Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: AuRavelling79 on May 23, 2019, 08:05:13 pm
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From an average solid, reliable (8 weekly) custy since at least 2014 ... the windows were cleaned a week ago.
"Hi Malcom, I have just paid £17 into your account but wanted you to know that we were a bit disappointed with the last clean, the downstairs looked great but the upstairs had lines all the way down and the landing window didn't look like it had been done at all, I hate to complain as you normally do such a great job but thought I would make you aware of it.
Regards
(Name)
(Address)"
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From an average solid, reliable (8 weekly) custy since at least 2014 ... the windows were cleaned a week ago.
"Hi Malcom, I have just paid £17 into your account but wanted you to know that we were a bit disappointed with the last clean, the downstairs looked great but the upstairs had lines all the way down and the landing window didn't look like it had been done at all, I hate to complain as you normally do such a great job but thought I would make you aware of it.
Regards
(Name)
(Address)"
id go back and reclean without hesitation.........
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From an average solid, reliable (8 weekly) custy since at least 2014 ... the windows were cleaned a week ago.
"Hi Malcom, I have just paid £17 into your account but wanted you to know that we were a bit disappointed with the last clean, the downstairs looked great but the upstairs had lines all the way down and the landing window didn't look like it had been done at all, I hate to complain as you normally do such a great job but thought I would make you aware of it.
Regards
(Name)
(Address)"
I would go back to check it to see what the problem was, and clean again if necessary.
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Mate , go back and re clean. Just apologise and say you’ll be back tomorrow to re clean
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as above - no excuses - no slopey shoulders blaming it on druids doing a rain dance etc...
full re-clean straight away. and thank them for posting out the error and you will be checking the equipment and water quality
Darran
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Yep, I'm with everyone else on this one. You ain't said they have been problematic customers, but good customers for a long time. It can be a genuine mistake or something and so I would go back.
I had one kinda similar. Been cleaning for a good customer for a while and she asked me to clean her daughters as a one off. Her daughter can't afford the price of a regular clean and the mum can't keep paying but the daughter had some work done and it needed tidying. The mum was paying.
I did a cracking job on the house, frames n stone (but painted sills) were mingling. I texted the mum to say all done etc but later in the day I had a call from mum asking if been done as daughter couldn't tell as some bird muck was on the window. I was fuming and went round, to see the daughter on way back from work. I still couldn't see anything up and the daughter came out, apologised as she could tell windows n frames are clean etc, ut she noticed the bird poop!
When she pointed it out I could see it. But, if you stood facing the window as if cleaning it, you couldn't see it. She even acknowledged this, we had a laugh, cleaned it again and all was good. But a genuine mistake from me
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I'd stab the customer's dog in the neck.
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Actually, no, I'd call around, have a look and re-clean if necessary.
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Re-clean soon as. I'd be really curious to see what they looked like.
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Whenever I get a call from a customer expressing disappointment in the quality of my work, I go back as soon as possible. I ask them to point out the problem window(s), and if said window(s) need a re-clean, I do it/them. No charge, no fuss, but grateful that the customer was honest enough to tell me and not everybody he/she knows!
John
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I'd grin and bear it, go out and reclean. Been there last month with the new guy, took him out (one hour of my time)... OK its the oil off the trees.... Reclean learn everyone is good....
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After staring angrily at myself in the mirror for a good hour, I would slap myself until my cheeks were red, followed by a good back whipping.
Once I'd finished chastising myself then I'd go on to question the mental state of the customer. Afterall, how could a completely sane, perfect specimen of a human being, such as myself, make a mistake?
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Explain you haven't got a hot water system and you're in need of a break to Mexico?
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I'm deeply disappointed in my fellow forum members in that not one of you has suggested I do a flounce.
I immediately texted her back ...
Me "I'll come and redo."
Her: "Thank you so much. I do appreciate it!
Me: "Any particular upstairs windows or all?"
Her:"The front ones and the landing, not too sure about the back as I'm not there to be honest x"
So I went and looked and was round there within fifteen minutes of getting the text and although I couldn't see anything from the ground I re-cleaned the whole house - these are UPVC over ten years old - so I just re-cleaned the lot being extra careful. Then I texted her ...
Me: "Redone all house windows and doors; I couldn't see anything obvious from the ground outside and hope all dries to your satisfaction. If not call me back. Sorry you had to get me back."
