Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: davids3511 on June 09, 2008, 07:35:45 pm
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Called to clean a customer today, had originally spoken to his wife and arranged it all. Anyway, I pull into the drive and before I can even get out, this guy is out wanting to know what I am doing there. I explain I am there to do the windows.
I proceed to get my back pack and pole out and he says 'aw, that's no good'. What do you mean I asked? 'Well, on our last house it put water between the panes of glass and Vicky said she would never let that be used again'. I explain all about how the glass is made, the silica gel and how eventually the seal goes. The cold water hits the window and the difference in temp makes the water condense on the inside of the window, blah blah (you all know the arguments already).
He still isn't sure and says 'Well I will check them all tomorrow', he obviously did not believe my explanation. I put my pole and backpack back into the car and say very politely 'look, I think we should just leave them. You are obviously not happy with the system'. He rings his wife as I am pulling out and shouts after me 'well, she wants you to do them'. No I said, and drove off leaving him looking bemused.
Did I do the right thing? He was polite the whole way through, just a little rough around the edges. I could just see him examining all his windows and blaming all the blow ones on me. I could see a few myself from the driveway, never mind up close. I could just imagine grief in the future and could do without the hassle.
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Id of done the same, he was just trying to be the boss without his misses there but i bet he is getting it in the neck from here right now lol.
Chris
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we get the blame for everything
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I'd have done the same.
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Cheers, I though I might have overreacted.
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Id done the same too! the amount of time it takes to setup well its not that long but its a hastle then having to get it all out again proberly wasted about 15mins allready.
I think you done the right thing people treating you like idiots!
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I have won over many customers like this one, many of us would probably have reacted in a similar way if a stranger turned up at our property who we were not expecting. I just keep smiling and keep talking, and I find once you have won over this type of customer, they very often become excellent customers!! :)
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same. well explained, at best you were being tolerated, any errors at all would have proved him right.
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I find the opposite groundhog. If they have an attitude problem, its going to cause issues at some point. In my opinion, this guy at had an attitude problem by the sound of it.
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I have won over many customers like this one, many of us would probably have reacted in a similar way if a stranger turned up at our property who we were not expecting. I just keep smiling and keep talking, and I find once you have won over this type of customer, they very often become excellent customers!! :)
I find with this type of customer, one who had already signaled to his wife that he wasn't happy, that they will find any excuse to prove themselves right and get rid of you. It is rare people will admit they are not infallible.
I don't mind the ones who are not sure if you will do a good job, they are there to be convinced. However, one who has convinced himself that the system is responsible for blowing his double glaxing on his last house, one who wouldn't listen to the explanation and one who I can see already has some blown units on his new house just seemed like potential trouble to me.
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we get the blame for everything
I got blamed for breaking an inside pane of glass the other month unbelievable!!! steer well clear of these pillocks!
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I find the opposite groundhog. If they have an attitude problem, its going to cause issues at some point. In my opinion, this guy at had an attitude problem by the sound of it.
You have to be able to sell yourself and your service, I have many excellent customers who started out this way, I'm just glad that I did not give up and walk away! You also have to see it from their perspective, his wife had probably not even told him that she had taken on a window cleaner, you turn up on his property and he has no idea who you are, so he is bound to be a bit defensive! he may also have had bad experiences of wfp in the past, you have to be understanding in these situations, and you can turn it around in your favour. With a little effort this man could have become an excellent customer who recommends you to all of his friends, I always give people the benefit of the doubt, sometimes I'm wrong, but when I'm right it can pay dividends!! :)
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Called to clean a customer today, had originally spoken to his wife and arranged it all. Anyway, I pull into the drive and before I can even get out, this guy is out wanting to know what I am doing there. I explain I am there to do the windows.
I proceed to get my back pack and pole out and he says 'aw, that's no good'. What do you mean I asked? 'Well, on our last house it put water between the panes of glass and Vicky said she would never let that be used again'. I explain all about how the glass is made, the silica gel and how eventually the seal goes. The cold water hits the window and the difference in temp makes the water condense on the inside of the window, blah blah (you all know the arguments already).
