Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: davids3511 on November 27, 2013, 08:06:44 pm
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They have been customers for 5 years. Started out at £15.00 then went up to £18.00 2 years ago when they put on a large extension at the back. Property similar to this but with three small dormers instead of one large.
http://www.rightmove.co.uk/property-for-sale/property-40994912.html/svr/1718
(http://www.cleanitup.co.uk/smf/1385582718_opr00001.jpg)
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I wouldn't reply. Put your energy into a new or valued customer not a waster :-)
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DUMPED
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Yer that's that Windowpro company they're very cheap.
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it winds me up how cheap some people can be. that's a pricey house theyve got there and they want to save £3 a month of their window cleaner?
I'd remind them of the service they are getting and say no as you charge a fair price for you work. I would charge more for that house in my area.
make them feel cheap for asking, remind them everything you do and how reliable you are etc and your insurance etc.
you may loose them, you may not loose them, but if you cut the price it will wind you up everytime you do it.
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i would write a confusing reply " im happy too much the price " and then dont return
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Yer that's that Windowpro company they're very cheap.
;D
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it winds me up how cheap some people can be. that's a pricey house theyve got there and they want to save £3 a month of their window cleaner?
I'd remind them of the service they are getting and say no as you charge a fair price for you work. I would charge more for that house in my area.
make them feel cheap for asking, remind them everything you do and how reliable you are etc and your insurance etc.
you may loose them, you may not loose them, but if you cut the price it will wind you up everytime you do it.
I'm not going to do that, would feel like I'm grovelling. Stupid I know, but let them off if they want to go is where my mind is at. The truth is I only get to do them every 6 weeks anyway so at £15.00 monthly they will be £4.50 down anyway.
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It's just ped me off a bit, this guy is a doctor living in a £700k house and he's messing about over £3.00.
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They've probably been reading posts on Mumsnet and think they are paying too much. ;D
http://www.mumsnet.com/Talk/good_housekeeping/963965-window-cleaner-charges/AllOnOnePage
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There's no harm in them asking. I wouldn't waffle either though.
I'd reply, no I can't, sorry.
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dump him
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Whilst I hate to lose a valued customer, as a business I make a point not to lower my prices when someone tries to undercut me. I think you will find my price is very resonable for the sevice I provide. Thank you for your custom over the last 5 years
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I cant match this price so could you please let me know if you want to cancel
before the next clean.
I you decide to cancel then I would like to thank you for your custom and wish you all
the best in the future.
In all business you win some you lose some no point in getting annoyed.
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Would I be a complete idiot if I ignored it and just never went back? I do the neighbours either side though.
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Whilst I hate to lose a valued customer, as a business I make a point not to lower my prices when someone tries to undercut me. I think you will find my price is very resonable for the sevice I provide. Thank you for your custom over the last 5 years
This is spot on in my opinion .
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"Unfortunately I cannot match the price you've been quoted, so I have replaced your slot with a new customer from my waiting list.
Thank you for your previous custom and best wishes for the future."
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no chance would i lower my price!in fact i clean houses in the area you ve highlighted and i charge £25-£30 (2 monthly).
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i think £18 is VERY CHEAP if its like the one in the link.plus if its a £700,000 house its £25-£30 all day long in my book.some customers really are cheapskates that live in these types of houses.im pleased to say i dont clean for people with that attitude.
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They've probably been reading posts on Mumsnet and think they are paying too much. ;D
http://www.mumsnet.com/Talk/good_housekeeping/963965-window-cleaner-charges/AllOnOnePage
that makes interesting reading!
especially the numpty who thinks the WC is overcharging by double after some bad maths, and then the numpty WC who says £7.50 is the usual price???!!! WTF???
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It's just ped me off a bit, this guy is a doctor living in a £700k house and he's messing about over £3.00.
not bad handwriting for a doctor ;D
say no thanks and carry on cleaning the neighbours and if he ever comes back its £20.00
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It's just ped me off a bit, this guy is a doctor living in a £700k house and he's messing about over £3.00.
You mention that in your reply... Something like you surprised that as a doctor he is worried about £3 a month - and then just dump them.
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Mine costs £25. I have it done every 8 weeks. I do have a large house but that does not include 2 side windows they can't get to and 4 roof windows I can flip over and do myself.
They use those spray hoses on a broom type things.[/]
Loooooool
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You could mention to the cheapskate customer that you didn't realise the chap who quoted them cheaper has been let out early on bail from prison as he was put away for several years for burglary and theft and remark what an absolute nutter he was when he went inside;D
Personally I wouldn't do that house that cheap anyway!
My customers tell me I'm more expensive than previous window cleaners before me but I come highly recommended to them by word of mouth recommendations as I'm trustworthy, reliable, honest and do a good job. The decent customers prefer someone reliable they can trust!
Tell them you have your set pricing structure for cleaning windows and you're not prepared to lower your prices, miss out windows or lower your cleaning standards to compete with new w/cleaner poaching your work. If customer wishes to go with someone else that's business, most of the time they will come back and you can up your price with them for not being loyal, that's life :)
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If you're willing to do it for £15-yes.
