Clean It Up

UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Count Phil on October 17, 2007, 04:39:05 pm

Title: Customers attitudes
Post by: Count Phil on October 17, 2007, 04:39:05 pm
Cheap customers treat you cheap.

Over priced customers treat you better.

They also seem no more susceptable to undercutting.

Does anyone else find that? I don't just mean different areas or estates. Same type of people, same type of house, one charged lots, one charged to little.
Title: Re: Customers attitudes
Post by: niceandclean on October 17, 2007, 04:56:55 pm
Yes i also find that. I dont clean estates though, i do the bigger houses where they are charged more and love having there windows cleaned each and every month. The cheaper ones that i had, used to say not this month, oh its raining ect ect.
Title: Re: Customers attitudes
Post by: Londoner on October 17, 2007, 05:07:52 pm
I do find that if a customer queries your price at the initial quote stage they are much more likely to be trouble later.
Title: Re: Customers attitudes
Post by: Phil Mitchell on October 17, 2007, 05:23:31 pm
Cheap bungalow today £8.50. Turned up to clean for the last time as Im wfp and theres dog poop everywhere and garden ornaments I keep knocking over. When I explained the curcumstances she just cut me short and told me to p off????
I didint even mention the dog poop!
If that was a large property the owners would go out of their way to help me get around ie move pots etc.
Cheap jobs =no compassion
Expensive jobs=understanding
Thats how I see it anyway
Title: Re: Customers attitudes
Post by: Feen on October 17, 2007, 08:03:51 pm
tend to agree. Had one today. £4. All upstairs windows. Out she comes. "You're not doing it properly. I could do better myself". She said that the dirt from the traffic dirtied the windows before they dried. Possible maybe, plausible no. Picked up 2 neighbours for 3 and 6. £4 out, £9 in. I can live with that.
Title: Re: Customers attitudes
Post by: Neil Williams on October 17, 2007, 08:15:54 pm
I feel for the odd decent person left on an estate which becomes a Council / DHS catchment area.
We all start somewhere and no doubt for pure quantity we all canvassed the mass market ie these cheap estates, trouble is we soon learn cheap price generally means cheap attitude, and then we find the quality customer with a quality attitude. Having said that, we have been known to drop £25+ customers if the attitude starts.
Title: Re: Customers attitudes
Post by: NWH on October 17, 2007, 08:25:03 pm
£3-4 houses are for newbies generally,why are you well established WCS still doing them,pass them on. ::) ::) ::) ::) ::) ::)
Title: Re: Customers attitudes
Post by: jakeandmia on October 17, 2007, 08:39:47 pm
Hi All

I went to collect last week and knocked the door,stood for about a minute and the lady said"OH if I knew it was only you I wouldnt of bothered getting off the bed and answering the door".I took the money and thats the last time she'll see me.For each one lost I usually get two new ones.Do they think we're a peg below them or what?.
Title: Re: Customers attitudes
Post by: Neil Williams on October 17, 2007, 09:00:53 pm
Do they think we're a peg below them or what?.

That reminded me of the Two Ronnies sketch where there was the "I look up to him but I look down on him"
I just love it at some places where people look at you with the 'low life' look, only for me inside to be thinking, "If you only knew how much I earn" ;D
Title: Re: Customers attitudes
Post by: Helen on October 18, 2007, 10:22:19 am
I suppose if we were all the same in our ways it would get boring :) Had a relatively new customer payment in yesterday with a note saying "I want my windows cleaned on a 10 week basis, so you will clean them next just before Xmas".
Now this custie, as all do, had a written quote, stating price, which reflected the regularity and that we visit that area every 6/7weeks. We had also discussed this verbally and she was happy with those terms.....Obvioulsy not, obviously had not read the quote, obviously had not really listened to our conversation... So I phoned her and explained that we could not clean hers on that basis as it is not cost effective to do just hers, blah blah blah. I also reminded her that she was happy  and agreed to the 6/7 weeks when we took her on. Reply "I didn't think you would stick to those terms!!!!" Uhhh? She insisted on 10 weeks and when i suggested "well why not every 12 at a small increase" she said "I think I will leave it all together then what do you think of that?" Again it was the attitude of you are just window cleaners and must be desperate for the work, by this time I was bored with the conversation and already blacked her out on the listing. I just replied, no problem mrs XXX, i will accept your verbal cancellation, thanks for your past custom, good bye and hung up. Next payment opened, similar property, note saying thanks so much for cleaning my windows on a regular basis, they always look so nice and your service is second to none.   Guess which note I kept!!!!! ;)
Title: Re: Customers attitudes
Post by: windowwashers on October 18, 2007, 11:11:08 am
Hi All

