Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: James Styles on August 14, 2019, 10:05:40 pm
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I’ve sent my messages out this evening and had 3 say they are on holiday (fair enough) but had 5 say can they leave it this month (which I’m not happy with at all) I’ve said it’s ok this time, c u next month.
I will let it slide this once but if I get it again I will be giving them an ultimatum.
I feel kind of stuck because I think some of it is down to texting customers but the problem is if I don’t I know gates won’t be unlocked or they won’t be in or cancel on the spot also all these customers I’ve canvassed I have told I will always text the day before I can’t just suddenly stop... kind of in a muddle now, really annoyed with these mess about customers thinking they can pick and chose which month they want them doing...
Any advice would be much appreciated, am I doing it right in giving them a pass this time then if it happens again have a stern word?
What would you do?
???
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When you clean their windows next time confirm whether they're OK with a 4 weekly clean. If not suggest an 8 weekly clean at a 25% price increase.
Unfortunately you'll get a lot of this when starting up.
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Your problem is mainly new customers and canvassed work
I've not done much canvassing personally, but have had hundreds of customers canvassed for me via canvasing companies.
I can say without doubt, by far..that canvassing produces much more messers than any other form of marketing. Half of them didn't even want their windows cleaning...not really...they just couldn't say no and wanted you to go away.
Half or more of what you pick up will be no good within a few cleans.
So I'm not surprised what you are experiencing.
As for texting it does give an opportunity for them to say not today but it shouldn't be a major issue, yes you'll get the one taking advantage.
Having said that messers can rear their heads at any time even on established work.
I had one today turn me away on the door because it was raining...she has been dumped. I had another saying "leave it this time" without a reason given...strike 1 for her....and I had one on holiday and another forget to unlock the back gate.
4 jobs down today, which is unusual to be fair....
On the plus side I picked up another from a walk up this afternoon and because I have more work than I really need I simply got on with the next jobs on my list.
Your problem isn't so much texting as it is picking up new work, new work is always like this until it settles down.
If you are canvassing everyday and picking up work every day I would just drop them and keep moving forward. Tell them sorry but it's regular or nothing, use the 2 hours saved to canvass some more.
This game is very much a case of throwing enough mud at the wall and seeing what sticks.
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I’ve sent my messages out this evening and had 3 say they are on holiday (fair enough) but had 5 say can they leave it this month (which I’m not happy with at all) I’ve said it’s ok this time, c u next month.
I will let it slide this once but if I get it again I will be giving them an ultimatum.
I feel kind of stuck because I think some of it is down to texting customers but the problem is if I don’t I know gates won’t be unlocked or they won’t be in or cancel on the spot also all these customers I’ve canvassed I have told I will always text the day before I can’t just suddenly stop... kind of in a muddle now, really annoyed with these mess about customers thinking they can pick and chose which month they want them doing...
Any advice would be much appreciated, am I doing it right in giving them a pass this time then if it happens again have a stern word?
What would you do?
???
Text back the customers who have asked to leave it until next time explaining the price agreed was for a 4 weekly schedule, if you would rather be moved on to an 8 weekly schedule the price will be X amount.
From now on when you are quoting new work give both a 4 weekly price and an 8 weekly price ( add on approx 25% for 8 weekly ) this should eliminate a lot of the not today brigade, it also allows you to charge the 8 weekly price if they do decide to skip a 4 weekly clean as they have been made aware you charge more for an 8 weekly schedule.
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When you clean their windows next time confirm whether they're OK with a 4 weekly clean. If not suggest an 8 weekly clean at a 25% price increase.
Unfortunately you'll get a lot of this when starting up.
4 of these that I messaged today are on 8 weekly... just seem like unreliable customers tbh, I’m gonna have to keep canvassing to get more and as Gomo says hopefully the more customers I pull in some should stick and be good customers, it’s just really annoyed me today as it’s took £100 out of my day :(
Building a good round I can see is gonna be really tough but I will keep going for sure.
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I’ve sent my messages out this evening and had 3 say they are on holiday (fair enough) but had 5 say can they leave it this month (which I’m not happy with at all) I’ve said it’s ok this time, c u next month.
I will let it slide this once but if I get it again I will be giving them an ultimatum.
I feel kind of stuck because I think some of it is down to texting customers but the problem is if I don’t I know gates won’t be unlocked or they won’t be in or cancel on the spot also all these customers I’ve canvassed I have told I will always text the day before I can’t just suddenly stop... kind of in a muddle now, really annoyed with these mess about customers thinking they can pick and chose which month they want them doing...
Any advice would be much appreciated, am I doing it right in giving them a pass this time then if it happens again have a stern word?
What would you do?
???
Text back the customers who have asked to leave it until next time explaining the price agreed was for a 4 weekly schedule, if you would rather be moved on to an 8 weekly schedule the price will be X amount.
From now on when you are quoting new work give both a 4 weekly price and an 8 weekly price ( add on approx 25% for 8 weekly ) this should eliminate a lot of the not today brigade, it also allows you to charge the 8 weekly price if they do decide to skip a 4 weekly clean as they have been made aware you charge more for an 8 weekly schedule.
I have already messaged them back saying it’s ok this one time, c u next month, some are also already 8 weekly.
What you said would of been better though to the 4 weekly. maybe I should use that if they do it again or with future messers
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My ways to weed out the messer from the start
1. Offer 2 frequencies from the start, we do 6 or 12. 50% more for 12 weeks
2. Charge more for first clean, we add 50% to the first clean of a 6 weeker and 25% to a 12 weeker.
3. Insist on being paid by direct debit.
4. Keep a record of those that do mess around and drop if it happens to often.
5. Always ask for the reason they want to be missed and stand your ground if its pathetic.
6. Finally take time to explain right from the start things like this clearly or give them your terms in writting, so when you you ask why they want to be missed you can remind them of the previous conversation.
I find these steps really have sorted this problem. We clean 200 houses a day, everyone gets a text from cleaner planner (they cant text back) on average we have less than 5 a day that want to be missed, often none, and the ones that do usually have a reasonable explaination.
Takes a long time to build a decent business. Remember that.
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I don't envy you starting from scratch, it's a long hard road ahead.
It drove me nuts dealing with messer after messer, first clean after first clean, non payer after non payer.
The joys of starting a business
But nothing worth doing is easy, and when you finally get to where you want to be it's a great sense of achievement and worth all the hard work.
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James, this isn't the first time you've mentioned this before and the answers won't change buddy.
You keep getting sound advice, stick to it and you will eventually get there, despite these annoying set backs. Yet if you dont adapt and learnd from them, then yes this will keep happening to you.
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James, this isn't the first time you've mentioned this before and the answers won't change buddy.
You keep getting sound advice, stick to it and you will eventually get there, despite these annoying set backs. Yet if you dont adapt and learnd from them, then yes this will keep happening to you.
Yeah I am sticking to it and applying the good advice, just seems it’s going to be something I have to put up with for a while, no avoiding it but I’ll crack on.
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I don't envy you starting from scratch, it's a long hard road ahead.
It drove me nuts dealing with messer after messer, first clean after first clean, non payer after non payer.
The joys of starting a business
But nothing worth doing is easy, and when you finally get to where you want to be it's a great sense of achievement and worth all the hard work.
In a way it’s encouraging to know almost everyone had to go through this to build a good solid round.
As you say it will be all the more satisfying when I have a good reliable round, cheers for the helpful replies buddy 👍
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Don’t text them, try and do your round without prior contact to customers, unless absolutely necessary.
If your texting them before coming your giving them a reason to say no.
I just carry on no matter what, if I can’t do the backs, so be it, but I would never text the customer before coming, no need to, if you do, they then have a chance to cancel that clean.
Keep going mate 👍🏼
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Hi James, I have read all the posts on this thread and they all offer sound advice.
My experience since I relocated to Ireland 8 years ago was very similar to what you are going through now. It nearly did my head in to find people saying they wanted a regular clean, then being continually turned away when going back for the second one.
What I did to counter this was to treat every clean as a one-off unless the customer specifically asked for a frequency, then continually keep canvassing until my run was sufficiently self-sustaining to not require door knocking. IIRC I canvassed for about a year, by which time I was getting more walk ups and word of mouth recommendations, and the run began to slowly grow on its own.
Most of the early cleans proved to be one-offs, but over time more of the later ones began to stick and many have remained good, solid customers. I left my phone number with those who said they would ring me when they needed me. Many did, and many of these have since become true regulars. I offer a frequency of 6 weeks, which suits most of them, and in fact suits me better as I am now too busy to get around any sooner than that.
For the ones who are turning you away, may I suggest that you ask them to ring you when they need you, then fit them in when you're in their area next? Don't go out of your way for them, but use them to keep making money from until either they ask you for a regular clean (some may, but don't expect it) or you have built up a good run of solid, regular customers and don't need them anymore. Just expect to take two steps forward and one back for the next few years. If you keep in mind that every small step forward is a step nearer your target, in time you will reach it.
John
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I’ve sent my messages out this evening and had 3 say they are on holiday (fair enough) but had 5 say can they leave it this month (which I’m not happy with at all) I’ve said it’s ok this time, c u next month.
I will let it slide this once but if I get it again I will be giving them an ultimatum.
I feel kind of stuck because I think some of it is down to texting customers but the problem is if I don’t I know gates won’t be unlocked or they won’t be in or cancel on the spot also all these customers I’ve canvassed I have told I will always text the day before I can’t just suddenly stop... kind of in a muddle now, really annoyed with these mess about customers thinking they can pick and chose which month they want them doing...
Any advice would be much appreciated, am I doing it right in giving them a pass this time then if it happens again have a stern word?
What would you do?
???
it must be so frustrating for you.... >:(
when i started up back in 1993 i used to get a few more messers than i do now but ive never had 5 in one day in 26 years of window cleaning!mind you back then i didnt text customers the night before,i just turned up(which is still 75% of my round to this day)......
how many jobs have you got at present james?im very surprised your getting "not todays" on 8 weekly jobs......usually these are less likely to skip.....
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James lots of sound Advice Johnny hit the nail on the head for you ..
Everything is a one-off do not get excited do not say you got 10 regular customers in your head they are all one offs .. best mindset to have
That way if they stick it's a plus just charge correctly.
Are you laddering these houses? If so you should try and charge triple bit of a niche these days not many ladder men about..
Doing a cheap one off clean on Ladders must be painful as hell when they mess you around..
If it's a £20 regular go out with the customer look at the windows tell her how dirty it is what you do it will be £60.. then 20 if you want it next time.
Yes you'll pick up less but you will get messed around less as well. do a great job and take your time for that price. You'll be surprised people will still want a one-off. But many others will be looking forward to having something half price or 3 times cheaper.
Just be realistic some of these people would have messed around another window cleaner in the first place which is probably why you picked some of them up.
Half a clean extra isn't enough you need to double or triple cleans that are visibly dirty and not been clean for over a year especially if you're on Ladders
Keep up the good work.
