Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Bazzy1999 on January 10, 2007, 08:03:19 pm
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Had a phone call tonight from a customer to say he doesn’t want me to clean his windows anymore not with that "watering stick" as he calls it.
The thing is im not even setup for WFP ive just finished buying the bits for it, all i done was give him a explanation wfp letter for him to read coz the next clean will be WFP.
I explained it abit with him on monday and he seemed ok about it, now 2 days on he cancels.
I wouldnt mind if he gave WFP a chance. >:(
Bazz...
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you will come accross a few like that i have lost a few customers but have gained far more than i've lost.
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I have gone wfp recently as you know.
I printed of a nice explanation leaflet for as and when required .
Not given out one yet.
Have found that just getting on with the job and explaining the pro's
i.e. getting frames cleaned , etc
the punters are more than happy.
I would say the more you tell them about it the more they have to moan.
Its a great system that works otherwise we would not have invested our £'s into it- thats what I tell my punters.
Not lost one yet !! (now i've said it )
Russ
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He said he didnt like the idea of leaving the windows wet and i said what do you do then when it rains and he just put the phone down on me.
Nevermind plenty more out there.
Bazz...
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I explained it abit with him on monday and he seemed ok about it, now 2 days on he cancels.
I wouldnt mind if he gave WFP a chance. >:(
Bazz...
He probably saw the results on his friends windows.
I've met a hell of a lot of people who've said the same.
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Russ i think you might be right and just get on with it unless anyone else has got any ideas?
Bazz...
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Squeaky...no one around here use WFP
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You will get a few customers who cannot relate to leaving windows wet to clean them.
Some can be very unreasonable about it and won't even check out whether it does a good job or not first.
Maybe just do the upstairs windows for a few times with wfp and squeegie the downstairs trad. Then after a few cleans, just do the whole lot wfp without saying anything.
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I did offer to do upstairs only as there are only 2 big windows on one of those chalet type houses but he wasnt having any of it and thats when i said "what do you do then when it rains"..
Bazz...
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Had a phone call tonight from a customer to say he doesn’t want me to clean his windows anymore not with that "watering stick" as he calls it.
The thing is im not even setup for WFP ive just finished buying the bits for it, all i done was give him a explanation wfp letter for him to read coz the next clean will be WFP.
I explained it abit with him on monday and he seemed ok about it, now 2 days on he cancels.
I wouldnt mind if he gave WFP a chance. >:(
Bazz...
Sounds par for the course Bazz. I had my largest turnaround in customers ever in the first few months of WFP. It wasn't all bad. Some new work I got because I use WFP too. Some of the work that went was my choice because the layout of some properties is a hassle for WFP users. I also lost a few jobs without knowing why so this may well have been to do with WFP.
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I did offer to do upstairs only as there are only 2 big windows on one of those chalet type houses but he wasnt having any of it and thats when i said "what do you do then when it rains"..
Bazz...
It used to bother me at first but not now. I know it works OK as I've checked a number of jobs from the inside and apart from a couple of jobs, the quality varied from acceptable to excellent. Even on the flakey jobs, I managed to get them right after a while over several cleans and lots of rinsing.
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Ive never been dumped before....... oh well, looks like ive got it all to come.
The good and the bad.
Bazz...
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Baz when I was Trad, I had one who dumped me for a wfp, so it has to work both ways.
you will gain more than you loose.
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Jeff i hope so now ive just spent £s on my setup.
Bazz...
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I did a big contract today, I would have never got, if I did it trad.
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Hi Bazz.
Dont worry about it mate. I had the same from a few when i first swiched, a few even sounded like Squeak, ::). You will loose a few because they dont like the idea of WFP but you will pick up loads more because of it.
Two ex customers that cancelled my services due to WFP were very rude, 6 months later when they saw how great the windows come up either side of them asked me to start there's again. It was a great feeling just smiling & walking off.
Macc
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It sounds like you won't win this guy over. He's got his blinkers on!
But if this occurs again, offer to do one or two windows as a free demonstration.
I had a customer who said her friend had had her windows cleaned with WFP and they had dried spotty.
I offered her the demo and the next day she called me and said when could I come back and do the rest. ;)
Steve
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I know Jeff i read your topic and a nice little job you have there and good luck on getting the museum, its stories like yours i read with pictures that made me go over to the dark side.
Bazz...
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Macc.. Ive never been dumped before thats what got up my nose and i clean the houses across the road from them so fingers crossed i will have revenge...
Spotless.. i like the sound of that just, do 1 window as a demo "why didnt i think of that" :P
Cheers guys
Bazz...
