Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: johnny_h on May 10, 2011, 07:24:01 pm
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cleaned a house recently underpriced and a 40 min round trip to do ontop of the job and the story goes like this ..
cleaned the house wfp i was putting the hose and trolly away when the lady comes out
her "i'll pay you now before you do the porch"
me "ive finished"
her "no you hav'nt the porch isnt wet"
me "no they have dried already"
her "oh well i dont think you have done them"
i could see her looking at a dried on mark which i proved was on the inside
me "thats on the inside and here look there are a few water spots still on the glass - here and here and here"
her "ok dont keep on at me"
me "sorry but im just pointing out i have cleaned them"
her "DO YOU WANT TO COME BACK OR NOT"?
and bretheren your answer would be?
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"Ffffffff...... No, I don't think I will!" ;D
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no
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Money...in van, never to return
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no thank you!! i want my customers to be 100% happy and you dont seem to be happy with the clean.
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as we all have bad days now and then id say
"of coures"
she might be ok next time she might not just wait and see.
if shes the same next time then bin
always good to give people secound chance plenty of people have done for me ;D
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A big fat dump!!!
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Harder to find a windie than a new custy. That one has an attitude problem, needs to be educated. 8)
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I think you already no the answer.................NO
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as we all have bad days now and then id say
"of coures"
she might be ok next time she might not just wait and see.
if shes the same next time then bin
always good to give people secound chance plenty of people have done for me ;D
i would normally go with this answer but i get the feeling she is almost looking down at you so if i had a full order book,been in the job a couple of years then my experience and gut feeling would be to take the money anf just say no i wont be coming back
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cleaned a house recently underpriced and a 40 min round trip to do ontop of the job and the story goes like this ..
cleaned the house wfp i was putting the hose and trolly away when the lady comes out
her "i'll pay you now before you do the porch"
me "ive finished"
her "no you hav'nt the porch isnt wet"
me "no they have dried already"
her "oh well i dont think you have done them"
i could see her looking at a dried on mark which i proved was on the inside
me "thats on the inside and here look there are a few water spots still on the glass - here and here and here"
her "ok dont keep on at me"
me "sorry but im just pointing out i have cleaned them"
her "DO YOU WANT TO COME BACK OR NOT"?
and bretheren your answer would be?
How would you have broached the situation if the job was well paid and did not involve so much travel? Did the woman actually say..."i dont think you have done them?" or "i didn't think you'd done them?"
Actually to be dead honest with you, it just sounds like you had/have a cob on because it was a long hike for an underpriced job.
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I'd tell her it was underpriced and give her the new price... she can choose then ;D
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I'd tell her it was underpriced and give her the new price... she can choose then ;D
bang on ;D I would remain calm and say actually no I have under priced this job blah blah so if you want me to come back it will be this amount of £----------
well in hindsight I would, chances are I would get my money agree to return and never return, ;D but my first answer is what I should aim for ;) anyway as long as I got my money I wouldn't worry to much
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I`d apologise for "going on" at her and say, yes I want to come back, please. Get trolley and hose out again and re-do the porch and also offer to clean the inside, to remove those marks. Nay, I would insist on doing the inside- gratis- as an apology for "going on" at her.
But that`s just me ;). Well, maybe not.
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err.. no.
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I had a similar thing,a bloke said I was a bullpoopter after telling him I had done the side windows and they had already dried.Dislike being called a liar so told him I wouldn't be back.Had to suppress the urge to punch him frankly.Wound me up for the rest of the day but for every 1 idiot there are 99 good uns.
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cleaned a house recently underpriced and a 40 min round trip to do ontop of the job and the story goes like this ..
cleaned the house wfp i was putting the hose and trolly away when the lady comes out
her "i'll pay you now before you do the porch"
me "ive finished"
her "no you hav'nt the porch isnt wet"
me "no they have dried already"
her "oh well i dont think you have done them"
i could see her looking at a dried on mark which i proved was on the inside
me "thats on the inside and here look there are a few water spots still on the glass - here and here and here"
her "ok dont keep on at me"
me "sorry but im just pointing out i have cleaned them"
her "DO YOU WANT TO COME BACK OR NOT"?
and bretheren your answer would be?