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I have now started to offer eight weekly intervals, in fact I've been doing so for close to a year now. I do this for a handful of reasons, the first is because it feels like I'm on their door step very quickly as WFP has allowed me to be quicker and take on more work than I did when on the trad tools. With newer prices which are quite high, I started to wait for my long term customers to start skipping some cleans. This is because for the large part, I'm maintaining the clean on practically clean windows on a four weekly basis. I tell my customers that basically on a 4 weekly schedule you won't have dirty windows again. (Yes! apart from bird poop n sand storms etc, which aren't the norm).
On my experience, their windows do not start to show dirt etc until around week 6 and then its minimal.
You also have all the other benefits of offering longer duration, ie higher prices and because your not their often or the feeling your often, like on a four weekly option. The customer actually comes, to expect you or are waiting/pleased to see you turn up. (Lol, I know what I'm trying to convey, dont know if that comes across the :P)
I know your in a position where you need the round to grow quickly and fetch the money in but, perhaps build your round from the start with offering 8 wkly cleans or 6 wkly cleans. You can charge more and perhaps you will have less cancellations because they can see their windows are getting dirty compared to receiving your text and thinking they dont want to pay, when their windows are still clean........its a waste of money.
Just a thought.
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We offer 6 or 12 weekly intervals. That way the 12 weekly jobs that are adjacent to 6 weekly ones have to wait until we clean the 6 weekly ones again. Otherwise you’re always gonna be back & forth, especially if you’re offering other frequencies as well. I couldn’t be doing with that. The 6 weeklys are your bread & butter imo. The 12 weeklys can wait. They’re not a priority.
If I was a customer, it’s not top of my house budget to have my house windows cleaned every 4 weeks. I got better things to spend my money on. Not unless someone’s gonna clean them for a fiver. ;D Even then you’re gonna get what you pay for.
Basically, set your stall out or you’ll have a round full of messers.
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Don’t text them, try and do your round without prior contact to customers, unless absolutely necessary.
If your texting them before coming your giving them a reason to say no.
I just carry on no matter what, if I can’t do the backs, so be it, but I would never text the customer before coming, no need to, if you do, they then have a chance to cancel that clean.
Keep going mate 👍🏼
The issue I have there is when I got all these customers I have said I text the day before they are due which they was happy about, if I just don’t text anymore gates will be locked, they won’t be expecting me, they won’t be in (for ones that I need access) and if I luckily do catch them they’ll be asking why they haven’t been messaged.
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I’ve sent my messages out this evening and had 3 say they are on holiday (fair enough) but had 5 say can they leave it this month (which I’m not happy with at all) I’ve said it’s ok this time, c u next month.
I will let it slide this once but if I get it again I will be giving them an ultimatum.
I feel kind of stuck because I think some of it is down to texting customers but the problem is if I don’t I know gates won’t be unlocked or they won’t be in or cancel on the spot also all these customers I’ve canvassed I have told I will always text the day before I can’t just suddenly stop... kind of in a muddle now, really annoyed with these mess about customers thinking they can pick and chose which month they want them doing...
Any advice would be much appreciated, am I doing it right in giving them a pass this time then if it happens again have a stern word?
What would you do?
???
it must be so frustrating for you.... >:(
when i started up back in 1993 i used to get a few more messers than i do now but ive never had 5 in one day in 26 years of window cleaning!mind you back then i didnt text customers the night before,i just turned up(which is still 75% of my round to this day)......
how many jobs have you got at present james?im very surprised your getting "not todays" on 8 weekly jobs......usually these are less likely to skip.....
I have around 80 customers now but I feel like about 30% of them are hit or miss (unreliable)
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Maybe I should of went with everyone on 6 weekly, I don’t know how I’d change it now though as I think 60-70% of my round is on 8 weekly and I think it would be an issue to get them to change to 6 weekly, I think it’s best I just keep it to 4 weekly and 8 weekly now or it could become a real mess but I do see people’s point.
I had one more message this morning who is 8 weekly saying he won’t be in can I re-arrange (no side access - am trying to avoid them now)
My originally full looking day today has been destroyed, I now have just 3 houses to do today, it’s almost laughable.
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From now on mate, with all new customers, don’t say anything about a text before. Hopefully that will help mate 👍🏼
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Maybe just become a part time cleaner? They earn more money apparently. ;)
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Branch out too and offer gutter cleans, fascias and conservatory roofs. Loads about, one job might last half a day.
When I didn’t have enough work I’d sit there crying into my Yorkshire pudding at the local carvery. Sometimes I’d go to the gym and just stare at myself in the mirror for hours on end.
Keep plugging away you’ll get there.
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This is one of those challenging times when you have to push on. Realise that 20% or so of the early customers will be less than completely honest and as others have said, set out your stall early on.
Your customers need to appreciate that this is your business and you can't have same day cancellations for no reason. Don't take it personally and one day you will look back and laugh at these things.
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I’ve sent my messages out this evening and had 3 say they are on holiday (fair enough) but had 5 say can they leave it this month (which I’m not happy with at all) I’ve said it’s ok this time, c u next month.
I will let it slide this once but if I get it again I will be giving them an ultimatum.
I feel kind of stuck because I think some of it is down to texting customers but the problem is if I don’t I know gates won’t be unlocked or they won’t be in or cancel on the spot also all these customers I’ve canvassed I have told I will always text the day before I can’t just suddenly stop... kind of in a muddle now, really annoyed with these mess about customers thinking they can pick and chose which month they want them doing...
Any advice would be much appreciated, am I doing it right in giving them a pass this time then if it happens again have a stern word?
What would you do?
???
it must be so frustrating for you.... >:(
when i started up back in 1993 i used to get a few more messers than i do now but ive never had 5 in one day in 26 years of window cleaning!mind you back then i didnt text customers the night before,i just turned up(which is still 75% of my round to this day)......
how many jobs have you got at present james?im very surprised your getting "not todays" on 8 weekly jobs......usually these are less likely to skip.....
I have around 80 customers now but I feel like about 30% of them are hit or miss (unreliable)
I don’t believe all your customers have locked gates. Do you go out canvassing for people who lock their back gates so you can clean their windows.
Stop texting and buy a step ladder. If you really have to clean them climb over the gate.
I’m currently sat on the drive of a customers place and the gate will be locked. It always is. I just reach over and unlock it. Stop making a rod for your own back.
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As above!
I have many great clients, who I have many a chats to. They make drinks and offer biscuits n some even make a sandwich from time to time. As much as I may say they are friends as such,,,,,,,they aren't and never will be! Ag the end of the day, we operate our business how we choose to do so and they employ us as a window cleaner. When ever that wont suit them any more, for what ever particular reason,,,,they will fire you.
You have to realise that it is never personal and never will be, unless your slack who's shackled up with his customer ;D (well I think its Matt anyway)
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It is me ;D ;D
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I’ve sent my messages out this evening and had 3 say they are on holiday (fair enough) but had 5 say can they leave it this month (which I’m not happy with at all) I’ve said it’s ok this time, c u next month.
I will let it slide this once but if I get it again I will be giving them an ultimatum.
I feel kind of stuck because I think some of it is down to texting customers but the problem is if I don’t I know gates won’t be unlocked or they won’t be in or cancel on the spot also all these customers I’ve canvassed I have told I will always text the day before I can’t just suddenly stop... kind of in a muddle now, really annoyed with these mess about customers thinking they can pick and chose which month they want them doing...
Any advice would be much appreciated, am I doing it right in giving them a pass this time then if it happens again have a stern word?
What would you do?
???
it must be so frustrating for you.... >:(
when i started up back in 1993 i used to get a few more messers than i do now but ive never had 5 in one day in 26 years of window cleaning!mind you back then i didnt text customers the night before,i just turned up(which is still 75% of my round to this day)......
how many jobs have you got at present james?im very surprised your getting "not todays" on 8 weekly jobs......usually these are less likely to skip.....
I have around 80 customers now but I feel like about 30% of them are hit or miss (unreliable)
I don’t believe all your customers have locked gates. Do you go out canvassing for people who lock their back gates so you can clean their windows.
Stop texting and buy a step ladder. If you really have to clean them climb over the gate.
I’m currently sat on the drive of a customers place and the gate will be locked. It always is. I just reach over and unlock it. Stop making a rod for your own back.
If you read the thread I have said numerous times that when I’ve got these customers through canvassing I said I will always text the day before the clean to let them know I am coming, so what you would suggest is I stop doing that even though it’s what I said I’d do, turn up out the blue and hop over the fence do their windows and hope they pay ::)roll
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Is it ladder work you're doing?
Go out canvassing again this time triple the price You'll be surprised how quickly they'll tell you thanks for that I'll give you a call in the future because they won't feel guilty to lie to you as they've paid you correctly..
Or they will playball moving on.
They know what you want when you are cheap and you talk about regular they just haven't got the nerve to tell you there and then they've just seen you remove 4 years worth of dirt for not alot of money
by you saying I'll message you makes them think phew easy I'll just text back and say not today or no thanks sorted..
I know it's crazy the psychology of the job.
Can you go out canvassing and bill correctly
Then tell us how you got on...
We were all very naive in the past once upon a time it was easy for us all to be led up the garden path just because they say they want regular it can also mean their thinking the exact opposite..
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dont think that people wont want a 4 weekly window cleaning service,many do...i have lots....big houses too.....and some windows are pretty dirty even after only 4 weeks...
at least your learning not to offer to text EVERY job the night before going forward! ;D.....only text for access or if its a large posh "stand alone" house(these customers really appreciate notification IME).....
KEEP GOING!....itll get better in time mate.....
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Yes James, you turn up every four weeks so they know roughly when your coming and you clean their windows, stick a card through their door and wait to be paid. If is that simple, as many of us have done so for a very long time.
I only text customers for gate issues and also new customers who have to wait until I'm in the area again for their first clean. That's it, though! After the first clean, they know roughly to expect me on a four weekly rota after that
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Just tell them (or leave a very short note) the next time you clean them that in future you'll only be texting those customers that need notice for access. They can take it or leave it.
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I’ve sent my messages out this evening and had 3 say they are on holiday (fair enough) but had 5 say can they leave it this month (which I’m not happy with at all) I’ve said it’s ok this time, c u next month.
I will let it slide this once but if I get it again I will be giving them an ultimatum.
I feel kind of stuck because I think some of it is down to texting customers but the problem is if I don’t I know gates won’t be unlocked or they won’t be in or cancel on the spot also all these customers I’ve canvassed I have told I will always text the day before I can’t just suddenly stop... kind of in a muddle now, really annoyed with these mess about customers thinking they can pick and chose which month they want them doing...
Any advice would be much appreciated, am I doing it right in giving them a pass this time then if it happens again have a stern word?
What would you do?
???
it must be so frustrating for you.... >:(
when i started up back in 1993 i used to get a few more messers than i do now but ive never had 5 in one day in 26 years of window cleaning!mind you back then i didnt text customers the night before,i just turned up(which is still 75% of my round to this day)......
how many jobs have you got at present james?im very surprised your getting "not todays" on 8 weekly jobs......usually these are less likely to skip.....
I have around 80 customers now but I feel like about 30% of them are hit or miss (unreliable)
I don’t believe all your customers have locked gates. Do you go out canvassing for people who lock their back gates so you can clean their windows.
