Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Ian101 on September 27, 2013, 04:52:24 pm
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Got this email from a customers last night - newish customers 3rd clean in - pictures of upper sills.
My van assistant did the "clean"
Hi Ian,
I live at 999 anyroad Penyffordd. Although this is only the 3rd time my windows have been cleaned by yourself, I am unfortunately not happy with today's service.
When I first contacted you my argument with using the extendable poles rather than the traditional ladder was that you can't see if upper sills are clean from ground level. I think the pictures below prove my point.
I hope this is just a one off and doesn't occur again. I have paid the balance owing but regret that if I receive a poor service again I will be quite reluctant to pay.
Sorry to inform you of this.
Kind regards,
Miss X
(http://i457.photobucket.com/albums/qq291/rideforrotary/image_zpse9532625.jpeg) (http://s457.photobucket.com/user/rideforrotary/media/image_zpse9532625.jpeg.html)
(http://i457.photobucket.com/albums/qq291/rideforrotary/image1_zpse8c7f6ca.jpeg) (http://s457.photobucket.com/user/rideforrotary/media/image1_zpse8c7f6ca.jpeg.html)
(http://i457.photobucket.com/albums/qq291/rideforrotary/image2_zps8ecac6f5.jpeg) (http://s457.photobucket.com/user/rideforrotary/media/image2_zps8ecac6f5.jpeg.html)
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as you can see from photos use of ladders not really a good idea - (decking)
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Personally, I'd go straight back and do them again, paying particular attention to the top sills, giving them a proper going over. That should keep any 'normal' customer sweet and happy with your professional service.
I must say though, that little alarm bells would be sounding in my head as she seems quite fastidious, even emailing the pics. ;D one to watch perhaps.
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I think she's out to 'prove her point' no matter what! Good luck.
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but if you say you clean the sills then you should! .. there not clean sills ??? simple as that really
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id tell her be round soon as , and GET OVER ON MONDAY
throw in next clean free surprise dont tell em til the next clean is done
just tell your lad he Must get the sills as his job really depends on decent work
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I sense trouble with this customer. Upper sills can't be inspected using WFP. There's only so much you can do when you have to use guesswork. Those sills didn't look too terrible to me. OK they were far from perfect but I imagine that I've left some like that without knowing about it. Dirt can creep out of the crack between sill and frame anyway. Especially with decking below, I say this is one of those instances where the customer must take a small hit on quality in order to ensure the cleaner's safety. If she isn't prepared to do so, she must drop you or be dropped.
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If we all got our ladders out now and again we would all be in for a nasty shock.
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I sense trouble with this customer. Upper sills can't be inspected using WFP. There's only so much you can do when you have to use guesswork. Those sills didn't look too terrible to me. OK they were far from perfect but I imagine that I've left some like that without knowing about it. Dirt can creep out of the crack between sill and frame anyway. Especially with decking below, I say this is one of those instances where the customer must take a small hit on quality in order to ensure the cleaner's safety. If she isn't prepared to do so, she must drop you or be dropped.
+1
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Has she got big tIts?
34 D by my guess ?
Do your best to keep her happy then Ian! ;D
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34D! Customer care is called for here. Get up those stairs, lean out the windows and give them a good seeing to. Bit of luck, could be her bedroom ;D ;D ;D
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I would dump. Sorry, but she is obviously just out to prove a point and she has a superior attitude. It will be something else soon enough.
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I would dump. Sorry, but she is obviously just out to prove a point and she has a superior attitude. It will be something else soon enough.
sorry all wrong
you should all know by now
dump and replace with 2news ones all in 10minutes ;D ;D ;D ;D
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That crap has landed on the sill when she opened the window look at the state of
the inside frame filthy.
Dump the chancer.
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i personally think you have expanded to fast to soon and are trying to hit targets and the price you are paying is poor service, its all about the dollar sign to you ian, greed , greed and greed ;D ;D
NOW you can have that answer or probably like a few others have said.............this one is trouble
Foot note
Are you using a SILL brush or standard oblong brush might be worth telling her your buying a sill and your going to practice on her windows next time and would like some feed back of her as well has getting round on Monday and get dan the man to foot a ladder and clean all sills
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That window sill has not been touched with a brush at all simples . Mike
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I think whatever you do with this one she will never be happy. I'm sure I have left the odd one like this but would be ped if called back for that. Its impossible to see and you can't clean every sill like its filthy or you'd be there all day.
Personally I'd move on, tell he she was right and that your going to stop before you disappoint her even further.
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That window sill has not been touched with a brush at all simples . Mike
I think your correct
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Go back to trad then you wudnt have missed the sill in the first place ;D ;D
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Go back to trad then you wudnt have missed the sill in the first place ;D ;D
i do miss trad ................ sometimes ... life was so much simpler back then ;D
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and it keeps the weight off ;D
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That window sill has not been touched with a brush at all simples . Mike
I think your correct
Not quite - look at the beads of water in the corner and the wet "daddylonglegs" legs look like the brush has very quickly been run along sweeping the spiders legs to the edge without getting them off. I think John may have a point about the spiders legs falling out when the window was opened.
Firstly she made a point about her upper cills being cleaned at the outset and so she is looking out for this. Second I reckon your assistant is "getting through the work" rather than being very conscientious. Retrain him to get the balance right.
First off I would ensure that you or your assistant remembers to give her windows a bit of special treatment by spending enough time to do a few meticulous wipes on her top cills. Just 15 seconds per cill will be enough for a few quick but firm wipes.
If she is still not happy then I would do as davids3511 says and say you obviously can't clean to her high standard and recommend she finds someone else.