I went to collect last week and knocked the door,stood for about a minute and the lady said"OH if I knew it was only you I wouldnt of bothered getting off the bed and answering the door".I took the money and thats the last time she'll see me.For each one lost I usually get two new ones.Do they think we're a peg below them or what?.
I would have replied I beg your Pardon, that is just plain rude, I am not rude to any other my customers but there is a limit to what I will take and what I will not (that is something I do not accept) cheeky sods they are
Title: Re: Customers attitudes
Post by: Count Phil on October 18, 2007, 03:14:26 pm
I wasn't really referring to, say council estates etc, I meant decent sized houses, respectable area, some still too cheaply priced etc. They seem to treat you worse than ones that are well priced. They may be on the same road. It just seems that stinging them makes them think of you as a business, and being really good value makes them think of you as 'just the window cleaner'.

Just an example, a customer who was well under priced was always a pain and was going to be dropped. Which I did. It was 6 quid (around here that's stupidly cheap for what it was). I just did it because I did loads down there, you know what I mean?

After I dropped it a few months went by and she came to find out where I was (I didn't tell here she was dropped. she'd just been rude for the last time). I said oh, well you're too cheap, my minimum is £10 and yours should be 12 so its up to you. She took it! I did them and she's been great ever since.

Bizzare.  At 6 quid, rude, at 12 quid, nice. And its not because I dropped her - she thinks I just did that on price, not on her manners.
Title: Re: Customers attitudes
Post by: Davew on October 18, 2007, 05:24:52 pm
I've got one that expects me to ask if I can clean her windows. She won't leave the gate unlocked, won't phone me either. The next conversation will be goodbye I think.
Title: Re: Customers attitudes
Post by: john tomkins on October 18, 2007, 05:53:49 pm
Got one due for a 2nd clean who I rang up last night to say I'd be around today, midway through morning I get a call " just had a look at the windows and the are clean, I'll leave it this month, can you call next time" >:(
This is after 6 weeks (already put me off), and agreeing to a monthly clean initially.
Customers, don't you just love em ::)
Title: Re: Customers attitudes
Post by: Davew on October 18, 2007, 06:00:37 pm
Got a quote to do tomorrow morning, one i didn't expect to get. Had a sneaky look today and I can see why - the third story windowsills are piled up with pyramids of housemartins poo. A trad guy wouldn't be able to reach. It'll clog my brush up though! I just know it will be a one off then Mr trad will be back.
Title: Re: Customers attitudes
Post by: dai on October 18, 2007, 06:17:06 pm
I was doing a job yesterday when the guy came out and put the money in my hand. [ don't you just hate it when your in mid rinse]
When I finished I looked at my round card and noticed he had not paid last time. I knocked and told him this, and he said that's right I was in the States. He paid me what he owed and went in.
No apologies, he had blatantly tried to rip me off. This was an old guy too, and they talk about dishonest window cleaners. Dai
Title: Re: Customers attitudes
Post by: AuRavelling79 on October 18, 2007, 06:24:14 pm
Got a quote to do tomorrow morning, one i didn't expect to get. Had a sneaky look today and I can see why - the third story windowsills are piled up with pyramids of housemartins poo. A trad guy wouldn't be able to reach. It'll clog my brush up though! I just know it will be a one off then Mr trad will be back.

DaveW - grit your teeth - tell him it's X quid for a first clean and as it's got loads of poo on it its more again but that after that the rate drops to the normal Y quid.

Win-win!
Title: Re: Customers attitudes
Post by: Davew on October 18, 2007, 06:27:30 pm
Which reminds me I have another quote to do insides and out. " you can't miss it it's the one with the for sale sign outside"  :(
Title: Re: Customers attitudes
Post by: john tomkins on October 18, 2007, 07:51:01 pm
Which reminds me I have another quote to do insides and out. " you can't miss it it's the one with the for sale sign outside"  :(

