Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: cottonbud10 on June 02, 2008, 08:33:32 pm
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hi all,took on this customer from a couple of winow cleaners,big house ,no wonder they passed it on,as it was also underpriced,but as a matter of goodwill i kept the price the same at £26,she,s always complaining about something and will not let me use wfp..these windows are all lead light and georgian,Went round to do them the other day and the side gate was locked so could,nt do backs,done all front and side ,all off lader and worked out a price of £14,went round tonight and she said the price is £13 ,i said to her what does it say on the ticket.....£14 and thats what i want,she said as i only done half the house the price should be £13,,we went on like this for a while and in the end i said that if you want to split hairs over £1,then i think you should find yourself someone else.Now the question is was i the soppy one or should i let customers dictate to me how much they,ll pay..i have enough work that i can do without people like that,but i will miss the money
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You need to charge more for the first half of the house, you where right.
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ummm DROP IT! dont be messed around matey, drop it.
i know some people who charge full price even if they cant get round back, price is per property not per pane...
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Why on earth are you doing jobs like that,i would have superglued her doorbell lol. ;D ;D ;D ;D ;D ;D ;D ;D ;D ;D ;D :P :P :P :P
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hi all,took on this customer from a couple of winow cleaners,big house ,no wonder they passed it on,as it was also underpriced,but as a matter of goodwill i kept the price the same at £26,she,s always complaining about something and will not let me use wfp..these windows are all lead light and georgian,Went round to do them the other day and the side gate was locked so could,nt do backs,done all front and side ,all off lader and worked out a price of £14,went round tonight and she said the price is £13 ,i said to her what does it say on the ticket.....£14 and thats what i want,she said as i only done half the house the price should be £13,,we went on like this for a while and in the end i said that if you want to split hairs over £1,then i think you should find yourself someone else.Now the question is was i the soppy one or should i let customers dictate to me how much they,ll pay..i have enough work that i can do without people like that,but i will miss the money
I think you priced it to cheap, 3/4 for front only, I do not get dictated to by customers I run my business and they are on my terms.
I think you was more than fair and she is just trying it on, tell her this, if she does not like it move on, plenty more houses out there.
Ian
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I would drop it anyway,she`s shown you what`s to come she`ll never be pleased with what you do for her, move on there are plenty that will.
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thankyou all for your input,i feel much better,you never realy want to loose or upset customers,and unlike some people, things like this play on my mind for a while
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I know what you mean I take it personally if a custie goes elsewhere, but then as all the rest have said its your job and livelyhood, not just a fiddle, thats the price love ,pay it or get another w/cr. Maybe thats why the previous guy passed the job to you, he wanted out.
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customers ( use the term loosely ) like these can make your life miserable :'( they can take all the joy away from , what is a great job , just remember you are providing a 1st class service , if they dont appreciate that fact , then their are plenty of people who will want you I promise . ;D
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thankyou all for your input,i feel much better,you never realy want to loose or upset customers,and unlike some people, things like this play on my mind for a while
too right mate they play on my mind too!! but try not to let it! it does me in and i dwell on it...but think how many other pepole you please
remember this...you cant please everyone (even as hard you may try)
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You can have 100 salt of the earth customers , and one awkward, miserable, life hating, penny pinching, non tea making, late paying , world hating indidvidual who want you to feel as miserable ! . . . . . . . .JUST SAY NO >:(
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You can have 100 salt of the earth customers , and one awkward, miserable, life hating, penny pinching, non tea making, late paying , world hating indidvidual who want you to feel as miserable ! . . . . . . . .JUST SAY NO >:(
IT only takes 1 to spoil the day tho don't it >:(
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Don't take on work for yourself at the previous window cleaner's prices.
Charge what you would normally charge one of your own new customers.
If I charged what some of the previous window cleaners were charging then I'd be working for half the price, hence why the potential customer asked me to clean them because their previous window cleaner disappeared. I've no problems informing a customer my price will be £xx.00 (double or whatever) even if they almost die of shock from the increased price. I do a good job, I'm regular and I have a value I put on my time and stick to it as near as possible.
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thankyou all for your input,i feel much better,you never realy want to loose or upset customers,and unlike some people, things like this play on my mind for a while
8) No one is saying you have to be nasty! ::)
Just tell the lady what the real price should be (You know how much It should be in your heart!)
Tell her this is a real job, and you offer a service second to none!
Inform her you won't haggle next time and the prices are as follows
Front £...
Front & Backs £...
Have a written agreement if necessary !
WHAT I AM TRYING TO TELL YOU IS...
