Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Positivity on June 12, 2013, 07:24:55 pm
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Yes I Did.
They were minging.
I was just starting out.
I did a really good job,scraped all the old tar and paint and cement off.
Cleaned all the frames with Jif till they looked like new.
Thought I was onto a regular thing.
Then you said "We're having an extension built so we won't need you for some time now. We'll give you a call."
Got a text today "Hi you cleaned my windows last year. Can you come back extension is finished?
Half a mind to tell her to go get stuffed.
Other half says may be a chance for regular job now. ??? ???
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Just charge her at least double for the first clean, then if she doesn't have it done again you've earnt good money already.
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Just charge her at least double for the first clean, then if she doesn't have it done again you've earnt good money already.
+1
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"Well Mrs Kraftyacts it's like this ... last time I did your windows I priced it in contemplation of a regular service but that didn't materialise did it?"
(Wait at least five seconds; count them in your head because you will want to rush on and gabble.)
She will say:
"I didn't realise we were having an extension built." (lie)
"I told you we were having an extension built." (lie)
"That's because we had a new extension ..." (true, but read on - and now it's filthy and the builders have left render and waterproofer on the glass)
Whatever she says doesn't matter because you must say ...
"I will need to look at it to see what state the windows are in before I can give you a price."
She will say, "Well last time you charged me £20 so won't it be the same?"
You will say, " Obviously there will be more windows and they will be filthy from all the building work and so I cannot give a price without seeing them, I'm in your area Julember 32nd I'll call by then and give you a price."
If she baulks at the idea then walk away.
If she lets you go round look at it and in your head put a regular value on it - say £20 when it's up together. Look at her and say first clean will be £40 to get it up to scratch and then either £20 monthly or £25 two-monthly, which would you prefer? (Wait for her to answer and do not speak until she does.)
Any messing - walk away.
If it's now a builders clean - walk away or price accordingly taking care to look out for glass scratches before you start.
Hope that helps.
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I wouldn't bother personally, smacks of 'the lady in the big house clicks her fingers an the little window cleaner he comes a runnin' - uhh, no thanks. Get some uncomplicated customers who just want a regular window cleaner and want to pay for it, there are a few left out there :)
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id block her number ,saves grief in the long run
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id block her number ,saves grief in the long run
agreed, I've done just that with 2 X-customers who wouldn't take No for an answer
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I wouldn't bother personally, smacks of 'the lady in the big house clicks her fingers an the little window cleaner he comes a runnin' - uhh, no thanks. Get some uncomplicated customers who just want a regular window cleaner and want to pay for it, there are a few left out there :)
Why guess at what the lady does or doesn't want based on virtually no information what so ever other than she wants her windows cleaned.
I would have thought the fact that she kept the phone number has to be a plus.
Sometimes the biggest fear that some windows cleaners have in these types of situations is both the fear of quoting a reasonable price and also saying 'no' if the customer doesn't like the new quote.
There's nothing to be lost in just going, having a look and speaking with the lady.
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I agree with Ross.
Just be polite and if you get it at a price you're happy with-great. If not, walk away.
Definitely put a first clean price in though-just in case.
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lots of people forget to get around to phoning you as clean windows is not a top priority esp when your having an extension!
give her the benefit of the doubt.charge extra first clean if their minging.she could turn into a good reliable customer.
regards
dazmond
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I wouldn't bother personally, smacks of 'the lady in the big house clicks her fingers an the little window cleaner he comes a runnin' - uhh, no thanks. Get some uncomplicated customers who just want a regular window cleaner and want to pay for it, there are a few left out there :)
Why guess at what the lady does or doesn't want based on virtually no information what so ever other than she wants her windows cleaned.
I would have thought the fact that she kept the phone number has to be a plus.
Sometimes the biggest fear that some windows cleaners have in these types of situations is both the fear of quoting a reasonable price and also saying 'no' if the customer doesn't like the new quote.
There's nothing to be lost in just going, having a look and speaking with the lady.
I see your point and have had similar situations myself but my feeling is she'll end up suspended with 'Royal Messer' typed in the work notes box
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"Well Mrs Kraftyacts it's like this ... last time I did your windows I priced it in contemplation of a regular service but that didn't materialise did it?"
(Wait at least five seconds; count them in your head because you will want to rush on and gabble.)
She will say:
"I didn't realise we were having an extension built." (lie)
"I told you we were having an extension built." (lie)
"That's because we had a new extension ..." (true, but read on - and now it's filthy and the builders have left render and waterproofer on the glass)
Whatever she says doesn't matter because you must say ...
"I will need to look at it to see what state the windows are in before I can give you a price."
She will say, "Well last time you charged me £20 so won't it be the same?"
You will say, " Obviously there will be more windows and they will be filthy from all the building work and so I cannot give a price without seeing them, I'm in your area Julember 32nd I'll call by then and give you a price."
If she baulks at the idea then walk away.
If she lets you go round look at it and in your head put a regular value on it - say £20 when it's up together. Look at her and say first clean will be £40 to get it up to scratch and then either £20 monthly or £25 two-monthly, which would you prefer? (Wait for her to answer and do not speak until she does.)
Any messing - walk away.
If it's now a builders clean - walk away or price accordingly taking care to look out for glass scratches before you start.
Hope that helps.
Exellent reply Gold, made me laugh ;D ;D
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I see your point and have had similar situations myself but my feeling is she'll end up suspended with 'Royal Messer' typed in the work notes box
If she does, she does and if she doesn't, she doesn't. Why try and predict the future of this customer before it's happened. Sometimes that can influence how the customer is spoken to and dealt with which in turn can affect how they respond back.
The customer is given a price, if they accept it, then the job gets done, if they don't, then it doesn't.
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Note to self - be less cynical & look for the good in people ;)
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"Sorry, I don't have time for one off cleans now" She will either say, ok thank you. Or she might say I am looking for a regular clean.
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Note to self - be less cynical & look for the good in people ;)
That's the road to ruin. Stay a cynic, that way you can only be plesantly surprised.
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"Sorry, I don't have time for one off cleans now" She will either say, ok thank you. Or she might say I am looking for a regular clean.
That's the road to ruin. Stay a cynic, that way you can only be plesantly surprised.
Nah.
Always have a positive approach to customers but at the same time have boundaries. Being less cynical is a good approach. It earns you money as well.
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It gets better!!!!
Texted back to let her know I will take a look when next in the area.
"Oh you'll have to let me know when you're coming so I can unlock the new gate"
Not another text before for access as well!
This game what ??? - It would be a good business if it weren't for the customers ;D ;D ;D
I have been going just over a year now and I have gone through / dropped at least 100 customers.
Thanks for all the replies and good ideas.
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Ideal customer for dial a clean service - at the right pricing level
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I have been going just over a year now and I have gone through / dropped at least 100 customers.
WTF? You have dropped over 100 customers in your first year??
Something aint right.
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Well he makes assumptions about his potential customers. Did you ask her if she wanted a regular clean. Did she offer the fact that they were having building work done. No to either question. Is it her fault? No!
Negativity is an appropriate name.
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I have been going just over a year now and I have gone through / dropped at least 100 customers.
WTF? You have dropped over 100 customers in your first year??
Something aint right.
100 dropped in first year is nothing..
just clean her again this time charge double also try and always charge double or at least 1.5-1.7
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100 dropped in the first year is far from nothing. Say an average of £10 to be modest. x 100 x 12. Thats 12 grand a year.
Hardly 'nothing'