Keep smiling mate, you are not the only one......
But you do seem to get more than your share ;D
Title: Re: Customers attitudes
Post by: Feen on October 18, 2007, 07:54:07 pm
£3-4 houses are for newbies generally,why are you well established WCS still doing them,pass them on. ::) ::) ::) ::) ::) ::)
NWH, £4 for 4 windows, £3 for 2, £6 for 5 all in a row on the street. I may be a newbie and have much to learn in this game, but I'm not altogether stupid.
Title: Re: Customers attitudes
Post by: Davew on October 18, 2007, 07:58:20 pm
....... and another - conservatory roof today, new customer. " how much for the house?" ten pounds for this one. " ok i'll phone you then every time i want them done"(but not today either). >:( >:(
Title: Re: Customers attitudes
Post by: xxmattyxx on October 18, 2007, 08:17:54 pm
I picked up a new one today, £3  ;D  ;D not bad for someone whos been in the game for 10 years  :D
Title: Re: Customers attitudes
Post by: Wayne Thomas on October 18, 2007, 10:40:40 pm
I dropped a customer last year because they were messing me about on the third occurence.
Yesterday they asked me to re-start cleaning their windows again to which I replied, "no thank-you,  only clean for regular loyal customers". The expression on their face was worth the long wait. :)

Customers attitudes don't bother me so long as I'm paid and I'm not messed around when it comes to regular cleans.
Title: Re: Customers attitudes
Post by: mark dew on October 19, 2007, 01:14:47 am
i lost a £40 job 'cos i told the customer she was rude for keeping me waiting 1/2 hour while she went out to survey her empire as i was just finishing.
Sometimes you just gotta say something. For better or for worse.
Title: Re: Customers attitudes
Post by: AuRavelling79 on October 19, 2007, 12:42:08 pm
Just home for lunch after this episode this morning!

Semi at the end of a cul-de-sac where custy has commandeered the turning space with 4x4 and end of his drive with an Escort. He's fiddling around by his garage door and I say "Hiya - just come to do the windows ok if I pull in here?"

He says "No, I'm going out" and he starts getting his other (3rd) car out the garage.

I take my pole to the house in anticipation and wait. And wait. I go to the van and write out a bit of paperwork ... and wait.

He drives out - I start up - then he reverses into the space and goes in the house.

I walk slowly up the path get my pole and walk back to the van .. and wait a bit more.

Finally I drove off and as I did so he comes out waving his arms.

Tough. Dropped - inconsiderate person.

(BTW - two months ago his wife asked me to miss them out this time "as they don't need doing" - should've dropped them then!)
Title: Re: Customers attitudes
Post by: Londoner on October 19, 2007, 01:29:53 pm
I have had a customer leave me on the doorstep waiting to be paid while she chatted for ages on the phone to one of her friends. The door was open and I could her every word. It wasn't important or anything it was just chat.
When I rang the bell for the third time she said to her friend Oh don't worry, its only the window cleaner.
I don't do her anymore but it wasn't because of this incident.
Title: Re: Customers attitudes
Post by: xxmattyxx on October 19, 2007, 02:41:39 pm
I used to do a customers windows, she mostly had a rather indifferent attitude. One day I was doing her place and was on the garage roof cleaning the one above that; she came out the house with her son and started to get into the car to leave; so I called down to her in the hope of her paying before leaving. She huffed and gruffed and went back into the house to get some money, when she came out she called up  to me 'Well, come on then hurry up I havent got all day you know' her son said' Mum, you cant speak to him like that!'.

Anyway, about a year after that I had done her windows when she wasnt in, so I went back to collect. No answer.

Went back the next day at the same time, 9.30 am. No answer but she wasnt the working sort, middle-aged, mostly in, bit quiet type; you get to know your custys after a while, it seemed strange no answer 2 days on the trot. So I looked upstairs and saw the curtain twitch, knocked again, no answer.

Went back the next day, no answer, this time saw her peeping out from behind the curtains.

Next day............no answer, but this time I rang her at the same time. She answered and I said 'Why arent you answering the door to me, its your window cleaner, youve been trying to avoid me the last 3 times I called.

She came down, paid me and I binned her. Told her why, she told her neighbour she'd binned me though, but her neighbour knows what sort of job I do and also what his neighbour is like (well he would wouldnt he, living next door to a looney !!  ;D )
Title: Re: Customers attitudes
Post by: Tosh on October 19, 2007, 04:42:45 pm
(BTW - two months ago his wife asked me to miss them out this time "as they don't need doing" - should've dropped them then!)

Malc,

To me, unless there's a good reason (building work and can't get access is about the only reasonable excuse; just about (though I have had other real ones)), I drop the 'not this time' types straight away, after explaining my terms and conditions (again) and giving them a chance to reconsider.

It's just so RUDDY rude! 

