Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: capn sparkle on November 10, 2018, 10:24:08 pm
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Cleaned a house for 5+ years where you have to access the rear windows through a garage - always left keys for access and paid online - post keys in a plastic bag plus ticket through letterbox when done. Simple, never an issue.
I clean 50 odd houses out of 67 on this estate so I guess I'm ok at what I do. New customer moves in and I leave my 'I used to clean for the previous owner letter' and she contacts me by phone after a year so I agree to carry on. Below is the text conversation
Tuesday 26th Sept 2017
DAISY
Hi Glenn, I spoke to you last week briefly and I hope all is okay. You have been recommended by my neighbours and I was wondering if you could give me a quote to clean my windows at Old School Drive? Any mon-weds PM works well.
Thanks
ME
What number are you Daisy?
DAISY
Hey, number 40
ME
Ah! Mark Pointers old house £17 approx every 2 months... should be back in OSD drive by late October. Would you like me to contact you nearer the time?
Possible PITA house so up from £14
DAISY
Yes please. Would like you to do the house when you are next here. We purchased off Mark earlier this year.
ME
No probs I'll come and give everything a tidy up in Oct.
DAISY
Great, if you could let me know the date when the time comes. I will need to open the garage so you can get to the back.
Thurday 19th October 2017
DAISY
Hi, are you still planning to come this month?
Seems keen
ME
Yes Daisy will be late October
DAISY
Fab!!!
Saturday 28th October 2017
DAISY
Hi Glenn, are you still planning to come to Old School Drive this week?
Really keen
ME
Should be there by Weds or Thurs or if you like I can reshedule and pop over Mon afternoon after finishing another job.
Monday 30th October 2017
DAISY
Thursday would be great if you let me know what time ish? It will be my Mum here as I work that day.
Concerned by time but ok with the Mum thing
1st November 2017
ME
Hi, Capn' Sparkle will be calling tomorrow to clean windows, many thanks, Glenn - should be about 3pm Daisy.
Never give times but hey ho
DAISY
Hi I have to do the school run. Can you make it 4pm?
Me
It'll be getting dark by then I'm afraid I'll need more time to do the job properly. Mark left me the garage and back door key under the doormat. I post them back through with the payment details. Very straightforward.
DAISY
Perfect
Thursday 2nd November 2017
DAISY
Thank you so much - they look great - money transferred.
ME
Cheers Daisy
Monday 22nd January 2018
ME
Hi, Cap'n Sparkle will be calling tomorrow to clean your
windows, many thanks, Glenn
Running late on 2 monthly as usual
DAISY
Thanks but we are fine at the moment. Perhaps next time in the spring?
WHAT!! alarm bells ringing - should have charged a first clean price - been done but my fault
Dumped, but sees me in March 2018 cleaning a neighbour before leaving the estate for two months (I'll call you type of thing)
Friday 28th September 2018
DAISY
Hi Glenn, can I please book you in for windows in Old School Drive in the next month?
ME
Sorry Daisy just finished your area...
Perhaps next time in the spring.
Rare that I even bother with people like this but re reading this series of text I think I went above and beyond!!
And yes I must be bored on a Saturday night to even contemplate typing all this in.
Thoughts or more likely laughs Gents? 8 yrs in this game and still get caught occasionally.
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You should of been clear that you only take on regular work from the start....also I can't be arsed with" what time will you be here "type customers .if their in when i clean then they can open the garage or its a front only clean...
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Cleaned a house for 5+ years where you have to access the rear windows through a garage - always left keys for access and paid online - post keys in a plastic bag plus ticket through letterbox when done. Simple, never an issue.
I clean 50 odd houses out of 67 on this estate so I guess I'm ok at what I do. New customer moves in and I leave my 'I used to clean for the previous owner letter' and she contacts me by phone after a year so I agree to carry on. Below is the text conversation
Tuesday 26th Sept 2017
DAISY
Hi Glenn, I spoke to you last week briefly and I hope all is okay. You have been recommended by my neighbours and I was wondering if you could give me a quote to clean my windows at Old School Drive? Any mon-weds PM works well.
Thanks
ME
What number are you Daisy?
DAISY
Hey, number 40
ME
Ah! Mark Pointers old house £17 approx every 2 months... should be back in OSD drive by late October. Would you like me to contact you nearer the time?
Possible PITA house so up from £14
DAISY
Yes please. Would like you to do the house when you are next here. We purchased off Mark earlier this year.
ME
No probs I'll come and give everything a tidy up in Oct.
DAISY
Great, if you could let me know the date when the time comes. I will need to open the garage so you can get to the back.
Thurday 19th October 2017
DAISY
Hi, are you still planning to come this month?
Seems keen
ME
Yes Daisy will be late October
DAISY
Fab!!!
