Clean It Up
UK Floor Cleaning Forum => Carpet Cleaning Forum => Topic started by: Bob McWilliam on October 27, 2011, 11:10:39 am
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I noticed a cc in another thread has had four cancellations recently. This morning, my 9am job phoned at 8am to cancel. Last week someone cancelled because she had deceided to move instead. This hasn't happened in ages, has anyone else seen more cancellations recently.
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I get postponements more than cancellations, which cocks you around just as much but at least you don't lose the customer, only the chance to earn for a couple of hours on a certain day. Mostly it's due to decorating or builders taking longer than they thought, so I've now started "pencilling in" and confirming nearer the time, which helps.
I think last minute cancelling like you mention maybe has something to do with what sector of the market you work in. I aim at the mid to upper sector and don't really suffer from it too much.
Most of the no-shows I've had seem to be lower end customers, who show even more disrespect by not even getting back to you when they read the polite not put through the door asking them to rearrange!
This business would run a lot more smoothly if it wasn't for all these damn customers :(
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I actually had the opposite today, I had an enquiry on FB last week, I said I could do it this morning (Thursday) she said should be OK, I'll check with my boyfriend and keep you posted (that was 2 days ago), I didn't hear anything back then she calls me this morning to apologise for not confirming, but her boyfriend was sat in the house waiting for me! I'm just about to leave to go and do the job.
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Very apt post considering my experience today...... turned up no reply.....rang custy "hi i'm outside"..reply "oh i cancelled you via text"...." hmmm no you didnt "..i replied.... well i dont need you anymore.... still didnt have the manners to come to the door to discuss! wtf!....
So instead of making money i lose as i have to then to take my boy to the shops for new footy boots and trainers >:(....he's a size 12 too.....!!!!!!!! :'(
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Me too today. Got to job 9am. No answer. Called the number the custy used, oh I haven't booked a cleaner... Erm this phone was used to book carpet clean no 15, ooh this is no 38 and hang up. Knocked on 38 no answer. Left voicemail asking her to call so I can arrange payment.
Obviously changed her mind over job but forgot to cancel
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There's nowt as queer as folk, as they say.
Simon
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Bob
It was me who had the four cancellations.Yes it is really annoying,but 2 did re-book for future dates.I just seem to have had a bad run with cancellations in the last couple of weeks.Not sure why,just one of those annoying things.Must just be my turn!!!
Chris
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They seem to come in two,s the cancelations and as jim said more the lower end clients and the new clients..
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How many phone the clients up the day before to double check the appointment?
I would also say include something in your terms and conditions about cancellation (I should kop some more flak about T & C now :D)
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I usually get them in the last week of the month.
Once had two no shows in one day, just ignored my calls and door bell.
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If you wish to participate ring
Done ;)
Anyway and back to the subject. I hate time wasters and like an employee calling in to say they are sick I can normally tell if the potential customer is just making an excuse instead of being honest about either not wanting it done, or they've found someone cheaper.
The usual hint you've been a victim of a time waster is when they call to cancell but don't ask for a new date/time straight away. If you start having to chase them then that should be the signal to cut your losses.
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Whoever it is sent this text back to me
"ok I found it funny tho"
Don't know if this site will help you find out who it is
http://www.wikihow.com/Trace-a-Uk-Mobile-or-Landline-Telephone-Number
He's on the orange network according to that
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Don't know if this still works?
Can't you find an old fashioned phone box, dial them and leave the phone off the hook blocking the line.
Failing that, find a forum where people are complaining about some company's service.
Say you have discovered the MD's private number and post that one! ;D
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Cheers Neil, what you say to him?
Not that bothered about tracing him just
want him hassled back.
John
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like jim i get more postpone than cancel and tbh never mind that or even people who are polite enough to cancel , people will change there mind or something may come up . its the buggers who either go out because they havent the balls to cancel or draw all the curtains and pretend no one is home that bugs me . absolute height of rudeness imo
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I had one last week EOT clean booked in for thursday will you take a cheque?
