Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Roy Harding on December 21, 2011, 02:01:30 pm
-
Had a Woman ring and ask how much do you charge? Then I only want up stairs doing. Then I ask is it regular, "well they need doing desperate now and I can ring you when they need doing next".
Sorry I cant help you.
So gave ASS cleaning's number oh sorry typing error A S cleaning ;D He's a young buck that will take a bit of messing about. :o
Ro
-
I do run of three storey town houses bar one which is filthy. Last month, the owner pops out and asks me how much to do the fronts only as a one off "the backs are clean". £25 was the price I gave and she nearly fell over. Anyway, when I was cleaning the neighbours backs a bit later, I looked across at her "clean" windows and you have never seen the likes. She obviously leans out and does what she can reach from the side opening windows. However, these are big windows about 20 ft across and she only has human length arms. Bird muck, green, just filthy.
-
lol. Cheers Roy. Your cast offs probably pay better than my best jobs!! ??? ::)
As an example of a customer i have just lost today.
i text them every 5 weeks to go when they are in, as I have to go thru their garage. Last 3 months ive texted and they have just wanted the fronts doing. Fair enough, charged £4.50 instead of the usual £9.50 for it all. Not complained or anything. Couple of times has said to skip this past 12 months, which i have gone along with. Couple of times weve gone at the prearranged time, but they werent even in, so did the front, once he even said yes, arranged a time, but when turned up said just do the front!!! >:( But long suffering enough, here was todays messages (and sorry to steal your thread Roy, saves cluttering up with another one, and you only did it to call me ASS window cleaning!! >:( )
My message:
Hi Mr S****y, we we will be around to clean your windows tomorrow, preferrably in the morning if Ok please? Thanks, andy AS Window Cleaning
Mr S****y:
Hi Andy, we would like to leave windows until after Christmas! Thanks anyway. Have a good Christmas.
My Message:
Hi, Ok then. Only think I would like to point out with respect is that windows were quoted for a 5 weekly clean, and a few times have cancelled or just done the fronts. But part of our terms (a copy which were giving to customers in new year) is that we need 48 hours notice if want to skip for some reason, and windows are cleaned on 5 or 10 weekly basis as per quote when started. But will talk to you in new year anyway, no probs. Hope all is well and have good time off with kids. Regards, Andy
Mr S****y: (5 minutes later)
Thanks for this, but if that's the way u are doing business forget us as a customer in future. Don't bother calling anymore.
My message:
Ok, no problems. Sorry you feel that way, but if you turned up for work and was told to take half day without pay i'm sure you wouldn't be impressed either. If all our customers whom we had agreed 5 or 10 weekly cleans instead picked and chose when they wanted them cleaned we would have to charge more to stay in business. As simply couldn't afford to do it like that, and still provide a cost efficient, regular service! Anyway, sorry I seem to have upset you , all the best to you and kids. Andy
The kids, ages 6 and 8, are cute, will miss them more than them to be fair!! Thought this reply would make them think, but got this back within 5 mins again
Mr S****y:
Bad business talk andy. no more correspondence please. Me and "the kids".
What did i do wrong? was i too harsh with them? Dont get the bad business talk comment, but my wife wont let me text him back my thoughts minus the tact!! I thought i put it so nicely to them too! No loss for me, picked up house on the same road for the same price last month, who seems like going to be good customer. But leaves sour taste in my mouth loosing a customer, it rarely happens, like as in one a year normally, if that.
-
go around and beg for the job back andy
or forget and move on
-
scumbag,people just think they can call you and drop you like they own you.
-
£4.50 per month...reallyyyy aint worth worrying over.
ditch em delete the texts and f*ck em.
plenty more to get... i bet it took you longer to text him than it did to do his fronts....
when he asks u to do em next time remind him of your conversation.....
really is a customer numbers game this window cleaning lark lol
-
Sounds like you've done nothing wrong! Just out of interest (for when I start canvassing) do you contact every customer the day day / night before clean or is that just going to confuse matters?