If not, just don't reply and remove them from your round.
They'll either call you grovelling just before Christmas or won't call at all.
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As everyone else is saying, definitely do not drop your price.
If they want to stop using you after 5 years over £3, then f**k 'em ;D
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"Whilst I realize that finances for all of us are tight at the moment, I believe that my reputation for honesty, reliability, and good service built up over the past five years of service to you are worth more than the 50p per week that you would save by using the other window cleaner. Please let me know what you would like to do."
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Dear Dr Who,
I appreciate the chance to keep your business however to clean a property of your size at £15 it would mean I would have to cut corners as time is definately money for a professional window cleaner - obviously this is something I am not prepared to do as we pride ourselves that all of our customers come to us by word of mouth and we have standards to maintain.
If you wish to cancel or service going foward please let me know within the next 24 hours as I have 8 future customers on my waiting list whom can fill your allocated time slot.
Best Regards
Graham Proctor aka "The Window Doctor".
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it winds me up how cheap some people can be. that's a pricey house theyve got there and they want to save £3 a month of their window cleaner?
I'd remind them of the service they are getting and say no as you charge a fair price for you work. I would charge more for that house in my area.
make them feel cheap for asking, remind them everything you do and how reliable you are etc and your insurance etc.
you may loose them, you may not loose them, but if you cut the price it will wind you up everytime you do it.
I'm not going to do that, would feel like I'm grovelling. Stupid I know, but let them off if they want to go is where my mind is at. The truth is I only get to do them every 6 weeks anyway so at £15.00 monthly they will be £4.50 down anyway.
Could you not also point out that the other window cleaning company works out to be more expensive annually by about £30 or so.
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Just say..
"Yes certainly... which windows would you like me to miss out each time?"
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I had a customer once, used to be £30 8 weekly. Turned up she said someone is doing them for £24 could I match that. I said no, and that actually she was due an increase so my price would now be £33. The look on her face was priceless and I felt good :)
I'd reply to your customer and say your price is now £20. Never drop your price to match.
Tom
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Be professional in however you handle it.
It puts you in a good light.
Ignore egotistical WC's who suggest putting the price up.
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Too cheap at £18 anyway mate. Onwards and upwards. Three quid? What a tosser, ..
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This would be my reply:
Dear customer,
Oh dear.
We have an awkward situation here, don't we? After 2 years of trouble-free service and a what I have always considered a good working relationship, we have this. And now things will simply never be the same, will they?
I could tell you that I'm insulted by your note, that the insinuation that I didn't charge a fair price in the first place cuts to the bone.
I could tell you that I'm hurt by the way you've now made it clear that only thing that stands between me keeping your custom and losing it, is a Johnny-come-lately whose service you have no experience of, but who is £3 cheaper.
I could tell you that, every day that goes by I am asked to clean someone's windows, but I have to tell them they will be added to my 2-year waiting list. (That's right, 2 years. Didn't realise you had it so good, did you?)
I could tell you that most customers never realise that they need me far more than I need them, and that 'competiton' is a concept that good window cleaners like myself find both alien and totally irrelevant.
But honestly, what would be the point?
Even if you unreservedly apologised now, the sad fact is, neither of us would be able to forget this, would we? The truth is, every time I came to your house I would think of this note, with all of the unspoken but nevertheless painful insinuations.
I think we both know that there really isn't any way forward for us now, is there? I can't even wish you "all the best" in customary fashion, because it would undoubtedly come across as sarcastic, and if I'm honest that is also how it would be meant.
So all that's left to do now is to say farewell.
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I understand. Times are difficult these days. Thank you for letting me know. Actually since the majority of my customers are very happy with the work I do and refering me to others I am finding that I am getting more work than I can handle! This has led me to actually raise my prices when I price for new contracts. So I should let you know that if it turns out that you are not happy with his standard of work and wish to renew our verbal contract then the price would be £22. Thank you for your custom over these years.
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This would be my reply:
Dear customer,
Oh dear.
We have an awkward situation here, don't we? After 2 years of trouble-free service and a what I have always considered a good working relationship, we have this. And now things will simply never be the same, will they?
I could tell you that I'm insulted by your note, that the insinuation that I didn't charge a fair price in the first place cuts to the bone.
I could tell you that I'm hurt by the way you've now made it clear that only thing that stands between me keeping your custom and losing it, is a Johnny-come-lately whose service you have no experience of, but who is £3 cheaper.
I could tell you that, every day that goes by I am asked to clean someone's windows, but I have to tell them they will be added to my 2-year waiting list. (That's right, 2 years. Didn't realise you had it so good, did you?)
I could tell you that most customers never realise that they need me far more than I need them, and that 'competiton' is a concept that good window cleaners like myself find both alien and totally irrelevant.
But honestly, what would be the point?
Even if you unreservedly apologised now, the sad fact is, neither of us would be able to forget this, would we? The truth is, every time I came to your house I would think of this note, with all of the unspoken but nevertheless painful insinuations.