Saturday 28th October 2017
DAISY
Hi Glenn, are you still planning to come to Old School Drive this week?
Really keen
ME
Should be there by Weds or Thurs or if you like I can reshedule and pop over Mon afternoon after finishing another job.
Monday 30th October 2017
DAISY
Thursday would be great if you let me know what time ish? It will be my Mum here as I work that day.
Concerned by time but ok with the Mum thing
1st November 2017
ME
Hi, Capn' Sparkle will be calling tomorrow to clean windows, many thanks, Glenn - should be about 3pm Daisy.
Never give times but hey ho
DAISY
Hi I have to do the school run. Can you make it 4pm?
Me
It'll be getting dark by then I'm afraid I'll need more time to do the job properly. Mark left me the garage and back door key under the doormat. I post them back through with the payment details. Very straightforward.
DAISY
Perfect
Thursday 2nd November 2017
DAISY
Thank you so much - they look great - money transferred.
ME
Cheers Daisy
Monday 22nd January 2018
ME
Hi, Cap'n Sparkle will be calling tomorrow to clean your
windows, many thanks, Glenn
Running late on 2 monthly as usual
DAISY
Thanks but we are fine at the moment. Perhaps next time in the spring?
WHAT!! alarm bells ringing - should have charged a first clean price - been done but my fault
Dumped, but sees me in March 2018 cleaning a neighbour before leaving the estate for two months (I'll call you type of thing)
Friday 28th September 2018
DAISY
Hi Glenn, can I please book you in for windows in Old School Drive in the next month?
ME
Sorry Daisy just finished your area...
Perhaps next time in the spring.
Rare that I even bother with people like this but re reading this series of text I think I went above and beyond!!
And yes I must be bored on a Saturday night to even contemplate typing all this in.
Thoughts or more likely laughs Gents? 8 yrs in this game and still get caught occasionally.
Oh dear! I've been a bit picky and it means I have gaps in my work, but I wouldn't take that on.
More likely to bang my head on the window than clean it.
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Mad thing is I'm already 2 monthly so no idea why this one got me - still learning but normally manage to weed 'em - must have had an off day.
Funny to re read whilst deleting old texts tho - getting soft in me old age ;D ;D ;D ;D
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Ha ha had to get the popcorn out there. I can't believe you actually said perhaps next spring.
That's hilarious.
Yes end of the day all you had to do was put a first clean charge. Literally you should really go for double particularly if you clean the majority of the houses in the estate it means it's unlikely anyone's going to really go there for a competitive price.
Also try not to get caught up in the hype all this text messaging and sounding like she wants it regular to me was she hasn't had them cleaned in bloody ages and she wants a cheap clean so she can smile when the sun shines through.
There's two ways of doing this like Daz says tell them it's a regular clean from the get-go which personally isnt ideal i find because they will back track if they want a one-off however sometimes it can also deter a one-off. But for me it's everyone with the same brush everything is a one-off and priced accordingly the truth will only come out the truth will only only come out once you have cleaned their windows all you have to do is priced accordingly and assume everyone is a one-off you may lose out on some that want to be regular from the get go but end of the day if someone has very dirty Windows it takes longer more water more time so ideally charging appropriately is essential and also it teaches the customer if they want it regular the price goes down to half price if they don't want to continue not a problem give us a call whenever you like for the same price we just cleaned for
Did she respond to your see you next spring statement? 😁
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I think it’s a good idea to charge double for the first clean and tell them that the 6th clean they have will be free , that way they have not lost out in the long run and you are pretty sure that they will be on the books for 6 months .
If you need to explain why you do this , be straight and tell them , any custie that is decent will understand
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I think it’s a good idea to charge double for the first clean and tell them that the 6th clean they have will be free , that way they have not lost out in the long run and you are pretty sure that they will be on the books for 6 months .
If you need to explain why you do this , be straight and tell them , any custie that is decent will understand
Sod working for free mate...I have never done freebies...madness ???
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It’s not free though is it ?
As you have charged double for the first clean!
Some cleaners don’t charge extra for first clean then get binned anyway
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I think it’s a good idea to charge double for the first clean and tell them that the 6th clean they have will be free , that way they have not lost out in the long run and you are pretty sure that they will be on the books for 6 months .
If you need to explain why you do this , be straight and tell them , any custie that is decent will understand
I never do that....I also very rarely have a customer who wants a one off.....they want a regular service...
I usually charge more for a first clean anyway.....
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It’s not free though is it ?
As you have charged double for the first clean!
Some cleaners don’t charge extra for first clean then get binned anyway
Well it is because I believe you should charge more for a first clean anyway. as it is more work.
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It’s not free though is it ?
As you have charged double for the first clean!
Some cleaners don’t charge extra for first clean then get binned anyway
Well it is because I believe you should charge more for a first clean anyway. as it is more work.
