Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: John Mart on August 03, 2018, 06:12:52 pm
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Having had a settled round for a year or two before making the decision to expand I had pretty much zero problems with total b e l l ends but now with so many new ones you pick up total dorks and actually when I take them on, often my spidey senses are tingling. But I still take them in the pursuit of growth.
But how do I stop myself getting wound up by them? How does Soupy or Lee Pryor deal with it? Lee obviously has a short fuse so he must get annoyed at times.
Answers on a postcard?
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Haha. Not sure if you mean staff or customers.
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Haha. Not sure if you mean staff or customers.
Both but mostly customers.
I’ve had perhaps 3 or 4 issues this week.
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you still get messers/idiots when your a one man band with 25 years of window cleaning behind you.... ::)roll
ive had one this week......a seemingly nice couple with a couple of kids,keep fobbing me off(for a tenner!!)promising to pay online blah,blah blah.......never got cash,dont have cheque book.......he s a local landscaper with sign written van etc.....had enough now....he ll get the middle finger next time i see him,,,to55er......
ill NEVER clean their windows again...ive also had a few others that ive managed to get paid then dumped.....
i also worked out the other day that ive written off over £1,500 in my 25 years of window cleaning due to non payments......
99% of customers are good solid customers thankfully.......
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For what my opinion is worth...
I found that the only time customers became a problem was when i decided they were a problem.
These days; if a customer has a complaint or an issue that needs rectifying. I dont dwell on it; or let it become a problem; i just sort the issue to make the customer happy. There is little point getting new customers to grow if you cant look after your existing customers or cant deal with solving thier issues.
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For what my opinion is worth...
I found that the only time customers became a problem was when i decided they were a problem.
These days; if a customer has a complaint or an issue that needs rectifying. I dont dwell on it; or let it become a problem; i just sort the issue to make the customer happy. There is little point getting new customers to grow if you cant look after your existing customers or cant deal with solving thier issues.
I’m talking about real nutters. Not just a complaint.
Example. Windows cleaned three weeks ago. We’ve had storms in the last week too. A couple of days ago (2 1/2 weeks after clean) he emails to say he’s not happy with the results and cancelling and won’t be paying in full. Now how do you solve that?
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The messers we encounter unfortunately have it in their personality to be like that so I just think it’s part of the job .
A bit like having a night out , the majority of times you will have a great time but one night there will be a right tosser there.
I just either write the debt off or I get paid then just stop cleaning for them
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The messers we encounter unfortunately have it in their personality to be like that so I just think it’s part of the job .
A bit like having a night out , the majority of times you will have a great time but one night there will be a right tosser there.
I just either write the debt off or I get paid then just stop cleaning for them
See, I won’t write it off. If there’s a problem I’ll go back, but I won’t write it off.
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For what my opinion is worth...
I found that the only time customers became a problem was when i decided they were a problem.
These days; if a customer has a complaint or an issue that needs rectifying. I dont dwell on it; or let it become a problem; i just sort the issue to make the customer happy. There is little point getting new customers to grow if you cant look after your existing customers or cant deal with solving thier issues.
I’m talking about real nutters. Not just a complaint.
Example. Windows cleaned three weeks ago. We’ve had storms in the last week too. A couple of days ago (2 1/2 weeks after clean) he emails to say he’s not happy with the results and cancelling and won’t be paying in full. Now how do you solve that?
Just accept the part payment and move on lol , don’t let customers get to you it’s just not worth it
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For what my opinion is worth...
I found that the only time customers became a problem was when i decided they were a problem.
These days; if a customer has a complaint or an issue that needs rectifying. I dont dwell on it; or let it become a problem; i just sort the issue to make the customer happy. There is little point getting new customers to grow if you cant look after your existing customers or cant deal with solving thier issues.
I’m talking about real nutters. Not just a complaint.
Example. Windows cleaned three weeks ago. We’ve had storms in the last week too. A couple of days ago (2 1/2 weeks after clean) he emails to say he’s not happy with the results and cancelling and won’t be paying in full. Now how do you solve that?
Just accept the part payment and move on lol , don’t let customers get to you it’s just not worth it
But he’s just a chancer. :o
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you still get messers/idiots when your a one man band with 25 years of window cleaning behind you.... ::)roll
ive had one this week......a seemingly nice couple with a couple of kids,keep fobbing me off(for a tenner!!)promising to pay online blah,blah blah.......never got cash,dont have cheque book.......he s a local landscaper with sign written van etc.....had enough now....he ll get the middle finger next time i see him,,,to55er......
ill NEVER clean their windows again...ive also had a few others that ive managed to get paid then dumped.....
i also worked out the other day that ive written off over £1,500 in my 25 years of window cleaning due to non payments......
99% of customers are good solid customers thankfully.......
I reckon it’s more like 85%. But you’ve filtered out the other 14% over the years.
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For what my opinion is worth...
I found that the only time customers became a problem was when i decided they were a problem.
These days; if a customer has a complaint or an issue that needs rectifying. I dont dwell on it; or let it become a problem; i just sort the issue to make the customer happy. There is little point getting new customers to grow if you cant look after your existing customers or cant deal with solving thier issues.
usually the issue is non payment(or very late payments time and time again along with empty promises to set up standing order,etc)....very rarely anything else.....
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you still get messers/idiots when your a one man band with 25 years of window cleaning behind you.... ::)roll
ive had one this week......a seemingly nice couple with a couple of kids,keep fobbing me off(for a tenner!!)promising to pay online blah,blah blah.......never got cash,dont have cheque book.......he s a local landscaper with sign written van etc.....had enough now....he ll get the middle finger next time i see him,,,to55er......
ill NEVER clean their windows again...ive also had a few others that ive managed to get paid then dumped.....
i also worked out the other day that ive written off over £1,500 in my 25 years of window cleaning due to non payments......
