[AuRavelling79]

Andy - too soft!

[GB Window Cleaning]

Andy - too soft!

i agree, far to personal with your text! keep it proffeesional and dont be a push over!

[Spruce]

Sounds like you've done nothing wrong! Just out of interest (for when I start canvassing) do you contact every customer the day day / night before clean or is that just going to confuse matters?

I needed access to rear through his garage.  On average we text about 3 customers a day who lock gates/need to go thru to get to rear of house.

Its no loss really, though my wife is stressing about upsetting customers    I just feel like ive failed, really, in upsetting a customer.  Even though i dont think (and hope) i wasnt out of line!

No you weren't out of line - they were. But they are pushing their problems onto you. Sounds like a money issue being dressed up in different clothes. Smile and move on. They aren't worth it. They are playing the Lord and master game - you don't have to play it if you don't want to.
Just think that this will become someone elses new customer, full of promise until the messer cycle starts again. But they just don't get that they are the problem, not the window cleaner who is trying to offer a service and earn a living from that service.


Spruce

[♠Winp®oClean♠]

Sounds like you've done nothing wrong! Just out of interest (for when I start canvassing) do you contact every customer the day day / night before clean or is that just going to confuse matters?

I needed access to rear through his garage.  On average we text about 3 customers a day who lock gates/need to go thru to get to rear of house.

Its no loss really, though my wife is stressing about upsetting customers    I just feel like ive failed, really, in upsetting a customer.  Even though i dont think (and hope) i wasnt out of line!

No you weren't out of line - they were. But they are pushing their problems onto you. Sounds like a money issue being dressed up in different clothes. Smile and move on. They aren't worth it. They are playing the Lord and master game - you don't have to play it if you don't want to.
Just think that this will become someone elses new customer, full of promise until the messer cycle starts again. But they just don't get that they are the problem, not the window cleaner who is trying to offer a service and earn a living from that service.


Spruce

Spot on!

[colin purewater]

To much to ing and thro ing mate
Not worth the Hastle, obviously skint
I've dropped £40 jobs with less conversing  than this!
Lord of the manner and all that, people don't like being told there skint
Blah blah blah not worth getting upset over( and let's face it, it's not nice loosing
A custy)

But at the end if the day you will fine 2 better custys to replace that one !!!!

And that's why I love window cleaning 

[Ian101]

My message:
Hi Mr S****y, we we will be around to clean your windows tomorrow, preferrably in the morning if Ok please?  Thanks, andy AS Window Cleaning

That's your mistake there asking permision to clean

This is my version for the few I text

Hi Mrs Jones - I will be there tomorrow to clean your windows- please leave gate unlocked - Thanks Ian

If I get a leave it this time then they get a reply of

OK

Nowt else and I never return.

[GB Window Cleaning]

My message:
Hi Mr S****y, we we will be around to clean your windows tomorrow, preferrably in the morning if Ok please?  Thanks, andy AS Window Cleaning

That's your mistake there asking permision to clean

This is my version for the few I text

Hi Mrs Jones - I will be there tomorrow to clean your windows- please leave gate unlocked - Thanks Ian

If I get a leave it this time then they get a reply of

OK

Nowt else and I never return.

tough but fair mate i like your style 

[Paul Coleman]

lol.  Cheers Roy.  Your cast offs probably pay better than my best jobs!!   :

As an example of a customer i have just lost today.

i text them every 5 weeks to go when they are in, as I have to go thru their garage.  Last 3 months ive texted and they have just wanted the fronts doing.  Fair enough, charged £4.50 instead of the usual £9.50 for it all.  Not complained or anything.  Couple of times has said to skip this past 12 months, which i have gone along with.  Couple of times weve gone at the prearranged time, but they werent even in, so did the front, once he even said yes, arranged a time, but when turned up said just do the front!!!   But long suffering enough, here was todays messages (and sorry to steal your thread Roy, saves cluttering up with another one, and you only did it to call me ASS window cleaning!!   )

My message:
Hi Mr S****y, we we will be around to clean your windows tomorrow, preferrably in the morning if Ok please?  Thanks, andy AS Window Cleaning

Mr S****y:
Hi Andy, we would like to leave windows until after Christmas!  Thanks anyway.  Have a good Christmas.