But you’d have to admit that’s easy to do when you’re full. Not so easy when starting.
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Absolutely a lot easier to do that when you're full or comfortable.
The refund thing on the 6th clean is ok used to do it myself a while ago then I realised that there's no point because if they want a one off they want a one-off they don't really care about getting some money back after a year. As for the ones who want it regular all they're saying is why am I paying extra when I want to be regular it just causes confusion to be honest of you. Ideally just price for a first clean and that's it the truth will only come out once the dirt has been removed from their windows :) then if you get told see you in spring not a problem madam see you in spring.
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When you come to charge them for the 6th clean and they query it, expecting it to have been free, say 'No, I told you the 16th clean would be free, not the 6th ', then look at them as if they might have a hearing problem.
Works every time.
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I'm gonna go against the grain here and say people should stop saying its easier when your full of work compared to starting out. Because that's just a mind set that has to be broken.
When I go into a brand new area to try and start a round, ie like a new starter would. Do I decide not to give a first clean price if the windows are ackie, because no one knows me in the area. Do I eck, I will still charge an higher price for the first clean but when I'm giving quotes I don't ask if its a one off. I simply give them two prices, one for 4wks and the other for 8wks and ask which rotation they want.
Personally I think, because I turn up in a signed van (large magnets or not) and wear a uniform, plus identity badge and give them a welcome pack which outlines my way of working etc etc, they realise it's not beer money etc and they don't take the mick in quite the same way.
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MR NK - some sense at last!
even when I started out it was always extra for a first clean - its very straight forward if a first clean takes an hour to do then you charge an hours work - not 20mins that it will take in the future.
its too easy to undercharge, and once your cheap its very difficault to get the prices up - start cheap and you stay cheap even when your full.
Darran
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I'm gonna go against the grain here and say people should stop saying its easier when your full of work compared to starting out. Because that's just a mind set that has to be broken.
When I go into a brand new area to try and start a round, ie like a new starter would. Do I decide not to give a first clean price if the windows are ackie, because no one knows me in the area. Do I eck, I will still charge an higher price for the first clean but when I'm giving quotes I don't ask if its a one off. I simply give them two prices, one for 4wks and the other for 8wks and ask which rotation they want.
Personally I think, because I turn up in a signed van (large magnets or not) and wear a uniform, plus identity badge and give them a welcome pack which outlines my way of working etc etc, they realise it's not beer money etc and they don't take the mick in quite the same way.
Why would somebody going as long as you with no plans to employ want to go into a new area to build a round ? and off course its easier to be confident in pricing and other things when no longer trying to build a living.
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I had a similar one last week. cleaned her house 8 weekly for about a year, then she started leaving gate locked, you know on the slippery slope, andyway not long she cancelled. her excuse was having work done on house will call back in spring.
this was last december, she never got back in touch until last week "hi adam, any chance you can call round and give us a one of window clean this week?"
"No chance at all" was my reply.
yeh ill just drop everything and come right over ::)roll
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I'm gonna go against the grain here and say people should stop saying its easier when your full of work compared to starting out. Because that's just a mind set that has to be broken.
When I go into a brand new area to try and start a round, ie like a new starter would. Do I decide not to give a first clean price if the windows are ackie, because no one knows me in the area. Do I eck, I will still charge an higher price for the first clean but when I'm giving quotes I don't ask if its a one off. I simply give them two prices, one for 4wks and the other for 8wks and ask which rotation they want.
Personally I think, because I turn up in a signed van (large magnets or not) and wear a uniform, plus identity badge and give them a welcome pack which outlines my way of working etc etc, they realise it's not beer money etc and they don't take the mick in quite the same way.
Why would somebody going as long as you with no plans to employ want to go into a new area to build a round ? and off course its easier to be confident in pricing and other things when no longer trying to build a living.
I have a good twenty percent or so of customers who sadly are getting to an age where soon that 20% will start to deplete. So I'm starting to put plans into action now, to take this into account. As I'm sure your aware that when these things happen, their houses are not straight on the market for selling and the huge majority of this work is grouped together.
But also throughout the years, this same principle has always applied. Hence why I say its a mind set
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Charging extra for first cleans is a lot like trying to get higher prices.
If you are desperate for work you will do first cleans for no extra charge and you will price lower...because you want the work and any money is better than none.
When you become full of course it's much easier to charge double for first cleans and push the limits with price, because quite simply of you don't get the job it's not the end of the world.
How you price will always come down to how many you want to convert.
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As a one man band I could take on lots more to be honest , but I only have enough for the amount of hours I wish to work at any given time , Im not as lazy as I make out , and although I dont work as hard as I used to I dont do too bad with earnings now compred to earnings back then .
With regard to the charging double for the first clean , I dont do that either as yet , I simply charge accordingly for time taken to put me no worse off than a maintenance clean .
