Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: nathankaye on November 07, 2017, 02:08:09 pm
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Pulled up to clean a house, client opens window;
" you doing mine today"
" I am love"
" can you leave mine today"
" oh whys that"
" its forecasted alot of rain for next couple of days"
"The rain doesnt effect the clean love, its very similar to the water I use bla bla bla"
Customer just not listening and ask for 8wkly in stead so I agree but with a price increase though ;D
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Great story bro 👍
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Damn them hydrophobic customers!
Terrified of a few blinking rain drops.
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I’ve had a couple like that, I’ve never seen them again lol ditched and replaced with better reliable customers :)
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It doesn't work every time but what I usually say is something along the lines of:
"It makes no odds with this kit as it's a wet system anyway, and as you know, it doesn't depend on them being left dry to work. If they're not clean when they've dried I'll come back and do them again at no cost to you. And by the way if you do call me back you'll be the first as no one yet ever has needed to."
It hasn't always worked but certainly has worked many times and to date I can honestly say no-one has yet called me back
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I like to give everyone a chance, if they are normally good then 11 cleans a year rather than 12 won't hurt. If it becomes a habit then dump them.
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I could be wrong but even in these enlightened times I don't think calling men love goes down well.
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Im trying to get a new response in my head, so I can roll it off the tongue automatically next time.
"As you know its rained quite a bit since last time I cleaned them and have you noticed how clean they still appear to be. Thats why I call every 4 weeks to maintain this special cleaning method, regardless if it rains so that your windows continue to stay as clean as they are even if it does rain!"
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I’ve had a couple like that, I’ve never seen them again lol ditched and replaced with better reliable customers :)
This. Every time they try it on.
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Im trying to get a new response in my head, so I can roll it off the tongue automatically next time.
"As you know its rained quite a bit since last time I cleaned them and have you noticed how clean they still appear to be. Thats why I call every 4 weeks to maintain this special cleaning method, regardless if it rains so that your windows continue to stay as clean as they are even if it does rain!"
Jesus, you should have been on Jackanory...
My response if we’re cleaning in the rain is usually along the lines of:
“I wont bore you with the science unless you want me to, but because we use the wfp system, the rain wont effect the quality of clean. Any problems though, please make sure you let us know and we’ll pop back”
They never call us back, and if they still don’t like it then “see you around”.
Over explaining yourself makes it seem like you’re trying to justify something imo, as if you’re not sure of yourself.
Saying that, Frank on the forum suggested a while back to save up your ‘wet weather jobs’ like gutter and fascias, conservatories and stuff, and so I’ve tended to try and do this especially on days its hammering it down, to avoid any said problems.
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every customer whos ever said "can you leave them today as its forecast rain later/tomorrow/next few days"have been dumped there and then.
ive not had one for a while now.(must be a few years)
i turned up at 9am to my first job and it was hammering it down after id cleaned a couple of windows,i just carried on and the customer never even mentioned the weather and just paid me. :) most of my customers are like that nowadays.
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every customer whos ever said "can you leave them today as its forecast rain later/tomorrow/next few days"have been dumped there and then.
ive not had one for a while now.(must be a few years)
i turned up at 9am to my first job and it was hammering it down after id cleaned a couple of windows,i just carried on and the customer never even mentioned the weather and just paid me. :) most of my customers are like that nowadays.
The vast majority of mine are like that and thats why its a pain when you get the odd one who still needs to be educated and its normally the newish customers. Although I do tell them when they sign up that I clean in the rain as it doesnt have an affect on the clean itself. But this goes in one ear n out the other so I grant them one more strike b4 being struck off.
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Im trying to get a new response in my head, so I can roll it off the tongue automatically next time.
"As you know its rained quite a bit since last time I cleaned them and have you noticed how clean they still appear to be. Thats why I call every 4 weeks to maintain this special cleaning method, regardless if it rains so that your windows continue to stay as clean as they are even if it does rain!"
Jesus, you should have been on Jackanory...
My response if we’re cleaning in the rain is usually along the lines of:
“I wont bore you with the science unless you want me to, but because we use the wfp system, the rain wont effect the quality of clean. Any problems though, please make sure you let us know and we’ll pop back”
They never call us back, and if they still don’t like it then “see you around”.
Over explaining yourself makes it seem like you’re trying to justify something imo, as if you’re not sure of yourself.
Saying that, Frank on the forum suggested a while back to save up your ‘wet weather jobs’ like gutter and fascias, conservatories and stuff, and so I’ve tended to try and do this especially on days its hammering it down, to avoid any said problems.
Quč?? Jackanory???
Mate its about one or 2 sentences longer than yours and continues to sell it more effectively
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Im trying to get a new response in my head, so I can roll it off the tongue automatically next time.
