[Paul Coleman]

While I respect the guy's honesty, the email I got yesterday seems slightly unusual.   It's not a problem as he's going about it the right way but I was curious enough to send a reply.  This customer has been a regular, reliable customer for a few years, always pays on time and, as far as I'm aware, my work standard has been decent.  My price is fair for the area (£16 for standard 4 bed detached with one lowish level skylight and decent access).

Him to me:

"Hi [Me] - please suspend the next clean until further notice (the last was early April)
 
[His wife] has persuaded me to have a one-off trial with an alternative service - date is to be advised.
So it will be best to put your next visit on hold - it would be silly to be cleaned twice!!
 
I'll be in touch once we have reviewed the quality of the competition
 
regards
[His name and address]"

----------------------------------------------

My reply
" OK [His name].
Just wondering what has brought this about?
Price?
Quality?
Frequency?
Something else?
A satisfied customer tends to stick with the existing service so I must assume that there is a perception that something is amiss.
Some things to bear in mind.  My price includes the skylight.  It doesn't include the side door as you asked me to leave that.  It includes brushing dust from the sills and, where necessary, cleaning up frames.  My business is a legitimate, tax paying one  I also pay good money for a fully comprehensive liability insurance.  It may be that the company to which you are switching also meets those criteria - or possibly not.  If there has been a quality issue on any of the cleans, so long as the customer contacts me within 24 hours, I'm always prepared to return and put it right.  If there has been a cause for concern, I would like to think that I am sufficiently approachable to resolve any issue.
Although I accept that you're not obliged to give a reason, I think it is reasonable for me to ask - in case my service is lacking in some way.
 
Best wishes,
 
[My name]"

I do appreciate the guy's honesty as most aren't so up front to say that they are giving someone else a try.  The only two things I can think of is that he's been offered cheaper or that I did a duff clean.  The latter would surprise me as I tend to brush and rinse pretty thoroughly with a decent flow rate and I always brush the sills.  If the price is fair, the work quality is decent and I do present myself in a reasonable manner, I'm baffled.
It does happen sometimes though.  Presumably I sometimes unknowingly get work where the previous window cleaner is equally baffled.

[H20cleaning]

This would annoy me aswell because it makes you question yourself?
However it could be something as daft as his insides might be dirty and he could think its you?
Or she could of fell unexpectedly pregnant and he thinks it you or the milkman?
Or mayby they have promised a family friend the job but just dont want to tell you that?

Just remove and replace

[p1w1]

I think you handled it well, I reckon its its just down to price someone has come along cheaper. I think your price is fair and would just leave and try replace, if they don't like the new person it will only be a matter of time till the next one comes along and they do the same. I find my best customers are ones who are self employed themselves or run there own business as they understand what it costs to run things

[Paul Coleman]

This would annoy me aswell because it makes you question yourself?
However it could be something as daft as his insides might be dirty and he could think its you?
Or she could of fell unexpectedly pregnant and he thinks it you or the milkman?
Or mayby they have promised a family friend the job but just dont want to tell you that?

Just remove and replace

It was the milkman .
No seriously, I reckon that if the price is about right and the frequency (6-8 weeks) is OK, it only leaves work quality.  I realise that I'm asking for an honest answer in a situation that usually doesn't lend itself to honesty - but it would be nice to know.
It may well be something fairly fickle.  I remember I got the job (about 5 years ago, no price increase in that time) simply because the previous shiner allegedly broke a flower pot and didn't tell them.  OK, I agree that breakages should be informed and re-imbursed but it sounded like he wasn't told why either.  Even though I was "more expensive", the fact that I explained WFP in an email went a long way.  Perhaps it's just that they are customers who need to feel that they are getting special treatment - something which I don't generally pander to.  Or it may be something that I just haven't thought of.

[Clever Forum Name]

I wouldnt even waste my time.

We had a customer cancel of 12 years with the same sort of phone message left.

"A local lad is starting up and we want to trial him "

I was like wtf. Whats the point if they are happy with us.

To cut A VERY LONG STORY Short

My missus cuts her hair. I asked to drop it in about window cleaning and find out why we were sacked if it came up.

Her answer....

Wait for it......

Last clean we parked on her drive and not in the street.

So

I give you

THE GENERAL PUBLIC!!!

[supernova77]

Your reply was good.

However - I would have just replied and said "Thanks for letting me know. I have removed you from our customer database".

Once they start messing about what's the point in keeping them?

Andy  

[Paul Coleman]

Your reply was good.

However - I would have just replied and said "Thanks for letting me know. I have removed you from our customer database".

Once they start messing about what's the point in keeping them?

