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UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Caleb Morley on August 02, 2011, 01:48:17 pm

Title: Managing your round
Post by: Caleb Morley on August 02, 2011, 01:48:17 pm: Hi all,

Im having a few issues with managing my round and so wanted peoples advice on how they best manage things. Im using Window Cleaner Pro which is excellent. My problem is more with arranging my days.

Ive been going for 4 months. Initially when canvassing i said i would call/txt the next time i was coming round after the first clean. That has worked ok but i have had some people that just dont reply to the call/txt and others more recently have put me off for a month saying the usual "not this time, but next".

I then tried a couple of weeks of just turning up without calling ahead. This resulted in alot of people not being in, so less money earnt and less collected, which obviously isnt good for cash-flow.

Any tips?

Cheers,

Caleb
Title: Re: Managing your round
Post by: britishwill on August 02, 2011, 02:44:56 pm: I always email them a week before they are due, so if there are any thats say not this clean I have time:

1. to email them (the I offer 4-6weekly cleans and cannot afford to have someone who only wants a clean now and again!etc etc) I know you might be scared of loosing some custies but if they are like that now you will never be able to rely on them. You will be suprised at the amount that do not think about and once they realise never muck you about again!

2. Replace any any work with other work so you can maximise your days and then maybe have a clear day to do some door knocking.

3. It gives the client a few days to think is there anything else that needs doing like gutters etc! (I always add this on the bottom of the email!)
Title: Re: Managing your round
Post by: supernova77 on August 02, 2011, 02:45:55 pm: Hi mate :)

Avoid having to text/ring ahead if you can, unless they have a gate that needs to be left unlocked.

If anyone starts to ask me to ring/text before I usually end up dropping them as I know they will start saying "not this time" etc...

Andy
Title: Re: Managing your round
Post by: Caleb Morley on August 02, 2011, 03:20:56 pm: Thanks for the tips.

Would it be best then to diarise the next date with them there and then?

That way i can change it if i need to later and for them they know when im coming next.

Cheers,

Caleb
Title: Re: Managing your round
Post by: supernova77 on August 02, 2011, 03:28:40 pm: Do you have to tell them? i.e. do they need to leave the gate unlocked?

If there are no access issues I wouldn't pre-arrange any cleans... I like to keep things as flexible as possible - I always put my days together a day or 2 before but don't let any customers know (unless they need to unlock the gate).

Andy
Title: Re: Managing your round
Post by: Carl67 on August 02, 2011, 03:38:44 pm: We've been operating for nearly 2 years and never e-mail or text, just turn up and clean. If the customer's not in we split the ladders to get over the fence (with their consent). We never chase money by door knocking, just post self addressed envelopes with slips and out of hundreds of clients only 4 or 5 haven't payed, of which we haven't chased just got more customers. Definately put gutter clearance and fascia cleans on your envelope - it works a treat.
Title: Re: Managing your round
Post by: Caleb Morley on August 02, 2011, 03:39:37 pm: Some need to be told to leave the gate open yeah. Not all though. I will persevere with just turning up and see where that gets me.

I think its just obviously not having enough customers at the moment that is making it a bit funny and work a bit all over the place. In the future im sure I'll have enough that just trying to get them all done will be the issue.

Do you still leave envelopes when people aint in?

Been knocked for money much over the years?
Title: Re: Managing your round
Post by: Carl67 on August 02, 2011, 03:55:43 pm: Always leave a slipped envelope, perhaps we're lucky with our customers but we make a point of telling them thats how we do it along with paypal etc they seem to like the system, by the way a ruler is best for posting leaflets.
Title: Re: Managing your round
Post by: Caleb Morley on August 02, 2011, 04:49:04 pm: Thanks for the response. Do you put your address on a sticky label on it (thats what im thinking of doing)?

btw - most of mine are good payers with paying into the bank. Maybe I should set up paypal aswell then
Title: Re: Managing your round
Post by: Carl67 on August 02, 2011, 07:30:42 pm: Hi Caleb, we put our envelopes through the printer. I have read some posts where they only leave the customer owing money for 1 clean, we have a 3 clean policy on anything under £15 and a 2 clean policy anything above of which we state to new customers, after all they want you, they contacted you and sometimes they just plain forget, we are only secondary thoughts to most but we give them a fair chance. It works for us but not for others, some of our clients have stated, they aprieciate us not calling for money especially during teatime. But we all do things differently.
Title: Re: Managing your round
Post by: Ian101 on August 02, 2011, 07:56:02 pm: Quote from: Caleb Morley on August 02, 2011, 03:39:37 pm
Some need to be told to leave the gate open yeah. Not all though. I will persevere with just turning up and see where that gets me.