He still isn't sure and says 'Well I will check them all tomorrow', he obviously did not believe my explanation. I put my pole and backpack back into the car and say very politely 'look, I think we should just leave them. You are obviously not happy with the system'. He rings his wife as I am pulling out and shouts after me 'well, she wants you to do them'. No I said, and drove off leaving him looking bemused.
Did I do the right thing? He was polite the whole way through, just a little rough around the edges. I could just see him examining all his windows and blaming all the blow ones on me. I could see a few myself from the driveway, never mind up close. I could just imagine grief in the future and could do without the hassle.
What you did was 100% right. You handled it perfectly. If it starts like that its too risky and its best to cut a difficult customer loose before anything bad can happen. You don't have to be rude, and you weren't.
It may be they would turn out fine in the end but do you want to take the risk?
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Perhaps I should do a new video on how to handle awkward customers!!! It seems that you lot could do with a few pointers!!! ;D
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Perhaps I should do a new video on how to handle awkward customers!!! It seems that you lot could do with a few pointers!!! ;D
I will help ;) ;D
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Perhaps I should do a new video on how to handle awkward customers!!! It seems that you lot could do with a few pointers!!! ;D
Pointers would be ideal to sort out troublesome customers!!!
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Perhaps I should do a new video on how to handle awkward customers!!! It seems that you lot could do with a few pointers!!! ;D
I will help ;) ;D
Hi Ian, that would be good!! we could do some role play, and I could play the role of the awkward customer!! should be fun!! ;D
Sorry I didn't give you a call at the weekend mate, I haven't forgot, and will give you a buzz next time I've got a spare 5 minutes! :)
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Perhaps I should do a new video on how to handle awkward customers!!! It seems that you lot could do with a few pointers!!! ;D
I will help ;) ;D
Hi Ian, that would be good!! we could do some role play, and I could play the role of the awkward customer!! should be fun!! ;D
Sorry I didn't give you a call at the weekend mate, I haven't forgot, and will give you a buzz next time I've got a spare 5 minutes! :)
What area do you live in ?
I will pop up there and do a vid with you, I will even let you wear one of my tops for it ;)
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Perhaps I should do a new video on how to handle awkward customers!!! It seems that you lot could do with a few pointers!!! ;D
I have no problem handling awkward customers. I have many that started out unsure and now pass my number on to neighbours.
Perhaps you haven't actually read the original post, it wasn't a standard, run of the mill 'I'm not sure about all that water' issue. He was convinced WFP blew his last windows, he was convinced they would blow these windows. I explained the science behind what was happening and he still wasn't happy. He had windows that were aleady blown, he stated he would be checking them tomorrow.
Now instead of blowing smoke up your own arse, light in the head from your B&Q pole topic, explain what do you think I should have said/done differently when I knew there were already some blown windows. Do you think a tour of a double glazing factory was in order?
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Perhaps I should do a new video on how to handle awkward customers!!! It seems that you lot could do with a few pointers!!! ;D
I have no problem handling awkward customers. I have many that started out unsure and now pass my number on to neighbours.
Perhaps you haven't actually read the original post, it wasn't a standard, run of the mill 'I'm not sure about all that water' issue. He was convinced WFP blew his last windows, he was convinced they would blow these windows. I explained the science behind what was happening and he still wasn't happy. He had windows that were aleady blown, he stated he would be checking them tomorrow.
Now instead of blowing smoke up your own arse, light in the head from your B&Q pole topic, explain what do you think I should have said/done differently when I knew there were already some blown windows. Do you think a tour of a double glazing factory was in order?
Calm down mate :) I'm only trying to help! perhaps you could have pointed out that there were a few window that already had problems, and advised him on how to get this sorted out, perhaps give him the number of a local tradesman who could fix them for him, then do a fantastic job of cleaning his windows and getting his frames absolutely spotless!! The result may well have been a happy customer, converted to wfp, who will recommend you to all his neighboors and friends!!! And hopefully the next time you called, he would be waiting with a cup of tea and biscuits on a tray!! ;D
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What area do you live in ?
