Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: GB Window Cleaning on November 30, 2010, 07:48:26 pm
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here is a text i got just now...
please dont bother this month thanks. dont think its really worth it, do you? lol. see you in jan and have a great xmas.
Now she has been a good customer for a fair while now so im just thinking of what to reply if anything?!
what would everyone else say to this?
all input much appreiciated!
regards g.b
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leave it,
and the next custy please. ;) ;)
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wouldnt waste a text, just see them in new year,
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Just put her on your dump list for when you have enough more reliable custys
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leave it,
and the next custy please. ;) ;)
let her get away with it? or replace asap? i think i need to give her my spiel about workoing in all weathers, not to metion the fact that windows get dirtyer in the winter if anything?! ::)
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just text no problem, have a nice xmas, if it is the first time forget it,, if they start doing it regualr then offer 2 months or dump
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Just put her on your dump list for when you have enough more reliable custys
i like this answer best so far :)
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just text no problem, have a nice xmas, if it is the first time forget it,, if they start doing it regualr then offer 2 months or dump
she has done this about twice before! so i feel i need to educate her maybe
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not much u can do, just say ok, how often is she saying not this month
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here is a text i got just now...
please dont bother this month thanks. dont think its really worth it, do you? lol. see you in jan and have a great xmas.
Now she has been a good customer for a fair while now so im just thinking of what to reply if anything?!
what would everyone else say to this?
all input much appreiciated!
regards g.b
I`d reply:
LO eff`ing L.
I`m glad you find it funny, Ebeneezer.
Great Xmas? You stingy b@stard, I hope your tree falls down and mother-in-law comes to stay.
See you in Jan...if I can fit you in....LOL.
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think yourself lucky in this weather, you will have more chance of getting round everyone before xmas, So all their families can come for xmas dinner and say "ooh your windows are so clean,and the frames are sparklie white" ;D
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I`d reply:
LO eff`ing L.
I`m glad you find it funny, Ebeneezer.
Great Xmas? I hope your tree falls down and mother-in-law comes to stay.
See you in Jan...if I can fit you in....LOL.
;D ;D
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thats why you give em your number :(
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Those storms we had a couple of weeks ago have resulted in a few cancellations for me.
The windows were filthy again within days of doing them.
Makes people wonder if it's worth paying good money to have them done.
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Picked up a cusomers 3 months ago, wanted her and her next door neighbours who is her daughter as theyre old window cleaner "wasnt reliaible and told me that it was too sunny to be out window cleaning!"
So i said dont worry you'll see me all year round! Great they said. First time fine, second time daughter goes "you aint dont mine have you?" Yeh have done the fronts, "oh i didnt want them doing this month"
Slightly annoying, got there for third clean do daughters she comes out "i was contemplating not having them done" righto, then do moms and collect today and she tells me to knock in future as its "not worth doing them when its like this"
D.U.M.P.E.D.
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I`d reply:
LO eff`ing L.
I`m glad you find it funny, Ebeneezer.
Great Xmas? You stingy b@stard, I hope your tree falls down and mother-in-law comes to stay.
See you in Jan...if I can fit you in....LOL.
This is what i'd like to say yea! >:(
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Those storms we had a couple of weeks ago have resulted in a few cancellations for me.
The windows were filthy again within days of doing them.
Makes people wonder if it's worth paying good money to have them done.
I hate to say it but maybe they have a point? :-\ im confused lol
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just take it on the chin ;thats why i like to keep more than i can do
in the bad weather move on to ones that need to be cleaned that way
you can keep the good ones happy.
lets be honest this week or two your not going to be doing too much
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just take it on the chin ;thats why i like to keep more than i can do
in the bad weather move on to ones that need to be cleaned that way
you can keep the good ones happy.
lets be honest this week or two your not going to be doing too much
thanks mate
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Reply, I would suggest you become a reduced frequency clean customer,thats every other time charged at a slight premium,please let me know if you wish to proceed this way and i may spare your children.