Andy  

It's not so much about keeping or not keeping.  It's more about me knowing if I've messed up in some way.  Mind you, I've about 220 customers who seem OK with what I supply so it may be the (ex?) customer being fickle.  Who's to say for sure.

[dannymack]

David I think that's a brilliant well said email.

Keep us informed if they come back with an answer to that ?
The other winds don't normally last that long and they will be wanting you back !!! 👍

[wfp master]

just reply. ok thanks for letting me know i will take you off my round. no need for all the questions it looks like your desperate to get it back. if hes getting it done cheaper hes  not going to be bothered what you say to him. just replace it & if he comes back to you just say sorry to busy to fit you in.

[wfp master]

]wouldnt even waste my time.

We had a customer cancel of 12 years with the same sort of phone message left.

"A local lad is starting up and we want to trial him "

I was like wtf. Whats the point if they are happy with us.

To cut A VERY LONG STORY Short

My missus cuts her hair. I asked to drop it in about window cleaning and find out why we were sacked if it came up.

Her answer....

Wait for it......

Last clean we parked on her drive and not in the street.

So

I give you

THE GENERAL PUBLIC!!!

correct its one house. if it was a street load i would be asking questions.

[wfp master]

David I think that's a brilliant well said email.

Keep us informed if they come back with an answer to that ?
The other winds don't normally last that long and they will be wanting you back !!! 👍

no need for all that.  just a simple any reason why. if his minds made up reading the email aint going to change it.

[robertphil]

block him from making any contact if i was you, i  never reply to anything like that

 sometimes theyre players , or praps theyve fallen on hard times,either way theyr best shot of

[PoleKing]

It's always nice to get a bargain.
Someone could do exactly the same standard of cleaning for less.
To some people, it's all about the pennies.
If I get dumped, I do like to know why.
In case I'm missing something a number if customers might dislike but stay either out of loyalty or cause they can't find anyone else.
I normally reply with 'could we have done anything to keep your custom'?

It's getting the balance between knowing the reason and looking desperate.
I got dumped the other week, I asked why, he just said we've been really happy with your service but can't continue.
Sometimes youll never know.

[Clever Forum Name]

The problem is the customer will just lie to save face.

Are they gonna tell you Hubby doesn't wanna pay? Times are hard? Only wants a clean here and there? Etc etc.

I never bother asking customers as it's usually a lie.

[AuRavelling79]

I got cancelled today ... a cracker.

This is a "steel house" slung up after the war, ex-council semi that you can't get a mortgage on. It's one on it's own as far as my round is concerned at the Avonmouth end of the Portway A4 which I drive past often and I have semi-trained her but not enough obviously.

It's a "recommend" from her friend that I have cleaned for years and who lives about a mile away. I charged £13 every 8 weeks.

She usually phones at the 7 week point (I don't phone my custies) to ask me when I'm going so she can be in. No probs for about a year and a half, even sucked her gutters out and cleaned them too.

Anyhoo ...

I get there about 3.30pm today and having not received a call I clean it anyway and use my gate ladder to access the back.

4.00 my mobile goes, I'm driving and a message is left saying (no name) ring me on XYZ. I ignore it - no name no answer.

Get home about 4.15 message left on home phone to ring.

I ring and get both barrels - (shortened version)

I don't want you climbing over my gate, I told you that if I'm not in not to do them (like I'm ever gonna accept those terms ...) I'm livid ... there's them gypsies parked opposite (under the M5 motorway bridge - nice area, they probably raise the tone of the locale) and if they see I'm not in they might break in!

Me (deciding this one is going but I'll get my money if I can): Why would gypsies want to break in to your house?

Mrs W: They'll see I'm out if you climb over.

Me: Well the delivery man has slung a package over your gate (metal open railings) for them to see and that hasn't tempted them or me has it?

Mrs W: That's not the point! Why did you do it?

Me: Many of my customers want there windows cleaned when they are out and understand that I can access the back; indeed Mrs W, some of them give me a key or the code to the combination lock but no matter I just thought what would I want if my window cleaner called and I wasn't home and I thought I'd be really pleased he showed the initiative to shine my windows for me. And as I was there 8 weeks to the day, regular as always I thought you might appreciate my efforts, but sadly not.

Mrs W: Well I don't want you climbing over.

Me: But if it's my safety you are worried about, rest assured that the breeze block plinth you have had built is so sturdy you could put the Statue of Liberty on it. It's almost Brunellian in it's stature ... (It really is massive - four breeze blocks on their side in a solid rectangle about 2.4 metres high.)

Mrs W: I'm not worried about safety, that's your look out, I just don't want you climbing over. (afterthought) and there's no need to be sarcastic. (she's got me there)

Me: Ah, I guessed as much, so what do you want me to do?

