Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Davew on June 29, 2007, 03:14:35 pm
-
It's going to rain tomorrow. Had two like that today bugger! They really don't know we need to earn a living. One guy wants it done only when it's nice and sunny! Whens that - once a year?
-
Those 2 customers would be right at the top of my list ;D
and when 2 better one's came along I would bin them both, you need to make a living and there not helping? ::)
-
dropped!!!
they only get 1 chance and thats when they are on holiday...... and thats only if i cant get access to the back!!
-
Just bin 'em and when they contact you in a few months time and say "you haven't been for a while", just say well each time i put you on my days work list it rained! ;D
-
bin em ;D
-
i dont take cr8p from my customers !
but , unfortunately its not compulsory !
i dont have a 'zero tolerence ' or '3 strikes ' and your out policy ,
i do keep an eye on who lets me down ( or tries to ) ,
then i have a polite conversation , resulting in less ' not today ' , change to 2 monthly , or then dropped !
seems to work , as most customers have it done most of the time !
-
I had one this week....firstly she did not answer the door when I rang...(back gate is supposed to be open on clean day)...so I did the front and the silly woman tried to creep up stairs (in a pink coat!!!) I saw her and rang the bell again...she then proceeded to say its bad weather today (had not rained) and then said it had only been 5 weeks since her last clean...told her that it was exactly 8 to the day which she denied...she then open the back gate and when I had finshed (she accused me of not cleaning the front) she paid me and said the windows were not that dirty...my previous clean card was on her table and it indeed did say this day was her scheduled day...
Now I just told her that I did not appreciate her aviodance and accustations and that it was best that I never cleaned for her again...
Now this is the woman who when I cleaned her conserv roof (opaque type) nuts when I charged her 6 quid (yes, yes I had been going about a month and it was not that big).
Answer....I now have a gap in my round for that area..each time I go to that area until the slot is finished...I'll use the time to put out leafets to fill the gap.
DROPPED....LIAR, TIMEWASTER AND VERY CHEAP!
Someone on this forum did advise me that in the first couple of years is when you get mucked around the most as you will have taken on some other w/c's cast-offs and general nutters...this gem of info is 'flowering'
Much of the advice from the past year is starting to come very true...I bow down to the forums wealth of experiance.
It does'nt matter which country you are in people are people.
;D Dave.
-
I'm going to drop two from the back end of today.
It's a very difficult area to park and I only manage to clean by running most of my 100 metre reel out. Anyway, today I did the front tops. Went to the back and there was a new patio (not green) that was yet to be pointed. He stopped me because he said the windows would get messed up from the pointing (like I haven't got a telephone). He wanted me to either come back in two weeks or just do the front and charge half (which would have been way less than my minimum charge). Anyway, I completed the front, went to his neighbour's house to clean, and then he walked off down the road.
When I get his neighbour's cheque I will write to both to cancel - and say the front only clean free of charge with my compliments.
When a job is tricky anyway (due to parking etc), I don't give second chances. Shame about the neighbour but I sense that her daughter who lives next door could be trouble. Sometimes you just get a nose for it when you've been W/Cing a long time.
-
Quite simple really
Not today , then not again.
I started my busines to be my own boss and not messed about .
There are more people out there needing window cleaners , than there are window cleaners
-
bin em! let the "i only work in the sunshine brigade"have em. 8)
-
I used to add to these threads saying give them another chance, now I'm comforming more to the view of the forum. I,ve had a couple tell me they didn't arrange to have them cleaned.
"But you rang me up and I cleaned them?"
"Yes but I didn't agree to them being done regularly."
In future when they say I'll let you know how often i want them done, they are insistent that I do them, but not in when you do, I shall be less trusting.
Shiners and others comment about feelings, I think it's your ego more that anything (me anyway).
-
Quite simple really
Not today , then not again.
I started my busines to be my own boss and not messed about .
There are more people out there needing window cleaners , than there are window cleaners
I just thought I'd highlight John's top advice and add the following:
It's a lot more difficult for a domestic customer to replace a good window cleaner, than it is for you to replace a bad customer. And, as is the norm once you've been going a few years, you won't have to replace them anyway, since you'll have far too much work to cope with in the first place.
Also, at the point of contact where you quote for a job, be tactful, but ensure you state your terms and conditions clearly; some lads even have their terms and conditions printed out and give them to any new customer.
If it's once every 4/6/8/12 weeks; or every calandar month; that's what it ruddy well is.
