Clean It Up

UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: supernova77 on August 28, 2008, 06:15:28 pm

Title: Lost a customer via email
Post by: supernova77 on August 28, 2008, 06:15:28 pm

I got an email from a customer cancelling my services... A £25 account, every 8 weeks.

She was always a slow payer - mostly paying after 2 cleans and a few chases from me for the money:

Here is the email transcript between us:

---
Hi Andy,

I would like to cancel my window cleaning service from today onwards.

Thank You for your service!

---
Hi,

Thanks for letting me know.

Are you cancelling due to any problems with the service at all?

Thanks,

Andy

---
Hi Andy,

Service been good, no problems at all.

Just trying out new provider for a while, if not good, coming back to you:)

Thanks,

---
Hi Hanni,

I’m pleased that there have been no problems.

I hope that if the new providers are cheaper they are fully insured etc…

I actually have a waiting list of customers. So the chances are I’ll be fully booked if you’re new providers let you down.

Thanks,

Andy


Ha ha ha - I would never take her back!!!

Andy

Title: Re: Lost a customer via email
Post by: LWC on August 28, 2008, 06:17:44 pm

i wouldnt of even bothered replying to first one

just never go again

Title: Re: Lost a customer via email
Post by: windowwashers on August 28, 2008, 06:19:29 pm

Quote from: Andy @ Southern Cleaning Services on August 28, 2008, 06:15:28 pm

I got an email from a customer cancelling my services... A £25 account, every 8 weeks.

She was always a slow payer - mostly paying after 2 cleans and a few chases from me for the money:

Here is the email transcript between us:

---
Hi Andy,

I would like to cancel my window cleaning service from today onwards.

Thank You for your service!

---
Hi,

Thanks for letting me know.

Are you cancelling due to any problems with the service at all?

Thanks,

Andy

---
Hi Andy,

Service been good, no problems at all.

Just trying out new provider for a while, if not good, coming back to you:)

Thanks,

---
Hi Hanni,

I’m pleased that there have been no problems.

I hope that if the new providers are cheaper they are fully insured etc…

I actually have a waiting list of customers. So the chances are I’ll be fully booked if you’re new providers let you down.

Thanks,

Andy


Ha ha ha - I would never take her back!!!

Andy

I would but the price would go right up  ;)

Title: Re: Lost a customer via email
Post by: roundbuilder on August 28, 2008, 06:23:55 pm

haha made me chuckle. What a cow actualy telling you she is trying someone else. How long was she a custy for with you??.

Title: Re: Lost a customer via email
Post by: supernova77 on August 28, 2008, 06:27:06 pm

Quote

How long was she a custy for with you??.

About 2 years I think...

Andy

Title: Re: Lost a customer via email
Post by: roundbuilder on August 28, 2008, 06:29:00 pm

Well sounds like your best away from her. Go replace her with a better 1 buddy

Title: Re: Lost a customer via email
Post by: Oakley Windows on August 28, 2008, 06:41:18 pm

I had one who about 18 months ago cancel (shes an Australian, apparently they have their windows cleaned over there about as often as in America) anyway, this last week theres been 2 voicemails from her wanting her windows done again, second message she even told me what day to turn up !!

Looks like I'll be busy elsewhere that day.

Title: Re: Lost a customer via email
Post by: gsw on August 28, 2008, 06:50:25 pm

the public never ceases to amaze me, i hope she comes back begging and you get to tell her exactly where to stick it!

Title: Re: Lost a customer via email
Post by: ftp on August 28, 2008, 06:54:37 pm

I picked one up last month first clean - absolutely filthy we agreed on a monthly clean. They phoned up to say they don't need me anymore 'cos they are moving. Crafty sods
 >:(

Title: Re: Lost a customer via email
Post by: Paul Coleman on August 28, 2008, 06:59:49 pm

I've had both enquiries and cancellations by email.  Personally, except for the very big jobs (by my standards), I would rather them cancel than mess about trying to reduce service frequencies etc.

Title: Re: Lost a customer via email
Post by: windowwashers on August 28, 2008, 07:11:10 pm

Quote from: ftp on August 28, 2008, 06:54:37 pm

I picked one up last month first clean - absolutely filthy we agreed on a monthly clean. They phoned up to say they don't need me anymore 'cos they are moving. Crafty sods
 >:(

I always stae a one -off price for first cleans, they pay less if regualar and I always chase for payment if they try doing this,

Title: Re: Lost a customer via email
Post by: Wayne Thomas on August 28, 2008, 08:01:14 pm

Quote from: ftp on August 28, 2008, 06:54:37 pm

I picked one up last month first clean - absolutely filthy we agreed on a monthly clean. They phoned up to say they don't need me anymore 'cos they are moving. Crafty sods
 >:(

Charge double on 1st cleans ;D

Title: Re: Lost a customer via email
Post by: Wayne Thomas on August 28, 2008, 08:05:39 pm

Quote

I would but the price would go right up  ;)

Quote

Me too, a lot more & inform her, 'cause she's a 'new customer' again, it's a newer price, (a much better price), for being messed around 8)

Title: Re: Lost a customer via email
Post by: Feen on August 28, 2008, 08:21:11 pm

Andy, Consider the time it took you to write and reply to these emails from her as working time. How much did that cost you at your hourly rate? Let them go no questions asked and no time wasted. Customers will come and go, it's the nature of the business. I would add that knowing what you now know, don't go back at any price. She'll muck you around again sometime.

Title: Re: Lost a customer via email
Post by: Dean Taberner on August 28, 2008, 08:56:40 pm

Obviously trying out the cheaper option >:(

You will get a call after xmas when the temp drops to sub zero and the other youth decides his dole will tide him over untill next summer. :o

 >:( >:( >:(