Stop texting and buy a step ladder. If you really have to clean them climb over the gate.
I’m currently sat on the drive of a customers place and the gate will be locked. It always is. I just reach over and unlock it. Stop making a rod for your own back.
If you read the thread I have said numerous times that when I’ve got these customers through canvassing I said I will always text the day before the clean to let them know I am coming, so what you would suggest is I stop doing that even though it’s what I said I’d do, turn up out the blue and hop over the fence do their windows and hope they pay ::)roll
and there it is!!
been doing it for 5 minutes and already starts being sarky
stop texting - get a set of steps and a pole with a hook to draw the bolt
I have to say I consider myself lucky - in this gentle, rural area of Norfolk I don't seem to have ever had these issues on any substantial level
Darran
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Iv never texted a customer, back in the day when I needed whatever work/custom I could get I used a folding multi position ladder to get over a locked gate, when I no longer needed that type of custom I stopped.
I have always believed that the less contact we have with our customers the better.
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Put up with them , to start with then when you’ve grown your round start getting rid of them, it takes time but eventually you finish up with good loyal customers
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I’ve sent my messages out this evening and had 3 say they are on holiday (fair enough) but had 5 say can they leave it this month (which I’m not happy with at all) I’ve said it’s ok this time, c u next month.
I will let it slide this once but if I get it again I will be giving them an ultimatum.
I feel kind of stuck because I think some of it is down to texting customers but the problem is if I don’t I know gates won’t be unlocked or they won’t be in or cancel on the spot also all these customers I’ve canvassed I have told I will always text the day before I can’t just suddenly stop... kind of in a muddle now, really annoyed with these mess about customers thinking they can pick and chose which month they want them doing...
Any advice would be much appreciated, am I doing it right in giving them a pass this time then if it happens again have a stern word?
What would you do?
???
it must be so frustrating for you.... >:(
when i started up back in 1993 i used to get a few more messers than i do now but ive never had 5 in one day in 26 years of window cleaning!mind you back then i didnt text customers the night before,i just turned up(which is still 75% of my round to this day)......
how many jobs have you got at present james?im very surprised your getting "not todays" on 8 weekly jobs......usually these are less likely to skip.....
I have around 80 customers now but I feel like about 30% of them are hit or miss (unreliable)
I don’t believe all your customers have locked gates. Do you go out canvassing for people who lock their back gates so you can clean their windows.
Stop texting and buy a step ladder. If you really have to clean them climb over the gate.
I’m currently sat on the drive of a customers place and the gate will be locked. It always is. I just reach over and unlock it. Stop making a rod for your own back.
If you read the thread I have said numerous times that when I’ve got these customers through canvassing I said I will always text the day before the clean to let them know I am coming, so what you would suggest is I stop doing that even though it’s what I said I’d do, turn up out the blue and hop over the fence do their windows and hope they pay ::)roll
You have a choice whether you do that or not. It’s what 95% of the rest of us do. Why carry on living with the problem if it’s causing you problems.
Change your terms. Text them to tell them things have changed. Crack on.
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Is it ladder work you're doing?
Go out canvassing again this time triple the price You'll be surprised how quickly they'll tell you thanks for that I'll give you a call in the future because they won't feel guilty to lie to you as they've paid you correctly..
Or they will playball moving on.
They know what you want when you are cheap and you talk about regular they just haven't got the nerve to tell you there and then they've just seen you remove 4 years worth of dirt for not alot of money
by you saying I'll message you makes them think phew easy I'll just text back and say not today or no thanks sorted..
I know it's crazy the psychology of the job.
Can you go out canvassing and bill correctly
Then tell us how you got on...
We were all very naive in the past once upon a time it was easy for us all to be led up the garden path just because they say they want regular it can also mean their thinking the exact opposite..
No mate I’m WFP
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I’ve sent my messages out this evening and had 3 say they are on holiday (fair enough) but had 5 say can they leave it this month (which I’m not happy with at all) I’ve said it’s ok this time, c u next month.
I will let it slide this once but if I get it again I will be giving them an ultimatum.
I feel kind of stuck because I think some of it is down to texting customers but the problem is if I don’t I know gates won’t be unlocked or they won’t be in or cancel on the spot also all these customers I’ve canvassed I have told I will always text the day before I can’t just suddenly stop... kind of in a muddle now, really annoyed with these mess about customers thinking they can pick and chose which month they want them doing...
Any advice would be much appreciated, am I doing it right in giving them a pass this time then if it happens again have a stern word?
What would you do?
???
it must be so frustrating for you.... >:(
when i started up back in 1993 i used to get a few more messers than i do now but ive never had 5 in one day in 26 years of window cleaning!mind you back then i didnt text customers the night before,i just turned up(which is still 75% of my round to this day)......
how many jobs have you got at present james?im very surprised your getting "not todays" on 8 weekly jobs......usually these are less likely to skip.....
I have around 80 customers now but I feel like about 30% of them are hit or miss (unreliable)
I don’t believe all your customers have locked gates. Do you go out canvassing for people who lock their back gates so you can clean their windows.
Stop texting and buy a step ladder. If you really have to clean them climb over the gate.
I’m currently sat on the drive of a customers place and the gate will be locked. It always is. I just reach over and unlock it. Stop making a rod for your own back.
If you read the thread I have said numerous times that when I’ve got these customers through canvassing I said I will always text the day before the clean to let them know I am coming, so what you would suggest is I stop doing that even though it’s what I said I’d do, turn up out the blue and hop over the fence do their windows and hope they pay ::)roll
and there it is!!
been doing it for 5 minutes and already starts being sarky
stop texting - get a set of steps and a pole with a hook to draw the bolt
I have to say I consider myself lucky - in this gentle, rural area of Norfolk I don't seem to have ever had these issues on any substantial level
Darran
Nope. I just reply in the same manner if spoken to rudely.
The issue I’m going to have is letting all the round I have got now (about 90 customers) know that I won’t be sending texts, I see them not liking it & possibly cancelling all together.
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Iv never texted a customer, back in the day when I needed whatever work/custom I could get I used a folding multi position ladder to get over a locked gate, when I no longer needed that type of custom I stopped.
I have always believed that the less contact we have with our customers the better.
I’m also starting to think this, just kind of annoyed I’ve told all my customer base I will always text them the day before now. Got myself in a right muddle.
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I’ve sent my messages out this evening and had 3 say they are on holiday (fair enough) but had 5 say can they leave it this month (which I’m not happy with at all) I’ve said it’s ok this time, c u next month.
I will let it slide this once but if I get it again I will be giving them an ultimatum.
I feel kind of stuck because I think some of it is down to texting customers but the problem is if I don’t I know gates won’t be unlocked or they won’t be in or cancel on the spot also all these customers I’ve canvassed I have told I will always text the day before I can’t just suddenly stop... kind of in a muddle now, really annoyed with these mess about customers thinking they can pick and chose which month they want them doing...
Any advice would be much appreciated, am I doing it right in giving them a pass this time then if it happens again have a stern word?
What would you do?
???
it must be so frustrating for you.... >:(
when i started up back in 1993 i used to get a few more messers than i do now but ive never had 5 in one day in 26 years of window cleaning!mind you back then i didnt text customers the night before,i just turned up(which is still 75% of my round to this day)......
how many jobs have you got at present james?im very surprised your getting "not todays" on 8 weekly jobs......usually these are less likely to skip.....
I have around 80 customers now but I feel like about 30% of them are hit or miss (unreliable)
I don’t believe all your customers have locked gates. Do you go out canvassing for people who lock their back gates so you can clean their windows.
Stop texting and buy a step ladder. If you really have to clean them climb over the gate.
I’m currently sat on the drive of a customers place and the gate will be locked. It always is. I just reach over and unlock it. Stop making a rod for your own back.
If you read the thread I have said numerous times that when I’ve got these customers through canvassing I said I will always text the day before the clean to let them know I am coming, so what you would suggest is I stop doing that even though it’s what I said I’d do, turn up out the blue and hop over the fence do their windows and hope they pay ::)roll
You have a choice whether you do that or not. It’s what 95% of the rest of us do. Why carry on living with the problem if it’s causing you problems.
Change your terms. Text them to tell them things have changed. Crack on.
I am considering doing this I’m just worried I will lose quite a few customers as they seemed to like that they get a heads up on us coming to clean the day before.
Me offering this in the first place was a bad idea.
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90 customers is barely 4 days work - its no great shakes to inform them you will no longer text
I used to collect on the door step - but it became apparent that I spent hours travelling around for a few quid - usually in the cold and wet for people to still not have the cash - at this stage I had maybe 400 customers
they were given 'notice' either verbally or letter that no more door collections would take place - bank transfer - dd - standing order were the options if they could not pay on the day .
I maybe had to chase the odd 2 or 3 die hards but they then faced a choice pay remotely or not get cleaned your business is evolving - don't continue down a route that's causing you problems - be the bigger man and take on board the good advice being handed out ( its free ! where else are you going to get help like this )
Darran
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Iv never texted a customer, back in the day when I needed whatever work/custom I could get I used a folding multi position ladder to get over a locked gate, when I no longer needed that type of custom I stopped.
I have always believed that the less contact we have with our customers the better.
really?......so all your customers have gates that are unlocked or do you have keys?more and more customers are choosing to lock their gates these days ive found......i have lots of electronic/combination gate numbers,use ladders or a step to unbolt a few and text the night before for the others....
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90 customers is barely 4 days work -
You (personally) can clean 22 houses a day ?
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Does anyone else on this forum text their customers the day before the clean is due and been successful using this method?
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Does anyone else on this forum text their customers the day before the clean is due and been successful using this method?
Yes i do and i know first hand others that do too. Initially i didn't want to do it, for the reasons you have outlined.... you can get a cancellation. But i got over that, at the end of the day if they don't want you to clean their windows for one reason or another then "sneaking up on the house" unnanounced as a means to circumvent this..... was a pretty crap way to push your (mine) business foreward. I have zero tolerance for messers, the text enables gates to be unlocked if neccesary, enables them to leave cash out and under a pot if they aint gonna be in, and in general lets them know that someone is coming to their property on that day. There is no shortage of window cleaners that "just turn up when they want" , i never aimed to be one of them. Its my USP i suppose..... I couldn't even imagine just going out to clean some windows when no one knows i'm coming... Just wouldn't feel like i had any sort of business. I'm aware thats not for everyone and i know exactly why they do otherwise.
James, you can do it anyway you like take no notice to anyone telling you what way to do it. Do it one way and stick to it. Its hard when you need the cash at first but if/when i ever get a "can you leave us this time" i leave them. If i get it a second time i don't contact them again. If they contact me i offer a premium priced clean at a time to suit them. You'll never change messers, push foreward and keep seeking people who want a regular service of the type you offer.
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90 customers is barely 4 days work -
You (personally) can clean 22 houses a day ?
Depending on size my guys do modern 3 bed semis at the rate of 30-45 per day each on compact work , I personally can do 7 per hour so if someone cannot do 22 in a day they would find themselves sacked very quickly
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Does anyone else on this forum text their customers the day before the clean is due and been successful using this method?
