[simon knight]

I do a terrace of 8 2up 2down houses bi-monthly and tomorrows the day. They've all been as good as gold...until now! Suddenly the woman at number 32 said " They look ok at the moment I'll pass this time round".  I'm tempted to drop her but she's really matey with the other 7 and I've a sneaky feeling that I'll lose them as well if I drop her. On the other hand I don't want them getting ideas from her about "Not this time round thanks".

Any thoughts?
 

[DaveBrown]

I would use a "three strikes out" with her. If it happens three times then tell her so and explain politely that the price you charge is for a regular maintainance clean and if she wants them cleaning only as and when she will be charged accordingly.

Dave

[pjulk]

I would clean the others and if she says anything i would say.
I'll pass this time round.
Just as she did.

I don't mess about with them with me its 1 strike and there gone.

Paul

[H h20]

Simon,i do work to suit me and if customers start to give regular excuses i drop them,it is my business that will suffer from having cr@p customers so i move on and eventually it pays off,
build your work to suit you,there are so many windows out there that are not being cleaned that people WANT cleaning and having customers like that you are on to a winner  ,Gaz

[Paul Coleman]

I do a terrace of 8 2up 2down houses bi-monthly and tomorrows the day. They've all been as good as gold...until now! Suddenly the woman at number 32 said " They look ok at the moment I'll pass this time round".  I'm tempted to drop her but she's really matey with the other 7 and I've a sneaky feeling that I'll lose them as well if I drop her. On the other hand I don't want them getting ideas from her about "Not this time round thanks".

Any thoughts?
 

I've had this problem before and learned from it.  One started it, then two would start skipping regular cleans, then a third joined in.  Then I got sick and hardly worked for six months.  Guess who dropped me?  The unreliable ones in that group of work.  The others were fine about it (I wrote to all my customers by mailshot).  Guess who got asked to restart their window cleaning when they got let down (presumably because they messed the next guy around)?  And finally, guess who said no. LOL.
I had a situation once where some women was a real pain (this was somewhere else).  I did three jobs around there.  After I dropped her (and I was perfectly polite about it) she kept hassling me to clean her windows whenever I was around.  In the end, I told her two newighbours what was going on and that I could no longer clean for them as she was doing my head in.  Maybe that's not a helathy way of doing things but I have enough stress in my life without aggro like that.

[macc]

Same here, if a customer says not this time & its not a valid reason, they are dumped.

I had only one last year, about 3 months ago, husband came out & said not this time, a lazy fat git that does nothing, i explained i dont offer that service but he decided to have selective hearing, DUMPED. He always got on my nerves, the last thing he said "see you next time".

Anyway, he came out moaning this week while i was doing either side that i have missed his out. "Thats right" i said, "you cancelled". "No i never" he said, "Oh yes you did when you came out & said not this time". STILL DUMPED. 

Macc

[H h20]

Same here, if a customer says not this time & its not a valid reason, they are dumped.

I had only one last year, about 3 months ago, husband came out & said not this time, a lazy fat git that does nothing, i explained i dont offer that service but he decided to have selective hearing, DUMPED. He always got on my nerves, the last thing he said "see you next time".

Anyway, he came out moaning this week while i was doing either side that i have missed his out. "Thats right" i said, "you cancelled". "No i never" he said, "Oh yes you did when you came out & said not this time". STILL DUMPED. 

Macc

Love it,that`s ace  ,Gaz 

[simon knight]

OK guys thanks for the input.  I'm going to take a chance and dump her.

One of things can happen: 1) The others will think "If I want to keep him I'd better not mess him around".  2) They'll show solidarity and all dump ME.

I think you guys are right, you have to have a working practice and stick to it because if you start making exceptions where does it end?

Thanks again and good weekend.

Simon

[Paul Coleman]

OK guys thanks for the input.  I'm going to take a chance and dump her.

One of things can happen: 1) The others will think "If I want to keep him I'd better not mess him around".  2) They'll show solidarity and all dump ME.

I think you guys are right, you have to have a working practice and stick to it because if you start making exceptions where does it end?

Thanks again and good weekend.

Simon

It's a situation where you will probably gain.  If you keep her, you run the risk of getting a number of bad customers.  If you dump her, it will either prevent the others messing you about or you will lose them.  Bear in mind that, by my terms, they are already pushing it a bit by the fact that they are small properties on bi-monthly.  I always found bi-monthlies a pain anyway and no great loss - but you may feel differently about it.

[simon knight]

To be honest Shiner I don't like to lose any customers but in this case it won't kill me if they go elsewhere, especially as they all work and can only be done on saturdays.

[windows_chepstow]

The others will think "If I want to keep him I'd better not mess him around". 

I bet you a fiver this is what'll happen!

[simon knight]

The others will think "If I want to keep him I'd better not mess him around". 

I bet you a fiver this is what'll happen!

I'll let you know.

[Paul Coleman]

To be honest Shiner I don't like to lose any customers but in this case it won't kill me if they go elsewhere, especially as they all work and can only be done on saturdays.

So hang on a minute.  They are bi-monthly.  You don't have adequate access so they dictate when you can do them.  They are small properties.  Unless you are still urgently needing the work, it's a no brainer I think.

[pjulk]

especially as they all work and can only be done on saturdays

That would be enough for me to dump the lot anyway.
Myself i won't take customers on if they try and dictate a day.

Paul

[simon knight]

I don't have a problem with them only wanting saturdays as I generally work saturdays to fit in with full-time workers.

But the more I've thought about it the more irritated I've become. From here on I'm definately dumping any "not this time round" merchants.

Anyway it's all academic as it's peeing down and I'm not doing any of them today.

[cherubs cleaning]

drop her

[Londoner]

Just to take the opposite view, What she is probably saying to you is "I'm Skint, we spent all our money on Christmas and now my purse is empty an I can't pay you"

If thats the case just let it go and don't give it too much thought. I am sure we have all been skint ourselves in the past.
The trouble is that they are too proud to tell you the real reason and so they come out with excuses.

[neil100]

Drop Them.

I droped a customer on thursday, £14.00. I knocked on her door for her to open the back gate. As she answered the front door it just started to drizzle,she screwed up her face and said can you miss me this time.

That presents you with a problem I said. I missed you last time because you did not want them doing. I allways allow a customer to do it once.If they ask me to miss again I give them a choice I will miss them again if you want but I will never call again as I need to have  reguler customers. What would you like me to do?

OH ummmm can you miss them this time? Love Lets call it a day you are now off my W/C List. All the best in finding a new window cleaner.

I know 99.9% of my round will allways have them cleaned each time unless they are having building work,windows replaced,painted etc. I dont keep Miss me customers I just replace them.

Nel.

[dai]

I dump, them too.. If they say "I only meant for you to leave them last time". I tell them that I have started someone else that was on my was on my waiting list. Tell her you will try and fit her in next time if you can. This will stop her from making too much fuss streight away. Next time round just say "sorry love, I'm just too busy".
Now it's her turn to get messed around. Dai

[SHINING EXAMPLE]

A similar observation:
In these unfortunate incidents, I always employ a key phrase:'WAITING LIST'
At any one time I have always a number of potential clients requesting my services or a quote. Once the 'offender' realises that such is the case, the situation is instantly (and ammicably) resolved; usually with no loss of business to 'Shining Example'