[WGB]

Had a complaint from a custy today that employees scrached glass, its on insides and scrapes are at top of glass in straight lines going up and down on 3 different panes according to employees, has been a customer for over a year with no problem, going to look at it tomorrow, any tips or advice before i go? Thanks Wayne

[Bungle]

Any advice? Ask your blokes if they cleaned the insides. If they didn't Bobs your auntie.

[WGB]

We do insides each time

[bobplum]

Im his uncle

[Smudger]

If yours guys did it then pay for a replacement - simple as that.


Questions for you are,  was this bad workmanship, did the person in question not clean the window as they were trained to do ? If not, have you got a Claus in their employment contract that they pay for replacement of damaged glass ?


Darran

[WGB]

No smuger dont have that in contract but sounds like a good idea, but what im gettin at is how can i be sure it was them as havnt had to deal with this kind of complaint before

[Smudger]

How can you be sure it wasn't, it's all about probability,  you clean the insides and the insides are now damaged,  you can look and make your own mind up whether this customer scratched them or not, had scratches been there before you cleaned the glass this should have been noted and shown to the customer.

Tread carefully, because any reluctance on your part may very well come across as saying the customer is a liar, remember there are two sides to every story - then there's the truth !!

Please don't go down the you can't prove it road..  It's all about probability, if you want to keep the customer then pay up, you'll soon recoup the cost by keeping the customer, or put two fingers up, walk away, and lose a customer, have a dirty mark on your reputation, and not resolved the problem of why a worker scratched the glass.

This crops up from time to time, it happens, been there, done it ( well staff have ) use this experience to improve your t's and c's with staff and their training and customer relations

Darran

[colin bird]

How can you be sure it wasn't, it's all about probability,  you clean the insides and the insides are now damaged,  you can look and make your own mind up whether this customer scratched them or not, had scratches been there before you cleaned the glass this should have been noted and shown to the customer.

Tread carefully, because any reluctance on your part may very well come across as saying the customer is a liar, remember there are two sides to every story - then there's the truth !!

Please don't go down the you can't prove it road..  It's all about probability, if you want to keep the customer then pay up, you'll soon recoup the cost by keeping the customer, or put two fingers up, walk away, and lose a customer, have a dirty mark on your reputation, and not resolved the problem of why a worker scratched the glass.

This crops up from time to time, it happens, been there, done it ( well staff have ) use this experience to improve your t's and c's with staff and their training and customer relations

Darran

I don't employ,but. Have to say that sounds spot on advice

[WGB]

Thanks smudger great advice. 

[Smudger]

I try my best


Darran

[Smurf]

To cover myself from "You scratched my glass brigade" I always point out to customers any obvious damaged beforehand and also get them to sign a scratch glass waiver to cover my own arse.

Some may just try it on knowing full well the scratches have been there before and others may have not noticed until the glass has been cleaned properly.

The amount of people say to me when I point the scratches out "Oh yes that was done by the other cleaner " is unreal. Some may have done it themselves whilst decorating trying to remove paint splatter etc from the glass or a builder/painter & decorator may have done it and kept quite as they do.   

Do I go around replacing glass if I know I have not damaged it myself like fook do I but that is just me.

[paulben]

Had a customer accuse me of scratching  a window with a ring she wouldn't believe a word I said till showed her I never wear a ring at work I think it looked like her son rested a rake against window . Think I scratched 1 once told customer and offered to pay she wouldn't believe it was me and blamed the painter . But I did clean for free.

Does the scratches  match up with squeegee widths If it does pay up and bollock employee

[M & C Window Cleaning]

Had a customer accuse me of scratching  a window with a ring she wouldn't believe a word I said till showed her I never wear a ring at work I think it looked like her son rested a rake against window

I had a very similar experience. looked like someone had hit the window with a broom handle that had been stood on the floor and got grit on it to me. I was verbally attacked from the get go which shocked me as the lady had previously been very pleasant. I pointed out that the tools we use are professional tools and are made from materials that is very difficult to scratch glass with. I offered my tools to her and said if you can scratch your window again with them then I'll pay for the replacement. She then changed her argument and said that someone told her I'd probably done it with my ring. I pointed out that unless the ring had a sapphire or diamond in it, it was not possible and my wedding ring was plain gold. Needless to say I lost the customer. Wasn't sorry to see her go as she was so nasty

[slap bash]

If you employ staff, have a day book and tell them to fill in any scratches they might see.  I only have one scraper in each van so must log it if its used in what house address and what window.

[tonyoliver]

they are  just trying it on,
can you ask lee scratch perry for advice....... google and you'll find him