I think its just obviously not having enough customers at the moment that is making it a bit funny and work a bit all over the place.

I had same problem as you but only thought about doing this when I had a fullish round ::) .... clean in the morning and canvass the area in the afternoon or other way round if you prefer.

also

NEVER EVER EVER EVER TAKE ANOTHER CUSTOMER ON AND PROMISE TO TEXT / CALL / EMAIL THE NIGHT BEFORE unless its for access issue but get them to leave payment under bucket / table / brick etc etc

as you grow u will find it restricts ur business too much
Title: Re: Managing your round
Post by: Caleb Morley on August 02, 2011, 08:10:17 pm: thanks for the responses.

I will be leaving envelopes now. I'll only txt for access issues.

thanks for the help
Title: Re: Managing your round
Post by: Perfect Windows on August 02, 2011, 09:15:02 pm: Well, I hate to be the one to disagree but I text every single one of them every time.

It causes no problems and resolves many (such as leaving gates unlocked). Customers tell me that they LOVE knowing when we're coming. I will never, ever stop doing it as it's a major advantage. And if you do it right (i.e. via PC), it takes about five minutes a night.

So, for tomorrow, someone texted me back very apologetic to say that she's away and won't be able to unlock the back gate. That's much better than my driving there tomorrow and finding out once I'm unpacked and heading up her drive with my hose in my hand...

I think it helps that I'm six- or twelve-weekly, so I don't get "not this time"s.

Vin
Title: Re: Managing your round
Post by: Caleb Morley on August 02, 2011, 09:18:33 pm: how do you do it by pc, the texting mate?

cheers
Title: Re: Managing your round
Post by: Perfect Windows on August 02, 2011, 09:35:15 pm: I have an Android phone and I use a £1 app called EasySMS. For Nokias there is Nokia PC suite (much easier to use) and probably one for every mobile out there, though I don't know the package names.

For Android, the phone just needs to be in the house; for Nokia it needs to be connected to the PC by its USB cable.

Vin
Title: Re: Managing your round
Post by: britishwill on August 02, 2011, 10:22:47 pm: Not informing clients that you are coming IMO looses you loads of extra work. I love thew fact I do not have to clean windows every day. I can mix it in with gutters, power washing etc. It also IMO gives you a more professional image and clients really appreciate it. Those that muck you around would do it anyway, ie not pay bills etc.
Title: Re: Managing your round
Post by: bobplum on August 02, 2011, 10:43:17 pm: Quote from: Ian101 @ H2o on August 02, 2011, 07:56:02 pm
Quote from: Caleb Morley on August 02, 2011, 03:39:37 pm
Some need to be told to leave the gate open yeah. Not all though. I will persevere with just turning up and see where that gets me.

I think its just obviously not having enough customers at the moment that is making it a bit funny and work a bit all over the place.

I had same problem as you but only thought about doing this when I had a fullish round ::) .... clean in the morning and canvass the area in the afternoon or other way round if you prefer.

also

NEVER EVER EVER EVER TAKE ANOTHER CUSTOMER ON AND PROMISE TO TEXT / CALL / EMAIL THE NIGHT BEFORE unless its for access issue but get them to leave payment under bucket / table / brick etc etc

as you grow u will find it restricts ur business too much

what are you on tonight ;D whats happened to you to put out the public health warning ;D ;D
Title: Re: Managing your round
Post by: Dave Anderson on August 03, 2011, 07:41:50 am: I also use wcp and run a scheduled service based around a 8weekly cycle...on our card amongst the other blurb the customer is advised what date there next clean is...many have told me this system does and will not work but 5 years on have only had a few 'not todays'. In the event that I cannot clean for a reason the customer is advised by email as soon as I know...

Horses for courses..for me if the decision to clean was upto to me...I would find many excuses not to 'go out today'.

Cheers
Dave.
Title: Re: Managing your round
Post by: bobby p on August 03, 2011, 08:31:08 am: set your stall out and stick to it is my tip. dont be too flexible or customers think you are desperate for work and then the messing starts i promise you that

i personally wont text,nor phone ,i explain on my first meeting that the exact day i arrive is down to the weather and folk buy that. if they have an especially high gate over 8feet i ditch them after a while once i have found a more easier house .
Title: Re: Managing your round
Post by: Stevie Behan on August 03, 2011, 08:54:07 am: I always get in touch with customers the afternoon/night before I'm due to visit. A lot of my customers have gates which need to be left unlocked for me gain access so its a good reminder, but I also have an arrangement with most that money will be left in an agreed place (door mat , plant pot etc). I very rarely have to go and collect at a later date - maybe I'm just fortunate that most of my customers seem to be pretty reliable.