However , if I get the feeling that it might be a one off liar then its double , then sit back and await text , I have lost nothing and they have paid a fair price .
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The words to watch out for me are
‘ yeah if you can start this month then we’ll see how it goes’
::)roll
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;D ;D ;D ;D
Mate , they dont even see me open the van doors if they come out with that little beauty , well they do , the drivers door as im getting in to drive away ;D
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I think you're being a tad petty.
I would have just said, "sorry i'm too busy"...rather than 'see you next spring'. But I totally see why you did it.
You're obviously a really nice guy, took this one on face value, let your guard down a bit, and it's come back and bit you on the arse!
Most of the time we get it right, occasionally we get it wrong! Me also!
As for first cleans, I charge a bit more, depending on how long I think it will take. If the customer doesn't understand that, then I don't want them.
When I started out, I had bills to pay, mouths to feed, I cleaned anything for a fair price (if I could get it). If not I bloody cleaned it anyway. When you're starting out, some money is better than none.
Hindsight is wonderful thing, and we can all be 'billy big b******s' looking back, but now 'i've set my stall out' and i'm happy with it.
The trick is; not to worry about the few customers that cause you arse ache, but learn how to replace them, with hopefully better customers!
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It’s not free though is it ?
As you have charged double for the first clean!
Some cleaners don’t charge extra for first clean then get binned anyway
Errr ??? Yes it is free, your giving them a clean for nothing so it is free ;D
Charge double for 1st cleans but never offer free services just don't make sense to me !
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Technicaly its not free if you are not in the habit of charging double on every job , some jobs I take on dont even warrant extra charges first time round .
I will raise the price if its totally minging , but even then not as much as double most of the time .
This thread was started to address the one off messers , my idea does exactly that , most of them trying to have you over would either say no or not get as far as being able to claim a free clean , in which case you would not work the 6th for nothing .
If they do get that far its only 15 minutes lost per customer in all the time you service them , if you cant work that in as part of customer care then its a pretty poor show on the cleaners part , unless of course you are the Feck em all type , I am to a point but I do care a little ;D
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I waited ages to drop this one!
Customer cancelled the cleaning as it was too cold! I thought she was joking but no she was being serious that it was too cold for ME to clean HER windows.
On THE hottest day of the year so far, it was a Wednesday at around 1-2 pm. 32-33c !!!
"Hi can you clean my windows today...?"
You can guess the reply LOL
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The words to watch out for me are
‘ yeah if you can start this month then we’ll see how it goes’
::)roll
Not a great start is it?
But I wonder if I was the customer and the customer was the window cleaner, what would I say? If I didn't know you and I was looking for a window cleaner, would I commit to a long term arrangement without knowing if the quality of that windie's work matches my expectations? Even if I was looking for a regular window cleaner, I would probably say the same thing.
Over the years I've had a few say this and have turned out to be very good customers. I've also had a few who wanted a regular cleaner and then cancelled the service by text a few days after the clean. One then sent a text a year later telling me at what time a few days later he would expect me to clean his windows again.
He's still waiting. :D
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The words to watch out for me are
‘ yeah if you can start this month then we’ll see how it goes’
::)roll
Not a great start is it?
But I wonder if I was the customer and the customer was the window cleaner, what would I say? If I didn't know you and I was looking for a window cleaner, would I commit to a long term arrangement without knowing if the quality of that windie's work matches my expectations? Even if I was looking for a regular window cleaner, I would probably say the same thing.
Over the years I've had a few say this and have turned out to be very good customers. I've also had a few who wanted a regular cleaner and then cancelled the service by text a few days after the clean. One then sent a text a year later telling me at what time a few days later he would expect me to clean his windows again.
He's still waiting. :D
I had one when I started up 21 years ago. I was canvassing and the lady abruptly told me she had sacked so many window cleaners for doing a poor job.
My response was to tell her I would do exactly the same. She must have been impressed, as she said she would give me a chance and see how things worked out.
Well she turned out to be a great customer. Never once did she complain about the quality of my work, (she was the type to do so if she had to) and I kept her right up until I had to relocate to Ireland, so she was on my books for over 14 years.
John
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Funniest one I remember: the one that asked for a free trial. I kid you not.
This was back in the days when savvy people jumped from one dial-up internet provider to another for the free, one-month trials (i.e. never having to pay).
My response:
"I'm a window cleaner, not an internet service provider."
He laughed. I laughed.
I never cleaned his windows nor did he expect me to.
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Funniest one I remember: the one that asked for a free trial. I kid you not.
This was back in the days when savvy people jumped from one dial-up internet provider to another for the free, one-month trials (i.e. never having to pay).
My response:
"I'm a window cleaner, not an internet service provider."
He laughed. I laughed.
I never cleaned his windows nor did he expect me to.
;D ;D ;D