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Reply, I would suggest you become a reduced frequency clean customer,thats every other time charged at a slight premium,please let me know if you wish to proceed this way and i may spare your children.
sounds good ;D
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Reply, I would suggest you become a reduced frequency clean customer,thats every other time charged at a slight premium,please let me know if you wish to proceed this way and i may spare your children.
Sean, you`re a soft touch but that`s a good point about a reduced frequency clean.
GB, seriously though, it depends on how much work you have at the moment, whether you dump or not. But if you don`t want to dump them, I`d certainly let them know how you feel about it.
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Txt back
I hope you don't get laid off before Christmas it doesn't feel very nice.
When you want windows cleaned in the future, please note it will cost you double.
Merry Christmas! NOT
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double next month as two months worth of dirt to get off LOL
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i had a custy come out and say dont bother i done them yesterday as your late, i was 2 days late
looked at the windows they were mank i told her she was lying and to find a new windy
i work to pay bills so need reliabilty
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some really good replys guys, i really appriecate it!!! i think i'll have to have a chat with her next time i see her
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Just put her on your dump list for when you have enough more reliable custys
i like this answer best so far :)
me too
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If they don't mess too much let it go.
If it's eating away at you (sometimes it does for me.)
I'd text back "sorry to hear you don't want me on a monthly basis anymore, thanks for custom;
if you decide in the future you require a reliable window cleaner who calls every month all year round, then please let me know. Merry xmas"
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here is a text i got just now...
please dont bother this month thanks. dont think its really worth it, do you? lol. see you in jan and have a great xmas.
Now she has been a good customer for a fair while now so im just thinking of what to reply if anything?!
what would everyone else say to this?
all input much appreiciated!
regards g.b
cant see the problem
you have no control over this situation therefore dont worry you will always get this in this business if some one doesnt want the windows cleaned you cant do alot about
when you go back next year? put her up £1.00 then after 10 cleans you will have the months money back
can i ask how many customers do you clean in a month? yes well thats a lot now does one customer seem that bad
bob
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If they don't mess too much let it go.
If it's eating away at you (sometimes it does for me.)
I'd text back "sorry to hear you don't want me on a monthly basis anymore, thanks for custom;
if you decide in the future you require a reliable window cleaner who calls every month all year round, then please let me know. Merry xmas"
this is a tex id use if they have made excuses before,maybe let it go if it only happens once a year but regular not fair on us,they all say they want a regular window cleaner until it suits them to change the rules,iv got 1 custy who has asked to leave it this time when he went on holiday,and asked me last month leave it december and jan as having new windows,but wasnt exactly sure when they were fitting them so he on his last warning but doesnt no it yet
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I had a custie say leave this time the other day to me. I replied that I only do regular work as I don't waste my time or fuel driving to jobs just to be turned away when I could be doing some other job which is regular that pays my bills.
He changed his mind and allowed me to clean his windows then and paid, (I've marked him down as strike 1 now), 2 to go and dumped in my book. Don't mind genuine excuses like builders working or painters in but not just cause they can't be arsed or don't have cash on them as it messes up my routine.
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this is a tex id use if they have made excuses before,maybe let it go if it only happens once a year but regular not fair on us,they all say they want a regular window cleaner until it suits them to change the rules,iv got 1 custy who has asked to leave it this time when he went on holiday,and asked me last month leave it december and jan as having new windows,but wasnt exactly sure when they were fitting them so he on his last warning but doesnt no it yet
why not tell them your rules and conditions instead of letting it go to 3 strikes why not tell then the first time they mess you about so they know where they stand and dont think they can get away with it willy nilly?
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if and when he makes the next excuse if its nothing to do with building work then i shall tell him that this is becoming a regular thing, and give him the ultamatum, every month, every other time for 50% more or get another w/c
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here is a text i got just now...
please dont bother this month thanks. dont think its really worth it, do you? lol. see you in jan and have a great xmas.
Now she has been a good customer for a fair while now so im just thinking of what to reply if anything?!
what would everyone else say to this?
all input much appreiciated!
regards g.b
I`d reply:
LO eff`ing L.