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Bazz,
I've been W/C for 20yrs in April and will be 1 Yr WFP.
The fact is ; Some don't like it wet!!! And................
It'll drive you up the wall too!!!
Walking away leaving wet thruogh windows :o :o :o :o
And you will get a few call backs because you did it wrong >:( >:(
But be honest with your customers. Don't tell them too much at first.
As for losses........I found that in the end I have lost all those "Victor Meldrews!!"
Pain in the arses who never realy respected what I did...........Pleased to see the back of em!!
Now ALL my customers can see the benefits of WFP. All get their frames done, doors washed, windows over conservatorys and slate roofs, roof lights and a few have Garage doors washed !
Stick it out...........you'll gain more than you loose
David
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OK - I swapped my customers over in batches - commercial first - no probs obviously, because they know the implications of flouting health and safety.
All had an explanation letter the month before.
Then area by area the rest of my round. Not one cancelled until...
I took it for granted that a couple of houses that I'd not leafleted would be ok. They were elderly occupants and they didn't like it - said they'd found a ladder man and I didn't even fight it because they were so blinkered. But at £6 per house (2 council semi's adjoining each other) I was glad to be shot of them.
Oh...
And one leaky georgian sliding sash place which went as well.
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David.. "20 years wow" Ive only been w/c for 2 years so ive still got loads to learn.
I allways clean the frames and the doors so there be no difference there but WFP should clean the frames better.
Bazz...
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So how do you guys get on with flacky paint coz ive got a few of them.
Bazz...
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I've quite a few like that, give the frames more attension rincing all the time, i turned my water up on these the first few times but they do come good with the extra effort.
Macc
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Sorry Macc ive just started a new thread about it and thanks for you answer.
Bazz...
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Ive never been dumped before....... oh well
Don't take it to heart the first time you get dumped does cheese you off.
But hey some customers change window cleaners as often as they change there shoes.
We all get dumped every now and them but the way i look at it is it makes way for a better paying customer and don't worry about it.
I wish a few of my customers sometimes would dump me.
But the one's you don't mind if you lose allways seems to stick with you.
Paul
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Ive never been dumped before....... oh well, looks like ive got it all to come.
The good and the bad.
Bazz...
The longer you clean windows, the thicker the skin seems to get. A (now retired) W/C once said to me when I was starting out that it is "character building". I think he has a point.
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Bazz,
I've been W/C for 20yrs in April and will be 1 Yr WFP.
The fact is ; Some don't like it wet!!! And................
It'll drive you up the wall too!!!
Walking away leaving wet thruogh windows :o :o :o :o
And you will get a few call backs because you did it wrong >:( >:(
But be honest with your customers. Don't tell them too much at first.
As for losses........I found that in the end I have lost all those "Victor Meldrews!!"
Pain in the arses who never realy respected what I did...........Pleased to see the back of em!!
Now ALL my customers can see the benefits of WFP. All get their frames done, doors washed, windows over conservatorys and slate roofs, roof lights and a few have Garage doors washed !
Stick it out...........you'll gain more than you loose
David
David is right.
After many many years traditional I converted all our customers over to WFP.
My god, what a culture shock for both the customer and my guys.
1) Leaving windows wet??????????????????????
2) Customers questioning time taken and leaving windows wet????????????
3) First clean spots and streaks ??????????????
4) water everywhere?????????????
5) People hate change!!!!!!!!!!!!!!
However, I found that most, if not all of my customers were very receptable and for the tricky ones who just weren't sure we told them this:
"Yes, today we have cleaned your windows using a new system, I know your not convinced and being honest I am not sure I am yet. Please don't pay me now, let the windows dry and see the results for yourself. If you have any first clean spotting I will be straight back tomorrow and re-clean the windows for you, if they dry clear and your happy please send me a cheque"
We had hardly any call backs and all our customers are WFP and have been for ages now, some love it to bits, some rave about how much better they think it is, some still show signs of uncertainty. You just have to manage the customers as you see appropriate.
Best wishes,
Trev
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Now ALL my customers can see the benefits of WFP. All get their frames done, doors washed, windows over conservatorys and slate roofs, roof lights and a few have Garage doors washed !
David
Hi Dave
I also wash my customer's doors WFP and dry them down as well to stop water dripping inside when the door is opened. Do you do the same or am I going to far?
Spruce
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It sounds like you won't win this guy over. He's got his blinkers on!
But if this occurs again, offer to do one or two windows as a free demonstration.
I had a customer who said her friend had had her windows cleaned with WFP and they had dried spotty.