I think we both know that there really isn't any way forward for us now, is there? I can't even wish you "all the best" in customary fashion, because it would undoubtedly come across as sarcastic, and if I'm honest that is also how it would be meant.
So all that's left to do now is to say farewell.
Whilst I wouldn't send it this is, I'm afraid, true!
This property is WAY under priced, so i'd be glad to let go. £18 - are you kidding! I'd reply, "I'm sorry that I am unable to drop my price to match that of the quote you have been given. My prices are carefully calculated to ensure they are fair to both parties. Thank you for your business over the last few years, it's been much appreciated".
Careful you don't p her off as you might lose the neighbours if she blabs. Mind you if they are at £18 too...!
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Be professional in however you handle it.
It puts you in a good light.
Ignore egotistical WC's who suggest putting the price up.
Egotistical??
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Dear Dr Who,
I appreciate the chance to keep your business however to clean a property of your size at £15 it would mean I would have to cut corners as time is definately money for a professional window cleaner - obviously this is something I am not prepared to do as we pride ourselves that all of our customers come to us by word of mouth and we have standards to maintain.
If you wish to cancel or service going foward please let me know within the next 24 hours as I have 8 future customers on my waiting list whom can fill your allocated time slot.
Best Regards
Graham Proctor aka "The Window Doctor".
this made me laugh
very well put ;D ;D
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This would be my reply:
Dear customer,
Oh dear.
We have an awkward situation here, don't we? After 2 years of trouble-free service and a what I have always considered a good working relationship, we have this. And now things will simply never be the same, will they?
I could tell you that I'm insulted by your note, that the insinuation that I didn't charge a fair price in the first place cuts to the bone.
I could tell you that I'm hurt by the way you've now made it clear that only thing that stands between me keeping your custom and losing it, is a Johnny-come-lately whose service you have no experience of, but who is £3 cheaper.
I could tell you that, every day that goes by I am asked to clean someone's windows, but I have to tell them they will be added to my 2-year waiting list. (That's right, 2 years. Didn't realise you had it so good, did you?)
I could tell you that most customers never realise that they need me far more than I need them, and that 'competiton' is a concept that good window cleaners like myself find both alien and totally irrelevant.
But honestly, what would be the point?
Even if you unreservedly apologised now, the sad fact is, neither of us would be able to forget this, would we? The truth is, every time I came to your house I would think of this note, with all of the unspoken but nevertheless painful insinuations.
I think we both know that there really isn't any way forward for us now, is there? I can't even wish you "all the best" in customary fashion, because it would undoubtedly come across as sarcastic, and if I'm honest that is also how it would be meant.
So all that's left to do now is to say farewell.
Whilst I wouldn't send it this is, I'm afraid, true!
This property is WAY under priced, so i'd be glad to let go. £18 - are you kidding! I'd reply, "I'm sorry that I am unable to drop my price to match that of the quote you have been given. My prices are carefully calculated to ensure they are fair to both parties. Thank you for your business over the last few years, it's been much appreciated".
Careful you don't p her off as you might lose the neighbours if she blabs. Mind you if they are at £18 too...!
I'm quite happy with the prices. I can do two an hour at £15-£18 each. I'm happy with £30.00 per hour.
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This would be my reply:
Dear customer,
Oh dear.
We have an awkward situation here, don't we? After 2 years of trouble-free service and a what I have always considered a good working relationship, we have this. And now things will simply never be the same, will they?
I could tell you that I'm insulted by your note, that the insinuation that I didn't charge a fair price in the first place cuts to the bone.10p a day.
I could tell you that I'm hurt by the way you've now made it clear that only thing that stands between me keeping your custom and losing it, is a Johnny-come-lately whose service you have no experience of, but who is £3 cheaper.
I could tell you that, every day that goes by I am asked to clean someone's windows, but I have to tell them they will be added to my 2-year waiting list. (That's right, 2 years. Didn't realise you had it so good, did you?)
I could tell you that most customers never realise that they need me far more than I need them, and that 'competiton' is a concept that good window cleaners like myself find both alien and totally irrelevant.
But honestly, what would be the point?
Even if you unreservedly apologised now, the sad fact is, neither of us would be able to forget this, would we? The truth is, every time I came to your house I would think of this note, with all of the unspoken but nevertheless painful insinuations.
I think we both know that there really isn't any way forward for us now, is there? I can't even wish you "all the best" in customary fashion, because it would undoubtedly come across as sarcastic, and if I'm honest that is also how it would be meant.
So all that's left to do now is to say farewell.
I love the reply but can't help but suspect you may be getting at me too for being over sensitive, which I know I am. Don't know why this one is bugging me so much. I am over subscribed by nearly 50% so loosing one isn't a big deal. Its just that he is quibbling over 10p a day.
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It's just ped me off a bit, this guy is a doctor living in a £700k house and he's messing about over £3.00.
You mention that in your reply... Something like you surprised that as a doctor he is worried about £3 a month - and then just dump them.
