Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: simon knight on March 05, 2008, 12:12:40 pm
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A year or so ago I was approached by a woman who wanted a quote.
Quoted and was told I was dearer than her last w/c. Gave her the old "where is he now?" routine and was told the usual "he doesn't come any more".
Anyway, did the job and we agreed to 3 monthly (don't mind as it's a big job and a bit out of the way).
All went smoothly for 3 cleans. Until this morning!
Her old w/c has reappeared and will charge her his old (cheaper) rate.
She tells me he isn't as good as me but wants to use him from time to time when it's just a quick routine clean and use me when the windows need a proper clean...probably about twice a year!!
I don't really want to dump her because it's quite good money, but at the same time don't like the idea of sharing an account.
What should I do?
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dump her and replace her, i wouldn't entertain an account that is cleaned so little, 8 weeks is my limit.
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Lose that mate. If ya let them walk all over ya, then they'll know they can walk all over ya. Stand ya ground. Tell her it's over and watch her come crawling. ;)
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A year or so ago I was approached by a woman who wanted a quote.
Quoted and was told I was dearer than her last w/c. Gave her the old "where is he now?" routine and was told the usual "he doesn't come any more".
Anyway, did the job and we agreed to 3 monthly (don't mind as it's a big job and a bit out of the way).
All went smoothly for 3 cleans. Until this morning!
Her old w/c has reappeared and will charge her his old (cheaper) rate.
She tells me he isn't as good as me but wants to use him from time to time when it's just a quick routine clean and use me when the windows need a proper clean...probably about twice a year!!
I don't really want to dump her because it's quite good money, but at the same time don't like the idea of sharing an account.
What should I do?
I will only stretch it to 12 weekly if the job is £50+ myself. I don't know what cleaning method you use but I would not "account share" on that basis. For starters I use WFP. If the other guy is using trad that could cause problems with the finish when I did my cleans. I think she is hedging her bets with this one. She wants two W/Cs on the go in case one lets her down.
I wouldn't do it because having a half yearly job would make no business sense to me unless it was a VERY big job (by my standards anyway). Whatever decision you make, I suggest trying to make it a business decision rather than one based on feelings.
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Just go out and replace the silly old biddy....she is playing some odd game with you and this other chap....but if you need the money keep it until you don't..and then get rid.
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A year or so ago I was approached by a woman who wanted a quote.
Quoted and was told I was dearer than her last w/c. Gave her the old "where is he now?" routine and was told the usual "he doesn't come any more".
Anyway, did the job and we agreed to 3 monthly (don't mind as it's a big job and a bit out of the way).
All went smoothly for 3 cleans. Until this morning!
Her old w/c has reappeared and will charge her his old (cheaper) rate.
She tells me he isn't as good as me but wants to use him from time to time when it's just a quick routine clean and use me when the windows need a proper clean...probably about twice a year!!
I don't really want to dump her because it's quite good money, but at the same time don't like the idea of sharing an account.
What should I do?
dump her, she can't have it all ways and to be honest you can't be sure she will keep her word. Her words, "he isn't as good as you are"" then twice a year you will be cleaning his mess too! ;)
Would get hold of the other wc and agree that neither of you goes at all aswell.......... sorry, a customer got on me nerves earlier(not often that happens) and for the rest of today I won't take prisoners. ;D >:( >:( >:(
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Simon - I agree with Pingu - Forget about her - but leave on good terms!
Tell her that anything less often than 3 months is classed as a 'one-off' and the price will be £** (30-50% more than what you charge now).
If she does ring you up in future, confirm the new price before you do the job.
A one-off well-paid job coming 'out of the blue' every now and again can be very useful when you you want to treat yourself to something.
Mike
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not a chance in hell of me doing that !
either talk to the other w/c ,
or
use that time to canvass !
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I don't really want to dump her because it's quite good money
What should I do?
Simon,
It kind of sounds like you want to keep the job, so if he is WFP (thats presuming you are) just tell her that a 6 monthly clean will take you 50% longer to do than a 3 monthly clean so you'll have to charge +50%
For starters I use WFP. If the other guy is using trad that could cause problems with the finish when I did my cleans.
But if he is Trad (which I suspect) tell her that due to the fact that you'll have to get rid of his soap residue it'll take twice as long so you'll have to charge double.
Or go to her and say your not willing to share an account due to the fact that his soap residue will interfere with your cleaning results reminding her that he has already disappeared for over 12 months once..................
But if it was my account I would under no circumstances charge the same price that was agreed for a 3 monthly clean on a 6 monthly clean.
Regards
Al
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Well the Jury returned the verdict and speak with one voice...dump her!!!
Consider it done.
Thanks all.
Simon
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I'd keep her on as a customer is a customer at the end of the day, you never know what jobs she might get you and could lead to other work.
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I don't really want to dump her because it's quite good money
What should I do?
Simon,
It kind of sounds like you want to keep the job, so if he is WFP (thats presuming you are) just tell her that a 6 monthly clean will take you 50% longer to do than a 3 monthly clean so you'll have to charge +50%
For starters I use WFP. If the other guy is using trad that could cause problems with the finish when I did my cleans.
But if he is Trad (which I suspect) tell her that due to the fact that you'll have to get rid of his soap residue it'll take twice as long so you'll have to charge double.
Or go to her and say your not willing to share an account due to the fact that his soap residue will interfere with your cleaning results reminding her that he has already disappeared for over 12 months once..................
But if it was my account I would under no circumstances charge the same price that was agreed for a 3 monthly clean on a 6 monthly clean.
Regards
Al
Absolutly 100% spot on! couldn't have said it better myself! :)
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I'd keep her on as a customer is a customer at the end of the day, you never know what jobs she might get you and could lead to other work.
