the service she is paying for.
If you can't see that you shouldnt be working in the service industry.
The reasons re: the van, are irrelevant.
Id call her up and apologise profusely, tell her it'll get done tomorrow or over the weekend and stop believing that your customers are an inconvenience. Without them your sthum!
Pretty much the top & bottom of it mate. You sold her the service! ;)
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I do feel that whoever did the clean ought to have left a reduced bill with explanatory note - just to say something like couldn't do window above conservatory due to equipment failure. Will make sure it's done next time when equipment is mended.
I see why you needed the backpack lid now as at least the bp can be used for the odd tricky window. ;D
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Can I add something to this guys,
She hasnt paid yet and owes 2 lots of £8.
She makes no mention of this in the message.
I know its hard to get a gist of whats going on from one post but she is a clown,
I do care about my customers thats why Ive built up such decent business.
Thanks for the replies though,
The beauty of CIU and abbott ale :P
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sounds like a nut case to me, and she owes you £16 :o shes got no conscience that woman
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Its not the biggest problem in her life, she just expects to get the service she is paying for.
If you can't see that you shouldnt be working in the service industry.
The reasons re: the van, are irrelevant.
Id call her up and apologise profusely, tell her it'll get done tomorrow or over the weekend and stop believing that your customers are an inconvenience. Without them your sthum!
Matt,
Tomorrow im in birmingham all day,
Sat and Sun Im having a well deserved break,
Mon,tues,wed,thurs,fri next week im everywhere but near the window in question.
The best I can offer her is a free clean, which I have done.
Hows things anyway mate?
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sounds like a nut case to me, and she owes you £16 :o shes got no conscience that woman
Lol ;D ;D ;D
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Dean
I am about local. Do you want me to go over and clean the window or will my dashing good looks, charm, expert manner & superb service be too much for her and you will lose a customer ;D ;D
Rob ;D
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id just ring her dean and explain say that you didnt want to disappoint in not turning up to clean the windows and that u have used the next best thing think a free clean is appropriate just to keep her happy but she may take pity on you if you explain and understand and apologise i wouldnt email tho not personal enough and she may think its just an excuse
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Dean
I am about local. Do you want me to go over and clean the window or will my dashing good looks, charm, expert manner & superb service be too much for her and you will lose a customer ;D ;D
Rob ;D
Rob,
Its in Meir Hay, Longton.
Ive emailed her the free clean proposition and she hasnt got back to me yet.
From what the submission from my website says shes cancelled for good but only time will tell.
Thanks for the offer though.
How did the preston job go?
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Dean
If she comes back to you and wants it cleaned I will go over and take care of it for you ;)
I will email you with reference to the works as I am not sure, something is amiss!!!
Rob ;D
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Its not the biggest problem in her life, she just expects to get the service she is paying for.
If you can't see that you shouldnt be working in the service industry.
The reasons re: the van, are irrelevant.
Id call her up and apologise profusely, tell her it'll get done tomorrow or over the weekend and stop believing that your customers are an inconvenience. Without them your sthum!
I couldn't agree more, this lady has every right to complain especially with the fact she has had no communication from you before hand.
your bread and butter customers should be just as important to you as your commercial are.
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Ok rob my email is deantaberner@aol.com
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i am sure we have all missed a window at one time or another, bloody heartless woman ;D just tell her, you will knock a quid of, lol simple, or should be
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Dean
Just sent it to the email on the website
Rob ;D
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Its not the biggest problem in her life, she just expects to get the service she is paying for.
If you can't see that you shouldnt be working in the service industry.
The reasons re: the van, are irrelevant.
Id call her up and apologise profusely, tell her it'll get done tomorrow or over the weekend and stop believing that your customers are an inconvenience. Without them your sthum!
I couldn't agree more, this lady has every right to complain especially with the fact she has had no communication from you before hand.
your bread and butter customers should be just as important to you as your commercial are.
BUT
Shes never paid me a penny and by the sounds of it has no intention of paying.
Therefore she is right at the bottom of my list.
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dean, is she a new custy??
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Sort of Jo
2ish months old,
Like I say, I shouldve stated in the opening post but I was all excited typing :) :)
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Its not the biggest problem in her life, she just expects to get the service she is paying for.
If you can't see that you shouldnt be working in the service industry.
The reasons re: the van, are irrelevant.
Id call her up and apologise profusely, tell her it'll get done tomorrow or over the weekend and stop believing that your customers are an inconvenience. Without them your sthum!
Matt,
Tomorrow im in birmingham all day,
Sat and Sun Im having a well deserved break,
Mon,tues,wed,thurs,fri next week im everywhere but near the window in question.
The best I can offer her is a free clean, which I have done.
Hows things anyway mate?