-
Mate he sound likes a right messer from what your saying, the time you will save should outweight the £4.50 loss
-
Sounds like you've done nothing wrong! Just out of interest (for when I start canvassing) do you contact every customer the day day / night before clean or is that just going to confuse matters?
yes it will confuse matters keep it to a minimum imo
-
Sounds like you've done nothing wrong! Just out of interest (for when I start canvassing) do you contact every customer the day day / night before clean or is that just going to confuse matters?
yes it will confuse matters keep it to a minimum imo
So just arrange date of next clean, but if bad weather then come following day.
-
dont arrange just turn up
-
dont arrange just turn up
Surely the customer needs to know a date?! Especially if you need access, if they know a date they can leave the gate open etc..
-
dont arrange just turn up
x 2
-
If you message them all and then the weather is abysmal-cue xx texts/calls of "where wer ya?" etc. I just say," 4 weeks,either on tuesday (example) or the next fine day if bad weather",some this week are a week late cos of the snowball effect of bad weather from last week.People understand at this time of year.
If you did it in summer,they ask why,especially if its nice.
-
dont arrange just turn up
Surely the customer needs to know a date?! Especially if you need access, if they know a date they can leave the gate open etc..
give a date or text/phone before ONLY if you need access.
-
Sounds like you've done nothing wrong! Just out of interest (for when I start canvassing) do you contact every customer the day day / night before clean or is that just going to confuse matters?
I needed access to rear through his garage. On average we text about 3 customers a day who lock gates/need to go thru to get to rear of house.
Its no loss really, though my wife is stressing about upsetting customers ;D I just feel like ive failed, really, in upsetting a customer. Even though i dont think (and hope) i wasnt out of line!
-
dont arrange just turn up
Surely the customer needs to know a date?! Especially if you need access, if they know a date they can leave the gate open etc..
give a date or text/phone before ONLY if you need access.
Ok so when they choose there frequency I will ask about access. If no probs with access I will say I will just come every 4 / 8 weeks and if nobody is in I will post slip with ££ due. But if need access I will take phone number to call night before ;)
-
Sounds like you've done nothing wrong! Just out of interest (for when I start canvassing) do you contact every customer the day day / night before clean or is that just going to confuse matters?
I needed access to rear through his garage. On average we text about 3 customers a day who lock gates/need to go thru to get to rear of house.
Its no loss really, though my wife is stressing about upsetting customers ;D I just feel like ive failed, really, in upsetting a customer. Even though i dont think (and hope) i wasnt out of line!
You cant please everyone mate , chin up!
-
take a view from the concept 02 thing, if need back access dont do, that way you can earn 350 a day
-
dont arrange just turn up
Surely the customer needs to know a date?! Especially if you need access, if they know a date they can leave the gate open etc..
give a date or text/phone before ONLY if you need access.
Ok so when they choose there frequency I will ask about access. If no probs with access I will say I will just come every 4 / 8 weeks and if nobody is in I will post slip with ££ due. But if need access I will take phone number to call night before ;)
thats it. all the best sean.
Oh and get all customer phone numbers and give them a reminder call the very day there payment is overdue. I have been going 10 yrs and I am now going to implement this, if I had been doing it all along they would be trained. its a way of sorting the wheat from the chaff, decent customers will fall in line and if i am ringing the same people every month I will lay it bare with them shape up or your off the round.
Im a pushover at the moment ;D
-
Andy - too soft!
-
Andy - too soft!
i agree, far to personal with your text! keep it proffeesional and dont be a push over!
-
Sounds like you've done nothing wrong! Just out of interest (for when I start canvassing) do you contact every customer the day day / night before clean or is that just going to confuse matters?
I needed access to rear through his garage. On average we text about 3 customers a day who lock gates/need to go thru to get to rear of house.
Its no loss really, though my wife is stressing about upsetting customers ;D I just feel like ive failed, really, in upsetting a customer. Even though i dont think (and hope) i wasnt out of line!
No you weren't out of line - they were. But they are pushing their problems onto you. Sounds like a money issue being dressed up in different clothes. Smile and move on. They aren't worth it. They are playing the Lord and master game - you don't have to play it if you don't want to.
Just think that this will become someone elses new customer, full of promise until the messer cycle starts again. But they just don't get that they are the problem, not the window cleaner who is trying to offer a service and earn a living from that service.
