Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Perfect Windows on April 06, 2011, 05:10:37 am
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Mad day yesterday; loads of cleans, dodging rain all day so I finished late, then five new customers to phone back, discuss their cleans, fit into the round and get onto the system. Then over to one of my leaflet people with the new leaflets. Get back home at about 8:30. Phone rings. It's a woman. Nice manner, very polite.
"Hello, found you on the web. I live in [a very nice little group of houses on a semi-private estate]".
"Good, would you like me to add you to the round?"
"Well, can you come over and quote?"
"I can normally do the quote over the phone; we use a menu price. Or you can look at the pricing on the web - we're completely open about pricing"
Bit of waffle and we get the price. She's clearly already priced it herself on the website.
"So, every six weeks, it's £16".
She pipes up: "Our current guy is meant to be every 4 weeks, but he actually turns up every five months or so"
"Hmm. Not unusual, I'm afraid - that's where we get a lot of our business"
She carries on: "And the guy before that scratched our glass really badly. And he used to miss windows"
"Wow, that's quite hard to do. And we never miss windows."
Her: " Your website says you do the frames as well. Neither of them bothered"
"Yes, every time. And the sills"
Here it comes. She says, "But £16 is quite a jump."
"Yes. And we'll turn up every time. And we won't scratch your glass. And we won't skip windows. And we'll do the frames"
"Is there any room for movement on that price?" she asks.
"No. The reason you've had bad service in the past is people haven't been charging enough to keep coming or to do a good job"
"If I get a neighbour to use you how much will you charge?"
"£16"
"I'll think about it and call you back"
"Cheerio, then".
Somehow I think that if she calls back, she's going to be a delight of a customer, don't you?
Vin
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And you still haven't had the conversation about wfp and wet windows with her yet have you? ;D
Andy
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Nice. I like to say when they ask for a compromise on price that we can but only if we compromise on quality of work.
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She's just called back and offered me £2 less than I was asking. I told her thanks, but I really don't want the business. It'll be no good for her as she'll constantly be thinking about the cash. I gave her the number of someone around there who charges £7.50 or so for her type of house.
To my surprise, she was fine about it.
Vin
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Good for you for sticking to your guns.
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vin,just had a look at your website can i ask who designed it
many thanks
bob
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vin,just had a look at your website can i ask who designed it
many thanks
bob
It was designed by the current Mrs Vin. Content was by me.
She was a graphic designer by trade which is probably why it looks good.
However, she wasn't a web designer by trade which is why there was so much swearing during its painful delivery. She tapped into seams of swear words that I never knew existed.
Vin
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i had one similar so offered £2 off the price but for a "budget" service
"whats that then"?
"well its glass only no frames or sills and i'll do them when i can fit them in and even in pouring rain"
she decided to go with someone else but upto now has asked to go onto the books 3 times as shes not happy with her window cleaner
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Strange attitude to prices some people have. She calls up to try and knock 2 quid off the price, but it doesn't bother her to pay 27% interest on her credit card transactions. It's as if people like that are afraid you will earn too much. Good response though Vin. 8)
Like the "Budget" service Johnny, will use that one when I get a chance. ;)