I will pop up there and do a vid with you, I will even let you wear one of my tops for it ;)
Hi Ian, I'm just North of Portsmouth, and whats wrong with my tops!! Or do you want me to advertise your business for you? ??? I'm not cheap you know!!!! ;D
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Perhaps I should do a new video on how to handle awkward customers!!! It seems that you lot could do with a few pointers!!! ;D
I have no problem handling awkward customers. I have many that started out unsure and now pass my number on to neighbours.
Perhaps you haven't actually read the original post, it wasn't a standard, run of the mill 'I'm not sure about all that water' issue. He was convinced WFP blew his last windows, he was convinced they would blow these windows. I explained the science behind what was happening and he still wasn't happy. He had windows that were aleady blown, he stated he would be checking them tomorrow.
Now instead of blowing smoke up your own arse, light in the head from your B&Q pole topic, explain what do you think I should have said/done differently when I knew there were already some blown windows. Do you think a tour of a double glazing factory was in order?
Thats a bit harsh!! handbags at dawn :o
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Perhaps I should do a new video on how to handle awkward customers!!! It seems that you lot could do with a few pointers!!! ;D
I have no problem handling awkward customers. I have many that started out unsure and now pass my number on to neighbours.
Perhaps you haven't actually read the original post, it wasn't a standard, run of the mill 'I'm not sure about all that water' issue. He was convinced WFP blew his last windows, he was convinced they would blow these windows. I explained the science behind what was happening and he still wasn't happy. He had windows that were aleady blown, he stated he would be checking them tomorrow.
Now instead of blowing smoke up your own arse, light in the head from your B&Q pole topic, explain what do you think I should have said/done differently when I knew there were already some blown windows. Do you think a tour of a double glazing factory was in order?
Calm down mate :) I'm only trying to help! perhaps you could have pointed out that there were a few window that already had problems, and advised him on how to get this sorted out, perhaps give him the number of a local tradesman who could fix them for him, then do a fantastic job of cleaning his windows and getting his frames absolutely spotless!! The result may well have been a happy customer, converted to wfp, who will recommend you to all his neighboors and friends!!! And hopefully the next time you called, he would be waiting with a cup of tea and biscuits on a tray!! ;D
Sorry, yeah, was a bit edgy.
I guess he might have turned out ok. I just didn't wan't the hassle of next month being told I ruined some of his windows. I just didn't see him ever coming round.
On the point of replacing his windows, I wish I was in a position to offer a service. A prime example of how we are in aposition to offer extra services and make additional profit.
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Don't worry about it mate, you were there mate not me, every situation is different. I was just saying that sometimes these situations can be turned around in your favour. :)
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When i first started out i put up with loads of crap to keep a good reputation, some of my customers used to follow me around checking my work!!! i put up with it and 5 years later they are excellent customers because they know i provide a superb service every time!
Nowadays im not so patient!
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we took on a new customer last month previous window cleaner was charging 8 pound i priced it at 12 she wasnt happy but agreed to 11 i wasnt happy dropping my price but thought it was a good area to gather new customers close to home etc next month i go back and she was so happy with the job i done she offfered 12 sometimes you have to give them the benefit of doubt
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What area do you live in ?
I will pop up there and do a vid with you, I will even let you wear one of my tops for it ;)
Hi Ian, I'm just North of Portsmouth, and whats wrong with my tops!! Or do you want me to advertise your business for you? ??? I'm not cheap you know!!!! ;D
There is noting wrong with your tops at all, I just think you would look better in mine :-*
your about 2 hours from me max
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Don't worry about it mate, you were there mate not me, every situation is different. I was just saying that sometimes these situations can be turned around in your favour. :)
I know, I remember one in particular. She was quite agressive at the quote stage, pointing out she had loads of trouble with the last guys skipping windows and the rest. She was eating out my hand three cleans later and eventually took me with her when she moved (figuratively speaking of course).
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Now instead of blowing smoke up your own arse, light in the head from your B&Q pole topic, explain what do you think I should have said/done differently when I knew there were already some blown windows. Do you think a tour of a double glazing factory was in order?
Now that you've all kissed and made up, may I just say how this is the funniest thing I've read on here in a long while? - "post of the month" is my vote! ;D
BTW - I'd have done the same as you, caught on the hop like you were ... but if I had the presence of mind I could see how the other options might have worked.