[supernova77]

Hi All,

I have a certain job which is a £50 clean every 8 weeks. When I clean it I take my time and it takes just under 1.5 hours. I also do next door for £40 and opposite for £30...

On Tuesday I sent the guy who works for me to do the £50 job - I got a phone call during the day from the customer, not happy at all... He was complaining that it only took my worker 40 minutes, and he was unhappy to pay £50 for 40 minutes work. I agreed with him that the timing didn't sound right and arranged to go and see him the next day.

The next day I go and see him... The windows are spotless, no problems at all - He is just unhappy that he has to pay £50 when he thinks the job was rushed.

Its all done and dusted now... But I would like to see what you guys would do in the same situation?

Andy

[Steve CM]

they are paying for the service and not the time.

If he is happy to pay #50 for the job to be done its irrelevant how long it takes.

50 for and hour and a half sounds real slow to me anyways. I wouldn't employ you on my business Andy!

 

[supernova77]

50 for and hour and a half sounds real slow to me anyways. I wouldn't employ you on my business Andy!

Lol

I said I take my time, as the customer is always in, and I like them to think they are getting value for money... I know for a fact that doing it in 40 minutes would have "looked like" a rush job, even though the windows came up fine.

Andy

[JoeMax]

I'd say if you want to keep the job you're going to have to tell your employees to work slowly.

Simple as that. Silly but true!

[LQQK]

May I suggest you post some pictures of the property in question.

That way it'll be easier to suggest ways of blagging it with the customer.

If they're all georgian for example to me it would be easier to explain it away.

[supernova77]

I'd say if you want to keep the job you're going to have to tell your employees to work slowly.

Simple as that. Silly but true!

I've already sorted it  

Customer = Happy!
He was impressed that I went to see him. I arranged that the next time a clean is due I do it with my worker to make sure he's not rushing. I also told the customer that I will talk to my worker.

Worker = Happy!
Told him he's doing a great job, but that if customers are in at high priced houses to take his time so that their perception is they are getting value for money (which they are )

Me = Happy!
Kept the customer, and no danger of loosing his two neighbours as customers either!

I was just interested to see how others might have handled it?

Andy

[Steve CM]

I wouldn't of told him to slow down. I would of just explained to the customer whats going on. I have lost a few customers that don't like the fact we can earn money in minutes. Screw em. plenty more fish in the sea. If there happy to pay for clean windows its irrelevant how long it takes. Do i say to my hair dresser slow down mate i want to sit in this chair a lot longer and get me moneys worth...no i wouldn't

[supernova77]

I wouldn't of told him to slow down. I would of just explained to the customer whats going on. I have lost a few customers that don't like the fact we can earn money in minutes. Screw em. plenty more fish in the sea. If there happy to pay for clean windows its irrelevant how long it takes. Do i say to my hair dresser slow down mate i want to sit in this chair a lot longer and get me moneys worth...no i wouldn't

I see your point Steve... But I also see the customers to, and he's the one paying me

I like to offer good customer service... £50 for 40 minutes work does look like a rush job... I'm happy for my worker to earn that £50 in 1.25 to 1.5 hours, and it keeps the customer happy and paying.

Andy

[Steve CM]

each to their own

[andyjm1]

There's no way I would let a customer dictate to me how long a job should take.
They're paying for clean windows, end of.

[the bfg]

Andy.

you did the right thing in my opinion,  you went and got it sorted with the customer and got a very good outcome.

good communication with your customers will always keep you in their good books and wont have them searching for a cheaper supplier.

in the present economic climate a lot of people are tightening their belts and trying to make savings,  so you made a good call and thats exactly what I would have done.

[George P]

I see your point Steve... But I also see the customers to, and he's the one paying me

I like to offer good customer service... £50 for 40 minutes work does look like a rush job... I'm happy for my worker to earn that £50 in 1.25 to 1.5 hours, and it keeps the customer happy and paying.

Andy

i agree, if it was a low per hour then thats differant but when you get decent hrly rate its best to talk with them and get it sorted amicably

[Paul Coleman]

Tricky one that really.
Without divulging too much detail, I would certainly have explained that running a unit/van/updating H & S legislation/having a quality insurance policy to protect him and his property in case of mishap/paying tax & NI/water costs/replacing expensive poles & brushes/going down the pub or bookies/having six holidays a year etc etc can run quite expensive and a decent hourly rate is needed in order to provide a decent, bona fide business.  (OK, delete the pub/bookies/holidays then   ).  I do believe that if someone is running their business with the admin all properly done and paying for premises, an "on the glass" rate approaching £1 a minute can be justified.  Not that I achieve that - though it is possible on some jobs.
Maybe the best way is to do all the jobs before collecting the money - thus making it harder to put a stopwatch on you.  Also, any trad bits (front door maybe?) get left to the end so that it is even harder to time things.

[wezzy32]

y dont u do it and your employee do the other 2...................... sorted

[A & J Owen Window Cleaning]

its just a one of thoses situations where ya mate should have a fAg or 2 to mek it desent time wize

[supernova77]

Telling an employee to slow down on high end jobs is laughable to be honest.

Its not if you think long term... Lose that 1 customer, then the neighbours - Just not worth the risk, the 3 houses together are worth £780 per year!

I simply told him to take more time if the customer is in so that they feel they have value for money.

Andy