Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: jay moley on July 17, 2019, 02:15:47 pm
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I'm finding that customers are increasingly saying no to the dates I clean their houses.
At the moment I send a text to most of my customers and quite a few are coming back saying it's not convienient.
Because I'm not at full capacity (5 days a week) I can kinda shuffle them but it winds me up.
I also can see that in the future when at full capacity it's going to be an issue as they've got used to having it when it suits them.
I know most will say don't bend to them but I can't afford to lose customers right now.
I can't see a solution really apart from telling them to lump it or leave it when I'm at full capacity.
I think one of the problems with growing a round is you're desperate so take on this kind on customers and put up with their sh*t.
I also think the world has changed where customers expect everything immediately and on their terms.
Rant over
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When you text customers it automatically gives them a chance to cancel. Unless there is going to be a problem with locked gates I don't text customers, I just turn up...
If they're not providing a genuine reason for cancelling I would suggest you double the cleaning interval (eg: 4 weekly to 8 weekly) but charge 25% extra. Explain to them that they will be saving over the course of the year (and you will be increasing your hourly rate) so it's a win win!
If they continue to cancel it's really time to drop them!
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"No problem love. See you next month."
If it happens more than once in a year, time to consider replacing them.
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Don’t txt them when you are coming we never have done , we only take on work where access isn’t a problem so there is no need to contact the customer , if we turn up and they are decorating etc then no problem missing a clean any non genuine reason is an instant dump , no shortage of work out there we will not be messed around by people end off
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You are letting them get away with it and they will keep doing it if you don't train or educate them.
If they it's not convenient, just text back that you have to keep the round in the right order to keep prices as low as possible to exclude any addidtion travel charges. Will move it to next month when back in the area. They will then probably reduce their skips.
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Put a foot note to the text, something like.
Your custom is my income, thank you for your custom.
People just don’t think
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Also, use text local. No replies.
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See ya !
You can’t carry on like that because you will have a round full of people that all the other windies have dumped .
I never txt or even give them a next clean date , if they ask I just say 4 to 5 weeks weather dependant , they have no clue ;D
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It can be hard when your building a round up and you feel caught between a rock n a hard place. In one hand you can't wait to get rid of them, but in the other you need them ???
My advice would be to press forward as you mean to go on. Don't wait until you are at full capacity before you nip this in the bud. It's a confidence thing!
What's not convenient for them? If you feel these are poor excuses then set your stall out. Simply let them know the situation. Ie:
"Unfortunately I schedule my work per day, per week and I can appreciate this may not be convenient for you but you will be pleased to know you don't have to be present when I'm cleaning your windows. However I am happy to reschedule for 4wks time when Im back in the area, but due to extra work required there would be a 25% sur charge added.
Or I can stick to schedule and clean tomorrow at normal charge."
Ive found in the past, that this works as they say OK, just do it as usual then.
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Don’t txt them when you are coming we never have done , we only take on work where access isn’t a problem so there is no need to contact the customer , if we turn up and they are decorating etc then no problem missing a clean any non genuine reason is an instant dump , no shortage of work out there we will not be messed around by people end off
I can't believe that you can build a round these days without access being an issue for st least 50% of customers.
Easier to turn people down when you have a full round than when building one.
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See ya !
You can’t carry on like that because you will have a round full of people that all the other windies have dumped .
I never txt or even give them a next clean date , if they ask I just say 4 to 5 weeks weather dependant , they have no clue ;D
Again difficult when you're building a round.
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Where the modded do you all work where people have no access issues?
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It can be hard when your building a round up and you feel caught between a rock n a hard place. In one hand you can't wait to get rid of them, but in the other you need them ???
My advice would be to press forward as you mean to go on. Don't wait until you are at full capacity before you nip this in the bud. It's a confidence thing!