Mrs W: What reassurance can you give me?

Me: That I'll give you top service; all I ask for in return is reasonableness and prompt payment, how do you wish to do that - on-line or send me a cheque?

Mrs W: I'll pay you over the internet but I'm going to cancel your service; I am the customer and I have the right!

Me: You do indeed; I look forward to your prompt payment forthwith and I'll remove you from my books.

Mrs W: Oh, I'll pay you but I don't want you climbing over my gate.

Me: (Naughtily) I've gathered that - it's the gypsies isn't it? Now perhaps you'll recommend my service to others?

Mrs W: (Click)

   

[Paul Coleman]

THE SEQUEL

Him:

"Hi <My name> - thanks for the reply.
<His wife> has expressed some concerns over quality -
such as water remaining on the windows and the front door.

So - I agreed to give another reputable company a go, to see if she is happier with their result.

many thanks for the reliable service in the past. We have not yet made up our minds to change -
but feel that a healthy competition is a good thing for all.

Price is pretty much the same for both companies - so is not an issue.
both are legitimate companies with good insurance - so it will come down to a quality comparison.
regards <His name>

MY RESPONSE:

Dear <His name>
I just thought I would mention that water being left on the windows is the way that pure water pole systems work.  The water is purified as you know and it's the way I've cleaned your windows from day one. I recall sending you a fairly lengthy email explaining this. The front door I clean manually as I don't want to soak your entranceway.  I do feel that either yourself or <His wife> could have discussed this with me without the need to look elsewhere.   If I were to clean again for you, it would feel a bit stressful as I would be concerned about making even slight errors.  For me, one of the better things about window cleaning is the low level of stress.  Therefore, I have no wish to compete with your new service and have decided to withdraw from the contest.
Regards,
<My name>

[Ian101]

THE SEQUEL

Him:

"Hi <My name> - thanks for the reply.
<His wife> has expressed some concerns over quality -
such as water remaining on the windows and the front door.

So - I agreed to give another reputable company a go, to see if she is happier with their result.

many thanks for the reliable service in the past. We have not yet made up our minds to change -
but feel that a healthy competition is a good thing for all.

Price is pretty much the same for both companies - so is not an issue.
both are legitimate companies with good insurance - so it will come down to a quality comparison.
regards <His name>

MY RESPONSE:

Dear <His name>
I just thought I would mention that water being left on the windows is the way that pure water pole systems work.  The water is purified as you know and it's the way I've cleaned your windows from day one. I recall sending you a fairly lengthy email explaining this. The front door I clean manually as I don't want to soak your entranceway.  I do feel that either yourself or <His wife> could have discussed this with me without the need to look elsewhere.   If I were to clean again for you, it would feel a bit stressful as I would be concerned about making even slight errors.  For me, one of the better things about window cleaning is the low level of stress.  Therefore, I have no wish to compete with your new service and have decided to withdraw from the contest.
Regards,
<My name>

class reply !! 

[AuRavelling79]

Nicely done - pearls before swine, but nicely done.

[Ian101]

THE SEQUEL





many thanks for the reliable service in the past. We have not yet made up our minds to change -
but feel that a healthy competition is a good thing for all.

FFS its a window cleaning bill !!! hardly a huge purchase that deserves the time thinking about ........... my guess is that there retired and prob retired business people who come out with such dross lines ... healthy competition !

[deeege]

THE SEQUEL

Him:

"Hi <My name> - thanks for the reply.
<His wife> has expressed some concerns over quality -
such as water remaining on the windows and the front door.

So - I agreed to give another reputable company a go, to see if she is happier with their result.

many thanks for the reliable service in the past. We have not yet made up our minds to change -
but feel that a healthy competition is a good thing for all.

Price is pretty much the same for both companies - so is not an issue.
both are legitimate companies with good insurance - so it will come down to a quality comparison.
regards <His name>

MY RESPONSE:

Dear <His name>
I just thought I would mention that water being left on the windows is the way that pure water pole systems work.  The water is purified as you know and it's the way I've cleaned your windows from day one. I recall sending you a fairly lengthy email explaining this. The front door I clean manually as I don't want to soak your entranceway.  I do feel that either yourself or <His wife> could have discussed this with me without the need to look elsewhere.   If I were to clean again for you, it would feel a bit stressful as I would be concerned about making even slight errors.  For me, one of the better things about window cleaning is the low level of stress.  Therefore, I have no wish to compete with your new service and have decided to withdraw from the contest.
Regards,
<My name>

I quite liked your reply until the bolded part where you make yourself sound a bit like a crybaby!