Clean It Up
UK General Cleaning Forum => General Cleaning Forum => Topic started by: Jan K on March 16, 2005, 09:20:26 pm
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Hi guys!
I hope you are all well and thriving! I had the greatest of pleasure id dropping my first over-reactive, fussy, complaining Client today, and it made me feel rather good! Perhaps I shouldn't be saying this and no doubt some of you will give me grief over this, but there ya go. My best cleaner, and good friend, cleaned for a new Client for the first time today. Later I get a phone call from the Client complaining that my pal didn't do this, and didn't do that and didn't do the other and left an hour early (Clients younger brother at home apparently sick with sore trhroat, but well enough to be sat at the computer for the 3 hours my pal was cleaning). She wasn't impressed with the clean at all etc etc etc. Soooo I called my pal and asked her to give me a blow by blow account of what she did at the Clients, which she did. Now bear in mind my pal has been with my for over 5 months, has never once had a complaint against he, has never left a job early, and ALL her Clients have nothing but praise for her, I guess this new Client is trying to wangle a free clean as she says she is not going to pay for it). Anyway, I speak to the Client and say that my pal is very upset that Client is not happy with clean, and quite shocked that the brother says she left early. I say I am not accusing her brother of lying about when pal left, that maybe he was mistaken about time (my pal could never have done all she did in less than 3 hours). Also my pal had cleaned everything the Client had said she hadn't. Anyway (I'm getting there now) I explained that me pal wasn't very keen on returning to clean for her under the circumstances and as I don't have another cleaner to relce her I suggested we cancel the contract her and now to give her the freedom to look for someone else to clean for her (which she won't find cos half the dom cleaning services have shut up shop!!) So Client gets a free clean, and we get a free slot, which incidentally half an hour later gets filled by someone else looking for a cleaner (only twice as many hours). There is justice in the world after all.....anyway I am relieved that I am finally in the position of being able to cancel Client contracts as I do not wish my girls to be working in an atmosphere they are not happy with.
:)
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Well done Jan
Like I have said before, its your business and you should run it....not the client.
Ok, the client can sack you and your business or whatever if you are doing a crap job.....but when you have faith and trust in your staff and the client still complains....well like you say, its good to be in that position to get rid of any grief you get.
Regards
Tim
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Well done from me too :)
Funny you mention this as my Dad was speaking to an Accountant friend yesterday, telling him all about me setting up in cleaning and he recommended I go into office cleaning, rather than Domestic for this very reason. He said his offices aren't cleaned as wonderfully as he would like but it's good enough, however when cleaning domestic properties you will always get the lady who has certain standards that you can never meet but then like you have proved Jan, we just have to deal with these issues and move on! :) It hasn't put me off, I still want to work in the domestic market and offices may come in long term but not where I wish to start, however I am interested in trying to get into the letting side of cleaning in the future, once I have more experience and have built up my reputation.
Anyway, I am still busy attending courses through Business Link at present, another attendee has asked me to clean for him, he can't afford a cleaner just yet as in the early days of his own business as an IT Consultant, however had 3 previous bad experiences with cleaners and wants someone he can trust to start in the Summer so I have his business card to call him then :) It's positive stuff as I haven't even started my business yet and it is nice to know that I appear to be getting myself across to people without even trying as I don't intend to start selling my business until I am properly set up :)
Jan glad things are going really well for you :)
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Hi Jan
Something my dad told me, 'not all business is good business'. When i started i was so grateful to get the jobs i took most things.
I soon discovered that some jobs required a lot of imput, the client is horrible and because we are new to the game our pricing was not spot on to begin with. This might not matter in the begininng but when new better jobs arrive that might need that time slot that is when it is very telling.
Good luck
Sharon
p.s i have sent you a pm
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Are you going to do this with every client who complains? It's great that others on here have posted saying well done and Timbob has a point when he says it is you who runs the business not the client but from what you have posted I think you have acted on impulse.
You say you recieved the complaints later the same day that the clean was done, yet you didn't go to the clients house to assess the situation but relied on your pal to tell you what went on. With the greatest of respect your pal may be the best cleaner since sliced bread and never had any complaints before but she could also have had an 'off' day and be feeding you a bit of a line.
I have managed people for years and no matter how good we feel they are there will always be a certain amount of 'slipping' (for want of a better word). The fact that this person is your friend makes your judgement of the situation cloudy, ofcourse you want to believe that the client is a whinging old bag and is wrong and your friend is the best and would not 'accidently' miss certain details out of her account to you.
