Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: AuRavelling79 on November 02, 2010, 10:19:27 pm
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Let me explain ....
5 years ago - yes that's 5 - Mr. M pulls up in his SAAB convertible and asks me to clean his windows at no.83. Sure says I and toddles round, prices it up and get phoned to go and clean.
This was the first year I was wfp and so I go round with my (Peter Fogwill) trolley out of my Honda Estate and scrubbedy dub and put a ticket for £20 through the door.
A week later and no cheque (I've never collected anyway) so I knock the door, no reply and a reminder put through. Repeat twice over the next two weeks with no result and finally by going in the evening I catch them in and ask for payment.
Mrs M was very off-hand and told me she hadn't sent the money because one of the windows had streaks on it and she had no answer when I asked why she hadn't called me and told me a month earlier when I had done them.
I took my money and never went back.
Roll forward to this afternoon ...
Mrs M_____________ sees me working, doesn't recognise me and bleats about how difficult it is to get a windy (there are at least 4 of us in that road!) and would I do hers. I didn't recognise her at first until she gave me her name (very distinctive) and address. So I bit my lip and listened and she said she was going out now and so I said I'd pop round and give her a price.
I finish the house and go round to hers and look at it and see the windows haven't been done in a while (but prolly no more than a year) and am now thinking how to proceed.
My thoughts range like this:-
A) Do nothing and walk away.
B) Price for a first clean at one-off rate and give prices for regular afterwards but include it in a letter saying what happened previously and that they have to pay for the first clean up front before I go. (Tweak their nose in a "if they accept fine, if they don't tough for them" basis)
C) Send a note saying why I'd never do their windows as they were such bad payers etc.
Any thoughts?
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take there money like u have never met them, and collect on the day
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Give them a price of £30.00 instead of your £20.00 and keep it at that price then you be quids in, but dont do it until they give you the go ahead with your price and money up front, as you have been stung by them before. ;D ;D
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take there money like u have never met them, and collect on the day
B) then?
I`d be thinking that they`d been dropped again by a cleaner; going off the dates you give; and would be a bit dubious.
And I`d tell them I never liked them in the Bond films anyway.
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if in the back of your mind you thought they may have a point with a less than perfect clean the last time you did it, I may take them on for the challenge but there would be no strikes and first sign of messing about cancelled.
but if you think that clean 5 years ago was perfect then don't do it with or without a gold letter :D
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Due to history
1 clean+2 clean deposit
Ie: £20 house you take £60, next time its due you clean it so you still holding £20 then collect or wait for payment if she dont pay you dont clean again.
After maybe say 12 cleans tell her the 13th clean will be free and then its your choice if you wish to continue as we will be quits at that point.
If she aint happy about you not trusting her id say sorry but this is a trust business and you will need to build it up as you made a big thing out of 1 streak and tryed to rip me off!
Good luck with her
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Thoughts! Why are you even considering this Gold?
The moment you recalled who she was, you should have not let her waste any more of your time.
I'm slipping.
I'm agreeing with Ewan again.
This is becoming a really bad habit. I don't want his head swelling ;)
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Go for 3 cleans in advance payment...you're busy anyway so ...don't forget how this must have burned you up at the time.
Cheers
Dave
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I think 3 cleans in advance is too much to ask. she will tell you to take a hike.
I would send her a written quote, but keep it short and simple as if it's normal practice.
I would say regular price is £25.
First clean cost is £60. Broken down to £35 for first clean plus £25 for second.
All future cleans will be payable 1 month in advance.
This way you are always in control and she will play ball due to having already paid.
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Some people are just serial messers. Take her money
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Thanks chaps - I am in the Paul Coleman/stu-mac camp I think as in the past it irritated me no end. But the "challenge"/ price hike idea appeals.
If I do go for it I'm leaning towards a "gold" letter, a price hike + even more for the first clean and definitely money up front on the first one.
I wonder if I can train them? Mikecam's point in a previous thread hit home when he basically said amateurs dump and professionals work it out. ;)
I'll think on ...
More?
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Could you not find out who cleaned them the last time and find out why they have no wc again?
If you know the other cleaners in that area, that is.
Does the M stand for Messer? ;D
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I wonder if I can train them? Mikecam's point in a previous thread hit home when he basically said amateurs dump and professionals work it out. ;)
I'll think on ...
