Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Suffolkcleaners on March 01, 2016, 06:38:58 pm
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Hi Guys,
Have got a residential home i do and some of the old dears are struggling to get there heads round the wfp methods as i did for a few years do traditionally. Over the last few years since changing to wfp there has been more of the tenants choosing not to have them cleaned.. Anyway it was suggested by a senior management member that i sort a letter out explaining what and how the wfp works. The staff are fully aware the wfp methods of cleaning work very well but it's just unsettling some of the elderly people.
Does anyone have a template of a letter or an old letter i can use please as i'm sure some of you guys had a letter sorted when you changed over methods. Then i can get this to the mangement so they can get a letter out to all the elderly people at the home.
Thank you in advance :-)
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We are in the process of switching to a new method of cleaning your upstairs windows. This method will soon be the industry standard for window cleaning at height. As a Business wanting to be at the forefront of our industry, we have decided to invest in this technology which involves the use of telescopic poles and 100% pure water, which we filter through state of the art reverse-osmosis filters and de-ionisation vessels.We are embracing this technology for a number of reasons(1) Health and safety. Legislation being brought into effect will limit the use of ladders as temporary workstations. The law as we understand it, now states that ladders should only be used when all viable alternatives have been considered. As a company, we have decided that water-fed pole systems are a safer viable alternative and are worth the investment. If the job can be completed to the same high standard without standing on a ladder, then we have an obligation to embrace this method. (2) Better cleaning results. Firstly, it cleans the windows and the frames. Second, the major advantage of pure water is its capacity to absorb large amounts of dirt from your windows. This process involves brushing and rinsing your windows clean with pure water and allowing them to dry naturally to a streak free shine. This occurs due to the pure nature of the water used.(3) Environmentally friendly. Pure water only is used, eliminating the need for any detergents and chemicals except where greasy dirt is a problem.(4) Reduced disturbance & Increased privacy. No more dents in your lawn and unexpected appearances of faces at windows. (5) We may now be able to reach previously inaccessible aspects of your property. Conservatory roofs, windows above conservatory’s etc. that we had previously been unable to clean.(6) Water-fed pole cleaning works in the rain! Although we will not work in severe weather, showery misty weather will no longer hinder our work. This will help us to ensure a more regular and professional service to all of our customers.Please note that it can take up to two or three visits for the process to `leach` all deposits from around the frames, resulting in an improved finish each time. Therefore, please be patient if the initial visit is not perfect.Best Regards to all etc. etc.________________________Hope this helps
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Mark m - I really don't see where people get this, " won't be right for three cleans " that's garbage, you expect people to pay but not get them clean ??? WFP will get them clean right the first time if care and time is taken, all you are doing is sewing seeds of doubt ( mainly your own ) into the customers mindset about the new method.
Promote the positives, better clean, frames included, H&S etc.....
Darran
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You can try to explain it to people but they just don't get it, ok for management ye put something together for them, but I find it much easier to just get a tds metre take a tap reading then explain to them about the levels and how it has to get down to 0 and then take a reading from the hose ( hopefully it 0 ) out the van and this way they kind of grasp what's going on.
Then you hit them with the extra costs of purifying it ;D
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Just say, they are stopping use of ladders
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You can try to explain it to people but they just don't get it, ok for management ye put something together for them, but I find it much easier to just get a tds metre take a tap reading then explain to them about the levels and how it has to get down to 0 and then take a reading from the hose ( hopefully it 0 ) out the van and this way they kind of grasp what's going on.
Then you hit them with the extra costs of purifying it ;D
;D ;D
I wouldn't even bother, at that age they still think the trains run on stream, we use pounds shillings and pence, and British leyland make cars...
Keep plodding along the current crop will soon die off, and the new ones will know no different
Darran
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Definaltey ;D ;D
But, even with directors from jobs we do, they come out for a chat and ask questions and they don't understand the answers,
I just give them the tds metre and tell them to take a sample of tap water, it's best wen it's in the hundreds really coz it looks good, I have been Woking round dazmonds ways and the tap tds is only 030 so I dont use that trick in Manchester ;D
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Im with you on this matty. I use same tactics as it hits the message home in a single shot. But also agree with smudger, we have to sell our service and to do that we have to be 100% confident in our service n product we use. That comes across more than what we say, but sell benefits not plant negatives
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Hi Guys,
Have got a residential home i do and some of the old dears are struggling to get there heads round the wfp methods as i did for a few years do traditionally. Over the last few years since changing to wfp there has been more of the tenants choosing not to have them cleaned.. Anyway it was suggested by a senior management member that i sort a letter out explaining what and how the wfp works. The staff are fully aware the wfp methods of cleaning work very well but it's just unsettling some of the elderly people.