Careful - the next time you meet him/her could be in the operating theater. ;D
You can't match the price and thank you for your custom.
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Dear Sir,
Thank you for asking if I am prepared to reduce my price to £15 a month. As you know, my price is for £18 every 6 weeks. This longer time frame means I am removing more detritus and dirt each visit.
If you would like to take out your calculator you will also note that my visiting every 6 weeks equates to 8 or 9 visits per year. Viz:
8 x £18 = £144
9 x £18 = £162
The other person who has quoted equates to:
12 x £15 (Calendar month) = £180
13 x £15 (4 weekly) = £ 195
Therefore by staying with me your annual spend is significantly less. Add to this my known reliability, quality of work, being insured and trustworthiness and this should make a wise decision easier to make.
Obviously I hope we can continue our mutually beneficial business relationship but please let me know what you wish to do as soon as possible.
Best wishes,
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Or:
Nyeeeeh! WatsupDoc?
I am looking for a deal on a hernia op. I can come to you privately for £1500 or I can fly to Poland, have a stay in Krakow for the weekend in a nice hotel, flights included for £1000.
Can you match this deal? Except I'll stay in the lakes in a country hotel.
Y/s
Bugs Bunny
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Or:
Pete Thompson's reply is very very good!
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"I am over subscribed by nearly 50% so loosing one isn't a big deal." Davids - you need to raise your prices. If you are oversubscribed then you aren't charging enough - it's called "price elasticity of demand". http://en.wikipedia.org/wiki/Price_elasticity_of_demand
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This would be my reply:
Dear customer,
Oh dear.
We have an awkward situation here, don't we? After 2 years of trouble-free service and a what I have always considered a good working relationship, we have this. And now things will simply never be the same, will they?
I could tell you that I'm insulted by your note, that the insinuation that I didn't charge a fair price in the first place cuts to the bone.
I could tell you that I'm hurt by the way you've now made it clear that only thing that stands between me keeping your custom and losing it, is a Johnny-come-lately whose service you have no experience of, but who is £3 cheaper.
I could tell you that, every day that goes by I am asked to clean someone's windows, but I have to tell them they will be added to my 2-year waiting list. (That's right, 2 years. Didn't realise you had it so good, did you?)
I could tell you that most customers never realise that they need me far more than I need them, and that 'competiton' is a concept that good window cleaners like myself find both alien and totally irrelevant.
But honestly, what would be the point?
Even if you unreservedly apologised now, the sad fact is, neither of us would be able to forget this, would we? The truth is, every time I came to your house I would think of this note, with all of the unspoken but nevertheless painful insinuations.
I think we both know that there really isn't any way forward for us now, is there? I can't even wish you "all the best" in customary fashion, because it would undoubtedly come across as sarcastic, and if I'm honest that is also how it would be meant.
So all that's left to do now is to say farewell.
Jeez Tom,
i'd hate to think of the mess you'd be in if you got dumped by a girlfriend if this is how you handle a customer haggling on price! ;)
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Dear Sir,
Thank you for asking if I am prepared to reduce my price to £15 a month. As you know, my price is for £18 every 6 weeks. This longer time frame means I am removing more detritus and dirt each visit.
If you would like to take out your calculator you will also note that my visiting every 6 weeks equates to 8 or 9 visits per year. Viz:
8 x £18 = £144
9 x £18 = £162
The other person who has quoted equates to:
12 x £15 (Calendar month) = £180
13 x £15 (4 weekly) = £ 195
Therefore by staying with me your annual spend is significantly less. Add to this my known reliability, quality of work, being insured and trustworthiness and this should make a wise decision easier to make.
Obviously I hope we can continue our mutually beneficial business relationship but please let me know what you wish to do as soon as possible.
Best wishes,
better still say that the annual cost of £15 4 weekly is £195 so you are happy to match this... your new 6 weekly price will therefore be £22 per visit;D
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"I am over subscribed by nearly 50% so loosing one isn't a big deal." Davids - you need to raise your prices. If you are oversubscribed then you aren't charging enough - it's called "price elasticity of demand". http://en.wikipedia.org/wiki/Price_elasticity_of_demand
I see you are coming from but it is a case of trying to get to a point where I have enough work for myself after stripping off enough work to get my next franchisee started.
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Be professional in however you handle it.
It puts you in a good light.
Ignore egotistical WC's who suggest putting the price up.
Egotistical??
He meant egotesticle!
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This would be my reply:
Dear customer,
Oh dear.
We have an awkward situation here, don't we? After 2 years of trouble-free service and a what I have always considered a good working relationship, we have this. And now things will simply never be the same, will they?
I could tell you that I'm insulted by your note, that the insinuation that I didn't charge a fair price in the first place cuts to the bone.
I could tell you that I'm hurt by the way you've now made it clear that only thing that stands between me keeping your custom and losing it, is a Johnny-come-lately whose service you have no experience of, but who is £3 cheaper.
I could tell you that, every day that goes by I am asked to clean someone's windows, but I have to tell them they will be added to my 2-year waiting list. (That's right, 2 years. Didn't realise you had it so good, did you?)