It doesn't matter what others do. Its causing YOU problems, change the method.
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90 customers is barely 4 days work -
You (personally) can clean 22 houses a day ?
Depending on size my guys do modern 3 bed semis at the rate of 30-45 per day each on compact work , I personally can do 7 per hour so if someone cannot do 22 in a day they would find themselves sacked very quickly
Thats not the question i asked (what "your guys" do ) . But fair enough , you can do 7 semis in an hour . ;D
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Does anyone else on this forum text their customers the day before the clean is due and been successful using this method?
Yes i do and i know first hand others that do too. Initially i didn't want to do it, for the reasons you have outlined.... you can get a cancellation. But i got over that, at the end of the day if they don't want you to clean their windows for one reason or another then "sneaking up on the house" unnanounced as a means to circumvent this..... was a pretty crap way to push your (mine) business foreward. I have zero tolerance for messers, the text enables gates to be unlocked if neccesary, enables them to leave cash out and under a pot if they aint gonna be in, and in general lets them know that someone is coming to their property on that day. There is no shortage of window cleaners that "just turn up when they want" , i never aimed to be one of them. Its my USP i suppose..... I couldn't even imagine just going out to clean some windows when no one knows i'm coming... Just wouldn't feel like i had any sort of business. I'm aware thats not for everyone and i know exactly why they do otherwise.
James, you can do it anyway you like take no notice to anyone telling you what way to do it. Do it one way and stick to it. Its hard when you need the cash at first but if/when i ever get a "can you leave us this time" i leave them. If i get it a second time i don't contact them again. If they contact me i offer a premium priced clean at a time to suit them. You'll never change messers, push foreward and keep seeking people who want a regular service of the type you offer.
That’s good to hear mate. I am the same I would rather they know I am coming that day and to expect the bill of the clean, also I’d imagine the ones who wanted it to be left this time could just turn you away (waste of petrol & time) or their could be issues getting payment.
I think it’s been making me question my system today as I had a big amount of cancellations for the first time but thinking about it more I’m going to get messers either way as I am building my round still.
I am going to stick to my method and if I get ones that cancel or mess about I will give them an ultimatum and then if it happens again I will dump them.
Eventually I should have a nice reliable round with a good system in place.
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I put up with messers when i needed them. As i'd imagine a lot of us did. as your business grows you won't need them, it happens naturally. You won't even make a concious descision about it...........
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Does anyone else on this forum text their customers the day before the clean is due and been successful using this method?
It doesn't matter what others do. Its causing YOU problems, change the method.
I wanted to know if others have built a successful round with the system I am using, to see if it can work out well.
I feel more comfortable letting customers know I am coming the next day.
I am still building and I think I’d be getting problems with messers no matter what in the beginning.
I am working out what is best for me going forwards and I am still ultimately leaning towards the way I am doing it with texts, I will just have to weed out the messers.
If it still causes issues down the line then I will have to change it.
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Ok. 90 customers and WFP
Yes plenty of us text but we're so used to messers and most been on glass for years so already been through your stage. Texting does cause problems which ever way you look at it if you wish to do it thats your choice..
So Things to take away and consider today.
Number one Stop texting from now on try just turning up plenty of very successful guys with multiple Van's on road work in this manner
later on text the ones worth it when you hit say 200..
Two if its WFP try and double the price its half price later for as long as they're happy to have you.
Doubling will make a difference in messers.
These two things should improve the retention rate why dont you give these a go and see how you get on?.
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Your problem isn't so much texting as it is picking up new work, new work is always like this until it settles down.
^^^^^
Nailed in the first few responses..........................
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Ok. 90 customers and WFP
Yes plenty of us text but we're so used to messers and most been on glass for years so already been through your stage. Texting does cause problems which ever way you look at it if you wish to do it thats your choice..
So Things to take away and consider today.
Number one Stop texting from now on try just turning up plenty of very successful guys with multiple Van's on road work in this manner
later on text the ones worth it when you hit say 200..
Two if its WFP try and double the price its half price later for as long as they're happy to have you.
Doubling will make a difference in messers.
These two things should improve the retention rate why dont you give these a go and see how you get on?.
Hi mate, I think for now I will keep using the text system but be sterner with messers, give them an ultimatum if they mess a 2nd time and if they do it a 3rd time dump them.
I believe a lot of what I’m experiencing is just crap messer customers in building and it would happen with or without texting, I am not doubting though that texting can be problematic and if it does carry on causing issues even after dropping messers then I will change the system.
I charge price plus 50% on first cleans, I will try doubling the price just hope I can pick up customers this way as it does make the price quite high lol, I will try it for a few weeks with canvassing.
👍
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When you receive a text back saying to miss, how do you respond?
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I personally never charged double on first cleans.
When I was building a round I wanted to give myself the best chance of picking up work not putting them off with inflated first clean price. And yes it did put quite a few off...
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For the past few months Iv been giving 3 frequencies and charging the 3 monthly frequency for 1st cleans. Iv not had 1 refusal so far and wish I’d have done it years ago!
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James as I’ve said, I’ve never text customers before turning up, and I’m telling you straight it’s very rare for anyone to turn me away, most customers are out...
Add to that the fact that it’s much harder to turn someone away once they are there, and you’ll find it’s not an issue.
Once you’ve sent a text, it’s all too easy for the customer to think ‘ah not this time, I’ll save the money’
I suppose it’s what suits you mate, but for me, I just don’t see any reason to text customers before turning up. I like to keep the customers at arms length in that sense. Not giving them opportunity to dictate.
Horses for courses I suppose! There’s no right or wrong way, but maybe, just maybe, it’s worth giving the ‘no text’ version a go... as long as you’ve clearly told them you’ll be round every ‘x’ amount of weeks, all should be ok....
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I rarely text. If your customer has seen the forecast for today for example they will try and skip (don’t blame them). Customers like to control you, can’t allow this, it’s your business your running not theirs.
When starting out you need every scrap of work.
Suck it up for now then eventually drop the messers. Most of them will drop you anyway after three months. You soon realise why they didn’t have a cleaner.
Your customer base will ebb and flow, might take a year or two then hopefully it will snowball.
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Does anyone else on this forum text their customers the day before the clean is due and been successful using this method?
Yes - Been doing this for 9 yrs and experienced exactly what you are going through - persevere, it'll get better.
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Iv never texted a customer, back in the day when I needed whatever work/custom I could get I used a folding multi position ladder to get over a locked gate, when I no longer needed that type of custom I stopped.
I have always believed that the less contact we have with our customers the better.
really?......so all your customers have gates that are unlocked or do you have keys?more and more customers are choosing to lock their gates these days ive found......i have lots of electronic/combination gate numbers,use ladders or a step to unbolt a few and text the night before for the others....
I do have the odd key and a few electrionic/combination gate numbers but no customers with locked gates.
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Years ago a customer I used to txt this cust often he would say not tomorrow. It was frustrating as in those days it was only one day I was in the area. However his declining to have his windows cleaned seem to have corresponded with the weather each time
It's as if he checked the forecast for any light rain
Or cloudy weather even ;D
when asked him is there anything wrong he said no those are "personal reasons" lol.
I put two and two together so stopped messaging
And what do you know 10 + years later he's a happy customer doesn't say no anymore because there no message anymore
And even gives a Christmas tip
What does this tell you.
Messages are problematic it's up to you if you want to do them there are advantages and it's true they can mess you around without them but it's swings and roundabouts.
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Does anyone else on this forum text their customers the day before the clean is due and been successful using this method?
yes i do......not all of them but around 25% of my work......ive NEVER had a "not today" by texting the night before unless its because of building work (or holidays very occasionally).
never for "it looks like rain tomorrow so can we skip this time?" OR "tomorrows not convenient.can you call another day?thanks"
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90 customers is barely 4 days work -
You (personally) can clean 22 houses a day ?
I have a day where they are all semi's with a couple of detached - 28 cleans all done by 4.30 ( this is the most compact day where I can reach 4 or 5 without moving)
other days we have bigger works so may only get 16 or so done but as an average 22 cleans is a days work
Darran
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I sent my standard text out the other day to customers needing gates unlocked. it takes a fraction of a time to tag relevant customers to a group text.
one customer sent a reply, weather related asking for the following day instead as it looked dryer. if you respond appropriately, there is no reason why it becomes a problem:
(http://www.cleanitup.co.uk/smf/1565953662_aviary-image-1565953486719.jpeg)
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Dear NK1 services, thank you for your text ,as rain water is as good as your water l will cancel all future cleans and let the rain do the job (for free) instead of you having to keep bugging me with texts every month - best wishes - Trish ;D
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When you receive a text back saying to miss, how do you respond?
As it’s the first time they’ve done it I just put “ok for this one time, see you next month” but maybe straight from the start I should put my foot down, what would you say?
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Dear NK1 services, thank you for your text ,as rain water is as good as your water l will cancel all future cleans and let the rain do the job (for free) instead of you having to keep bugging me with texts every month - best wishes - Trish ;D
now there's a thought, all I need to do is put a trigger on the end of the house and simply spray the windows. yea that will work ;D ;D ;D ;D ;D ;D
someone needs more sarcasm practice me thinks
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When you receive a text back saying to miss, how do you respond?
As it’s the first time they’ve done it I just put “ok for this one time, see you next month” but maybe straight from the start I should put my foot down, what would you say?
I would ask if there's a problem and that your four weekly schedule ensures they dont have dirty windows again and that I'm pleased their happy with the results they are seeing and that's why they need to continue with the schedule agreed upon.
they may simply text back with, "ok"
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When you receive a text back saying to miss, how do you respond?
As it’s the first time they’ve done it I just put “ok for this one time, see you next month” but maybe straight from the start I should put my foot down, what would you say?
i dont know....its never happened without a good reason.....
did you not ask why?building work fair enough,on holiday,fair enough........anything else and id dump them.....
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Does anyone else on this forum text their customers the day before the clean is due and been successful using this method?
Yes, I do James. Just down the road from you.
Most of mine restricted access, with locked gates, coupled with cctv. The suburbs of the Midlands are security conscious
Holiday cancellations. At this time of year they can be a pain. If they’re 8 weekly see if you can reschedule for when they get home. (Although custards who take holidays are fair incomes and normally reliable)
Always try to get a reason why
Tell the messers to ring you when needed, just hike the price when they do
Try text local to send the texts out, these can’t be replied to. (I think)
Unfortunately, this is how it is when your building. Keep going.
Tony
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NK - Lol
lol
LOL !
Darran
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When you receive a text back saying to miss, how do you respond?
As it’s the first time they’ve done it I just put “ok for this one time, see you next month” but maybe straight from the start I should put my foot down, what would you say?
i dont know....its never happened without a good reason.....
did you not ask why?building work fair enough,on holiday,fair enough........anything else and id dump them.....
I didn’t ask why tbh mate, obviously I should of, I’m gonna be a lot more sterner from now on as I think some are just taking the p
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Does anyone else on this forum text their customers the day before the clean is due and been successful using this method?