More?
so when mrs can you leave it until spring calls will you be amateur or professional about it ?
only asking as you seem to quick to tell others what they should do and yet you don't seem to know what you want to do yourself ?
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Why are you even wasting your time?
You are in this for money yes?
She dosen't want to part with hers.
Let her keep it and get on with customers worth cleaning.
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i never go back to a customer whos messed me about or cancelled .
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"I took my money and never went back."
You got your money 5 years ago, so all was equal.
You now have the advantage as obviously Mrs M doesn't recognise who you are....
Personally I would give a written quote with a first time clean and price thereafter. Confirming how often you clean (not what she wants) and confirmimg payment method and timescale of payment, making it crystal clear that you do not collect and will not carry out further cleans if payments are outstanding.
Gold....how much have you changed in 5 years?
The just maybe Mrs M has aswell :)
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Gold....how much have you changed in 5 years?
The just maybe Mrs M has aswell :)
Sorry Helen but that's total nonsence.
She has likely done the exact same thing to numerous other window cleaners over the last 5 years hence the fact she did not even recognise a window cleaner whom she has already attemted to rip off.
Steer clear.
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Gold....how much have you changed in 5 years?
The just maybe Mrs M has aswell :)
Sorry Helen but that's total nonsence.
She has likely done the exact same thing to numerous other window cleaners over the last 5 years hence the fact she did not even recognise a window cleaner whom she has already attemted to rip off.
Steer clear.
No it's not, we all change in some shape or form over the years.
EVEN if she was trying to rip him off she didn't as he got his money. From the first post she only saw him once when he got the money...... how many people do you recognise that have appeared on your doorstep once, from 5 years ago?
Gold says himself that until she said her name he didn't realise who it was.
Who knows, she might just play the game now. If "Golds" T & C's are made clear from the start, I personally think she will say no anyway :)
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Gold....how much have you changed in 5 years?
The just maybe Mrs M has aswell :)
Sorry Helen but that's total nonsence.
She has likely done the exact same thing to numerous other window cleaners over the last 5 years hence the fact she did not even recognise a window cleaner whom she has already attemted to rip off.
Steer clear.
No it's not, we all change in some shape or form over the years.
EVEN if she was trying to rip him off she didn't as he got his money. From the first post she only saw him once when he got the money...... how many people do you recognise that have appeared on your doorstep once, from 5 years ago?
Gold says himself that until she said her name he didn't realise who it was.
Who knows, she might just play the game now. If "Golds" T & C's are made clear from the start, I personally think she will say no anyway :)
I wish I had your bright outlook on life :) and people.
Being a cynical sort I know that once a thieving toe rag always a thieving toe rag.
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>BFG
Good point! I would normally drop without hesitation but the 5 year gap and the fact that "I know" is intriguing and in an immature sort of way rather enjoyable.
But I do so want to tweak her nose! That's sad I know.
>Helen
You have wise words but I have decided am not going to take this woman back on but I want to let her know that I know so I'll draft a letter to pop through her door saying no.
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>BFG
Good point! I would normally drop without hesitation but the 5 year gap and the fact that "I know" is intriguing and in an immature sort of way rather enjoyable.
But I do so want to tweak her nose! That's sad I know.
>Helen
You have wise words but I have decided am not going to take this woman back on but I want to let her know that I know so I'll draft a letter to pop through her door saying no.
Good decision.
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who's been doing her windows in the last five years and does she get passed around like a -------
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i would of said something like
you messed me around b4
and no doubt av messed others
around thats y youve got no wc lol ;D
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Here's the letter:-
Dear Madam,
Re: Your window cleaning enquiry.
Further to your enquiry yesterday I attended your house to view the windows and to gather information to provide a quotation. The gate was locked and so I was unable to gain access to the rear of your property but as you read on you will see that this is of no consequence.
This is because my visit crystallised in my mind a suspicion that was growing as we were speaking on the corner of B________ Rd. What I remember and you evidently do not is that about five years ago I did clean your windows when Mr. M_________ had asked me in similar circumstances when he pulled up in his car and asked me to quote.