Spruce
-
Sounds like you've done nothing wrong! Just out of interest (for when I start canvassing) do you contact every customer the day day / night before clean or is that just going to confuse matters?
I needed access to rear through his garage. On average we text about 3 customers a day who lock gates/need to go thru to get to rear of house.
Its no loss really, though my wife is stressing about upsetting customers ;D I just feel like ive failed, really, in upsetting a customer. Even though i dont think (and hope) i wasnt out of line!
No you weren't out of line - they were. But they are pushing their problems onto you. Sounds like a money issue being dressed up in different clothes. Smile and move on. They aren't worth it. They are playing the Lord and master game - you don't have to play it if you don't want to.
Just think that this will become someone elses new customer, full of promise until the messer cycle starts again. But they just don't get that they are the problem, not the window cleaner who is trying to offer a service and earn a living from that service.
Spruce
Spot on! ;)
-
To much to ing and thro ing mate
Not worth the Hastle, obviously skint
I've dropped £40 jobs with less conversing than this!
Lord of the manner and all that, people don't like being told there skint
Blah blah blah not worth getting upset over( and let's face it, it's not nice loosing
A custy)
But at the end if the day you will fine 2 better custys to replace that one !!!!
And that's why I love window cleaning ;)
-
My message:
Hi Mr S****y, we we will be around to clean your windows tomorrow, preferrably in the morning if Ok please? Thanks, andy AS Window Cleaning
That's your mistake there asking permision to clean
This is my version for the few I text
Hi Mrs Jones - I will be there tomorrow to clean your windows- please leave gate unlocked - Thanks Ian
If I get a leave it this time then they get a reply of
OK
Nowt else and I never return.
-
My message:
Hi Mr S****y, we we will be around to clean your windows tomorrow, preferrably in the morning if Ok please? Thanks, andy AS Window Cleaning
That's your mistake there asking permision to clean
This is my version for the few I text
Hi Mrs Jones - I will be there tomorrow to clean your windows- please leave gate unlocked - Thanks Ian
If I get a leave it this time then they get a reply of
OK
Nowt else and I never return.
tough but fair mate i like your style ;)
-
lol. Cheers Roy. Your cast offs probably pay better than my best jobs!! ??? ::)
As an example of a customer i have just lost today.
i text them every 5 weeks to go when they are in, as I have to go thru their garage. Last 3 months ive texted and they have just wanted the fronts doing. Fair enough, charged £4.50 instead of the usual £9.50 for it all. Not complained or anything. Couple of times has said to skip this past 12 months, which i have gone along with. Couple of times weve gone at the prearranged time, but they werent even in, so did the front, once he even said yes, arranged a time, but when turned up said just do the front!!! >:( But long suffering enough, here was todays messages (and sorry to steal your thread Roy, saves cluttering up with another one, and you only did it to call me ASS window cleaning!! >:( )
My message:
Hi Mr S****y, we we will be around to clean your windows tomorrow, preferrably in the morning if Ok please? Thanks, andy AS Window Cleaning
Mr S****y:
Hi Andy, we would like to leave windows until after Christmas! Thanks anyway. Have a good Christmas.
My Message:
Hi, Ok then. Only think I would like to point out with respect is that windows were quoted for a 5 weekly clean, and a few times have cancelled or just done the fronts. But part of our terms (a copy which were giving to customers in new year) is that we need 48 hours notice if want to skip for some reason, and windows are cleaned on 5 or 10 weekly basis as per quote when started. But will talk to you in new year anyway, no probs. Hope all is well and have good time off with kids. Regards, Andy
Mr S****y: (5 minutes later)
Thanks for this, but if that's the way u are doing business forget us as a customer in future. Don't bother calling anymore.
My message:
Ok, no problems. Sorry you feel that way, but if you turned up for work and was told to take half day without pay i'm sure you wouldn't be impressed either. If all our customers whom we had agreed 5 or 10 weekly cleans instead picked and chose when they wanted them cleaned we would have to charge more to stay in business. As simply couldn't afford to do it like that, and still provide a cost efficient, regular service! Anyway, sorry I seem to have upset you , all the best to you and kids. Andy
The kids, ages 6 and 8, are cute, will miss them more than them to be fair!! Thought this reply would make them think, but got this back within 5 mins again
Mr S****y:
Bad business talk andy. no more correspondence please. Me and "the kids".