My Message:
Hi, Ok then.  Only think I would like to point out with respect is that windows were quoted for a 5 weekly clean, and a few times have cancelled or just done the fronts.  But part of our terms (a copy which were giving to customers in new year) is that we need 48 hours notice if want to skip for some reason, and windows are cleaned on 5 or 10 weekly basis as per quote when started.  But will talk to you in new year anyway, no probs.  Hope all is well and have good time off with kids.  Regards, Andy

Mr S****y:  (5 minutes later)
Thanks for this, but if that's the way u are doing business forget us as a customer in future.  Don't bother calling anymore.

My message:
Ok, no problems.  Sorry you feel that way, but if you turned up for work and was told to take half day without pay i'm sure you wouldn't be impressed either.  If all our customers whom we had agreed 5 or 10 weekly cleans instead picked and chose when they wanted them cleaned we would have to charge more to stay in business.  As simply couldn't afford to do it like that, and still provide a cost efficient, regular service!  Anyway, sorry I seem to have upset you , all the best to you and kids.  Andy

The kids, ages 6 and 8, are cute, will miss them more than them to be fair!!  Thought this reply would make them think, but got this back within 5 mins again

Mr S****y:
Bad business talk andy.  no more correspondence please.  Me and "the kids".

What did i do wrong?  was i too harsh with them?  Dont get the bad business talk comment, but my wife wont let me text him back my thoughts minus the tact!!  I thought i put it so nicely to them too!  No loss for me, picked up house on the same road for the same price last month, who seems like going to be good customer.  But leaves sour taste in my mouth loosing a customer, it rarely happens, like as in one a year normally, if that.

There will always be a customer or three who are not good business.  The perfect round doesn't exist - though after a number of years, it is possible to approximate it.
Over the years I have become more businesslike in my dealings.  I still have some customers from my "friendly, happy window cleaner" days though.
You weren't too harsh with them.  In fact, I believe your mistake was quite the opposite.  You were too easy on them IMO.  I have relatively few who need texting the night before.  This is because, for the most part, I avoid such work.  Why do it when you could have nearly all the work as "turn up and clean"?  I just have a template text that states who I am, that I will be around the next day, and could they please ensure that I will have access around the outside.  Please note the wording.  I inform them that I will be there..  For some of these jobs I have gate keys anyway.  For others I have a stepladder and crowbar to open the gate (to hook around the bolt, not to wrench it open  ).
Regarding the business head stuff, I also think it was too unbusinesslike to wish him a nice time off with the kids.  For starters, some people dislike the term "kids" for their children (kids actually are young goats).  I would say to just keep family stuff out of it and stick to the business stuff.  You never know when you might hit a raw nerve so, IMO, it's better to not hit any nerves at all.  It's taken me a long time to be more businesslike but I feel more comfortable with it.  I have friends in my social life.  I don't want or need them in my business life.  That's not to say that it's better to be miserable and unfriendly.  It's more about me saying to understand the boundaries.
Just my 2 cents.

[windowswashed]

You're way too soft letting customers run your business for you. Give them 2 chances, 3rd they're dumped. Better off canvassing or advertising then wasting your time on awkward access unless its in your favour price wise. Train them how you want them or replace with better. Word gets around in small villages and hamlets where I live........dont get messed around me, no way, not worth it!!

[G Griffin]

Stop mentioning his kids! 
Next you'll be texting, I know where they go to school and I would hate anything to happen to them if you don't have your windows cleaned  .
You should have left it after his second text.

[Gav Camm lammy 283]

Sounds like you've done nothing wrong! Just out of interest (for when I start canvassing) do you contact every customer the day day / night before clean or is that just going to confuse matters?

I needed access to rear through his garage.  On average we text about 3 customers a day who lock gates/need to go thru to get to rear of house.


dont you carry a ladder toclimb over
i dont charge front only crap il go n nock nxt door
n jump fence i aint losing on front onlys
andy id still charge him full wack
never txt ring or comunicate wiv custys
they r a totally alien breed
one rang me at 10pm to ask when ill be there
i wanted to ring her neck 

Its no loss really, though my wife is stressing about upsetting customers    I just feel like ive failed, really, in upsetting a customer.  Even though i dont think (and hope) i wasnt out of line!

