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vangaurd

  • Posts: 625
fed up!
« on: June 20, 2007, 10:13:17 am »
2 jobs yesterday,
first job 15 milea away
the customer said, oh my carpet just needs freshend up
got there, the carpet was bleached all over
from the dog, urine stains that had been there for over 4 years.
walked away,
2nd job carpet was trashed, due to 7 students living together
this morning called to a job, my your early sd customer iam due at 9am
oh no you said 2pm as i have to go to yoga!
i will get someone else she said!
weres that rope i keep in the shed i may use it!

Neil Grainger

  • Posts: 1273
Re: fed up!
« Reply #1 on: June 20, 2007, 10:41:37 am »
Van

thats why you go and seem them, takes all those problems away for an extra hour a day.

Aquakleen Restoration Services

  • Posts: 1083
Re: fed up!
« Reply #2 on: June 20, 2007, 11:57:56 am »
I can beat that Tony! I went all the way to Ryton - way out of the area I prefer to work in. Job was worth £100. Took 45 mins to get there. I was 5 mins from her house when she called to cancel. She said "she could not get anyone to cover her shift". I asked if she wanted to make another appointment which took her off guard! She stuttered and said oh no ive left my diary at work. So I said in other words no you dont and she then put the phone down on me! Niiiicccceeee


Cleaning Resource

  • Posts: 495
Re: fed up!
« Reply #3 on: June 20, 2007, 12:03:14 pm »
Don`t you just love em......... ::)

Aquakleen Restoration Services

  • Posts: 1083
Re: fed up!
« Reply #4 on: June 20, 2007, 12:43:24 pm »
My girlfriend just laughs when I threaten to put dog turds thru their letterboxes!!! Problem is where will I get all that dog crap from?

Maybe thats going a tad too far?

Matt Lindus

Re: fed up!
« Reply #5 on: June 20, 2007, 12:58:04 pm »
We send invoices for £99.99 per missed apointment. Yes they go crazy - real crazy with us but after much battling thay do pay in the end. ;D Easy money.

boshravie

Re: fed up!
« Reply #6 on: June 20, 2007, 01:45:26 pm »
Yes we have had shire of annoying customers like that, so what we do now is when ever we go to price a job, when they agreed with the price, we ask for a deposited up front, that way they make sure they will be at home when we turn up. and avoid disappointment.




Bosh

Paul Simpson

  • Posts: 999
Re: fed up!
« Reply #7 on: June 20, 2007, 03:51:50 pm »
I know the feeling, priced up a 3 bed flat on Monday, cheap trashed carpet inhabited by 3 students moving out, 25 miles away, so 50 mile round trip.
£150 job, reduced down to £115 if he signed up and booked a date which he duely did.
Got a call from him today, found someone who will do it for £50  :o
Explained that it will probably be a slap dash job at that price but he says hes going with them anyway.
Think I will add a disclaimer to the bottom of forms that if they cancel for no valid reason then they will incur a penalty. 

colin thomas

  • Posts: 813
Re: fed up!
« Reply #8 on: June 20, 2007, 04:33:30 pm »
i think these things come in patches, i go months without a hitch and then bang! in the last 2 weeks i must  have had about 5 cancelled jobs, some good excuses and some obvious lies, hey ho, there is always some paperwork  to do or sit in the sun for a change!!

colin
colin thomas

davep

  • Posts: 2589
Re: fed up!
« Reply #9 on: June 20, 2007, 05:48:45 pm »
Does anyone have an example of a survey form with a cancelation section on it please?

maxcarpets

Re: fed up!
« Reply #10 on: June 20, 2007, 05:54:20 pm »
Hi Colin,

Hows things?

Cheers

Justin

colin thomas

  • Posts: 813
Re: fed up!
« Reply #11 on: June 20, 2007, 06:50:18 pm »
hey justin, didn't realise that was you, yes very well with me, as above reply, up and down but mainly up, teething trouble with the new machine but sorted now, hope your well and keeping busy, call anytime.

colin
colin thomas

calmore

  • Posts: 665
Re: fed up!
« Reply #12 on: June 20, 2007, 09:32:36 pm »
Does anyone have an example of a survey form with a cancelation section on it please?

How does: "You cancel, I break your arms and legs" sound..?