My recollection of events was that I had to pay several visits to obtain payment which in my view should have been sent by return as agreed. Reminders were ignored and I felt completely unappreciated for my work. When I called at your house yet again, you finally paid me and my recollection is that I was given some excuse about one of the upper windows at the back having dirt marks on it but when I asked why I hadn't been told at the time rather than many weeks later no logical answer was forthcoming. I decided when the bill was paid that I would never, ever work for you again.
I am sure you agree that in light of my feelings about the above it would be in both our interests for us not to have a business relationship.
Yours faithfully,
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Gold, in my experience people don't change.You only have to look at your payment records to see that it's the same people that pay late time after time.
I see that she must have had other cleaners since you did them last, what happened to them.
Are you sure she doesn't remember you, or is she so desperate she's not letting on.
I'm with Ewan on this one, and believe you made the right decision in not taking her back on.
ignore your gut instinct at your peril, I know I have regretted not doing so in the past.
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Here's the letter:-
Dear Madam,
Re: Your window cleaning enquiry.
Further to your enquiry yesterday I attended your house to view the windows and to gather information to provide a quotation. The gate was locked and so I was unable to gain access to the rear of your property but as you read on you will see that this is of no consequence.
This is because my visit crystallised in my mind a suspicion that was growing as we were speaking on the corner of B________ Rd. What I remember and you evidently do not is that about five years ago I did clean your windows when Mr. M_________ had asked me in similar circumstances when he pulled up in his car and asked me to quote.
My recollection of events was that I had to pay several visits to obtain payment which in my view should have been sent by return as agreed. Reminders were ignored and I felt completely unappreciated for my work. When I called at your house yet again, you finally paid me and my recollection is that I was given some excuse about one of the upper windows at the back having dirt marks on it but when I asked why I hadn't been told at the time rather than many weeks later no logical answer was forthcoming. I decided when the bill was paid that I would never, ever work for you again.
I am sure you agree that in light of my feelings about the above it would be in both our interests for us not to have a business relationship.
Yours faithfully,
Just to make totally sure that she doesn't want you there again, maybe turn up with some mags sometime. That'll clinch it ;D
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Here's the letter:-
Dear Madam,
Re: Your window cleaning enquiry.
Further to your enquiry yesterday I attended your house to view the windows and to gather information to provide a quotation. The gate was locked and so I was unable to gain access to the rear of your property but as you read on you will see that this is of no consequence.
This is because my visit crystallised in my mind a suspicion that was growing as we were speaking on the corner of B________ Rd. What I remember and you evidently do not is that about five years ago I did clean your windows when Mr. M_________ had asked me in similar circumstances when he pulled up in his car and asked me to quote.
My recollection of events was that I had to pay several visits to obtain payment which in my view should have been sent by return as agreed. Reminders were ignored and I felt completely unappreciated for my work. When I called at your house yet again, you finally paid me and my recollection is that I was given some excuse about one of the upper windows at the back having dirt marks on it but when I asked why I hadn't been told at the time rather than many weeks later no logical answer was forthcoming. I decided when the bill was paid that I would never, ever work for you again.
I am sure you agree that in light of my feelings about the above it would be in both our interests for us not to have a business relationship.
Yours faithfully,
Just to make totally sure that she doesn't want you there again, maybe turn up with some mags sometime. That'll clinch it ;D
;D ;D ;D and if she turns the mags down, don't forget to offer a tract
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Here's the letter:-
Dear Madam,
Re: Your window cleaning enquiry.
Further to your enquiry yesterday I attended your house to view the windows and to gather information to provide a quotation. The gate was locked and so I was unable to gain access to the rear of your property but as you read on you will see that this is of no consequence.
This is because my visit crystallised in my mind a suspicion that was growing as we were speaking on the corner of B________ Rd. What I remember and you evidently do not is that about five years ago I did clean your windows when Mr. M_________ had asked me in similar circumstances when he pulled up in his car and asked me to quote.
My recollection of events was that I had to pay several visits to obtain payment which in my view should have been sent by return as agreed. Reminders were ignored and I felt completely unappreciated for my work. When I called at your house yet again, you finally paid me and my recollection is that I was given some excuse about one of the upper windows at the back having dirt marks on it but when I asked why I hadn't been told at the time rather than many weeks later no logical answer was forthcoming. I decided when the bill was paid that I would never, ever work for you again.
I am sure you agree that in light of my feelings about the above it would be in both our interests for us not to have a business relationship.