What's not convenient for them? If you feel these are poor excuses then set your stall out. Simply let them know the situation. Ie:
"Unfortunately I schedule my work per day, per week and I can appreciate this may not be convenient for you but you will be pleased to know you don't have to be present when I'm cleaning your windows. However I am happy to reschedule for 4wks time when Im back in the area, but due to extra work required there would be a 25% sur charge added.
Or I can stick to schedule and clean tomorrow at normal charge."
Ive found in the past, that this works as they say OK, just do it as usual then.
Thanks Nathan
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You are letting them get away with it and they will keep doing it if you don't train or educate them.
If they it's not convenient, just text back that you have to keep the round in the right order to keep prices as low as possible. Will move it to next month when beck in the area. They will then probably reduce their skips.
Thanks, good advice. Will try this.
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Don’t txt them when you are coming we never have done , we only take on work where access isn’t a problem so there is no need to contact the customer , if we turn up and they are decorating etc then no problem missing a clean any non genuine reason is an instant dump , no shortage of work out there we will not be messed around by people end off
We have several hundred customers and not a single access issue as I have dumped all those jobs , we do how ever have keys to some larger properties and key codes to gates etc ,when quoting if access is going to be a problem or need the customers input in some way I suggest we are not the company for them and walk away we have no shortage of work and constantly have new enquires so no need to take on awkward work
I can't believe that you can build a round these days without access being an issue for st least 50% of customers.
Easier to turn people down when you have a full round than when building one.
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See ya !
You can’t carry on like that because you will have a round full of people that all the other windies have dumped .
I never txt or even give them a next clean date , if they ask I just say 4 to 5 weeks weather dependant , they have no clue ;D
Again difficult when you're building a round.
It might take longer to build it but it will be good no problem customers surely that’s what you want ????
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Where the modded do you all work where people have no access issues?
ive noticed more and more customers are locking their gates,also certain posher/larger stand alone accounts like a "courtesy text" the night before so they know im coming rather than just turning up out of the blue.....
if the customer has a good reason(like building work/on holiday and gates locked for example)then fair enough ill skip them until next time their due or reschedule them if their stand alones for next week or the week after.....
"not convenient" is not a good enough excuse im afraid.same as "it looks like its going to rain tomorrow so can we leave them this month?" OR "they still look clean they dont need doing this time can we resume next month instead?"DUMPED!!
YOU DONT WANT THESE SORTS OF CUSTOMERS ON YOUR ROUND!
ive always dumped these sorts of customers.....its never stopped me from building up a profitable round......
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Where the modded do you all work where people have no access issues?
You need to be selective with the areas you choose to work in , don’t just accept any properties, there are areas in my town I know have access issues if I get an enquiry from that area it’s ime sorry we don’t cover that area , then they will phone someone like you and you take the job on 😂😂, itvwill take longer to build a round but it’s worth it in the end . When I started I was like you took on most jobs but I quickly realised that I was wasting valuable time messing about trying to get into back gardens climbing over roofs all fir what , nothing as I was not charging fir the extra time and hassle , so now I am selective what work we take on and now we have no access issues at all , should a good job become a problem I talk to the customer if it cannot be resolved in our favour I thank them fir there custom and move on it’s buisness after all .
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Access issues, dog poo gardens, skippers, etc happen to us all when building. As you grow you refine, there's nothing else to it.
If you can't afford to lose them now then wait until you can and dump them.
I don't take on poor access or any work that I know will get on my breasts. I had one yesterday new job, agreed all the price and frequency etc then at the last minute she said oh you might have to knock on next doors to get access as you need to go through their garden. Its not a job I want, I don't want to be relying on next door being in to be able to clean their windows.
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I accept that a lot of this is my own problem for not being tougher early on. I just find it hard to turn work down when I'm still building my round.
I maintain that people seem to want more control now. I think our culture has become more customer service driven where the customer is more in control. I've noticed this since I started. Less wanted texts before.
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"No problem love. See you next month."
If it happens more than once in a year, time to consider replacing them.
Saying this gives them "permission".
When it happens the second time do you have a chat with them?