What did i do wrong? was i too harsh with them? Dont get the bad business talk comment, but my wife wont let me text him back my thoughts minus the tact!! I thought i put it so nicely to them too! No loss for me, picked up house on the same road for the same price last month, who seems like going to be good customer. But leaves sour taste in my mouth loosing a customer, it rarely happens, like as in one a year normally, if that.
There will always be a customer or three who are not good business. The perfect round doesn't exist - though after a number of years, it is possible to approximate it.
Over the years I have become more businesslike in my dealings. I still have some customers from my "friendly, happy window cleaner" days though.
You weren't too harsh with them. In fact, I believe your mistake was quite the opposite. You were too easy on them IMO. I have relatively few who need texting the night before. This is because, for the most part, I avoid such work. Why do it when you could have nearly all the work as "turn up and clean"? I just have a template text that states who I am, that I will be around the next day, and could they please ensure that I will have access around the outside. Please note the wording. I inform them that I will be there.. For some of these jobs I have gate keys anyway. For others I have a stepladder and crowbar to open the gate (to hook around the bolt, not to wrench it open ;D ).
Regarding the business head stuff, I also think it was too unbusinesslike to wish him a nice time off with the kids. For starters, some people dislike the term "kids" for their children (kids actually are young goats). I would say to just keep family stuff out of it and stick to the business stuff. You never know when you might hit a raw nerve so, IMO, it's better to not hit any nerves at all. It's taken me a long time to be more businesslike but I feel more comfortable with it. I have friends in my social life. I don't want or need them in my business life. That's not to say that it's better to be miserable and unfriendly. It's more about me saying to understand the boundaries.
Just my 2 cents.
-
You're way too soft letting customers run your business for you. Give them 2 chances, 3rd they're dumped. Better off canvassing or advertising then wasting your time on awkward access unless its in your favour price wise. Train them how you want them or replace with better. Word gets around in small villages and hamlets where I live........dont get messed around me, no way, not worth it!!
-
Stop mentioning his kids!
Next you'll be texting, I know where they go to school and I would hate anything to happen to them if you don't have your windows cleaned ;D.
You should have left it after his second text.
-
Sounds like you've done nothing wrong! Just out of interest (for when I start canvassing) do you contact every customer the day day / night before clean or is that just going to confuse matters?
I needed access to rear through his garage. On average we text about 3 customers a day who lock gates/need to go thru to get to rear of house.
dont you carry a ladder toclimb over
i dont charge front only crap il go n nock nxt door
n jump fence i aint losing on front onlys
andy id still charge him full wack
never txt ring or comunicate wiv custys
they r a totally alien breed
one rang me at 10pm to ask when ill be there
i wanted to ring her neck ;D ;D :D
Its no loss really, though my wife is stressing about upsetting customers ;D I just feel like ive failed, really, in upsetting a customer. Even though i dont think (and hope) i wasnt out of line!
-
lol. Cheers Roy. Your cast offs probably pay better than my best jobs!! ??? ::)
As an example of a customer i have just lost today.
i text them every 5 weeks to go when they are in, as I have to go thru their garage. Last 3 months ive texted and they have just wanted the fronts doing. Fair enough, charged £4.50 instead of the usual £9.50 for it all. Not complained or anything. Couple of times has said to skip this past 12 months, which i have gone along with. Couple of times weve gone at the prearranged time, but they werent even in, so did the front, once he even said yes, arranged a time, but when turned up said just do the front!!! >:( But long suffering enough, here was todays messages (and sorry to steal your thread Roy, saves cluttering up with another one, and you only did it to call me ASS window cleaning!! >:( )
My message:
Hi Mr S****y, we we will be around to clean your windows tomorrow, preferrably in the morning if Ok please? Thanks, andy AS Window Cleaning
Mr S****y:
Hi Andy, we would like to leave windows until after Christmas! Thanks anyway. Have a good Christmas.
