Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: The Jester of Wibbly on March 30, 2010, 07:32:36 pm
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Just wondering how act when a customer cancels
Do you just say ok and walk away and be done with it
Or do you try and retain them, and if so how. I tend to offer and 8 week clean for the same price if they are on a 4 weekly rota. Or offer them a discount for front windows only. Works sometimes
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just say ok no probs, if they are a pain, if its a really good job, just ask y
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Just wondering how act when a customer cancels
Do you just say ok and walk away and be done with it
Or do you try and retain them, and if so how. I tend to offer and 8 week clean for the same price if they are on a 4 weekly rota. Or offer them a discount for front windows only. Works sometimes
Never just walk away.
I would :
Ask why they are canceling and ask if we had done something they did not like, (makes them feel in control of the conversation)
depening on answer, I would then ask if they could save money on there cleans would they be interested. if they say no, I say you have my number please call me when you are either let down, or your hubby/you can be bothered to clean any more. I then smile and walk away, being a smug prat am suprised how many people call back 6 months later, always be nice it does help.
Always offer a way back in customers respect this ;)
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i agree with you window washers.unless they were badpayers i always leave the door open for them to come back at a later date .business is business.i dont understand some guys who have a hissy fit and storm off then come on ere moaning!! ;D ;D ;D
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i just walk away ,no problem if they give a reason i tell them to give us a shout when they need me again,i never ask why,non of my buisness
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i will always ask them if ive done anything wrong :( when they say no...
then i know ive gotten way with lol ;D
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Just wondering how act when a customer cancels
Do you just say ok and walk away and be done with it
Or do you try and retain them, and if so how. I tend to offer and 8 week clean for the same price if they are on a 4 weekly rota. Or offer them a discount for front windows only. Works sometimes
Never just walk away.
I would :
Ask why they are canceling and ask if we had done something they did not like, (makes them feel in control of the conversation)
depening on answer, I would then ask if they could save money on there cleans would they be interested. if they say no, I say you have my number please call me when you are either let down, or your hubby/you can be bothered to clean any more. I then smile and walk away, being a smug prat am suprised how many people call back 6 months later, always be nice it does help.
Always offer a way back in customers respect this ;)
I had one lady say hubby was going to do them so as always I say "well you've got my number when he forgets, give me a phone". She got arsey and demanded to speak to my boss!
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i just walk away ,no problem if they give a reason i tell them to give us a shout when they need me again,i never ask why,non of my buisness
it is your business ya donut :o
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If I'm interested in retaing the job then I do ask if they are cancelling due to anything to do with my service. If they say no then I don't probe any further as it's none of my business. If it's a decent job I may offer reduced frequency. If still "no" then I just say to feel free to make contact if they ever change their mind.
If it's one of thoise jobs that I don't mind seeing the back of, then I just say OK.
It does pee me off when they wait until I turn up before they cancel though. I try not to show it though. It's pretty inconsiderate, gives me no time to find a replacement job, and can reduce my days income - particularly if it's late in the day and there's no time to go elsewhewre.
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i just walk away ,no problem if they give a reason i tell them to give us a shout when they need me again,i never ask why,non of my buisness
it is your business ya donut :o
I would question that. I reckon it's only my business if the cancellation is anything to do with me or my service
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If I'm interested in retaing the job then I do ask if they are cancelling due to anything to do with my service. If they say no then I don't probe any further as it's none of my business. If it's a decent job I may offer reduced frequency. If still "no" then I just say to feel free to make contact if they ever change their mind.
If it's one of thoise jobs that I don't mind seeing the back of, then I just say OK.
It does pee me off when they wait until I turn up before they cancel though. I try not to show it though. It's pretty inconsiderate, gives me no time to find a replacement job, and can reduce my days income - particularly if it's late in the day and there's no time to go elsewhewre.
Charge them anyway Paul I do
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it always makes me wonder when they dont really have a reason in case the real reason is if some nobby has undercut me on a job.
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i just walk away ,no problem if they give a reason i tell them to give us a shout when they need me again,i never ask why,non of my buisness
it is your business ya donut :o
I would question that. I reckon it's only my business if the cancellation is anything to do with me or my service
Me thinks that was meant as a joke, i.e it's his window cleaning business not the customer hehe
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i just walk away ,no problem if they give a reason i tell them to give us a shout when they need me again,i never ask why,non of my buisness
it is your business ya donut :o
I would question that. I reckon it's only my business if the cancellation is anything to do with me or my service
if they dont give a reason I always ask why, because it is my business it is affecting, so no question, that would be like your gas company adding 150% increase to your bill you would ask why before you canceling
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I had a text yesterday saying no longer needed. I replied asking why, no problem, but just like to know if I lose a customer. She replied saying no probs with service but somebody had canvassed and would do it for a fiver. I was charging her 10 pounds, 3 bed detached 10 windows and 2 doors. Don't think I was over priced so replied thanking her for past custom. First one I've had cancel in 9 months, best to part on good terms I think, in case (or when) new one lets her down.