[Richard iSparkle]

lol.  Cheers Roy.  Your cast offs probably pay better than my best jobs!!   :

As an example of a customer i have just lost today.

i text them every 5 weeks to go when they are in, as I have to go thru their garage.  Last 3 months ive texted and they have just wanted the fronts doing.  Fair enough, charged £4.50 instead of the usual £9.50 for it all.  Not complained or anything.  Couple of times has said to skip this past 12 months, which i have gone along with.  Couple of times weve gone at the prearranged time, but they werent even in, so did the front, once he even said yes, arranged a time, but when turned up said just do the front!!!   But long suffering enough, here was todays messages (and sorry to steal your thread Roy, saves cluttering up with another one, and you only did it to call me ASS window cleaning!!   )

My message:
Hi Mr S****y, we we will be around to clean your windows tomorrow, preferrably in the morning if Ok please?  Thanks, andy AS Window Cleaning

Mr S****y:
Hi Andy, we would like to leave windows until after Christmas!  Thanks anyway.  Have a good Christmas.

My Message:
Hi, Ok then.  Only think I would like to point out with respect is that windows were quoted for a 5 weekly clean, and a few times have cancelled or just done the fronts.  But part of our terms (a copy which were giving to customers in new year) is that we need 48 hours notice if want to skip for some reason, and windows are cleaned on 5 or 10 weekly basis as per quote when started.  But will talk to you in new year anyway, no probs.  Hope all is well and have good time off with kids.  Regards, Andy

Mr S****y:  (5 minutes later)
Thanks for this, but if that's the way u are doing business forget us as a customer in future.  Don't bother calling anymore.

My message:
Ok, no problems.  Sorry you feel that way, but if you turned up for work and was told to take half day without pay i'm sure you wouldn't be impressed either.  If all our customers whom we had agreed 5 or 10 weekly cleans instead picked and chose when they wanted them cleaned we would have to charge more to stay in business.  As simply couldn't afford to do it like that, and still provide a cost efficient, regular service!  Anyway, sorry I seem to have upset you , all the best to you and kids.  Andy

The kids, ages 6 and 8, are cute, will miss them more than them to be fair!!  Thought this reply would make them think, but got this back within 5 mins again

Mr S****y:
Bad business talk andy.  no more correspondence please.  Me and "the kids".

What did i do wrong?  was i too harsh with them?  Dont get the bad business talk comment, but my wife wont let me text him back my thoughts minus the tact!!  I thought i put it so nicely to them too!  No loss for me, picked up house on the same road for the same price last month, who seems like going to be good customer.  But leaves sour taste in my mouth loosing a customer, it rarely happens, like as in one a year normally, if that.

i can see why this upset you.  he's pushing your buttons and playing a power game with you, telling you not to text him any more.  it would wind me up for sure.

agree with the others that a more business style could prevent this, but at the end of the day you're dealing with people, and it's not really ok for him to speak to you like this.  at least you dont have to speak with him again!

[Ian101]

My message:
Hi Mr S****y, we we will be around to clean your windows tomorrow, preferrably in the morning if Ok please?  Thanks, andy AS Window Cleaning

That's your mistake there asking permision to clean

This is my version for the few I text

Hi Mrs Jones - I will be there tomorrow to clean your windows- please leave gate unlocked - Thanks Ian

If I get a leave it this time then they get a reply of

OK

Nowt else and I never return.

tough but fair mate i like your style 

Only once have I ever had 1 of them contact me after no clean for a few months and ask when "Im next calling as the windows really need doing" .... called her back and explained system has suspender her as too many cancellations (computers fault not me) .... put her back on books on a bimonthly visit with a small price increase and all ok since.

Ive realised over the last 18 months of doing this for a living that a messer will always be a messer and just bin at first oppertunity also no coincidence that I have no bad payers anymore as a messer over the actual cleaning will 99% of the time also be a bad payer as they dont value your service for whatever reason which I dont want or need to know about.

