Clean It Up

UK Floor Cleaning Forum => Carpet Cleaning Forum => Topic started by: Deep Cleaning Solutions on October 04, 2012, 10:43:27 pm

Title: Customers you know are going to cancel.
Post by: Deep Cleaning Solutions on October 04, 2012, 10:43:27 pm: Do you know sometimes after you have booked a job in that they are going to cancel on you.I don't get many customers like this but i seem to have this six sense with them.I booked in a job the other day and soon as i put the phone down, i said to the wife, this customer will ring back to cancel, sure enough the next day she did.
I have bit my lip in the past, but for some reason i said , " i am not being funny luv, but i knew you were going to cancel and i don't believe your reason for cancelling". To my surprise she came clean and said how did you know, are you psychic? ;D
Title: Re: Customers you know are going to cancel.
Post by: wynne jones on October 04, 2012, 11:34:12 pm: Yes you are spot on and when they do you sort of feel glad. It shows your sixth sense is working.
Title: Re: Customers you know are going to cancel.
Post by: Paul W Jones on October 05, 2012, 06:36:55 pm: It's not only me then! A guy called me on my mobile a couple of Saturdays ago, just wanted one room cleaning, gave him a price and booked it in. Sixth sense was playing overtime! Sure enough when I got home he'd called and left a message on the landline answer phone about 10 minutes after he'd spoken to me on the mobile! They're just price shoppers at the end of the day and after they've booked you they just carry on and ring others until they get the job £1.00 cheaper. Annoying but comes with the territory.
Title: Re: Customers you know are going to cancel.
Post by: Kinver_Clean on October 05, 2012, 06:55:33 pm: As long as it is not the night before the job....
Title: Re: Customers you know are going to cancel.
Post by: wayne zabel on October 05, 2012, 07:06:00 pm: Its worSE when you get to the property and no one answers the door or they send someone to the door with a dumb excuse - just had to rush the baby to hospital is a popular one.
Title: Re: Customers you know are going to cancel.
Post by: Fran84 on October 05, 2012, 07:14:09 pm: Quote from: wayne zabel on October 05, 2012, 07:06:00 pm
Its worSE when you get to the property and no one answers the door or they send someone to the door with a dumb excuse - just had to rush the baby to hospital is a popular one.

That's exactly why you won't get me to property without a telephone confirmation 20-30 mins before arrival.
Title: Re: Customers you know are going to cancel.
Post by: wayne zabel on October 05, 2012, 07:17:42 pm: Good idea -i'll have to start that.
Title: Re: Customers you know are going to cancel.
Post by: Fran84 on October 05, 2012, 07:59:08 pm: So simple.

'Good morning/afternoon Mrs A. It's Waybe calling. I'm on my way, should be with you shortly.

Thanks Wayne, See you soon.'

Ia ctually get a lot of comments aying how professional it is.
Title: Re: Customers you know are going to cancel.
Post by: Deep Cleaning Solutions on October 05, 2012, 09:45:15 pm: "That's exactly why you won't get me to property without a telephone confirmation 20-30 mins before arrival."

So if there is no answer you don't go?

If there is going to be a no show, they wont tell you on the phone, they just wont answer!
Title: Re: Customers you know are going to cancel.
Post by: Carpet Dawg on October 05, 2012, 09:53:09 pm: same as above
Title: Re: Customers you know are going to cancel.
Post by: Jim_77 on October 06, 2012, 12:20:09 am: Had a no show this morning. Half expected it! As you say, you get a feeling for these things. This is a regular who lives a couple of streets away... complete pain in the butt, always calling to re-arrange the night before or even lets me turn up on the day and wants to arrange another day. Should have been the last time I cleaned for her as supposed to be her EOT clean (hope she's moving far away)

She hasn't called me yet, bet I get a phone call at the weekend....I bet she gets the answerphone.... I bet I don't call her back!!
Title: Re: Customers you know are going to cancel.
Post by: Fran84 on October 06, 2012, 07:39:17 am: quote author=Deep Cleaning Solutions link=topic=159183.msg1321697#msg1321697 date=1349469915]
"That's exactly why you won't get me to property without a telephone confirmation 20-30 mins before arrival."

So if there is no answer you don't go?

If there is going to be a no show, they wont tell you on the phone, they just wont answer!
[/quote]

Exactly, if there is no answer I don't bother wasting my time driving to the property!!
Title: Re: Customers you know are going to cancel.
Post by: *Hector* on October 06, 2012, 07:59:27 am: I never answer the phone when I am on the bog having a dump... ;)

But still in the house and waiting for the carpet cleaner to arrive.. :-\

How unprofessional.... are all carpet cleaners the same?? >:( >:(

Just another take on the subject...
Title: Re: Customers you know are going to cancel.
Post by: Deep Cleaning Solutions on October 06, 2012, 08:18:18 am: "Exactly, if there is no answer I don't bother wasting my time driving to the property!!"

