Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Shrek on August 23, 2016, 10:39:08 pm
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Just got a txt from a custy
Hi shrek , hope your well ! I got talking to the window cleaner who was doing next door and he said he works for Taylor wimpey and he does all the houses for just £10 ( I charge her £15) . So as it works out cheaper , I'm going to go with him . But thank you , you have been great :-)
.... Iv only cleaned 3 times , would you respond? Or just delete and forget?
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So shes a fairly new customer to you, she clearly has no loyalty, to some customers saving a few £ is more important than being able to trust and have a reliable window cleaner.
Personally just delete and forget, you dont want customers like that, who are always chasing a cheaper price. These days if i lose a customer due to pricing, i dont even try to fight just let them get on with it best way i think!
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+1
Just move on ....
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Reply with something like, No problem, all the best and thanks for your custom.
Not replying or replying with a nasty comment will make you look desperate for their custom and somebody they're better off without, we should never forget that people are free to spend their money how they please.
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Ignore, move on.
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Ignore dont waste ur time replying but keep number with an easy to remember name in ur phone such as penny pincher so if she calls again in a year u know who it is .
I do it if i get caught by a one off messer had it a few times now when they call and forget they lied to me a year ago comes uo on caller id along linez of messer brickbarns place.
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Like most of us, im sure youve lost customers in the past and go on to gain new ones. Why is this any different?
They txted and let you know, be courteous and txt bk like seanK mentioned.
Be like DrPepper, whats the worse that could happen, by sending an acknowledgement bk (but maybe a sad face mojo instead ;D)
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Reply thank you for your custom. If they call you back in 6 months wanting windows done again say so sorry but I am too busy .
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Reply thank you for your custom. If they call you back in 6 months wanting windows done again say so sorry but I am too busy .
Why would you want to do that?
If they phone up wanting done in 6 months do them. No room in business for pettiness.
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Just got a txt from a custy
Hi shrek , hope your well ! I got talking to the window cleaner who was doing next door and he said he works for Taylor wimpey and he does all the houses for just £10 ( I charge her £15) . So as it works out cheaper , I'm going to go with him . But thank you , you have been great :-)
.... Iv only cleaned 3 times , would you respond? Or just delete and forget?
Just reply with, Thanks for your custom, all the best, then move on and forget.
Lal
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Reply thank you for your custom. If they call you back in 6 months wanting windows done again say so sorry but I am too busy .
Why would you want to do that?
If they phone up wanting done in 6 months do them. No room in business for pettiness.
Why have them back they dumped you for someone cheaper they may do it again so would rather find customers that stay loyal
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Like most of us, im sure youve lost customers in the past and go on to gain new ones. Why is this any different?
They txted and let you know, be courteous and txt bk like seanK mentioned.
Be like DrPepper, whats the worse that could happen, by sending an acknowledgement bk (but maybe a sad face mojo instead ;D)
I have lost customers before but usually they lie and say something like , I'm thinking of getting new Windows in soon so can you take me off your round for now , or I'm getting some renovation work done so can we leave the windows for now, or I'm waiting for the builders to come and finish off the grouting in the bathroom so il let you know when they're done <----😂😂 . And they never do call back. This custy was the first one that actually told me they're going with someone cheaper , £200,000 new build house, 2 brand new mercs on the drive. So I weren't sure wether to be 'professional ' and txt back or just ignore
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"Thanks for letting us know. I've removed you from the round but if and when your new cleaner lets you down do please give us a call. Vin"
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"Thanks for letting us know. I've removed you from the round but if and when your new cleaner lets you down do please give us a call. Vin"
I like it , cheers vin 👍
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Reply thank you for your custom. If they call you back in 6 months wanting windows done again say so sorry but I am too busy .
Why would you want to do that?
If they phone up wanting done in 6 months do them. No room in business for pettiness.
I agree ^^^
"Thanks for letting us know. I've removed you from the round but if and when your new cleaner lets you down do please give us a call. Vin"
Exactly ^^^
When they come back to you they could have learnt a lesson and then end up to be a loyal customer. If it happens again, then politely thank them for their business again. That's all. Whether you take them back a third time depends on you and the price.
No matter how badly a customer treats you, your reputation is at stake if you are rude back. We try to maintain good relations with all our ex customers, no matter what.
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I usually try to be gracious and say stuff like "Thank you for your custom!", though one auld guy then said "If things don't work out with the new cleaner, we'll have you back."
And I said, "No you won't!" and stropped off. :-[
But to be fair, even his neighbours didn't like him or his wife.
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Like most of us, im sure youve lost customers in the past and go on to gain new ones. Why is this any different?
They txted and let you know, be courteous and txt bk like seanK mentioned.
Be like DrPepper, whats the worse that could happen, by sending an acknowledgement bk (but maybe a sad face mojo instead ;D)
I have lost customers before but usually they lie and say something like , I'm thinking of getting new Windows in soon so can you take me off your round for now , or I'm getting some renovation work done so can we leave the windows for now, or I'm waiting for the builders to come and finish off the grouting in the bathroom so il let you know when they're done <----😂😂 . And they never do call back. This custy was the first one that actually told me they're going with someone cheaper , £200,000 new build house, 2 brand new mercs on the drive. So I weren't sure wether to be 'professional ' and txt back or just ignore
I've only ever had one customer cancel because she was skint. The rest will make up excuses.
We lost an old customer cancel (young couple) who we have done for 10 years due to new windows being fitted in the future. Turns out that it was right. They have remodeled the back and will start on the front when funds allow.
