[lee_dewing]

Got a customer, had for 10 years

Access never a problem

Now it is big iron gate

So text customer evening before
To unlock gate

This has changed into hiding a key outside for me to unlock
Still ok

So asked them to leave key under ornament

I unlock gate and lock gate and key through letterbox

Now getting what time will you be here 🙆🏻‍♂️ When I text

They were on holiday when I was last in the road so I left it

When they returned from holiday they text me to say they were back

I didn’t respond to that text, lesser of 2 👿 evils

Bumped into customer today while working in another area

There friends with a customer I did today

Got put on the spot when I’d be around told them I’m behind schedule,

Put him on the spot and asked for a key

Surprise surprise
Subject changed

How would you handle this customer

I don’t mind texting regarding gates
But really dislike customer’s who make something so simple so difficult

3 bed semi on a monthly basis

Am I a grumpy 😡 old g1t 😁

Ps we need the ☔️ rain

[lee_dewing]

Feel harsh to dump and clean four of there immediate neighbours

Thinking of keeping texts brief
Not responding to what time texts

As one text seems to lead to another 🤦‍♂️

[Smudger]

Just arrange for a copy of the key - got several that make us a copy or they use padlocks with a code and supply that,

Even got the odd posh customer with electric gates and have the entry code - no drama

If the arrangement is for key to be left out, but don’t either drop them or make it clear it’s front only @ full price

Darran

[Spruce]

Unfortunately this is not going to get better.
People are more conscious of security. You can't blame them.

We have a long a frame step ladder which will go over most of our customer's standard gates. A couple we have to phone first thing in the morning before they go to work to remove padlocks where we can't get over and that seems to work well.
Another customer has built an extension at the back and the only access to her back is through the garage. She's there on a Monday so that's the first call of the week.
Like Darran we have a couple of coded padlocks with the number and we also have the code to open an electric gate.

I also have a key to all the gates of the local school we clean once a year. When the job comes up I can come and go as I please.

You just have to make a plan and preorganise the day. We have found that I'm having to deal with this type of thing more and more in the morning. At one time it was a couple of houses, now its around 10 to15% of the round where we have to take some action with regard to locked access.

Many years ago one of the local lads dropped every customer who had a locked gate. He soon replaced them but he says he wouldn't do that now. He wouldn't have enough work left and there's too much competition now.
 

[nathankaye]

You've asked several times about a key and been blanked or excuses given. It sounds like you want to give them last one try. If this is the case, just let them know that you are not able to give a time and this is why the key is very helpful. After that, then you need to dump and replace, but I think you already know this

[Stoots]

text for key to be left out, if they dont just do the front

if they keep forgetting and it bothers you then dump them but if you are doing neighbours may as well do the front

[Splash & dash]

Ask for a key , if they won’t give you one say sorry I can no longer accommodate you due to access issues , not worth wasting time on   Dump and replace with better priced and easy access job , simple

[nathankaye]

Sadly, for ones like myself who have been in this trade for a good number of years, we have come across this maybe a handful of times. Customers circumstances and thinking naturally can take a different turn in life and when it comes to being a great or good customer, sadly they can become a messier or a troubled customer.
Some should have the benefit of the doubt and others not so.  If these were newish customers you would probably just replace without the need to ask, but in this case you may feel a false sense of loyalty to them.  However its just business, are they now good for business or not? If not, make a business decision and move on 👍

[Spruce]

Sadly, for ones like myself who have been in this trade for a good number of years, we have come across this maybe a handful of times. Customers circumstances and thinking naturally can take a different turn in life and when it comes to being a great or good customer, sadly they can become a messier or a troubled customer.
Some should have the benefit of the doubt and others not so.  If these were newish customers you would probably just replace without the need to ask, but in this case you may feel a false sense of loyalty to them.  However its just business, are they now good for business or not? If not, make a business decision and move on 👍

Excellent advise here. But I would also talk to the customer and explain why you can't do them. Don't leave them out of your conversation loop and they then can't slag you off for not being accommodating. It also lets you talk to them at any time in the future and leaves the door open to the possibility of future business.

We had an older lady wanting her and her sons windows done exactly every month but we weren't to clean them if it was going to rain. We parted ways on good terms as I explained that wasn't possible. Whenever I saw her I always asked how she was etc.
She stopped me in the street about a year later and told me that she had recommended me to 4 others in the next village despite us no longer cleaning her windows.

[Smudger]

well done ! perfect wy to deal with customers

Darran

[lee_dewing]

Thanks everyone

Good posts 👍

As said happy to text instead of having a key

But it’s all the what time will you be here?   crap

Basically you don’t like leaving gate unlocked when your not there.

So as wisely said in one of posts

Next time I get the what time text

I will reply with not sure
If you’re not happy to leave the gate unlocked I’ll just do front

Otherwise give me a key

I don’t like customer’s that think there your boss.

Also had other customers that see you in the road and ask you to do there’s first as there going out and want to lock gate or mowing the lawn

Maybe I’m just a miserable sod

Don’t like pushy people 🙆🏻‍♂️

Thanks everyone 👍

[Smudger]

Thanks everyone

Good posts 👍

As said happy to text instead of having a key
But it’s all the what time will you be here?   crap
you must have a rough idea on time you will be there - ok you might not like being tied down to an exact time but its easy to specify between 10 and 11 am surely ?

