Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Soupy on June 07, 2018, 01:25:19 pm
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Email from prospective customer:
Hello,
You put a flyer through our door recently.
Can you please quote for monthly cleaning at our house? (I will give you the address when you respond to this mail)
4 important points.
1. For access to the rear of the house you will need a ladder to climb over our side gates
2. You don’t need to ring the doorbell when you arrive (we work odd hours so don’t like being disturbed during day)- you can just start cleaning.
3. Cleaning cannot be done at the weekend
4. We shouldn’t need to remind you of the above 3 important points every month, it should be on your database (we have had a lot of problems with our current cleaner!)
Regards
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I refuse to climb over gates these days. I once had the police turn up after the house opposite reported me for breaking in :-\
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I had a similar experience earlier when someone said on the phone “we’ve had a few window cleaners but never been happy with them so let’s do one and see how we go”. Moron.
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Email from prospective customer:
Hello,
You put a flyer through our door recently.
Can you please quote for monthly cleaning at our house? (I will give you the address when you respond to this mail)
4 important points.
1. For access to the rear of the house you will need a ladder to climb over our side gates
2. You don’t need to ring the doorbell when you arrive (we work odd hours so don’t like being disturbed during day)- you can just start cleaning.
3. Cleaning cannot be done at the weekend
4. We shouldn’t need to remind you of the above 3 important points every month, it should be on your database (we have had a lot of problems with our current cleaner!)
Regards
Ideal customer for me. They would love the next clean date system i have in place.
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Email from prospective customer:
Hello,
You put a flyer through our door recently.
Can you please quote for monthly cleaning at our house? (I will give you the address when you respond to this mail)
4 important points.
1. For access to the rear of the house you will need a ladder to climb over our side gates
2. You don’t need to ring the doorbell when you arrive (we work odd hours so don’t like being disturbed during day)- you can just start cleaning.
3. Cleaning cannot be done at the weekend
4. We shouldn’t need to remind you of the above 3 important points every month, it should be on your database (we have had a lot of problems with our current cleaner!)
Regards
Ideal customer for me. They would love the next clean date system i have in place.
Yeah but you’ve still gotta climb over the ruddy gate!
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Nice of them to point those things out.
Point 1= strike 1
Point 2= strike 2
Point 3= strike 3
And there out ;D
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Point 4.
You won't need to remind me of your very important points because I won't be your window cleaner. Point taken. ;D
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My reply:
Hi,
I can almost certainly help you.
In response to your points:
1. This should not be a problem depending on the risk assessment that will be carried out when we quote your property. Access will be gained to your property using the safest practicable method as per HSE regulations.
2. If you set up a direct debit for payment we would never have to disturb you. Ever.
3. We very rarely (if ever) work at the weekend.
4. These points would certainly be noted. We always aim to offer the best (albeit not cheapest) service.
If you let me know your address and contact details I will get a quote / risk assessment arranged.
Kind Regards,
Soupy
Don't think I'll hear back.
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My reply:
Hi,
I can almost certainly help you.
In response to your points:
1. This should not be a problem depending on the risk assessment that will be carried out when we quote your property. Access will be gained to your property using the safest practicable method as per HSE regulations.
2. If you set up a direct debit for payment we would never have to disturb you. Ever.
3. We very rarely (if ever) work at the weekend.
4. These points would certainly be noted. We always aim to offer the best (albeit not cheapest) service.
If you let me know your address and contact details I will get a quote / risk assessment arranged.
Kind Regards,
Soupy
Don't think I'll hear back.
Great reply
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My reply:
Hi,
I can almost certainly help you.
In response to your points:
1. This should not be a problem depending on the risk assessment that will be carried out when we quote your property. Access will be gained to your property using the safest practicable method as per HSE regulations.
2. If you set up a direct debit for payment we would never have to disturb you. Ever.
3. We very rarely (if ever) work at the weekend.
4. These points would certainly be noted. We always aim to offer the best (albeit not cheapest) service.
If you let me know your address and contact details I will get a quote / risk assessment arranged.
Kind Regards,
Soupy
Don't think I'll hear back.
Note that he said gates (plural). Does that mean climbing over two gates? Sounds a right pain. I’d expect him to leave them open with a text the day before.
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My reply would be Ime sorry but my staff and I work by the guidelines of the hse so would be unable to access the rear of your property but thank you for asking us to quote but on this occasion we are unable to help you , I wish you all the best in finding your next window cleaner
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I wouldn’t even bother wasting my time replying, let alone putting effort into thinking up some witty comments.
Just ignore, and move on.