99% of customers are good solid customers thankfully.......
I reckon it’s more like 85%. But you’ve filtered out the other 14% over the years.
probably true that mate.......i dont normally get that annoyed but its the way their so nice to your face but have no intentions of paying you that winds me up.... >:(
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I've lost loads of money when trying to expand. Messer after messer after non payer.
You just have to accept you have the throw a lot of poop at the wall and see what sticks.
I don't know how you cope with it, it pes me right off and makes me feel like quitting. But you just keep on going regardless.
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I will answer for the big boys ages ago from a much smaller scale
The secret is don't clean it yourself employee or subcontract cleans you will always get those that are looking for a way not to pay
When you're doing everything mate including your accounts checking who's paid maintaining your vehicle doing all the cleaning and then one person becomes you know it really will get to you
I know it's more expense but if you're ready to expand you should try subcontracting the workout the subcontractor will only clean he doesn't get emotional his motivation is only to clean and to be paid by you,you will still get a complaint but you will mentally be able to deal with it better and actually focus on "customer service"
I know what this customer said to you was crazy but if you didn't actually clean it you could deal with it a lot better and you wouldn't get as annoyed
Because you know you did a good job and you know deep down they're just trying to pull a fast one so you can't help but be emotional.. just imagine you didn't clean it you fully trust the employee or the subcontractor so saying something like this will come off the tongue a lot easier " I'm so sorry about that sir that is very unusual we would like to offer you a 50% no questions asked reduction of your bill" all you're doing here is covering your initial clean cost perhaps employment costs or subcontractor costs
Honestly mate if you're expanding you'll have a much less stressful time it will cost you more money but get some help it's well worth it
That's I disagreeumption as to how the big boys stay motivated end of the day mate you don't see big company directors serving customers behind the till yet they expect the staff to deal with crazy complaints in exceptional manner just imagine if they were behind the till they would freak out
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I will answer for the big boys ages ago from a much smaller scale
The secret is don't clean it yourself employee or subcontract cleans you will always get those that are looking for a way not to pay
When you're doing everything mate including your accounts checking who's paid maintaining your vehicle doing all the cleaning and then one person becomes you know it really will get to you
I know it's more expense but if you're ready to expand you should try subcontracting the workout the subcontractor will only clean he doesn't get emotional his motivation is only to clean and to be paid by you,you will still get a complaint but you will mentally be able to deal with it better and actually focus on "customer service"
I know what this customer said to you was crazy but if you didn't actually clean it you could deal with it a lot better and you wouldn't get as annoyed
Because you know you did a good job and you know deep down they're just trying to pull a fast one so you can't help but be emotional.. just imagine you didn't clean it you fully trust the employee or the subcontractor so saying something like this will come off the tongue a lot easier " I'm so sorry about that sir that is very unusual we would like to offer you a 50% no questions asked reduction of your bill" all you're doing here is covering your initial clean cost perhaps employment costs or subcontractor costs
Honestly mate if you're expanding you'll have a much less stressful time it will cost you more money but get some help it's well worth it
That's I disagreeumption as to how the big boys stay motivated end of the day mate you don't see big company directors serving customers behind the till yet they expect the staff to deal with crazy complaints in exceptional manner just imagine if they were behind the till they would freak out
The annoying thing is that you’re probably right. I did actually do that this week on a fascia clean where she complained that we didn’t clean her rafters (no soffits) so knocked £60 off despite her lying about how long the job took. She said 90 minutes but the tracker said two hours.
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I will answer for the big boys ages ago from a much smaller scale
The secret is don't clean it yourself employee or subcontract cleans you will always get those that are looking for a way not to pay
When you're doing everything mate including your accounts checking who's paid maintaining your vehicle doing all the cleaning and then one person becomes you know it really will get to you
I know it's more expense but if you're ready to expand you should try subcontracting the workout the subcontractor will only clean he doesn't get emotional his motivation is only to clean and to be paid by you,you will still get a complaint but you will mentally be able to deal with it better and actually focus on "customer service"
I know what this customer said to you was crazy but if you didn't actually clean it you could deal with it a lot better and you wouldn't get as annoyed
Because you know you did a good job and you know deep down they're just trying to pull a fast one so you can't help but be emotional.. just imagine you didn't clean it you fully trust the employee or the subcontractor so saying something like this will come off the tongue a lot easier " I'm so sorry about that sir that is very unusual we would like to offer you a 50% no questions asked reduction of your bill" all you're doing here is covering your initial clean cost perhaps employment costs or subcontractor costs
Honestly mate if you're expanding you'll have a much less stressful time it will cost you more money but get some help it's well worth it
That's I disagreeumption as to how the big boys stay motivated end of the day mate you don't see big company directors serving customers behind the till yet they expect the staff to deal with crazy complaints in exceptional manner just imagine if they were behind the till they would freak out
The annoying thing is that you’re probably right. I did actually do that this week on a fascia clean where she complained that we didn’t clean her rafters (no soffits) so knocked £60 off despite her lying about how long the job took. She said 90 minutes but the tracker said two hours.
That's it mate. I'm not happy with my £10 window clean "god I'm so sorry to hear that listen will like to give you that clean for free"
Remember you didn't do it so you won't get emotional
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Write it off and move on. The last thing you want is him as a customer.
If Im messed about now I give them my local competitions number saying my books are full.
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I dont have a short fuse at all. I get frustrated by haters thats all.
Anyway.
The fact is when you expand especially fast small problems become big problems quickly. The business model has to change to cope with that. I pay my office staff to deal with customers ect day to day. I do not answer the phone or deal with any customers. I just deal with the bigger picture things, the numbers, the goals and planning........ You are probably feeling the stress as you are taking on too much yourself, a clasic mistake in many businesses. Learn to let go, delegate and free yourself up to cover the more important things.