Her: "Thanks so much"
Me: "Least I could do!"
Anyway that was at about 3.30 so unless she is too embarrassed to ask me back yet again, that should be it.
The only thing I can think of is that seals are starting to perish and run but they are "white" seals which in my experience are not nearly as bad as black seals for runs. Maybe the units are breaking down? I dunno - strange really that it is all the upstairs and not the bottoms.
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Yep it's normally the bottom windows that are the problem first. Nothing done on the roof recently? Maybe even the insides that need doing.
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Yep it's normally the bottom windows that are the problem first. Nothing done on the roof recently? Maybe even the insides that need doing.
Quite possibly - but as no one was home and it's only 2 miles away I "just went and did".
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In the early days, I got a customer who cancelled when I went for payment later that evening, I asked why? Hope its not the service etc etc and was told about a window I had missed. Fair enough, but I didn't know it was there and the customer had non of it. I'm a window licker trying it on bla bla bla.
So fast forward many years to now, that if a customer informs me and In a nice manner (as per my previous post) I'm grateful that I've been given the chance to rectify or at least see what the problem is and given the benefit of the doubt rather than instantly just being fired
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I’d have went out and bought a Grippatank hot water system. That solved all my problems. No call backs since.
;D
I jest.
I’d actually have put ladders up to have a closer look at the windows to be honest.
Whenever I’ve had a complaint I’ve always wanted to have an answer as to “why”. Then that prevents future issues.
Almost every time I’ve done that, I’ve been able to see it was marks on the inside, or in one case recently I was called back..........
Custard: Can you squeegee the ground floor windows this time? Last time they were really spotty.....
Me: we use a pure water system bla bla bla but please let me know if there’s ever an issue and I’ll come back and sort it.
Custard : ok.
When I was there cleaning this time I noticed they had their drive jet washed and the downstairs windows had been well And truly splashed.
Sometimes we give custards too much credit that they are sensible and logical. After all, we’re jkst window cleaners, they should be the smart ones. Unfortunately this isn’t always the case.
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I’d have went out and bought a Grippatank hot water system. That solved all my problems. No call backs since.
;D
I jest.
I’d actually have put ladders up to have a closer look at the windows to be honest.
Whenever I’ve had a complaint I’ve always wanted to have an answer as to “why”. Then that prevents future issues.
Almost every time I’ve done that, I’ve been able to see it was marks on the inside, or in one case recently I was called back..........
Custard: Can you squeegee the ground floor windows this time? Last time they were really spotty.....
Me: we use a pure water system bla bla bla but please let me know if there’s ever an issue and I’ll come back and sort it.
Custard : ok.
When I was there cleaning this time I noticed they had their drive jet washed and the downstairs windows had been well And truly splashed.
Sometimes we give custards too much credit that they are sensible and logical. After all, we’re jkst window cleaners, they should be the smart ones. Unfortunately this isn’t always the case.
Absolutely right! It reminds me of a customer who I ended up dumping.
The hubby would wash his car weekly on drive with his karcher. Boys n their toys, he would notice the hanging baskets hanging over the bay windows and blast them and the windows. So every time I went, it would be nath, can you get the water marks of this time. I kept telling them I use special filtered water that's why I can leave it on the windows but you can't blast normal tap water and leave it. After a couple more months ofthe idiot doing this, I let them know that I've constantly told them and now he can continue to clean his own windows in the same manner
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I did think about going when she or her husband were home and checking thoroughly, but as never a word of complaint or payment not forthcoming in over five years I had a feeling that "it wasn't really my fault" - see Chris Turner's post above ;D - but I'd go the extra mile and be done with it.
I sent her this about half an hour ago ...
Hi (name)
I hope the windows came up well. If not don't feel awkward about letting me know as i'd like to get to the bottom of it.
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last time i had a call back was around 3 years ago.....one upper window......it has a top dodgy rubber seal which i usually avoid when rinsing,i must have caught it with some water this time resulting in spotting lines down the window,it looked awful!even from the ground.......
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I would say 99% of the time it’s been dirty insides to the customers embarrassment ;D
Also had the watering hanging basket issue - their argument was “well you just use water - don’t you” - gahhhh ::)roll
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Reply came back - with another kiss! :-*
Hi sorry Malcome (does no one know how to spell Malcolm? ;D) for not replying sooner - all good thanks x
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Reply came back - with another kiss! :-*
Hi sorry Malcome (does no one know how to spell Malcolm? ;D) for not replying sooner - all good thanks x
Let me translate.........