Don't you think it was a bit harsh to judge the situation after only one clean, especially where it seems the son was stirring the situation. This ex client is now going to bad mouth you and as it seems to me (my opinion only don't forget) she feels she has every right too as no attempt was really made to rectify the situation, not even a visit made to look.
I'm glad you feel good about it now and that you have picked up another account so quickly to fill the gap. You are going to have to deal with complaints everyday as you grow, even if you think you are the best someone is going to find something to moan about. Think about how you are going to deal with complaints what procedures have you in place, customer communication and staff liasion.
You do get the odd client who is going to moan constantly and be difficult and you are probably better off without them, who knows this may have been one of them but after only one clean you are now never going to know if she was or whether it was 'teething problems'.
Well someone had to give you the grief you were expecting! ;)
Fox
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It seems after reading many of your every day dilemma’s to which this seems like another, that you really haven’t quite got the hang of this yet. I have watched you on previous posts, completely ignore very sound advice and instead defend all those things that are causing you the problems.
Isn’t this like consistently shooting yourself in the foot and then stating I don’t care if it hurts I know what I’m doing.
However if you are simply a domestic cleaner trying to find a bit of your own work with your mates then all is understandable. If on the other hand you are trying to actually run a business and excel to being professional, then you have a bit to do yet.
The so called client you described is common and normal in every day business, however how you handled it isn’t. Any idiot off the street can tell another person to sling their hook, the clever part would have been not to and made the job work for you. That way with this new work you would of had two more clients not one!
The process that Fox has explained about getting off your bum and looking for yourself, would be the minimum expected and should have been automatic. Is this friend of yours, one of those that has earned the promotion by understanding your plight and why she doesn’t get the bare minimum benefits that she could get anywhere else. Or is this the one that you were complaining about being unreliable on here the other day.
The statement "The client doesn’t run your business" is very true but neither do your friends, or do they? Hardly leading from the front is it.
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Oooh Jan you devil..... :o
I understand your initial reaction but I would have to be 'seen to be doing the right thing' i.e. a re-visit from the proprietor to assess the facts. From a professional perspective it is your business and not your friends'. Unfortunately complaints spread much faster than compliments.
However as the saying goes every cloud has a silver lining and I am glad you have gained the new business!
By the way thank you for your pm ;D
All the best
Maggie :)
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Hi Guys!
Thanks for your reactions, both positive and negative!
Please don't get me wrong here, I am NOT just employing friends, indeed I have just employed my 3rd lady, only 1 is a friend. However I have over 20 years customer service/administrative experience and am quite capable of handling complaints in whatever size, shape or form.
I was aware when I took on this Client that she would not be an easy one to satisfy, and in my conversations with her she constantly made a point of letting me know that her friend ran her own cleaning business. I also deduced, from things she would say in our conversations, that this would be a test, but even before I started my business I made the decision to look after my girls first and my Clients second if it came to the crunch. Some of you may not agree with this, as it is the Clients that are bringing in the money, BUT good cleaners are really hard to come by, and I am prepared to sacrifice the odd Client for the peace of mind and loyalty of my girls.
This is not the first time I have run a business, I did so 15 years ago, but folded when my kids came along as I wanted to be an at home mum, not a working mum.
And whether or not some of you think I am ignoring advice and defending all things that are causing me problems, it hasn't stopped me being in the position of employing 3 ladies in as many months, consistently signing up at least a couple of new Clients each week (I now have 23 Clients, most of which have come from my YP ad or recommendations).
I have high standards and I expect my girls to have the same. I have a strict company policy, but I am fair and loyal if I am shown hardwork and loyalty too.
At the end of the day, whether or not I wish to accept and use advice on this board, whether asked for or not, is neither here nor there. I make my own mistakes and my own successes. However, this board is invaluable and it has helped me immensely.
Whether we are all running dom cleaning businesses or commercial, industrial, office cleaning businesses. Every company is different and every Client is different, and what may work in one part of the country won't necessarily work somewhere else. We are after the same end, to make a comfortable living.
By the way, I thrive on both positive and negative criticism, so fire away! ;D
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There we go and I thought the problem was that you weren’t looking after your cleaners, just making them understand that they should be grateful for a job.
I also thought you didn’t understand why you need to manage the works, not referee them, and a good manager doesn’t need to sacrifice either staff or clients.
