[DP365]

Any one got any decent ‘polite’ replies (that won’t lose the customer) to customers asking to leave it till next time

Thanks 👍🏻

[Jonny 87]

I just say “no problem”.

If it happens a few times, I’ll debate within myself if I want them as a customer.

Usually I’m  Not fussed, so just don’t go back unless they ask me.

Then I make the point of saying “I’m Fully booked up today, but I can put you back in the regular schedule for next month”? That makes the point that they can’t just hop in and out whenever they feel The need.  If they continue messing about after that I just say I can’t take hem
On anymore as I’m
Too busy with regular customers. If they wanted to come back in it would need to be regular.

[Shrek]

Hi , yeah that’s no problem- I do have a lot of customers that are already on an every other month schedule and they pay an extra 50% but saves money over the year compared to a monthly clean. Would you like me to change you over to the every other month schedule?

[nathankaye]

Same as above answers. Sure it can be annoying and even frustrating but I do expect a very small percentage of my customers doing the same this month as they have all had 2months of spending.  Since having windows cleaned is a luxury and not a necessity (esp 4wkly cleans), then I expect it to happen.  As long as it isn't a regular thing then I dont mind but if it becomes more than a one off I simply thank them for their custom and explain I can not operate my business that way and suggest they employ another cleaner who can.

[Marc Stock]

The odd one or two occasions for me i dont mind.

More than twice in the same year and they get removed.

[dazmond]

Any one got any decent ‘polite’ replies (that won’t lose the customer) to customers asking to leave it till next time

Thanks 👍🏻

i had one yesterday.lovely old couple and i usually get a brew.my reply?"no problem!see you next time!".

they ve never skipped a clean that i can remember in years and years plus the weather was pretty grim so i was glad to be finishing a bit earlier.

[Johnny B]

This happens to me quite a lot, but as I have a good sized customer base I don't have a problem if they are good payers and I still make enough from them during the year to make keeping them on the books viable.

If they do it 2-3 consecutive times I just tell them to call me when needed and I'll fit them in around my regular work.

John

[G Griffin]

Why say 'no problem' when it can lead to the  problem of you sacking them if it happens again?
I think it gives them the wrong impression.
I think they need a good reason and/or need to be otherwise good long term customers to get a pass
If I need to I ask 'why' and take it from there.
They only get a 'no problem' if it applies to them.

[dazmond]

Why say 'no problem' when it can lead to the  problem of you sacking them if it happens again?
I think it gives them the wrong impression.
I think they need a good reason and/or need to be otherwise good long term customers to get a pass
If I need to I ask 'why' and take it from there.
They only get a 'no problem' if it applies to them.

to these lovely elderly customers griff its "no problem" for me to skip a clean.(salt of the earth types).no reason was given but i suspect her husband is not well.(he has to have kidney dialysis from home and hes got osteoporosis)shes got her hands full for sure.

[G Griffin]

Why say 'no problem' when it can lead to the  problem of you sacking them if it happens again?
I think it gives them the wrong impression.
I think they need a good reason and/or need to be otherwise good long term customers to get a pass
If I need to I ask 'why' and take it from there.
They only get a 'no problem' if it applies to them.

to these lovely elderly customers griff its "no problem" for me to skip a clean.(salt of the earth types).no reason was given but i suspect her husband is not well.(he has to have kidney dialysis from home and hes got osteoporosis)shes got her hands full for sure.

I didn't mean this type so much, Daz.  With some you just know that it's a one-off or that they must have good reason to cancel. 
I meant why say 'no problem' when there could be one?   Illness-and the like- in the family is a 'no problem' from me too.

[AuRavelling79]

I don't keep customers who postpone without an exceptionally good reason.

Who wants to turn up with a feeling in their stomach that they might get turned away on a whim?

Crazy.

[Stoots]

I don't keep customers who postpone without an exceptionally good reason.

Who wants to turn up with a feeling in their stomach that they might get turned away on a whim?

Crazy.

I think that's a good point.

I'm sure we've all had/got customers that give us that "uneasy" feeling. Whether they are just not pleasant or you feel like they don't want you there etc .

It's not nice working for customers who give you a nervous feeling, I have a few where I don't like going, ones where you think "oh not her again" and you feel a sense of relief when that jobs done.

[dazmond]

I don't keep customers who postpone without an exceptionally good reason.

Who wants to turn up with a feeling in their stomach that they might get turned away on a whim?

Crazy.

it very rarely happens and usually when it does happen im relieved that ive got one less job to clean that day so i can finish earlier esp in the winter months.

it evens itself out as ill usually pick up a new window cleaning job or an add on job the next day/week later so its swings and roundabouts really.

