Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: The Jester of Wibbly on July 15, 2018, 09:12:54 am
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Had a customer text last night to telling me in no polite terms that I need to come on a certain particular date for the next clean.
I apologised and said I would be away on my annual family holiday on thay date.
She then sent a rude message telling me thats bad customer service and that I should put customers demands first.
How do I respond to that?
(and no she was not jesting either. Its her character all over having aways looked down on me in the past).
Other than apologising again and recommending she finds someone else I can't see what else to say. I fact I am a little gob smacked.
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Had a customer text last night to telling me in no polite terms that I need to come on a certain particular date for the next clean.
I apologised and said I would be away on my annual family holiday on thay date.
She then sent a rude message telling me thats bad customer service and that I should put customers demands first.
Text back 'I do but you're no longer a customer'.
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Had a customer text last night to telling me in no polite terms that I need to come on a certain particular date for the next clean.
I apologised and said I would be away on my annual family holiday on thay date.
She then sent a rude message telling me thats bad customer service and that I should put customers demands first.
How do I respond to that?
(and no she was not jesting either. Its her character all over having aways looked down on me in the past).
Other than apologising again and recommending she finds someone else I can't see what else to say. I fact I am a little gob smacked.
"I can see that having your windows cleaned on that date is important to you. However, as I mentioned, I am out of the country on that date and I am unable to clean. In light of that, the only way I can see for you to have them washed when you requested is to engage someone else to clean for you. Please let me know how you wish to proceed".
Vin
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Tell her to fxxk off
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Wow that’s shocking, I wouldn’t have people like that on my round because I would never be able to fit them in on their preferred date as I’d have to move work around to accommodate 1 customer
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It sounds like one of my old customers who didn't like a price increase and tried telling me that I need her more than she needs me. Haha I politely informed her she was wrong and to reinforce the point I also explained that she needs to find a new window cleaner. Her face was priceless.
I do like vins reply but I also feel that certain types of people only learn from being blunt with. I would explain that you have good customer service and a good quality service or else you wouldn't be in business for the x amount of years. However this should not be confused with meeting the demands of unrealistic customer expectations. Apologies that she feels different to this and that sadly as you cannot meet her demands that sadly this business relationship cannot continue.
She also sounds like my two year old who is into paddy throwing to get what she wants. She gets time out and/or ignored so she knows it's not good behaviour and it doesn't work. She soon learning. Sounds like this customer never got taught, sounds like a blunt learning curve might be needed
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Had a customer text last night to telling me in no polite terms that I need to come on a certain particular date for the next clean.
I apologised and said I would be away on my annual family holiday on thay date.
She then sent a rude message telling me thats bad customer service and that I should put customers demands first.
Text back 'I do but you're no longer a customer'.
Thats a good one.
I would go with this, that should upset her without being rude. ;D
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Griff's reply wins the thread. It's perfect!
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Defiantly be an x customer 😂😂😂
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Defiantly be an x customer 😂😂😂
Defo. No argument there.
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Don't worry about it...say nothing and move on..
Another customer or 2 will be along shortly to replace her if you provide a good service ;)
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Some people are all about controlling behaviour. Not just customers, you get them in all aspects of life. The beauty of our job is that you can just let them go. No need to be nasty about it, just weeding out the ones that don't fit the profile for whatever reason.
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Stop being awkward. Rearrange your holiday and do her windows when she wants.
It's the only way forward.
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Stop being awkward. Rearrange your holiday and do her windows when she wants.
It's the only way forward.
I managed to rearrange it for Christmas Day for her instead
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I wouldn’t even waste my finger pressure texting a reply I would simply ignore the self righteous condescending bi**h
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I would send a polite text to cancel.
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Dear customer
Sorry I can’t clean on your specific day, but as I said, I am on holiday.
I do hope you find someone else to meet your expectations, as knowing I won’t be cleaning your windows anymore, will make me enjoy my holiday even more!
Regards
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Try this on her .........