I also thought you weren’t interested in making money from your actual statement from a previous post, so your last line here confuses me, and that you didn’t understand why people charge realistic prices, so that they can build and safeguard their business, instead of confusing it as simple greed.
Finally I thought that you were choosing to ignore perfectly good advice and experience from others (as requested by you), because it appeared to be underlining humble mistakes.
I also forgot for a moment peoples absolute right to choose to learn the hard way and our choice to listen/read the after math.
I therefore apologise for misunderstanding especially in light of your previous experience.
I really hope you finally work it out and it all goes well for you.
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Picking up from the thought from Maggie....about clients complaining....
If you do the best ever clean - they will tell on average 5 people.
If you do something to make them complain - they will tell on average 20 people.
A couple of thoughts that come from a seminar at the cleaning show. One was the above statement, which is true, because if you have a really good holiday, how many people do you tell? If your holiday was ruined or really bad, how many people will you tell now?
Also, on average you will have 4% of your clients complain.
Most, if they have a complaint, will switch to another company instead of complaining to you.
54 - 70% will do business again with you, IF the complaint is resolved.
95% will do business again if the complaint is resolved STRAIGHT AWAY!
Little thought a gleamed from the seminar.......
Regards
Tim
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Hi Tim
That is very interesting I had previously been given statistics re this subject in the past but never appreciated quite how high they are!
It really is food for thought and certainly worth remembering for future. Reputation really is everything in business and try as we might to convince customers that we are right it is our actions which speak louder than words!
Anyway we're never right the customer is! (RIGHT??? ::)
Kind Regards
Maggie :)
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Nice figures, worth keeping in mind. My ex-Client had already decided she didn't want us to clean for her after the first, and I guess that's why I jumped to the conclusion she had never intended on paying for that clean in the first place.....never mind we live and learn :)
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I had the greatest of pleasure id dropping my first over-reactive, fussy, complaining Client today,
or
My ex-Client had already decided she didn't want us to clean for her
Contradiction?!? So Which is it Jan?
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good cleaners are really hard to come by, and I am prepared to sacrifice the odd Client for the peace of mind and loyalty of my girls
Wow! You really haven't got it have you?
Why are you in business?
I've always gone about it the other way.................win the business and find good staff to fill the posts. You seem to be in it to build up a 'pot' of good staff and then try and find the Clients for them.
I'm perhaps a little more blunt than the others but......................
If you don't start listening to the advice of those who have already done it...................I will give you six months! Tops!
And that isn't 'opinion' by the way - it's fact. Why on earth can you not have the good grace to say to yourself........."I've only been in this industry since September. Maybe I should listen to these successful guys who have dealt with these problems for over 20 years."
I am finally in the position of being able to cancel Client contracts
Since September?
I have run a contract portfolio of over £9 million in my time and I wasn't in the position to cancel Client contracts.
A better Manager would have saved it AND renegotiated extra time to do a better job!
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Timbob.....your statistics were interesting..................
One of the very first things I was ever taught about dealing with Clients is this............
"Never tell your Clients your problems. 70% of them don't care and the other 30% are GLAD!"......... ??? ??? ???
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ok fox perhaps i should have worded it a little better for you to understand. I let my Client know that we wouldn't be cleaning for her again, and she then told me she had decided not to proceed with any further cleans with us anyway.
cms whether a business has been operating 20 years, 20 months or 20 days, us newbies (and oldies for that matter) all have the option of asking for and looking at everyone's advice and then the option of whether to take it or take another path. At the end of the day it is our choice but if we decide not to take heed from well intentioned advice and then we still go ahead and make the mistakes we were warned against making, well we will learn from that.
Life is like that, for instance you can advise someone against doing something till you are blue in the face but that person will still go ahead and make the very mistake you are advising them against making because they NEED to learn from themselves.
Please don't get me wrong, I really do value all of your advice, and maybe sometimes I don't explain myself very well, but I am using this MB not only as a source of advice and information but also as a sounding board. As said previously I am perfectly happy to take both positive and negative criticism, BUT sarcasm is the lowest form of wit and I won't entertain any remarks made by any of you who wish to criticise me in a sarcastic manner. I certainly wouldn't take business advice form anyone who is sarcastic or derogatory. Some of you may well have been in business for years but that doesn't mean you are experts in my particular field based in my part of the country.
