Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: davids3511 on June 23, 2015, 08:41:25 pm
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(http://www.cleanitup.co.uk/smf/1435088447_ruth.jpg)
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in short No handled well IMO, i would have done the same and charged the same.
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I think you handled it perfectly, polite, informative and to the point.
Nothing go worry about, move on and forget
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I would have handled it the same as you mate,and wouldn't be surprised to get that message back,at the end of the day it's your business for you to run,I no longer let customers dictate to me .
Tomorrow a new customer will come along,don't let it get to you.
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You've handled it very well. Get another custy.
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Very well handled and explained. You were polite, clear and professional. She has no regard or thought of the inconvenience for you or your business.
I can become irate with people like this but on reflection the feeling soon turns to a general feeling of a weight having been lifted.
Onwards and upwards.
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(http://www.cleanitup.co.uk/smf/1435088447_ruth.jpg)
The trouble is that most of them haven't a clue how much it cost to just arrive on site, even if you just finished next door.
I worked out a few years ago that my running costs (expenses) equated to £3.97 per residential account. Its more than that now. That included fuel, insurances, depreciation, replacement equipment that year, water processing etc but didn't include any wages.
Why does a plumber charge an initial fixed call out fee, even if he just replaces a tap washer and it takes 10 minutes?
A customer used a painting contractor a few months back. The company charges labour by the day, so it doesn't matter if the painter is there for the full day or just 1/2 an hour. Its the same price - take it or leave it.
As others have said; forget and move on. Continue to be polite but I'm not sure what I would do if she phoned me to restart cleaning in the future. If she was generally a good payer then I would probably do it again but I would insist on a key. I have a customer who has had a carer key box fitted and the key to the side gate is in that. I know the code and it works fine. The gardener also uses it to get in if they aren't home.
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No mate you dealt with the matter very professionally :D
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Personally I will never understand why a window cleaner cant get over a locked gate in a safe an easy manor, but that's your
choice/terms and I think you handled the situation very well.
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As others have said, you did well.
As she has decided to alter the terms of engagement, you now have the right to do so.
If she wants you to re-start eventually, you get a key and you charge more (IMO of course).
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Im sorry but I disagree :-\
I think you came across a bit smart like,long winded explanation of your terms & conditions.....sorry to be blunt not having a go at you but sometimes we forget they are the customers we kind of need them :-\ & we need to bend a little a bit of customer service is missing
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Customer service :o that's a bad statement to make on here Shane, they are all cash cows who should be grateful to have us. ;D
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How many times had you cleaned for her?
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Me, I would have told her to shove her money where the sun don't shine and to spend the cash saved on a couple of bottles of wine.
In terms of what living in today's society costs, she is nit picking over a few quid and I would have said that as well.
I never used to be like this but now when customers or potential customers argue over small amounts, it's goodbye.
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Me, I would have told her to shove her money where the sun don't shine and to spend the cash saved on a couple of bottles of wine.
In terms of what living in today's society costs, she is nit picking over a few quid and I would have said that as well.
I never used to be like this but now when customers or potential customers argue over small amounts, it's goodbye.
I partially agree with this, but you don't want to damage your reputation in the area by being rude, people talk.
That last comment she made that she may want you again, well, I would not take her back once she had spoken so condescendingly.
We run a business just like sparks and plumbers.
I would be unhappy every time I cleaned for her after she spoke like that.
I once cleaned for a family for about a year and one time I was there and she apparently was employing two window cleaners with out realiseing it .
She cancelled me. She hadn't even took any notice of me when I had been cleaning.
About 18 months later after the other cleaner had done a bunk she sent her young teenage daughter over to me to ask me to start cleaning again, when she saw me over the road.
I politely declined her generous offer of work as I was full up.
I like to have some control over my business.
People need to learn we have expenses, not just buckets and scrims.
Just MHO.
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Hi David, had she bothered to leave the gate open in the first place, there wouldn't be an issue now, her last text read,
" i think we'll opt out of future cleans for now- i'll get in touch if we need them doing again. Thanks"
Basically her rather immature way of punishing you, for a situation she caused, but leaving it open that she will get in touch if
she needs them doing again, Personally i would permanently Dump. You were more than Diplomatic in my view.