LET HER KNOW YOU ARE THE BOSS! 8)
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I would drop it anyway,she`s shown you what`s to come she`ll never be pleased with what you do for her, move on there are plenty that will.
Absolutely Right i smell trouble on the horizon
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,she,s always complaining about something and will not let me use wfp
If you use WFP and she said you can't use why did you clean it i would have told her to find someone else straight away.
Never let a customer dictate to you the way you clean windows is your business not hers.
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when i started out on me own i took on loads of houses on a street at the old wc prices. i was new to pricing so thought it would be o.k thing is i did them to long and now the price is going up there all moaning about the increse. i'd happly drop the lot of them as i have no trouble getting new customas and never lose any unless they move but isee them quite often in my local town. i dont want word to get around that i'm money grabbing 'which i AM'lol
morral of the story is i never alow my self to be haggled now. not even by a couple of pence. if a potental customa trys to haggle you then they will be a night mere in the future!!
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hi all,took on this customer from a couple of winow cleaners,big house ,no wonder they passed it on,as it was also underpriced,but as a matter of goodwill i kept the price the same at £26,
OK - I understand that ...
she,s always complaining about something Red Flag and will not let me use wfp..
Bye bye lady, this tail ain't wagging this dog ...
these windows are all lead light and georgian,
Even more reason to get rid if she don't want wfp!
Went round to do them the other day and the side gate was locked so could,nt do backs,done all front and side ,all off lader and worked out a price of £14,went round tonight and she said the price is £13 ,i said to her what does it say on the ticket.....£14 and thats what i want,she said as i only done half the house the price should be £13,,we went on like this for a while and in the end i said that if you want to split hairs over £1,then i think you should find yourself someone else.
Hooray! Now you're getting it! ;D
Now the question is was i the soppy one
YES!
or should i let customers dictate to me how much they,ll pay..i have enough work that i can do without people like that,but i will miss the money
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Get rid! on the other side of the coin I turned up to do a job the other week and despite texting for them to leave the gate open they forgot ::) so I did front only charged £11 received a cheque next day and note saying please except apologies and find full payment of £20 there are good customers out there but ditch the bad ones that get you down.
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,she,s always complaining about something and will not let me use wfp
If you use WFP and she said you can't use why did you clean it i would have told her to find someone else straight away.
Never let a customer dictate to you the way you clean windows is your business not hers.
I was wondering that too Paul. I wouldn't have got as far as her first window.
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i remember once picking up a new customer given to me, did it first time round with wfp and you could see it her face, she didnt like wfp "beleive it wheni see it" type...pulled up next time went to open gate comes running out
"NO NO NO i dont want you"
"sorry?"
"you made a right mess on the floor last time with all the water!"
i shut the gate, laughed and got in the van and drove off. i have never done anything like that before and it felt so dam good lol!
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i remember once picking up a new customer given to me, did it first time round with wfp and you could see it her face, she didnt like wfp "beleive it wheni see it" type...pulled up next time went to open gate comes running out
"NO NO NO i dont want you"
"sorry?"
"you made a right mess on the floor last time with all the water!"
i shut the gate, laughed and got in the van and drove off. i have never done anything like that before and it felt so dam good lol!
I had a similar one a while back. The customer knew it was £35 but left the daughter £30....I let it go that time but phoned her later that evening to remind her we'd agreed £35. Next time I went daughter answers the door. Me: How much did your mum leave you? Her: £30 Me: Wish your mum good luck in finding somebody to clean this house for £30...bye!
Also the daughter used to follow me from room to room as I did the insides (presumably to make sure I didn't nick anything ::))
There are just some customers you're better off without.
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There are just some customers you're better off without.
Thats the truth! Its not complicated its simple. If they don't fit the profile they are no good for you.
I have a silly saying almost like a motto, some of you will remember the advert on telly a few years back for tinned fish.
"Its the fish John West rejects that makes John West the best"
Its the same for customers.
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There are just some customers you're better off without.
Thats the truth! Its not complicated its simple. If they don't fit the profile they are no good for you.
I have a silly saying almost like a motto, some of you will remember the advert on telly a few years back for tinned fish.
"Its the fish John West rejects that makes John West the best"
Its the same for customers.
So true Vince. I've had customers (even fairly recently) who are astonished that I would rather cancel than take pot luck in getting access to the back of the house. It's raining heavily today so I have time to post out a couple of cancellation letters. At least I generally take the trouble to let them know these days. Saves having to hide when I see them in the supermarket :)
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i have now got to the stage of telling all new customers that the price quoted is for the address so if i turn up and can only do the fronts its the same price as if i clean the whole house that way they stay on as a regular and if they arent happy then i smile and walk away
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One of the things that doesn't really get covered enough on here is customer profiling. After a while you sort of do it instinctively.