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I accept that a lot of this is my own problem for not being tougher early on. I just find it hard to turn work down when I'm still building my round.
I maintain that people seem to want more control now. I think our culture has become more customer service driven where the customer is more in control. I've noticed this since I started. Less wanted texts before.
You aren't doing anything wrong mate it's normal.
There's 2 ways to build a round imo.
1. You be selective from the off, high prices, only take go cardless, pick and choose certain jobs with access issues etc.
2. Take on everything, some poorer access, some lower priced etc.
Number 1 takes you a lot longer to get full but gives you a cream round.
Number 2 gets you out earning money, and soon as full then you start refining and only taking on the best work.
Which way you go is up to you, personally if starting out from scratch I would rather be out earning money than sat at home waiting for the perfect customer to come along.
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Don't worry about it. But from this point onwards with new customers set your stall out beforehand. Cover all the details such as telling them you don't accept doorstep cancellations or you don't text beforehand or you work in (light) rain and that they must (if it's what you want) let you lean over and unbolt/ give you the code/ let you use your gate ladders.
As the round fills up look at your books and decide which customers are becoming a PITA to you and how YOU like to work.
Try and educate them by explaining why it is important for them to compromise. If they won't then dump them.
Years ago someone on here said the solution to your problems is too much work because when you have too much work you can gradually cull those that aren't top notch.
There are customers who value spot on regularity and good work. If that is what you offer then you will naturally keep those customers and drop the rest over the years.
Good luck.
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nice post GOLD
its really important that you do what is best for you - many of the suggestions are great but coming from the perspective of those who have cleaned for years many not require the work as much as you do.
I don't think its so much you get dross or messers early on but the fact many 'sense' your new and that you can be plyable - as you go on your natural confidence will shine through and people are less likely to skip or mess you around
unlike most - my customers are given a next clean date - they are always cleaned on the same day of the week 4 or 8 weeks apart - I run through this with them, I also check access and its agreed that we get a key or code or the gate is left with a draw bolt on only - we DONT climb over locked gates and 50% is charged for front only - these days no one bats an eyelid at this - I am lucky that we are rural and only about 1 in 10 actually has a bolt on the gate and something like 1 in 50 has a lock
Darran
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I accept that a lot of this is my own problem for not being tougher early on. I just find it hard to turn work down when I'm still building my round.
I maintain that people seem to want more control now. I think our culture has become more customer service driven where the customer is more in control. I've noticed this since I started. Less wanted texts before.
obviously the customer is in control and can get rid of you whenever they want BUT they have to toe the line to a certain extent and fit in with MY schedule NOT theirs if they want their windows cleaning regularly....
most decent customers realise this and are no trouble at all.....
confidence has already been mentioned is key.....
also what is your text message you send customers the night before?you not asking them are you?mine is
"hi mrs smith,ill be calling to clean your windows tomorrow so can you leave side gate unlocked for me if out.many thanks.Darren."
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I accept that a lot of this is my own problem for not being tougher early on. I just find it hard to turn work down when I'm still building my round.
I maintain that people seem to want more control now. I think our culture has become more customer service driven where the customer is more in control. I've noticed this since I started. Less wanted texts before.
obviously the customer is in control and can get rid of you whenever they want BUT they have to toe the line to a certain extent and fit in with MY schedule NOT theirs if they want their windows cleaning regularly....
most decent customers realise this and are no trouble at all.....
confidence has already been mentioned is key.....
also what is your text message you send customers the night before?you not asking them are you?mine is
"hi mrs smith,ill be calling to clean your windows tomorrow so can you leave side gate unlocked for me if out.many thanks.Darren."
Yeah telling them we're coming to clean, not asking them.
Maybe I'm getting my knickers in a twist over this.
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I accept that a lot of this is my own problem for not being tougher early on. I just find it hard to turn work down when I'm still building my round.
I maintain that people seem to want more control now. I think our culture has become more customer service driven where the customer is more in control. I've noticed this since I started. Less wanted texts before.