Best regards
Lal
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+ 1
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Must be a big round if you need to take your passport with you......... ;D
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Take a couple of cans super lager with you and this will enable you to climb any gate and will also increase your tip on completion
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Polite and professional.....you did the right thing :)
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The evil scumbag forgot to leave the gate open, if it was me I would have had her hung drawn an quartered and even then
that wouldn't have been good enough.
You have to laugh at some of the replies you get on these topics.
The woman wasn't happy with Dave's service so cancelled, Dave handled the situation politely, she will move on and get a
shiner who doesn't mind getting over a locked gate Dave will replace her with somebody else and both parties will be in
the right.
There are definitely some in this game that need to grow up a little.
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Sure thing. One way or another, both parties will get what they want - and that's fine.
Personally, I won't go over locked gates. It's not just about getting my excessive bulk over (I already have intermittent back problems), it's about getting hose over too if it can't be fed around or under the gate. Then there is the hassle if the connector pops off while I'm wrong side of the gate as it means two extra climbs.
I've already spent too long on osteopath couches to perform circus tricks for customers.
If someone is reasonably fit etc. then maybe, but it's not for me.
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Differently?
If it was me I may have simply said
''Hello Mrs Smith, I am ever so sorry but I have a minimum charge of £10.''
No explanation of the time taken setting up as it may come across as a bit condescending.
If she still replied the way she did I would permanently delete.
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Personally I will never understand why a window cleaner cant get over a locked gate in a safe an easy manor, but that's your
choice/terms and I think you handled the situation very well.
Climb over gates no thanks done it moved on...if I have to strain myself not interested
easiest occupation ive ever had and like to keep it that way ;D
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Personally I will never understand why a window cleaner cant get over a locked gate in a safe an easy manor, but that's your
choice/terms and I think you handled the situation very well.
Climb over gates no thanks done it moved on...if I have to strain myself not interested
easiest occupation ive ever had and like to keep it that way ;D
To be honest I don't have a lot of locked gates on my round it varies between 6 and 10 some start locking them and some stop.
But there's one thing for certain if I found it in any way a strain or hassle to clean them I wouldn't be cleaning them full stop.
I'm not known as a person who chases or wants hard graft. ;D
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How many times had you cleaned for her?
About 6 times. I have done the house for about 3 years but they moved in about 9 months ago.
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Personally I will never understand why a window cleaner cant get over a locked gate in a safe an easy manor, but that's your
choice/terms and I think you handled the situation very well.
It's a mess of rotting and missing bits of wood. Trust me, if I tried to drag myself over it we wouldn't have a locked gate at the end of it all.
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Differently?
If it was me I may have simply said
''Hello Mrs Smith, I am ever so sorry but I have a minimum charge of £10.''
No explanation of the time taken setting up as it may come across as a bit condescending.
If she still replied the way she did I would permanently delete.
that, is the right answer!!
I think the op handled it very well, but from experience these types of customer just feel agrieved and the longer version where you try to be reasonable don't work - are you sure you couldn't have found the time to go back?
As for locked gates, if it's locked and needs a key then we don't go over, we'll happily draw a bolt and re lock after but no climbing over as many gates are in a poor state and climbing on them will only add to the wear and tear. Also many customers have said and I've gained a few too that if it's locked stay out, previous windy has ignored this and now no longer clean the property.
As they say nowt as queer as folk.
Put it down to life's rich tapestry, hold no grudge and move on..
Darran
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You handled it well, but I think telephoning would have been better. People misread texts all the time.
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Never any need to climb on a locked gate like anything its all about using the right equipment.
www.youtube.com/watch?v=08gWAo7bUbk
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Don't forget to send her another invoice for those texts plus the stress and time between texts. :)
You have far too many decent customers to worry about this one. She was literally moaning over a pound when she created the problem in the first place. Jeeez!
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That last comment she made that she may want you again, well, I would not take her back once she had spoken so condescendingly.
I must have missed the bit where she was condescending. She asked for money off (something I do every day), didn't get it, so decided she didn't want to pay £10 for half her windows to be cleaned. Fair enough, that's her choice. Plenty others would be happy to pay.
Window cleaners don't half have an inferiority complex.
If she still replied the way she did I would permanently delete.
Why? She decided that it was too expensive, maybe on her budget it is? I never 'permanently delete' unless there has been a payment issue.
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That last comment she made that she may want you again, well, I would not take her back once she had spoken so condescendingly.