If you were down here trying to run a business you would certainly find that Clients are very unwilling to part with their money for whatever reason.....cost of living is high and unemployment is low. Finding the right staff is nigh on impossible and that part of running the business takes up more of my time than marketing and advertising my business. Salaries are on the increase and more and more people are working longer hours. I am not trying to be nonchalant here, but the Clients are easy to come by, the staff aren't. I am offering £6.00 per hour in a line of business where the average wage is £5.00 per hour, and I still have to work hard to find the staff. As previously mentioned I am only advertising in the Yellow Pages and that is bringing in more than enough Clients to keep me and my, now, 3 girls going
I am quite prepared to admit I have a lot to learn and will undoubtedly make more mistakes, but I need to learn from MY own mistakes not from other peoples.
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Hi CMS
That is so true.
If you add up the figures we have come out with, if we don't sort out the compliant or tell our customers our problems with excuses.....well, there are plenty of our competitors out there who will take our business!!
Just looking at your link.....I must have a look at it tomorrow, as we have retired our canvass frame tent for a new 8 berth tunnel type tent with what appears to be only four carbon rods?!
Its packed to a quarter of the size of the old one.....Will try and put it up over the next week or so and see if i can get it back in its bag...But hey, as long as I can get the electic hook up in it for me kettle and heater....and TV! The family will be ok.
All the best
Tim
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Sorry Jan, I wrote that comment to CMS as you posted your comment.....so mine looks weird where it is compared to being under CMS's post.
Hope you carry on using the message board for advise and as a sounding board.....like you say, we all have things to learn and we are all made up differently.....sometimes people forget that.
Regards
Tim
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no worries Tim :)
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Hi Jan
My area is also low unemployment with a fairly high cost of living (much like the rest of the country) so I do understand your dilemma. I admire you for your resilience against some of the posts your thread has materialised but hey for a second time you say -
I am perfectly happy to take both positive and negative criticism,
sarcasm or not you will get it!
As for understanding some of your posts - just look back through everything you have ever posted, there are alot of contradictions (we all do it because we get right into a subject, but you more than most).
It is difficult for a person to write their exact meaning, when reading text we all use our own thought process and with no tone of voice or expression of face things can be taken wrongly.
No doubt you have alot of people supporting everything you say on this board - maybe they read your threads differently to me - I just find alot of your posts either a) confusing because of conflicting information or b) seems like you are shouting 'hey guys I'm here and I'm going to be a success, no matter what you say' then the next thing I seem to see, you are conveying the opposite, by saying you are not in it to make shed loads of money!
I do try to give advice to others on subjects I know about but sometimes a person just 'rubs you up the wrong way'.
Hmmmm - hope you understand what I am trying to say.
Fox
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Also, on average you will have 4% of your clients complain.
Most, if they have a complaint, will switch to another company instead of complaining to you.
54 - 70% will do business again with you, IF the complaint is resolved.
95% will do business again if the complaint is resolved STRAIGHT AWAY!
Timbob, I would take these figures with a pinch of salt. In my experience if a company has a complaint they have no hesitation in letting us know, in fact nobody has ever said "thats it contract over", nearly all moans can be resolved very quickly in this business. They are normally only small 'gripes' and it is the nature of the business. We do have high standards, but everyone has an off day. I find that you are far less likely to get moans if it is the same cleaner everyday, staff retention seems to be half the battle in this line of business.
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In my humble opinion the cleaning industry is only 60% cleaning and 40% PR. I know it shouldn't be like that but it is.
Let me explain for all the newbies to the industry.
There are those Clients who like to feel important . Their building could be absolutely immaculate and the standard could be far above what could reasonably be expected under the terms of the contract - but they will demand your attention. If you don't visit them every few days they will find something to complain about.
Then there are those Clients who will put up with a much poorer cleaning standard as long as you are paying attention to them personally. Drop in and have a cup of tea and a chat with them a couple of times a week. These people won't care if there is a problem with their cleaning.
Now don't get me wrong - I'm not saying it's OK to give a poor service in certain circumstances. I'm just saying that's the way it is!!
So, Jan K...as has been said before, the very least you should have done with that Client is to go and look at the standards personally.
A big lesson to learn this one.
60% cleaning and 40% PR.
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Gary, RE: your comment about taking those figures with a pinch of salt?
Have yet to have one of my customers complain to me.....but I always go to them a couple of times a month and have a chat "Is there anything we can do to improve our work?" etc etc.....so far, nothing yet, but as I said before, I am not going to wait for them to complain because as the figures go (whatever they may be?) my competitors will soon be doing my work as my clients have switched cleaners before i would realise it.
Keeping the lines of communication is very important.