Sounds like you have a few crappers as you wouldn’t have started this thread in all honesty I would weed them out now as every time you txt them you will be thinking are they or are they not going to cancel? it will grind at you in the end whether you are building a round or full to capacity .
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I accept that a lot of this is my own problem for not being tougher early on. I just find it hard to turn work down when I'm still building my round.
I maintain that people seem to want more control now. I think our culture has become more customer service driven where the customer is more in control. I've noticed this since I started. Less wanted texts before.
Sounds like you have a few crappers as you wouldn’t have started this thread in all honesty I would weed them out now as every time you txt them you will be thinking are they or are they not going to cancel? it will grind at you in the end whether you are building a round or full to capacity .
I think you're right mate.
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I accept that a lot of this is my own problem for not being tougher early on. I just find it hard to turn work down when I'm still building my round.
I maintain that people seem to want more control now. I think our culture has become more customer service driven where the customer is more in control. I've noticed this since I started. Less wanted texts before.
obviously the customer is in control and can get rid of you whenever they want BUT they have to toe the line to a certain extent and fit in with MY schedule NOT theirs if they want their windows cleaning regularly....
most decent customers realise this and are no trouble at all.....
confidence has already been mentioned is key.....
also what is your text message you send customers the night before?you not asking them are you?mine is
"hi mrs smith,ill be calling to clean your windows tomorrow so can you leave side gate unlocked for me if out.many thanks.Darren."
Yeah telling them we're coming to clean, not asking them.
Maybe I'm getting my knickers in a twist over this.
Jay people who lock their gates do it because it makes them feel secure, they probably leave it to the last minute and in the rush to get the kids out to school and themselves out to work they forget to unlock them, when starting out I had too much time on my hands and too much money invested in my business to turn work away, I got a multi position ladder to get me over the gates and got on with it, I dont do it now not because I no longer need to, confidence has nothing to do with it.
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I accept that a lot of this is my own problem for not being tougher early on. I just find it hard to turn work down when I'm still building my round.
I maintain that people seem to want more control now. I think our culture has become more customer service driven where the customer is more in control. I've noticed this since I started. Less wanted texts before.
We have a A Frame step ladder and are able to straddle virtually all our customer's locked rear gates.
It eleminates the need for texts to leave gates unlocked.
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I never text customers, only a few that need backs gates opened.
Just don’t text unless you absolutely need to for access. That solves it!
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I never text customers, only a few that need backs gates opened.
🥴 you either never txt or you do txt but you can’t do both 😂
Just don’t text unless you absolutely need to for access. That solves it!
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I accept that a lot of this is my own problem for not being tougher early on. I just find it hard to turn work down when I'm still building my round.
I maintain that people seem to want more control now. I think our culture has become more customer service driven where the customer is more in control. I've noticed this since I started. Less wanted texts before.
We have a A Frame step ladder and are able to straddle virtually all our customer's locked rear gates.
It eleminates the need for texts to leave gates unlocked.
I use a A frame too, I can get over gates in seconds, no hassle :)
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nice post GOLD
its really important that you do what is best for you - many of the suggestions are great but coming from the perspective of those who have cleaned for years many not require the work as much as you do.
I don't think its so much you get dross or messers early on but the fact many 'sense' your new and that you can be plyable - as you go on your natural confidence will shine through and people are less likely to skip or mess you around
unlike most - my customers are given a next clean date - they are always cleaned on the same day of the week 4 or 8 weeks apart - I run through this with them, I also check access and its agreed that we get a key or code or the gate is left with a draw bolt on only - we DONT climb over locked gates and 50% is charged for front only - these days no one bats an eyelid at this - I am lucky that we are rural and only about 1 in 10 actually has a bolt on the gate and something like 1 in 50 has a lock
Darran
Hey Darran,
Don't you ever get rained off? Surely you don't send your lads out if it's lashing down and blowing a gale?