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Email from prospective customer:
Hello,
You put a flyer through our door recently.
Can you please quote for monthly cleaning at our house? (I will give you the address when you respond to this mail)
4 important points.
1. For access to the rear of the house you will need a ladder to climb over our side gates
2. You don’t need to ring the doorbell when you arrive (we work odd hours so don’t like being disturbed during day)- you can just start cleaning.
3. Cleaning cannot be done at the weekend
4. We shouldn’t need to remind you of the above 3 important points every month, it should be on your database (we have had a lot of problems with our current cleaner!)
Regards
it doesnt sound bad to me...at least shes "setting her stall out" from the off......
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I had one that asked me to quote, when I looked on google street view , I could see it was a semi with a massive garage with sloping roof and no side access .
I messaged her asking how do I get to the back ?
She replied that I have to go over the garage roof.
I replied , unfortunately I don’t take on jobs with no side access , would you like me to recommend you someone who does ?
Her - no reply ....
me - thank fook for that :)
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I'd just reply back that after reading their conditions, it's not something you'd be prepared to take on.
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I'd just reply back that after reading their conditions, it's not something you'd be prepared to take on.
or you could text her the night before to leave the gate unlocked.this is what i would do.if she refused then i wouldnt take her on...
i dont ring doorbells before i start cleaning customers windows and i dont work weekends so as long as she leaves the gate unlocked whats the problem?
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I'd just reply back that after reading their conditions, it's not something you'd be prepared to take on.
or you could text her the night before to leave the gate unlocked.this is what i would do.if she refused then i wouldnt take her on...
i dont ring doorbells before i start cleaning customers windows and i dont work weekends so as long as she leaves the gate unlocked whats the problem?
Might be wrong but people with a list of demands before you start are generaly a pita customer and end up being dumped so I wouldn’t take her on in the first place
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And if I could go back I would never have gone down the text for access route. We no longer offer it to new customers. It’s too restricting. You’ve gotta get there. Then they start texting back late on an evening when you’ve done your worksheets & turned off your pc that they’re away or whatever. They see it as a choice. Or they wanna know what time. Then you’ve got rain which we personally don’t bother working in. Staff off sick, unexpected extras etc can hold you up so you don’t get as far down your list as you thought. Texting was the worst thing I ever did.
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And if I could go back I would never have gone down the text for access route. We no longer offer it to new customers. It’s too restricting. You’ve gotta get there. Then they start texting back late on an evening when you’ve done your worksheets & turned off your pc that they’re away or whatever. They see it as a choice. Or they wanna know what time. Then you’ve got rain which we personally don’t bother working in. Staff off sick, unexpected extras etc can hold you up so you don’t get as far down your list as you thought. Texting was the worst thing I ever did.
its only a few customers here and there and its better than having to get the ladders off.....
1.they dont see it as a choice
2.they never ask me what time
3.i work in the rain
4.its easy to manage my schedule because im a sole trader and work short hours so i get round
5.i dont do "extras" for customers there and then.they get booked in for another time or next time i clean their windows so it doesnt mess my schedule up for that day.
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I had one approach me today.
She got as far as saying "you can come through the the house to get to the back"
Told her sorry no I can't as my hose leaks. :D
Done away with all those type of jobs now.
Mind you soupy if it's an employee doing it feck it get him jumping over.
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And if I could go back I would never have gone down the text for access route. We no longer offer it to new customers. It’s too restricting. You’ve gotta get there. Then they start texting back late on an evening when you’ve done your worksheets & turned off your pc that they’re away or whatever. They see it as a choice. Or they wanna know what time. Then you’ve got rain which we personally don’t bother working in. Staff off sick, unexpected extras etc can hold you up so you don’t get as far down your list as you thought. Texting was the worst thing I ever did.
I agree with this, i text approx 50% of my work, mostly for access but some just because I always have and it's a habit.
So annoying when they text back what time ::)roll.
In know exactly what you mean, it becomes a burden because now you must get there, if it rains you off you have to text them all back or if you run out of water or just book too many in etc. If you wake up and think actually I can't really be arsed today lol then your stuck.
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And if I could go back I would never have gone down the text for access route. We no longer offer it to new customers. It’s too restricting. You’ve gotta get there. Then they start texting back late on an evening when you’ve done your worksheets & turned off your pc that they’re away or whatever. They see it as a choice. Or they wanna know what time. Then you’ve got rain which we personally don’t bother working in. Staff off sick, unexpected extras etc can hold you up so you don’t get as far down your list as you thought. Texting was the worst thing I ever did.