Does anyone have a template of a letter or an old letter i can use please as i'm sure some of you guys had a letter sorted when you changed over methods. Then i can get this to the mangement so they can get a letter out to all the elderly people at the home.
Thank you in advance :-)
really?the mind boggles! ::)roll
if its a residential home do you not have a contract to clean all the windows on the property?
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Mark m - I really don't see where people get this, " won't be right for three cleans " that's garbage, you expect people to pay but not get them clean ???
Obviously i can't speak for Mark, but i think you'll find he has copied and pasted an old leaflet. I still have one in doc format somewhere, its the same wording.
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Hi Guys,
Have got a residential home i do and some of the old dears are struggling to get there heads round the wfp methods as i did for a few years do traditionally. Over the last few years since changing to wfp there has been more of the tenants choosing not to have them cleaned.. Anyway it was suggested by a senior management member that i sort a letter out explaining what and how the wfp works. The staff are fully aware the wfp methods of cleaning work very well but it's just unsettling some of the elderly people.
Does anyone have a template of a letter or an old letter i can use please as i'm sure some of you guys had a letter sorted when you changed over methods. Then i can get this to the mangement so they can get a letter out to all the elderly people at the home.
Thank you in advance :-)
really?the mind boggles! ::)roll
if its a residential home do you not have a contract to clean all the windows on the property?
I do a small block of flats and there's one old woman there hates the WFP. Everytime she see's me says...."oh, you again? I've no idea what that stuff is you put on the windows and you never dry them off" and then stomps off. I'd be gone in a heartbeat if it was up to her ;D
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Just tell them it's the safer and preferred method of cleaning windows; old fuddy duddies hate changes.
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Mark m - I really don't see where people get this, " won't be right for three cleans " that's garbage, you expect people to pay but not get them clean ???
Obviously i can't speak for Mark, but i think you'll find he has copied and pasted an old leaflet. I still have one in doc format somewhere, its the same wording.
That is correct it was just a copied letter I was just trying to help as nobody else did at the time
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Does anyone have a template of a letter or an old letter i can use please.
Thank you in advance :-)
Dear Customer
We are changing the way we clean your windows. The new method will stop me from looking into your bedrooms because I am a tart and have bean cautioned by the police!!!
We use pure water but it is not as good as the old method and don't expect to have good results, expect spots on the windows
I will be cleaning a lot faster and getting the same amount of money so that's good for me!!
have a nice day
Adders Rinse and Clean
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Thanks Guys... Yes i do clean the communal windows which i invoice to head office but the actual tenants windows i just do each time and it can depend from clean to clean how many choose to have them done. I only charge £3.50 for there flats byt when your doing 20 odd plus the communal windows it's not a bad days wage.
It's just to let them know as a comment was made from a couple of the old dears that i just went along and sprayed the window and then left Lol..
You are right though(as horrible as it sounds) in time it will be the norm. It's mainly the elderly that i've had a problem with..
The other day i picked up a new bungalow and went along and cleaned them(frames were manky)but i did a great job as i could see the front ones were almost dry by the time i had finished. The previous window cleaner obviously didn't clean the frames.
Anyway after i finished(first clean) she went mental at me saying 'I don't like the way you are cleaning the windows' so i said ''Just let the water dry and i guarantee you will be happy with the results'' she was having none of it and was very rude and just said ''Don't come back again''
So after charging her £12.50 for a detached bungalow and all frames were cleaned(she still paid) off i went looking out the van as i drove away at how good the front windows looked.... CRAZY.. Some people will never accept the wfp methods and it's almost like they really want you to earn your money.. Get up a ladder and hand clean every window..