I could tell you that most customers never realise that they need me far more than I need them, and that 'competiton' is a concept that good window cleaners like myself find both alien and totally irrelevant.
But honestly, what would be the point?
Even if you unreservedly apologised now, the sad fact is, neither of us would be able to forget this, would we? The truth is, every time I came to your house I would think of this note, with all of the unspoken but nevertheless painful insinuations.
I think we both know that there really isn't any way forward for us now, is there? I can't even wish you "all the best" in customary fashion, because it would undoubtedly come across as sarcastic, and if I'm honest that is also how it would be meant.
So all that's left to do now is to say farewell.
omg !!!! in 12 years of running a fourm (a vw fourm) I have never seen I post this funny I love it !!
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i think £18 is VERY CHEAP if its like the one in the link.plus if its a £700,000 house its £25-£30 all day long in my book.some customers really are cheapskates that live in these types of houses.im pleased to say i dont clean for people with that attitude.
+1 i choose my customers!
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dear whoever
im sorry to inform you i will not lower my price.i think my price is fair and i stick to my pricing structure.i am the best window cleaner in the area and by lowering my price would mean taking a step back for both me and my business.with overheads and other costs(fuel,insurance,equipment etc)steadily increasing year on year it would be a foolhardy move.
ive built my business on hard work,honesty and integrity and provide a trustworthy reliable service.
to consider dropping me for a window cleaner who you know nothing about because he s £3 cheaper.well!what can i say?you fill in the blank!_ _ _ _ _!
regards
mr window cleaner
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Dear Mr.Scrooge, I understand your reasoning. £3 is a lot of money these days. I immagine your neighbours will be the next to change over. Slowly and surely he'll probably eat away at my round until I'm forced to join him on the dole.
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Dear Mr.Scrooge, I understand your reasoning. £3 is a lot of money these days. I immagine your neighbours will be the next to change over. Slowly and surely he'll probably eat away at my round until I'm forced to join him on the dole.
Clever. I like that.
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I just sent a text to say I couldn't match the price and thanks for the custom for the last 5 years. Was going to go down the 'it'll cost you more' and ' won't lower my standards' road but realized to this k n o b I'm just a window cleaner and he won't care about standards, surely we all just clean the windows the same ( in his head). I think I'm not even on his radar as a person, the arrogance of the consultant doctor is alive and kicking in him. Think Gerry McCann and you got him.
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Oh and they didn't even bother to reply.
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I wouldn't reply to a window cleaner if I was a doctor.
Same as if I was the window cleaner I wouldn't reply to the doctor when he texts asking for you back.
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This place gets worse and worse.
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This would be my reply:
Dear customer,
Oh dear.
We have an awkward situation here, don't we? After 2 years of trouble-free service and a what I have always considered a good working relationship, we have this. And now things will simply never be the same, will they?
I could tell you that I'm insulted by your note, that the insinuation that I didn't charge a fair price in the first place cuts to the bone.
I could tell you that I'm hurt by the way you've now made it clear that only thing that stands between me keeping your custom and losing it, is a Johnny-come-lately whose service you have no experience of, but who is £3 cheaper.
I could tell you that, every day that goes by I am asked to clean someone's windows, but I have to tell them they will be added to my 2-year waiting list. (That's right, 2 years. Didn't realise you had it so good, did you?)
I could tell you that most customers never realise that they need me far more than I need them, and that 'competiton' is a concept that good window cleaners like myself find both alien and totally irrelevant.
But honestly, what would be the point?
Even if you unreservedly apologised now, the sad fact is, neither of us would be able to forget this, would we? The truth is, every time I came to your house I would think of this note, with all of the unspoken but nevertheless painful insinuations.
I think we both know that there really isn't any way forward for us now, is there? I can't even wish you "all the best" in customary fashion, because it would undoubtedly come across as sarcastic, and if I'm honest that is also how it would be meant.
So all that's left to do now is to say farewell.
omg !!!! in 12 years of running a fourm (a vw fourm) I have never seen I post this funny I love it !!
Quality reply!
Times must be hard when a doc can't afford that extra coupla quid. The difference in price would be enough to rile me, but the clincher in the 'dump vs keep' scenario is the to $$ er actually wrote "going forward". He probably calls his kids 'stakeholders' and has his receptionist book Santa in for a five minute slot at 11:15am on January 3rd as he doesn't take appointments over xmas. Unless they are private and he can bill them £150 for each 10 minute slot. ::)roll
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just smile and wave...as you walk away....smile and wave :)
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Sorry this is not e bay so therefore I will not bid. Carry a bottle of ro waste water and spray the glass when you see the new windy has just been. ;D ;D ;D ;D ;D ;D
I had one of these stopped me in the street to come back as the the new fella`s window do not stay clean.Sorry full but if she could wait till some one died I might help her again.
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Hi
Can you continue to clean our windows at *********** We have been happy with the service you have offered
Can you do us again next time in the area
Thanks
Julia *********- please let me know- thanks
Just received this today. Response?