I`m glad you find it funny, Ebeneezer.
Great Xmas? You stingy b@stard, I hope your tree falls down and mother-in-law comes to stay.
See you in Jan...if I can fit you in....LOL.
griif that is funny
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if and when he makes the next excuse if its nothing to do with building work then i shall tell him that this is becoming a regular thing, and give him the ultamatum, every month, every other time for 50% more or get another w/c
yea, i see. i know how it is when you dont wanna lay down the law too quick. i suppose we have to give em a little lee-way
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I had a custie say leave this time the other day to me. I replied that I only do regular work as I don't waste my time or fuel driving to jobs just to be turned away when I could be doing some other job which is regular that pays my bills.
He changed his mind and allowed me to clean his windows then and paid, (I've marked him down as strike 1 now), 2 to go and dumped in my book. Don't mind genuine excuses like builders working or painters in but not just cause they can't be arsed or don't have cash on them as it messes up my routine.
There`s a lot of sense in that.
Some will try it on but if you let them know how you work, they maybe less inclined to do so.
We get bills and think I could do without that this month; but we pay it because we have to.
We are just another bill to many customers.
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I like griffo's response!
What would I do?
Things that make me think I might keep the custy for the present:-
She's a good custy in your view.
If I have rather less custies than I need.
If it is easy to get to.
Things that make me want to drop her:-
She's done this before.
If it is anything other than a blisteringly good hourly rate.
All things considered I'd drop a note saying:-
Thank you for your kind wishes, I hope you and yours have a good time but hope you don't mind me mentioning that in the future I am unable to take cancellations without good reason. I have a waiting list for customers who want a reliable monthly window cleaner and I feel I must work primarily for those who appreciate this.
I hope you understand.
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@ gormless gold
i really like what you said there, that seems like something i would say because im not one for loosing my temper with people and getting snotty about it, i just need to make cust'y realise !
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the split second i hear "can you LEA " I know for sure theyre going to say "leave it this time " . i then get a sort of satisfaction by gathering up my gear as they keep talking but i dont reply(+have an awful expression on my face of having just smelled poop ) and then i turn my back on them forever
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the split second i hear "can you LEA " I know for sure theyre going to say "leave it this time " . i then get a sort of satisfaction by gathering up my gear as they keep talking but i dont reply(+have an awful expression on my face of having just smelled poop ) and then i turn my back on them forever
:o wow really? so you dont even give tham one chance? you dont even explain your conditions and what you feel is a reasonable cancelation? harsh but im slightly in hore of you i must say! ;)
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Gold, i like how you worded your polite pi55 off, better than mine ;)
think i'l use that one next time.
I haven't got the energy to throw my teddy from the pram anymore :D
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I like griffo's response!
What would I do?
Things that make me think I might keep the custy for the present:-
She's a good custy in your view.
If I have rather less custies than I need.
If it is easy to get to.
Things that make me want to drop her:-
She's done this before.
If it is anything other than a blisteringly good hourly rate.
All things considered I'd drop a note saying:-
Thank you for your kind wishes, I hope you and yours have a good time but hope you don't mind me mentioning that in the future I am unable to take cancellations without good reason. I have a waiting list for customers who want a reliable monthly window cleaner and I feel I must work primarily for those who appreciate this.
I hope you understand.
You post some really useful info Gold! I like the way you put that. I'll be in positive control of the situation next time rather than getting properly narked off by it/them and spending all day brooding about it.
cheers,
Tom
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the split second i hear "can you LEA " I know for sure theyre going to say "leave it this time " . i then get a sort of satisfaction by gathering up my gear as they keep talking but i dont reply(+have an awful expression on my face of having just smelled poop ) and then i turn my back on them forever
:o wow really? so you dont even give tham one chance? you dont even explain your conditions and what you feel is a reasonable cancelation? harsh but im slightly in hore of you i must say! ;)
with a full round theres no reason to pander to anybody. You either WANT ME or YOU DONT WANT ME . of course i do listen as they explain the reason for cancelling ,but 9 times out of 10 its a weak reason.