Imagine you were going to start a football team, you put a notice in a shop window and eventually you get 11 replies. So now you have a team, of sorts, but they are very much a scratch team. Some will be good but others just won't be right for you and you are going to have deal with that.
Over time you work with them, learn their strengths and weaknesses. Some stay in the team, others get dropped and a few just stop turning up.
Well, its exactly the same for window cleaning. The guys with the really good rounds have probably been quite ruthless at weeding out the no hopers and time wasters.
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It used to do my head in when customers think they can do this. Now i just accept that it will happen from time to time but don't let them get away with it.
When starting out you would quote some who think they should only pay what they paid to the previous window cleaner.
I have one who wants me to do some houses he rents out. Granted i quoted him a high price, but he will not accept the fact that i have to travel about 2 miles just to do three houses. This went on for a couple of months with him keep phoning, yet refusing to accept my price. Eventually he offered one pond less, i aint going to say what i told him.
It is well worth weeding out these customers.
Paul
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There are just some customers you're better off without.
Thats the truth! Its not complicated its simple. If they don't fit the profile they are no good for you.
I have a silly saying almost like a motto, some of you will remember the advert on telly a few years back for tinned fish.
"Its the fish John West rejects that makes John West the best"
Its the same for customers.
;D :D ;D :D
"Its the fish John West rejects that makes John West the best"
Love it! ;D :D 8)
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I had one the other day who phoned me "desperate" for the windows to be cleaned. She was a little out of my way but knowing it was a large house decided to take it on. Made the arrangements 10 o'clock Friday morning. So I drove there and arrived at 9.55am. Knock on the door. "Hello" I said. "Oh we wont be needing you now the window cleaner who cleans next door is going to do them tomorrow" She replied. "ok when was this decided?" I asked "Yesterday" I was fuming I had made a 30 mile round trip for no reason "Could you not ring me and let me know then as you've wasted my time now - Thanks for nothing" I said and walked off. Anyway the phone rings Saturday evening it was her - "Hi we do need you after all the other window cleaner hasn't turned up" Before i could reply and tell her to get stuffed (I ain't cleaning her windows for a million £ after she messed me) She added - "anyway I wasn't happy with his price I will pay you £15.00 (this is a £50 min house)! I didn't even bother to answer her, I just put the phone down. Customers like that I can do without quite frankly I would rather stick needles in my eyes than clean her windows.
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Get rid!
I agree.
On the other side of the coin I turned up to do a job the other week and despite texting for them to leave the gate open they forgot Roll Eyes so I did front only charged £11 received a cheque next day and note saying please except apologies and find full payment of £20 there are good customers out there but ditch the bad ones that get you down.
I also have custies like this. One where I originally quoted for for complete bungalow regularly tells me to leave the back for some reason or other but always insists on paying me the full amount because as she puts it, "I know I'm messing you about." She only has the back done about 1 in every 3 visits.
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I had one the other day who phoned me "desperate" for the windows to be cleaned. She was a little out of my way but knowing it was a large house decided to take it on. Made the arrangements 10 o'clock Friday morning. So I drove there and arrived at 9.55am. Knock on the door. "Hello" I said. "Oh we wont be needing you now the window cleaner who cleans next door is going to do them tomorrow" She replied. "ok when was this decided?" I asked "Yesterday" I was fuming I had made a 30 mile round trip for no reason "Could you not ring me and let me know then as you've wasted my time now - Thanks for nothing" I said and walked off. Anyway the phone rings Saturday evening it was her - "Hi we do need you after all the other window cleaner hasn't turned up" Before i could reply and tell her to get stuffed (I ain't cleaning her windows for a million £ after she messed me) She added - "anyway I wasn't happy with his price I will pay you £15.00 (this is a £50 min house)! I didn't even bother to answer her, I just put the phone down. Customers like that I can do without quite frankly I would rather stick needles in my eyes than clean her windows.
You should have said"that will do for the travelling expenses", turned up, asked for the money up front ,then buggered off Ha Ha !! that would teach the snotty cow :D
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Funny old world ain't it?
Had one a couple of years back ... foreign accent, Iranian I think comes up to me and says "you do my windows!" (like a command, not a request)
I offer to come over and quote and she says "no, no I pay £10" (this is for a big thirties, extended private semi with leaded transom bayed windows at the front)
I say, "no ,,,, I'll give you a quote."
"Don't bother" she says.
Two months later:-
Her "Are you the normal window cleaner?"