I must have missed the bit where she was condescending. She asked for money off (something I do every day), didn't get it, so decided she didn't want to pay £10 for half her windows to be cleaned. Fair enough, that's her choice. Plenty others would be happy to pay.
Window cleaners don't half have an inferiority complex
I don't talk down to people and don't expect them to do so to me😊
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That last comment she made that she may want you again, well, I would not take her back once she had spoken so condescendingly.
I must have missed the bit where she was condescending. She asked for money off (something I do every day), didn't get it, so decided she didn't want to pay £10 for half her windows to be cleaned. Fair enough, that's her choice. Plenty others would be happy to pay.
Window cleaners don't half have an inferiority complex
I don't talk down to people and don't expect them to do so to me
Again, I must have missed the talking down bit. All she did was ask for money off, when she didn't get it she politely cancelled the service.
Let assume she thought the price was too expensive so wanted to cancel, how could she have handled it in such a way that the CIU faithful didn't chuck their toys out the pram?
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I wouldn't necessarily do a permanent deletion either. To do that, it must be a rational business decision rather than a "hurt feelings" decision.
If a customer does something that costs me time/money, I will usually explain it to them. If I get a response that indicates that repetition is likely, then I will probably delete. I don't want customers who are likely to be a drag on my future profitability. That can also include having to purchase a special ladder and the time taken to use it. I price jobs on the assumption that I won't need to do that.
The only exception to the "hurt feelings" bit is if they are abusive to me. I don't need that.
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A future window cleaner www.youtube.com/watch?v=eH3zQa39LAQ
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A future window cleaner www.youtube.com/watch?v=eH3zQa39LAQ
I would make him sit on the naughty step of his Little Giant ladder :)
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A future window cleaner www.youtube.com/watch?v=eH3zQa39LAQ
I would make him sit on the naughty step of his Little Giant ladder :)
Little Giant ladder, are you trying to set him off again. ;D
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TBH if I had been that customer, I'd have cancelled too. That long explanation came across as rather patronising and would have annoyed me (though I do understand why you wrote it).
This is just my humble opinion, but this is exactly the type of problem you run into when you do the whole 'back gate text thing'.
I will never understand it! Why would you let your work be dependent on whether the customer happens to remember to unlock the gate?! That's just an annoyance for them and a hassle for you.
In my view the more you depend on the customer to remember to do something, the more trouble you'll have.
So what do you do?
CLIMB OVER!
Get a collapsible ladder if you must.
Right from the start tell the customer they don't have to do anything, you'll handle it all. Easy, simple.
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Personally I will never understand why a window cleaner cant get over a locked gate in a safe an easy manor, but that's your
choice/terms and I think you handled the situation very well.
Climb over gates no thanks done it moved on...if I have to strain myself not interested
easiest occupation ive ever had and like to keep it that way ;D
+1. No need to climb over.
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TBH if I had been that customer, I'd have cancelled too. That long explanation came across as rather patronising and would have annoyed me (though I do understand why you wrote it).
This is just my humble opinion, but this is exactly the type of problem you run into when you do the whole 'back gate text thing'.
I will never understand it! Why would you let your work be dependent on whether the customer happens to remember to unlock the gate?! That's just an annoyance for them and a hassle for you.
In my view the more you depend on the customer to remember to do something, the more trouble you'll have.
So what do you do?
CLIMB OVER!
Get a collapsible ladder if you must.
Right from the start tell the customer they don't have to do anything, you'll handle it all. Easy, simple.
+1
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Personally I would of hopped the gate.
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Probably next time, do exactly the same thing but just charge slightly less.
I would have done the same thing and have done on a few occasions.
I usually send them a text saying that 'unfortunately I couldn't clean the back because the gate was locked but I managed to clean the front and have charged accordingly' What I find is that if you make the price fair, the custy is sooooo grateful and funnily enough, don't do it again.
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Hopping the gate is an option I suppose.
But what happens if you catch them unawares (sun bathing nude/topless, naked in the hot tub) or worse still bump into the infamous Pete the Naturist having his UV treatment prescribed by his doctor? ;D
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Hopping the gate is an option I suppose.