Very good here Dean, thanks for asking.
Busy as a bee, even if I do miss a window or two ;)
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Dean
Just sent it to the email on the website
Rob ;D
Ive just emailed you back Rob on the address supplied :)
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dean i aint done an house for 3wks wiv ma van
worries now im waiting for an injector then thats
gota be mapped to van key an other 200 qid >:( >:(
get the dollar then dump her meir hay trash lol
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if she does not pay you, put the bill in an envelope marked unpaid invoice, no name on it lol, neighbour will open it and relized its next doors and hand it in, embarrassment. or not, and if that dont work, hand the next bill to the other neighbour, bet she pays,
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dean i aint done an house for 3wks wiv ma van
worries now im waiting for an injector then thats
gota be mapped to van key an other 200 qid >:( >:(
get the dollar then dump her meir hay trash lol
What I nightmare mate,
Atleast youve got that lidl dosh now, not much I know but hopefully itll help.
Its in one hand and out of the other :'( :'(
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if she does not pay you, put the bill in an envelope marked unpaid invoice, no name on it lol, neighbour will open it and relized its next doors and hand it in, embarrassment. or not, and if that dont work, hand the next bill to the other neighbour, bet she pays,
If it wasnt for the unsatisfied email id be tempted to arrest her for obtaining service through deception ;) ;)
I think shes all round bad news >:( >:(
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i would drop her like a hot potato/ dont chase the money and thatll leave you feeling bitter n twisted and better prepared to deal with the next WASTER you come across
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To be fair to the customer, yes she is being a little irrational, going about it the wrong way too,... a fair minded person would point this out to the window cleaner..... and ask why the window is being missed.
But.....The lady should have been told this window would not be being cleaned, and offered a reduction in the price,.... A simple explanation would have avoided losing this customer.
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Gazza,
Windows can be very distressing and this can sometimes lead to drink.
Shes a bad apple mate, I put this post up knowing what the responses would be and thats why I love CIU.
At the end of the day I can smell a bad customer a mile off and she is one.
The free clean on offer will more than likely be me collecting the £8 off her instead of the £16.
Dean
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Yes, you are right, maybe i was being too kind to her , if she's that bad.
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Gazza,
Windows can be very distressing and this can sometimes lead to drink.
Shes a bad apple mate, I put this post up knowing what the responses would be and thats why I love CIU.
At the end of the day I can smell a bad customer a mile off and she is one.
The free clean on offer will more than likely be me collecting the £8 off her instead of the £16.
Dean
WHAT?? and a free clean ;D this gets worse lol, anything else your hiding ;D
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Gazza,
Windows can be very distressing and this can sometimes lead to drink.
Shes a bad apple mate, I put this post up knowing what the responses would be and thats why I love CIU.
At the end of the day I can smell a bad customer a mile off and she is one.
The free clean on offer will more than likely be me collecting the £8 off her instead of the £16.
Dean
WHAT?? and a free clean ;D this gets worse lol, anything else your hiding ;D
Yes im offering her a share in my business just aslong as she lets us clean her windows from ladders every month and allows us to miss the offending window. ;D ;D ;D
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Ask yourself, what would Jesus say?
And go from there.
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Its not the biggest problem in her life, she just expects to get the service she is paying for.
If you can't see that you shouldnt be working in the service industry.
The reasons re: the van, are irrelevant.
Id call her up and apologise profusely, tell her it'll get done tomorrow or over the weekend and stop believing that your customers are an inconvenience. Without them your sthum!
Absolutely spot on, best advice on here in ages.
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1 bad mouthing customer can ruin a area for you so yes even though she owes u money I would still try to b seen to b chasing it up and rectifying it somehow,just my opinoin
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i just had one similar mate, couldnt do 2 window explained why , offered to knock price down and she reckoned that as i hadnt done these 2 windows the last time and still chharged her (i said we would return when i wasnt alone but next day the lad who works with me broke his hand so i had no one to hold ladder, thyre above a flat roof cant be wfpd)
so offered a reduction - she said shed paid enough and refused to pay so in effect she paid £10 for £20 of window cleaning and thought that was fair i just laughed and walked away - its my business she aint telling me what to charge weirdo
sack em
there will always be something to moan about
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Can I add something to this guys,
She hasnt paid yet and owes 2 lots of £8.
She makes no mention of this in the message.
I know its hard to get a gist of whats going on from one post but she is a clown,
I do care about my customers thats why Ive built up such decent business.
Thanks for the replies though,
The beauty of CIU and abbott ale :P
In that case even if she does want to cancel, as a bare minimum she owes you £14 IMO (deduct a generous £2 for missed window).