I found over the years there are key times that you become the very thing holding the development back because there is only so much 1 person in any position can do. Learn how it should be done then teach someone else and step aside to the next roll. That is how I have managed to completely remove myself from almost every process in the business. I can go on holiday or take 5 weeks off following surgery (as I just have) and return to not only find everything fine but growth in my absense.
When you take on a large amount of new customers there is always a period of settling down afterwards where you clear out the messers and the new ones get used to your routine with them.
The problems being talked about here I wouldnt even hear about day to day in my business, thats someone elses job to sort out. I would go mad otherwise.
Put people and processes in place, let them do it and you wont need a thicker skin. Well at least until you come on here to share your achievements and be torn to pieces by people who wouldnt have a clue where to start to do what your doing.
Just remember if it was easy to really grow and expand everyone would be doing it. Its bloody hard, expensive and a million miles from what most on here experience day to day.
You can do it. Remind yourself of that every day. I do....
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You can't make it up sometimes!
I had a text this week cancelling, I've been cleaning the house for over 2 years. 'Hi Bungle, we no longer require window cleaning services, thank you for all your work. Katie'
This sounded a bit suss as the interfering old hag next door but one cancelled last week due to her 'nephew' starting a window cleaning round up.
So I text Katie back asking why she's cancelled. I get a reply that the house is on the market plus the old window cleaner (who'd disappeared) has turned up again!!!
So, you put your house on the market and hire the old window cleaner until it's sold? Fecking hate lies I do!
I've just texted her back (after 2 days). "I've found this reply a kick in the teeth to be honest!! If I did a crap job or was overpricing then I'd appreciate to be told! Thanks for your previous custom."
Once she left her front door open when she went to work and I rang her to tell her so.
No loyalty in this game. I should know better, but I always get suckered!
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Customers: develop your systems. My quote system lays out our terms so there is no grey area. Everybody is aware of how this is going to work. Does it eradicate all "messers"? Of course not. It really does help though.
Employees: I've been told time and time again: don't work with friends or family. I've done both for two decades. No idea how I make it work, I think I'm firm but fair, others might disagree.
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I dont have a short fuse at all. I get frustrated by haters thats all.
Anyway.
The fact is when you expand especially fast small problems become big problems quickly. The business model has to change to cope with that. I pay my office staff to deal with customers ect day to day. I do not answer the phone or deal with any customers. I just deal with the bigger picture things, the numbers, the goals and planning........ You are probably feeling the stress as you are taking on too much yourself, a clasic mistake in many businesses. Learn to let go, delegate and free yourself up to cover the more important things.
I found over the years there are key times that you become the very thing holding the development back because there is only so much 1 person in any position can do. Learn how it should be done then teach someone else and step aside to the next roll. That is how I have managed to completely remove myself from almost every process in the business. I can go on holiday or take 5 weeks off following surgery (as I just have) and return to not only find everything fine but growth in my absense.
When you take on a large amount of new customers there is always a period of settling down afterwards where you clear out the messers and the new ones get used to your routine with them.
Put people and processes in place, let them do it and you wont need a thicker skin. Well at least until you come on here to share your achievements and be torn to pieces by people who wouldnt have a clue where to start to do what your doing.
Just remember if it was easy to really grow and expand everyone would be doing it. Its bloody hard, expensive and a million miles from what most on here experience day to day.
You can do it. Remind yourself of that every day. I do....
Lee the haters are going to hate don't worry mate when you talk this forum waits:)
Tell us one thing I think you only accept gocardless customers what is the percentage strike rate say out of 100 enquiries that are happy to use you when they see direct debit they decide not to would you say 50 50?
I believe you use gocardless from the very first clean I found this was a very hard sale again talking from a much much smaller scale
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You can't make it up sometimes!
I had a text this week cancelling, I've been cleaning the house for over 2 years. 'Hi Bungle, we no longer require window cleaning services, thank you for all your work. Katie'
This sounded a bit suss as the interfering old hag next door but one cancelled last week due to her 'nephew' starting a window cleaning round up.
So I text Katie back asking why she's cancelled. I get a reply that the house is on the market plus the old window cleaner (who'd disappeared) has turned up again!!!
So, you put your house on the market and hire the old window cleaner until it's sold? Fecking hate lies I do!
I've just texted her back (after 2 days). "I've found this reply a kick in the teeth to be honest!! If I did a crap job or was overpricing then I'd appreciate to be told! Thanks for your previous custom."
Once she left her front door open when she went to work and I rang her to tell her so.
No loyalty in this game. I should know better, but I always get suckered!
Mate the truth is she just doesn't want to spend any more money anymore on window cleaning and she doesn't want to say that so she says the old window cleaner has turned up I really doubt he has turned up after 2 years think about it think about all the one offs you done would you turn up after 2 years randomly ;)
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I dont have a short fuse at all. I get frustrated by haters thats all.
Anyway.
The fact is when you expand especially fast small problems become big problems quickly. The business model has to change to cope with that. I pay my office staff to deal with customers ect day to day. I do not answer the phone or deal with any customers. I just deal with the bigger picture things, the numbers, the goals and planning........ You are probably feeling the stress as you are taking on too much yourself, a clasic mistake in many businesses. Learn to let go, delegate and free yourself up to cover the more important things.
I found over the years there are key times that you become the very thing holding the development back because there is only so much 1 person in any position can do. Learn how it should be done then teach someone else and step aside to the next roll. That is how I have managed to completely remove myself from almost every process in the business. I can go on holiday or take 5 weeks off following surgery (as I just have) and return to not only find everything fine but growth in my absense.