Hi sorry Malcolm, the windows looked the same! Terrible! Then I went upstairs in disbelief, rubbed the inside window and realised it was me all along who left it steaky with my stupid Karcher vac thingamy Bob.
But to save embarrassment I will pretend that you fixed your error.
Thanks again.
;D
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Reply came back - with another kiss! :-*
Hi sorry Malcome (does no one know how to spell Malcolm? ;D) for not replying sooner - all good thanks x
Let me translate.........
Hi sorry Malcolm, the windows looked the same! Terrible! Then I went upstairs in disbelief, rubbed the inside window and realised it was me all along who left it steaky with my stupid Karcher vac thingamy Bob.
But to save embarrassment I will pretend that you fixed your error.
Thanks again.
;D
Quite possibly. ;D ;D ;D
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Either call back or if its really out of the way i would apologise and offer to do the next one free (which before anyone says dont do free cleans is exactly what you going back to re-clean is anyway)
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Either call back or if its really out of the way i would apologise and offer to do the next one free (which before anyone says dont do free cleans is exactly what you going back to re-clean is anyway)
Although it sounds like a good idea ( cleaning next one for free) , I don’t think it would sit well with the customer. They’ve just paid £17 and their windows will be p!ssing them off every time they look out for the next month.... which could result in a cancellation imo
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I'm calling back to one I did for the first time yesterday ( daughter of long standing customer ). Problem was it was so hard to see whether the first floor was clean enough due to stickers and grubby hand prints in her kids room on the inside. :D Needless to say I shall be arranging a time she is home next week so I can assess for myself. Happens rarely but its all part of the job.
#should have invested in a 5k hot water system doh :'(
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Either call back or if its really out of the way i would apologise and offer to do the next one free (which before anyone says dont do free cleans is exactly what you going back to re-clean is anyway)
Although it sounds like a good idea ( cleaning next one for free) , I don’t think it would sit well with the customer. They’ve just paid £17 and their windows will be p!ssing them off every time they look out for the next month.... which could result in a cancellation imo
Possibly.
But it depends how far out of your way that job is.
It could be a 2 hour round trip for my furthest work I'm not doing that for a £12 job lol I'd rather risk it
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Either call back or if its really out of the way i would apologise and offer to do the next one free (which before anyone says dont do free cleans is exactly what you going back to re-clean is anyway)
Although it sounds like a good idea ( cleaning next one for free) , I don’t think it would sit well with the customer. They’ve just paid £17 and their windows will be p!ssing them off every time they look out for the next month.... which could result in a cancellation imo
Possibly.
But it depends how far out of your way that job is.
It could be a 2 hour round trip for my furthest work I'm not doing that for a £12 job lol I'd rather risk it
Lol fair enough , iv built my round so everything is 5 minutes away from my house
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I would rather go straight back while the window are more or less clean if you go back next time you will have to spend more time on the clean
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I once had a call back to a fairly new customer (did once before); it was a large bungalow with Georgian windows in an expensive area.
The customer wasn't in when I went back so I took a look around at the job and it looked fine to me. Maybe the odd spot here and there, but it was old wooden-framed Georgian windows.
I assumed the customer was going to be a constant pain in the arse, wanting perfection when I'm not prepared to deliver it (for what I was charging her), so I wrote a note explaining that her windows looked fine to me and pushed that and the cash (she paid by bank transfer) through her letter box.
Job jobbed as far as I was concerned.
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I had a message over the weekend from an occasional customer on a compact estate that I do that's 25 miles away. I usually just do the front windows for her. She works in the town where I live, and paid me in advance a week or so before I went to her area, which I did last Tuesday.
In a more increasing in frequency senior moment I had forgotten that she had paid me to clean all her windows, and she very tactfully messaged me to ask if I had done the backs?
Mortified, I replied that I had genuinely forgotten that she had wanted them done as well, and offered to go back on Sunday to do them for her.
Very graciously, she told me not to worry and next time I am there will be fine.
John
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Almost certainly this is the EU's fault.
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I would rather go straight back while the window are more or less clean if you go back next time you will have to spend more time on the clean
Did you think that one through lol ?
That might be the daftest thing I've read on here :D