Regards
Tim
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Hey Fox!
Yea you are right, I do tend to contradict myself but I type as I am thinking. Of course I would love to make shed loads of money, but I am quite prepared not to make a profit, and even occasionally not take a wage from the business if that is what it takes. I am lucky in one respect that I have financial support from other sources.
I am constantly monitoring the domstic cleaning market down here and am aware that quite a few of the businesses that were operating in the year prior to me starting up are gone now, I don't wish to be one of them. All I can do is make the business work as best I can and if my best isn't good enough, I will know soon enough.
I am enjoying myself and getting great pleasure out of offering my customers a premium service while at the same time giving my girls the opportunity to earn a decent living. If I get to earn one myself eventually, that will be an added bonus.
Call me daft if you like, but I get more pleasure out of knowing that my Clients consider us a god send and we're giving them added peace of mind and time for themselves to do what they wish, than I do earning the money! :)
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Hi ,
Really feel that CMS has nailed this subject , in the fact how the clients view our services. I have clients that are in both categories. When i do get a complaint i always lead with one simple question to the client which is "our do we moved forward"
they answer there own complaint, whilst keeping the client/ contractor realtionship on a even keel.
Also how do you ensure your staff are doing the required hours, there has to be a level of trust on your part the employer. I recently caught a employee skimping 30 mins each night, apart from giving her a verbal warning she now has to ring the office on arrival and exit of the clients premises until i'm satisfied she won't repeat skimping. One further thing Jan if a better paid job comes up your friend will leave, remember its your business and reputation. Being the boss can be lonely your great when letting staff have time off and a git when you don't .There are no friends in business.
Cheers Mark
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There is one more thing that I should have added when suggesting good communication with your Client...............
I would like you to consider this question ............. all of you..............
How can we be judged whether or not we are providing a good service? Is it 'when the Client is happy' or is it 'when the premises are clean'? Or is it 'both of them'?
Well, actually, the answer will probably surprise you..........it's neither of them.
There is only ONE way that we can be judged to be providing a good service.
We are providing a good service when what we do EXACTLY MATCHES THE TERMS OF THE SPECIFICATION/CONTRACT.
In other words, if the Client is unhappy it may well be because certain parts of his building aren't to the standard he expects BUT he may have reduced the specification to save money. The things he is complaining about are very often things that we aren't supposed to be doing anyway. In this instance WE ARE PROVIDING A GOOD SERVICE.
This is the main reason that Jan should have visited that Client. She would have established whether or not her cleaner was MEETING THE TERMS OF THE SPECIFICATION/CONTRACT.
If she was doing all that she was contracted to do and the Client was still unhappy what has she got - A FURTHER SALES OPPORTUNITY, INCREASED VALUE.
I have said this before on other posts. At the sales stage a Client must agree this............
"Every cleaning task has a time value attached to it and therefore must contain an element of cost"
In other words, they can have whatever level of service they want as long as they pay for it.
If all they are prepared to pay for is for their bins to be emptied and that is all we are contracted to do..............the rest of the building could be filthy but as the contractor responsible for providing the bin emptying service we are providing ONE HELL OF A SERVICE!!!!
We can avoid problems like this at the 'sales' stage.
NEVER go into a building and tell a Client what you are going to do for them. Using the above philosophy, let the Client design a service that fits his budget.........
("Mr Jones, you only have a budget of £xxxxxxx, what would you like me to leave out?")
You will get very few complaints about a service if the Client has designed that service himself.
One final tip (while we're on this subject).
NEVER, NEVER, NEVER go into a building and tell your Client how bad his current cleaning standards are. HE chose that service last time around. You will be making a personal attack on his ability to do his job and he won't thank you for it.
Sell on your own strengths, not the other companies weaknesses.
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Hi Jan K
but even before I started my business I made the decision to look after my girls first and my Clients second if it came to the crunch. Some of you may not agree with this, as it is the Clients that are bringing in the money, BUT good cleaners are really hard to come by, and I am prepared to sacrifice the odd Client for the peace of mind and loyalty of my girls.
From your quote above, here's some food for thought. Without clients, your staff won't be of any use to you. Then what happens to your business? Didn't you start your business to provide a service to people? ???
Customer service should be at the top of your list to enable your business to survive. Without that, you won't have a business.
It's definitely at the top of ours once we're up and running.
Good luck!