But what happens if you catch them unawares (sun bathing nude/topless, naked in the hot tub) or worse still bump into the infamous Pete the Naturist having his UV treatment prescribed by his doctor? ;D
Perks of the job ;D
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if i could of hopped the gate by splitting my 2 section ladder i would of clean the backs no problem.if it was impossible obviously NO.
if i was cleaning again in the same area the next day i would of cleaned the backs the next day for her yes.if not then no way would i go back to clean 4 windows. ;D
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That last comment she made that she may want you again, well, I would not take her back once she had spoken so condescendingly.
I must have missed the bit where she was condescending. She asked for money off (something I do every day), didn't get it, so decided she didn't want to pay £10 for half her windows to be cleaned. Fair enough, that's her choice. Plenty others would be happy to pay.
Window cleaners don't half have an inferiority complex
I don't talk down to people and don't expect them to do so to me
Again, I must have missed the talking down bit. All she did was ask for money off, when she didn't get it she politely cancelled the service.
Let assume she thought the price was too expensive so wanted to cancel, how could she have handled it in such a way that the CIU faithful didn't chuck their toys out the pram?
Don't you think that it was obvious that she cancelled because she didn't get her own way?
It was to me!!!!
The customer is not ALWAYS right.
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You did nothing wrong.
Send her a text back, saying sorry you feel like that, It was your fault at the end of the day.
Would love to put more and end with a swear word :)
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You did nothing wrong.
Send her a text back, saying sorry you feel like that, It was your fault at the end of the day.
Would love to put more and end with a swear word :)
Nah, I just said ok and thanked her.
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Out of interest how long have you had this customer, and are they regular offenders regarding the gate?
Darran
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Out of interest how long have you had this customer, and are they regular offenders regarding the gate?
Darran
I've done the house about 3 years but they moved in about 6-8 months ago. Done it maybe 5 times for them. Never a problem with the gate before.
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David.
I probably would have said something after she had cancelled.
"Mrs whatever, maybe it`s my fault for not explaining things from the start. as a sign of good wil I`ll charge £7 but please could you let me have a key"
many thanks David.
I think even if you text that now you`d get her back.
I think you handled the situation well and you were very polite and professional.
over the 10 years of dong this I have thrown my teddy out of the pram a few times ;D
sometimes I find it easier to let them have their little victory.
play the hurt bunny an make em feel guilty ;D
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Well maybe you could have said something like "as a valued long term customer I'll only charge you the £8 but in future it would have to be £10"
They would be happy and you'd keep a customer worth around £150 per year + good will
Darran
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+ 1
+2 and a bit
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Personally I will never understand why a window cleaner cant get over a locked gate in a safe an easy manor, but that's your
choice/terms and I think you handled the situation very well.
Climb over gates no thanks done it moved on...if I have to strain myself not interested
easiest occupation ive ever had and like to keep it that way ;D
;D
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Well maybe you could have said something like "as a valued long term customer I'll only charge you the £8 but in future it would have to be £10"
They would be happy and you'd keep a customer worth around £150 per year + good will
Darran
Yeah, I think this would have been the smart thing to do.
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Personally I will never understand why a window cleaner cant get over a locked gate in a safe an easy manor, but that's your
choice/terms and I think you handled the situation very well.
Climb over gates no thanks done it moved on...if I have to strain myself not interested
easiest occupation ive ever had and like to keep it that way ;D
What if there were biscuits on the other side of the gate? What then?
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Don't you think that it was obvious that she cancelled because she didn't get her own way?
It was to me!!!!
The customer is not ALWAYS right.
No, not obvious. Why should she not want it her own way? We provide a service to them, not the other way round. It is not our right to clean these people's windows. If you do/say/charge anything that is not to their liking they have every right to cancel the service you provide. She was polite, if it was me and someone who provided me with a service did something I didn't like; I'm not sure "thanks" would have been in my reply.
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David, I believe that for you to ask the question in the first place, you regret losing this customer and know that if you could have handled it differently and kept her custom. She was on first name terms with you, and in my book that gives you some value in her eyes.
For my twopenneth, I always try to provide a service which pleases my customers, which sometimes means sacrificing my own feelings to a degree, but sometimes it may not be possible.
In the situation you describe, I would have either climbed over the gate if safe to do so, (always with said customer's permission beforehand), or simply done the fronts and charged accordingly. If it were reasonably possible to go back as requested to do the backs, I would have done so. If there were genuine reasons for me not being able to do so, then I would have simply said that I would be in the area again in x number of weeks time and will give them a doubly good clean then.