Call her back and play along that you will be able to squeeze the job in , then go on holiday and dont turn up !
As soon as you get to the holiday destination send her a postcard saying " See you in 2 weeks because you wont see me through the window ! "
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Personally; i can see where she is coming from. The mistake is you gave her too much information; going on holiday.
And unfortunately some people do view that telling them you are choosing to go on holiday over providing a service to them is unprofessional and bad customer management.
We all need holiday; but you dont need to tell her that. You should have said sorry the nearest date i have is xxx or something to that effect. And just leave it at that.
I had a lady just the other week ask if i could do a special one extra inside & out clean. The nearest dates i had available were the end of this month; she text back saying that she needed it done before Saturday; it was already Wednesday. Problem wad. I had other plans; motorcycle related riding down to bognor on the Friday and weekend; but i didn't say sorry cant do it as im taking the bike down to bognor for a blast and a pie with my fellow bikers; thats information she doesn't need to know. I just said sorry please refer to last text, nearesr date as it stands is xxx.
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Personally; i can see where she is coming from. The mistake is you gave her too much information; going on holiday.
I disagree... 99%+ of customers would fully understand and would be happy to have their windows cleaned after his return from holiday. If they can't understand they can look for another window cleaner IMO.
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Personally; i can see where she is coming from. The mistake is you gave her too much information; going on holiday.
I disagree... 99%+ of customers would fully understand and would be happy to have their windows cleaned after his return from holiday. If they can't understand they can look for another window cleaner IMO.
Im not saying she is in the right. I am simply saying i can see where she is coming from.
If holiday wasnt mentioned at all; I guarantee she would have probbably just gone with the next available date given to her.
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She can’t expect him to cancel his holiday, she’s being ridiculous
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Personally; i can see where she is coming from. The mistake is you gave her too much information; going on holiday.
And unfortunately some people do view that telling them you are choosing to go on holiday over providing a service to them is unprofessional and bad customer management.
We all need holiday; but you dont need to tell her that. You should have said sorry the nearest date i have is xxx or something to that effect. And just leave it at that.
I had a lady just the other week ask if i could do a special one extra inside & out clean. The nearest dates i had available were the end of this month; she text back saying that she needed it done before Saturday; it was already Wednesday. Problem wad. I had other plans; motorcycle related riding down to bognor on the Friday and weekend; but i didn't say sorry cant do it as im taking the bike down to bognor for a blast and a pie with my fellow bikers; thats information she doesn't need to know. I just said sorry please refer to last text, nearesr date as it stands is xxx.
everyone deserves a holiday.....id tell her the truth....sod making up lies just in case i upset a customer.......most customers are reasonable creatures.....the ones that arent get dumped....thats the beauty of running your own business...you can do what you want.... ;) :)
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I understand where marc is coming from, but i think there is a difference between telling a customer im going on a family holiday for a week or two than saying no sorry cant be arsed that day i fancy going to the pub or out on my bike.
I actually think saying you are going on holiday sounds a bit more friendly and less cold than "sorry my next available date is"...
Anyone that begrudges someone a holiday is complete (insert bad word).
I actually cant believe the cheek of the woman.
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Sorry Mark I don't agree buddy.
There is nothing wrong with saying your on annual leave as this is totally normal activity that 99.9% respect as they too would expect the same in return.
Any company no matter the size have no issues telling a customer their rep is on annual holiday at the moment.
Agree there are times you don't need to go into detail with personal stuff or anything too private including bike riding.
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Honesty always.
Dear Mrs. Lady,
I shall not be cleaning your windows on Julember 32nd as I am having one off. My plans for the day are as follows.
10.00 a.m. Roll out of my pit and wander downstairs for a full English breakfast with lashings of toast and coffee while I watch some gurlie presenter banging on about house prices or antiques on the televisual feast that is available on the BBC2 channel.
11.00 a.m. Have a shower and get dressed to ride my motorcycle to the seaside. Have a blast but strictly adhering to all speed limits (yeh right) through the English countryside.
