[Neil Grainger]

Not sure if to except or stay away.

Dear Neil

Thank you for visiting our home yesterday.

My wife was very impressed with the diligence and professionalism.

I would very much like to accept your Premium Package Maintenance Programme, but would like to propose the following:

1. “Premium Package” £280 for Hallway, stairs, landing, dining room, lounge and master bedroom.

2. Upon satisfaction, and within 60 days thereafter we will enter into the monthly direct debit to maintain the above carpets (excluding master bedroom).  Your quotation of £22.54 is a little high for my budget, I can immediately commit to £15.00 per month.

3. Upon satisfaction and in consideration of your acceptance of the above “discount” I would be happy recommend your services to my colleagues, friends and other professionals in the Yateley, Camberley and Bagshot area.

Please do not think I am trying to take advantage of your pricing, it is just that I can afford a maximum of £15/month whereas £22 takes outside my budget.

Let me know if you are OK to proceed, and if so what date best suits you.

Kindest regards and best wishes

ANDREW

[HQCS (John Kastrian)]

Is he saying that all of his colleagues/friends and other professionals can only afford 15 quid as well,as they will all want the same discount. :-John

[maxcarpets]

Will they still be their in 60 days?

[Ian Gourlay]

No doubt others will disagree but if he is prepared to pay  £85 up front and £15 a  month starting from 30 days after work is completed I would give him first year special offer.

British Gas did it to me £9 a month first year then £15 its more know because i thought I had a radiator problem, since learnt just need to take valve top off and hit pin with hammer.

So far I have had £600  worth of  parts and labour in first year.

[Ian Gourlay]

Just realised you are offering 50% off =£140 for first year.

[Shaun_Ashmore]

Stay away - but with a nice replying letter.

Some people will take advantage of you because they see you as a small concern, makes you wonder if he works in a bank as these people are taught to negotiate in anything and everything. Wait till he decides that the job is not up to what he thought and starts to 'pick spots' and stops the DD.

Shaun

[maxcarpets]

Neil,

Who is the CC that parks his van near BYKE BITZ in Yateley that never seems to move?


Justin

[lands]

I agree with Shaun, definitely the type to pick holes, I mean look at the trouble he has gone to to save money now, think what it will be like further down the line.

Pete

[Neil Grainger]

Alarm bells rang with me straight away on this, thats why I wanted the views of others.

Justin

They run a general cleaning company called Arrow cleaning, That van is used just a advertising but to be honest I dont think they do much CC work. They are a family business and used to have an office above where they keep the Van but that has gone now.

Cheers

Neil

[Deep Clean Newcastle Gateshead]

stay away, it sounds like he will cause you problems, far too fancy wording, sounds like a solicitor....

[turneylogan]

If the alarm bells are ringing...listen to them. Would any other profession accept customer's terms? Plus as already said here, the wording of the email sounds like they are nit-pickers. If you go ahead and they call you back for everything you will be doing this for the reduced cost which will hack you off. I would test their belief in you and their desire for the maintenance plan by sticking to my quote. If they don't go ahead, then possible lucky escape. If they do go ahead then at least you are being paid properly for the work. If they get a maintenance plan for this price elsewhere, then let someone else take the hassle.

[Mike Osbourne]

Give me something now and I'll give you something in the future.

Rarely if ever has anybody who made a point of saying this to me ever kept their word and it's a well known negotiation ploy in business.

You could call his bluff by saying you can do better than that. For every customer you bring me who spends more than £100, I'll knock £20 off your annual plan (or whatever suits)

Some people like the idea they are wheeler dealers, so it may just be a question of offering an alternative plan that 'appears' that he has 'won'

Personally I'd drop him because the main reason I do plans is they are people I like working for, have paid me once and I know they are happy with what I do and what I charge.

 

[David_Annable]

Hi

I would get some card printed with"Andrew will look after all your needs"

with his Phone Number & put them in phone boxes.

Dave

[gwrightson]

I would be tempted to reply with,

along the lines , the proposal you have made is unacceptable, however if as you are suggesting you can get your aquantices to participate in the premium package I would be willing to discount the offer for every customer attained, pro rata.

In other words give a smalll percentage, if , if been the operative word he does as he promises .

Geoff

[Kev Loomes]

Absolutely bang on with all the replies. Definately sounds iffy. Mike is spot on with his comment on custy's trying to get it cheaper by saying he'll recommend you to all & sundry ......What a load of bologny which we have all heard before.

I mean come on, he cant afford another £7.54 a month - yeh right! Also why is he demanding 60 days before paying his first DD? Surely it should be a max of 30 days logically speaking. Something not right there.

He actually sounds alright to some extent, but I think this is sheilding another side to him, which is obviously pedantic - I would drop him if I could by insisting that I couldnt possibly compromise on quality of service.

Cheers Kev

[carpet guy]

If someone lacks the courtesy to speak to you I would, personally choose, NOT to deal with them. It would have taken less time and effort to say the words, it's a cowards way of communicating.

rob

[Neil Grainger]

THis si the reply I went back to him with- thanks chaps some great replys from you all.

Dear Mr Chesney,

Thank you for your email today, I am very sorry but I am unable to except your offer for £15 a month 2 months from the original clean. I will however do the Premium clean for you for £280 (including the Master Bedroom that was not included in the quote) and then you can take a view about what you feel is best for you. Please remember that you get the Stain removal service on 3 occasions included in the Premium package for a year.

My Service is built on the diligence and professionalism that you wife received from me and to discount on what is a great package is not in my best interest. I could do the clean for £15 a month but you would have to lose either the 6 month highlight clean or the free spot and stain touch up.

What I do say to customers that offer to get me referral work from friends and family is a 10% passing on fee for any jobs that are received directly from a referral from you.  I never discount on future work that people may or may not get me because this is never guaranteed.

If you have had a bad experience from a Carpet cleaner in the past please rest assured that if you are not happy you have a copy of my signed guarantee that you can have your money back. In 5 years this has never happened.

I do hope that we can work together and once again I thank you for showing an interest in A Clean Touch.

and his reply.

Dear Neil

I truly hope that you feel I was not taking advantage. It is just that on a budget, honesty is the best policy.

Your suggestion is accepted, we would like to engage your services to clean our carpets for £280 and Hannah will make herself available for next Wednesday 30th January 2008. Can you take a cheque or do you require cash?

Finally, would you be able to accept £15 per month if this was in place soon after you completed the work next week?

Kindest regards and thank you

[Shaun_Ashmore]

Well done that was a professional approach and it paid off in your favour.

Shaun

[lands]

Said it before and say it again, this forum is a fantastic vehicle for dealing with issues such as these. Again I agree with Shaun (not on commision) that was a perfect response.

Pete

[Kev Loomes]

Nice one - glad it got sorted without issue. What was he trying to do with his last comment? Was he still trying to get you to go for the £15.00? He cerainly is persistent - cheeky git!

Kev