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That house should be £25-30 easy. Stuff them and find another who will respect you and your price.
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Hi
Can you continue to clean our windows at *********** We have been happy with the service you have offered
Can you do us again next time in the area
Thanks
Julia *********- please let me know- thanks
Just received this today. Response?
"Of course. All new customers are now taken on a standing order only basis, paid on the 1st of the month. Here are my details. As soon as payment goes in, I will be with you in that month. Kind regards...."
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Tell them yes and sell the job to another windie,the worst one in your area!
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That house should be £25-30 easy. Stuff them and find another who will respect you and your price.
This is how I feel. I couldn't ever do it for them again even for £40 a clean..
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I had a similar case recently. It's a detached house that I do 3 or 4 rimes a year, for which I charge 50 euro. I had a phone call saying that another guy who, (although I've never seen him) does the other houses on the estate, and he has quoted £25.
I replied that unfortunately I cannot compete with that or make a living by dropping my price. She said that she would rather have my services, as she was happy with the quality of my work. I said I would give it some thought. I did think about it, then I did nothing.
A few weeks later, I had the phone call asking for me to do the windows. This I duly did, for which she unhesitatingly paid me my original price of 50 euro.
John
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Depends if you need the work....... But if that happened to
Me I would knock and say I wouldn't reduce price , thank them
For previous work and wish them well .....
Replace them with another job.
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That house minus a conny is £18 all day long
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Hi
Can you continue to clean our windows at *********** We have been happy with the service you have offered
Can you do us again next time in the area
Thanks
Julia *********- please let me know- thanks
Just received this today. Response?
Go back just one last time.
But not to clean the windows........just put a copy of Pete Thompson's letter through the letterbox and walk away smiling.
"Dear customer,
Oh dear.
We have an awkward situation here, don't we? After 2 years of trouble-free service and a what I have always considered a good working relationship, we have this. And now things will simply never be the same, will they?
I could tell you that I'm insulted by your note, that the insinuation that I didn't charge a fair price in the first place cuts to the bone.
I could tell you that I'm hurt by the way you've now made it clear that only thing that stands between me keeping your custom and losing it, is a Johnny-come-lately whose service you have no experience of, but who is £3 cheaper.
I could tell you that, every day that goes by I am asked to clean someone's windows, but I have to tell them they will be added to my 2-year waiting list. (That's right, 2 years. Didn't realise you had it so good, did you?)
I could tell you that most customers never realise that they need me far more than I need them, and that 'competiton' is a concept that good window cleaners like myself find both alien and totally irrelevant.
But honestly, what would be the point?
Even if you unreservedly apologised now, the sad fact is, neither of us would be able to forget this, would we? The truth is, every time I came to your house I would think of this note, with all of the unspoken but nevertheless painful insinuations.
I think we both know that there really isn't any way forward for us now, is there? I can't even wish you "all the best" in customary fashion, because it would undoubtedly come across as sarcastic, and if I'm honest that is also how it would be meant.
So all that's left to do now is to say farewell."
Go on it will be worth it.....just for the crack. ;D
-
Hi
Can you continue to clean our windows at *********** We have been happy with the service you have offered
Can you do us again next time in the area
Thanks
Julia *********- please let me know- thanks
Just received this today. Response?
Go back just one last time.
But not to clean the windows........just put a copy of Pete Thompson's letter through the letterbox and walk away smiling.
"Dear customer,
Oh dear.
We have an awkward situation here, don't we? After 2 years of trouble-free service and a what I have always considered a good working relationship, we have this. And now things will simply never be the same, will they?
I could tell you that I'm insulted by your note, that the insinuation that I didn't charge a fair price in the first place cuts to the bone.
I could tell you that I'm hurt by the way you've now made it clear that only thing that stands between me keeping your custom and losing it, is a Johnny-come-lately whose service you have no experience of, but who is £3 cheaper.
I could tell you that, every day that goes by I am asked to clean someone's windows, but I have to tell them they will be added to my 2-year waiting list. (That's right, 2 years. Didn't realise you had it so good, did you?)
I could tell you that most customers never realise that they need me far more than I need them, and that 'competiton' is a concept that good window cleaners like myself find both alien and totally irrelevant.
But honestly, what would be the point?
Even if you unreservedly apologised now, the sad fact is, neither of us would be able to forget this, would we? The truth is, every time I came to your house I would think of this note, with all of the unspoken but nevertheless painful insinuations.
I think we both know that there really isn't any way forward for us now, is there? I can't even wish you "all the best" in customary fashion, because it would undoubtedly come across as sarcastic, and if I'm honest that is also how it would be meant.
So all that's left to do now is to say farewell."
Go on it will be worth it.....just for the crack. ;D
I love that. Still makes me chuckle.
How many times have you used it Andy? Go on, don't be shy... ;D
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Not used it yet.
But hopefully one day........ ;D
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If she is prepared to pay your asking price, why not keep her on. It looks to me as if she has learned her lesson.