I have been messed about on one or 2 occasions with the odd 'not this time thanks' - unless they provide a valid reason, I wont deal with them again. My customers have remarked that they do like the contact part of my service, so if thats what they like, I'd be silly to stop.

My messages are just sent via regular sms, using a few templates that I have saved on my phone. All I do is amend the details accordingly.

A few of my customers have said in past that guys used to knock on the door for their money and they were never sure if the windows had been done or not!! I guess doing it this way at least they know when they are going to be cleaned.
Title: Re: Managing your round
Post by: Caleb Morley on August 03, 2011, 12:18:14 pm: Hmmmm alot of different responses.

I personally dont like txting them due to getting some "not this time" and because some people dont respond atall.

Im going to persevere with the txting only for leaving the gate open the night before.

Once I have more customers I think it wont be as much a concern as i'll be busy enough. Iam telling customers that i'll just do the front if they are not in or forget to open the gate.

I need to be in control not them! My time, my business etc
Title: Re: Managing your round
Post by: joshem on August 03, 2011, 02:10:18 pm: When I canvass now I just tell them straight that we don't allow 'not this month' but let them know that if they feel 4 weekly is too frequent then they can change to 8 weekly. As said, if they're a messer then they're a messer and probably won't change. If they don't like it at least they knew from the start. It sifts out the rubbish right away...
Title: Re: Managing your round
Post by: LSB on August 03, 2011, 02:21:05 pm: we work 4 weekly ( some 8 weekly ) , so the customer knows when we are coming !
i phone / text very few , my choice .
my feedback over the years is that customers, once they have taken us on , do not have much more interest in the details of how we work. we make a reasonable effort to get to the back when req , however some do become front only ( and charged accordingly ) .
i appreciate if you are just starting out you want to clean every window for whole house price , but it will stop you driving round in circles and customers having you at thier beck and call .
Title: Re: Managing your round
Post by: Steve Sed on August 03, 2011, 06:11:31 pm: I always text. It seems to me more professional, customers like it and I get paid more in cash as they leave it out for me.
Title: Re: Managing your round
Post by: Pope vader on August 03, 2011, 06:22:11 pm: why dont you just go around to every house the night before and book them i for a time, and that way they will know what time you are coming you cant get more professional than that
Title: Re: Managing your round
Post by: Perfect Windows on August 03, 2011, 06:48:14 pm: Quote from: doley on August 03, 2011, 06:22:11 pm
why dont you just go around to every house the night before and book them i for a time, and that way they will know what time you are coming you cant get more professional than that

Witty!
Title: Re: Managing your round
Post by: Pope vader on August 03, 2011, 06:49:45 pm: i couldnt resist perfect, am bored
Title: Re: Managing your round
Post by: bobplum on August 03, 2011, 10:47:48 pm: just emailed a customer ,reply"dont clean this time,let us know when your due next time"
so will give them the benefit of the doubt but if its the same next time,sorry bye bye

need to email because of access problems,this is only there third clean,so we will see
Title: Re: Managing your round
Post by: Gav Camm lammy 283 on August 04, 2011, 12:21:52 am: dont do txts or calls etc
i work every 4wks/8wks couple at every 12wks
n quite a few every 2wks ,i run my business not my
custys i dont mow lawns paint sills adjust ariels
walk the dog shut gates i clean their windows
end ov ;) ;) ;)
Title: Re: Managing your round
Post by: Steve Sed on August 04, 2011, 04:38:11 am: Quote from: doley on August 03, 2011, 06:22:11 pm
why dont you just go around to every house the night before and book them i for a time, and that way they will know what time you are coming you cant get more professional than that

In my text I ask them to text back if they would like a time estimate. I think that is sufficient, don't you?

When starting out and charging a good price, I think it's important to be flexible. If I were only to accept customers with no access issues it would take me a long time to build a round based on bi monthly cleans. The biggest benefit though is that I ask them to leave out cash/cheque. If they don't know I'm calling, they could hardly do that, could they?
Title: Re: Managing your round
Post by: dazmond on August 04, 2011, 06:43:02 am: gav i dont think its a good idea to leave customers gates open!shut the damn things and your customers will be happy!! ;D ;D ;D ;D ;D ;D ;D ;D

seriously though i text/phone very few customers.i really couldnt be bothered texting 340+ customers!i do for bigger jobs with access issues and make them the first job of the day but overall it cuts down your flexability.what happens if you get rained off or you fancy finishing early?send another text?it leaves you wide open for letting customer down and for them to say "not today"

also some days i just dont have the desire or energy for window cleaning so if you ve texted them the night before you feel like you need to go in.just like when i worked for someone else!! ;D ;D ;D

i find it far easier,more flexible and less hassle to not notify the night before.

regards

dazmond