Too late she's gone ;D ;D ;D
So what if she changes the goal posts again? She has already gone away from the original agreement and also says only "probably" use Simon again........ So does he have to sit and wait for her call........i think not, he replaces her with better business.
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The biggest downside to keeping those sort of customers on is that you will hate every minute of every clean you do on them. Is it really worth it? Naaaaa! Go with the flow and wave goodbye :D
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She has already gone away from the original agreement and also says only "probably" use Simon again........ So does he have to sit and wait for her call........i think not, he replaces her with better business.
Not at all, only if he has a firm agreement in place would I keep her on.
Simon was already considering keeping her because it is "quite good money" so if he can get 50% or even 100% more per clean he'd be laughing
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A year or so ago I was approached by a woman who wanted a quote.
Quoted and was told I was dearer than her last w/c. Gave her the old "where is he now?" routine and was told the usual "he doesn't come any more".
Anyway, did the job and we agreed to 3 monthly (don't mind as it's a big job and a bit out of the way).
All went smoothly for 3 cleans. Until this morning!
Her old w/c has reappeared and will charge her his old (cheaper) rate.
She tells me he isn't as good as me but wants to use him from time to time when it's just a quick routine clean and use me when the windows need a proper clean...probably about twice a year!!
I don't really want to dump her because it's quite good money, but at the same time don't like the idea of sharing an account.
What should I do?
change the price for less cleaning charge more, let people mess you about and every tom dick and harry will be doing it.
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i would charge her double and tell her if he is trad i would not be able to offer my usual gaurantee due to the soap residue
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Like Shiner says, when I get into £50 plus territory then I judge each account on its own merit.
If I had a school where I cleaned every six months and the caretaker did the lower windows every three then I would consider it - but if it's a domestic in the £20/£30 range then it'd be my way or the highway!
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bend over boy ;D if you go back you would be as well to pick up the soap in a prison ......... chap all the neighbours and get as many as you can and dump the cow .........
tell her politely im the man and i dont settel for second best neither should you mrs ...i aint let you down and i cannot go over some one elses work which is inferiour to my own .so if you dont mind i would like to close your account thankyou for your breif custom its been a pleasure working for you
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It's obvious she's hedging her bets, She wants to make sure that the prodigal window cleaner comes regular again. If he does she will dump you. Dai
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but it is not a new custy for the next guy, she wishes to use her EX wc on a regular basis,who has suddenly re-appeared. OK that is her choice, but she is expecting Simon to take a back seat even though he has not let her down or done a bad job. >:(
If Simon feels that a twice yearly clean at a certain price is ok for him, then great for him, but I would put money on it that as soon as he is due to visit the next time, she will make some sort of excuse.
We have twice yearly jobs, that are worth doing domestics from £70.00, commercials from £350.00, but that is the deal and they know if they change the goalposts, the price will change too!
Customer service should be paramount to everyone in business. but there is a limit to how flexible you should be and once that line is crossed then you should politely let the customer know, that you can no longer service their requirements. :)
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dump her big time, i wouldnt have given it a seconds thought, it doesnt take a lot for me to dump a customer these days, if they give me the respect i give them i clean their windows,if not then goodbye, and asking you to come and clean their windows as and when they feel like it is not giving you or the work you do any respect at all
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Charge her double for 6 monthly. If she goes for it its good, If not who cares.
Lee
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DUMP HER
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the moment you let the "tail" wag the "dog" its all over !!!
dump her
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time waister!!!!!! not worth worrying about ::)
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Just got off the phone from her and this is how the conversation roughly went:
ME:
Hello Mrs Smith, I've been thinking about our working relationship and to be honest I'm not over-happy with the other guy coming to give your windows a quick once over with a damp rag when he needs a few quid and I'm the reserve for special occasions. I don't have a problem with quarterly cleans as long as the customer sticks to the agreement and it is 4 times a year...this way I know roughly what my income will be and I can budget my life accordingly. With ad hoc cleans I'll never know from one month to the next what my income will be.
HER:
I hadn't thought of it that way, I just assumed all you guys had work coming out of your ears and turned up as and when it suited you.
ME:
Well obviously that's how your other guy does business...but I don't. You want quarterly, that's what you get with me. So please choose him or me.
HER: Errr Ummm Errr...I need to think before I can answer ::)
ME:
Don't worry, you've answered...BYE!
.........and another one bites the dust!
Better get my canvassing skills up-to-date at this rate ;D
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way to go my son
there is always tomorow
dont wait for the boat to come to you row out and get it bet you felt good but he he
i love this job ;D ;D
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Well done Simon,
But I bet she phones you within 6 months
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Just got off the phone from her and this is how the conversation roughly went:
ME:
Hello Mrs Smith, I've been thinking about our working relationship and to be honest I'm not over-happy with the other guy coming to give your windows a quick once over with a damp rag when he needs a few quid and I'm the reserve for special occasions. I don't have a problem with quarterly cleans as long as the customer sticks to the agreement and it is 4 times a year...this way I know roughly what my income will be and I can budget my life accordingly. With ad hoc cleans I'll never know from one month to the next what my income will be.
HER:
I hadn't thought of it that way, I just assumed all you guys had work coming out of your ears and turned up as and when it suited you.
ME:
Well obviously that's how your other guy does business...but I don't. You want quarterly, that's what you get with me. So please choose him or me.
HER: Errr Ummm Errr...I need to think before I can answer ::)
ME:
Don't worry, you've answered...BYE!
.........and another one bites the dust!
Better get my canvassing skills up-to-date at this rate ;D
http://www.amazon.com/How-Win-Friends-Influence-People/dp/0671723650
;D
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sounds like you made the right choice simon sometimes these custys wind you up so much it is best to get rid of them