1.00 p.m. Arrive at Weston-superior-Mud at for a saunter along the pier and a light gamble on shove-ha'penny and the slot machines.
2.00 p.m Quaff a few jars of lemonade (yeh right) and grab a bag of chips to eat sitting on the sea wall staring out at the expanse of mud towards Tosh's house in Chepstow.
2.30 p.m. Using the 20p telescope on the promenade I espy Tosh taking photos of Wor Lass (or is it Jen the bunny-boiler?) in rather compromising circumstances until the shutter goes down and I haven't any 20p's left.
3.00 p.m Use the slot machines to try and win some 20p's to use the telescope again. Fail.
3.30 p.m Ride home and crash out on the sofa from all that sun, sea and soda pop.
5.30 p.m. Have tea. (Boiled potatoes, lamb and 2 veg with gravy and mint sauce followed by salted caramel ice cream.)
Due to the above I cannot clean your windows today.
Yours truly,
Paul Wibble
Window Cleaner to the Gentry
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Honesty always.
Dear Mrs. Lady,
I shall not be cleaning your windows on Julember 32nd as I am having one off. My plans for the day are as follows.
10.00 a.m. Roll out of my pit and wander downstairs for a full English breakfast with lashings of toast and coffee while I watch some gurlie presenter banging on about house prices or antiques on the televisual feast that is available on the BBC2 channel.
11.00 a.m. Have a shower and get dressed to ride my motorcycle to the seaside. Have a blast but strictly adhering to all speed limits (yeh right) through the English countryside.
1.00 p.m. Arrive at Weston-superior-Mud at for a saunter along the pier and a light gamble on shove-ha'penny and the slot machines.
2.00 p.m Quaff a few jars of lemonade (yeh right) and grab a bag of chips to eat sitting on the sea wall staring out at the expanse of mud towards Tosh's house in Chepstow.
2.30 p.m. Using the 20p telescope on the promenade I espy Tosh taking photos of Wor Lass (or is it Jen the bunny-boiler?) in rather compromising circumstances until the shutter goes down and I haven't any 20p's left.
3.00 p.m Use the slot machines to try and win some 20p's to use the telescope again. Fail.
3.30 p.m Ride home and crash out on the sofa from all that sun, sea and soda pop.
5.30 p.m. Have tea. (Boiled potatoes, lamb and 2 veg with gravy and mint sauce followed by salted caramel ice cream.)
Due to the above I cannot clean your windows today.
Yours truly,
Paul Wibble
Window Cleaner to the Gentry
Love it ;D ;D ;D
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My response would be:
c u next tuesday
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She might've been joking. It's sounds like something I'd say (in jest).
Or she's drunk or has mental health problems.
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Hahahhaahah.
;D ;D
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Personally; i can see where she is coming from. The mistake is you gave her too much information; going on holiday.
I disagree... 99%+ of customers would fully understand and would be happy to have their windows cleaned after his return from holiday. If they can't understand they can look for another window cleaner IMO.
Im not saying she is in the right. I am simply saying i can see where she is coming from.
If holiday wasnt mentioned at all; I guarantee she would have probbably just gone with the next available date given to her.
I would follow your example, Marc, by giving her the date of her next clean.
April 25th, 2077
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Had a customer text last night to telling me in no polite terms that I need to come on a certain particular date for the next clean.
I apologised and said I would be away on my annual family holiday on thay date.
She then sent a rude message telling me thats bad customer service and that I should put customers demands first.
How do I respond to that?
(and no she was not jesting either. Its her character all over having aways looked down on me in the past).
Other than apologising again and recommending she finds someone else I can't see what else to say. I fact I am a little gob smacked.
Just had a customer call me the other week, they were due a clean on the 18th. They called to say they wanted me on the 26th 27th or 28th. I said I won't be in the area that week but would be the week after. He said that's fine, end if call. Got a call in the 2nd week the day I had scheduled his clean to say not to bother, he's got a new cleaner that will do as and when he wants. Not too fussed. I got no time for people like that.