Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: GB Window Cleaning on December 13, 2010, 10:37:52 pm
-
so ive got some custards who are really starting to p!$$ me off now >:( and i feel theres nothing left but to give them there 2nd strike (and last chance) which leaves me wondering about the next step...
now using the 3 strike rule this leaves them no more chances, the nesxt time they mess me about there gone! right?
so i would like to know what everyone would say to them at this stage? as to let them know this is there last chance
regards g.b
-
nothing as soon as they say leave it just smile
though try to replace with one of higher price first ;D ;D ;D
-
I tell them what they have done to pee me off and that I will not be doing there window any more.It give me great pleasure.The look on some of there faces there have never been told were to get off. its priceless.
-
for the last 2 years in January I have dropped all the ones that have messed me about over the previous year, I dont bother telling them as they aint worth it.
I have about 6-7 thats getting the boot this coming Jan. :D
-
i was thinking of telling them there on there last chance... somehow :-\
something like...
"oh hello mr smith, i thought id let you know that im afriad due to the amount of cancelations/times you havnt left the gate open when i phone the night before/unpaid cleans etc... your on your last warning" ;D but this doant sound right to me!
or maybe something like...
"oh hello mrs jones, i just thought id let you i only want regular reliable cusy's so in future you will have to pay when you say you will/leave gate open when i text the night before etc...
oh god knows >:(
-
dont say anything. wait till they realise you have been missing them out, then when they ask why, tell them. do it in a nice way cause most of time they will ask you to come back, then hit them with the extra couple quid increase. always works for me ;D
-
thanks for the replys so far people! keep em coming please :) i need all the ideas i can get
-
Cozy had a very good rule of thumb.....go out get 2 new customers and then get rid.
Not always possible....so you could just keep that customer and use them a a speed test for new equipment, techniques etc...(got this idea from someone who I cannot remember the name of).
Sometimes it is difficult not to take these issues personally...try to think of it as a business decision...another method I have found is write your thoughts down in your work book then re-visit your 'thoughts' page at the end of the week and then make that decision. Avoid all dumping decisions 'now' (where possible) on the spot decisions seem to be the ones that we regreat later.
Cheers
Dave.
-
i absolutely live by the 3 strike rule.Mostly
a funny thing happened to me yesterday while cleaning inside a house.the woman of the house was having her hair done by a mobile hairdresser and as i got close to where they were sitting we all started chatting. the topic soon rolled round to "how are u coping in this weather " and i said im allrite as iv dropped no end of total messers,who forget to unlock the gate/ask me to "leave it this time " and arent they a REEeal waste of space. i went on-and-on as my bitterness was unleashed and suddenly i realized that this very woman had done all these things and more ! (probably on her 7th strike)
there was a bit of an awkward silence at this point
-
Hi
I normally just say that as I am full I am only keeping custard who do not miss me.
I also say that there is only so many houses or hours in a day that I can do and if someone misses me it affects my income.
Feels great to get rid of them though
Lee
-
If they are really that bad then the next time they say 'leave it please' smaile and say no problem, as you are no longer having a regular service your next clean will be based on our ad hoc service, prices for this start at £40.00
( done this, custy been good as gold since )
Same as locked gate, due to gate being locked i will have to impose a surcharge of £10.00 for inconvienience -
i wouldn't worry about 'warning' them in writing, it could come across badly
for the gate pop by or ring making them aware that if the gate continues to be locked then the surcharge will
have to be in effect.
if they don't like it they will cancel - that way you keep control
Darran
-
I have this problem from time to time, i tackle it 100% business like.
for eg....
