[brett walker]

Hi guys

Im sure the bad weather has affected all of us the last few weeks 

I know a few of you give your customers the rain garantee im also thinking of doing this, how do you put it to your customers? because most of them seem to think you can just clean windows when its sunny and then they expect it not to rain for 2 days :
Ive explained to a few of them that its not the rain that dirtys the windows its the dirt in the air some of them are surprised and some are scepticle

Any advice appreciated

regards

Brett

[Trevor Knight]

We have the cleaning in rain included in our T&C's

We also say to the really difficult customers that we don't want them to pay now, but look at the windows the next day and if they are happy with the clean send a cheque in. If the clean is not good enough we will call back and re-clean them.

Never had a problem with that approach.

[brett walker]

Thanks Trev

your T&C's also look an excellent idea

cheers

Brett

[xxmattyxx]

This may be slightly off topic, but not too far off anyway, but....those customers that retort when you turn up 'Oh, it's going to rain now !!' really p!$$e$ me off.

Some are kind off taking the mick perhaps, and some maybe not, but Im always sure theres a sense of negativity about that kind of comment. Disapointment even it feels, but what do others say when they say that to you.

I feel like saying 'well, screw you then, you think I enjoy getting wet ?!'

Matt

(if you like I'll start another post about it, if it affects the direction your driving at in the original post Brett.)

[brett walker]

Hi matty

no mate leave it on here its all down to rain at the end of the day and customers

cheers

Brett

[pylofm]

I have in my t&c's that I clean in the rain.....but with that said...I did reschedule all wednesday work this week....we had 22mm rain during the day....not a single customer complained....they are advised that I will work in all but the most severe weather and that decision is made by me....

The service I provide is a maintance service....I have had one customer try to play games with this angle....she is now a free-agent....(more to the story than one complaint ).

No particular rain guarantee is given but as always customers are asked if they are not satisfied to call us within 24 hours and we will attend and try to rectify any issues.

Dave.

[Luke Johnson]

Heres what I say when I get comments such as "you can't clean today its raining" or "dont come when its raining" or "you cant clean in the rain, can you?"..... then I reply " Well thats what all my other customers love about us, they love that I come rain or shine, they have never been able to get a regular window cleaner throughout the winter months". If a person feels like the minority then they feel incorrect and alone in there ideas, it also works the same when canvassing..... " Mrs Jones down the road jumped at the chance to have a window cleaner because she has never been able to get one before" people just dont want to be left out or not included or feel that they are poor compared to their neighbours..... human psychology, use it

[M & C Window Cleaning]

I never want to appear apathetic to their concerns about the rain but at the same time they have to realise that if we don't work we don't pay the bills.

You can often tell by their demeanor whether they are having a joke or not and then I respond accordingly.

If they seem genuinely worried I try to set their mind at ease by saying that more often than not rain doesn't leave really dirty windows. It's the long dry days that seem to leave the windows the dirtiest.

I also explain that I have to earn a living and I can't do that by not working when it looks like rain otherwise, in this country I'd very rarely do any work. They usually understand my side. But you wont convince everyone and I don't force the issue if they really don't want them done.

I like your comments though Luke. I shall deffinitely be using that in the future.


How do you WFPers out deal with your custies concerns in this area. If you leave windows for any reason one month do you find they spot up the next? I'll be changing over to WFP very soon and I'm wondering how this side of things works.

Mark

[choice.clean]

with wfp i say if using a blade yes you would have to fight the rain but as we use a wet system anyway it doesn't affect us.
for many years, I used to only clean in the dry but now having to find wages for men we employ, my view is we come all weathers and we have lost a couple but since biting the bullet most never complain, if they do i mentally write them off and just think well each call is a bit more money before they finish.
one of my philosophies is that every customer has a life i.e. they will all finish one day. for various reasons, death/moved/can't afford it/ and i think that is something we need to realise when we lose customers but each one we lose for whatever reason another will replace it and my experience in this job is that usually its a better one than i lost, so long as we keep canvassing. what we have to decide is what we want from our business,and what we want it to look like,  and work towards that goal.
Its worked for me it can for you too.

[poles apart]

I guarantee I'll clean their windows in the rain!

[brett walker]

Good point with wfp the windows are left wet anyway

Perhaps we might be missing the point the customer might be concerned about us working in the rain incase we catch a cold, they'll be using this excuse next

thanks for the replies so far

Brett

[pjulk]

I tend to clean in light rain now never used to but go peed off not earning when it rained so just went out and cleaned and never go any complaints.

I did have one say ( Your getting all wet )
To which i replied thats ok i'm waterproof

Paul

[mark dew]

I worked between the showers this past week and to my suprise really, only 1 customer mentioned the weather. But wanted her windows ccleaned.
It's early days, cos i avoided days of rain before this week but i have the impression that most want the regular clean as long as results are good.
The weather was mentioned alot more when i was starting but i was trad only for the 1st 2 years.
ps i tell them if i know they are unhappy with the result i will be back within 48 hours to put right.
Over the last 16 months of wfp i have explained to all that the water i'm using is very similar to rain water and as long as the frames are cleaned there should never be a problem with the glass.