My Message:
Hi, Ok then. Only think I would like to point out with respect is that windows were quoted for a 5 weekly clean, and a few times have cancelled or just done the fronts. But part of our terms (a copy which were giving to customers in new year) is that we need 48 hours notice if want to skip for some reason, and windows are cleaned on 5 or 10 weekly basis as per quote when started. But will talk to you in new year anyway, no probs. Hope all is well and have good time off with kids. Regards, Andy
Mr S****y: (5 minutes later)
Thanks for this, but if that's the way u are doing business forget us as a customer in future. Don't bother calling anymore.
My message:
Ok, no problems. Sorry you feel that way, but if you turned up for work and was told to take half day without pay i'm sure you wouldn't be impressed either. If all our customers whom we had agreed 5 or 10 weekly cleans instead picked and chose when they wanted them cleaned we would have to charge more to stay in business. As simply couldn't afford to do it like that, and still provide a cost efficient, regular service! Anyway, sorry I seem to have upset you , all the best to you and kids. Andy
The kids, ages 6 and 8, are cute, will miss them more than them to be fair!! Thought this reply would make them think, but got this back within 5 mins again
Mr S****y:
Bad business talk andy. no more correspondence please. Me and "the kids".
What did i do wrong? was i too harsh with them? Dont get the bad business talk comment, but my wife wont let me text him back my thoughts minus the tact!! I thought i put it so nicely to them too! No loss for me, picked up house on the same road for the same price last month, who seems like going to be good customer. But leaves sour taste in my mouth loosing a customer, it rarely happens, like as in one a year normally, if that.
i can see why this upset you. he's pushing your buttons and playing a power game with you, telling you not to text him any more. it would wind me up for sure.
agree with the others that a more business style could prevent this, but at the end of the day you're dealing with people, and it's not really ok for him to speak to you like this. at least you dont have to speak with him again!
-
My message:
Hi Mr S****y, we we will be around to clean your windows tomorrow, preferrably in the morning if Ok please? Thanks, andy AS Window Cleaning
That's your mistake there asking permision to clean
This is my version for the few I text
Hi Mrs Jones - I will be there tomorrow to clean your windows- please leave gate unlocked - Thanks Ian
If I get a leave it this time then they get a reply of
OK
Nowt else and I never return.
tough but fair mate i like your style ;)
Only once have I ever had 1 of them contact me after no clean for a few months and ask when "Im next calling as the windows really need doing" .... called her back and explained system has suspender her as too many cancellations (computers fault not me) .... put her back on books on a bimonthly visit with a small price increase and all ok since.
Ive realised over the last 18 months of doing this for a living that a messer will always be a messer and just bin at first oppertunity also no coincidence that I have no bad payers anymore as a messer over the actual cleaning will 99% of the time also be a bad payer as they dont value your service for whatever reason which I dont want or need to know about.
Summed up very nicely by Mr Coleman
I have friends in my social life. I don't want or need them in my business life. That's not to say that it's better to be miserable and unfriendly. It's more about me saying to understand the boundaries.
so in a nutshell fookem off and go canvass for a new one or 2 and when he asks when u next calling u can say sorry too busy with my REGULAR customers ;)
-
thanks guys for the thoughts. there is no fence to go over, this house has an extension, only way thru is through the garage. I have made mistake of asking if we can come tomorrow, this was meant to ask if morning was ok. as opposed to if we could come tomorrow.
yeah, some customers are more cut and dried. but a lot will come out and chat, talk bout their kids, whether we are having any, bout work, stuff going on (whilst working, don't have too many we talk to on doorstep now). I see what saying bout kids, tho that iq what he referred to them as normally. I was trying to be friendly, but could come across to personal. Tho many of our customers have given us cards and tips this year thanking us for the personal and caring service we offer, so I like to go bit further in that way.
not so much as I know where your kids go to school, etc. Tho come to think...... good point I do! :o
just got to toughen up bit I guess, was trying to see it from a customers perspective and whether if I were him would think were out of line in 'demanding' no last minute cancellations or changes, or whether this was my right as paying customer.
as in words from one of my favourite films: "sensitive. boy, tommy, aren't you"..... I'm going to go out of the corner and stop crying now! thanks for words of wisdom there
-
AS, go out in the New Year and get 2 new custies in this chap's area, you will soon forget about him then. :)
Maybe an idea with ones that have bad access? Offer to do fronts only...give price for that....with terms of every 5 weeks or whatever and say if you are in when we call and would like the backs done it will be £??. Puts the onus on them then to ask you and to make sure they are in. Your business is then worked out with their fronts price only and if they have backs done aswell count it as a bonus.
