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matt cloud

  • Posts: 54
changing customers to WFP
« on: September 25, 2008, 08:10:20 pm »
After reading and researching on the internet for hours and hours (and hours!!) about water fed pole systems- I am ( after 20 years of cleaning the traditional way! ) going to take the plunge and invest in one.
I was just wondering if anyone had any ideas on how to sell it to my existing customers- was thinking of writing a letter to them all explaining how it works and the benefits of using wfp systems.
Does anyone have any ideas or help on how to go about doing this- without scaring off most of my business!
Many thanks
Matt

seandyer2003

Re: changing customers to WFP
« Reply #1 on: September 25, 2008, 08:50:32 pm »
hiya mate, i have recently done the same thing, you wont regret it, just stick with it at first as you will wonder what all the fuss is about till you get quicker, get frames clean etc, but yeah i think a letter is the best way to go, some will complain some wont care but whatever you lose you will pick up more work as you get quicker so dont stress it :)

clean

Re: changing customers to WFP
« Reply #2 on: September 25, 2008, 08:53:27 pm »
With existing customers i would just turn up and get on with it and then let them decide,at the end of the day if they are happy with the results you`re a winner  ;)

MJH

  • Posts: 901
Re: changing customers to WFP
« Reply #3 on: September 25, 2008, 09:07:41 pm »
With existing customers i would just turn up and get on with it and then let them decide,at the end of the day if they are happy with the results you`re a winner  ;)

That's the way to do it, if and when customers query the way there windows are cleaned explain the process.

If you overload them with information it can turn a positive into a negative!!

Paul Coleman

Re: changing customers to WFP
« Reply #4 on: September 25, 2008, 09:25:40 pm »
It's better to keep any explantory letter fairly brief really and make it seem like it's not a big deal.
I lost or packed in about 5% of my work when I switched.  Some people would never make the switch even if you cleaned free of charge.  Of the 5%, some insisted on judging it after the first clean - in spite of my warning that it can sometimes take two or three cleans to achieve a top quality job.  Others didn't like "all that" water on the ground (gawd knows how they cope in rain) and one guy reckoned it would rot his frames.  I stopped doing a few as gaining access by going over a garage roof was no longer a viable option.  They all had the choice to provide a gate key but declined (so nice to know how much they trusted me after all those years).
I've been using WFP nearly three years.  My business has improved amazingly because of it but it did my head in for a few months.
I lost a customer the other day due to WFP as well.  It was a bungalow with leaded windows.  I finally decided that I wanted to use WFP due to it being leaded and underpriced.  She took exception to it even though she's been a customer for 16 years.  I reckon I was a little clumsy with my wording but the fact remains that my ability to pay my way in life stands or falls with the way I work.  I will still write to apologise for my verbal clumsiness as I think I worded it that I can't allow customers to dictate my work methods.  If I recall correctly, I had intended to use the word "decide" rather than "dictate".  However, it was clumsiness on my part rather than intentional rudeness.

seandyer2003

Re: changing customers to WFP
« Reply #5 on: September 25, 2008, 09:36:35 pm »
my letter says, pretty much due to new health and safety rules, and our own safety we are embracing a more effective method, and safer method, any questions ask, or phone.....

mark dew

  • Posts: 2901
Re: changing customers to WFP
« Reply #6 on: September 25, 2008, 10:15:43 pm »
i reckon the best way is to just turn up and do them.
I would only go out of my way to explain to customers who had more windows that i could clean off a ladder, that i can now reach them and if they want them done the price will be £....

I wouldn't mention they might not come up the 1st time, but i would either go back at the end of the day and check before i get paid, or remind them that i guarantee my work if they don't look great.

Some just didn't like it though. Have a thick skin and don't take it personally if any cancel.

jeff1

  • Posts: 5855
Re: changing customers to WFP
« Reply #7 on: September 25, 2008, 10:41:35 pm »
Just inform your customers before hand and before you do change over, spend the extra time cleaning the tops of frames especially if its an opening window.

Once you change to wfp, and you have done there windows for the first time, give them this letter.



Your company name

The Water fed pole system

your windows have been cleaned today using a method, which will soon be the industry standard. As a company wanting to be at the forefront of our industry, we have decided to invest in this technology which involves the use of telescopic poles and 100% pure water, which we filter through de-ionization vessels.

