[chrismroberts]

I had a customer do this the other week. I knew as soon as I'd canvassed him he'd cause problems...

The day I did his windows it was raining in the morning, but brightened up and was fine for the rest of the day, so I went and did his windows and a few others on the road.

He wasnt in, so I called back to collect and he said "tell me, just how did you do my windows when it was raining ALL day on the day you came?"...... I assured him that it had brightened up and that I wouldnt have done them in the rain.  But (bizarrely as he wasnt even there on the day in question) he wouldnt have it and asked me to leave it until February. I said "no problem"... but then kicked myself cuz he was always dodgy about paying anyway! Don't think I'll go back..... :S

Chris

[Helen]

Our confirmation of terms letters to new customers explains we work all year round, we do work in the rain and should we be turned away from a scheduled clean, there will be a 20% surcharge against the next clean. Has stopped the majority of cowboy customers before they can start!! Still get the odd few though trying it on, but they don't last long.....

[S_RICHARDSON]

Never thoght of givin t&C's to customers sounds good to me!!   

[supernova77]

Helen,

Is there any chance you would be able to email me a copy of your new customer terms and conditions?

My email address is: andy@scs.uk.com

Many Thanks,
Andy

[neil100]

I recieved a cheque today from a customer whos windows we cleaned on Tuesday.  

He thanked me and said he would give me a ring when he wants them cleaning again.

He needs Educating on how I run my Business. A phone call to him is Imminent.

He only has them cleaned on a Bi-monthly clean, Six times a year on average. I do not clean to order, I only clean to a  timed schedule. So its my way or the highway.

Thanks but No thanks.

Nel.

[windows_chepstow]

Nel,

I've recently had exactly the same.

Don't waste your time.  Don't phone him.  He's a 'lost customer'.

If you phone him now; he's pre-warned he's lost his window cleaner and will go looking for another before his windows get too dirty.

Just wait for his phone call, agree to clean his windows; give him a date if you like; and don't turn up.

Mess him about a bit!

If he collars you to complain, just explain that your priority is to provide a top service to your regular customers; and he's not one of them.

I've recently wound-up a rude customer who did similar and never did get round to doing her windows, despite her being desperate to get them done.

I had told her I'd do them the next time I was in the area, but didn't; then around two months later she saw me, give me a big smile (she never usually; just the opposite) and asked if I was doing her windows today.  I smiled back and said, 'Not this month' (which is what she told Wor Lass some months prior).

She turned smartly to the right and marched off in the huff.

Lo and behold, I saw a 'for sale' sign outside her house last week!

Now I know why she wanted me so badly.

I really dislike these sort of people.  It just seems so 'sneaky' and 'urine extracting' when they try to change the terms and conditions on you.

Drop 'em.

[Mr. S]

Hi HELEN

Any chance of emailing me a copy of your terms and conditions too.

This could b an essential tool for me next year, as i want to improve my service in all areas!

craig_riverside@yahoo.co.uk

Many thanks

[craig jwc]

Me too for terms and conditions please - Need to re-do mine

Craig

[P®oPole™]

Hi riverside,

Were abouts in Herts are you mate?

ProPole

[john tomkins]

I got a customer who agreed a £15  4 weekly clean and when rang her to leave her gate unlocked said "they are still clean from last time, I'll ring you when I want them done next''    she is now 2 weeks over and still haven't heard anything, I thought about ringing to dump her coz it's winding me up now,
then again thought about when she rings, go do em anyway quick brush over, take the money and run, not my usual service I assure you but maybe it's a loser long term anyway!

[Paul Coleman]

I got a customer who agreed a £15  4 weekly clean and when rang her to leave her gate unlocked said "they are still clean from last time, I'll ring you when I want them done next''    she is now 2 weeks over and still haven't heard anything, I thought about ringing to dump her coz it's winding me up now,
then again thought about when she rings, go do em anyway quick brush over, take the money and run, not my usual service I assure you but maybe it's a loser long term anyway!

Once this sort of thing has happened a number of times, you just seem to get de-sensitised to it.  My solution is to charge a lot more for first cleans.  If they decide they don't want my services again, I haven't really lost out too much.  If they want a regular clean then fine.  The bit that does p me off though is if they wait until I turn up to do the second clean before cancelling.

[Londoner]

I like the term "Cowboy Customers" I think we should make that a recognised expression because its so true.

I am at the moment canvassing up a whole new round and when you pick up one customer in a road where everyone else already has a window cleaner you have to ask yourself why. Several of my new customers are playing up already but I expected it and it hasn't taken me by suprise.

In the winter its harder to get round so being able to drop a few customers till the spring is not such a bad thing. It can work to your advantage provided its done with your agreement.

Now I am using WFP I am moving a lot of customers to 6 weeks anyway because the windows don't need cleaning that often and I am canvassing up a load of new customers at a higher price to fill the gaps.

How I ever coped before George I can't imagine.

[ray l]

Don,t worry too much about these people because ,

1) with shorter working days in winter it,s hard to fit every one in .

2) if you fill there place during the winter its probably with a better customer.

3) I had one or two do that last year but havn,t said a word this year.

ray

[master cleaner]

Hi Helen
could you send me a copy please thank you

gary

[Allways Cleaning]

Helen, could i trouble you too.
Kind regards
Paul

[Mr. S]

Hi riverside,

Were abouts in Herts are you mate?

ProPole


North Herts, why dyou ask?

[Scrimble]

I had a customer once who made me laugh, basically the wife rang me up and asked me to come round and give her a price etc, I came round in the evening and gave her a price and told her i would fit her in with the rest in the area which werent due for 2 weeks,

2 weeks later I arrive and put the ladders up and husband comes to the door, "erm, not this time mate" Why?!?! i say, "There not dirty yet" I think to myself Yes they f***ing are and tell the husband that i havnt even done them yet,

wife comes to the door and tells the husband to get back inside and for me to carry on.

Me thinks that my window cleaner to customer relationship isnt going to last long in this case.

[Paul Coleman]

I remember one person some years ago who cancelled for Winter and asked me to come back in Spring.  I was in a bad mood that day and said "Any particular year?".  I didn't go back.

[wimbledonhandyman]

Hi Helen

I'm just in the process of setting up wc'ing as an alternative to what I do so would be interesting in the T&C bit. Any chance of a look as I want to set up as I mean to go on?

Cheers - Steve

ps to all you that contribute to the various threads, I'm reading them all and it makes pretty interesting reading as a newbie - keep it up as its answering most of my Q's

[Mr. S]

Cheers Helen once again!

One afterthought do you get customers to sign terms and conditions? If so what steps do you take to enforce them?

Cheers Craig
(ps not working today cos not very well, just in case you thought i was skiving)