Also stop texting.........(in know some won't like this) but it really is a low form of communication.
If you need to arrange access, phone and just say, "I am cleaning in your area tomorrow as arranged, please leave access to the rear windows Thanks." :)
-
Sounds like you've done nothing wrong! Just out of interest (for when I start canvassing) do you contact every customer the day day / night before clean or is that just going to confuse matters?
I needed access to rear through his garage. On average we text about 3 customers a day who lock gates/need to go thru to get to rear of house.
Its no loss really, though my wife is stressing about upsetting customers ;D I just feel like ive failed, really, in upsetting a customer. Even though i dont think (and hope) i wasnt out of line!
No you weren't out of line - they were. But they are pushing their problems onto you. Sounds like a money issue being dressed up in different clothes. Smile and move on. They aren't worth it. They are playing the Lord and master game - you don't have to play it if you don't want to.
Just think that this will become someone elses new customer, full of promise until the messer cycle starts again. But they just don't get that they are the problem, not the window cleaner who is trying to offer a service and earn a living from that service.
Spruce
There are loads of people who are a bit stretched for cash at the moment, even more who are in deep trouble but are keeping up appearances.
You never really know whats going on beyond the curtains. My sister in law works in a bank and this subject came up in conversation the other week. We were talking about the financial situation and she commented we have no idea just how many people are right on the edge and we would be shocked if knew.
-
What did i do wrong?
You mentioned his kids. He was perfectly right to say that was bad business practice. There's a line, an invisible one, and you crossed it without being invited.
-
What did i do wrong?
You mentioned his kids. He was perfectly right to say that was bad business practice. There's a line, an invisible one, and you crossed it without being invited.
Unfortunately i agree with matt. Keep it professional.
-
and for gods sake IF you ever see him again Dont bloody mention his god forsaken "KIDS" ;D ;D ;D
he will think you like his "kids" for the wrong reasons if you bang on about the "kids" anymore! ;D ;D ;D
-
In my opinion they were waiting for an 'excuse' to dump you - you have done nothing wrong at all.
We were wasting stacks of time texting people but now its 1/2 a day if that. If not in, just do the fronts.
If you were only making on average £4.50 per month out of them you've lost a £1 per week.....forget about em ;D
-
mr A S,
I'm with you on the personal thing, some customers will be open and friendly and it's nice, even professional to be friendly back, however not ALL are like that unfortunately. (I spose we don't know what the customer may be having to deal with in their personal life or if they've had a really bad experience with a previous window cleaner/tradesman, although it's not a reason to take it out on someone else, it does affect people's judgement..)
I'm like you, I go the extra mile to keep them happy, (a walkover my missus says) but I believe it's good business practice, it's nice to be nice, specially in the times we're living in. I'm definitely not cutthroat enough, and I'll never be rich, but that's not my goal so I'll carry on as I do. Your text replies to the guy are worded almost exactly as I probably would've typed, so I can see where you're coming from, unfortunately, although you've done NOTHING wrong, there are always going to be unreasonable control freak customers out there. NOTHING you can do about it matey, you've been nothing if not accommodating, no charges of obnoxiousness could be levelled at you, just forget it and move on.
-
Why is a customer who is asking you to miss a clean an unreasonable control freak?
-
It's a problem for all newbies. Can't really afford to dump, haven't got enough work, constantly picking up the messers. Once you've got stacks of work you just let them go and move on and it doesn't tend to get to you. Can't think of many trades where you have the option to turn the customer down forever.