Yes, I do James. Just down the road from you.
Most of mine restricted access, with locked gates, coupled with cctv. The suburbs of the Midlands are security conscious
Holiday cancellations. At this time of year they can be a pain. If they’re 8 weekly see if you can reschedule for when they get home. (Although custards who take holidays are fair incomes and normally reliable)
Always try to get a reason why
Tell the messers to ring you when needed, just hike the price when they do
Try text local to send the texts out, these can’t be replied to. (I think)
Unfortunately, this is how it is when your building. Keep going.
Tony
Cheers mate, yes it’s frustrating but I just have to keep going.
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You can always blag the custards by putting a footnote at the bottom of the text, something similar to the following 'this is an automated text, please do not reply, this inbox is not monitored'.
As well as using an online texting facility and not your phones.
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You can always blag the custards by putting a footnote at the bottom of the text, something similar to the following 'this is an automated text, please do not reply, this inbox is not monitored'.
As well as using an online texting facility and not your phones.
I've just recently bought the Samsung a70 which allows two sims in the phone, which you can switch between. I dont have a problem with people cancelling when I send my texts out, but if I did, I think I would do just that.
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I’ve sent my messages out this evening and had 3 say they are on holiday (fair enough) but had 5 say can they leave it this month (which I’m not happy with at all) I’ve said it’s ok this time, c u next month.
I will let it slide this once but if I get it again I will be giving them an ultimatum.
I feel kind of stuck because I think some of it is down to texting customers but the problem is if I don’t I know gates won’t be unlocked or they won’t be in or cancel on the spot also all these customers I’ve canvassed I have told I will always text the day before I can’t just suddenly stop... kind of in a muddle now, really annoyed with these mess about customers thinking they can pick and chose which month they want them doing...
Any advice would be much appreciated, am I doing it right in giving them a pass this time then if it happens again have a stern word?
What would you do?
???
it must be so frustrating for you.... >:(
when i started up back in 1993 i used to get a few more messers than i do now but ive never had 5 in one day in 26 years of window cleaning!mind you back then i didnt text customers the night before,i just turned up(which is still 75% of my round to this day)......
how many jobs have you got at present james?im very surprised your getting "not todays" on 8 weekly jobs......usually these are less likely to skip.....
I have around 80 customers now but I feel like about 30% of them are hit or miss (unreliable)
But you have 60 good customers. As Johnny says, keep the other unreliable ones as 'call me when you need me' customers and charge accordingly.
In the meantime keep searching for another 60 reliable customers. In time you will then be able to drop the wasters and focus on the reliable ones.
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I don't think texting is your problem.
Personally, I text all mine (8 weekly) with hardly any problems at all. Lots of other window cleaners text too, with no problems.
Also window cleaners who just turn up (without texting), that works well for them too. So it can work well both ways, you just have to decide which way you want to go. Also, you text your 50 good customers and that seems to work?
Personally I don't think it makes any difference whether you text or not, your problem is probably crap customers.
Lets say you go canvassing and get 8 new customers in a day. I would reckon 4 of them will only want it done the once (for whatever reason). Maybe you put them 'on the spot' and they felt obliged to agree, perhaps they just thought 'great, we'll get the windows cleaned', perhaps they can't really afford it...! You'll probably do all 8 cleans at a similar time, which means you will be texting all 8 cleans the next time round.
I think what's happening is you do a first clean and everything is ok (of course it is, you're getting rid of 12 months of crap).
Then when you text for the next clean you get 4 or 5 'not todays' because they didn't really want a regular clean to start with.
Then you start to panic a bit and think what's wrong? Should I text or not text, should I offer different frequencies, should I be firmer with my customers?
The simple fact is...you need better customers.
Providing you're polite, professional, do a good job, be reliable and are priced fairly, nothing else matters!
So moving forward:
1. Don't worry about messers, work out which ones they are (not too difficult) and have a PLAN in place for them.
Lots of ideas have been mentioned above, pick one and stick to it.
Personally, I would say 'no problem' to any cancellations and see if they want it done next time round.
If they do, then you've got some money in your pocket, if they don't then DUMP! (2 miss rule)
People who cancel twice don't want a window cleaner SO THEY DON'T NEED YOU!
2. Try and split your round in some way, so you can identify your messers (put them in red or something).
If you've got 80 customers and only 50 are good then you only have 50 customers, in my opinion.
Don't be blinkered into thinking your round is better than it is, be realistic and honest with yourself.
Make sure you look after your 50 good customers.
3. Decide about messers. For instance:
You get a call and you think it's a messer.
A. Will you go and clean it and think...'ok it's a messer but I have some cash' and i'm not bothered if it's long term? or
B. I'm not cleaning it because it's not building a long term business?
You need to make that decision and stick to it.
The reason I say this is because Dan gets all my crap work, he's starting out and he'll clean anything.
Today I got a call for 2 care homes that need to be done Saturday (with all the promises of regular work etc).
That means they have an inspection on Monday and need all the windows cleaned...but it's money up front.
Dan is doing both tomorrow to get the money but he knows it's probably (or likely to be) a one off.
I could be wrong, but that's the way to bet!
But Dan has his mindset right.
He now accepts messers and uses them as a way of earning some money but not to build his long term business.
4. Try to get better customers and less messers.
It's not easy. For me, 1 in 5 customers are good (what I want), Dan gets the other 4.
Some of the things I do are:
I always charge more for a first clean, don't go mad, but be fair. If it takes longer it costs more, simple!
If the customer isn't happy with that I walk away (politely). At least if the customer is a messer, you haven't wasted money on the first clean.
Don't be afraid to ask questions, try and get a picture of the situation.
Have they just moved in, are they selling and moving out, has the last window cleaner left, is it just a one off, is it something they can afford on a regular basis, blah blah.
I want to decide if they are going to be a good long term customer or not, I get it right most of the time, but not always!
Sometimes, I think it's a waste of time, but then they turn out to be a good customer!
When I go to quote, smile, be nice, have a laugh (i'm a funny guy) but then ask whatever questions you want to know.
The all important one is 'are you happy to leave your side gate unlocked, if you're not in'?
Be confident and inform them how you work.
My usual bullpoop is:
'I clean every 8 weeks, sometimes it runs into 9, I text you the day before I come and if you're happy to leave your gate unlocked, I can clean everything for you and leave you a payment slip. You can pay online or leave me out cash or a cheque. Whatever is easiest for you. When I clean, I give everything a good scrub, including your doors and frames and I leave everything soaking wet! It does sound a bit odd, but when it dries, it will be lovely and clean. In fact as i'm cleaning, some of it will be drying so you can see for yourself how good it is. I do clean in light rain as rain water is very pure and rain itself doesn't make your windows dirty. Unless of course it has that sahara dust in it, then we're all knackered! I tend not to clean in heavy rain as this can beat muck off your gutters etc and splash that dirt onto your windows. But light to medium rain is ok. Don't worry if you're on holiday, I'll clean everything I have access to and just charge accordingly. I only charge for what I clean. You can pay me when you get back. Just to let you know all my customers want a regular service right throughout the year and that's the service I provide.
With phone calls I use the same questions:
1. what area are you in?
I'm not interested in anything out my area. Dan gets those.
2. What type of property is it?
I'm not interested in terraced, flats, dogs barking in the background and others that I won't bore you with. Dan gets those
3. Would you like it cleaned just the once? I used to say 'would you like a regular clean' but I think this way round works better.
eg.
'Would you like it cleaned just the once?'
The people that want a regular clean will, without hesitation, say something like
'your leaflet says you clean every 8 weeks, is that ok?
or
Yes please i'd like it done regularly.
The ones that want a one off will pause or falter a bit and say something like
'Erm er yes probably just the once'
or
'If you clean it, we'll see how it goes'
Some will be honest and say
'yes we are moving so need to get it cleaned.
As I've asked it as the 3rd question, the customer is sort of on a roll with the first 2 questions and this pops up as a bit of a surprise. It does catch people out.
Time for a drink.
Hope some of this is helpful.
Good job I'm also a touch typist.
-
I don't think texting is your problem.
Personally, I text all mine (8 weekly) with hardly any problems at all. Lots of other window cleaners text too, with no problems.
Also window cleaners who just turn up (without texting), that works well for them too. So it can work well both ways, you just have to decide which way you want to go. Also, you text your 50 good customers and that seems to work?
Personally I don't think it makes any difference whether you text or not, your problem is probably crap customers.
Lets say you go canvassing and get 8 new customers in a day. I would reckon 4 of them will only want it done the once (for whatever reason). Maybe you put them 'on the spot' and they felt obliged to agree, perhaps they just thought 'great, we'll get the windows cleaned', perhaps they can't really afford it...! You'll probably do all 8 cleans at a similar time, which means you will be texting all 8 cleans the next time round.
I think what's happening is you do a first clean and everything is ok (of course it is, you're getting rid of 12 months of crap).
Then when you text for the next clean you get 4 or 5 'not todays' because they didn't really want a regular clean to start with.
Then you start to panic a bit and think what's wrong? Should I text or not text, should I offer different frequencies, should I be firmer with my customers?
The simple fact is...you need better customers.
Providing you're polite, professional, do a good job, be reliable and are priced fairly, nothing else matters!
So moving forward:
1. Don't worry about messers, work out which ones they are (not too difficult) and have a PLAN in place for them.
Lots of ideas have been mentioned above, pick one and stick to it.
Personally, I would say 'no problem' to any cancellations and see if they want it done next time round.
If they do, then you've got some money in your pocket, if they don't then DUMP! (2 miss rule)
People who cancel twice don't want a window cleaner SO THEY DON'T NEED YOU!
2. Try and split your round in some way, so you can identify your messers (put them in red or something).
If you've got 80 customers and only 50 are good then you only have 50 customers, in my opinion.
Don't be blinkered into thinking your round is better than it is, be realistic and honest with yourself.
Make sure you look after your 50 good customers.
3. Decide about messers. For instance:
You get a call and you think it's a messer.
A. Will you go and clean it and think...'ok it's a messer but I have some cash' and i'm not bothered if it's long term? or
B. I'm not cleaning it because it's not building a long term business?
You need to make that decision and stick to it.
The reason I say this is because Dan gets all my crap work, he's starting out and he'll clean anything.
Today I got a call for 2 care homes that need to be done Saturday (with all the promises of regular work etc).
That means they have an inspection on Monday and need all the windows cleaned...but it's money up front.
Dan is doing both tomorrow to get the money but he knows it's probably (or likely to be) a one off.
I could be wrong, but that's the way to bet!
But Dan has his mindset right.
He now accepts messers and uses them as a way of earning some money but not to build his long term business.
4. Try to get better customers and less messers.
It's not easy. For me, 1 in 5 customers are good (what I want), Dan gets the other 4.
Some of the things I do are:
I always charge more for a first clean, don't go mad, but be fair. If it takes longer it costs more, simple!
If the customer isn't happy with that I walk away (politely). At least if the customer is a messer, you haven't wasted money on the first clean.
Don't be afraid to ask questions, try and get a picture of the situation.
