Clean It Up

UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: eddie d on July 27, 2009, 11:46:33 am

Title: complaint after 4 years no big deal but
Post by: eddie d on July 27, 2009, 11:46:33 am
mmmmm

had a compliant after cleaning a house for 4 yrs.the customer says the pole is leaving the windows with spots.she told me to think on it.

im tempted to write her a letter explaining it all.telling her i have thought on it.

im not particulary bothered about the job .but i thought it might be a challenge to turn her round.any ideas on how i should word it.?

sometimes it gets me,people telling me my job.


Title: Re: complaint after 4 years no big deal but
Post by: p1w1 on July 27, 2009, 12:07:24 pm
why do you need to write a letter, can't you just go round and try and resolve the issue with her..why waste time writing letters etc..

paul
Title: Re: complaint after 4 years no big deal but
Post by: jouk45 on July 27, 2009, 12:13:40 pm
eddie a lot of custy tend to use water sprinklers in there gardens in summer, and it does land on the glass, am not saying that is the cause, but the chances are it is, it has happened to me, so it is best to go see the custy and investigate,
Title: Re: complaint after 4 years no big deal but
Post by: weetot on July 27, 2009, 07:37:40 pm
The custy is telling you to think on it............she couldnt be any more patronising could she?

Why dont you tell her to swivel on it mate........walk away and get another custy ;D
Title: Re: complaint after 4 years no big deal but
Post by: stephen s on July 28, 2009, 08:11:13 am
The custy is telling you to think on it............she couldnt be any more patronising could she?

Why dont you tell her to swivel on it mate........walk away and get another custy ;D








Iwitot

why is she being patronising  ? 

she sounds as though she's telling him very politely that the service she has paid him for is not very good on this occasion and is leaving the ball in his court to come and put it right.

Any decent window cleaner would be straight on the phone to her to appologise  and tell her he will be straight back round to clean them again,    after all she's been paying him for 4 years.

your attitude is absolutely diabolical to suggest to a customer of 4 years she should go and swivel on it because she has spotted the fact the windows haven,t been cleaned properly.

Thankfully a lot of window cleaners take pride in their work and like to build up a good working relationship with their customers,   unfortunately there are some that are just in it for greed and don't care if they provide a good or bad service as long as they get paid.



Eddie D

What amazes me is the fact that you have actually come on here to complain about it instead of going to see this lady who has paid you for the last 4 years  to put the job right.

Why write a letter ?    and yet you say your not bothered but would like to turn her around,  well the solution is simple,  do the job properly and she wont complain
Title: Re: complaint after 4 years no big deal but
Post by: Londoner on July 28, 2009, 09:27:06 am
Its probably milky frames and she is probably right. WFP can and does leave spots, we all know that.

First stage is to ask her if you can see some of the spots. Then identify the cause. Then deal with it.
Title: Re: complaint after 4 years no big deal but
Post by: GWCS on July 28, 2009, 09:37:33 am
The custy is telling you to think on it............she couldnt be any more patronising could she?

Why dont you tell her to swivel on it mate........walk away and get another custy ;D








Iwitot

why is she being patronising  ? 

she sounds as though she's telling him very politely that the service she has paid him for is not very good on this occasion and is leaving the ball in his court to come and put it right.

Any decent window cleaner would be straight on the phone to her to appologise  and tell her he will be straight back round to clean them again,    after all she's been paying him for 4 years.

your attitude is absolutely diabolical to suggest to a customer of 4 years she should go and swivel on it because she has spotted the fact the windows haven,t been cleaned properly.

Thankfully a lot of window cleaners take pride in their work and like to build up a good working relationship with their customers,   unfortunately there are some that are just in it for greed and don't care if they provide a good or bad service as long as they get paid.



Eddie D

What amazes me is the fact that you have actually come on here to complain about it instead of going to see this lady who has paid you for the last 4 years  to put the job right.

Why write a letter ?    and yet you say your not bothered but would like to turn her around,  well the solution is simple,  do the job properly and she wont complain

I always take any complaint very seriously. I will always make a point of going back to rectify the problem, however slight, and usually it ends up being the inside  ::). Or the neighbour had been out washing the car or watering the flowers..

It may be a window or frame has a particular problem with wfp - had that happen many time.

Custys very happy that i go back to rectify the problem, and solve the issue, so i know a) what was causing it and b) so i can prevent from occurring again.

Where you get custies that just say windows are dirty dont come back, you know its just cos they cant afford to have them done.
Title: Re: complaint after 4 years no big deal but
Post by: andyjm1 on July 28, 2009, 09:37:42 am
The first thing you need to estalish is wether she is telling you the truth about the spots. She may have other reasons for wanting to get rid of you.
You need to see the spots, find out whats causing them and then put it right.
Good luck, hope you manage to sort it out.
Title: Re: complaint after 4 years no big deal but
Post by: SteveAllan on July 28, 2009, 10:38:21 am
You do get some funny custys but dont tell her to swivel, go take a look customer service and all that. I had one last week where the custy complained of spots on the ground floor so  i went to take a look, i knew the ground floor were ok when i left as i do the bottoms trad, turns out hubby came in off night shift and watered the garden hence a few spots. No harm done custy still happy with me in general.
Title: Re: complaint after 4 years no big deal but
Post by: Londoner on July 28, 2009, 01:43:07 pm
Yes.   Hanging baskets have a lot to answer for this time of year. I dropped a £25 customer last year because his gardener kept spraying all the windows.
Title: Re: complaint after 4 years no big deal but
Post by: martinsadie on July 28, 2009, 02:51:50 pm
Yes.   Hanging baskets have a lot to answer for this time of year. I dropped a £25 customer last year because his gardener kept spraying all the windows.
im fed up with keep nutting the buggers  ;D ;D
Title: Re: complaint after 4 years no big deal but
Post by: elite mike on July 28, 2009, 04:51:57 pm
Yes.   Hanging baskets have a lot to answer for this time of year. I dropped a £25 customer last year because his gardener kept spraying all the windows.
im fed up with keep nutting the buggers  ;D ;D