-
Why is a customer who is asking you to miss a clean an unreasonable control freak?
because it wasn't JUST a case of asking him to miss a clean. the OP had been very accommodating so far, but the customer wanted it ALL his own way, and when our plucky window cleaner stood up to him he got THIS reply "Thanks for this, but if that's the way u are doing business forget us as a customer in future. Don't bother calling anymore." Sounds unreasonable to me, all take and no give.
-
Yeah, prob referred to "kids" too much, should have said family. Was trying to kill him with kindness, and he dotes after his kids, he has some that are around 30, and this latest batch which are young still. Perhaps shouldnt have mentioned family......but its what he talks about when see him, he works at local school now, looking after soccer pitches. Tho he was prison governor before retired.....so think he is used to getting things his way and "being the man"...
Not a noobie really (compared to Roy Harding im still an infant mind you, (if you were referring to me), been cleaning for 8 years this time round. Trying to weed out the messers that seem to be starting to increase. But i take things too personally and as rarely loose of fall out with a customer it bums me out more!
I do like some of the ideas tho here, stuff to think about. Have started texting more instead of ringing as easier and can get the person where ever they are instead of leaving messages on home number they dont get until the next day! But i like idea of pricing up fronts only and if they are not around their loss......sometimes feel like bend over backwards to accomodate and never appreciated"!
-
Why is a customer who is asking you to miss a clean an unreasonable control freak?
because it wasn't JUST a case of asking him to miss a clean. the OP had been very accommodating so far, but the customer wanted it ALL his own way, and when our plucky window cleaner stood up to him he got THIS reply "Thanks for this, but if that's the way u are doing business forget us as a customer in future. Don't bother calling anymore." Sounds unreasonable to me, all take and no give.
There's a million miles between that and being an unreasonable control freak.
-
Yep, it's a balancing act between being accommodating and being walked over.
20 years in and I'm still finding it hard to balance!
-
Why is a customer who is asking you to miss a clean an unreasonable control freak?
because it wasn't JUST a case of asking him to miss a clean. the OP had been very accommodating so far, but the customer wanted it ALL his own way, and when our plucky window cleaner stood up to him he got THIS reply "Thanks for this, but if that's the way u are doing business forget us as a customer in future. Don't bother calling anymore." Sounds unreasonable to me, all take and no give.
There's a million miles between that and being an unreasonable control freak.
OOh sorry. Mayhap I was exaggerating slightly, I retract my statement and reduce my criticism to him merely being unreasonable. That stands. :P
-
Thats better, good lad ;)
-
The mistake you made was to mention the pointless T&C's. Have you ever over the past 2 years been later than 5 weeks? If so did you give him 48 hours notice?
T&C's for window cleaning really only work if you can keep to your side of the bargin.
Added to that is the fact that window cleaners are not really a high priority for most people, and neither should they be. They won't think about it until the text message comes through which if they then reply with "miss me out" leaves them 'breaking' your T&C's.
I work on the principle that ALL new customers are priced at one-off rate and if access is required or they want to be in for the inside to be done speak to them to arrange a date.
I love it when local guys 'dump' awkward customers. They phone me up and I can hit them with a large price. That is the best way to concentrate their minds and see that you are serious. You are less likely to be messed about if you pre-charge them for any inconvienience that may happen in the future.
There is no such thing as an awkward customer, just a low price.
By striking up a fixed 5 weekly 'contract' with T&C's you tie their hands and your own. Flexiability is going to be the way forward as we continue into the next resession, sure make them pay for it but remain flexiable.
-
Sounds like you've done nothing wrong! Just out of interest (for when I start canvassing) do you contact every customer the day day / night before clean or is that just going to confuse matters?
I needed access to rear through his garage. On average we text about 3 customers a day who lock gates/need to go thru to get to rear of house.
Its no loss really, though my wife is stressing about upsetting customers ;D I just feel like ive failed, really, in upsetting a customer. Even though i dont think (and hope) i wasnt out of line!