Have they just moved in, are they selling and moving out, has the last window cleaner left, is it just a one off, is it something they can afford on a regular basis, blah blah.
I want to decide if they are going to be a good long term customer or not, I get it right most of the time, but not always!
Sometimes, I think it's a waste of time, but then they turn out to be a good customer!
When I go to quote, smile, be nice, have a laugh (i'm a funny guy) but then ask whatever questions you want to know.
The all important one is 'are you happy to leave your side gate unlocked, if you're not in'?
Be confident and inform them how you work.
My usual bullpoop is:
'I clean every 8 weeks, sometimes it runs into 9, I text you the day before I come and if you're happy to leave your gate unlocked, I can clean everything for you and leave you a payment slip. You can pay online or leave me out cash or a cheque. Whatever is easiest for you. When I clean, I give everything a good scrub, including your doors and frames and I leave everything soaking wet! It does sound a bit odd, but when it dries, it will be lovely and clean. In fact as i'm cleaning, some of it will be drying so you can see for yourself how good it is. I do clean in light rain as rain water is very pure and rain itself doesn't make your windows dirty. Unless of course it has that sahara dust in it, then we're all knackered! I tend not to clean in heavy rain as this can beat muck off your gutters etc and splash that dirt onto your windows. But light to medium rain is ok. Don't worry if you're on holiday, I'll clean everything I have access to and just charge accordingly. I only charge for what I clean. You can pay me when you get back. Just to let you know all my customers want a regular service right throughout the year and that's the service I provide.
With phone calls I use the same questions:
1. what area are you in?
I'm not interested in anything out my area. Dan gets those.
2. What type of property is it?
I'm not interested in terraced, flats, dogs barking in the background and others that I won't bore you with. Dan gets those
3. Would you like it cleaned just the once? I used to say 'would you like a regular clean' but I think this way round works better.
eg.
'Would you like it cleaned just the once?'
The people that want a regular clean will, without hesitation, say something like
'your leaflet says you clean every 8 weeks, is that ok?
or
Yes please i'd like it done regularly.
The ones that want a one off will pause or falter a bit and say something like
'Erm er yes probably just the once'
or
'If you clean it, we'll see how it goes'
Some will be honest and say
'yes we are moving so need to get it cleaned.
As I've asked it as the 3rd question, the customer is sort of on a roll with the first 2 questions and this pops up as a bit of a surprise. It does catch people out.
Time for a drink.
Hope some of this is helpful.
Good job I'm also a touch typist.
^^^^ What Robbo says is truly insightful well worth listening to in IMHO
-
I don't think texting is your problem.
Personally, I text all mine (8 weekly) with hardly any problems at all. Lots of other window cleaners text too, with no problems.
Also window cleaners who just turn up (without texting), that works well for them too. So it can work well both ways, you just have to decide which way you want to go. Also, you text your 50 good customers and that seems to work?
Personally I don't think it makes any difference whether you text or not, your problem is probably crap customers.
Lets say you go canvassing and get 8 new customers in a day. I would reckon 4 of them will only want it done the once (for whatever reason). Maybe you put them 'on the spot' and they felt obliged to agree, perhaps they just thought 'great, we'll get the windows cleaned', perhaps they can't really afford it...! You'll probably do all 8 cleans at a similar time, which means you will be texting all 8 cleans the next time round.
I think what's happening is you do a first clean and everything is ok (of course it is, you're getting rid of 12 months of crap).
Then when you text for the next clean you get 4 or 5 'not todays' because they didn't really want a regular clean to start with.
Then you start to panic a bit and think what's wrong? Should I text or not text, should I offer different frequencies, should I be firmer with my customers?
The simple fact is...you need better customers.
Providing you're polite, professional, do a good job, be reliable and are priced fairly, nothing else matters!
So moving forward:
1. Don't worry about messers, work out which ones they are (not too difficult) and have a PLAN in place for them.
Lots of ideas have been mentioned above, pick one and stick to it.
Personally, I would say 'no problem' to any cancellations and see if they want it done next time round.
If they do, then you've got some money in your pocket, if they don't then DUMP! (2 miss rule)
People who cancel twice don't want a window cleaner SO THEY DON'T NEED YOU!
2. Try and split your round in some way, so you can identify your messers (put them in red or something).
If you've got 80 customers and only 50 are good then you only have 50 customers, in my opinion.
Don't be blinkered into thinking your round is better than it is, be realistic and honest with yourself.
Make sure you look after your 50 good customers.
3. Decide about messers. For instance:
You get a call and you think it's a messer.
A. Will you go and clean it and think...'ok it's a messer but I have some cash' and i'm not bothered if it's long term? or
B. I'm not cleaning it because it's not building a long term business?
You need to make that decision and stick to it.
The reason I say this is because Dan gets all my crap work, he's starting out and he'll clean anything.
Today I got a call for 2 care homes that need to be done Saturday (with all the promises of regular work etc).
That means they have an inspection on Monday and need all the windows cleaned...but it's money up front.
Dan is doing both tomorrow to get the money but he knows it's probably (or likely to be) a one off.
I could be wrong, but that's the way to bet!
But Dan has his mindset right.
He now accepts messers and uses them as a way of earning some money but not to build his long term business.
4. Try to get better customers and less messers.
It's not easy. For me, 1 in 5 customers are good (what I want), Dan gets the other 4.
Some of the things I do are:
I always charge more for a first clean, don't go mad, but be fair. If it takes longer it costs more, simple!
If the customer isn't happy with that I walk away (politely). At least if the customer is a messer, you haven't wasted money on the first clean.
Don't be afraid to ask questions, try and get a picture of the situation.
Have they just moved in, are they selling and moving out, has the last window cleaner left, is it just a one off, is it something they can afford on a regular basis, blah blah.
I want to decide if they are going to be a good long term customer or not, I get it right most of the time, but not always!
Sometimes, I think it's a waste of time, but then they turn out to be a good customer!
When I go to quote, smile, be nice, have a laugh (i'm a funny guy) but then ask whatever questions you want to know.
The all important one is 'are you happy to leave your side gate unlocked, if you're not in'?
Be confident and inform them how you work.
My usual bullpoop is:
'I clean every 8 weeks, sometimes it runs into 9, I text you the day before I come and if you're happy to leave your gate unlocked, I can clean everything for you and leave you a payment slip. You can pay online or leave me out cash or a cheque. Whatever is easiest for you. When I clean, I give everything a good scrub, including your doors and frames and I leave everything soaking wet! It does sound a bit odd, but when it dries, it will be lovely and clean. In fact as i'm cleaning, some of it will be drying so you can see for yourself how good it is. I do clean in light rain as rain water is very pure and rain itself doesn't make your windows dirty. Unless of course it has that sahara dust in it, then we're all knackered! I tend not to clean in heavy rain as this can beat muck off your gutters etc and splash that dirt onto your windows. But light to medium rain is ok. Don't worry if you're on holiday, I'll clean everything I have access to and just charge accordingly. I only charge for what I clean. You can pay me when you get back. Just to let you know all my customers want a regular service right throughout the year and that's the service I provide.
With phone calls I use the same questions:
1. what area are you in?
I'm not interested in anything out my area. Dan gets those.
2. What type of property is it?
I'm not interested in terraced, flats, dogs barking in the background and others that I won't bore you with. Dan gets those
3. Would you like it cleaned just the once? I used to say 'would you like a regular clean' but I think this way round works better.
eg.
'Would you like it cleaned just the once?'
The people that want a regular clean will, without hesitation, say something like
'your leaflet says you clean every 8 weeks, is that ok?
or
Yes please i'd like it done regularly.
The ones that want a one off will pause or falter a bit and say something like
'Erm er yes probably just the once'
or
'If you clean it, we'll see how it goes'
Some will be honest and say
'yes we are moving so need to get it cleaned.
As I've asked it as the 3rd question, the customer is sort of on a roll with the first 2 questions and this pops up as a bit of a surprise. It does catch people out.
Time for a drink.
Hope some of this is helpful.
Good job I'm also a touch typist.
^^^^ What Robbo says is truly insightful well worth listening to in IMHO
Did u really have to quote him ??? ::)roll
-
I don't think texting is your problem.
Personally, I text all mine (8 weekly) with hardly any problems at all. Lots of other window cleaners text too, with no problems.
Also window cleaners who just turn up (without texting), that works well for them too. So it can work well both ways, you just have to decide which way you want to go. Also, you text your 50 good customers and that seems to work?
Personally I don't think it makes any difference whether you text or not, your problem is probably crap customers.
Lets say you go canvassing and get 8 new customers in a day. I would reckon 4 of them will only want it done the once (for whatever reason). Maybe you put them 'on the spot' and they felt obliged to agree, perhaps they just thought 'great, we'll get the windows cleaned', perhaps they can't really afford it...! You'll probably do all 8 cleans at a similar time, which means you will be texting all 8 cleans the next time round.
I think what's happening is you do a first clean and everything is ok (of course it is, you're getting rid of 12 months of crap).
Then when you text for the next clean you get 4 or 5 'not todays' because they didn't really want a regular clean to start with.
Then you start to panic a bit and think what's wrong? Should I text or not text, should I offer different frequencies, should I be firmer with my customers?
The simple fact is...you need better customers.
Providing you're polite, professional, do a good job, be reliable and are priced fairly, nothing else matters!
So moving forward:
1. Don't worry about messers, work out which ones they are (not too difficult) and have a PLAN in place for them.
Lots of ideas have been mentioned above, pick one and stick to it.
Personally, I would say 'no problem' to any cancellations and see if they want it done next time round.
If they do, then you've got some money in your pocket, if they don't then DUMP! (2 miss rule)
People who cancel twice don't want a window cleaner SO THEY DON'T NEED YOU!
2. Try and split your round in some way, so you can identify your messers (put them in red or something).
If you've got 80 customers and only 50 are good then you only have 50 customers, in my opinion.
Don't be blinkered into thinking your round is better than it is, be realistic and honest with yourself.
Make sure you look after your 50 good customers.
3. Decide about messers. For instance:
You get a call and you think it's a messer.
A. Will you go and clean it and think...'ok it's a messer but I have some cash' and i'm not bothered if it's long term? or
B. I'm not cleaning it because it's not building a long term business?
You need to make that decision and stick to it.
The reason I say this is because Dan gets all my crap work, he's starting out and he'll clean anything.
Today I got a call for 2 care homes that need to be done Saturday (with all the promises of regular work etc).
That means they have an inspection on Monday and need all the windows cleaned...but it's money up front.
Dan is doing both tomorrow to get the money but he knows it's probably (or likely to be) a one off.
I could be wrong, but that's the way to bet!
But Dan has his mindset right.
He now accepts messers and uses them as a way of earning some money but not to build his long term business.
4. Try to get better customers and less messers.
It's not easy. For me, 1 in 5 customers are good (what I want), Dan gets the other 4.
Some of the things I do are:
I always charge more for a first clean, don't go mad, but be fair. If it takes longer it costs more, simple!
If the customer isn't happy with that I walk away (politely). At least if the customer is a messer, you haven't wasted money on the first clean.