My feeling is that she would have probably accepted that and you would still have her as a satisfied customer.
Best wishes,
John
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David, I believe that for you to ask the question in the first place, you regret losing this customer and know that if you could have handled it differently and kept her custom. She was on first name terms with you, and in my book that gives you some value in her eyes.
For my twopenneth, I always try to provide a service which pleases my customers, which sometimes means sacrificing my own feelings to a degree, but sometimes it may not be possible.
In the situation you describe, I would have either climbed over the gate if safe to do so, (always with said customer's permission beforehand), or simply done the fronts and charged accordingly. If it were reasonably possible to go back as requested to do the backs, I would have done so. If there were genuine reasons for me not being able to do so, then I would have simply said that I would be in the area again in x number of weeks time and will give them a doubly good clean then.
My feeling is that she would have probably accepted that and you would still have her as a satisfied customer.
Best wishes,
John
He did do the fronts and charge accordingly and he explained that he couldn't get back, so I don't see your point .
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David, I believe that for you to ask the question in the first place, you regret losing this customer and know that if you could have handled it differently and kept her custom. She was on first name terms with you, and in my book that gives you some value in her eyes.
For my twopenneth, I always try to provide a service which pleases my customers, which sometimes means sacrificing my own feelings to a degree, but sometimes it may not be possible.
In the situation you describe, I would have either climbed over the gate if safe to do so, (always with said customer's permission beforehand), or simply done the fronts and charged accordingly. If it were reasonably possible to go back as requested to do the backs, I would have done so. If there were genuine reasons for me not being able to do so, then I would have simply said that I would be in the area again in x number of weeks time and will give them a doubly good clean then.
My feeling is that she would have probably accepted that and you would still have her as a satisfied customer.
Best wishes,
John
He did do the fronts and charge accordingly and he explained that he couldn't get back, so I don't see your point .
Yes I can see why now! Having re-read the original post, and more specifically the text messages, it seems as if she felt she was being overcharged for just having the fronts cleaned (and sides I would guess) compared to the cost including the backs. My pricing structure differs from David's, so this issue would not likely arise. I have had this sort of situation many times and have never knowingly lost a customer because of it.
John
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David, I believe that for you to ask the question in the first place, you regret losing this customer and know that if you could have handled it differently and kept her custom. She was on first name terms with you, and in my book that gives you some value in her eyes.
For my twopenneth, I always try to provide a service which pleases my customers, which sometimes means sacrificing my own feelings to a degree, but sometimes it may not be possible.
In the situation you describe, I would have either climbed over the gate if safe to do so, (always with said customer's permission beforehand), or simply done the fronts and charged accordingly. If it were reasonably possible to go back as requested to do the backs, I would have done so. If there were genuine reasons for me not being able to do so, then I would have simply said that I would be in the area again in x number of weeks time and will give them a doubly good clean then.
My feeling is that she would have probably accepted that and you would still have her as a satisfied customer.
Best wishes,
John
He did do the fronts and charge accordingly and he explained that he couldn't get back, so I don't see your point .
His point is valid and well made , it was an excellent post
People have differing views and levels of customer service
Darran
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Don't you think that it was obvious that she cancelled because she didn't get her own way?
It was to me!!!!
The customer is not ALWAYS right.
No, not obvious. Why should she not want it her own way? We provide a service to them, not the other way round. It is not our right to clean these people's windows. If you do/say/charge anything that is not to their liking they have every right to cancel the service you provide. She was polite, if it was me and someone who provided me with a service did something I didn't like; I'm not sure "thanks" would have been in my reply.
True, but I look down on no-one.
IMHO she was saying it was Dave's fault that her back Windows weren't getting done, not hers.
She needs to be dumped as she will cause problems in the future.
I used to be told what to do in a previous job, now I can work for who I like.
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David, I believe that for you to ask the question in the first place, you regret losing this customer and know that if you could have handled it differently and kept her custom. She was on first name terms with you, and in my book that gives you some value in her eyes.
For my twopenneth, I always try to provide a service which pleases my customers, which sometimes means sacrificing my own feelings to a degree, but sometimes it may not be possible.