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I send a few texts to ask for the gates to be unlocked. The rest are easily reached with an A frame ladder and a pole with a 6" squeegee on the end - great for unbolting and lifting floor bolts. Any that I can't access are done fronts only at 50% of the price. The text tends to be along the lines of "I'm on your street tomorrow, could you leave your gate unlocked for me please". If anyone asks me to leave it this month then that's strike one. They don't get a second strike, just straight to the bin. As has been said lots of time before, if you let someone think it's an as-and-when service they'll have you dancing to their tune and making it harder for you to make a living. It's your business not theirs and when your round is established they are very easy to replace.
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I accept that a lot of this is my own problem for not being tougher early on. I just find it hard to turn work down when I'm still building my round.
I maintain that people seem to want more control now. I think our culture has become more customer service driven where the customer is more in control. I've noticed this since I started. Less wanted texts before.
We have a A Frame step ladder and are able to straddle virtually all our customer's locked rear gates.
It eleminates the need for texts to leave gates unlocked.
Yes.
But a text eliminates the need to get a Ladder out of the van and straddle over gates ;D
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I accept that a lot of this is my own problem for not being tougher early on. I just find it hard to turn work down when I'm still building my round.
I maintain that people seem to want more control now. I think our culture has become more customer service driven where the customer is more in control. I've noticed this since I started. Less wanted texts before.
We have a A Frame step ladder and are able to straddle virtually all our customer's locked rear gates.
It eleminates the need for texts to leave gates unlocked.
Yes.
But a text eliminates the need to get a Ladder out of the van and straddle over gates ;D
Yes it does but it can also result in not today thanks as the op has experienced .
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"No problem love. See you next month."
If it happens more than once in a year, time to consider replacing them.
Saying this gives them "permission".
When it happens the second time do you have a chat with them?
Depends on a few factors. If a customer is getting to the point that they're becoming economically unviable (not sure that's a word but you know what I mean), then yes, we explain that to them. Normally we'll push to change the schedule.
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I accept that a lot of this is my own problem for not being tougher early on. I just find it hard to turn work down when I'm still building my round.
I maintain that people seem to want more control now. I think our culture has become more customer service driven where the customer is more in control. I've noticed this since I started. Less wanted texts before.
We have a A Frame step ladder and are able to straddle virtually all our customer's locked rear gates.
It eleminates the need for texts to leave gates unlocked.
Yes.
But a text eliminates the need to get a Ladder out of the van and straddle over gates ;D
Yes it does but it can also result in not today thanks as the op has experienced .
It can and it does.
Id rather get a not today than struggle over half of the gates
each to their own, i prefer a text reminder as prefer just to open the gate as opposed to exerting myself and faffing about with ladders.
The solution to skippers is get a bit more work on each day than you need and you`ll never go short again.
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I accept that a lot of this is my own problem for not being tougher early on. I just find it hard to turn work down when I'm still building my round.
I maintain that people seem to want more control now. I think our culture has become more customer service driven where the customer is more in control. I've noticed this since I started. Less wanted texts before.
We have a A Frame step ladder and are able to straddle virtually all our customer's locked rear gates.
It eleminates the need for texts to leave gates unlocked.
Yes.
But a text eliminates the need to get a Ladder out of the van and straddle over gates ;D
Yes it does but it can also result in not today thanks as the op has experienced .
It can and it does.
Id rather get a not today than struggle over half of the gates
each to their own, i prefer a text reminder as prefer just to open the gate as opposed to exerting myself and faffing about with ladders.
The solution to skippers is get a bit more work on each day than you need and you`ll never go short again.
We wouldn’t txt the customer but if there is access issues we wouldn’t take the job on unless we had a key or gate code end of don't have time to be mucking about climbing over gates etc there is enough easy work out there there is no need to take on this type of customer as far as Ime concerned
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Jay
If it were me, and I was starting from scratch, I would:
1. Keep these customers. If you bin them, then you won't earn anything more out of them.
If you keep them and next time round only half want it done, then it's still money you wouldn't have had.