What can you do? I would never change my methods of cleaning for one customer like that... Funny thing is when i first moved over to wfp i did use to do just a few trad,but not now as a lot more confident and i don't believe you should change your methods... I know the wfp works very well as i rarely get a complaint but you can't please everyone....
What do you guys do when you pick up a new job with an elderly person? Do you inform them your methods of cleaning? Or do you just turn up the first time and clean them without saying anything? As it's getting to the stage with the elderly ones that i feel i need to let them know my methods so i don't get a nasty shock like that lady in that bungalow(i on this occasion didn't notify her to my methods of cleaning)
Can't please everyone!
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What do you guys do when you pick up a new job with an elderly person? Do you inform them your methods of cleaning? Or do you just turn up the first time and clean them without saying anything?
Just turn up and clean and say nowt. I realised i was going to be wasting my breath when they said (and i've had a few say this)...there's a tap round the side for your brush if you need it . ;D
Could count on one hand the negative reactions i've had. My sig being one of them.
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no one usually even questions wfp anymore mate.if they do, a simple verbal explanation suffices.
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Mark m - I really don't see where people get this, " won't be right for three cleans " that's garbage, you expect people to pay but not get them clean ??? WFP will get them clean right the first time if care and time is taken, all you are doing is sewing seeds of doubt ( mainly your own ) into the customers mindset about the new method.
Promote the positives, better clean, frames included, H&S etc.....
Darran
I think the 3 clean warning is absolutely the right thing. I do a thorough clean the first time and I'm guilty of using too much water I think, I'm thinking of not putting so much work in on first cleans because if you do you run the risk of being used for a "one off" if you do too good a job? It may help that by explaining to the customer in writing that patience is required and to begin with it may take 2 or 3 cleans to achieve the required results, this encourages loyalty from the customer and limits the possibility of customer coming out and ranting about spots and runs as they are pre-prepared I have such a letter.
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Thanks Guys... Yes i do clean the communal windows which i invoice to head office but the actual tenants windows i just do each time and it can depend from clean to clean how many choose to have them done. I only charge £3.50 for there flats byt when your doing 20 odd plus the communal windows it's not a bad days wage.
It's just to let them know as a comment was made from a couple of the old dears that i just went along and sprayed the window and then left Lol..
You are right though(as horrible as it sounds) in time it will be the norm. It's mainly the elderly that i've had a problem with..
The other day i picked up a new bungalow and went along and cleaned them(frames were manky)but i did a great job as i could see the front ones were almost dry by the time i had finished. The previous window cleaner obviously didn't clean the frames.
Anyway after i finished(first clean) she went mental at me saying 'I don't like the way you are cleaning the windows' so i said ''Just let the water dry and i guarantee you will be happy with the results'' she was having none of it and was very rude and just said ''Don't come back again''
So after charging her £12.50 for a detached bungalow and all frames were cleaned(she still paid) off i went looking out the van as i drove away at how good the front windows looked.... CRAZY.. Some people will never accept the wfp methods and it's almost like they really want you to earn your money.. Get up a ladder and hand clean every window..
What can you do? I would never change my methods of cleaning for one customer like that... Funny thing is when i first moved over to wfp i did use to do just a few trad,but not now as a lot more confident and i don't believe you should change your methods... I know the wfp works very well as i rarely get a complaint but you can't please everyone....
What do you guys do when you pick up a new job with an elderly person? Do you inform them your methods of cleaning? Or do you just turn up the first time and clean them without saying anything? As it's getting to the stage with the elderly ones that i feel i need to let them know my methods so i don't get a nasty shock like that lady in that bungalow(i on this occasion didn't notify her to my methods of cleaning)
Can't please everyone!
Nowadays, yes.
11 years ago when we went wfp we had to explain the process each time. We were in the unfortunate position of buying a trad round and converting it to wfp on the first clean. They were mainly domer houses.
We made promises that they didn't have to pay us until they were happy with the results. The trad cleaners only cleaned glass and the frames were disgusting. We scrubbed and rinsed and went onto the next house, did the same, and then went back to the first house to re-clean them. When we finished there wasn't a streak in sight and those windows were sparkling.
The next day we continued down the road and most of the residents from the previous days clean came out to us to pay us and ask us to continue using this new system, even the old ones. News spread around the estate and we didn't have a problem using wfp from the second day on. We still do the majority of the same customers we started with.