We are embracing this technology for a number of reasons

1). Better cleaning results.  The major advantage of pure water is its desire to return to its impure state; hence its capacity to absorb large amounts of dirt from your windows .A word of warning this process involves brushing your windows clean with pure water.  As such they will be left wet and will need time to dry naturally. This may be a bit disconcerting at first, as obviously this is not what our customers are used to.

2). Health and safety.  Legislation brought in from Europe will limit the use of ladders as temporary workstations. The law now states that ladders can only be used when all viable alternatives have been considered, and now waterfed pole systems are seen as a safer viable alternative and I don’t want to be held liable to prosecution for accidents to staff and customers. Accidents do happen (as I have fell off the ladder a couple of times myself) If we can do the job to a high standard whilst standing on the ground so much the better. Also we have been forced to pay an increasingly higher public and employers liability insurance premium, which is becoming unaffordable for the use of ladders, especially for staff. And ladders are no longer an option for my business

3). Environmentally friendly. Pure water only is used, eliminating the need for detergents and chemicals.

4). Reduced disturbance. No more dents in your lawn obviously we tried to minimize this aspect but sometimes the `old fashioned method` made it very difficult

5). Windows will stay cleaner .The absence of sticky soap residue means that dirt will find it harder to cling to your windows; hence your  Windows stay cleaner for longer.

Additional Benefits.

6). as your windows will be brushed clean almost unavoidably your frames will be cleaned at the same time

7). We can now reach with ease previously inaccessible aspects of your property. Third floor windows, conservatory roofs, most windows above conservatory that had to be previously left.


Please note that over the space of two or three visits the process will `leach` all deposits from around the frames, resulting in an improved finish each time, until ultimately the finish will effectively be sterile. Please be patient if the initial visit is not perfect, as we have been forewarned by our suppliers that two or three visits can be necessary for maximum effect.

I hope this has covered everything, that’s it, lots of increased benefits .Our aim continues to give a high level service. Please feel free to phone or discuss any part of the above or indeed any other aspect of our service. If you have any concerns about this new way of cleaning your windows please let me know and I will Endeavour to alleviate your concerns.

Home Tel No                …..Mobile:-No

Yours thankfully



Information

You may see us around with Ladders on our vehicle; the reason for this is strictly for access purposes only, i.e. Locked gates, and access to windows above flat roofs only. 

Tim82

  • Posts: 535
Re: changing customers to WFP
« Reply #8 on: September 26, 2008, 08:06:44 am »
I would agree printing out a letter with everything they need to know on it would be useful. The amount of time Ive spent explaining it to every customer! Also, Ive had a few misunderstandings that led to cancellations. Some customers I knew wouldnt mind it though i just did it without telling them and they were fine...

simon knight

Re: changing customers to WFP
« Reply #9 on: September 26, 2008, 08:31:56 am »

I think Jeff's letter is great. The one thing that bothers me is No.5 where it says "Windows stay cleaner for longer."

The Mrs Smiths of this world might think: "That's great, I can go longer between cleans."

jeff1

  • Posts: 5855
Re: changing customers to WFP
« Reply #10 on: September 26, 2008, 10:37:25 am »

I think Jeff's letter is great. The one thing that bothers me is No.5 where it says "Windows stay cleaner for longer."

The Mrs Smiths of this world might think: "That's great, I can go longer between cleans."
Its a letter thats been around all the  forums, so its not mine ;)
Don't worry about No5 Just tell them they need the maintenance cleans to keep it looking good, they won't stay clean that much longer.

Highrise

  • Posts: 330
Re: changing customers to WFP
« Reply #11 on: September 26, 2008, 10:47:19 am »
With existing customers i would just turn up and get on with it and then let them decide,at the end of the day if they are happy with the results you`re a winner  ;)

Hear hear....

Some customers wont even know you've been doing their windows wfp for a few months away and It will take 2/3 cleans to get them upto scratch anyway
When your windows are clear, My conscience is clear...

