[lee_dewing]

Gold, i like how you worded your polite pi55 off, better than mine

think i'l use that one next time.

I haven't got the energy to throw my teddy from the pram anymore

[tom2009]

I like griffo's response!

What would I do?

Things that make me think I might keep the custy for the present:-

She's a good custy in your view.
If I have rather less custies than I need.
If it is easy to get to.

Things that make me want to drop her:-

She's done this before.
If it is anything other than a blisteringly good hourly rate.

All things considered I'd drop a note saying:-

Thank you for your kind wishes, I hope you and yours have a good time but hope you don't mind me mentioning that in the future I am unable to take cancellations without good reason. I have a waiting list for customers who want a reliable monthly window cleaner and I feel I must work primarily for those who appreciate this.

I hope you understand.

You post some really useful info Gold! I like the way you put that. I'll be in positive control of the situation next time rather than getting properly narked off by it/them and spending all day brooding about it.

cheers,

Tom

[bobby p]

 the split second i hear "can you  LEA "    I know for sure theyre going to  say "leave it this time "  .   i then get a sort of satisfaction by gathering up my gear as they keep talking but i dont reply(+have an awful expression on my face of having just smelled poop ) and then i turn my back on them forever

  wow really? so you dont even give tham one chance? you dont even explain your conditions and what you feel is a reasonable cancelation? harsh but im slightly in hore of you i must say! 

 with a full round theres no reason to pander to anybody. You either WANT ME or YOU DONT WANT ME .   of course i do listen as they explain the reason for cancelling ,but 9 times out of 10 its a weak reason.

 before i was a window cleaner i took a few hard knocks in my life and these taught me to toughen up ,take no prisoners! (but be friendly at same time )

[GB Window Cleaning]

when they say its not worth doing in this weather because they'll only get dirty again straight away what is your response to this? this is one cancelation reason i struggle to argue with!  :

[G Griffin]

when they say its not worth doing in this weather because they'll only get dirty again straight away what is your response to this? this is one cancelation reason i struggle to argue with!  :

Ask them if they shower/bathe every day. Do they brush their teeth. Have their hair cut/done etc. etc.

[mileslake]

'@@@@@@@when they say its not worth doing in this weather because they'll only get dirty again straight away what is your response to this? this is one cancelation reason i struggle to argue with!@@@@@@@@@@@@


Thinking about it. These people are the worst and need replacing asap.

[G Griffin]

when they say its not worth doing in this weather because they'll only get dirty again straight away what is your response to this? this is one cancelation reason i struggle to argue with!  :

When you start, agree a price and frequency of clean.
If it`s monthly, they are paying you to keep the windows clean. If they get dirty again, you will clean them the following month.
If they are not too bad, then you will ensure they stay clean the next visit.

If they want to change the terms of your agreement, then you can do the same ie charge more or dump. Offer 2 monthly at an increased price or a `whenever it suits them clean` at a premium rate.
Or if you don`t mind the cancellation, carry on as normal.

[Paul Coleman]

 the split second i hear "can you  LEA "    I know for sure theyre going to  say "leave it this time "  .   i then get a sort of satisfaction by gathering up my gear as they keep talking but i dont reply(+have an awful expression on my face of having just smelled poop ) and then i turn my back on them forever

I have dropped jobs after the first bit of messing about too sometimes.  It depends on a number of factors really in no particular order:
1 )  The size of the job.
2 )  The attitude of the customer.
3 )  The reason (if any) for sending me away.
4 )  The customer's previous track record with me.
5 )  How well (or otherwise) I earn from the job.
6 )  Where it is in relation to my other work.
7 )  How much I need the job.
8 )  Although I hate to admit it, it can have something to do with my own mood on the day too.

I have started to view things a bit differently lately though.  If they want to start sending me away more than once, I can supply the service at half the normal frequency with a loading on the price.  I suspect this may be the way forward with a few of my customers.  If they continue to send away when receiving the less frequent/more expensive service, then I will drop the job.  This could make for an interesting experiment.

[CLEANCARE WC]

not a bad plan that pc  the last bit plan of action for the future

[JoeMax]

Just say, if it's worthwhile..

