[AuRavelling79]

Personally, I wouldn't want customers like that; so I'd drop them.  

100% correct for a change as usual, Tosh!  

[A & J Owen Window Cleaning]

How you word the text is definitely important.
We were stupidly saying we will be cleaning windows tomorrow if that's OK and personalising each one. Sent to 10 customers last Monday, 3 'leave it this time as weather bad other reason blah blah blah'. Annoying.
Text sent yesterday - 'we are coming tomorrow to clean your windows, please ensure all access gates left open and money left in agreed place as applicable' - no replies/leave it this time.

[dazmond]

i really dont have many problems with the weather issue apart from a long standing custy yesterday who i politely dumped on the spot!

i can only think of a few instances in 18 YEARS OF WINDOW CLEANING where a customer has said"can you leave them this time as its forecast to rain tomorrow and the rest of the week"

when is does happen i explain i work in all weathers and i cant run a business if thats the reason for not having them cleaned.

if they think that ill just turn up when it suits them they are deluded!!they have to fit into my schedule or i wont make enough money and go out of business!luckily most people know that so very few problems.

[Londoner]

I don't know what the fuss is. I wouldn't want to pay good money to have my windows cleaned with this weather. Just skip them and say see you next time. Where's the big problem?

[Johnny B]

I don't know what the fuss is. I wouldn't want to pay good money to have my windows cleaned with this weather. Just skip them and say see you next time. Where's the big problem?

+1

John

[dazmond]

the thing is vince the weather was nice and dry yesterday and i got "can you leave them as its forecast rain tomorrow".

dumped!!

[A & J Owen Window Cleaning]

Personally, I can see a customers problem if it's pouring with rain/blowing a gale and I would just say no problems, see you next month (or earlier if can fit them in) because especially with windy weather I don't find the finish is that good - wfp or trad.
But in light/moderate rain, showers or rain forecast  tomorrow/this week then that's just not on because that could easily apply to the weather for the whole year and we'd all be skint!
In my opinion, it's getting the balance right between doing a good job for the customer and keeping them happy but ensuring that you're business is run properly and that you're earning the money to pay the bills and enjoy life.

[H S and Son]

Pretty much what was said up there ^^^

I find these posts can be quite controversial, very few agree on them. It seems to me because people have the ways they run their business and as that works for them don't consider entertaining the thought that running it another way might work also.

I imagine half the die-hard/black and white/ no room for compromise fellas aren't half as strict in reality as they like to make out on here. Its a case of sorting the wheat out from the chaff. Im not as strict a lot of the time as I'd like to think I should be, but when push comes to shove I'll usually agree to a customers request unless its unreasonable. I like to run my ship in a friendly approachable manner.

There are suppliers on here that we can all learn a lot from in the way they deal with the public. The hard hearted/hard faced, unreasonable/don't give a hoot about customer relations brodex crowd are run down continually for their sloppy customer attitude, the Gardiners crowd who listen and acknowledge the customers issue is nine times out of ten the attitude that attracts us, the punters.

Its exactly the same for your customers, do you want to be a Brodex or a Gardiner to them?

[p1w1]

I run things pretty much like matt as regards attitude to customers, one thing you need to realise magic is I believe your recently started in this game is some of the customers your going to get is cast offs of more established window cleaners the ones who dumped these customers for these reasons once they have built a good round up, the question you need to ask yoursellf can you afford to loose them for the sake of a missed clean at the moment. Having said that try and edgucate the customer before just dumping them that you can't provide them with a great service if they mess you about like that, this game is very rewarding once you get pretty established but its hard work getting there and sometimes you need to bite your tongue before making hasty decisions to just dump.

[supernova77]

'we are coming tomorrow to clean your windows, please ensure all access gates left open and money left in agreed place as applicable' - no replies/leave it this time.

That sounds a bit blunt. I try to be a bit more polite, but still don't ask if its OK? I say "Hi, I hope you are well. Window cleaning is due tomorrow, please leave your gate unlocked for access. Many Thanks, Andy"


For those of you who suffer a lot with the "leave it this time" brigade - Perhaps it's worth setting up customers to pay via standing order? The money will be going out of their account anyway, so they may as well have them cleaned even if its raining when you turn up!

I think it's all about educating customers though... If you spell it out to them from the outset that you are an all year round service, rain or shine then they have no excuse... Explain to them that out of all the cleans throughout the year on the law of averages only 1 or 2 are going to be in wet weather.

Andy

[magic moments]

Agreed,need to be a little more laid back,and play along just need the rain to stop ,its been near nonstop for 3 weeks,waiting to try for more custys how much longer will this weather last in the southeast.

[Crystal-clear]

Just double the next clean price works a treat.

[lee_dewing]

My experience of the educate the customer statement is that you can stand there and tell the new customer all the things you like.

There not that intrested, just want there windows cleaned.

They have selected memory, they only remember what they want, you will be turned away if they want to do that.

I have stood there and explained wfp to custies.

Picked up new custy 3 months ago, demonstrated wfp, said looks like rain drops on glass dries to clear finish.
She phoned to say dried fine would like you to put me on your list.
Now done 3rd clean she asked me why windows were wet and dont i dry off?

The only thing i can think of is her husband was in the car and wondered maybe what i was doing.

But i have many stories similar.

Maybe i just sound like the teacher from charlie Brown

[AuRavelling79]

Just try telling Gardiners you want something different from that which was agreed and see what happens.

If you want to have a business where custies tell you how to do the job and under what conditions they are prepared to have you then good luck to you.

Wait 'til you have employees and they start getting turned away.

[P @ F]

I txt none , and none of them have a clue when im due as i run how i want , not to say im sloppy and unreliable , but i like to mix things up a bit and let them guess , txt for me has always been a no brainer , i would only ever consider it on a very large account that was too good to lose , im the boss not they !

Rich 

[Ian101]

Just try telling Gardiners you want something different from that which was agreed and see what happens.

If you want to have a business where custies tell you how to do the job and under what conditions they are prepared to have you then good luck to you.

Wait 'til you have employees and they start getting turned away.

Posted by: P @ F  Posted on: Today at 06:33:34 pm 
Insert Quote 
I txt none , and none of them have a clue when im due as i run how i want , not to say im sloppy and unreliable , but i like to mix things up a bit and let them guess , txt for me has always been a no brainer , i would only ever consider it on a very large account that was too good to lose , im the boss not they !

Rich   

totally agree