Don't be afraid to ask questions, try and get a picture of the situation.
Have they just moved in, are they selling and moving out, has the last window cleaner left, is it just a one off, is it something they can afford on a regular basis, blah blah.
I want to decide if they are going to be a good long term customer or not, I get it right most of the time, but not always!
Sometimes, I think it's a waste of time, but then they turn out to be a good customer!
When I go to quote, smile, be nice, have a laugh (i'm a funny guy) but then ask whatever questions you want to know.
The all important one is 'are you happy to leave your side gate unlocked, if you're not in'?
Be confident and inform them how you work.
My usual bullpoop is:
'I clean every 8 weeks, sometimes it runs into 9, I text you the day before I come and if you're happy to leave your gate unlocked, I can clean everything for you and leave you a payment slip. You can pay online or leave me out cash or a cheque. Whatever is easiest for you. When I clean, I give everything a good scrub, including your doors and frames and I leave everything soaking wet! It does sound a bit odd, but when it dries, it will be lovely and clean. In fact as i'm cleaning, some of it will be drying so you can see for yourself how good it is. I do clean in light rain as rain water is very pure and rain itself doesn't make your windows dirty. Unless of course it has that sahara dust in it, then we're all knackered! I tend not to clean in heavy rain as this can beat muck off your gutters etc and splash that dirt onto your windows. But light to medium rain is ok. Don't worry if you're on holiday, I'll clean everything I have access to and just charge accordingly. I only charge for what I clean. You can pay me when you get back. Just to let you know all my customers want a regular service right throughout the year and that's the service I provide.
With phone calls I use the same questions:
1. what area are you in?
I'm not interested in anything out my area. Dan gets those.
2. What type of property is it?
I'm not interested in terraced, flats, dogs barking in the background and others that I won't bore you with. Dan gets those
3. Would you like it cleaned just the once? I used to say 'would you like a regular clean' but I think this way round works better.
eg.
'Would you like it cleaned just the once?'
The people that want a regular clean will, without hesitation, say something like
'your leaflet says you clean every 8 weeks, is that ok?
or
Yes please i'd like it done regularly.
The ones that want a one off will pause or falter a bit and say something like
'Erm er yes probably just the once'
or
'If you clean it, we'll see how it goes'
Some will be honest and say
'yes we are moving so need to get it cleaned.
As I've asked it as the 3rd question, the customer is sort of on a roll with the first 2 questions and this pops up as a bit of a surprise. It does catch people out.
Time for a drink.
Hope some of this is helpful.
Good job I'm also a touch typist.
Beat that then Nathan ;D
-
90 customers is barely 4 days work -
You (personally) can clean 22 houses a day ?
I have a day where they are all semi's with a couple of detached - 28 cleans all done by 4.30 ( this is the most compact day where I can reach 4 or 5 without moving)
other days we have bigger works so may only get 16 or so done but as an average 22 cleans is a days work
Darran
"i" and "we" seems the same to you ?
-
I didn’t ask why tbh mate, obviously I should of, I’m gonna be a lot more sterner from now on as I think some are just taking the p
Why do you need to waste your time finding out why ? Put your time into getting more customers. Anyone can explain why they had a good "reason", i wouldn't listen to it. My bar is two cancellations and you're off..................... Would it satisfy you to know their dad died a week before, would that make you feel ok ? If their dog died the week before thats not so good ? You're putting yourself through scenario's that do not matter to you. Why..matters not.
-
I don't think texting is your problem.
Personally, I text all mine (8 weekly) with hardly any problems at all. Lots of other window cleaners text too, with no problems.
Also window cleaners who just turn up (without texting), that works well for them too. So it can work well both ways, you just have to decide which way you want to go. Also, you text your 50 good customers and that seems to work?
Personally I don't think it makes any difference whether you text or not, your problem is probably crap customers.
Lets say you go canvassing and get 8 new customers in a day. I would reckon 4 of them will only want it done the once (for whatever reason). Maybe you put them 'on the spot' and they felt obliged to agree, perhaps they just thought 'great, we'll get the windows cleaned', perhaps they can't really afford it...! You'll probably do all 8 cleans at a similar time, which means you will be texting all 8 cleans the next time round.
I think what's happening is you do a first clean and everything is ok (of course it is, you're getting rid of 12 months of crap).
Then when you text for the next clean you get 4 or 5 'not todays' because they didn't really want a regular clean to start with.
Then you start to panic a bit and think what's wrong? Should I text or not text, should I offer different frequencies, should I be firmer with my customers?
The simple fact is...you need better customers.
Providing you're polite, professional, do a good job, be reliable and are priced fairly, nothing else matters!
So moving forward:
1. Don't worry about messers, work out which ones they are (not too difficult) and have a PLAN in place for them.
Lots of ideas have been mentioned above, pick one and stick to it.
Personally, I would say 'no problem' to any cancellations and see if they want it done next time round.
If they do, then you've got some money in your pocket, if they don't then DUMP! (2 miss rule)
People who cancel twice don't want a window cleaner SO THEY DON'T NEED YOU!
2. Try and split your round in some way, so you can identify your messers (put them in red or something).
If you've got 80 customers and only 50 are good then you only have 50 customers, in my opinion.
Don't be blinkered into thinking your round is better than it is, be realistic and honest with yourself.
Make sure you look after your 50 good customers.
3. Decide about messers. For instance:
You get a call and you think it's a messer.
A. Will you go and clean it and think...'ok it's a messer but I have some cash' and i'm not bothered if it's long term? or
B. I'm not cleaning it because it's not building a long term business?
You need to make that decision and stick to it.
The reason I say this is because Dan gets all my crap work, he's starting out and he'll clean anything.
Today I got a call for 2 care homes that need to be done Saturday (with all the promises of regular work etc).
That means they have an inspection on Monday and need all the windows cleaned...but it's money up front.
Dan is doing both tomorrow to get the money but he knows it's probably (or likely to be) a one off.
I could be wrong, but that's the way to bet!
But Dan has his mindset right.
He now accepts messers and uses them as a way of earning some money but not to build his long term business.
4. Try to get better customers and less messers.
It's not easy. For me, 1 in 5 customers are good (what I want), Dan gets the other 4.
Some of the things I do are:
I always charge more for a first clean, don't go mad, but be fair. If it takes longer it costs more, simple!
If the customer isn't happy with that I walk away (politely). At least if the customer is a messer, you haven't wasted money on the first clean.
Don't be afraid to ask questions, try and get a picture of the situation.
Have they just moved in, are they selling and moving out, has the last window cleaner left, is it just a one off, is it something they can afford on a regular basis, blah blah.
I want to decide if they are going to be a good long term customer or not, I get it right most of the time, but not always!
Sometimes, I think it's a waste of time, but then they turn out to be a good customer!
When I go to quote, smile, be nice, have a laugh (i'm a funny guy) but then ask whatever questions you want to know.
The all important one is 'are you happy to leave your side gate unlocked, if you're not in'?
Be confident and inform them how you work.
My usual bullpoop is:
'I clean every 8 weeks, sometimes it runs into 9, I text you the day before I come and if you're happy to leave your gate unlocked, I can clean everything for you and leave you a payment slip. You can pay online or leave me out cash or a cheque. Whatever is easiest for you. When I clean, I give everything a good scrub, including your doors and frames and I leave everything soaking wet! It does sound a bit odd, but when it dries, it will be lovely and clean. In fact as i'm cleaning, some of it will be drying so you can see for yourself how good it is. I do clean in light rain as rain water is very pure and rain itself doesn't make your windows dirty. Unless of course it has that sahara dust in it, then we're all knackered! I tend not to clean in heavy rain as this can beat muck off your gutters etc and splash that dirt onto your windows. But light to medium rain is ok. Don't worry if you're on holiday, I'll clean everything I have access to and just charge accordingly. I only charge for what I clean. You can pay me when you get back. Just to let you know all my customers want a regular service right throughout the year and that's the service I provide.
With phone calls I use the same questions:
1. what area are you in?
I'm not interested in anything out my area. Dan gets those.
2. What type of property is it?
I'm not interested in terraced, flats, dogs barking in the background and others that I won't bore you with. Dan gets those
3. Would you like it cleaned just the once? I used to say 'would you like a regular clean' but I think this way round works better.
eg.
'Would you like it cleaned just the once?'
The people that want a regular clean will, without hesitation, say something like
'your leaflet says you clean every 8 weeks, is that ok?
or
Yes please i'd like it done regularly.
The ones that want a one off will pause or falter a bit and say something like
'Erm er yes probably just the once'
or
'If you clean it, we'll see how it goes'
Some will be honest and say
'yes we are moving so need to get it cleaned.
As I've asked it as the 3rd question, the customer is sort of on a roll with the first 2 questions and this pops up as a bit of a surprise. It does catch people out.
Time for a drink.
Hope some of this is helpful.
Good job I'm also a touch typist.
Beat that then Nathan ;D
Haha I did think the same, he can take the title
-
Haha I did think the same, he can take the title
You have the title, you may or may not text.. but you write them letters when its raining..saying how you will clean them when it rains, but right now its raining so you're writing a letter to say while its raining............ ;D
-
90 customers is barely 4 days work -
You (personally) can clean 22 houses a day ?
I have a day where they are all semi's with a couple of detached - 28 cleans all done by 4.30 ( this is the most compact day where I can reach 4 or 5 without moving)
other days we have bigger works so may only get 16 or so done but as an average 22 cleans is a days work
Darran
"i" and "we" seems the same to you ?
Years back it was always business speak to refer to yourself as a sole trader as "we" even although you were just one. It just seems to give your business a bit more body and as "we" you come across as more successful.
In Darran's case he is the boss, "I" but "we" can be either the team on their own or him and the team. Its complicated.
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I don't think texting is your problem.
Personally, I text all mine (8 weekly) with hardly any problems at all. Lots of other window cleaners text too, with no problems.
Also window cleaners who just turn up (without texting), that works well for them too. So it can work well both ways, you just have to decide which way you want to go. Also, you text your 50 good customers and that seems to work?
Personally I don't think it makes any difference whether you text or not, your problem is probably crap customers.
Lets say you go canvassing and get 8 new customers in a day. I would reckon 4 of them will only want it done the once (for whatever reason). Maybe you put them 'on the spot' and they felt obliged to agree, perhaps they just thought 'great, we'll get the windows cleaned', perhaps they can't really afford it...! You'll probably do all 8 cleans at a similar time, which means you will be texting all 8 cleans the next time round.
I think what's happening is you do a first clean and everything is ok (of course it is, you're getting rid of 12 months of crap).
Then when you text for the next clean you get 4 or 5 'not todays' because they didn't really want a regular clean to start with.
Then you start to panic a bit and think what's wrong? Should I text or not text, should I offer different frequencies, should I be firmer with my customers?
The simple fact is...you need better customers.
Providing you're polite, professional, do a good job, be reliable and are priced fairly, nothing else matters!
So moving forward:
1. Don't worry about messers, work out which ones they are (not too difficult) and have a PLAN in place for them.
Lots of ideas have been mentioned above, pick one and stick to it.