Me: "No, I'm the retarded one!"
Her "Eh? Anyway, you do my windows!"
Me: (Shortened version) "Ok, £20, regular monthly, £30 first clean"
Her "No, no! I pay £10!"
Me: No madam, with those leaded transoms and third floor extension my price is very fair"
Her "Don't bother, I find someone else"
Two months later
Her "You, Mr. Window cleaner, I pay £20; you do windows now!"
Me "You're very rude and I wouldn't do your windows for £100!"
Her "Yes I am! Don't bother!" Glad we got that sorted. ;D
Anyway, Starion who hides somewhere on this forum has more tolerance than me and does them for about £25 and tells me she's as good as gold!
So I trained her up and he gets the benefit. ;D No hard feelings!
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You can have 100 salt of the earth customers , and one awkward, miserable, life hating, penny pinching, non tea making, late paying , world hating indidvidual who want you to feel as miserable ! . . . . . . . .JUST SAY NO >:(
After reading the whole of this thread again, I just can't see why some of you get so upset...
This quote here for instance (above) People have a right to have OFF days, just like you and I!
Don't take it personally, smile. There is an old saying...
The customer is always right! This is as true now as it was when it was first penned/spoken!
When you enter into an agreement BOTH parties have to be pleased with the arrangement!
Let people have their points of view, maybe they don't make a cup of tea...BIG DEAL!
move on, BE HAPPY!
Remember people have the right to be... Miserable, hateful and damn right obnoxious if they wish! 8) 8) 8)
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did woman last week house, ledded, trad. charged her £30. over priced bu i didnt want the job but she was desprate so i thought if she is willing to pay over the odds then fine.she then said just b4 i did it. ''next doors only pays 15 your very exspencive''. i told her to ask next doors wc to do hers. ''he wont do them said hes not taking on any more work'' (coz there leds i bet) ''well its up to you mrs but its a price not a starting bid'' she laughed ''o.k do them then after we can arange a regula thing, oh could you invoice my company name''. (doggy cow) well igets the cheque in the post with a note ''you can do them on a monthly basics for £25 ithinkthis is very rasonable as next door pays £15''. i phoned her and said my name is dean not david dickingson. good luck.
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aarrrggghhhh I hate people like that - surely it ain't illegal to 'get rid of' someone like that?
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I had a call from a man a while back who said "You clean my windows first and if I am satisfied with them I will pay you"
Guess what my reply was, Ill give you a clue, two words, first word four letters, second word three letters.
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I had one the other day who phoned me "desperate" for the windows to be cleaned. She was a little out of my way but knowing it was a large house decided to take it on. Made the arrangements 10 o'clock Friday morning. So I drove there and arrived at 9.55am. Knock on the door. "Hello" I said. "Oh we wont be needing you now the window cleaner who cleans next door is going to do them tomorrow" She replied. "ok when was this decided?" I asked "Yesterday" I was fuming I had made a 30 mile round trip for no reason "Could you not ring me and let me know then as you've wasted my time now - Thanks for nothing" I said and walked off. Anyway the phone rings Saturday evening it was her - "Hi we do need you after all the other window cleaner hasn't turned up" Before i could reply and tell her to get stuffed (I ain't cleaning her windows for a million £ after she messed me) She added - "anyway I wasn't happy with his price I will pay you £15.00 (this is a £50 min house)! I didn't even bother to answer her, I just put the phone down. Customers like that I can do without quite frankly I would rather stick needles in my eyes than clean her windows.
i find it hard to believe you do a 30 mile round trip just to clean one house
Whys that so hard to believe? It was a big country house 15 miles there 15 miles back. Like I said this house was £50 min house. If it was a 3 bed semi then obviously I wouldn't of bothered but this was a fair sized house and these are usually quality. I had hoped to do that one then canvass the rest to make it even more worthwhile. I have commercial work that is well paying but is upto 70 miles away (large office blocks) I make more money traveling to these than I would if I just stuck to domestics in my local area so why the doubt? We all have our own ways of operating our businesses just because I don't operate the same way as you dosen't mean a thing.
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Just as an aside, do any of you ever negotiate a price down on anything?
Like builders, plumbers, shops etc?
Window cleaners are not exempt from being bid either. ;)
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should have put £1 worth of dirt back then walked off, never to be seen again.
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Definately should have done the old "winding the middle finger up" sign. ;D
(if you can picture what I mean) ;D
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I had a call from a man a while back who said "You clean my windows first and if I am satisfied with them I will pay you"
Guess what my reply was, Ill give you a clue, two words, first word four letters, second word three letters.
Stop now? :)