Highrise

  • Posts: 330
Re: changing customers to WFP
« Reply #12 on: September 26, 2008, 10:51:43 am »
We do what Jeff said in the letter for our new customers and on the other side of the sheet we put our terms and conditions on it.

you don't want to be paying out any money on leaky windows ect ect ect
When your windows are clear, My conscience is clear...

jeff1

  • Posts: 5855
Re: changing customers to WFP
« Reply #13 on: September 26, 2008, 11:03:51 am »
I told every one of my customers before hand, after all there my bread and butter, most of them didn't give a monkey's how you cleaned them anyway, but the odd few's reply's were, ''we'll see how it goes'', it was these odd few that I had excellent feed back from.

Once I cleaned the windows for the first time they all got the above letter, it saves you loads of time having to stand around and explain it all over again.

If you don't tell your customers and they come home after your first or second clean and see white spots all over there windows, I think they will be checking there windows every time you call, or worst still, they bin you without explanation, at least there warned by the letter so you stand a better chance of them knowing they have to give you 2/3 cleans to get it right.

p1w1

  • Posts: 3873
Re: changing customers to WFP
« Reply #14 on: September 26, 2008, 11:10:48 am »
I would agree and say use the letter (i did when i changed over a few years ago and i believe it helped)  then you will not have to spend lots of time explaining to each individual. I would also recommend that if you intend to clean the frames too using wfp that the last couple of cleans before you switch over that you spend a little extra time wiping the frames concentrating on the top parts of the frame and get the worst of the dirt off this will help you alot on first cleans using wfp and will help reduce any chances of spotting on the glass giving even less chance for a customer to complain about this method and the results also if you use washing up liquid in your water i would stop using it and try to use something that is less soapy ie gg3/4 again this will make first cleans alot easyier for you and reduce the chance of spotting.

paul

Carey Ward

  • Posts: 56
Re: changing customers to WFP
« Reply #15 on: September 26, 2008, 11:16:18 am »
To me the letter is too long winded and personally I don't think many customers are interested.  We compiled our own leaflet which expained that H&S working at height from a ladder law had changed and that other methods had to be used where practical.  We said that to comply with the directive we had invested in a reach and clean system, which used and specially designed brush and pole and used 100% pure de-ironed water.  We then explained that the frames had to be cleaned along with the windows and that for the first 2 to 3 cleans a small amount of reside may be seen but that should pass once all the grime, soap etc came out of the seals.  We then told them that we could now clean most inaccessible windows and also made a list of other things we were willing to clean i.e. garage doors, soffits, velux windows etc.  We said if any problems to give us ring.  

We leave the theory of the system to telling people verbally if they are interested i.e. the water we use has a reading of 000 whereas their tap water is likely to be 75 to 200 - the fact that we clean the frames - clean off all spiders & webs from frame etc

Never tell them windows will stay cleaner longer unless you want to go from having monthly cleans to 2 to 3 monthly cleans

We didn't ususlly charge any extra for inaccessible windows which made it more sellable to customers - and if they were not satisfied after a long trial then we went back to doing them trad but charged extra

Word of advice - first time you use wfp wash the frame down and leave to drip off while you do same to other windows then go back and clean the glass and rinse well then do the same to bottom windows (sometimes this needs doing twice if it's a new job and frames are dirty- possibly if they have outside tap use their water to clean frames & glass then rub over and rinse with your water - we do this for conservatory roofs)(don't forget you'll need to run some pure water through your hose after using tap water)

Hope this helps

Carey   ;)

kris martin

  • Posts: 959
Re: changing customers to WFP
« Reply #16 on: September 26, 2008, 03:06:51 pm »
have recently done it and i would never look back, i am now hoping that this isopropanol works like people say it does so i dont freeze up in the winter... anyhow i diddnt send any letters out i just told a handfull what i was planning on doing and just got on with it..   there is so many people out there set in there ways, it dosnt matter how good the job is there just not interested in wfp.  When i first started i done all the frames and had loads of problems and didnt have enough time to sort the problems out so decided to do glass only, as soon as i started doing glass only i had near perfect results (some custys still had a moan because were a nation of moaners), now after a regular routine on everything every job done wfp is imaculate (the odd one still moans)..

do the switch, after a couple of months you will love it and just grin and bear the funny looks and smart comments you get of people...