When you take on a large amount of new customers there is always a period of settling down afterwards where you clear out the messers and the new ones get used to your routine with them.
The problems being talked about here I wouldnt even hear about day to day in my business, thats someone elses job to sort out. I would go mad otherwise.
Put people and processes in place, let them do it and you wont need a thicker skin. Well at least until you come on here to share your achievements and be torn to pieces by people who wouldnt have a clue where to start to do what your doing.
Just remember if it was easy to really grow and expand everyone would be doing it. Its bloody hard, expensive and a million miles from what most on here experience day to day.
You can do it. Remind yourself of that every day. I do....
One day. With perhaps 5 vans I could step back from the crap, but at the moment it’s just me. :-\
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Yes we only take on new customers that will use go cardless. Over 4300 on there now. About 600 customers not on there yet that we have had since before go cardless that we are slowly moving over, however we wont clean if 1 is still outstanding when the round comes back to them.
Out of 100..... at least 90 or more.
Yes its harder before the first clean but our leaflet tells them this so most are prepared before they call.
You just have to be firm and stick to your rules. If I go to tesco and get to the till with my food can I pay by cheque? No. Can I pay a few weeks later or after the next 3 visits? No! why should what we do be any different?
I love it when people decide to not use us for this as they were just going to be another twat trying to not pay.
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I dont have a short fuse at all. I get frustrated by haters thats all.
Anyway.
The fact is when you expand especially fast small problems become big problems quickly. The business model has to change to cope with that. I pay my office staff to deal with customers ect day to day. I do not answer the phone or deal with any customers. I just deal with the bigger picture things, the numbers, the goals and planning........ You are probably feeling the stress as you are taking on too much yourself, a clasic mistake in many businesses. Learn to let go, delegate and free yourself up to cover the more important things.
I found over the years there are key times that you become the very thing holding the development back because there is only so much 1 person in any position can do. Learn how it should be done then teach someone else and step aside to the next roll. That is how I have managed to completely remove myself from almost every process in the business. I can go on holiday or take 5 weeks off following surgery (as I just have) and return to not only find everything fine but growth in my absense.
When you take on a large amount of new customers there is always a period of settling down afterwards where you clear out the messers and the new ones get used to your routine with them.
The problems being talked about here I wouldnt even hear about day to day in my business, thats someone elses job to sort out. I would go mad otherwise.
Put people and processes in place, let them do it and you wont need a thicker skin. Well at least until you come on here to share your achievements and be torn to pieces by people who wouldnt have a clue where to start to do what your doing.
Just remember if it was easy to really grow and expand everyone would be doing it. Its bloody hard, expensive and a million miles from what most on here experience day to day.
You can do it. Remind yourself of that every day. I do....
One day. With perhaps 5 vans I could step back from the crap, but at the moment it’s just me. :-\
It was just me up to 4 vans. Fact is its hard. Are you the sort of person that wants it bad enough to push through to the other side where things actually get easier or are you the sort that will just plod along year after year in the same position, then 20 years later wish you had when your body falls apart and you cant do the physical work anymore?
The time is going to pass regardless of what you do, might as well make the most of it.
Only you know the answer and only you can make it happen.
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Having had a settled round for a year or two before making the decision to expand I had pretty much zero problems with total b e l l ends but now with so many new ones you pick up total dorks and actually when I take them on, often my spidey senses are tingling. But I still take them in the pursuit of growth.
But how do I stop myself getting wound up by them? How does Soupy or Lee Pryor deal with it? Lee obviously has a short fuse so he must get annoyed at times.
Answers on a postcard?
I've not read all the replies, so not sure if been said but,
Basically mate, grow a pair! Haha I'm sure some would say same to me, but expanding your business is great but is it worth expanding your business with customers who mess you about only for you at some point in the future to dump them anyway.
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I dont have a short fuse at all. I get frustrated by haters thats all.
Anyway.
The fact is when you expand especially fast small problems become big problems quickly. The business model has to change to cope with that. I pay my office staff to deal with customers ect day to day. I do not answer the phone or deal with any customers. I just deal with the bigger picture things, the numbers, the goals and planning........ You are probably feeling the stress as you are taking on too much yourself, a clasic mistake in many businesses. Learn to let go, delegate and free yourself up to cover the more important things.
I found over the years there are key times that you become the very thing holding the development back because there is only so much 1 person in any position can do. Learn how it should be done then teach someone else and step aside to the next roll. That is how I have managed to completely remove myself from almost every process in the business. I can go on holiday or take 5 weeks off following surgery (as I just have) and return to not only find everything fine but growth in my absense.
When you take on a large amount of new customers there is always a period of settling down afterwards where you clear out the messers and the new ones get used to your routine with them.
The problems being talked about here I wouldnt even hear about day to day in my business, thats someone elses job to sort out. I would go mad otherwise.
Put people and processes in place, let them do it and you wont need a thicker skin. Well at least until you come on here to share your achievements and be torn to pieces by people who wouldnt have a clue where to start to do what your doing.
Just remember if it was easy to really grow and expand everyone would be doing it. Its bloody hard, expensive and a million miles from what most on here experience day to day.
You can do it. Remind yourself of that every day. I do....
One day. With perhaps 5 vans I could step back from the crap, but at the moment it’s just me. :-\
It was just me up to 4 vans. Fact is its hard. Are you the sort of person that wants it bad enough to push through to the other side where things actually get easier or are you the sort that will just plod along year after year in the same position, then 20 years later wish you had when your body falls apart and you cant do the physical work anymore?
The time is going to pass regardless of what you do, might as well make the most of it.
Only you know the answer and only you can make it happen.