How would you have broached the situation if the job was well paid and did not involve so much travel? Did the woman actually say..."i dont think you have done them?" or "i didn't think you'd done them?"
Actually to be dead honest with you, it just sounds like you had/have a cob on because it was a long hike for an underpriced job.
We've all been there, underpriced, done favours etc etc and 9 times out of 10 it will be for people who inhindsight, aren't the best custies to have, but that is our fault not the custies.
In all honesty if someone had been doing some work for me and I offered to pay before what I thought was completion of the job and I got a 2 word answer "i've finished", i wouldn't be particularly impressed either! If that really is the way the conversation went, I can quite understand that she may have felt uneasy about the service, therefore why she questioned if you wanted to return or not.
I think we can all jump too quickly, when someone questions us and our work.
If the custie is winding us up then equally we could have wound them up.
At the end of the day, we are being invited to provide a service to what is more often than not complete strangers. They have put their trust in us and we have to earn that, as do they with us.
In this instance I would have said, thanks for the payment. I have done the outsides of the porch area, but noticed whilst I was doing them you have some marks on the inside, did you want the insides cleaned next time, I could do it for............. therefore re-couping some of your underpricing :)
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Its not that you can ever run out of new customers but you can run out of a "good name"
People and customers are people, people do talk to other people and they love to spread bad news a lot quicker and further than good
Word of mouth recommendations are worth their weight in gold, your reputation which is afterall a persons opinion of you and the service you deliver is something advertising and door knocking can't beat
When a persons good reputation grows things like attracting new customers is easy they find you and then when you price you charge quality prices and nobody bats an eyelid
Don't be too quick to see "custies" as the enemy and drop them as you please because it might just come back to haunt you
How many times do we read on here that doing one house leads to the persons sisters house who just happens to own a large office etc etc
Gordon
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If she's not close to any other customer I'd dump without a seconds hesitation.... ;D
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Its not that you can ever run out of new customers but you can run out of a "good name"
People and customers are people, people do talk to other people and they love to spread bad news a lot quicker and further than good
Word of mouth recommendations are worth their weight in gold, your reputation which is afterall a persons opinion of you and the service you deliver is something advertising and door knocking can't beat
When a persons good reputation grows things like attracting new customers is easy they find you and then when you price you charge quality prices and nobody bats an eyelid
Don't be too quick to see "custies" as the enemy and drop them as you please because it might just come back to haunt you
How many times do we read on here that doing one house leads to the persons sisters house who just happens to own a large office etc etc
Gordon
Good point mate, I don't think it applies in this case though. She sounded like a prat who thinks we should be happy to have her as a custy. I can't fart loud enough to express my opinion of people like that.
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Its not that you can ever run out of new customers but you can run out of a "good name"
People and customers are people, people do talk to other people and they love to spread bad news a lot quicker and further than good
Word of mouth recommendations are worth their weight in gold, your reputation which is afterall a persons opinion of you and the service you deliver is something advertising and door knocking can't beat
When a persons good reputation grows things like attracting new customers is easy they find you and then when you price you charge quality prices and nobody bats an eyelid
Don't be too quick to see "custies" as the enemy and drop them as you please because it might just come back to haunt you
How many times do we read on here that doing one house leads to the persons sisters house who just happens to own a large office etc etc
Gordon
Good point mate, I don't think it applies in this case though. She sounded like a prat who thinks we should be happy to have her as a custy. I can't fart loud enough to express my opinion of people like that.
I agree. She basically accused him of lying and then got all huffy and threatening when he defended himself. I really do give customers the benefit of the doubt, because word of mouth is important but there are limits. What's the point of being self employed and putting up with people like that!
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Its not that you can ever run out of new customers but you can run out of a "good name"
People and customers are people, people do talk to other people and they love to spread bad news a lot quicker and further than good
Word of mouth recommendations are worth their weight in gold, your reputation which is afterall a persons opinion of you and the service you deliver is something advertising and door knocking can't beat
When a persons good reputation grows things like attracting new customers is easy they find you and then when you price you charge quality prices and nobody bats an eyelid
Don't be too quick to see "custies" as the enemy and drop them as you please because it might just come back to haunt you
How many times do we read on here that doing one house leads to the persons sisters house who just happens to own a large office etc etc
Gordon
Hea, hear. Not an incorrect word in there.
Vin