Fair play to you. :o .... if that's the case, but if most carpet cleaners did the same as you,
i could see them losing out on thousands a year because the customer genuinely can't answer the phone!!!
Title: Re: Customers you know are going to cancel.
Post by: *Hector* on October 06, 2012, 08:35:48 am: Quote from: Deep Cleaning Solutions on October 06, 2012, 08:18:18 am
"Exactly, if there is no answer I don't bother wasting my time driving to the property!!"

Fair play to you. :o .... if that's the case, but if most carpet cleaners did the same as you,
i could see them losing out on thousands a year because the customer genuinely can't answer the phone!!!

Isn't that what I said??

;D ;D
Title: Re: Customers you know are going to cancel.
Post by: AshWhite on October 06, 2012, 10:08:52 am: What about if they genuinely can't answer the phone? It would end up costing you money, as well as harming your reputation.

:P
Title: Re: Customers you know are going to cancel.
Post by: derek sharp on October 06, 2012, 02:07:19 pm: had a one just like this yesterday..turned up at arranged time 11-30 rang doorbell knocked on door ...tv was on ....but no one answered door. went back to van rang customers number .... no reply... back to front door rang bell and knocked hard again no answer only this time the tv had somehow turned itself off..... what a waste of time ...
Title: Re: Customers you know are going to cancel.
Post by: benny d on October 06, 2012, 09:19:53 pm: Keep their number.
Give it a few months, and ring at 3.00am in the morning, pretend you are a drunk, (or you may be anyway!), looking for Dave, or Abu Hamza or someone.
Nice early alarm call for 'em. Just to get your own back.... a bit!
Title: Re: Customers you know are going to cancel.
Post by: Russ Chadd on October 07, 2012, 01:09:42 pm: Ask for a £10 booking fee which is deducted from the bill on completion.. If they run a mile you know they will probably let you down as soon as they have found someone else who is cheaper...
Be one step ahead to avoid all the hassle
Title: Re: Customers you know are going to cancel.
Post by: Craigp on October 07, 2012, 07:20:47 pm: Not a bad idea Russ, have you tried it? how did it go down?

I would think £20 would be better taken on card then deducted from their bill.

OP Yes I thnk you can sense the lack of comitment in their voice tonaility. Very annoying, I could write at length on this and simular annoying things about how we can be treated by the great Brittish public.

One eg. was a landlord got me out to do a written quote, only to show it to her tennet to deduct it from her deposit but never had the work done, this women was quite happy to waste my time, not to mention what shes did to her tennet.
Title: Re: Customers you know are going to cancel.
Post by: L.Doubtfire - The Blade Runner on October 07, 2012, 07:28:23 pm: Spot on Simon,nothing really could be further than the truth.
People who have taken on Groupon `attacks`must surely cut
Corners which is a recipe for disaster in my view.
There again,carpets don`t always respond to cleaning irrespective
As to what we do,which is nearly beyond the cleaners control..
……………………………….........................Tell that to the custie :-*

Lewis Doubtfire
Title: Re: Customers you know are going to cancel.
Post by: Russ Chadd on October 08, 2012, 11:25:04 am: Craig... Trust me it works and £10 is all you need to take... Get yourself the Payatrader card payment service added to your business... No monthly fees just a 3% charge on the amount you charge which you can simply add to the bill as long as you tell the custy.
Pm your email and I can recommend you to them...
Title: Re: Customers you know are going to cancel.
Post by: Kinver_Clean on October 08, 2012, 12:26:59 pm: The best way for a nuisance call is to ring the number at 12.30 and ask if Dave is there. Then ring at 1.30 and ask for Dave. Do this a few more times and then at 4.30 ring again and say - This is Dave, have you had any calls for me?
Title: Re: Customers you know are going to cancel.
Post by: Craigp on October 08, 2012, 01:40:59 pm: Russ Im already a member of payatrader.

I might just give it a try, do you do it only with ones you sense might be time wasters or all jobs?

Kinver, Lmao, thats a cracker ;D
Title: Re: Customers you know are going to cancel.
Post by: Russ Chadd on October 08, 2012, 03:22:45 pm: I don't always... However when you take a booking and the conversation revolves around the price then that's enough to set alarm bells ringing!