Well that’s the reason behind the expansion. I’m 55 this year and for the first time off the tools. Not even covering holidays. We should end up with a net growth of 500 regular customers this year (one full van basically) and looking to do that for the next two years at least to 5/6 full to the brim vans.
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I dont have a short fuse at all. I get frustrated by haters thats all.
Anyway.
The fact is when you expand especially fast small problems become big problems quickly. The business model has to change to cope with that. I pay my office staff to deal with customers ect day to day. I do not answer the phone or deal with any customers. I just deal with the bigger picture things, the numbers, the goals and planning........ You are probably feeling the stress as you are taking on too much yourself, a clasic mistake in many businesses. Learn to let go, delegate and free yourself up to cover the more important things.
I found over the years there are key times that you become the very thing holding the development back because there is only so much 1 person in any position can do. Learn how it should be done then teach someone else and step aside to the next roll. That is how I have managed to completely remove myself from almost every process in the business. I can go on holiday or take 5 weeks off following surgery (as I just have) and return to not only find everything fine but growth in my absense.
When you take on a large amount of new customers there is always a period of settling down afterwards where you clear out the messers and the new ones get used to your routine with them.
The problems being talked about here I wouldnt even hear about day to day in my business, thats someone elses job to sort out. I would go mad otherwise.
Put people and processes in place, let them do it and you wont need a thicker skin. Well at least until you come on here to share your achievements and be torn to pieces by people who wouldnt have a clue where to start to do what your doing.
Just remember if it was easy to really grow and expand everyone would be doing it. Its bloody hard, expensive and a million miles from what most on here experience day to day.
You can do it. Remind yourself of that every day. I do....
One day. With perhaps 5 vans I could step back from the crap, but at the moment it’s just me. :-\
It was just me up to 4 vans. Fact is its hard. Are you the sort of person that wants it bad enough to push through to the other side where things actually get easier or are you the sort that will just plod along year after year in the same position, then 20 years later wish you had when your body falls apart and you cant do the physical work anymore?
The time is going to pass regardless of what you do, might as well make the most of it.
Only you know the answer and only you can make it happen.
Well that’s the reason behind the expansion. I’m 55 this year and for the first time off the tools. Not even covering holidays. We should end up with a net growth of 500 regular customers this year (one full van basically) and looking to do that for the next two years at least to 5/6 full to the brim vans.
well done was it canvassing?
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Theres no reason why you shouldnt achieve your goals. Stay focused, break the end goal into smaller 6 mothly chunks and work towards each one at a time. Then the end goal takes care of itself.
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I find visualising where I want to end up really helps. In my head I already have 20 vans on the road and the life that goes with it. I picture those things every day and my life moves towards that picture seemingly by itself.
The sentance at the bottom of my posts is a powerful thing to consider.
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I dont have a short fuse at all. I get frustrated by haters thats all.
Anyway.
The fact is when you expand especially fast small problems become big problems quickly. The business model has to change to cope with that. I pay my office staff to deal with customers ect day to day. I do not answer the phone or deal with any customers. I just deal with the bigger picture things, the numbers, the goals and planning........ You are probably feeling the stress as you are taking on too much yourself, a clasic mistake in many businesses. Learn to let go, delegate and free yourself up to cover the more important things.
I found over the years there are key times that you become the very thing holding the development back because there is only so much 1 person in any position can do. Learn how it should be done then teach someone else and step aside to the next roll. That is how I have managed to completely remove myself from almost every process in the business. I can go on holiday or take 5 weeks off following surgery (as I just have) and return to not only find everything fine but growth in my absense.
When you take on a large amount of new customers there is always a period of settling down afterwards where you clear out the messers and the new ones get used to your routine with them.
The problems being talked about here I wouldnt even hear about day to day in my business, thats someone elses job to sort out. I would go mad otherwise.
Put people and processes in place, let them do it and you wont need a thicker skin. Well at least until you come on here to share your achievements and be torn to pieces by people who wouldnt have a clue where to start to do what your doing.
Just remember if it was easy to really grow and expand everyone would be doing it. Its bloody hard, expensive and a million miles from what most on here experience day to day.
You can do it. Remind yourself of that every day. I do....
One day. With perhaps 5 vans I could step back from the crap, but at the moment it’s just me. :-\
It was just me up to 4 vans. Fact is its hard. Are you the sort of person that wants it bad enough to push through to the other side where things actually get easier or are you the sort that will just plod along year after year in the same position, then 20 years later wish you had when your body falls apart and you cant do the physical work anymore?
The time is going to pass regardless of what you do, might as well make the most of it.
Only you know the answer and only you can make it happen.
Well that’s the reason behind the expansion. I’m 55 this year and for the first time off the tools. Not even covering holidays. We should end up with a net growth of 500 regular customers this year (one full van basically) and looking to do that for the next two years at least to 5/6 full to the brim vans.
well done was it canvassing?
Leaflets.
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I dont have a short fuse at all. I get frustrated by haters thats all.
Anyway.
The fact is when you expand especially fast small problems become big problems quickly. The business model has to change to cope with that. I pay my office staff to deal with customers ect day to day. I do not answer the phone or deal with any customers. I just deal with the bigger picture things, the numbers, the goals and planning........ You are probably feeling the stress as you are taking on too much yourself, a clasic mistake in many businesses. Learn to let go, delegate and free yourself up to cover the more important things.
I found over the years there are key times that you become the very thing holding the development back because there is only so much 1 person in any position can do. Learn how it should be done then teach someone else and step aside to the next roll. That is how I have managed to completely remove myself from almost every process in the business. I can go on holiday or take 5 weeks off following surgery (as I just have) and return to not only find everything fine but growth in my absense.
When you take on a large amount of new customers there is always a period of settling down afterwards where you clear out the messers and the new ones get used to your routine with them.