Basically you don’t like leaving gate unlocked when your not there.

So as wisely said in one of posts

Next time I get the what time text

I will reply with not sure
If you’re not happy to leave the gate unlocked I’ll just do front

Otherwise give me a key

I don’t like customer’s that think there your boss.
but they are ! - no customers no business - perhaps I just see it differently

Also had other customers that see you in the road and ask you to do there’s first as there going out and want to lock gate or mowing the lawn

Maybe I’m just a miserable sod

Don’t like pushy people 🙆🏻‍♂️

Thanks everyone 👍

[lee_dewing]

but they are ! - no customers no business - perhaps I just see it differently

No difficult customers, better round.

Maybe I’m wrong here smudger
But I thought being self employed meant being your own boss

I don’t think you should let customers dictate

We offer a service a very cheap service in comparison to other trades people

But We have to fit in say 10 + jobs a day
(Inset your own number of customers)

Giving times and some on here give next clean dates too

Isn’t for me
Basically customer doesn’t want to give me a gate key because they don’t trust me

Ok
I text them to unlock gate

Still not happy with that

Ask them to leave key out hidden

seems now they want to open and lock gate while I’m there

That’s too much like hard work

But that’s my opinion

Opinions aren’t fact

Lee

[lee_dewing]

Forgot to add that in the past I have
Bent over backwards for customers

In the end they come and go

As Nathan said mislead loyalty

Either good business or bad business 👍

[Smudger]

ok then Lee - follow what some say on here - drop a customer for this, that and anyone who looks at you side wides  - so your self employed - big deal - you've changed one boss for hundreds albeit for 15 to 30 minute segments

How important do you think window cleaning is ? - will the house fall down if it's not done NO - we provide a service and a service that on the whole has no value - were not repairing broken tiles, plumbing etc.....

that's not to say you can't make really good money, and certainly don't have to put up with being spoken down to or people being rude, however if you can accomadate a  reasonable request then its in your interest to do so,

we have a fair number of 'widows' on our books, they find it tough to clean the kitchen window inside due to the sink/worktop  its no issue to pop in and clean that once in a while - I half expect some on here would rather stick 2 fingers up and say that the customer is a messer.

yes unlike most we run four/eight weeks to the day with dates provided - my background meant I could only stay sane working this way - customers love it - I love it

Darran

[nathankaye]

Why do some feel the need to have a pop or moan at the opinions or stance that some wish to take with their business, as if they have all the right answers?

Yes this is overall a very simple service which we offer, because thankfully people on a whole can't be arsed to clean their own windows for whatever reasons. This, thankfully offers an opportunity to provide a service at a cost........... This is where, the simple/humble window cleaner steps in!  Some would like to keep it simple as well and offer a small window of flexibility. In this case, it's the issue of accessibility.  A text has been agreed to be sent to give notice but this is constantly changing, flexibility has to be two ways and if not a business decision can be made to either continue or replace with less difficult work. Its that simple. It's not a question of just popping inside to quickly clean a kitchen window or not

[Stoots]

Decide how you want to work then find customers who fit the way you want to work.

I personally don't do insides at all. I hate them, plus when I schedule a day's work it's for a full days wfp cleaning so anything that slows me down does my nut.

I text the night before and I don't expect any "what time" or "can you come another day" or any such crap.

Dump them and get one that has them cleaned regularly without fuss and with prompt payment.

I understand as a larger business you need to be a bit more lenient with regards access issues and other such small inconveniences as at the end of the day you want to grow and dumping customers left right and centre is not really on. But then you are likely not the one doing the cleaning.

But certainly as a one man band you should be aiming to have a round the suits you not the customer.

[Smudger]

because its on the board - so it appears to be a major concern - if the customer is a pain - don't clean - move on

its an opinion - no moaning or having a pop

Darran

[Smudger]

Gomo - Thats the way I have always been - from the outset - strict schedule - many customers when I canvassed said the number one thing that p!ssed them off was never knowing when the windows were going to be cleaned  - that just happens to suit how I set my rounds up

we don't get - what time and certainly don't get come a different day - maybe now and then we miss someone due to building works but to my recollection they have always rung us up days before being due.

Darran

[Splash & dash]

I totaly agree with others comments I run my own buisness the reason I do that is exactly that I want to run it how I want not be dictated to by the customer , I dont and won’t txt them we turn up every 4 or 8 weekly sometimes a bit late if weather is bad or been away on holiday , if there windows are a bit late being cleaned most are ok with that it’s not life threatening if they arnt done exactly on time , commercial work is a bit different it’s-done  on the day it’s due come hell or high water , we are always willing to be reasonable with customers if they are having building work done or decorating done and the windows cannot be done that’s fine no problem but we won’t be mucked about with looks like it might rain or they arnt to bad leave them this time , I have staff to pay and bills to pay if 50% of customers behaved in this way I would have no buisness or income when quoting I always stress it’s a regular clean that they are signing up for if they then go back in that or much us about they are dumped as they have gone back on the original agreement, some good customers can become bad customers , but if we dump them it’s always done  politely and we will never go back that’s bad  buisness in my books and it’s worked for us for 20 years expanding year on year this is just my personal view and experience