Yours faithfully,
Gold
I have always looked up to your greater experience, but this time I'm not sure I would go this route.
I would send a letter declining to do business stating that you did her windows 5 years ago, but that she wasn't happy with the service you provided. Take the blame - that way you can still talk to her when she comes to your Kingdom Hall ;D ;D ;D
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that is a good letter, but why waste all that brilliant effort?
The joy is in her reaction which you will miss. Tell her to her face and reap the moment. Little effort and she has been told.
Or better still, leave her dangling just like she did you. :)
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Walk away!
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Here's the letter:-
Dear Madam,
Re: Your window cleaning enquiry.
Further to your enquiry yesterday I attended your house to view the windows and to gather information to provide a quotation. The gate was locked and so I was unable to gain access to the rear of your property but as you read on you will see that this is of no consequence.
This is because my visit crystallised in my mind a suspicion that was growing as we were speaking on the corner of B________ Rd. What I remember and you evidently do not is that about five years ago I did clean your windows when Mr. M_________ had asked me in similar circumstances when he pulled up in his car and asked me to quote.
My recollection of events was that I had to pay several visits to obtain payment which in my view should have been sent by return as agreed. Reminders were ignored and I felt completely unappreciated for my work. When I called at your house yet again, you finally paid me and my recollection is that I was given some excuse about one of the upper windows at the back having dirt marks on it but when I asked why I hadn't been told at the time rather than many weeks later no logical answer was forthcoming. I decided when the bill was paid that I would never, ever work for you again.
I am sure you agree that in light of my feelings about the above it would be in both our interests for us not to have a business relationship.
Yours faithfully,
Gold,
I never put my feelings in a letter to a customer for the following reason:
Fast forward to the day after she gets the letter. She's suddenly telling all and sundry that you were snotty because she'd caught you doing a bad job the last time. Remember, all her neighbours will only hear her version of the story and she's got a letter to wave around an "prove" it.
Just bite the bullet and drop her a note saying "Apologies but I'm not going to be able to clean your windows".
My recent experience with a difficult customer could have ended up with a letter to him that would have satisfied me but looked bad if he told it in his words. Instead, I just sent a note saying (literally) "Let's call it a day, no charge for the clean". There's no way that can be misrepresented.
If you write about how you feel it will come back and bite you.
Vin
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Here's the letter:-
Dear Madam,
Re: Your window cleaning enquiry.
Further to your enquiry yesterday I attended your house to view the windows and to gather information to provide a quotation. The gate was locked and so I was unable to gain access to the rear of your property but as you read on you will see that this is of no consequence.
This is because my visit crystallised in my mind a suspicion that was growing as we were speaking on the corner of B________ Rd. What I remember and you evidently do not is that about five years ago I did clean your windows when Mr. M_________ had asked me in similar circumstances when he pulled up in his car and asked me to quote.
My recollection of events was that I had to pay several visits to obtain payment which in my view should have been sent by return as agreed. Reminders were ignored and I felt completely unappreciated for my work. When I called at your house yet again, you finally paid me and my recollection is that I was given some excuse about one of the upper windows at the back having dirt marks on it but when I asked why I hadn't been told at the time rather than many weeks later no logical answer was forthcoming. I decided when the bill was paid that I would never, ever work for you again.
I am sure you agree that in light of my feelings about the above it would be in both our interests for us not to have a business relationship.
Yours faithfully,
Gold,
I never put my feelings in a letter to a customer for the following reason:
Fast forward to the day after she gets the letter. She's suddenly telling all and sundry that you were snotty because she'd caught you doing a bad job the last time. Remember, all her neighbours will only hear her version of the story and she's got a letter to wave around an "prove" it.
Just bite the bullet and drop her a note saying "Apologies but I'm not going to be able to clean your windows".
My recent experience with a difficult customer could have ended up with a letter to him that would have satisfied me but looked bad if he told it in his words. Instead, I just sent a note saying (literally) "Let's call it a day, no charge for the clean". There's no way that can be misrepresented.
If you write about how you feel it will come back and bite you.
Vin
Well said that man.
I like the letter but it achieves nothing.
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I want her to know that I won't clean her windows and for her to know why. I'm going to publish and be damned! ;D
How about this: (changes to original are in red)
Dear Madam,
Re: Your window cleaning enquiry.