"Shall I just put you on a clean every 6 weeks, and be here 2 weeks from now?"

Surely that's better than ditching them completely. Maybe if you have customers in the area you could put them on 8 weeks.

[dai]

It really depends so much on where your business is at the minute.
When I am losing more clients than I am taking on, and that has been the case this last 12 months, I tend to give a bit more leeway.
When you are going through a bit of a boom with plenty of work coming in it's different, then is the time to do your dropping and culling.
There is a fine line between you being totally in charge of your business,
and your customers needs having to be given more consideration.
It's your business, your call, but I try not to cut off my nose to spite my face.
Just remember the messers when business picks up again.

[G Griffin]

Well said Dai.
One thing I would add though, is to let them know how you feel; but word it politely and professionally; if you don`t want to dump that is.
For example- "it`s not really ideal to cancel" or mention cleaning to a schedule. 
If they think you`re not bothered, they may cancel when they want.
If you make them think the implications of a cancel, they might reconsider. 

[lee09]

Hi
I used to trade under the name p1ss me about window cleaning
Now if I'm asked to leave it this month I ask if they would like me just to do the front to keep them on the books.
Lee.
takenopoowindowcleaning.co.uk

[A & J Owen Window Cleaning]

I actually log against each person if they mess you about. They go on the replace list, when we get someone of equal or greater 'value' they go. Works very well.

This isn't just 'not this time' it can also be delayed payment or just those who are rude or unpleasant.

I think what might be happening at the moment also is that they are all trying to get their windows cleaned Christmas week...

[Ian101]

Maybe Im too nice but my reaction would be fine no problem onto the next ... dont get me wrong Im not a lover of customers and now days dont take any messing but in this weather Im prepared for an amnesty for a 1 off cancellation (at least she cancelled you before u got there)

If she is a serial messer then fair enough thats another matter but if of previous good character then NEXT IN THE QUEUE PLEASE !!   ...

As Mr Plumb says sort of comes with the job but like I say if its a one off then no problem for me

[Ian101]

I actually log against each person if they mess you about. They go on the replace list, when we get someone of equal or greater 'value' they go. Works very well.

This isn't just 'not this time' it can also be delayed payment or just those who are rude or unpleasant.

notes section on george good for that but I use a code like the doctors do     u need to translate some words cos of swear filter

LTTx1 = Leave this time x amount they done it (max of 2 then dropped)
FOC =  Flipping obnoxious bunt (1 strike only for this - everyone has a bad day now and again)
DSM = Dog poo mountain (if too busy they dont get done)
PP = Poor payers (anyone over 20 days)


Anyone got anymore 

[clearlyclean]

you say about being professional and telling customers where to get off,The customer has a say in how frenquent they have their windows cleaned.its up us to charge a fair price the following time(first clean rate) or when you have a full round replace them that is business they dont owe you a living

[G Griffin]

you say about being professional and telling customers where to get off,The customer has a say in how frenquent they have their windows cleaned.its up us to charge a fair price the following time(first clean rate) or when you have a full round replace them that is business they dont owe you a living

Of course they do. And we have a say in whether we want to do them or not.
If you agree a price and frequency, cancellations change the agreement then.
So charge more or concentrate on your regular customers.
It`s a two way thing. Some customers need to know that we can cancel them, as much as they can us.

[Jack Wallace]

I think each job has to be taken on its own merits as many have said.

I had a customer cancel for the winter in oct 09, and start again may 10. I said to myself i would not allow him to do it again but sure enough one of my lads came in last week and said he had cancelled till the spring.
At first I was mad and said stuff him I won’t take him back on, but when I look at it closely, I earn exactly the same each year from him as I do from his neighbour who is every 8 weeks instead of 4. in fact more as this year as he had a clean in Nov. 
So when he calls next year I will say "no problem but from now on its a fiver extra to clean off the winter muck on the first clean" I am sure he will say yes and we are both happy.

[Ian101]

It`s a two way thing. Some customers need to know that we can cancel them, as much as they can us.

Not cancelled that many but when I have, the look on their faces when I have done it makes all their crap ive taken very worthwhile.

The ones I have cancelled normally started off ok and the common thread is what they have said "you cant find a decent window cleaner these days"