Keep them until you can afford to bin them off.
2. More importantly, change YOUR attitude, DON'T take it personally!
The reason these people are a problem is because YOU are letting them be a problem.
They are just numbers and addresses in a book that could potentially earn you money.
Yes, you did a good a first clean, gave them a good price and made sure they were happy with your work...and now you feel they've let you down.
Welcome to window cleaning ;D
Think positive, think how you can use these crappy customers to your advantage (possible rainy day, when a decent custy may whinge, or on a Saturday where everyone is home and you may get 2 other enquiries from people seeing you in the same street).
You have to be positive; the hour you've spent getting annoyed and coming on here, you could have been out canvassing and leafleting.
Get it sorted!
Having said all that I still get annoyed with custys; (poxy stick on bird feeders) what's all that about! ;D
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nice post GOLD
its really important that you do what is best for you - many of the suggestions are great but coming from the perspective of those who have cleaned for years many not require the work as much as you do.
I don't think its so much you get dross or messers early on but the fact many 'sense' your new and that you can be plyable - as you go on your natural confidence will shine through and people are less likely to skip or mess you around
unlike most - my customers are given a next clean date - they are always cleaned on the same day of the week 4 or 8 weeks apart - I run through this with them, I also check access and its agreed that we get a key or code or the gate is left with a draw bolt on only - we DONT climb over locked gates and 50% is charged for front only - these days no one bats an eyelid at this - I am lucky that we are rural and only about 1 in 10 actually has a bolt on the gate and something like 1 in 50 has a lock
Darran
Hey Darran,
Don't you ever get rained off? Surely you don't send your lads out if it's lashing down and blowing a gale?
very rare to be rained off out this way - it does happen - but we have always been back upto date within 2 to 3 days - no need to work in the rain
as per post locked gates are few and far between here
Darran
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Jay
If it were me, and I was starting from scratch, I would:
1. Keep these customers. If you bin them, then you won't earn anything more out of them.
If you keep them and next time round only half want it done, then it's still money you wouldn't have had.
Keep them until you can afford to bin them off.
2. More importantly, change YOUR attitude, DON'T take it personally!
The reason these people are a problem is because YOU are letting them be a problem.
They are just numbers and addresses in a book that could potentially earn you money.
Yes, you did a good a first clean, gave them a good price and made sure they were happy with your work...and now you feel they've let you down.
Welcome to window cleaning ;D
Think positive, think how you can use these crappy customers to your advantage (possible rainy day, when a decent custy may whinge, or on a Saturday where everyone is home and you may get 2 other enquiries from people seeing you in the same street).
You have to be positive; the hour you've spent getting annoyed and coming on here, you could have been out canvassing and leafleting.
Get it sorted!
Having said all that I still get annoyed with custys; (poxy stick on bird feeders) what's all that about! ;D
Some good points, cheers.
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It's not normal to NOT get paid for a first clean though.....
It's never happened to me in 26 yrs of window cleaning
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It's not normal to NOT get paid for a first clean though.....
It's never happened to me in 26 yrs of window cleaning
Not everyone looks like a bouncer like you daz ;D
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I send a few texts to ask for the gates to be unlocked. The rest are easily reached with an A frame ladder and a pole with a 6" squeegee on the end - great for unbolting and lifting floor bolts. Any that I can't access are done fronts only at 50% of the price. The text tends to be along the lines of "I'm on your street tomorrow, could you leave your gate unlocked for me please". If anyone asks me to leave it this month then that's strike one. They don't get a second strike, just straight to the bin. As has been said lots of time before, if you let someone think it's an as-and-when service they'll have you dancing to their tune and making it harder for you to make a living. It's your business not theirs and when your round is established they are very easy to replace.
garden hoes are best for gate bolts
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I use a pole with a gutter profile tool. Works nicely. You can even get the bolt back in after!
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I use a pole with a gutter profile tool. Works nicely. You can even get the bolt back in after!
I can't imagine that. More description please?