In the situation you describe, I would have either climbed over the gate if safe to do so, (always with said customer's permission beforehand), or simply done the fronts and charged accordingly. If it were reasonably possible to go back as requested to do the backs, I would have done so. If there were genuine reasons for me not being able to do so, then I would have simply said that I would be in the area again in x number of weeks time and will give them a doubly good clean then.
My feeling is that she would have probably accepted that and you would still have her as a satisfied customer.
Best wishes,
John
Yes, I would prefer to still have her as a customer and if I had the time over I would go with Smudgers "as a valued long term customer I'll only charge you the £8 but in future it would have to be £10".
Getting over the gate was a no go, its too decrepid. The £10.00 was fair and in proportion to the job as a whole. I actually am out of the area most of this week and out of the country for alot of next. It's a pity it couldn't have been resolved more amicably but I don't like to go back even if I can. I've had it a few times in the past where leaving the gate open becomes less of a priority in the future because the expectation is that I will come back to finish the job at a later date.
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David, I believe that for you to ask the question in the first place, you regret losing this customer and know that if you could have handled it differently and kept her custom. She was on first name terms with you, and in my book that gives you some value in her eyes.
For my twopenneth, I always try to provide a service which pleases my customers, which sometimes means sacrificing my own feelings to a degree, but sometimes it may not be possible.
In the situation you describe, I would have either climbed over the gate if safe to do so, (always with said customer's permission beforehand), or simply done the fronts and charged accordingly. If it were reasonably possible to go back as requested to do the backs, I would have done so. If there were genuine reasons for me not being able to do so, then I would have simply said that I would be in the area again in x number of weeks time and will give them a doubly good clean then.
My feeling is that she would have probably accepted that and you would still have her as a satisfied customer.
Best wishes,
John
Yes, I would prefer to still have her as a customer and if I had the time over I would go with Smudgers "as a valued long term customer I'll only charge you the £8 but in future it would have to be £10".
Getting over the gate was a no go, its too decrepid. The £10.00 was fair and in proportion to the job as a whole. I actually am out of the area most of this week and out of the country for alot of next. It's a pity it couldn't have been resolved more amicably but I don't like to go back even if I can. I've had it a few times in the past where leaving the gate open becomes less of a priority in the future because the expectation is that I will come back to finish the job at a later date.
David, I believe that for you to ask the question in the first place, you regret losing this customer and know that if you could have handled it differently and kept her custom. She was on first name terms with you, and in my book that gives you some value in her eyes.
For my twopenneth, I always try to provide a service which pleases my customers, which sometimes means sacrificing my own feelings to a degree, but sometimes it may not be possible.
In the situation you describe, I would have either climbed over the gate if safe to do so, (always with said customer's permission beforehand), or simply done the fronts and charged accordingly. If it were reasonably possible to go back as requested to do the backs, I would have done so. If there were genuine reasons for me not being able to do so, then I would have simply said that I would be in the area again in x number of weeks time and will give them a doubly good clean then.
My feeling is that she would have probably accepted that and you would still have her as a satisfied customer.
Best wishes,
John
Yes, I would prefer to still have her as a customer and if I had the time over I would go with Smudgers "as a valued long term customer I'll only charge you the £8 but in future it would have to be £10".
Getting over the gate was a no go, its too decrepid. The £10.00 was fair and in proportion to the job as a whole. I actually am out of the area most of this week and out of the country for alot of next. It's a pity it couldn't have been resolved more amicably but I don't like to go back even if I can. I've had it a few times in the past where leaving the gate open becomes less of a priority in the future because the expectation is that I will come back to finish the job at a later date.
That's fair enough David. I have to say that her tone appeared to be reasonable enough to me. By that, I mean there may be a chance that she has another think about the situation, and will give you a call in a month or two. If she does, then who knows, if you take her back on she may never forget to unlock the gate again!
Best wishes,
John
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I think from now on, when I take on a new custy and I'm going through my 'routine' how I work etc etc, clean every 8 weeks blah blah I will throw in these extra bits. If they are on holiday I clean the front only (charge x) pick up the backs 8 weeks later and if they forget then I clean the front only (charge x). I think i'm going to 'set my stall out' more thoroughly at the first clean stage. I'll use a small check list (for me only) to cover the points (nicely, politely and friendly). That way there should be no comeback (he said!).
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Same here ;)
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You handled it perfectly. Let her go. You will build a round with customers who respect you and you them.