No cash on completion sorry booked it for 9.30am turned up place empty all moved out gone, makes me
think about the rubber content of that cheque i might have got ;D
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John, I just played him some music for you :)
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Go on Jim what was it ;D ;D ;D
John
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I don't believe it, he does not like apples!
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"my names jeffy and i like apples"
you didn't did you phil? ;D
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Went to a job the other day was knocking the door for ages no answer so i rung up the lady and asked what was going on she said i had already rescheduled with your wife two days ago ... thats married life for you ..( no communication ) ;D
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Cheers Neil, what you say to him?
You been messing our carpet cleaning mate around? Not very clever.
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Phoned him and told him ;D
http://www.youtube.com/watch?v=74ABm5_jhws
oops my mistake i thought they said wands
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do'nt think he is accepting calls from strange mobile numbers, tried twice and he.s letting it go to answerphone.
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"my names jeffy and i like apples"
you didn't did you phil? ;D
I couldn't possibly comment.
He texted me back to say he is enjoying being so popular and not to try tracing him as his sim is not registered
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Cheers all.
Thin k I know the street he lives.
Gave me a valid address but the
postcode didn't match the address.
It was for a street on a rough estate
about half a mile away.
John
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Think he may have used his postcode.
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Now i am using "Payatrader" to accept credit and debit cards i am going to start charging a small booking fee which is payable on the day of booking, if the customer is serious then they wont quibble about paying £25.00, the booking fee is deducted from the final balance on completion of the job.
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Don't cal it a booking fee people will get the wrong idea, call it a deposit sounds better the amount of times people have id to me that would I like a deposit when booking them in.
Shaun
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Now i am using "Payatrader" to accept credit and debit cards i am going to start charging a small booking fee which is payable on the day of booking, if the customer is serious then they wont quibble about paying £25.00, the booking fee is deducted from the final balance on completion of the job.
After this morning, any booking over £100 and 2 weeks in advance are having a 25% deposit slapped on them at time of booking.
Got there at 9 am to hear the STUPID excuse of it's raining and they would take too long to dry in this weather and I did leave a message at 7 am (not exactly the first thing I do when getting up, check to see if I have any messages on my mobile to cancell >:() What did she think I was going to do.....take them outside to clean?
No doubt if the rain hadn't been an excuse then it would have been something else, and that's £150 I won't be earning today.
I wonder how chuffed they would be if they turned up to their place of work to be told "You're not wanted today and you won't be getting paid either."
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Turned up at a job yesterday in Knaresborough 42
miles and 45 minutes journey away and the painters
nowhere near finished.
It turns out I've booked it in on wrong Thursday should
be next week so that was a day off for me.
Know the bloke well, he owns 2 old mills he's converted
to apartments and every time a tenant moves out he
gets me in to clean carpets. The place is spotless when
I arrive as he's also got a good cleaner who also vacs
before I arrive.
Do around 4 a month so can't complain.
John
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I did a quote a few days ago in a courtyard where outbuildings had been converted into "cottages".
Parking was really tight and as I (gently) reversed out I caught a "box window" that stuck out about three feet from the wall and was about three feet off the ground.
I've put a small dent in my 4x4. The trouble is it is a very large panel that covers the back third on each side plus the roof (only a small dent but a major respray job that will cost a LOT of money).
The lady has now cancelled twice and has failed to re book!
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I feel your pain Garry.
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Thanks Rab,
I guess it is all relative and each of us think we have problems. After Billy's post it is nothing more than a minor irritant.
I was out with a wealthy friend last night. He was moaning that his space trip with Virgin / NASA has been put back to 2014. He's paid $200,000 upfront for the ticket but apparently it's heavily oversubscribed. Amazing.
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Couldn`t agree more Garry. I would have told your friend to GTF.