John
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I'd forgotten Pete Thompson's letter - it is so good I'm going to frame it and put it on my wall - it really is the best reply I've ever seen!
Back to "Dr. Going Forward" and his wife Julia who knows how to write politely.
Note she uses her first name while "he" signed "Mr" whatever. Note how he didn't even have the decency to write Dear Sir.
Why not text back Julia (is she middle aged totty going forward? ;D) and tell her that the question about cutting price came from her husband and that if he wants you back he has to say "please" and he needs to be polite.
Of course he won't but like you say, you wouldn't do his windows for £40 let alone £18.
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They have been customers for 5 years. Started out at £15.00 then went up to £18.00 2 years ago when they put on a large extension at the back. Property similar to this but with three small dormers instead of one large.
http://www.rightmove.co.uk/property-for-sale/property-40994912.html/svr/1718
(http://www.cleanitup.co.uk/smf/1385582718_opr00001.jpg)
If you have been doing this house for five years with the only price increase being to cover the large addition then the price has not actually increased in five years.
That is crazy, and this may be an appropriate time to remind the greedy doctor of this.
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If you want to do it, do it.
If you dont want to do it, be polite.
"Thanks for your note asking me to come back but Ive since replaced you with a customer from my waiting list and I wont be able to clean for you. Thank you for your business in the past"
If you try and make a silly point it will come back to bite you one day.
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Hi
Can you continue to clean our windows at *********** We have been happy with the service you have offered
Can you do us again next time in the area
Thanks
Julia *********- please let me know- thanks
Just received this today. Response?
depends if its near other work and or part of a compact round ?
are they good payers
do u make decisions with your ego (Im prone to this occasionally)
do you like cleaning this particular house
you could carry on then in a few months time put it up in price if you feel its underpriced
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Some people are just pure greedy . Had a custy this week dump me via email because i had raised the price by £1.00 been 4 years since i started cleaning windows .
He had got himself another windy probably for a £1.00 as most lads charge a similar price to me , at the end of email he said if he had any problems he may need to contact me again .
Been contemplating my reply for past few days still not sure whether to bother replying and making him beg if he gets messed about buy other windy , Then when he is finished i will just say no .
David if you want to maintain custy make them wait a few days . Mike
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Some people are just pure greedy . Had a custy this week dump me via email because i had raised the price by £1.00 been 4 years since i started cleaning windows .
He had got himself another windy probably for a £1.00 as most lads charge a similar price to me , at the end of email he said if he had any problems he may need to contact me again .
Been contemplating my reply for past few days still not sure whether to bother replying and making him beg if he gets messed about buy other windy , Then when he is finished i will just say no .
David if you want to maintain custy make them wait a few days . Mike
Hi Mke
I wouldn't reply apart from to thank them for their past business. Anything else always seems like retaliation.
You can always greet them in the street, across the fence etc without any stress on your part. I feel it leaves me in control of the situation.
But the time may come that the same thing happens to you as it has David the O/P. It's happened to all of us at some time or another, especially if you have been in business for a while. If they do ask you if you will resume cleaning their windows then you have the opportunity to decide. If you don’t want them as customers (which you could have decided at the time of receiving their email/notification), then apologise and explain that their slot has been taken by a new customer. As you aren’t taking on any more new customers, you will quite happily put them on the pending list for consideration when you get a cancellation.
If you do decide you could carry on the service, charge for a first clean and put the price up. If they refuse then you haven’t lost anything.
I got dumped by a customer a couple of years ago as I wasn’t regular enough – she wanted every 4 weeks and I only do 6 weeks. She also messed me around when she was having some maintenance work done outside which should have taken a week but ended up taking 4 months. (Whilst that wasn’t her fault I wasted my time driving there 3 times and being turned away.) When they finally finished she expected me to come the next day and clean her windows.
She has never asked me back but she stopped me in the street last month as she had recommended me to some of her friends in the next village. I thanked her so much for her thoughfulness, but I declined the recommendation.
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I don't really see what all the fuss is about. I rarely buy anything without asking if I can get it cheaper (you don't ask, you don't get) and I regularly check my service bills for more competitive prices. I think your customer has been fair enough asking you to match a cheaper quote - most would just have cancelled without explanation.
If you can't match that price don't, (I wouldn't lower my price for an undercutter) but don't ignore them or worse, give them cheek like they are somehow owe you something because you cleaned their windows for a while.
People are free to choose whoever they want to clean their windows - some go for the best price - some reliability - most go for whatever is easiest.
Personally I'd write back with a proper headed letter explaining that no, you can't match that price. If they want to cancel no problem but let you know asap. Explain what they would have to do should there be an issue with the new guy and they want you back and wish them all the best.
It is the only professional thing to do.
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Spruce you have made some valid points i have a similar approach and view to such situations as yourself 9/10 times .
He was good custy and paid online the day i cleaned them every time , But i wont take him back no way no how as my instinct tells me he probably dropped me for the sake of saving a £1.00 every 4 weeks .