Only joking :)
Calmore Carpet Cleaning-Southampton
www.calmore.com

Southern PAT Services
www.southernpatservices.com/

the red carpet

  • Posts: 1162
Re: fed up!
« Reply #13 on: June 20, 2007, 09:36:06 pm »
I wont even bother posting the details about a problem customer i had last week, but lets just say it ended up costing me 4 trips to the house, 3 and a half hours work time, around 20 phone calls which involved the customer, the daughter and the son in law and a cousin ???

The threat of trading standards :o

And a full refund on my part, and they still were not happy >:(

But you know who i have decided to blame = (myself)

And you should do the same, if you dont want these customers (and who does?)

Change your marketing, also concentrate your efforts on past customers and be selective only chase the jobs that you know you wanna go back to, and allways quote first

Shaun_Ashmore

  • Posts: 11382
Re: fed up!
« Reply #14 on: June 20, 2007, 09:47:36 pm »
Tony last time I saw you posting you had more work than what to do with, it's funny and I used to be the same villain. When I was full with work my marketing machine stopped rolling and hey presto after the feast came the famine. Now I do steady marketing all year round nothing too hard and tedious and the phone keeps ringing.

Shaun

darren72

  • Posts: 155
Re: fed up!
« Reply #15 on: June 20, 2007, 09:55:09 pm »
Booked a job in last friday it was a smallish rug the customer was an 87 year old man he also looked after his son who is handicaped so i gave him the price £30.So i booked him in the monday afternoon when his son goes to a day centre the guy couldnt of been nicer.Turned up on the monday the old guy opens the door dont want it done the daughter says i cant afford they prices iam a pensioner i was about to say could you not of phoned and let me know and he just slammed the door in my face. charming

the red carpet

  • Posts: 1162
Re: fed up!
« Reply #16 on: June 20, 2007, 10:18:58 pm »
which proves my point, why book £30 jobs over the phone ??? dont get me wrong i aint one of these people to slag you of because i have done it myself.

But theres no money in it "FACT"

Untill you realise it you will allways struggle

You will get let down from time to time

You will have days when your van wont start

You will have days or even weeks when your ill

you will have days when the machine packs up and as well as costing you a days work it could easily cost a couple hundred to put right.

You will get days, some people get weeks where there is no work, the phone just dosent ring.

And if everything does go right and you do actually take the grand old sum of £30 you will have to take into consideration your advertising costs and time be it yp or flyer or whatever. The ware and tear on equipment, the diesle for the van and the ware and tear on the van. Becuase if you keep driving it back and forth to £30 jobs it will within a few months be asking you for new brakes and a new clutch and new tyres and the unfortunatly do not cost £30.

You have gotta pay the line rental on whatever phone they are calling you on, and you should be paying public liability, treatment and van insurance.

Then you gotta put chems in the machine.

If you sat down and worked it out it would probably cost you money to do the job for £30 ???

So you would need to charge a bit more just to just to turn a profit, so say £40-£50? but then what happens when you waste a morning like you have with this customer, any profit you thought you made goes out the window.

I charge £59 minimum charge, and everytime i go to one i kick myself for it because i know i havent earned a penny >:( the trouble is what do you charge because if you took time to work it out on these small jobs you need to charge £80 -£100 to remove say just a small wine stain to be profitable.

And try telling people that there 20 second drunken mistake is gonna cost them £100 and your fighting a loosing battle :(

Neil Grainger

  • Posts: 1273
Re: fed up!
« Reply #17 on: June 20, 2007, 10:25:26 pm »
By Joe Red, I think you've got it. Its true minimum charge jobs are a pain but I only do them if I am quiet or I try and get them to have other things done as well.

the red carpet

  • Posts: 1162
Re: fed up!
« Reply #18 on: June 20, 2007, 10:29:24 pm »
And the real reason they are a pain is because they can lead to anything.

Today your the herro removing the red wine stain after a drunken night, and tommorow you find out he's the md of a big firm and your quoteing for a 12,000 square foot office block.

Bet you wish you just done it for £30 now ;D

Neil Grainger

  • Posts: 1273
Re: fed up!
« Reply #19 on: June 20, 2007, 10:33:05 pm »
Thats why they are worth doing me thinks, anyway must go.