I used to have something on my 'chits' along the lines of 'We've had to let three customers go recently because they said 'not this time' when we turned up to clean their windows.  May I politely remind you that we clean once per calandar month; unless you have arranged other terms and conditions with us.  Thank you.'

Quite a few of my customers joked with me, saying 'not this time' when we turned up; then smiled when they saw me frown; but they all got the message.

Also at the quoting stage I'm quite firm with my terms and conditions and I honestly can't remember the last time I had a 'not this time, mate' said to me.

Title: Re: Customers attitudes
Post by: supernova77 on October 19, 2007, 06:26:10 pm
I had a customer (£25 every 8 weeks)... Everytime I went to clean the windows the woman (who was always in) phoned her husband at work to check that he wanted them doing!

Anyway about a month ago I went there... She phones her husband, he says not this time they don't really need doing but please please come back the week before Christmas as we have people coming to stay!

I didn't really say anything and just went back to the van and drove off... That evening they got deleted from my George database.

I'm looking forward to their phone call the week before Chriismas wondering where I am  ;)

Andy
Title: Re: Customers attitudes
Post by: supernova77 on October 19, 2007, 06:31:28 pm
I also used to have another customer (£40 every 8 weeks)... This is what happened:

I turn up... Unpack my freedom trolley and pole etc... Start cleaning some upstairs windows and then realise that about another 5 upstairs windows are open, so I go and ask if she could close them for me.

She refused to go and close the windows and told me to get my ladder out and do them off the ladder so that I didn't get any water inside!!!

She then started spouting off saying that I was scared of going up ladders and that I had been conned into buying a WFP system and no other window cleaners use them.

I didn't say a word... I just walked off, packed my stuff up and drove off... Leaving lots of downstairs windows wet from the top ones I had already cleaned.

Some people!     I'm glad that most the customers on my round now-a-days are ok.

Andy
Title: Re: Customers attitudes
Post by: FUN on October 25, 2007, 11:47:42 pm
If a customer is difficult, I either drop them or do a very quick job on their windows each time I go after that. I get paid the same for less work. Their loss! If I turn up to do a job and for no good reason they say leave it I charge them £3 if it's a small house or £5 for a larger one. They don't like it but why should I lose out?
Title: Re: Customers attitudes
Post by: G O A on October 26, 2007, 12:02:34 am
hmmph i had one bloke windows were a disgrace cleaned them saw his missus she was over the moon next month cleaned them and he refused to pay said they were worse than when i started,when i asked where he said they were the ones round the back,this is the only complaint ive had in six months and as this day was the day i discovered about using scrim and his was the first house with a fresh scrim belive theres no way the windows could be a mess
Title: Re: Customers attitudes
Post by: rugby on October 26, 2007, 01:16:30 am
hmmph i had one bloke windows were a disgrace cleaned them saw his missus she was over the moon next month cleaned them and he refused to pay said they were worse than when i started,when i asked where he said they were the ones round the back,this is the only complaint ive had in six months and as this day was the day i discovered about using scrim and his was the first house with a fresh scrim belive theres no way the windows could be a mess

did you boil the scrim before useing it for the first time ? a brand new scrim can sometimes leave bits of cloth on a window,best to boil it first and maybe break new scrim in by useing them for wipeing sills etc for a while first.

Title: Re: Customers attitudes
Post by: FUN on October 26, 2007, 02:48:07 am
I turned up at one womans house and she rudely said "You always come when its about to rain"

So I said "What do you want me to do? Come when its raining and about to be dry"

She shut up then
Title: Re: Customers attitudes
Post by: Paul Coleman on October 26, 2007, 05:46:34 am
I turned up at one womans house and she rudely said "You always come when its about to rain"

So I said "What do you want me to do? Come when its raining and about to be dry"

She shut up then

The way I would like to reply to that is "Yes.  Pending rain always makes me feel a bit fruity."  Of course I don't say it but sometimes it's very tempting.
Title: Re: Customers attitudes
Post by: windowwashers on October 26, 2007, 07:28:57 am
I had a customer (£25 every 8 weeks)... Everytime I went to clean the windows the woman (who was always in) phoned her husband at work to check that he wanted them doing!

Anyway about a month ago I went there... She phones her husband, he says not this time they don't really need doing but please please come back the week before Christmas as we have people coming to stay!

I didn't really say anything and just went back to the van and drove off... That evening they got deleted from my George database.

I'm looking forward to their phone call the week before Chriismas wondering where I am  ;)

Andy
dpnt blame you when they call I would charge them for a one-off clean and a bit on top as christmas week aprt from last year is the best week to work IMO