I know how you feel and from what you say you seem to have a good work ethic but when i read this post i instantly thought of Richard speech(concept20) and then Santa Vader said it,this type of customer will only cause you problems in the long run mainly due to the access problems,all the time spent faffing about,texting etc for £4.50 would have been better canvassing a house with no access problems and then removing this customer from your round and that is how the likes of Richard speech makes £350.00 day and believe me he does
It can be all about selection and the willingness to remove deadwood or time consuming customers from the rounds,which frees up time to get the money in and keep your debts down and bring in new and better work
i have one customer pays £18.00 a month and as started to hint about "not really need cleaning every month"it a massive three storey Victorian house the minute she says leave it till next time or call every two months my answer will be "that will be £25.00" if she does not like it we will part company i will go out and canvass in that area and get £20.00 worth of work and they will pay by standing order and life will be sweeter
sermon over rev bob
-
since reading richard (concept20) i have decided that i wont be doing any more bad access houses from now on, been doing this business for over 2 years and to he honest treated like a hobby something to do in the day, whilst kids are at school, got a few houses that are stand alone jobs which i wont be going back too,
-
since reading richard (concept20) i have decided that i wont be doing any more bad access houses from now on, been doing this business for over 2 years and to he honest treated like a hobby something to do in the day, whilst kids are at school, got a few houses that are stand alone jobs which i wont be going back too,
just charge more to make it worth your while mate!
-
would do but they wont pay, put up a few prices in the summer and got dumped, put one up to £7 and she dumped me for some who charges £5, some very cheap window cleaners near me
-
Personally....i would of gone mad at the smarmy prick!
Keep his number and ring him after every night out and early start! Also write the number in every public phone box and toilet you can find asking for "abit of fun"! Thats just me though ;D
Danny
-
What did i do wrong? was i too harsh with them?
C'mon, you should know the score by now. You've done nothing wrong; you were polite and professional; friendly too.
The problem was with your customer; she didn't like paying - it's obvious from the cancelled cleans - and she just used your terms and conditions as an excuse to cancel.
Maybe she's going through a divorce or something too? With her attitude, that wouldn't surprise me.
-
Ahem! Please read Tosh - A S is telling us about a bloke not a woman!
Mind you if I need a doormat I know where to get one - three cancellations and a "not today" too! £4.50? Ex prison governer? - should be loaded!
The custy has been allowed to mistreat Andy by Andy and Andy should have dumped his sorry derrier months ago. £4.50 indeed!
-
:) it was actually his wife's mobile, who I have never met. I text because I rang at 8pm the first time to let them know calling next day, and they were quite upset with me calling at that time, so suggested texting instead, as won't disturb "the kids".
so well done tosh, perhaps your 'gay-dar' (would have said lay-dar but you wouldn't have known what talking about) is more highly tuned as you could tell was a females number!
I just need to thinken up my skin a bit and take things less personally. that's a lesson for all you 'girls' out there lol.
-
:) it was actually his wife's mobile, who I have never met. I text because I rang at 8pm the first time to let them know calling next day, and they were quite upset with me calling at that time, so suggested texting instead, as won't disturb "the kids".
so well done tosh, perhaps your 'gay-dar' (would have said lay-dar but you wouldn't have known what talking about) is more highly tuned as you could tell was a females number!
I just need to thinken up my skin a bit and take things less personally. that's a lesson for all you 'girls' out there lol.
I don't think it's case of needing to have a thicker skin. Some people are just like that and that's how they are and that's how it goes sometimes.
From time to time I've been messed about by customers (now ex customers). Last month one old bloke accused me of scaring his dog. When I asked him what he wanted me to do next time in order to not scare his dog, he just repeated basically the same and went on at length that he didn't want me to scare his dog again. He seemed to want me to clean his windows without scaring the dog having said that the dog gets scared even if it's in a different room to one I'm cleaning the windows of. So I simply and politely said for him to find someone else to clean his windows and off I went. It was an easy to do £20 house in the middle of an estate where I do quite a few houses.
As far as I'm concerned, that was the end of it as soon as I said that and it was not worth dwelling on it or really giving it a second thought.
My missus though, when I told her as she does my books, went on about it from time to time for about a week. It's a thought process that goes nowhere and after her thinking it all through, the situation gets rewound back to the beginning and the ending is always the same. For me, it's easier just to forget it.