Now my work schedule is full I couldn't be bothered too much if they prefer trad. I don't offer that service. We used to use ladders, I fell so that option doesn't exist now.
We had one young middle aged couple who approached us to clean their windows. We cleaned them for 4 years and they were always very happy with the results when we collected payment on a Friday evening. One day she happened to be in when we cleaned and wasn't happy we left them wet. Fired for a trad cleaner.
Just move on and don't take it personally.
Trad cleaners in our part of the world are few and far between, so they won't find a good one easily.
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Every new job I book I visit to give a quotation. My pitch includes a full description of exactly how the system works and I speak slowly and pause to give them time to understand what I'm telling them. Even if they've had a WFP cleaner before, I still go through the whole presentation as the previous one may not have been as meticulous as we are. With that and a written quote there's nothing for them to complain about. I also mention that the first clean might not be absolutely perfect, and I explain why and assure them that if they're not satisfied we'll come back and do it again.
We very rarely get called back so I reckon it's time well spent.
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Every new job I book I visit to give a quotation. My pitch includes a full description of exactly how the system works and I speak slowly and pause to give them time to understand what I'm telling them. Even if they've had a WFP cleaner before, I still go through the whole presentation as the previous one may not have been as meticulous as we are. With that and a written quote there's nothing for them to complain about. I also mention that the first clean might not be absolutely perfect, and I explain why and assure them that if they're not satisfied we'll come back and do it again.
We very rarely get called back so I reckon it's time well spent.
Yes but they switch off when they here tds, di, blah blah blah especially the older fraternity at least with a letter they can sit in their own time and read it rather than here through a stressful "quote" process it's just gobbledegook to them>
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Every new job I book I visit to give a quotation. My pitch includes a full description of exactly how the system works and I speak slowly and pause to give them time to understand what I'm telling them. Even if they've had a WFP cleaner before, I still go through the whole presentation as the previous one may not have been as meticulous as we are. With that and a written quote there's nothing for them to complain about. I also mention that the first clean might not be absolutely perfect, and I explain why and assure them that if they're not satisfied we'll come back and do it again.
We very rarely get called back so I reckon it's time well spent.
Ian,
I think this is a good approach by you. You are growing your business so need to make sure the t's are crossed and the i dotted. Its the attention to detail that gives your franchisees confidence in the product they have bought and the service they supply.
You also need to ensure you have a very high customer retention rate.
So my comment probably wasn't the best advice to give a window cleaner trying to make all his customers love his service.
In our part of the world we don't get good prices for window cleaning. Price high and they soon cancel your service when they find someone cheaper. These days I'm drained enough without having to negotiate the methods we use.
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I always take my time with new custies. Same as Ian, I talk slowly...ish and explain I leave the windows wet.
The conversation goes something like...
I use one of those pole things to clean your windows, have you seen one before? (I never get technical).
No.
They are really good and the best bit is I don't have to use ladders so they are much safer.
Oh
It's basically a pole with a brush on the end and the brush is able to get into all the little nooks and crannies much better than my fingers ever did and gives the frames and sills a real good clean.
OK
Now this is going to sound really weird, but when I've finished I leave you windows soaking wet. (I over emphasise it as though even i'm surprised ).
Really?
Yes, but when they dry, they dry crystal clean. It's really clever stuff.
Also by the time i've finished, some of your windows will be starting to dry so I'll show you how well it works.
Never had much of a problem from then on. I think part of the trick is to spend 2 mins just talking to them and get them to like you.
Another trick I always do (especially on first cleans) is when i've finished, go round the ground floor and wipe the underside of the small openers (so they don't drip on the window below). Also wipe underside of the windows just above the window sills and the sills themselves. Get them fairly dry. This gives the 'apprearance' that they are not 'dripping' wet and the new custy will always look at the sills (which are now perfectly clean and dry).
Also there is usually one window that is starting to dry (even if it's a small area). Show the custy that although the window hasn't completely dried, this area that IS DRY is now completely clean with no marks. The rest should dry like that.
Sounds very long winded, but in practice adds another 2 mins to the clean with a very happy custy.