I agree with this, i text approx 50% of my work, mostly for access but some just because I always have and it's a habit.
So annoying when they text back what time ::)roll.
In know exactly what you mean, it becomes a burden because now you must get there, if it rains you off you have to text them all back or if you run out of water or just book too many in etc. If you wake up and think actually I can't really be arsed today lol then your stuck.
tell me about it then if you cant turn up for some reason for example something serious happens like van breaks down while your calling around 20 mechanics finally get it booked in get buss home dinners well over due u need to get on the phone asap turn pc on but then its 9pm ... its a recipe for disaster i see 2 ways around it 1) do it for decently sized/priced jobs where its worth your while and you treat them specially but they're paying for that service 2) if you're employing someone you prob have the extra time to do that sort of admin otherwise for the sole trader working alone opening your self to that sort of liability is a nightmare it can become an absolute can of worms..once i used to text 100 houses a week it doesn't matter what you put "information only"if you cant unlock we'll clean front" ... you will always always get questions what time no thanks tomorrow next week can you do saturday sorry cant open skip this time and when youre texting that many you end up having to respond late early morning
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Personally I don't find texting an issue and I've been doing so for around three yrs now.
It's a standard text that I have saved, so all I need do is add the recipients which doesn't take that long to do.
Also my customers know they will still get charged if they forget to open the gate, after I've informed them that I'm coming.
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I would text them all. Currently I text about 1/4 so 1000ish.
Cleaner planner does it at the press of a button.
They can't text back.
It's not a guarantee of service.
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I had one approach me today.
She got as far as saying "you can come through the the house to get to the back"
Told her sorry no I can't as my hose leaks. :D
Done away with all those type of jobs now.
Mind you soupy if it's an employee doing it feck it get him jumping over.
No chance. He obviously has a problem with his gate. If it can't be open when we get there we aren't doing it.
If we were to damage his gate(s) he'd be on me like a fat kid on a pick and mix.
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Personally I don't find texting an issue and I've been doing so for around three yrs now.
It's a standard text that I have saved, so all I need do is add the recipients which doesn't take that long to do.
Also my customers know they will still get charged if they forget to open the gate, after I've informed them that I'm coming.
Surely don't they get annoyed if you're charging them full price? I like to say if you can't unlock your gate we charged for example half price or x for the front and side trouble is some customers cant or won't provide access on the due date or week, and when your work is all over the place because some areas close to you are saturated it literally becomes a problem where you need to drive 1 hour for example to do one house they even say if you can't skip it til next time as we all know it becomes a much harder clean ideal world would be to focus on local area then you will have no problem really rescheduling
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I would text them all. Currently I text about 1/4 so 1000ish.
Cleaner planner does it at the press of a button.
They can't text back.
It's not a guarantee of service.
Yes you obviously have staff in this circumstance I would text as well because it's in your interest to do full houses as many as possible getting software like that would also help a lot I don't know if you entertain not today come tomorrow come next week but you have the Manpower and admin to absorb that extra work
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i text some of my customers the night before just as a courtesy text to let them know im coming.mostly these are large stand alone properties often with electronic gates(i have the gate codes)....if there is a problem i stop myself a wasted journey(building work etc)..
customers with larger properties in the middle of nowhere really appreciate me notifying them rather than just turning up "ad hoc"
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All she clearly wants is a regular reliable window cleaner who isn't a sandwich short. Will be a good solid customer this 1.
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Large properties then yes maybe. And yes my texts are linked to Text Marketer through Aworka so it’s only a couple of clicks away. But a high percentage of my texters are a PITA. I stand by what i said earlier.
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Large properties then yes maybe. And yes my texts are linked to Text Marketer through Aworka so it’s only a couple of clicks away. But a high percentage of my texters are a PITA. I stand by what i said earlier.
Don't give them a reply option and stop handing out your mobile number - problem solved.
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Personally some of the opinions and replies on this thread only serve to reinforce this customers point.
Personally i would take her on, do the work, leave the bill with next clean date, she jots it down leaves the gate open on the due date.. and guess what i go back and actually provide a service..i do this all the time. She would probably be a good customer.
Mick hit the nail on the head. All she wants is a window cleaner that isnt going to be a PITA for her; nowt wrong with that.
I am so fed up with this forum; as mostly its a bunch of winging window cleaners; with a chip on thier shoulder, and a stick up thier ass. If you are going to provide a service; go ahead and do it. Doesnt matter if it rains, sun, etc just stick a coat on FGS and do the work.
Classic typical attitude.
