An email conversation I had with a now ex customer, might be worth a read. Its a big house in a very affluent area with a massive conservatory, windows priced at £45 8 weekly, did the conservatory once which was completely underpriced. Used to have a trad window cleaner for about 15 years, frames absolutely filthy and above conservatory and velux windows not done:
Hi Tom,
I would like to discontinue the contract to clean the windows every 8 weeks, but I would like the roof done on it's own please.
Last summer you did all the conservatory including the plastic and gutters at a cost of £90.
Can you confirm the £80 will include the same except for the side windows?
Would you be able to do the work next week on Wednesday or Thursday or Friday morning ?
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Hi Madeleine
Is there any reason in particular for the cancellation of the window cleaning?
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Hi,
I would be happy to give feedback at some point, but perhaps you would be kind enough to let me know if you are able to do the roof.
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Hi Madeleine
On the very rare occasions we have cancellations I ask for the reason, in case we need to improve our service in some way or if the client can't afford to continue we look at alternatives. So to be asked to do a specific job but being cancelled for our regular services I would prefer to know why we are being cancelled before we offer any further services.
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Hi Tom,
Your service is moderately expensive, certainly compared to my previous window cleaner and I have not felt that the finish achieved using the pole system is as satisfactory on some of the windows as cleaning by hand. I also need more notice and certainty of timing of your visits in order to fit with my work schedule.
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Hi Madeleine
Thanks for the explanation.
Price wise we can't be compared to your previous window cleaner as we do a lot more work, we clean the windows above the conservatory and all the frames and sills, which he never did. We are fully insured for all the work we do which isn't cheap, and I make sure I have everything in place to offer a professional and reliable service, which means our prices are more than most. Also its difficult to schedule for us to clean just a couple of internal windows, we schedule in advance to clean the entire house internally for customers.
As our methods of cleaning are not up to your standards I can't see how it would be good enough for your conservatory roof. We have approximately 300 regular customers and we never have any issues with the finish using the pure water system, if there ever is an issue we will always come back and put it right.
Thank you for custom in the past, and I will remove you from our schedule.
Kind Regards
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