I think Spruce & Soupy have probably covered it the right way . Mike
-
Hi
Can you continue to clean our windows at *********** We have been happy with the service you have offered
Can you do us again next time in the area
Thanks
Julia *********- please let me know- thanks
Just received this today. Response?
Go back just one last time.
But not to clean the windows........just put a copy of Pete Thompson's letter through the letterbox and walk away smiling.
"Dear customer,
Oh dear.
We have an awkward situation here, don't we? After 2 years of trouble-free service and a what I have always considered a good working relationship, we have this. And now things will simply never be the same, will they?
I could tell you that I'm insulted by your note, that the insinuation that I didn't charge a fair price in the first place cuts to the bone.
I could tell you that I'm hurt by the way you've now made it clear that only thing that stands between me keeping your custom and losing it, is a Johnny-come-lately whose service you have no experience of, but who is £3 cheaper.
I could tell you that, every day that goes by I am asked to clean someone's windows, but I have to tell them they will be added to my 2-year waiting list. (That's right, 2 years. Didn't realise you had it so good, did you?)
I could tell you that most customers never realise that they need me far more than I need them, and that 'competiton' is a concept that good window cleaners like myself find both alien and totally irrelevant.
But honestly, what would be the point?
Even if you unreservedly apologised now, the sad fact is, neither of us would be able to forget this, would we? The truth is, every time I came to your house I would think of this note, with all of the unspoken but nevertheless painful insinuations.
I think we both know that there really isn't any way forward for us now, is there? I can't even wish you "all the best" in customary fashion, because it would undoubtedly come across as sarcastic, and if I'm honest that is also how it would be meant.
So all that's left to do now is to say farewell."
Go on it will be worth it.....just for the crack. ;D
I have one whose details are currently in the hands of Thomas Higgins. She hadn't paid after seven weeks, it was only when I invoiced her for a second time that she complained about the standard of clean.
I'll be forwarding an amended version of that to her once things are resolved.
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Had this before, my reply was "well what happens if I drop my price to match his and another comes along and says he'll do them for x amount of £££'s cheaper again, do we keep dropping the price till I'm doing them for free?".
Felt quite satisfying ;D
It's always the well to do ones who come off with this rubbish too, your honest working class people are never a problem in my experience.
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Hi
Can you continue to clean our windows at *********** We have been happy with the service you have offered
Can you do us again next time in the area
Thanks
Julia *********- please let me know- thanks
Just received this today. Response?
depends if its near other work and or part of a compact round ?Yes, do either side
are they good payers Yep, always on time
do u make decisions with your ego (Im prone to this occasionally) Yeah, unfortunately
do you like cleaning this particular house I used to but now will feel an arse doing it (stupid I know but it's how I feel)
you could carry on then in a few months time put it up in price if you feel its underpriced Despite what everyone is saying, it's about right. It only takes about 25 mins for £18.00
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I think I need to clarify why I am resentful of this customer. He is a consultant paediatrician (hence the Mr and not Dr on his little note) she is a GP. They must be pulling in minimum 200k so the £3.00 thing wasn't a 'we need to tighten our belts' thing, it was a let's see if we can play these idiot window cleaners off against each other thing. A power thing IMHO.
I know I'm an idiot for thinking like this. I am also thinking it's £18 and I should suck it up and take his money. I also don't want to let another company is there between my other regulars.
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I think I need to clarify why I am resentful of this customer. He is a consultant paediatrician (hence the Mr and not Dr on his little note) she is a GP. They must be pulling in minimum 200k so the £3.00 thing wasn't a 'we need to tighten our belts' thing, it was a let's see if we can play these idiot window cleaners off against each other thing. A power thing IMHO.
I know I'm an idiot for thinking like this. I am also thinking it's £18 and I should suck it up and take his money. I also don't want to let another company is there between my other regulars.
Didnt go the way they thought it would so u have scored a goal there plus as u say u dont want anyone else cleaning it in case u loose others either side .......... another thing to consider is they prob play the audi dealers off against themselves over a set of mudflaps .... maybe a tenious example but u get my drift that its not personal also consider that they prob spent 0.000001 % of their day thinking about this issue where as its a bigger issue for you ............. personally i would keep on taking their money so long as they stay in line
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I seriously doubt whether the consultant doctor and his general practitioner wife imagine for one second that they are in a power struggle with their window cleaner.
You will never get the respect you desire from people like that, you are taking this far too personally. They don't care about you. They wanted £3 off their bill. It didn't work. I really don't understand why you let this get to you.
I have had guys work for me who hated to tell people "I am a window cleaner". They had similar issues with customers, it had a lot more to do with them and their insecurities than it did with the customer.
Doff your cap, say 'thank you muchly kind sir' and get on with it. No one give a toss but you. I don't mean to sound harsh but that is how I see it.
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Yeah, and quit your whingeing too! :)
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Yeah, and quit your whingeing too! :)
I'm working on it Tom, don't want you to block my number now do I ;D
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Just like to ask have you made a decision how to reply as this post was started about 7 or 8 weeks ago???