[David Kent @ KentKleen]

Hi, can you help please, I am building up a round at present and would like some feedback from yourselves so I can see how I am doing.
I would like to try and find out what the average 'fall out' figure for losing customers per month in the first 6 months of trading is. i.e if you had 100 REGULAR customers after 6 months but had cleaned been through 120 your fallout would be 20  (if that makes sense)
Many thanks,
Dave
 
 

[Blue Frog Systems]

Don't think there is an average... My first round I lost maybe 5 after their first cleans in the first 6 months.

This time I've lost around 20 in the first 6 weeks.

Some people just want a one off or to be able to ring you when they want them doing. They won't tell you this though until you have actually cleaned the windows though.

[david watts]

id say about 4/8 in a year; varing reasons mainly dont like wfp
i dont do lots of small jobs prefer to do a mix; but i like larger jobs so less fallout

[davids3511]

I always recon on loosing 30%. So if i canvas up 100 I will keep about 70.

[woody1]

i have canvassed about 92 custys in the last 5 months lost 4 so far down to being time wasters and people wanting one offs but dont tell me so

[david watts]

the hardest thing on here is to get and keep good custys that pay
so when you here the boasting it makes you think?
how hard it mustbe to get 200 /300 a day in your hand

[mlscontractcleaner]

If I could get a whole week of cleaning houses belonging to old people I'd be very happy cause you never loose them; unless they die of course, and they're spot on when it comes to paying!!

You'll always get time wasters who wont pay, those who hit you with, " Not this time thanks! ", those who are never in when you go to collect, every street has one. Just dump them and move on; you'll replace them in no time and be left with a round full of genuine customers who value you for the work you do

[NJWindowCleaning]

If your worried about losing the customers you could keep on canvassing but really dont worry about losing a few as it will all come good in no time without you realising it.

 You can lose one customer in one day of a week  but in another week you could gain two. And some customers use the sign of the times like recession or losing there job so we are the first thing they cut back on.

But in another hand people will always need our services, just keep battling on and sod the time wasters.

[suds window service]

think its only natural that the more customers you have and deal with the % of losses
might seem higher,when in reality its not it,s just because you have more on the books.
 hope that makes sense?

[Dave Anderson]

Between 10%-12% per year...which is not as bad as it first sounds between people who move, those who you dump and those who dump you it gives you a chance to bring new blood into your round.

Look at losing as a chance to gain.

They come, they stay a while they go....

[andyM]

I always take time to do a really good job on the 1st clean and provide a satisfaction guarantee. I mostly even do something extra like cleaning all of the upvc exterior doors. I always get a positive response from the customer this way and from doing that I know they were happy with the service I provided.
If I don't get taken on regularly im 99% confident it isn't because they are not happy with my work.
Some customers do not feel it necessary to have their windows cleaned on a regular basis and some people will just use a window cleaner who provides the cheapest quote wether or not they provide a good service. Unfortunately we have to accept this as part and parcel of window cleaning.

   

[james44]

Some customers do not feel it necessary to have their windows cleaned on a regular basis

Very true!

[Ian Lancaster]

Some customers do not feel it necessary to have their windows cleaned on a regular basis

Very true!

We call those 'ex' customers

[Window Washers]

Some customers do not feel it necessary to have their windows cleaned on a regular basis

Very true!

We call those 'ex' customers

[Spruce]

Hi

I think that where you are will make a big difference - and being in the heart of Redcar with Corus closing and the 3000 estimated contract workers now without a job has got to have a knock on effect. A further knock has come with the closure of Garlands call centres so the Middlesbrough area is under a bit of pressure financially at the moment. If I remember correctly, you were canvasing many new areas in Redcar which have a higher lose rate ratio IMO than older established areas, mainly because the euphoria of moving into a new home and wanting it perfect quickly wears off when the family budget needs to be balanced. Another draw back is many new homes are taking longer to build and so some homeowners, who expected the area to be developed with a few months are still living in a building site 18 months later. I have 1 customer in the new estate off Low Farm Drive whose windows are so dirty every month that they look as though they have never been cleaned for years. Another stopped me coming as he felt it was a waste of money. (His wife initially employed me).

If you have priced high then people are going to have second thoughts as well. But in one of your posts you said that you were picking up a lot of work in the Redcar area, so like the proverbial bus, there will be another along shortly to replace the ones you lose.

You could also try to negotiate a longer time between cleans (4 weeks to 6 or 8 weeks) which means you wouldn't loose them but would help them to reduce their cleaning costs. As was mentioned there are always those who want a 1 off clean and won't tell you. As a 'new cleaner' you will also pick up the 'dross' that some longer established cleaners have discontinued because of being messed around.

Spruce

[David Kent @ KentKleen]

Thankyou for all your replies, the information will be valuable in assesing my businesses progress.
I am pleased that even with the recent closure of 'corus' I am taking on my first member of staff tomorrow, due to the amount of work.
I am also pleased with the '0' (zero) drop out rate I have managed to achieve. I know it will happen but it will not be because of my or new staffs work quality.
I sometimes spend over an hour on a first clean (3 bed semi) and I know the customers appreciate the hard work and end results.
I am aiming to provide an old fashioned service using modern (wfp) techniques and never have a 'that will do' mentality.
I know I am a newbie, still to window cleaning but if any other even newer newbies are reading this, just remember never cut corners, do the best job you can always! and provide real value for money and you cant go wrong.
p.s Spruce give me a flash or toot if you pass me working, it would be nice to talk. Have you been cleaning long?     
Thanks again everyone!!

[David Kent @ KentKleen]

p.s spruce I was not trying to be cockey with that last post, I just cant believe the worl thats available in redcar and cleveland. cheers will stop for a chat nxt time (blue van??)

[Spruce]

Hi Kentkleen,
Always great to talk to a fellow W/Cer.
Cheers
Spruce

[dmlservices]

Some customers do not feel it necessary to have their windows cleaned on a regular basis

Very true!

We call those 'ex' customers

they then become a newbies customer, 

when you first set up a round , you will get a lot of window cleaners cast off's,

they are usually the ones who say " we cant get or keep a window cleaner"

as soon as i hear that , i know they will be trouble,

i've said many times , it is easy to set up , and get customers, the problem is it takes time to get a good round of reliable customers.

daz