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Mark m - I really don't see where people get this, " won't be right for three cleans " that's garbage, you expect people to pay but not get them clean ??? WFP will get them clean right the first time if care and time is taken, all you are doing is sewing seeds of doubt ( mainly your own ) into the customers mindset about the new method.
Promote the positives, better clean, frames included, H&S etc.....
Darran
I think the 3 clean warning is absolutely the right thing. I do a thorough clean the first time and I'm guilty of using too much water I think, I'm thinking of not putting so much work in on first cleans because if you do you run the risk of being used for a "one off" if you do too good a job? It may help that by explaining to the customer in writing that patience is required and to begin with it may take 2 or 3 cleans to achieve the required results, this encourages loyalty from the customer and limits the possibility of customer coming out and ranting about spots and runs as they are pre-prepared I have such a letter.
Next time you take your van in for a service and they only change half the oil because they want you to come back would you be happy with that ??
First cleans and 1 off's need to be charged accordingly that's approx x2 the Reg. Cleaning price.
( still that post has cheered me up no end ;D )
New customers are walked through WFP by letting them know frames and sills are cleaned and that the windows are left wet, please check them when dry.
Very rare to get any objections, in fact recently converted a couple of skeptics who had WFP before and didn't like it, offered a full refund if we couldn't get the Windows to a standard they would be happy with, all were extremely pleased, and are now Reg. Customers.
Darran
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Mark m - I really don't see where people get this, " won't be right for three cleans " that's garbage, you expect people to pay but not get them clean ??? WFP will get them clean right the first time if care and time is taken, all you are doing is sewing seeds of doubt ( mainly your own ) into the customers mindset about the new method.
Promote the positives, better clean, frames included, H&S etc.....
Darran
I think the 3 clean warning is absolutely the right thing. I do a thorough clean the first time and I'm guilty of using too much water I think, I'm thinking of not putting so much work in on first cleans because if you do you run the risk of being used for a "one off" if you do too good a job? It may help that by explaining to the customer in writing that patience is required and to begin with it may take 2 or 3 cleans to achieve the required results, this encourages loyalty from the customer and limits the possibility of customer coming out and ranting about spots and runs as they are pre-prepared I have such a letter.
Next time you take your van in for a service and they only change half the oil because they want you to come back would you be happy with that ??
First cleans and 1 off's need to be charged accordingly that's approx x2 the Reg. Cleaning price.
( still that post has cheered me up no end ;D )
New customers are walked through WFP by letting them know frames and sills are cleaned and that the windows are left wet, please check them when dry.
Very rare to get any objections, in fact recently converted a couple of skeptics who had WFP before and didn't like it, offered a full refund if we couldn't get the Windows to a standard they would be happy with, all were extremely pleased, and are now Reg. Customers.
Darran
If you don't mind me saying replacing the oil in an engine with half is a poor comparison as you'd damage the engine, no matter how long you spend on a first clean I would find it highly unlikely that many if ANY jobs are blemish free? It SHOULD be expressed as an on going process to avoid confrontation so completely disagree, explaining this to the customer enhances your chances of retaining the customer through being honest and up front, like I said I'm guilty of spending too much time on first timers I'm doing them like one off cleans this has to stop as it's getting to the point that trying to do too good a job and using a substantial part of the working day up is putting me off doing more than one new one a day, there is also the risk that the customer will drop you after one clean as well.
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Sorry, beg to differ mickey,
Very early on I personally found that first cleans needed extra effort and time, by trying various products when carrying out a first clean I found you can and will get great results from clean one, do you really believe that for example go to a large commercial client where it costs them ££££'s for a clean for that company to turn around and say well it's my first effort you'll have to live with spotty, dirty windows?
The old 3 cleans was something from the dark ages and used by those not really interested in providing a top quality job, offer a satisfaction guarentee where you re-clean if something goes wrong
Ok then, if not oil change then a respray ???
Whatever example you like, it's about confidence and pride in your ability
Darran
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I guarantee that there isn't a person on here who doesn't leave the odd run or spotting on some of the windows
they clean over the day and it doesn't matter how many times the window has been cleaned, the secrete to a happy
customer is to not point this fact out.