"As you know its rained quite a bit since last time I cleaned them and have you noticed how clean they still appear to be. Thats why I call every 4 weeks to maintain this special cleaning method, regardless if it rains so that your windows continue to stay as clean as they are even if it does rain!"
I generally go with ‘Sure, see you in 6 weeks’.
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Xmas is just around the corner so it will be finance related.
Sometimes they also spin you a story which sound very believeable until you have a chance to think about it later.
We have an old girl on the round who originally wanted her windows cleaned every 4 weeks. Then just recently she has been complaining about how her American paid pension isn't going as far as it did with the pound devaluing by 20% against the dollar.
Now we all know that the pound isn't doing very well at the moment, so it sounds a reasonable excuse to go every 8 weeks.
Its was only once I had thought about it later that I realised that if the pound is devaluing against the US dollar, and, as her pension is paid in US dollars, she will be better off. Hands up, she got me with that one. ;D
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if a customer is having building work done,new windows,going on holiday,even a death in the family!FINE!BUT not weather related "not todays" esp if its not bad when i turn up.
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Im trying to get a new response in my head, so I can roll it off the tongue automatically next time.
"As you know its rained quite a bit since last time I cleaned them and have you noticed how clean they still appear to be. Thats why I call every 4 weeks to maintain this special cleaning method, regardless if it rains so that your windows continue to stay as clean as they are even if it does rain!"
Jesus, you should have been on Jackanory...
My response if we’re cleaning in the rain is usually along the lines of:
“I wont bore you with the science unless you want me to, but because we use the wfp system, the rain wont effect the quality of clean. Any problems though, please make sure you let us know and we’ll pop back”
They never call us back, and if they still don’t like it then “see you around”.
Over explaining yourself makes it seem like you’re trying to justify something imo, as if you’re not sure of yourself.
Saying that, Frank on the forum suggested a while back to save up your ‘wet weather jobs’ like gutter and fascias, conservatories and stuff, and so I’ve tended to try and do this especially on days its hammering it down, to avoid any said problems.
Quč?? Jackanory???
Mate its about one or 2 sentences longer than yours and continues to sell it more effectively
Mate, it might “only” be a sentence or two more, but yours is full of over the top word usage.
“...Clean they still appear to be”, “special cleaning method”...I mean, you’re not working in a big top mate, just get to the point.
“Rain doesnt effect the standard of clean, but just so you’re reassured, don’t pay if they dry out funny, let me know and I’ll reclean for free” jobbed
I’m not getting into the whole Nathan bashing thing, so please don’t think I’m having a pop; I’d just tone down the speil sounding wordage and just get to the point and be honest. You’re their window cleaner, not their mortgage advisor, they care about their windows alot less than you do.
And I’ll bet I’m younger than you so don’t pretend you don’t know what Jackanory is!! :D ;D ;D
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He can't half waffle Nathan.
Too much of 'hence', 'therefore' and 'said' item for my liking.
It's like listening to Chris Eubank. I bet he's even got a monocle. Full of scratches.
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Just try n laugh it off. 8 weeks they'll be more dirtier than 4 weeks.
Plus it's England u live it it rains all the time . Know wat I mean !
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I could be wrong but even in these enlightened times I don't think calling men love goes down well.
Thas obviously not from Yorkshire me old love :D
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Just tell them it's the last clean before Xmas and if they fob you off just nodd and think to yourself they're earmarked for a pay increase in the New Year :)
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My sentence to these customers is: Do you value a regular window cleaner you can depend on.9/10 said yes. Well like you I also value a customer I can depend on. So I will not be coming again if you are not a reliable customer. Rude, I can be but it`s a two-way street. The day you put your foot down all this crap stops and working becomes a pleasure.
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My sentence to these customers is: Do you value a regular window cleaner you can depend on.9/10 said yes. Well like you I also value a customer I can depend on. So I will not be coming again if you are not a reliable customer. Rude, I can be but it`s a two-way street. The day you put your foot down all this crap stops and working becomes a pleasure.
The bit in red: I've had similar conversations but I try to word it another way. Maybe "Well, like you I also value a customer I can depend on. So I can only provide the service to reliable customers. Can I count on you to be reliable?" (or similar). If I want them to cancel, I will use the negatives, as you did. But if I want to keep them, I use the positive version. It all means the same thing, but the brain doesn't process negatives so easily. Listen to a good salesperson's pitch and you'll see what I mean.
Similar thing when I'm presenting a choice to a customer (while speaking). If I'm trying to direct them towards making a particular choice, I have that choice as the last option on the list. Try it, see how it feels, and you'll see what I mean.