And if you're late, well the weather is to blame! ;)
-
I long for the day when I have what is a near full round and am only seeking to replace bad payers/customers/access etc with better.
At the moment it hurts to dump a customer but I have and as much as it hurts I would rather be gone with them than have them bugger me around more than I am prepared to take.
Very quicky I am learning that this is my business and whilst I try to be a professional and provide good quality service..I am not prepared to give up my dignity.
Dave...
-
Yeah I'm at a similar point - I can't yet afford to dump them I've just had a very bad week - earnings wise, with not enough customers when I do get overwhelmed they are going to be the first to go!
-
Luckily we`ve got half a round too much !!! so picking and chosing is all we do
anything that only slightly pi..es me off is fogotten about and move on to the next
big job and enjoy
ALWAYS give terms and conditions when you start and remind them periodically
and things should go better BUT i`ve always said look like a pro and you will be
treated like a pro i`m always telling the custys that they are on trial anyway seems
too work ha ha ;D cause we`ve got too much work anyway , most of them are 4 weekly and most don`t get done 8/10 weeks anyway what i should do is only keep the good ones and bin the rest . Our lastest trick is £12 minimum and thats it pay or go no messing just remember your the BOSS not the custy
-
I used to add to these threads saying give them another chance, now I'm comforming more to the view of the forum. I,ve had a couple tell me they didn't arrange to have them cleaned.
"But you rang me up and I cleaned them?"
"Yes but I didn't agree to them being done regularly."
In future when they say I'll let you know how often i want them done, they are insistent that I do them, but not in when you do, I shall be less trusting.
Shiners and others comment about feelings, I think it's your ego more that anything (me anyway).
It may have been about ego at one time but I reckon it's more about sound business decisions these days. The jobs I referred to were often very tricky to park at and they were only just about worth doing if I didn't get any messing about. Now the messing about has started from one of them, I no longer wish to work at that house. It's not worth going there just for the other one. - though I smell trouble ahead anyway.
-
Quite simple really
Not today , then not again.
I started my busines to be my own boss and not messed about .
There are more people out there needing window cleaners , than there are window cleaners
MMMmmm ;D
-
i have always been like, oh thats ok ill see you next month, but when it happens sooo many times you get tired dontcha!
fortuanlty i have got rid of my worst round for that, somebody gave me about 10 customers, 8 are good and pay up or send the money promptly
theres one ive never caught in, and only one it once, and theres one, went the first time when the KNEW i was coming that week and said not today, we've done them ourselves, you shouldve come earlier, nothing bugs me more than customers doing their own windows
went again yest for second, thought id give em the chance, "hiya how are you"
"no not today, the wifes out and i dont know what she wants" (who wheres the trousers here?)
"ermmmm ok...."
"she'll be back in about 15 mins, come and ask then"
"ok"
went round the corner to do another generally pigged off, she came back, i finished the one round the corner, said hi and drove off! HA! showed them ;D
-
Those 2 customers would be right at the top of my list ;D
and when 2 better one's came along I would bin them both, you need to make a living and there not helping? ::)
I would not wait till 2 came along to replace them, ???,
Dumped on the spot.
-
all my customers have signed a form saying that they wish there windows to be cleaned on x rota and should they wish to cancel need to within 14 days (they are given a date when i am due next) or i will charge them full amount.
some asked why they need to sign and when told that i am ped off with customers saying not today and that i am losing out because i have many waiting to take there place on our very busy round , if i can be bothered to turn up i expect to work should the custy not want it that day its still going to cost them or look for another w/c/
to run a professional, reliable window cleaning business you need terms and conditions and they need to be yours not the customers.
over the last 6 mths i have give away 10k of work seems alot but but under one of my terms i pushed work from 6 weekly to 5 weekly and with the new work i have picked up which is priced so much better i have now more turn over and custys that dont give me grief. even 4have 4 day in the 5 weekly rota free which i am using to build the round up even more .
i also dont beat round the bush with prices any more and when they say "my last w/c charged £x" very little i reply that i cant compete with that price and walk away they soon ask well how much and whwn i tell them they fell on the ground. right your last w/c charged you a tenner (me £20) he hasnt turn up now for 6 mths (hes not going to got better work) but most of the time they are lying about price and i even told one this., i went out and price up this farm complex and when i gave him the price he said ummmmmm bit dearer than the last and showed me one of the invoices ( a tenner dearer) but said he was happy with it . anyway got home told wife and the child minder pointed out that it was her dad who cleaned them so when he came to pick her up i had a chat. found out his price was for doing a lot less than what i priced for and told me even at his price for about 4 houses left was hard work as he would check over you on every window and was very fussy. so i went back to see customer and ask him what the invoiced covered and when he replyed the same as what you have priced for i just said i dont work for lyers and said bye.