"If you wake up and think actually I can't really be arsed today lol then your stuck."
Just about sums it up really; its probably why ladies like this customer exist. One of the biggest complaints i find is customers not knowing when thier window cleaner is going to turn up; and when they do at the last min .they get all humpy if the customer dosent want it done.
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I wouldn't contemplate entertaining someone who doesn't fulfil my own personal customer profile. They'll turn out to be a total waste of time.
However, I would consider discussing with others who I've never met for hours on end on an internet chat forum because I want to be 'right'.
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Personally some of the opinions and replies on this thread only serve to reinforce this customers point.
Personally i would take her on, do the work, leave the bill with next clean date, she jots it down leaves the gate open on the due date.. and guess what i go back and actually provide a service..i do this all the time. She would probably be a good customer.
Mick hit the nail on the head. All she wants is a window cleaner that isnt going to be a PITA for her; nowt wrong with that.
I am so fed up with this forum; as mostly its a bunch of winging window cleaners; with a chip on thier shoulder, and a stick up thier ass. If you are going to provide a service; go ahead and do it. Doesnt matter if it rains, sun, etc just stick a coat on FGS and do the work.
Classic typical attitude.
"If you wake up and think actually I can't really be arsed today lol then your stuck."
Just about sums it up really; its probably why ladies like this customer exist. One of the biggest complaints i find is customers not knowing when thier window cleaner is going to turn up; and when they do at the last min .they get all humpy if the customer dosent want it done.
All true however the tone of his email is a bit off IMO.
I replied in a professional manner, a wee bit cheeky too but that's OK.
We are perfectly capable and prepared to handle this customer, undoubtedly we've more particular customers than this one already on the books.
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They crossed the line on point 4 for me, I don’t like people who speak in a condescending manner.
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They crossed the line on point 4 for me, I don’t like people who speak in a condescending manner.
maybe she made that point because her current window cleaner is a clueless thick idiot(some WCs are!)... ;D
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Points 1) and 3) would rule me out. I won't climb gates and I like to keep the option to work Saturday during busy periods. Also, I don't do monthly so they would need to agree six weekly. That's not arrogance, that's business sense. I'm not going miles out of my way for one house when everyone else is on a different rota from them.
However, neither point is insurmountable. I don't like texting ahead for access, but if they were prepared to leave it unlocked, it could be a runner.
What I will say though is that potentially, I would lose the occasional clean when they are on holiday and there is the potential to occasionally disrupt my schedule due to 'no Saturdays'. Therefore, the service would come at a higher price.
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They crossed the line on point 4 for me, I don’t like people who speak in a condescending manner.
maybe she made that point because her current window cleaner is a clueless thick idiot(most WCs are!)... ;D
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No reply anyway.
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I quite like finding out if potential customers are a potential pain-in-the-arse before the first clean. I'll either not bother, or stick in a cheeky price.
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I quite like finding out if potential customers are a potential pain-in-the-arse before the first clean. I'll either not bother, or stick in a cheeky price.
That was the plan.
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I had one phone yesterday. 'I used to live in your road.' Oh right. 'I moved round the corner, I want you to clean the upstairs windows only, a quick scrub of the conservatory roof and you'll need to come through the garage to get to the rear.'
Another one today, 'I'm having my drive jet washed and I want my windows cleaned afterwards. Do you clean traditional or use one of those pole things?' "I use a pole thing Mrs." 'Will it wash all the sand away?' "Eh?" 'Will the water wash all the sand away off the drive?' I'm thinking wtf. "It's not a pressure washer I use." 'Oh, will the brush scratch the glass?' I'm dieing a slow death now. "I think you'll find that traditional will have a higher percentage of scratching the glass as you scrub it with an applicator." 'How much do you charge?' Give me strength!!! Fortunately I think she lost reception and the phone went dead 😂
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Yes, some very ineresting points on the email...
...but is she hot! ;D
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we have over 1100 customers like her and love them this way
no tx ahead
no standing talking bull at the door holding you up
no check for payment
just had 2 pounds on the job for pulling out your little gaints for getting over the gate and crack on
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I reckon I could deal with the original customer. I generally climb (sturdy) gates - good exercise - and the rest is okay by me!
On another note I love this as to why he can't go through the house! ...
"Told her sorry no I can't as my hose leaks. :D"
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I reckon I could deal with the original customer. I generally climb (sturdy) gates - good exercise - and the rest is okay by me!
On another note I love this as to why he can't go through the house! ...
"Told her sorry no I can't as my hose leaks. :D"
Me too. I’ve already used it since reading this. :D