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id just forget about it now mate youve offered her a free clean not much more you can do, wiat till she replies ( if she does) then i would say free clean after monies outstanding have been paid, then go and do, this way you still got chance to to work for her if you still wanted to and you come out the good guy,
george
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why are you charging 8 quid for a house with a conservatory anyway?
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Ask yourself; What would Elvis do? and there is your answer.
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Okay, lets see what Elvis suggests.
What I'd Say
by Elvis Presley
Hey mama, don't you treat me wrong
Come and love your daddy all night long
All right, hey, hey, all right now
See the girl with the diamond ring
She knows how to shake that thing
All right, hey, hey, Mmm, all right now
Ahhh, Ohh, Ahhh, Ohh, Ahhh, Ohh, Ohh
Make me feel so good, make me feel so good right now
Make me feel so good, make me feel so good right now
Make me feel so good, make me feel so good
Mmm, see the girl with the red dress on
She can do the dog all night long
All right, hmm what'd I say, tell me what'd I say
Tell me what'd I say, tell me what'd I say right now
Tell me what'd I say, tell me what'd I say right now
Tell me what'd I say, tell me what'd I say
Ahhh, Ohh, Ahhh, Ohh, Ahhh, Ohh, Ohh
It's all right, It's all right right now
Baby, it's all right, Baby, it's all right right now
Baby, it's all right, Oh yeah!
Baby shake that thing, baby shake that thing right now
Baby shake that thing, baby shake that thing right now
Baby shake that thing, well I feel all right
So it would appear that according to the lyrics Elvis Presley suggests
'Baby shake that thing'
Which considering the apparent lack of understanding on the customers behalf might not be such a good suggestion.
We will wait and see what the outcome is once Dean has returned to 'shake that thing'
8)
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Its not the biggest problem in her life, she just expects to get the service she is paying for.
If you can't see that you shouldnt be working in the service industry.
The reasons re: the van, are irrelevant.
Id call her up and apologise profusely, tell her it'll get done tomorrow or over the weekend and stop believing that your customers are an inconvenience. Without them your sthum!
I couldn't agree more, this lady has every right to complain especially with the fact she has had no communication from you before hand.
your bread and butter customers should be just as important to you as your commercial are.
trouble is she ain't 'a bread an butter customer' coz she hasn't payed. Pay for the 2 previous cleans then we can talk!
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Its not the biggest problem in her life, she just expects to get the service she is paying for.
If you can't see that you shouldnt be working in the service industry.
The reasons re: the van, are irrelevant.
Id call her up and apologise profusely, tell her it'll get done tomorrow or over the weekend and stop believing that your customers are an inconvenience. Without them your sthum!
I couldn't agree more, this lady has every right to complain especially with the fact she has had no communication from you before hand.
your bread and butter customers should be just as important to you as your commercial are.
trouble is she ain't 'a bread an butter customer' coz she hasn't payed. Pay for the 2 previous cleans then we can talk!
forgot to add that she's got no problem over the missed window she just dosn't want to pay. Full stop.
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if she does not pay you, put the bill in an envelope marked unpaid invoice, no name on it lol, neighbour will open it and relized its next doors and hand it in, embarrassment. or not, and if that dont work, hand the next bill to the other neighbour, bet she pays,
jouk that is an absolutley fantastic idea!
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Ask yourself, what would Jesus say?
And go from there.
Luke 10 v 7b
"... the worker is worthy of his wages..." ;)
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but if he works 4 dean he opts out of his pension lol ;D ;D ;D ;D
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Hi guys,
I've just had a reply
Hi.
Thank you for your reply but as this wasn't explained to us when we
refused to pay as we weren't happy, unfortunately we have already found
someone new.
Thank you for the offer.
Regards
Tracey.
Bad apple, decent person or scum?
Its a good job I've got bigger fish to fry or I think I'd hunt her down and strangle her.
Dean
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I'd strangle her anyway. Just for fun
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if she does not pay you, put the bill in an envelope marked unpaid invoice, no name on it lol, neighbour will open it and relized its next doors and hand it in, embarrassment. or not, and if that dont work, hand the next bill to the other neighbour, bet she pays,
Now i like your thinking 8) ive got about 20 custys im going to try that with!
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I'd strangle her anyway. Just for fun
Lol, yeah you are right, why not ;D ;D
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Hi guys,
I've just had a reply
Hi.
Thank you for your reply but as this wasn't explained to us when we
refused to pay as we weren't happy, unfortunately we have already found
someone new.
Thank you for the offer.
Regards
Tracey.
Bad apple, decent person or scum?
Its a good job I've got bigger fish to fry or I think I'd hunt her down and strangle her.
Dean
Did she pay though? By my reckoning she owed you for two cleans minus a bit (£14?).
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dean go back to house fill your water fed back pack with dirty water and wash them again and leave them like that