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I had a text yesterday saying no longer needed. I replied asking why, no problem, but just like to know if I lose a customer. She replied saying no probs with service but somebody had canvassed and would do it for a fiver. I was charging her 10 pounds, 3 bed detached 10 windows and 2 doors. Don't think I was over priced so replied thanking her for past custom. First one I've had cancel in 9 months, best to part on good terms I think, in case (or when) new one lets her down.
will be a newbie, who does it for a few months then gives up saying no money in wc, but custy thinks that wcs will only charge her 5 pound to do her house, and any more must be ripping her off
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I had a text yesterday saying no longer needed. I replied asking why, no problem, but just like to know if I lose a customer. She replied saying no probs with service but somebody had canvassed and would do it for a fiver. I was charging her 10 pounds, 3 bed detached 10 windows and 2 doors. Don't think I was over priced so replied thanking her for past custom. First one I've had cancel in 9 months, best to part on good terms I think, in case (or when) new one lets her down.
Will be back within 3 months for 1 of 3 reasons
1. He did a crap job
2. He cleaned once and have not seen him since
3. Been lynched by other WC for under cutting them
Guess which option.....
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lots of window cleaners charge £5/£6/£7 for small 3 bed semis round where i work.great if their very compact.ive got 150 of them virtually all right next door to each other!HAPPY DAYS!!
i do charge more like £10-£12 if there not on my usual run of houses due to travelling and set up time.
if shes jumped ship like that she can take a hike unless she begged me to come back!dont need custys like that.luckily their very rare on my round!! ;D ;D ;D
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If they don't give me a reason when cancelling then I just walk away. If they do it once then they will do it again. Plenty more fish in the sea.
Once they become an unreliable customer then I become an unreliable window cleaner for them.
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i made a promise to myself when i started my biz (2years back) to not take any poop , so i always walk away if some flighty woman thinks she can play games with my job . id rather get a fresh customer everytime
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Plenty more fish in the sea.
Yeah, but they don't usually want there windos doing. ;D
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If they want to cancel, leave them be. The ones that cancel are normally the bad payers or customers who try to give you the run around. Only exception is the ones who cancel because they are moving but want you back when they've settled in to their new home. Always glad to see the back of cash only paying customers who rarely keep money at home-too much hassle. Plenty of ways to pay apart from cash if in only.
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i just walk away ,no problem if they give a reason i tell them to give us a shout when they need me again,i never ask why,non of my buisness
it is your business ya donut :o
I would question that. I reckon it's only my business if the cancellation is anything to do with me or my service
if they dont give a reason I always ask why, because it is my business it is affecting, so no question, that would be like your gas company adding 150% increase to your bill you would ask why before you canceling
What I meant was that if their money is tight due to a change of circumstances such as one of a couple being on short time/losing their job, one of them walking out due to an affair etc etc then they might well want to keep such info to themselves and such things are definitely nothing to do with me. However, if it's something like me getting absent minded and missing a window, inadvertently leaving a bit of unnoticed birds dollop, or there is something they dislike about my personality then that is my business then because those are things I can do something about.
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I've tried asking in the past but a lot of times I don't think they tell you the real reason. Customers come and customers go, thats just the way it is.
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If it's and a good job I think you should ask, but not seem needy ;D
It can teach you what custys think of your service.
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I never ask because it could be something embarresing for them (like no money) I always do my best anyway so there is little chance I could improve on my work.
I'm never 100% happy with my work but there is no way to improve it in my opinion.
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I never ask because it could be something embarresing for them (like no money) I always do my best anyway so there is little chance I could improve on my work.
I'm never 100% happy with my work but there is no way to improve it in my opinion.
A good point, hadn't thought of that. Probably best just to leave your number and walk away in a frendly manner, give them a way back if they are a good custy.
Hard for me to speak, I've only ever had one customer cancel and she was a 'bit odd'
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If anyone cancels on me I never ask why. They have their reasons, but if they feel comfortable in telling me, I listen and empathize if their reasons are personal. It's very seldom due to poor quality, (last one I remember was 13 years ago when I first started) so, like Dave Willis, I always do my best. I simply thank them for their custom and tell them I am sorry to lose them. All said with a smile on my face. :)
John.