Clean It Up

UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Justen Uff on February 11, 2008, 11:19:46 pm

Title: How do you know when you've gone too far?
Post by: Justen Uff on February 11, 2008, 11:19:46 pm

So a customer asks you to clean all the plastic as well and off she goes. 
(She is not a very regular customer)

Great, you haven't quoted, so she trusts you.

When you start you realise there are areas she hadn't pointed out.

Do you do them and make a compromise on the price?

Or

Do you leave them and point them out for doing next time?

How much is too much?

Title: Re: How do you know when you've gone too far?
Post by: Wayne Thomas on February 11, 2008, 11:58:35 pm

Clarify exactly what work is to be done and agree a price before commencing.

Title: Re: How do you know when you've gone too far?
Post by: bernlyn on February 12, 2008, 05:52:11 am

i suppose you will know soon enough when she doesnt pay for all the hard work you have just done  ;D

Title: Re: How do you know when you've gone too far?
Post by: Londoner on February 12, 2008, 08:26:23 am

We all get sucked into this one. The favourite one with my customers is "while you are here could you just......."
Little favours become established and after a few months its "Haven't you done the.....?"

Several years ago I tried doing gardening. On of the reasons I didn't succeed with it was I found it almost impossible to define the limits of the job. I realise now I wasn't tough enough with the customers but I was forever getting the old "while you are here....." treatment and with a garden no matter how much you do theres always more you could do.

Title: Re: How do you know when you've gone too far?
Post by: nat on February 12, 2008, 09:32:27 am

Quote from: Vince Green on February 12, 2008, 08:26:23 am

We all get sucked into this one. The favourite one with my customers is "while you are here could you just......."
Little favours become established and after a few months its "Haven't you done the.....?"

Several years ago I tried doing gardening. On of the reasons I didn't succeed with it was I found it almost impossible to define the limits of the job. I realise now I wasn't tough enough with the customers but I was forever getting the old "while you are here....." treatment and with a garden no matter how much you do theres always more you could do.

I find the ones that say "could you do this?" are normally the customers i woun't keep hold of for very long. I charge for everything and anything

Title: Re: How do you know when you've gone too far?
Post by: Helen on February 12, 2008, 12:32:03 pm

Quote from: Justen Uff on February 11, 2008, 11:19:46 pm

So a customer asks you to clean all the plastic as well and off she goes. 
(She is not a very regular customer)

Great, you haven't quoted, so she trusts you.
don't take that for granted and don't work with no agreed quote!
When you start you realise there are areas she hadn't pointed out.
don't do them! not been pointed out so you have not been asked to do them

Do you do them and make a compromise on the price?
Never compromise, you will lose out in the end!

Or

Do you leave them and point them out for doing next time?
spot on

How much is too much?