i hate the ones with a water tray at the bottom stan  ;) :'(
Title: Re: complaint after 4 years no big deal but
Post by: Helen on July 28, 2009, 05:40:50 pm
The custy is telling you to think on it............she couldnt be any more patronising could she?

Why dont you tell her to swivel on it mate........walk away and get another custy ;D

Great customer service.....not ???
Title: Re: complaint after 4 years no big deal but
Post by: kenaltobelli on July 28, 2009, 06:25:49 pm
  its a bird just ignore her ;D
Title: Re: complaint after 4 years no big deal but
Post by: steve m on July 28, 2009, 06:37:37 pm
how long have you been using wfp on her windows? I bet that shes only just seen you using it and doesnt like it, so this is her way out
Title: Re: complaint after 4 years no big deal but
Post by: stephen s on July 28, 2009, 06:43:41 pm
how long have you been using wfp on her windows? I bet that shes only just seen you using it and doesnt like it, so this is her way out









who said she's looking for a way out ?      she told him the windows have spots after he cleaned them so its up to him to go and rectify the problem,  whats wrong with her saying that,  after all she's paying for a service
Title: Re: complaint after 4 years no big deal but
Post by: kenaltobelli on July 28, 2009, 07:04:51 pm
  steven m has a point thats happend to me before 6 mths washing a caravan 1st time
  someones at home whats this dont like it >:( >:( >:(
Title: Re: complaint after 4 years no big deal but
Post by: martinsadie on July 28, 2009, 07:11:55 pm
Yes.   Hanging baskets have a lot to answer for this time of year. I dropped a £25 customer last year because his gardener kept spraying all the windows.
im fed up with keep nutting the buggers  ;D ;D

i hate the ones with a water tray at the bottom stan  ;) :'(
working with a lad last week and somehow he was right under it and caught it with his ladder,a stream of water caught him bang in the middle of the head,funnist thing ive seen for a while  ;D ;D
Title: Re: complaint after 4 years no big deal but
Post by: stephen s on July 28, 2009, 07:18:59 pm
  steven m has a point thats happend to me before 6 mths washing a caravan 1st time
  someones at home whats this dont like it >:( >:( >:(











so what if the windows do actually have spots,  that means she has paid to have them cleaned and there not cleaned.

if windows are not cleaned properly and rinsed then they will result in spots.
Title: Re: complaint after 4 years no big deal but
Post by: elite mike on July 28, 2009, 08:26:06 pm
Yes.   Hanging baskets have a lot to answer for this time of year. I dropped a £25 customer last year because his gardener kept spraying all the windows.
im fed up with keep nutting the buggers  ;D ;D

i hate the ones with a water tray at the bottom stan  ;) :'(
working with a lad last week and somehow he was right under it and caught it with his ladder,a stream of water caught him bang in the middle of the head,funnist thing ive seen for a while  ;D ;D
;D ;D
Title: Re: complaint after 4 years no big deal but
Post by: elite mike on July 28, 2009, 08:27:50 pm


just go back and do them again

try to keep custy happy surely 










so what if the windows do actually have spots,  that means she has paid to have them cleaned and there not cleaned.

if windows are not cleaned properly and rinsed then they will result in spots.
Quote
Title: Re: complaint after 4 years no big deal but
Post by: Neil Williams on July 28, 2009, 09:41:47 pm
There's some right muppets on here.
Go and have a look. Was it your fault, was it because some keen gardiner's been over spraying the glass or is it on the inside.
Whatever the answer you will look better for going there and checking it and giving the solution.
Title: Re: complaint after 4 years no big deal but
Post by: peter holley on July 28, 2009, 09:57:42 pm
There's some right muppets on here.
Go and have a look. Was it your fault, was it because some keen gardiner's been over spraying the glass or is it on the inside.
Whatever the answer you will look better for going there and checking it and giving the solution.



lol finally some sense ... no one likes a complaint... but you have to see why and try to put it right....if then after trying and you know that you have done a good job...then its time to get rid of them.
Title: Re: complaint after 4 years no big deal but
Post by: Londoner on July 29, 2009, 08:49:27 am
There's some right muppets on here.
Go and have a look. Was it your fault, was it because some keen gardiner's been over spraying the glass or is it on the inside.
Whatever the answer you will look better for going there and checking it and giving the solution.



lol finally some sense ... no one likes a complaint... but you have to see why and try to put it right....if then after trying and you know that you have done a good job...then its time to get rid of them.


Yes I agree, thats just about covered it. I've had good customers that have suddenly turned sour but you have to recognise that no windows are perfact when you walk away. If you are sure they are perfect you are doing too good a job. Commercial reality.