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I think from now on, when I take on a new custy and I'm going through my 'routine' how I work etc etc, clean every 8 weeks blah blah I will throw in these extra bits. If they are on holiday I clean the front only (charge x) pick up the backs 8 weeks later and if they forget then I clean the front only (charge x). I think i'm going to 'set my stall out' more thoroughly at the first clean stage. I'll use a small check list (for me only) to cover the points (nicely, politely and friendly). That way there should be no comeback (he said!).
Why ? 99% of customers never give the cleaning of their windows a second thought, you clean they pay and it
goes on and on, to be honest most couldn't even tell when they where last cleaned or if the quality was up to scratch.
Its only window cleaners that make window cleaning complicated.
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Yep agree with that Sean.
Mr gold - seriously ?? The woman apologised in the text and asked nicely if he could return - I really fail to see where, why, when she was condescending or rude ?
Darran
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She cancelled because she messed up and blamed Dave
Myself, I don't like being blamed for doing a great job.
Some people!!!!!
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Yep agree with that Sean.
Mr gold - seriously ?? The woman apologised in the text and asked nicely if he could return - I really fail to see where, why, when she was condescending or rude ?
Darran
I swear I've never seen a group of people who are so sensitive about this sort of thing.
The woman was perfectly polite. The service didn't work the way she liked so she politely asked to stop. Fair enough she coulda/shoulda opened the gate; but she forgot. I've seen customers who have been condescending and rude (as I'm sure most of you have), this, I'm afraid, isn't one of them.
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My wife does say that I'm sensitive?
I think I'm just in touch with my feminine side, oooooh :o
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Yep agree with that Sean.
Mr gold - seriously ?? The woman apologised in the text and asked nicely if he could return - I really fail to see where, why, when she was condescending or rude ?
Darran
I swear I've never seen a group of people who are so sensitive about this sort of thing.
The woman was perfectly polite. The service didn't work the way she liked so she politely asked to stop. Fair enough she coulda/shoulda opened the gate; but she forgot. I've seen customers who have been condescending and rude (as I'm sure most of you have), this, I'm afraid, isn't one of them.
I agree with you Darran. I can be a bit sensitive (flouncy even) at times, but I can't see how she was anything other than reasonable. Question for 'sensitive types': If you were the customer in this case, how would you have responded?
John
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I would have admitted that it was my fault as I forgot to leave the gate open, not expected Dave to come back and clean and not spat my dummy out and cancelled his services like a spoilt child.
Believe it or not I think that would have been more reasonable than what she actually did.
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Yeah maybe condescending is the wrong word.
Spoilt or selfish is better!!!
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Yeah maybe condescending is the wrong word.
Spoilt or selfish is better!!!
She thinks the price for the work done is too expensive. Whether or not she is right is irrelevant.
If someone does a service for you and you decide you've been over charged, would you just carry on with the service, politely cancel or tell them to stuff their service up their arse?
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Yep agree with that Sean.
Mr gold - seriously ?? The woman apologised in the text and asked nicely if he could return - I really fail to see where, why, when she was condescending or rude ?
Darran
I swear I've never seen a group of people who are so sensitive about this sort of thing.
The woman was perfectly polite. The service didn't work the way she liked so she politely asked to stop. Fair enough she coulda/shoulda opened the gate; but she forgot. I've seen customers who have been condescending and rude (as I'm sure most of you have), this, I'm afraid, isn't one of them.
I agree with you Darran. I can be a bit sensitive (flouncy even) at times, but I can't see how she was anything other than reasonable. Question for 'sensitive types': If you were the customer in this case, how would you have responded?
John
She was lovely........ until he said he wasn't able to return.
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Yeah maybe condescending is the wrong word.
Spoilt or selfish is better!!!
She thinks the price for the work done is too expensive.
She only mentioned it after he said he couldn't return.
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We could argue forever on why this woman cancelled her future cleans but the fact is she wasn't happy with the service.
My god there are some real babies on here... Well I'm not going to back down because she started it. :'(
If I didn't want to get over a gate then I wouldn't take her back on, not because she hurt my feelings but because she will more than likely forget to unlock the gate again.
She needs a shiner who will clean her back windows if the gate is locked and the shiner who doesn't want to climb over a locked gate doesn't need her.
There we go two happy shiners and not a wet hanky in sight, happy days.