Put people and processes in place, let them do it and you wont need a thicker skin. Well at least until you come on here to share your achievements and be torn to pieces by people who wouldnt have a clue where to start to do what your doing.
Just remember if it was easy to really grow and expand everyone would be doing it. Its bloody hard, expensive and a million miles from what most on here experience day to day.
You can do it. Remind yourself of that every day. I do....
Lee the haters are going to hate don't worry mate when you talk this forum waits:)
Tell us one thing I think you only accept gocardless customers what is the percentage strike rate say out of 100 enquiries that are happy to use you when they see direct debit they decide not to would you say 50 50?
I believe you use gocardless from the very first clean I found this was a very hard sale again talking from a much much smaller scale
Haters ? there are a few on here that are so caught up in their own hype that they believe if somebody is disagreeing or being critical of what they are doing it can only be down to hate.
Unfortunately when it comes to business talk on the forum its arrogance and not hate that ruins it.
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If you say so. If you don't have something positive to say on this thread and more importantly it's topic then why say anything at all.
People like you view confidence as arrogance which it is not. I disagree with your statement and feel there is far more hate and negative attitudes than there is arrogance.
Your post is negative and has nothing to do with the subject matter of this thread.
Why not stick to threads you can make a positive contribution to.
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You can't make it up sometimes!
I had a text this week cancelling, I've been cleaning the house for over 2 years. 'Hi Bungle, we no longer require window cleaning services, thank you for all your work. Katie'
This sounded a bit suss as the interfering old hag next door but one cancelled last week due to her 'nephew' starting a window cleaning round up.
So I text Katie back asking why she's cancelled. I get a reply that the house is on the market plus the old window cleaner (who'd disappeared) has turned up again!!!
So, you put your house on the market and hire the old window cleaner until it's sold? Fecking hate lies I do!
I've just texted her back (after 2 days). "I've found this reply a kick in the teeth to be honest!! If I did a crap job or was overpricing then I'd appreciate to be told! Thanks for your previous custom."
Once she left her front door open when she went to work and I rang her to tell her so.
No loyalty in this game. I should know better, but I always get suckered!
I am not quite sure why you even replied? I would have just accepted it and moved on? You seem very wound up over one poxy customer!
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Theres no reason why you shouldnt achieve your goals. Stay focused, break the end goal into smaller 6 mothly chunks and work towards each one at a time. Then the end goal takes care of itself.
My goal of hitting the 60k mark is nearing now, and im starting to get that feeling of, oh wow! its really quite simple. I am a little behind on my 15month push to 80k, its going to be more like 20 months tbh, I reckon i will be at he 60k mark by the end of this financial year and will have another van up and running for my next push to 80k and then to 120k.
I stopped updating on here because of the haters; and i just had to say to myself i am doing this for me and no one else; my way my rules my business.
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In response to the original post, I used to take every cancellation personally, but when I started to look at it objectively I realized that it is just business.
Customers may cancel for any number of reasons. I never ask why they cancel (as if they would be truthful anyway) and just thank them for their past custom before wishing them well in the future.
John
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I’m not saying we don’t appreciate customers but ‘a drop in the ocean’ comes to mind when you get an idiot on the books
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I’m not saying we don’t appreciate customers but ‘a drop in the ocean’ comes to mind when you get an idiot on the books
I know, I know, I know. And Johnny’s post above too. I know. Doesn’t stop it though. :o
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If you say so. If you don't have something positive to say on this thread and more importantly it's topic then why say anything at all.
People like you view confidence as arrogance which it is not. I disagree with your statement and feel there is far more hate and negative attitudes than there is arrogance.
Your post is negative and has nothing to do with the subject matter of this thread.
Why not stick to threads you can make a positive contribution to.
People with confidence dont need to throw a hissy fit when somebody says they could be doing something wrong, 8 weekly pointed out how easily you get upset on here when he started this thread, you blamed it on haters and I disagreed.
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Theres no reason why you shouldnt achieve your goals. Stay focused, break the end goal into smaller 6 mothly chunks and work towards each one at a time. Then the end goal takes care of itself.
My goal of hitting the 60k mark is nearing now, and im starting to get that feeling of, oh wow! its really quite simple. I am a little behind on my 15month push to 80k, its going to be more like 20 months tbh, I reckon i will be at he 60k mark by the end of this financial year and will have another van up and running for my next push to 80k and then to 120k.
I stopped updating on here because of the haters; and i just had to say to myself i am doing this for me and no one else; my way my rules my business.
Link some of these hate replies Marc, if you have no interest in what anybody else has to say then that's fair enough but don't blame it on hate.
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some excellent advice on this thread
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I’m talking about real nutters. Not just a complaint.
Example. Windows cleaned three weeks ago. We’ve had storms in the last week too. A couple of days ago (2 1/2 weeks after clean) he emails to say he’s not happy with the results and cancelling and won’t be paying in full. Now how do you solve that?
Just say "Sorry it didn't work out" and move on.
If you've lost, say £10 or £20, I see that as £10 or £20 spent to work out that someone's an ar**hole and that I need to move on to a better customer.
I know you won't like the idea but you did ask how to cope and it works.
Vin
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I’m talking about real nutters. Not just a complaint.
Example. Windows cleaned three weeks ago. We’ve had storms in the last week too. A couple of days ago (2 1/2 weeks after clean) he emails to say he’s not happy with the results and cancelling and won’t be paying in full. Now how do you solve that?
Just say "Sorry it didn't work out" and move on.
If you've lost, say £10 or £20, I see that as £10 or £20 spent to work out that someone's an ar**hole and that I need to move on to a better customer.
I know you won't like the idea but you did ask how to cope and it works.
Vin
It grates though.