-
Yeah I'm at a similar point - I can't yet afford to dump them I've just had a very bad week - earnings wise, with not enough customers when I do get overwhelmed they are going to be the first to go!
You have to drop them otherwise you will have a round half full on not this time customers.
Start as you mean to go on. Fill your round with quality work and customers who will let you do them whatever the weather.
I did one customer this week and the heavens opened up. It was Raining cats and dogs.
She opened the window and said not today, you must be mad trying to clean them in this.
I replied it was dry when I started so I will finish, I dont work in persisent rain but this is a heavy shower. The rain will not dirty your windows as their is no wind blowing. In fact if your unhappy with the results when the windows dry out I will clean them again Free tommorw. So I carried on.
The customer paid when I finnished, I said heres my card give me a ring if you need to. "No it ok, I know thwy will be fine,sorry for complaing".
You have to show whos in charge, Another customer this week said no thanks not today the windows are still clean,I will get the money I owe you from last time.
When she paid me I said thankyou and thanks for your custom over the past year but I am afraid I will not be calling again to clean them as I only have customers on my round who want them cleaned regularly, I am not intrested in a customer who wants to pick and choose when she wants them cleaning. I then promptly left.
Firm but polite, If she wants them cleaning again it will be on my terms and with a dearer price.
Nel.
-
well said regular or not at all after all we have invested in wfp which keeps windows cleaner and provide a better service not to be turned away
-
Another one today - come back in August!! ::)
-
Have you considered pushing the ones that say this on to 8 weeks at a higher rate (50% higher for instance?) as it seems at the moment they are getting 8 weekly cleans for the price of 4.
I think I might start doing that with everyone who says "not today"
"I can put you on to every 8 weeks if you like, it is *50% extra per clean* but it works out cheaper for you per year".
It is up to them then, either they have em cleaned or go 8 weekly.
-
There's so many angles to this subject, but bottom line is that you are running a business. When taking on new customers - clarify in writing in some form what your terms are, and what you have verbally agreed with each other. Flexibilty - be flexible, but do not be taken for a mug. Ok so you get turned away once from a customer cos of some reason, don't knee jerk and ditch 'em. Think about it, perhaps this turning away was a one off, but get their phone number and before you are due next time, phone them and say you are due round. This way you will get your answer, before spending out on fuel etc. If you get a no then ditch 'em and forget them. If you get a yes, who knows this may be the customer that gives you 100 referrals, just because you were flexible with them. This can of course work both ways and when you need to be late, which at some time you will be, then 99% the flexibilty will be returned to you :)
-
Thanks Helen, good advice, I can not afford to ditch anyone yet (I only had £4 worth of work today!!!) because I don't have a full round. Like you said there needs to be some flexibility on both sides. If I ditch every custy I'm not happy with a) I'll be cutting off my nose etc. and b) it will give me a bad name I can ill afford. I just have to grin and bear it for now. :-[
-
Davew, we all run our businesses as we feel fit, heck I nearly packed mine in a few months ago and have only recently started to re-start. So take any tips on how to run yours with pinch of salt.
But my gut reaction is to say that the cure for you is to canvass. If you have a problem canvassing and need some tips feel free to drop me an email or add to MSN chat thingy.
-
Thanks karl, I have some busy weeks too but some very big holes to fill. Thats the trouble with jumping into this job from another. I have been offered a round to buy for £3000 but it's smaller than mine and I'm buggered if I'm going to spend that kind of money.
-
Davew...as a fellow w/c with a 'half empty or is it half full' round I can sympathise with you...
I am not into the canvassing that much so I use leaflets as my main source of customer intake....just canvass or leaflets all the roads that you have already....perhaps you could do a 'word of mouth' type promotion...
As for dropping, I have dropped 6 so far...now I only feel 'proud' of dropping one of those (silly woman) but the other were dropped as they were playing games that I no longer wanted to be part of...so just drop them or keep them in mind for the future.
Cheers
Dave.