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Yeah maybe condescending is the wrong word.
Spoilt or selfish is better!!!
She thinks the price for the work done is too expensive.
She only mentioned it after he said he couldn't return.
Probably because that would have meant full price, which she had already agreed to, not the side and front price which she had no prior knowledge of.
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I would have said, ok i will take the £8 this time not to worry but if you can please sort me out a key as in future that would be great as your house is a bit out of my way and i really need access to the back. Kind regards
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Yeah maybe condescending is the wrong word.
Spoilt or selfish is better!!!
She thinks the price for the work done is too expensive.
She only mentioned it after he said he couldn't return.
Probably because that would have meant full price, which she had already agreed to, not the side and front price which she had no prior knowledge of.
Maybe. I've had one like this once before and when I said I couldn't get back, she "did her nut", saying she's a very busy woman with children and couldn't be expected to remember. These days when I have access issues like this I state that I will go over the gate with the Little Giant step ladder if they forget. If any refuse (none ever have) I wouldn't take the house on because in my opinion it won't be a good working relationship long term.
In this case I actually think SeanK is nearer having the right approach and although the woman's texts weren't rude, her attitude was in my opinion unreasonable. Mind you, the explanation as to the cost breakdown sounded like bs. Much better to say "minimum charge applied" on the bill.
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I think from now on, when I take on a new custy and I'm going through my 'routine' how I work etc etc, clean every 8 weeks blah blah I will throw in these extra bits. If they are on holiday I clean the front only (charge x) pick up the backs 8 weeks later and if they forget then I clean the front only (charge x). I think i'm going to 'set my stall out' more thoroughly at the first clean stage. I'll use a small check list (for me only) to cover the points (nicely, politely and friendly). That way there should be no comeback (he said!).
Why ? 99% of customers never give the cleaning of their windows a second thought, you clean they pay and it
goes on and on, to be honest most couldn't even tell when they where last cleaned or if the quality was up to scratch.
Its only window cleaners that make window cleaning complicated.
If you think this than why don't you clean in the rain and strong winds ??? ;D
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I think from now on, when I take on a new custy and I'm going through my 'routine' how I work etc etc, clean every 8 weeks blah blah I will throw in these extra bits. If they are on holiday I clean the front only (charge x) pick up the backs 8 weeks later and if they forget then I clean the front only (charge x). I think i'm going to 'set my stall out' more thoroughly at the first clean stage. I'll use a small check list (for me only) to cover the points (nicely, politely and friendly). That way there should be no comeback (he said!).
Why ? 99% of customers never give the cleaning of their windows a second thought, you clean they pay and it
goes on and on, to be honest most couldn't even tell when they where last cleaned or if the quality was up to scratch.
Its only window cleaners that make window cleaning complicated.
If you think this than why don't you clean in the rain and strong winds ??? ;D
For the same reason I clean every property on my round to the best of my ability, I feel better when I do a job well, if I feel
that the weather will prevent me from achieving this then I wont clean on that day.
It has nothing to do with me thinking that every customer picks up the cleaned slip and then checks every window to make sure
they are done to perfection.
There are too many successful cowboys in my area to make me think that. ;D
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I think from now on, when I take on a new custy and I'm going through my 'routine' how I work etc etc, clean every 8 weeks blah blah I will throw in these extra bits. If they are on holiday I clean the front only (charge x) pick up the backs 8 weeks later and if they forget then I clean the front only (charge x). I think i'm going to 'set my stall out' more thoroughly at the first clean stage. I'll use a small check list (for me only) to cover the points (nicely, politely and friendly). That way there should be no comeback (he said!).
Why ? 99% of customers never give the cleaning of their windows a second thought, you clean they pay and it
goes on and on, to be honest most couldn't even tell when they where last cleaned or if the quality was up to scratch.
Its only window cleaners that make window cleaning complicated.
Why? To make my life easier not theirs.
I think you're right that a lot of custies don't give cleaning a second thought, but they still PAY ME to do it and I do it properly every time.
You're also correct that the custy probably couldn't even tell if the quality was up to scratch but I CAN.
And yes we do make window cleaning complicated. But that's because I care about it and want to get the very best out of it.
Anything I can do to make it easier, I will do. The items you have commented on above will hopefully make cleaning easier for me, with less confusion for the customer.