before i was a window cleaner i took a few hard knocks in my life and these taught me to toughen up ,take no prisoners! (but be friendly at same time )
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when they say its not worth doing in this weather because they'll only get dirty again straight away what is your response to this? this is one cancelation reason i struggle to argue with! ::)
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when they say its not worth doing in this weather because they'll only get dirty again straight away what is your response to this? this is one cancelation reason i struggle to argue with! ::)
Ask them if they shower/bathe every day. Do they brush their teeth. Have their hair cut/done etc. etc.
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'@@@@@@@when they say its not worth doing in this weather because they'll only get dirty again straight away what is your response to this? this is one cancelation reason i struggle to argue with!@@@@@@@@@@@@
Thinking about it. These people are the worst and need replacing asap.
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when they say its not worth doing in this weather because they'll only get dirty again straight away what is your response to this? this is one cancelation reason i struggle to argue with! ::)
When you start, agree a price and frequency of clean.
If it`s monthly, they are paying you to keep the windows clean. If they get dirty again, you will clean them the following month.
If they are not too bad, then you will ensure they stay clean the next visit.
If they want to change the terms of your agreement, then you can do the same ie charge more or dump. Offer 2 monthly at an increased price or a `whenever it suits them clean` at a premium rate.
Or if you don`t mind the cancellation, carry on as normal.
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the split second i hear "can you LEA " I know for sure theyre going to say "leave it this time " . i then get a sort of satisfaction by gathering up my gear as they keep talking but i dont reply(+have an awful expression on my face of having just smelled poop ) and then i turn my back on them forever
I have dropped jobs after the first bit of messing about too sometimes. It depends on a number of factors really in no particular order:
1 ) The size of the job.
2 ) The attitude of the customer.
3 ) The reason (if any) for sending me away.
4 ) The customer's previous track record with me.
5 ) How well (or otherwise) I earn from the job.
6 ) Where it is in relation to my other work.
7 ) How much I need the job.
8 ) Although I hate to admit it, it can have something to do with my own mood on the day too.
I have started to view things a bit differently lately though. If they want to start sending me away more than once, I can supply the service at half the normal frequency with a loading on the price. I suspect this may be the way forward with a few of my customers. If they continue to send away when receiving the less frequent/more expensive service, then I will drop the job. This could make for an interesting experiment.
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not a bad plan that pc :) the last bit plan of action for the future
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Just say, if it's worthwhile..
"Shall I just put you on a clean every 6 weeks, and be here 2 weeks from now?"
Surely that's better than ditching them completely. Maybe if you have customers in the area you could put them on 8 weeks.
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It really depends so much on where your business is at the minute.
When I am losing more clients than I am taking on, and that has been the case this last 12 months, I tend to give a bit more leeway.
When you are going through a bit of a boom with plenty of work coming in it's different, then is the time to do your dropping and culling.
There is a fine line between you being totally in charge of your business,
and your customers needs having to be given more consideration.
It's your business, your call, but I try not to cut off my nose to spite my face.
Just remember the messers when business picks up again.
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Well said Dai.
One thing I would add though, is to let them know how you feel; but word it politely and professionally; if you don`t want to dump that is.
For example- "it`s not really ideal to cancel" or mention cleaning to a schedule.
If they think you`re not bothered, they may cancel when they want.
If you make them think the implications of a cancel, they might reconsider.
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Hi
I used to trade under the name p1ss me about window cleaning
Now if I'm asked to leave it this month I ask if they would like me just to do the front to keep them on the books.
Lee.
takenopoowindowcleaning.co.uk
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I actually log against each person if they mess you about. They go on the replace list, when we get someone of equal or greater 'value' they go. Works very well.
This isn't just 'not this time' it can also be delayed payment or just those who are rude or unpleasant.
I think what might be happening at the moment also is that they are all trying to get their windows cleaned Christmas week...