Mr Edwards says leave it every other month or Mrs Jones says it looks as if its gonna rain ect ect,...My solution... If you want it every other it goes up by £1.50 to £2.00 and then if you miss even more months its im sorry but i cant keep you on the rounds as im only after reg cleans as im running a business.
and the old fav its going to rain..my solution.......ok if you dont want them cleaned because you think its going to rain then i cant clean at all as it rains all the time in the uk and there's no point in cleaning your windows, but thanks anyway...
as a rule of thumb i do mention all this when i puck up new customers i make it clear that the odd shower wont dirty windows and what with the back gates ect, i make my self clear and that norm does the trick...
i dont even go to 3 times if they dont want it i wont clean,its that simple, you will always pick more up, i wouldn worry pal.......
-
i absolutely live by the 3 strike rule.Mostly
;D ;D ;D
Sounds like being 'nearly pregnant'
-
I thought the same ;D.
"I clean monthly, no exceptions. So it`s every 8 weeks or nothing" ;D.
-
just say your calling for the back pay they owe you and you wont be coming again and they are bound to say why not? thats when you say the reason why, there not very reliable with there gates and you have a living to make! straight to the point and no messing about. or post a payment slip in there door saying unpaid cleans + 20p per day untill its paid off, you will soon get ya money.
-
thanks everyone for your answers, i really apprieciate it and i feel much better and clearer about what i can say in future without getting angry or emtionaly connected!
many regards g.b
-
i absolutely live by the 3 strike rule.Mostly
a funny thing happened to me yesterday while cleaning inside a house.the woman of the house was having her hair done by a mobile hairdresser and as i got close to where they were sitting we all started chatting. the topic soon rolled round to "how are u coping in this weather " and i said im allrite as iv dropped no end of total messers,who forget to unlock the gate/ask me to "leave it this time " and arent they a REEeal waste of space. i went on-and-on as my bitterness was unleashed and suddenly i realized that this very woman had done all these things and more ! (probably on her 7th strike)
there was a bit of an awkward silence at this point
;D ;D ;D ;D ;D ;D ;D classic
-
if you tell them they are on their last chance they may get in there first and sack you,just keep quite and either clean or leave
-
if you tell them they are on their last chance they may get in there first and sack you,just keep quite and either clean or leave
yea, if i say this is your last chance, i feel they wont like that, and say dont bother cleaning them anymore then! you know what people can be like? dunno ::) what do you stan when they ask why arnt you cleaning mine anymore?
-
3 strikes! god your nice to the messers!
i stopped using 3 strikes years ago - 2 strikes max! dont have time for cowboys customers ...
-
if you tell them they are on their last chance they may get in there first and sack you,just keep quite and either clean or leave
yea, if i say this is your last chance, i feel they wont like that, and say dont bother cleaning them anymore then! you know what people can be like? dunno ::) what do you stan when they ask why arnt you cleaning mine anymore?
i only stop cleaning when im owed money,dont get many not this time,so when they ask they get told i cant get paid,if they pay up i start again
-
Hi
I normally just say that as I am full I am only keeping custard who do not miss me.
I also say that there is only so many houses or hours in a day that I can do and if someone misses me it affects my income.
Feels great to get rid of them though
Lee
i like this response its simple and honest, with no emotional attachment! thanks lee
-
This 3 strike rule seems a bit childish,If I get a persistent problem with a customer I just drop them,I can't be bothered with the hassle and I work for myself and chose who I want to work for,I been to price up jobs and then walked away because of their attitude,I think its better to have 10 customers that pay regularly than 15 where you get loads of hassle.Told one X-customer that I can sit at home and not get paid.I don't think a customer would use the 3 strike rule if they had a problem with you it cuts both ways as far as i see it.
-
3 strikes! god your nice to the messers!
i stopped using 3 strikes years ago - 2 strikes max! dont have time for cowboys customers ...
well in a way the 3 strike rule is a 2 strike rule because on the third strike (problem) they got dropped! so in other words a custard messes you about let it go the first time, they do it again you give them there first and final polite warning, then they continue to mess you about for a 3rd time you then cancel there clean.
with maybe the exeption (if you like them) of asking if they want to be cleaned every other time at a price increase or they can phone up for a one off clean at a premuim rate as and when.