The thing you find is that there’s an awful lot of liars out there.
The worst one was a guy that absolutely swore no one had cleaned his windows and he’d had no bill through the door. My worker was adamant he’d done it. The guy was very shouty. Eventually I went round to look and instead of showing me he came to the door with a cheque and the bill he’d sworn he hadn’t received. Honestly, that was a turning point with me. Naively I actually couldn’t comprehend that people like that existed.
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Some mothers do "av em".
For the most part people are decent, you do come across the odd walley but that goes for whatever you do in life.
I for one know what you mean, it hacks me off too when I let it. And then I get over it. You have to develop some kind of internal dialogue that will justify the situation.
There is a certain breed of idiot around, I do most of my quotes in person and through a quick chat you can usually suss them out.
One the first questions I ask now is "have you had a window cleaner before" if they say "yes" the next question I ask is "what happened there?" them 2 questions give an awful lot away!
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I just don’t care anymore, it’s just numbers. Jobs come and go.
I find the crazies humorous. Brightens up the day.
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Some mothers do "av em".
For the most part people are decent, you do come across the odd walley but that goes for whatever you do in life.
I for one know what you mean, it hacks me off too when I let it. And then I get over it. You have to develop some kind of internal dialogue that will justify the situation.
There is a certain breed of idiot around, I do most of my quotes in person and through a quick chat you can usually suss them out.
One the first questions I ask now is "have you had a window cleaner before" if they say "yes" the next question I ask is "what happened there?" them 2 questions give an awful lot away!
I used to do that. That filtered out a lot, but when you're picking up 30 or so a week you just can't. Which is why I get so many I expect.
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It all boils down to "pride". I really need to address it. :'(
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It's the dreaded window cleaner's inferiority complex.
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I'm not a confrontational sort of chap as i have a dark side which barely ever surfaces unless threatened. If you're going to spend the early hours of the morning mulling over text messages or emails sent to these people without first reflecting on the problem first then i suggest "no further contact" Most of these individuals are just amorphous golems without souls
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It all boils down to "pride". I really need to address it. :'(
"Pride only hurts, it never helps".
Marcellus Wallace.
And you mention perspective on t'other section. Get some.
Go and visit someone in hospital or a home.
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And you mention perspective on t'other section. Get some.
Go and visit someone in hospital or a home.
Wot just to make sure they know there's no escape from paying their window cleaning bill?
Crikey Griff you're a harsh man. (http://www.cleanitup.co.uk/smf/1533459076_grin.gif)
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And you mention perspective on t'other section. Get some.
Go and visit someone in hospital or a home.
Wot just to make sure they know there's no escape from paying their window cleaning bill?
Crikey Griff you're a harsh man. (http://www.cleanitup.co.uk/smf/1533459076_grin.gif)
;D
Time to get medieval on their asses.
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The traits that you often show on the forum are probably the same ones that are causing you issues with your customers.
If Tosh wants to dribble out his inane babble about brexit or Donald Trump, you can't help yourself but bite. Sometimes he'll argue a point that's so obviously not what he thinks; even Martin works it out, yet you can't help yourself, you have to keep it going, have to have the last word, have to be "right". I'm guessing your dealings with awkward customers carry on in a similar vein?
Invariably, when your bickering with Mr Cantankerousness-san comes to a head you throw a wobbly and stomp off in a huff for a while, and that's with someone who's opinion is of zero real consequence to you. I dread to think what you're like when there's money involved.
Get robust systems and processes in place. I suggest that your complaint procedure puts some distance between yourself and the complainer (at least in the first instance), you'll find then that when you are called in its for something legitimate.
A proper quote form and a starter pack detailing how you operate, and your complaints procedure is a useful tool to refer to when something goes wrong.
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It's the dreaded window cleaner's inferiority complex.
I think there's a truth to that.
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A genuine thank you for all the contributions.
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Soupy spoke some sense, Steve.
But I also think Tosh gives you special treatment.
You should be flattered :).
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A superb thread - great advise and some of it from a surprising source
8W - read it, take it on board - you are taking it too much to heart - we were all there at some point ( well all of us that have a pride and passion for their business ) but really anything like this just needs to be swatted away without a second thought - yes they lie - yes they are unreasonable - but so what! time wise you'll lose more trying to chase/correct/argue than moving on - just take the sting out of their argument by letting them have a 50% reduction on the next clean.
once you master this you'll be well on your way with expanding your business
darran
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It's the dreaded window cleaner's inferiority complex.
I think there's a truth to that.
Agreed, just because we are window cleaners they think they can take us for mugs is something you often read on here when non payment is being discussed, fact is these types just want something for nothing and will do the same to anybody who offers a service before payment, unlike the guys in the building trade and so on who can get taken for thousands we are lucky that it tends to be small amounts.
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Excellent thread and advice.
For me (King of the flounce of course ;D) I am working on not taking it personally and it helps enormously with my inferiority complex.
I took on a chap in January who was a walk up in among a group of 4 others in a cul-de-sac- all "Oooh, a window cleaner, we're looking for a window cleaner!"
So I set out my stall - £20 first clean then £15.00 every 8 weeks - "Yes fine etc".
First clean 9th Feb. Paid 14th Feb.
2nd clean 6th April Not paid
3rd clean 1st June Not paid
I let most go one clean as a maximum, but this one slid by the net being a low price and I did the second (1st June) and put a bill through for two cleans.
Went back on 26 July; didn't do them and wrote a note saying "suspended until paid" but more politely.
Got a text later that afternoon. "Sorry, will pay when I get home tonight." He didn't.
I decided that I won't be cleaning for him again but wanted to be polite and professional until I got paid
On 3rd August I sent him a polite reminder text.
He texted back "Sorry I forgot - will pay when I get in. Remind me later if not received!" :o
I texted back "Will do."