Summed up very nicely by Mr Coleman

I have friends in my social life.  I don't want or need them in my business life.  That's not to say that it's better to be miserable and unfriendly.  It's more about me saying to understand the boundaries.

so in a nutshell fookem off and go canvass for a new one or 2 and when he asks when u next calling u can say sorry too busy with my REGULAR customers 

[AS Window Cleaning]

thanks guys for the thoughts. there is no fence to go over, this house has an extension, only way thru is through the garage. I have made mistake of asking if we can come tomorrow, this was meant to ask if morning was ok. as opposed to if we could come tomorrow.

yeah, some customers are more cut and dried. but a lot will come out and chat, talk bout their kids, whether we are having any, bout work, stuff going on (whilst working, don't have too many we talk to on doorstep now). I see what saying bout kids, tho that iq what he referred to them as normally. I was trying to be friendly, but could come across to personal. Tho many of our customers have given us cards and tips this year thanking us for the personal and caring service we offer, so I like to go bit further in that way.

not so much as I know where your kids go to school, etc. Tho come to think...... good point I do!

just got to toughen up bit I guess, was trying to see it from a customers perspective and whether if I were him would think were out of line in 'demanding' no last minute cancellations or changes, or whether this was my right as paying customer.

as in words from one of my favourite films: "sensitive. boy, tommy, aren't you"..... I'm going to go out of the corner and stop crying now! thanks for words of wisdom there

[Helen]

AS, go out in the New Year and get 2 new custies in this chap's area, you will soon forget about him then. 
Maybe an idea with ones that have bad access? Offer to do fronts only...give price for that....with terms of every 5 weeks or whatever and say if you are in when we call and would like the backs done it will be £??. Puts the onus on them then to ask you and to make sure they are in. Your business is then worked out with their fronts price only and if they have backs done aswell count it as a bonus.
Also stop texting.........(in know some won't like this) but it really is a low form of communication.
If you need to arrange access, phone and just say, "I am cleaning in your area tomorrow as arranged, please leave access to the rear windows Thanks."

[Londoner]

Sounds like you've done nothing wrong! Just out of interest (for when I start canvassing) do you contact every customer the day day / night before clean or is that just going to confuse matters?

I needed access to rear through his garage.  On average we text about 3 customers a day who lock gates/need to go thru to get to rear of house.

Its no loss really, though my wife is stressing about upsetting customers    I just feel like ive failed, really, in upsetting a customer.  Even though i dont think (and hope) i wasnt out of line!

No you weren't out of line - they were. But they are pushing their problems onto you. Sounds like a money issue being dressed up in different clothes. Smile and move on. They aren't worth it. They are playing the Lord and master game - you don't have to play it if you don't want to.
Just think that this will become someone elses new customer, full of promise until the messer cycle starts again. But they just don't get that they are the problem, not the window cleaner who is trying to offer a service and earn a living from that service.


Spruce

There are loads of people who are a bit stretched for cash at the moment, even more who are in deep trouble but are keeping up appearances.
You never really know whats going on beyond the curtains. My sister in law works in a bank and this subject  came up in conversation the other week. We were talking about the financial situation and she commented we have no idea just how many people are right on the edge and we would be shocked if knew.

[H S and Son]

What did i do wrong?  

You mentioned his kids. He was perfectly right to say that was bad business practice. There's a line, an invisible one, and you crossed it without being invited.

[Davo]

What did i do wrong?  

You mentioned his kids. He was perfectly right to say that was bad business practice. There's a line, an invisible one, and you crossed it without being invited.

Unfortunately i agree with matt. Keep it professional.

[GB Window Cleaning]

and for gods sake IF you ever see him again Dont bloody mention his god forsaken "KIDS"  

he will think you like his "kids" for the wrong reasons if you bang on about the "kids" anymore!  

[A & J Owen Window Cleaning]

In my opinion they were waiting for an 'excuse' to dump you - you have done nothing wrong at all.
We were wasting stacks of time texting people but now its 1/2 a day if that. If not in, just do the fronts.
If you were only making on average £4.50 per month out of them you've lost a £1 per week.....forget about em