[Johnny B]

I don't keep customers who postpone without an exceptionally good reason.

Who wants to turn up with a feeling in their stomach that they might get turned away on a whim?

Crazy.

it very rarely happens and usually when it does happen im relieved that ive got one less job to clean that day so i can finish earlier esp in the winter months.

it evens itself out as ill usually pick up a new window cleaning job or an add on job the next day/week later so its swings and roundabouts really.

It really doesn't faze me at all if I get a 'not today'. I would rather someone be honest enough to tell me that they want me to leave them on occasion than to resent me for forcing them to accept an unwanted clean.

I may sound crazy, indeed I may even be crazy, but I am happy, and my customers are happy. That is all that matters.

John

[DP365]

Cheers Guys...
Is the Bane of my life lol as all customers require a text NB4 these days if you get a decent few drop off is very difficult to recouperate the loss. I think train them to begin with, set it out in stone is the way forward if you can but if like me then you take it on the chin and say no problems see you next time... Better four cleans a year than no cleans I guess...! Tell you what though sign up all Customers GoCardless on an 8 x per year no quibble agreement and your business is a little gold mine... Oh if only haha. Good luck fellas 🤪

[dazmond]

Cheers Guys...
Is the Bane of my life lol as all customers require a text NB4 these days if you get a decent few drop off is very difficult to recouperate the loss. I think train them to begin with, set it out in stone is the way forward if you can but if like me then you take it on the chin and say no problems see you next time... Better four cleans a year than no cleans I guess...! Tell you what though sign up all Customers GoCardless on an 8 x per year no quibble agreement and your business is a little gold mine... Oh if only haha. Good luck fellas 🤪

what frequency are these customers on mate?

[G Griffin]

'Not today' is not good enough reason.
Building work, death or serious illness in the family, on holiday and access problems etc. are.   
Accepting an any old 'not today' can set a bad precedent. Word can easily get round. 'Oh I always cancel in January; why don't you?'
Even if someone is straight enough to admit they are skint, I always give them the option of paying when they're not. Their reaction is always an indicator of much they value your service.
If anything they should have the uneasy feeling of risking losing a good window cleaner without good reason.
If they don't think you're worth that, they're not worth having.

[tlwcs]

Cheers Guys...
Is the Bane of my life lol as all customers require a text NB4 these days if you get a decent few drop off is very difficult to recouperate the loss. I think train them to begin with, set it out in stone is the way forward if you can but if like me then you take it on the chin and say no problems see you next time... Better four cleans a year than no cleans I guess...! Tell you what though sign up all Customers GoCardless on an 8 x per year no quibble agreement and your business is a little gold mine... Oh if only haha. Good luck fellas 🤪

4 cleans a year better than none? I beg to differ.
It all about time for me. Customers are a space in your day to earn from, if you don't they're not a customer. You will earn more by replacing them with someone who uses you 10  times a year
Don't keep cr4p. Drop them or even give them your competitions phone number, let them mess with them.
If you don't value your time no one else will
Tony

[Johnny B]

'Not today' is not good enough reason.
Building work, death or serious illness in the family, on holiday and access problems etc. are.   
Accepting an any old 'not today' can set a bad precedent. Word can easily get round. 'Oh I always cancel in January; why don't you?'
Even if someone is straight enough to admit they are skint, I always give them the option of paying when they're not. Their reaction is always an indicator of much they value your service.
If anything they should have the uneasy feeling of risking losing a good window cleaner without good reason.
If they don't think you're worth that, they're not worth having.

I see your point about word getting around and setting a precedent, and offering to allow payment when they have it.

The reason most people skip a clean is quite possibly that they can't spare it to pay us, so rather than admit it or get into debt with us, some people give all sorts of reasons because they are too embarrassed to tell the truth or are the sort of people who don't like owing money.

If they take up the offer of paying later, then something comes up in their lives causing them to struggle to pay, that caused another issue and they're on the way to getting dumped.

Hence, I would rather a customer skip a clean occasionally to save themselves money than for me to lose them altogether or be chasing them for payment As long as I can make money from them over the course of the year I really don't see the occasional postponement as a problem.

John

[Stoots]

I'll tell you what, in theory this job should be easy, the reality is it can be a ballache if you don't have the right customers. And even if you do it never runs smoothly, there's always one to ruin your day with a not today etc.

We might be able to earn good money, but we deserve it with all the crap we have to put up with at times, bad weather, bad custys, it's not all roses is it