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Maybe Im too nice but my reaction would be fine no problem onto the next ... dont get me wrong Im not a lover of customers and now days dont take any messing but in this weather Im prepared for an amnesty for a 1 off cancellation (at least she cancelled you before u got there)
If she is a serial messer then fair enough thats another matter but if of previous good character then NEXT IN THE QUEUE PLEASE !! :D ...
As Mr Plumb says sort of comes with the job but like I say if its a one off then no problem for me
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I actually log against each person if they mess you about. They go on the replace list, when we get someone of equal or greater 'value' they go. Works very well.
This isn't just 'not this time' it can also be delayed payment or just those who are rude or unpleasant.
notes section on george good for that but I use a code like the doctors do ;D u need to translate some words cos of swear filter
LTTx1 = Leave this time x amount they done it (max of 2 then dropped)
FOC = Flipping obnoxious bunt (1 strike only for this - everyone has a bad day now and again)
DSM = Dog poo mountain (if too busy they dont get done)
PP = Poor payers (anyone over 20 days)
Anyone got anymore :D
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you say about being professional and telling customers where to get off,The customer has a say in how frenquent they have their windows cleaned.its up us to charge a fair price the following time(first clean rate) or when you have a full round replace them that is business they dont owe you a living
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you say about being professional and telling customers where to get off,The customer has a say in how frenquent they have their windows cleaned.its up us to charge a fair price the following time(first clean rate) or when you have a full round replace them that is business they dont owe you a living
Of course they do. And we have a say in whether we want to do them or not.
If you agree a price and frequency, cancellations change the agreement then.
So charge more or concentrate on your regular customers.
It`s a two way thing. Some customers need to know that we can cancel them, as much as they can us.
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I think each job has to be taken on its own merits as many have said.
I had a customer cancel for the winter in oct 09, and start again may 10. I said to myself i would not allow him to do it again but sure enough one of my lads came in last week and said he had cancelled till the spring.
At first I was mad and said stuff him I won’t take him back on, but when I look at it closely, I earn exactly the same each year from him as I do from his neighbour who is every 8 weeks instead of 4. in fact more as this year as he had a clean in Nov.
So when he calls next year I will say "no problem but from now on its a fiver extra to clean off the winter muck on the first clean" I am sure he will say yes and we are both happy.
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It`s a two way thing. Some customers need to know that we can cancel them, as much as they can us.
Not cancelled that many but when I have, the look on their faces when I have done it makes all their crap ive taken very worthwhile.
The ones I have cancelled normally started off ok and the common thread is what they have said "you cant find a decent window cleaner these days"
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you say about being professional and telling customers where to get off,The customer has a say in how frenquent they have their windows cleaned.its up us to charge a fair price the following time(first clean rate) or when you have a full round replace them that is business they dont owe you a living
Of course they do. And we have a say in whether we want to do them or not.
If you agree a price and frequency, cancellations change the agreement then.
So charge more or concentrate on your regular customers.
It`s a two way thing. Some customers need to know that we can cancel them, as much as they can us.
We have control,when I started window cleaning I use to put up with all sorts of rubbish spread out work and irregular customers awkward access but as my business grows they get put to the bottom of the list and a new guy will probably pick them up just as I did when I started,I remember cleaning this house and said to the lady" I see you next month" and she said "I was only looking for an Irregular window cleaner",It was my second day in the game and it puzzled me at first,I think i cleaned her house 3 times over a year and then after a while forgot to knock as I was too busy.I suppose she got her irregular window cleaner or another guy got the same patter of "my window cleaner has'nt been for a while,He use to just turn up when he liked" sounds familiar.
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Best ever advice i have heard on this forum is.. CCC... Canvass, Clean, Cull
Do this and the messers automatically get what they deserve!
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Hi,
I love posts like these.
As it was once put, your customer base is not fixed, but fluid, which means it keeps changing and we have to adapt to the change.
If a customer texted me with that message, I would welcome it as we probably wouldn't clean them anyway this month. We are in the North East and we have worked 1 day since the middle of November due to the weather.