-
feel free to drop an email to
kondormid at gmail dot com
if you want to contact on MSN then my contact is
kondormid at hotmail dot com
-
There's so many angles to this subject, but bottom line is that you are running a business. When taking on new customers - clarify in writing in some form what your terms are, and what you have verbally agreed with each other. Flexibilty - be flexible, but do not be taken for a mug. Ok so you get turned away once from a customer cos of some reason, don't knee jerk and ditch 'em. Think about it, perhaps this turning away was a one off, but get their phone number and before you are due next time, phone them and say you are due round. This way you will get your answer, before spending out on fuel etc. If you get a no then ditch 'em and forget them. If you get a yes, who knows this may be the customer that gives you 100 referrals, just because you were flexible with them. This can of course work both ways and when you need to be late, which at some time you will be, then 99% the flexibilty will be returned to you :)
One of the potential problems with getting referrals from a persistent "not today" customer is that they might tell the referrals that it's fine to mess the window cleaner around (well they wouldn't say it like that but you get my drift?).
-
Mmmm
-
Mmmm
You left the "H" of the beginning. It's Hmmmm. ;D
As you may have noticed, bad access and "not todays" are my biggest bugbears.
Last month, I had about £70 worth of "not todays". Now that's £70 deducted from my monthly income at no notice whatsoever when I'm already having to run a tight budget. I wonder how many of those people who said "not today" would tolerate such a situation.
Even though I don't have a full workload, I'm binning the lot (except one). The one I won't be binning was clearly very ill and just didn't want anyone working around their house. No problem. I'm human too. I'll be compassionate about that one. Of the rest two of them had just cleaned their own windows and I was on schedule. It wasn't as if I had messed them about. I need customers who do want me to clean every time - not just when they don't fancy doing them.
-
wot about the ones that ask for every month you give em the price.
"ye thats fine, lovely do want a cuppa my windows aint been done for ages"
give em a nice going over taken longer than normal but next time
ill fly round em. pays you, thank her for the cuppa.
then she "says ive got your number ill give you a ring for next time"
i really wanna say YOU CONNING OLD BAT!
but all i can say is no thanks love ring someone else >:(
-
One of them kept me there whilst she told me all about her pacemaker she had just got. I made the mistake of telling her how well she looked. Kept me there for twenty minutes before she said "not today it looks like it's going to rain later" >:(
-
One of them kept me there whilst she told me all about her pacemaker she had just got. I made the mistake of telling her how well she looked. Kept me there for twenty minutes before she said "not today it looks like it's going to rain later" >:(
20 mins and then shoo you away?...that's a diabolical liberty >:(
I try and keep the chit-chat to under 3...and then only if I've a brew in my hand ;D
-
One of them kept me there whilst she told me all about her pacemaker she had just got. I made the mistake of telling her how well she looked. Kept me there for twenty minutes before she said "not today it looks like it's going to rain later" >:(
DUMPED ;)
-
I was doing a farmhouse about a month ago when it started to rain,bear in mind that i have to travel 10miles to the job and the lane to the house in exactly a mile long,anyway it started to rain and she comes out and says well what do you think come back tomorrow when it`s dry,i just said if i have to come back this will be the last time i clean your windows.She rang me that night and apologised for what she had said,i know you come out of your way to do my windows and i don`t want anyone else.The thing is people will try and take the P***,and if you ever give in like i have in years gone by they will continue to do so.Most of my customers know i`m stacked out with work and any put offs will result in them being dropped,word soon gets round.Most wcs i know that have the not today thankyou brigade are to regular and don`t have enough work.
-
We just started 8wks ago, 1 of the first clients (day3) quoted/been there and done a really good scrub and b4 i left asked if she was happy with the job, to what she replied yes and paid me, next day she calls me and says she wants to cancel as the front windows dint come very good (leadded)so i offer to get back and clean them agian, she said no just wanted to cancel.
4 wks down the line she calls me again and says that wanted to give it another go as all the back and front windows come out good it was just 1 that was not up2standard but asked be to do them on the 27/6 as she was going away for a week or so.
so i got there on the agreed day done the job and when i was colecting she says "would it be possible to do them every 8weeks
?" i said yes BUT that would have to be a bit more than i quoted to what she said that she will call me again when she needs it.
2 things can happen then:
1"Tell her politely to find another WC.
2" Tell her that will cost her twice as much ;D
Either way i dont forsee me doing those windows again( they have 3 big windows over a very large conservatorie) :P
-
I am very flexible when it comes to dealing with not today customers.
If it's a really well priced job, I bite my tongue, if it's not they're dumped. Dai