[TVCS]

Had my first ever complaint today. 
A good customer of mine which I've had from day one turned round to me and said ' I don't really like the water fed pole thing you use,'
whats the problem I asked.
'Well, it cleans the windows fine and I can understand it from your point of view, its safer and quicker but I don't like it.'  She looked terribly embarrassed.
I have been doing her windows wfp for about 4 months and she has never said a word, even after the first cleans which I'm sure weren't perfect.
Over a cuppa the truth came out.  She doesn't like her windows left wet.  I asked if she wanted me not to call as I thought she was thinking of a reason to drop me but she said she wants me to continue every month as I'm the best w/c she has ever had. WEIRD    O.

Now if I go back to doing her trad, it will make a mockery of the letter I gave her explaining my reasons for changing in the first place, ladders etc.  If her neighbours see me up my ladders again they might ask too. 
So I'll stick to wfp but I might do her downstairs trad. 

Sorry if this post doesn't seem to go anywhere but I guess we all have weird customers who don't like things but don't know why.

Ant
TVCS

[steve k]

just keep doing it WFP...if she wants to stop using you, she will let you know.

[AuRavelling79]

It happened exactly the same to me today - first and only time - I was just about to get all hoighty-toighty when I thought of something PJ said a few months back about one of my "drop the customer posts" (basically it was to the effect that aren't I a big tough professional telling a little old lady she was dropped)

And I thought - this house gives me £12, because of it's layout it's got 8 upper windows and four lower ones and a door and it takes 20 minutes, if I blade the pure water off the lower ones (even tho' I know it's unnecessary) it might take 25 minutes. So what?

This close has 6 houses - I do four of them, don't move the van and earn £53 in an hour and a half - that's good money for me and this (strange) customer is happy.

All is good!

[brett walker]

One of my customers today was leaning out the upstairs windows squeegying the water i had left on, : i just carried on

You can explain how it works til the cows come home but some of them just dont take it in
Some people just dont like change but i bet they still dont watch a black and white tv

Brett

[eddie d]

id say carry on cleaning how best suits you .
if it was all the customers then you would have a problem but if its only say 5% no problem

[craig jwc]

You've invested in wfp so stick too it.

People will start to question it, and you if they see you cleaning trad again in the street.

People just don't like change, but most will come round.

[scrimit2]

Hi, it sounds like she is being genuine, and also that she is happy with you! Im Trad but from what Ive heard from customers whenever wfp is mentioned, most dont seem keen on the idea, even though they have no idea what kinda job it does.

lately around my way, a trad window cleaner sold his round to wfp guy, and some of his new customers simply turned him any when he introduced himself, purely because his would using wfp, which I thought unfair,

I believe if I decided to go wfp I would face an uphill battle with my customers, but say If you believe in your new way of working stick at it, some day soon they may have no choice but to have them by wfp.

Scrimit

[RO-Sheen]

Im wfp but if a customer was to express concerns I would just suggest to them to give me a call if they are not happy with the results.

Ant - Maybe your customer thinks that still need to be squeegeed. Find out why she doesnt want them wet.

[TVCS]

I'm going to continue wfp and at the end of the day she told me the windows come up nice and clean.  Besides which I have got a bit lazy when it comes to taking my ladder off the van
I managed to get a local Golf club / hotel on my round now.  Priced it up and the quote was excepted.  Started cleaning on Tuesday morning and the managers son came out and told me the 'old' window cleaners charged about £30 more than me.  (maybe thats why he was the old window cleaner)  and he was wondering how I can make a living as it always took him all day to do the whole hotel.
Don't get me wrong. I didn't undercut him.  He was dropped  a couple of months ago and I was asked to put a  quote in.  I had no idea how much his price was but I guess he was a little greedy


Not rushing, I did the whole place in 3.5 hours.  Walked around  with the manager afterwards and he was  chuffed to bits.  Kept me talking for about an hour asking about wfp etc  Now he wants it done every 2 weeks instead of monthly.  This has regained my faith and love of WFP.
Ant
TVCS

[mike richardson]

i lost £35 job yesterday, easy house 3/4hr 2 men, done it trad 4yrs wfp6mnth done oce per mnth not a complaint, got the lettr yesterday  (saying sorry we dont need you no more as your standards have slipped.) not as far as i know i thought.
will ring him tmoz to find out why,customers eh. bet hes got some one cheaper to do his masive tall windows that take a very big ladder on loose chippings, hope he has fun lol,.