So we learnt that you always have to treat every customer's excuse as the truth and being genuine. Time will tell if they told you the truth. You can't prejudge anyone.
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Time will tell if told you the truth. You can't prejudge anyone.
Sometimes you can. Imagine you're single and you're looking for a relationship, and then you meet what appears to be a lovely woman, but later find out that she has like 15 pet cats.
Run, very quickly.
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Reply with something like, No problem, all the best and thanks for your custom.
Not replying or replying with a nasty comment will make you look desperate for their custom and somebody they're better off without, we should never forget that people are free to spend their money how they please.
Good attitude to have. ^^^
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Time will tell if told you the truth. You can't prejudge anyone.
Sometimes you can. Imagine you're single and you're looking for a relationship, and then you meet what appears to be a lovely woman, but later find out that she has like 15 pet cats.
Run, very quickly.
;D. You have always got to check for water in the pool before you dive in, especially at night.
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Simply put, hoe many of us have changed our gas/electric supplier? Telecommunications or supermarkets and have gone back to orig and then later changed again. Where would we be if these companies which are big enough not to care, if they get strop on and dont take you back???
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Thanks all 👍
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Don't ignore it ffs. How would she know you have received the message? Eventually when you don't turn up I know.
Be professional. Thank her for the business. Offer her your services for the future if it doesn't work out.
Optional CIU input
Add in the "it will be double if you come back BS"
Or
"I have a waiting list"
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"Thanks for letting us know. I've removed you from the round but if and when your new cleaner lets you down do please give us a call. Vin"
Perfect
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Don't ignore it ffs. How would she know you have received the message? Eventually when you don't turn up I know.
Be professional. Thank her for the business. Offer her your services for the future if it doesn't work out.
Optional CIU input
Add in the "it will be double if you come back BS"
Or
"I have a waiting list"
I replied with vins txt , I didn't want to be rude as you never know if they might want to come back in the future 👍
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Don't ignore it ffs. How would she know you have received the message? Eventually when you don't turn up I know.
Be professional. Thank her for the business. Offer her your services for the future if it doesn't work out.
Optional CIU input
Add in the "it will be double if you come back BS"
Or
"I have a waiting list"
I replied with vins txt , I didn't want to be rude as you never know if they might want to come back in the future 👍
Spot on.
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I agree with vin ,i once had a customer for three months another windy knocked charged two pounds less got job did two cleans then disappeared i took her back and every windy that knocked after that she told them where to go .in this business you cant afford to be ignorant because your customers have friends and if you start being funny with them people talk then its like a domino effect you could start loosing customers left right and center
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Iv actually gained 3 custys today , one of them cancelled last year (old lady) . She just rang me saying she cancelled because she was supposed to be moving into a flat but it didn't work out so would I have her back , I said of course but iv had a price increase since you've left , she agreed ! happy days , just shows you never know what's round the corner , thanks all 😎
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How about "thank you for your custom but i did not think you were the penny pincher type" ;D ;D
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Simply put, hoe many of us have changed our gas/electric supplier? Telecommunications or supermarkets and have gone back to orig and then later changed again. Where would we be if these companies which are big enough not to care, if they get strop on and dont take you back???
There's a difference when it comes to a more personal service; what tends to happen is that we create an emotional tie with our customers, so they generally don't want to change us (unless they don't like us for some reason other than price).
I've just changed my gym - it wasn't an easy decision - because we're friendly with the gym owner who is a nice guy and his gym is very cheap. But his opening hours aren't very accommodating, so after some discussion with Wor Lass, we changed.
I feel like I've been unfaithful to him in some way and I hope I don't bump into the guy when I'm shopping in Tescos. :'(
You don't get the same kinds of feelings when you're dealing with distant energy suppliers.
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"I have a waiting list"
I've always loved that one 🤓 Like customers are meant to think they have to sit there, waiting, for months or perhaps years, come rain or shine, depressingly glaring through their dirty windows, that are getting dirtier and dirtier by the day. Meanwhile the local window cleaner innocently potters around gleefully shining those customers windows that havent made the regrettable error of falsely thinking they don't count. A jot.
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Don't ignore it ffs. How would she know you have received the message? Eventually when you don't turn up I know.
Be professional. Thank her for the business. Offer her your services for the future if it doesn't work out.
Optional CIU input
Add in the "it will be double if you come back BS"
Or
"I have a waiting list"
I replied with vins txt , I didn't want to be rude as you never know if they might want to come back in the future 👍
If she does get in touch offer to do it for £8 and then just don't show up. This will prove how unreliable cheap cleaners can be. ;D
Vins reply was perfect.
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Text her back and say
Nobody walks away from our window cleaning and lives to tell the tale, I know where you live and I will send the boys round to rough you up ;D
or some think like that keep it professional ;)
Adders
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I'd steal her panties of the line on the same day the new guy cleans them, she'll be back on the blower in no time...it's always worked for me!
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I'd steal her panties of the line on the same day the new guy cleans them, she'll be back on the blower in no time...it's always worked for me!
;D There's always one.
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Maybe my position is different to most mortgage paid aim for next summer is to lose about 15% of customers as I only want to work 3 weeks out of 5 . But if you let customers dictate soon on slippery slop not today it looks like rain or will change to another cleaner that is cheaper knowing they can come back to you
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1 Always send a nice reply
2 Never have back
3 Always replace with something better
;-)
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1 Always send a nice reply
2 Never have back
3 Always replace with something better
;-)
+1