Next day I texted "Payment has not been received (name)"
Now at this point I decided I definitely wouldn't dream of working for this thoughtless and selfish person but kept it to myself.
He immediately asked for bank details and paid it and I confirmed receipt and thanked him.
Now he probably thinks he will get his windows cleaned when I'm next there. He won't.
He may ask me why and I shall tell him he doesn't fit the profile of customer I'm looking to have on my books. If he pleads I shall tell him to set up a standing order (one-off clean price) and when the money is in I will then clean them. He won't I feel sure.
But I'm not getting wound up. Thoughts of a toothpick in his lock are dismissed and perspective is sought.
;D
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Sometimes you can spot it in their enquiry.
I got this enquiry on watts app of all things.
(http://www.cleanitup.co.uk/smf/1533481603_aviary-image-1533481535831.jpeg)
Funny enough, I haven't heard back. Some think we are so desperate for work or money that we can fit any request in with their time frame.
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I have been doing this job for 26 years now, I guess I have just learned from experience that when you have a push for extra work, you will get a percentage of messers. of course it is annoying, but I accept its just part of the territory.
these days I just cant be bothered to argue the toss as it is just pointless. I prefer to save my breath and put the energy into replacing that customer, after all we all know its about numbers... I also like to remind myself that I earn the same as someone who has had to go to uni, but can be working in a very stressfull job with targets etc , and a boss to answer to .
we are after all just window cleaners. this job can bring great working hours, great pay, we get out what we put in!
another thing that helps me , is my partners job. she is a renal nurse . she is working today, but has phoned me during her break . she has had an awful shift today. a 40 yr old patient that she has been treating with a 5 month old baby has died this afternoon.
he blead to death from his condition. this has upset her even though she has been a nurse for 28 years.
so I guess this helps me keep things in perspective
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I have been doing this job for 26 years now, I guess I have just learned from experience that when you have a push for extra work, you will get a percentage of messers. of course it is annoying, but I accept its just part of the territory.
these days I just cant be bothered to argue the toss as it is just pointless. I prefer to save my breath and put the energy into replacing that customer, after all we all know its about numbers... I also like to remind myself that I earn the same as someone who has had to go to uni, but can be working in a very stressfull job with targets etc , and a boss to answer to .
we are after all just window cleaners. this job can bring great working hours, great pay, we get out what we put in!
another thing that helps me , is my partners job. she is a renal nurse . she is working today, but has phoned me during her break . she has had an awful shift today. a 40 yr old patient that she has been treating with a 5 month old baby has died this afternoon.
he blead to death from his condition. this has upset her even though she has been a nurse for 28 years.
so I guess this helps me keep things in perspective
Great post James. It’s just friggin cleaning windows. It’s not life or death.
I thought I might get ripped to shreds on this thread but I’ve genuinely learned loads.
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I have been doing this job for 26 years now, I guess I have just learned from experience that when you have a push for extra work, you will get a percentage of messers. of course it is annoying, but I accept its just part of the territory.
these days I just cant be bothered to argue the toss as it is just pointless. I prefer to save my breath and put the energy into replacing that customer, after all we all know its about numbers... I also like to remind myself that I earn the same as someone who has had to go to uni, but can be working in a very stressfull job with targets etc , and a boss to answer to .
we are after all just window cleaners. this job can bring great working hours, great pay, we get out what we put in!
another thing that helps me , is my partners job. she is a renal nurse . she is working today, but has phoned me during her break . she has had an awful shift today. a 40 yr old patient that she has been treating with a 5 month old baby has died this afternoon.
he blead to death from his condition. this has upset her even though she has been a nurse for 28 years.
so I guess this helps me keep things in perspective
Great post James. It’s just friggin cleaning windows. It’s not life or death.
I thought I might get ripped to shreds on this thread but I’ve genuinely learned loads.
we all feel frustrated mate, we all get it. when we do a push to expand we put so much effort in, and it can become like an obsession. lol .
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It all boils down to "pride". I really need to address it. :'(
"Pride only hurts, it never helps".
Marcellus Wallace.
And you mention perspective on t'other section. Get some.
Go and visit someone in hospital or a home.
And we all know what happened to Marcellus.
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It all boils down to "pride". I really need to address it. :'(
"Pride only hurts, it never helps".
Marcellus Wallace.
And you mention perspective on t'other section. Get some.
Go and visit someone in hospital or a home.
And we all know what happened to Marcellus.
It wasn't just his pride that got hurt.
But he had no reason to feel ashamed; he did nowt wrong and it doesn't help.
Anyway, only he and Butch knew about it and Butch had to do one.
"There is no me and you, not no more....."
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“Who’s Zed?”
“Zed’s dead baby, Zed’s dead.....”
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I thought that line is in the scene when marcellus is telling butch his ass is going down in the third . Could be mistaken not seen it in ages . But with these customers that annoy you , just " get some homies with blow torches and pliers , and get medieval on there asses "
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" pride only hurts it never helps " line I mean .
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" pride only hurts it never helps " line I mean .
It is. But it was the fifth ;D. And it wasn't homies :-X.
Slacky brought up that scene.
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Ha ha. Glad you brought that up griff . Made me watch it again . " gunna get me some hard pipe hitting :-X"
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Some customers lie, some have no loyalty. Don't take window cleaning to heart, run it as a business after all that's exactly what it is and nothing more. It's a means to pay the bills with a bit of flexibility being self employed. I price all customers at the same rate regardless of the house style, shape, how big or small it is, they all work out the same value. Don't do add ons or favours. After 20 years I just treat it as a business and don't take things personally. You lose some , you win some, just keep doing what you're doing and don't let bad debts ruin your health, it's not worth