Further to your enquiry yesterday I attended your house to view the windows and to gather information to provide a quotation. The gate was locked and so I was unable to gain access to the rear of your property but as you read on you will see that this is of no consequence.
This is because my visit crystallised in my mind a suspicion that was growing as we were speaking on the corner of B________ Rd. What I remember and you evidently do not is that about five years ago I did clean your windows when Mr. M_________ had asked me in similar circumstances when he pulled up in his car and asked me to quote.
Events surrounding and flowing from that time have made me decide that it would be in both our interests for us not to have a business relationship.
Yours faithfully,
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Good price, bad payer,,,,,,,,,,,simply not worth the time or hassle. Trust your gut instinct.
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I want her to know that I won't clean her windows and for her to know why. I'm going to publish and be damned! ;D
Pride will lead you into all sorts of places...
Good luck - it may work out fine.
Vin
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dont do it ;just been stung 70 notes with a dud cheque you do it and it will bite you
stear clear of messers
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If i was to receive that letter i would think what a prick .
just tell the woman to her face and put it simple .
YOU MESSED AROUND FIRST TIME YOU DONT GET A SECOND CHANCE .
WHO RUNS YOUR ROUND .
dont let them take the p , DUMPED ;D
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If i was to receive that letter i would think what a prick .just tell the woman to her face and put it simple .
YOU MESSED AROUND FIRST TIME YOU DONT GET A SECOND CHANCE .
WHO RUNS YOUR ROUND .
dont let them take the p , DUMPED ;D
Ah ... but ds - you aren't a snobby householder who lives in a big house in a "select" part of Bristol who treats people with disdain. If I was dealing with you I just would have told you as soon as I recognised you for who you are.
If I do as you suggest then all I would be doing is to show a level of unbridled speech that will fit their stereotypical view of window cleaners.
I run my round - she will not get her windows cleaned I will have the satisfaction of knowing that she will "stew" - she is that type.
I do not care what she says to her neighbours it will have no effect on my round.
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If i was to receive that letter i would think what a prick .just tell the woman to her face and put it simple .
YOU MESSED AROUND FIRST TIME YOU DONT GET A SECOND CHANCE .
WHO RUNS YOUR ROUND .
dont let them take the p , DUMPED ;D
Ah ... but ds - you aren't a snobby householder who lives in a big house in a "select" part of Bristol who treats people with disdain. If I was dealing with you I just would have told you as soon as I recognised you for who you are.
If I do as you suggest then all I would be doing is to show a level of unbridled speech that will fit their stereotypical view of window cleaners.
I run my round - she will not get her windows cleaned I will have the satisfaction of knowing that she will "stew" - she is that type.
I do not care what she says to her neighbours it will have no effect on my round.
im not saying there will be a effect on your round but after 5 years your round should be full where you wouldnt even consider going back to a messer .
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Spot on, ds - it's not if I don't take her back - it's how.
Anyhoo decision made - the shorter of the "pricks" letters will be sent. ;D
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It`d be interesting to see Mrs.Messers reaction, if she could read this thread.
She`s probably not that bothered about having her windows cleaned ;D.
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It`d be interesting to see Mrs.Messers reaction, if she could read this thread.
She`s probably not that bothered about having her windows cleaned ;D.
She'd probably agree with ds's assessment of me! ;D
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It`d be interesting to see Mrs.Messers reaction, if she could read this thread.
She`s probably not that bothered about having her windows cleaned ;D.
She'd probably agree with ds's assessment of me! ;D
We know that`s not true though :).
I mean, I think we over estimate our importance in peoples` lives sometimes. That`s probably why we see them as messers. That and the fact they are thoughtless, self-centred :-X....er beggars.
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I'd go with A. You don't need the hassle.
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Mrs M phoned me up this lunchtime and apologised.
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Mrs M phoned me up this lunchtime and apologised.
Now what?
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Mrs M phoned me up this lunchtime and apologised.
reckon she has read this thread malc ;D
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She told me she was really sorry and she can't get a window cleaner and that her husband is really fussy and... each thought the other had paid it. (a likely tale)
I said I can cope with fussy but that it is the lack of communication I had difficulty with.
It was all very polite but we both knew that I wasn't going to be cleaning her windows in the future.