If a shiner was to tell me the windows wouldn't be perfect until the forth clean then I would be looking/expecting a discount for the first three and over checking the forth clean just to make sure it was worth the full price.
There are plenty of potential customers out there who just want their windows cleaned, go after them and let the ones who
only want traditional methods find a traditional cleaner.
Talk about making a rod for your own back.
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good post sean. :)
never EVER tell them they might not be perfect on a first clean.just spend extra time scrubbing and rinsing.ive got a front only 4 weekly customer who wants her back windows cleaned today(ive never cleaned them before).i bet they are filthy.no access apart from through the garage.
i certainly wont be telling her itll take 4 cleans to get them right.shes very rarely home and ill probably only clean the backs in future about twice a year! ;D
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I'm with you on this one smudger.
Long term gain is worth the short term pain.
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I guarantee that there isn't a person on here who doesn't leave the odd run or spotting on some of the windows
they clean over the day and it doesn't matter how many times the window has been cleaned, the secrete to a happy
customer is to not point this fact out.
If a shiner was to tell me the windows wouldn't be perfect until the forth clean then I would be looking/expecting a discount for the first three and over checking the forth clean just to make sure it was worth the full price.
There are plenty of potential customers out there who just want their windows cleaned, go after them and let the ones who
only want traditional methods find a traditional cleaner.
Talk about making a rod for your own back.
I'd read that back again it doesn't make sense.
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I guarantee that there isn't a person on here who doesn't leave the odd run or spotting on some of the windows
they clean over the day and it doesn't matter how many times the window has been cleaned, the secrete to a happy
customer is to not point this fact out.
If a shiner was to tell me the windows wouldn't be perfect until the forth clean then I would be looking/expecting a discount for the first three and over checking the forth clean just to make sure it was worth the full price.
There are plenty of potential customers out there who just want their windows cleaned, go after them and let the ones who
only want traditional methods find a traditional cleaner.
Talk about making a rod for your own back.
Great post Sean
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I guarantee that there isn't a person on here who doesn't leave the odd run or spotting on some of the windows
they clean over the day and it doesn't matter how many times the window has been cleaned, the secrete to a happy
customer is to not point this fact out.
If a shiner was to tell me the windows wouldn't be perfect until the forth clean then I would be looking/expecting a discount for the first three and over checking the forth clean just to make sure it was worth the full price.
There are plenty of potential customers out there who just want their windows cleaned, go after them and let the ones who
only want traditional methods find a traditional cleaner.
Talk about making a rod for your own back.
I'd read that back again it doesn't make sense.
Which bit ?
Darran
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I guarantee that there isn't a person on here who doesn't leave the odd run or spotting on some of the windows
they clean over the day and it doesn't matter how many times the window has been cleaned, the secrete to a happy
customer is to not point this fact out.
If a shiner was to tell me the windows wouldn't be perfect until the forth clean then I would be looking/expecting a discount for the first three and over checking the forth clean just to make sure it was worth the full price.
There are plenty of potential customers out there who just want their windows cleaned, go after them and let the ones who
only want traditional methods find a traditional cleaner.
Talk about making a rod for your own back.
I'd read that back again it doesn't make sense.
Which bit ?
Darran
Two bits, "there isn't a single window cleaner who doesn't leave a run or spot" followed by "I would expect my window cleaner to do a perfect job". I guarantee you can't do a perfect job either on first cleans or regular there was a run on my house last week .
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Sorry, just had an eye op but till can't see where in that post Sean said I would expect a perfect clean ?
Please highlight it for me
Darran
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If a shiner was to tell me the windows wouldn't be perfect until the forth clean then I would be looking/expecting a discount for the first three and over checking the forth clean just to make sure it was worth the full price.
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If a shiner was to tell me the windows wouldn't be perfect until the forth clean then I would be looking/expecting a discount for the first three and over checking the forth clean just to make sure it was worth the full price.
I didn't say the windows would be perfect you just cant guarantee that using wfp, but what I will say is in 99 out of a 100
cleans including the first they will be more than good enough to impress a customer as long as you don't have them looking for faults that they wouldn't even notice if you hadn't put the notion into their minds in the first place.
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Just a classic case of someone presuming you meant something different from what you actually wrote ::)roll
Darran