Personally, I would say 'no problem' to any cancellations and see if they want it done next time round.
If they do, then you've got some money in your pocket, if they don't then DUMP! (2 miss rule)
People who cancel twice don't want a window cleaner SO THEY DON'T NEED YOU!
2. Try and split your round in some way, so you can identify your messers (put them in red or something).
If you've got 80 customers and only 50 are good then you only have 50 customers, in my opinion.
Don't be blinkered into thinking your round is better than it is, be realistic and honest with yourself.
Make sure you look after your 50 good customers.
3. Decide about messers. For instance:
You get a call and you think it's a messer.
A. Will you go and clean it and think...'ok it's a messer but I have some cash' and i'm not bothered if it's long term? or
B. I'm not cleaning it because it's not building a long term business?
You need to make that decision and stick to it.
The reason I say this is because Dan gets all my crap work, he's starting out and he'll clean anything.
Today I got a call for 2 care homes that need to be done Saturday (with all the promises of regular work etc).
That means they have an inspection on Monday and need all the windows cleaned...but it's money up front.
Dan is doing both tomorrow to get the money but he knows it's probably (or likely to be) a one off.
I could be wrong, but that's the way to bet!
But Dan has his mindset right.
He now accepts messers and uses them as a way of earning some money but not to build his long term business.
4. Try to get better customers and less messers.
It's not easy. For me, 1 in 5 customers are good (what I want), Dan gets the other 4.
Some of the things I do are:
I always charge more for a first clean, don't go mad, but be fair. If it takes longer it costs more, simple!
If the customer isn't happy with that I walk away (politely). At least if the customer is a messer, you haven't wasted money on the first clean.
Don't be afraid to ask questions, try and get a picture of the situation.
Have they just moved in, are they selling and moving out, has the last window cleaner left, is it just a one off, is it something they can afford on a regular basis, blah blah.
I want to decide if they are going to be a good long term customer or not, I get it right most of the time, but not always!
Sometimes, I think it's a waste of time, but then they turn out to be a good customer!
When I go to quote, smile, be nice, have a laugh (i'm a funny guy) but then ask whatever questions you want to know.
The all important one is 'are you happy to leave your side gate unlocked, if you're not in'?
Be confident and inform them how you work.
My usual bullpoop is:
'I clean every 8 weeks, sometimes it runs into 9, I text you the day before I come and if you're happy to leave your gate unlocked, I can clean everything for you and leave you a payment slip. You can pay online or leave me out cash or a cheque. Whatever is easiest for you. When I clean, I give everything a good scrub, including your doors and frames and I leave everything soaking wet! It does sound a bit odd, but when it dries, it will be lovely and clean. In fact as i'm cleaning, some of it will be drying so you can see for yourself how good it is. I do clean in light rain as rain water is very pure and rain itself doesn't make your windows dirty. Unless of course it has that sahara dust in it, then we're all knackered! I tend not to clean in heavy rain as this can beat muck off your gutters etc and splash that dirt onto your windows. But light to medium rain is ok. Don't worry if you're on holiday, I'll clean everything I have access to and just charge accordingly. I only charge for what I clean. You can pay me when you get back. Just to let you know all my customers want a regular service right throughout the year and that's the service I provide.
With phone calls I use the same questions:
1. what area are you in?
I'm not interested in anything out my area. Dan gets those.
2. What type of property is it?
I'm not interested in terraced, flats, dogs barking in the background and others that I won't bore you with. Dan gets those
3. Would you like it cleaned just the once? I used to say 'would you like a regular clean' but I think this way round works better.
eg.
'Would you like it cleaned just the once?'
The people that want a regular clean will, without hesitation, say something like
'your leaflet says you clean every 8 weeks, is that ok?
or
Yes please i'd like it done regularly.
The ones that want a one off will pause or falter a bit and say something like
'Erm er yes probably just the once'
or
'If you clean it, we'll see how it goes'
Some will be honest and say
'yes we are moving so need to get it cleaned.
As I've asked it as the 3rd question, the customer is sort of on a roll with the first 2 questions and this pops up as a bit of a surprise. It does catch people out.
Time for a drink.
Hope some of this is helpful.
Good job I'm also a touch typist.
Thank you rob really helpful post that is 👍
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90 customers is barely 4 days work -
You (personally) can clean 22 houses a day ?
I have a day where they are all semi's with a couple of detached - 28 cleans all done by 4.30 ( this is the most compact day where I can reach 4 or 5 without moving)
other days we have bigger works so may only get 16 or so done but as an average 22 cleans is a days work
Darran
"i" and "we" seems the same to you ?
you asked - the answer is I have cleaned the above - but generally "we" thats myself and 5 employees have a mix of works - sorry if my answer was so honest it confused you
;D
Darran
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I don't think texting is your problem.
Personally, I text all mine (8 weekly) with hardly any problems at all. Lots of other window cleaners text too, with no problems.
Also window cleaners who just turn up (without texting), that works well for them too. So it can work well both ways, you just have to decide which way you want to go. Also, you text your 50 good customers and that seems to work?
Personally I don't think it makes any difference whether you text or not, your problem is probably crap customers.
Lets say you go canvassing and get 8 new customers in a day. I would reckon 4 of them will only want it done the once (for whatever reason). Maybe you put them 'on the spot' and they felt obliged to agree, perhaps they just thought 'great, we'll get the windows cleaned', perhaps they can't really afford it...! You'll probably do all 8 cleans at a similar time, which means you will be texting all 8 cleans the next time round.
I think what's happening is you do a first clean and everything is ok (of course it is, you're getting rid of 12 months of crap).
Then when you text for the next clean you get 4 or 5 'not todays' because they didn't really want a regular clean to start with.
Then you start to panic a bit and think what's wrong? Should I text or not text, should I offer different frequencies, should I be firmer with my customers?
The simple fact is...you need better customers.
Providing you're polite, professional, do a good job, be reliable and are priced fairly, nothing else matters!
So moving forward:
1. Don't worry about messers, work out which ones they are (not too difficult) and have a PLAN in place for them.
Lots of ideas have been mentioned above, pick one and stick to it.
Personally, I would say 'no problem' to any cancellations and see if they want it done next time round.
If they do, then you've got some money in your pocket, if they don't then DUMP! (2 miss rule)
People who cancel twice don't want a window cleaner SO THEY DON'T NEED YOU!
2. Try and split your round in some way, so you can identify your messers (put them in red or something).
If you've got 80 customers and only 50 are good then you only have 50 customers, in my opinion.
Don't be blinkered into thinking your round is better than it is, be realistic and honest with yourself.
Make sure you look after your 50 good customers.
3. Decide about messers. For instance:
You get a call and you think it's a messer.
A. Will you go and clean it and think...'ok it's a messer but I have some cash' and i'm not bothered if it's long term? or
B. I'm not cleaning it because it's not building a long term business?
You need to make that decision and stick to it.
The reason I say this is because Dan gets all my crap work, he's starting out and he'll clean anything.
Today I got a call for 2 care homes that need to be done Saturday (with all the promises of regular work etc).
That means they have an inspection on Monday and need all the windows cleaned...but it's money up front.
Dan is doing both tomorrow to get the money but he knows it's probably (or likely to be) a one off.
I could be wrong, but that's the way to bet!
But Dan has his mindset right.
He now accepts messers and uses them as a way of earning some money but not to build his long term business.
4. Try to get better customers and less messers.
It's not easy. For me, 1 in 5 customers are good (what I want), Dan gets the other 4.
Some of the things I do are:
I always charge more for a first clean, don't go mad, but be fair. If it takes longer it costs more, simple!
If the customer isn't happy with that I walk away (politely). At least if the customer is a messer, you haven't wasted money on the first clean.
Don't be afraid to ask questions, try and get a picture of the situation.
Have they just moved in, are they selling and moving out, has the last window cleaner left, is it just a one off, is it something they can afford on a regular basis, blah blah.
I want to decide if they are going to be a good long term customer or not, I get it right most of the time, but not always!
Sometimes, I think it's a waste of time, but then they turn out to be a good customer!
When I go to quote, smile, be nice, have a laugh (i'm a funny guy) but then ask whatever questions you want to know.
The all important one is 'are you happy to leave your side gate unlocked, if you're not in'?
Be confident and inform them how you work.
My usual bullpoop is:
'I clean every 8 weeks, sometimes it runs into 9, I text you the day before I come and if you're happy to leave your gate unlocked, I can clean everything for you and leave you a payment slip. You can pay online or leave me out cash or a cheque. Whatever is easiest for you. When I clean, I give everything a good scrub, including your doors and frames and I leave everything soaking wet! It does sound a bit odd, but when it dries, it will be lovely and clean. In fact as i'm cleaning, some of it will be drying so you can see for yourself how good it is. I do clean in light rain as rain water is very pure and rain itself doesn't make your windows dirty. Unless of course it has that sahara dust in it, then we're all knackered! I tend not to clean in heavy rain as this can beat muck off your gutters etc and splash that dirt onto your windows. But light to medium rain is ok. Don't worry if you're on holiday, I'll clean everything I have access to and just charge accordingly. I only charge for what I clean. You can pay me when you get back. Just to let you know all my customers want a regular service right throughout the year and that's the service I provide.
With phone calls I use the same questions:
1. what area are you in?
I'm not interested in anything out my area. Dan gets those.
2. What type of property is it?
I'm not interested in terraced, flats, dogs barking in the background and others that I won't bore you with. Dan gets those
3. Would you like it cleaned just the once? I used to say 'would you like a regular clean' but I think this way round works better.
eg.
'Would you like it cleaned just the once?'
The people that want a regular clean will, without hesitation, say something like
'your leaflet says you clean every 8 weeks, is that ok?
or
Yes please i'd like it done regularly.
The ones that want a one off will pause or falter a bit and say something like
'Erm er yes probably just the once'
or
'If you clean it, we'll see how it goes'
Some will be honest and say
'yes we are moving so need to get it cleaned.
As I've asked it as the 3rd question, the customer is sort of on a roll with the first 2 questions and this pops up as a bit of a surprise. It does catch people out.
Time for a drink.
Hope some of this is helpful.
Good job I'm also a touch typist.
Beat that then Nathan ;D
Haha I did think the same, he can take the title
this post was so good I thought it was worth quoting again ;D
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I’ve sent my messages out this evening and had 3 say they are on holiday (fair enough) but had 5 say can they leave it this month (which I’m not happy with at all) I’ve said it’s ok this time, c u next month.
I will let it slide this once but if I get it again I will be giving them an ultimatum.
I feel kind of stuck because I think some of it is down to texting customers but the problem is if I don’t I know gates won’t be unlocked or they won’t be in or cancel on the spot also all these customers I’ve canvassed I have told I will always text the day before I can’t just suddenly stop... kind of in a muddle now, really annoyed with these mess about customers thinking they can pick and chose which month they want them doing...
Any advice would be much appreciated, am I doing it right in giving them a pass this time then if it happens again have a stern word?
What would you do?
???
What has happened to your other post about messers ?? It appears to have disappeared???? Bit strange don’t you think ??