I offered her the demo and the next day she called me and said when could I come back and do the rest. ;)
Steve
I think that this is an excellent way of nullifying the blinkered!
Doing a couple of windows takes up very little of your time and allows the potential customer to view the results without any pressure (just don't try it on a day like today :-\)
Hi Dave
I also wash my customer's doors WFP and dry them down as well to stop water dripping inside when the door is opened. Do you do the same or am I going to far?
Spruce
Yes! Though at least you are being very thorough!
I always wash the lot down too, frames, doors, the lot, but I don't wipe the door down afterwards!
If it is the door you are going to be knocking on to collect your money, wash it as early as you can when you start the job, or knock the door first and collect the money before you start (not always the best thing to do though as it also give the customer the chance to say, "Not today thanks." >:()
Flaky paint itself isn't a problem, oxidised paint or frames is (UPVC can oxidise too).
For me the solution is to wash and scrub frames very thoroughly the first time, do a few windows then go back and re-do the glass only.
Once you gain some experience you can usually cope ok with this work...
Ian
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Please don't pay me now, let the windows dry and see the results for yourself. If you have any first clean spotting I will be straight back tomorrow and re-clean the windows for you, if they dry clear and your happy please send me a cheque"
Trev
I've done this as well. It allows the customer to trust you and helps build a good business relationship.
Steve
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last summer I gained several new customers who didn't like the fact that Their WC had started using WFP, and leaving smears and spots on the glass.
I guess this is what you have to try to avoid, to keep your customers
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I only lost about 4 or 5. I blamed the E.E.C and all their fancy health and safety regs. I moaned about the fact that after all these years of cleaning trad, I was more or less obliged to use this new method. I also pointed out that in spite of scepticism, the bloody thing actually worked very well, better in fact than when I was doing them the old way. I moaned about the expense of using DI water, [have you seen how much it costs in Halfords?] And told them that I would have to put my price up in the near future.
A good bit of psychology, as everyone loves to hate the E.E.C. and I had most of them feeling really sorry for me. This works really well with the older customers. Dai
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Dia... I like that idea to blame the E.E.C and moan on about how much money i had to pay out to set it all up just to keep them in a job and me.
Bazz...
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We have after 4 years off using a WFP still get new customers asking lots of questions!
We keep sheets in the Van with the below
Hope it helps Bazz ;)
Ladderless Window Cleaning
Your questions answered
Q: why are we using this new system of window cleaning?
A: Window cleaning is inherently dangerous and there are up to 10 deaths per year, because of this, window cleaners have new regulations with regards to working at height, for these reasons, the window cleaning industry is addressing the issues of safe working practices, that is why the UK leading window cleaning companies now use this system.
Q: will the new system clean my windows as well as the old method?
A: Yes. Ladderless Window Cleaning is recognised to be as good as or better than conventional methods, and will not leave sticky soap residue on the glass or frames and will not attract fresh dirt. With the frames now being cleaned, no dirt will run on to the glass when we get a downpour of rain, giving a better cleaning result than conventional methods. To coin a phrase we are window cleaners not glass cleaners.
Q: why is water left on the windows?
A: When you are having your windows cleaned with our system we use laboratory grade pure H2O, so when the windows and frames have been scrubbed, washed and then finally rinsed, no dirt is left and the H2O dries to a natural finish.
Q: What difference will I notice?
A: There is a bedding in period because fine jets of pure H2O are used, the windows and frames are deep cleaned right into the very corners, as a result, on the first 2 or 3 cleans you may notice a small amount of residue remaining, unfortunately this is unavoidable, and once this bedding in period has passed, the new method will actually clean to a better standard than before.
May we take this opportunity to thank you for your custom, and we look forward to serving you for many years to come.
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I already have a explanation letter i got from this forum but i might use what you have said as a summery or is it to much to give them.
Bazz...
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Im thinking of just doing them and wait till they say something to me then give them the letter.
Bazz...
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i don't use wfp yet, but am hoping to set up soon.
I just wonder if some customers want to see you sweating and running up and down a ladder before they think you've earnt your money !
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i don't use wfp yet, but am hoping to set up soon.
I just wonder if some customers want to see you sweating and running up and down a ladder before they think you've earnt your money !
Had one say to me the other day, " I dont think i get value for money as there is no bubbles & i'm not on ladders up there but they are better". ::)
So i think she wants me risking myslf, no way, shes off my round. ;D
Macc
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Have to agree! do customers real care about us! they just wont there windows cleaned! dont forget! there is more windows than window cleaners!
Andy