Chrisa
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CMS
In some ways you are right about specification. I have a system in place (bearing in mind my business caters for office blocks and the like) where once a month I make an appointment with the client for a 'quality control audit'. The schedule of cleaning works is taken and the client and I 'walk' the building together to assess whether this is being met.
This not only gives me the opprotunity to have a chat with the client (always ensure that you know some personal details about them, such as their childrens names it gives you a good bond) but also gives yet another sales opportunity.
The amount of times I have got extra floor works through stating 'the tiles, toilet, sinks, furniture etc are looking really good, shame about the floor, we can offer xxx, tell you what I'll drop you a quote for it'. Works a treat.
This way you hve done your customer liasion, you have checked that the schedule is being fulfilled and you have picked up extra works.
The client is also required to sign off the quality control sheet so that if a problem comes up inbetween they have not got a massive case relating to a standard of service issue as just a couple of weeks they were completely happy! There is always a down side, this procedure can give an opportunity for the client to complain if they are that way inclined, put a completion time on setting the problem right, get it sorted and then get it signed off.
Well, actually, the answer will probably surprise you..........it's neither of them.
There is only ONE way that we can be judged to be providing a good service.
We are providing a good service when what we do EXACTLY MATCHES THE TERMS OF THE SPECIFICATION/CONTRACT.
Your answer does not surprise me CMS but I disagree in the fact that a client has to get on with you to some degree otherwise you can carry out that specification until you are blue in the face and still problems will materialise. It's not unheard of to have clients bu**er up the works by removing toilet rolls or something just as petty when they arrive on site to get rid of you!
Fox
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CMS that last point you made about being judged on the service provided has provided me with food for thought, and if nothing else comes out of this will certainly be taking into consideration your points when I next come to sign up a contract. As I am only in the domestic cleaning market I will certainly need to adapt your points to suit a house clean.
I am still undertaking a huge part of the cleaning work myself, and it has quickly come about that I will need to step back from that side of things to concentrate on the other aspects of running my business that I have to leave till evenings and weekends to do. I was in a position where I couldn't drop everything in order to see my (ex) Client who had complained, and bearing everything else in mind, the best decision for that Client was to go the way we did.
As I have said, I need to make my own mistakes and learn from them personally.....I am a wiser and slightly more knowledgable person from it, and life and business goes on as usual :)
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Hi Jan
You wrote this-
"I was aware when I took on this Client that she would not be an easy one to satisfy, and in my conversations with her she constantly made a point of letting me know that her friend ran her own cleaning business. "
Why did,nt she get her friend to do her cleaning?
For all the useful advice on this post about how to treat complaints and look after the customer you dont need the IQ of Einstein to get to know when someone is taking the Mickey however long you have been in business.If your keeping your regular customers and your staff happy then you must be doing something right.
Myself personally I would have told her to get lost as well.(Obviously not with them words though)
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What a fantastic Asset to this Forumn CMS Jules or Karl is.
Fox as outspoken as ever and correct.
And of course DP Not forgetting Timbob
If we do not learn from these industy experts there is no hope.
Very interesting read.
I was also puzzled why client did not use friends company, could be they were doing a bit of market research. I do that it my window blind business get a competitor round to a friends house and check prices products etc.
Ian
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Thanks for the compliment!
I think you'll probably find that the reason she didn't use her friend is that she knew she was going to be difficult/demanding and it's easier to complain to a stranger!
That is, of course, that the friend exists.
If someone came round to my house to give me a quote for 'landscaping' it might serve me well to let on that I had a relative/friend in the landscaping business - I wouldn't get ripped off!
Karl
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Hi all!
Her reason for not using her friend is a simple one (if it is to be believed of course) and did indeed strike a chord with me. She thought that it MAY put a strain on her relationship with her friend and she wasn't prepared to take the risk. I can see it from her point of view. I wouldn't be prepared to take on a job from a friend and I certainly wouldn't give a job like that to one of my girls if I wasn't prepared to do it myself......oo I am in for some stick now ;)
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Her reason for not using her friend is a simple one (if it is to be believed of course) and did indeed strike a chord with me. She thought that it MAY put a strain on her relationship with her friend
That's exactly what I said Jan
I think you'll probably find that the reason she didn't use her friend is that she knew she was going to be difficult/demanding and it's easier to complain to a stranger
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Thanx for the compliment too. :)
Thats what i really like about this forum, no matter what type of cleaning industry we are in, no matter what our personalities are like as individuals, whether a seasoned poster or a newbie, we are all here to help each other with ideas and comments.
Good luck to all of us.......
Tim