I wonder if this will be the same advise to dump them that W/C's will be giving in a couple of years time. The Irish bailout has done nothing to eleviate their situation - Italy now on the list with issues as is Belguim and Germany with the threat of bankrupcy if the whole EU goes belly up. America has made it clear that it is looking toward the East and not interested in Europe or the Euro. At the rate that the world financial situation is collapsing we could end up in the replication of the 1930 depression in America - looking for work but finding none as no one has the money to pay you. Will we be looking to barter other essentials for doing work - ie vegetables, eggs etc.
We as window cleaners are part of the whole financial institution and take our living from it as are our customers that provide that living. Its scary times for us all, fuel and heating price rises along with the cost of food. We are being bombarded with advertising to buy large cost items now before the VAT increase in January - there is always something.
Maybe we have to look at ourselves and modify the way we work - extend cleaning times as has been suggested to accomodate our customers as they are also squeezed financially. Yes is bugs me when you get cancelled for stupid excuses, which usually boil down to them not having any money, but they still have money to spend on booze and cigs.
IMO customers are not worth raising your stress levels for.
Spruce
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some really good responses here guys, thankyou soo much, reading these has made things clear in my mind and also made me smile at times :)
I can tell this subject is close to the heart of many windys on here, as it is mine!
thanks once again everyone
best regards g.b
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I once had a custy ask me what I do when a custy is a bad pyer or a messer. I told her that custies like that need a new window cleaner. She laughed and looked suprised, then I explained how we work. We supply a service, there are more custies out there than we could possibly do, so we pick who we work with/for. The smile dissapeared and it dawned on her what I was saying. She always pays on time.
Some people need a helping hand to see how reality is.
Never dump a custy, replace with two new ones. That way, your business runs under your control and not your custies control.
We all get this mate. Tempting to get a baseball bat innit? ;)
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All you posters who were ready to dump customers because they asked you to leave it this month, how are you feeling now as you would not have got round to doing them anyway! ;D
And how will you feel if they dump you for not doing them this month! cant use the weather as an excuse as you would not take that as an excuse from the customers!
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All you posters who were ready to dump customers because they asked you to leave it this month, how are you feeling now as you would not have got round to doing them anyway! ;D
And how will you feel if they dump you for not doing them this month! cant use the weather as an excuse as you would not take that as an excuse from the customers!
Good point made there
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If they do it more than once i dump them! she clearly doesn't appreciate you cleaning her windows all year round and the time of year you need it most she tells you to leave it. get rid son!!!
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Hi,
I love posts like these.
As it was once put, your customer base is not fixed, but fluid, which means it keeps changing and we have to adapt to the change.
If a customer texted me with that message, I would welcome it as we probably wouldn't clean them anyway this month. We are in the North East and we have worked 1 day since the middle of November due to the weather.
I wonder if this will be the same advise to dump them that W/C's will be giving in a couple of years time. The Irish bailout has done nothing to eleviate their situation - Italy now on the list with issues as is Belguim and Germany with the threat of bankrupcy if the whole EU goes belly up. America has made it clear that it is looking toward the East and not interested in Europe or the Euro. At the rate that the world financial situation is collapsing we could end up in the replication of the 1930 depression in America - looking for work but finding none as no one has the money to pay you. Will we be looking to barter other essentials for doing work - ie vegetables, eggs etc.
We as window cleaners are part of the whole financial institution and take our living from it as are our customers that provide that living. Its scary times for us all, fuel and heating price rises along with the cost of food. We are being bombarded with advertising to buy large cost items now before the VAT increase in January - there is always something.
Maybe we have to look at ourselves and modify the way we work - extend cleaning times as has been suggested to accomodate our customers as they are also squeezed financially. Yes is bugs me when you get cancelled for stupid excuses, which usually boil down to them not having any money, but they still have money to spend on booze and cigs.
IMO customers are not worth raising your stress levels for.
Spruce
Couldn’t put it any better :-)