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Oh and why is Dan the Man working for you? I sent him out on a well paid gutter and soffit clean and vac today! ;D
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I find the angle of the brush head is important for upper cill cleans. I like the Gardiner cill brush as you can't go wrong.
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Alarm Bells are ringing - run !
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Oh and why is Dan the Man working for you? I sent him out on a well paid gutter and soffit clean and vac today! ;D
I cloned him ............. we can all have a Dan the Man .... however the next one I make will be able to clean upper cills / sills ;D
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Send her an apologetic email last night and went back first job this morning and sent Dan up ladder to wipe cloth over sills - I footed it when on decking.
however as some have suggested she may be a little too fussy but like challenge and my 2 cleans have been fine so will see how we go.
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i personally think you have expanded to fast to soon and are trying to hit targets and the price you are paying is poor service, its all about the dollar sign to you ian, greed , greed and greed ;D ;D
NOW you can have that answer or probably like a few others have said.............this one is trouble
Foot note
Are you using a SILL brush or standard oblong brush might be worth telling her your buying a sill and your going to practice on her windows next time and would like some feed back of her as well has getting round on Monday and get dan the man to foot a ladder and clean all sills
im ignoring you as im cagey and dont like to get into conversations regarding cocaine ;D ;D ;D ;)
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Send her an apologetic email last night and went back first job this morning and sent Dan up ladder to wipe cloth over sills - I footed it when on decking.
however as some have suggested she may be a little too fussy but like challenge and my 2 cleans have been fine so will see how we go.
In my opinion, sending him up the ladder was a mistake. In her mind, you have proved her right that the job can't be done properly withWFP. Some customers just aren't worth having. It is better to let them go and waste your competitor's time.
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You're on the money there 8weekly; should've gone back and done it properly wfp. Rod/back and all that.
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i personally think you have expanded to fast to soon and are trying to hit targets and the price you are paying is poor service, its all about the dollar sign to you ian, greed , greed and greed ;D ;D
NOW you can have that answer or probably like a few others have said.............this one is trouble
Foot note
Are you using a SILL brush or standard oblong brush might be worth telling her your buying a sill and your going to practice on her windows next time and would like some feed back of her as well has getting round on Monday and get dan the man to foot a ladder and clean all sills
im ignoring you as im cagey and dont like to get into conversations regarding cocaine ;D ;D ;D ;)
im still confused by it ;)
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I sense trouble with this customer. Upper sills can't be inspected using WFP. There's only so much you can do when you have to use guesswork. Those sills didn't look too terrible to me. OK they were far from perfect but I imagine that I've left some like that without knowing about it. Dirt can creep out of the crack between sill and frame anyway. Especially with decking below, I say this is one of those instances where the customer must take a small hit on quality in order to ensure the cleaner's safety. If she isn't prepared to do so, she must drop you or be dropped.
100% agree she will be bother
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I would have gone back, cleaned the sill with wfp and then used the ladder to see if it was Dan the Man being a little too quick doing the job and then decide.
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She was out when went back so didn't know we used ladders as sends mixed messages - didn't want to wfp whole house again as was only upper sills - will see how we go but she's paid for job and my ethos is to give em what they paid for - having spoken to DTM he rushed it as was last job of day so had a talk about quality and standards etc etc - I will do this job next month and DTM can do other house I did this time around so if I do what I do for other 99.9999 % and she's not happy then will be let go
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Tell her to get over it, theres more important things to worry about. ;D
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She was out when went back so didn't know we used ladders as sends mixed messages - didn't want to wfp whole house again as was only upper sills - will see how we go but she's paid for job and my ethos is to give em what they paid for - having spoken to DTM he rushed it as was last job of day so had a talk about quality and standards etc etc - I will do this job next month and DTM can do other house I did this time around so if I do what I do for other 99.9999 % and she's not happy then will be let go
I think that is a good idea. Give her a chance and see what happens. Plus, you've shown her you're a pro who cares about the quality of your work. Nice one Ian.
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just go back, get a footer on ladder. wipe sills and frame. that should be fine for rest of wfp cleaning. rinse sills a bit longer. then go along with brush with no waterflow. if this is happening with hers maybe theres a few. anyone canvassing may get a few of yours. we all get a good wage thinking about it. i always tell my customers if any problems dont be afraid to let me know. keep your customers happy . once a new window cleaner gets into your area he may take your unsatisfied customers. a happy customer is a loyal customer. i only wish they would give me my calling cards when they pay on collection. it sometimes amazes me how much we can make in an hour compared to working for someone else, or in a different job. minnimum wage.
what difference will a sill brush do as to a gardeners dual trim medium mixed.
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Good thread guy with some excellent replies, I'm just going to concour with mr gold and 8 weekly
Ian - well done on going back, we would have done the same, it's important that the 'staff' are aware of the standards required that being one of the reasons we use a bonus system for complaints.
Before beating DtM about the head too much, bear in mind this customer was really gunning to find an error jugdeing by your post - unfortunately see was given one on a plate, still it was handled very well and be extra vigulant on the next 3 cleans. But gut feeling is there will be trouble ahead ( next complaint will be the sills are left too wet )
Darran
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Blackmail her by telling her you've now got pictures of her spiders legs sticking out.
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2 points i'd make.
1. it's a training issue with your new employee. nothing major
2. i don't like the way she's telling you she will not pay if she's not happy. most reasonable people will always pay for a service but cancel if they're not happy. i think she'll turn into a problem
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When I first contacted you my argument with using the extendable poles rather than the traditional ladder was that you can't see if upper sills are clean from ground level. I think the pictures below prove my point.
She's not wrong, and she's obviously unhappy with the pole.