[Pole2pole]

For the first time ever, i managed to get dumped for the "second" time by a customer. An old gal. She cancelled about 8 months ago accusing me of not cleaning the windows above her extension. All formal and cold in a letter form. I knew what had happened. I'd poled the whole house and got on the ladders out to trad the window,therefore,although clean,it looked like i had missed it. I explained exactly what i'd done but she didn't buy it. Anyways about 3 months later(and so against my better judgement,she apologised(ish) and asked if i would continue as before.
I went back today to collect for yesterdays clean and hey presto.........another cold and formal letter accompanying the cash. Saying that that £12 to "splosh" her windows with water(the price has never changed) for 5 minutes(about 12 minutes to be exact) was way too expensive and from now on her son will be cleaning them. I swear, if she ever asks me back to clean her windows for a third time, i won't be held accountable for my actions. Or my choice of words.
I wouldn't mind so much but every month,every frame,every sheet of glass is 100 gleaming,but that just enough for some people is it? Never once did she say how good a job i done time after time. Oh no. Just bitterness and ignorant comments. God,they get to me some days. But upwards and onwards comrades 

[Ian Lancaster]

Basic mistake

On rare occasions we get a complaint, the first thing I say is "Please show me where the problem is".

They can't.

That shuts themup

[Pole2pole]

The basic mistake was taking her back knowing it was a matter of time(just "knowing") before she done it again. But something inside me "knows" she'll ask me back. That's when i get the last laugh 

[Pole2pole]

Funny?? FUNNY? The man finds this amusing   

[pingu]

You have to admit there is a very funny side to this.....but onwards and upwards eh....

At least you have made me laugh...just had 2 roots canals + 1 tooth removed...hav'nt been able to work this week...but your storey made me feel on top...

Cheers
Dave.

[Pole2pole]

Talkin of extractions, i'm just waiting for Jeff1 to extract the p........... Get well soon Pingu 

[elite mike]

Basic mistake

On rare occasions we get a complaint, the first thing I say is "Please show me where the problem is".

They can't.

That shuts themup

dead right

[mark dew]

i've got a customer who has asked me twice now if i can dry her windows because i only take 10 minutes to clean her house for 14 quid.
Each time i've said no. I'm just waiting for the day another wc comes on the scene and she'll have me gone.
I'm polite to her as long as i'm cleaning and getting paid but i view those type of customers as lost ones anyway. It's bonus money until she can find another.

[peter holley]

aint it strange how after being in the buisness for years , you get that gut instinct about some customers. .....these days if i get messed around .....when they ask me back ,it's one off clean prices ...as i know it's just a matter of time

[Window Cleaning Services]

i've got a customer who has asked me twice now if i can dry her windows because i only take 10 minutes to clean her house for 14 quid.
Each time i've said no. I'm just waiting for the day another wc comes on the scene and she'll have me gone.
I'm polite to her as long as i'm cleaning and getting paid but i view those type of customers as lost ones anyway. It's bonus money until she can find another.

Isn't it strange how people are happy to accept your quote/estimate. they never see you for ages while you clean them, and they are happy with your work.Then suddenly one day they're home and decide you are charging far too much money for 15-20mins work......It really winds me up! only had 2 people do it to me fortunately. Syd

[windowwashers]

i've got a customer who has asked me twice now if i can dry her windows because i only take 10 minutes to clean her house for 14 quid.
Each time i've said no. I'm just waiting for the day another wc comes on the scene and she'll have me gone.
I'm polite to her as long as i'm cleaning and getting paid but i view those type of customers as lost ones anyway. It's bonus money until she can find another.

say you can and charge more for it as it is extra work, she may then stop asking, it is harder at this time of year as it takes ages for them to dry, I have not had this problem as yet, but I guess it will happen at one stage and this is the thing I would say to them if it was said to me.

Ian

[mark dew]

say you can and charge more for it as it is extra work, she may then stop asking, it is harder at this time of year as it takes ages for them to dry, I have not had this problem as yet, but I guess it will happen at one stage and this is the thing I would say to them if it was said to me.

Ian

i did consider telling her that it would take me another 20 minutes and would cost an extra tenner. But like i say, i'm still in the process of converting customers hook line and sinker to wfp and so i reluctantly trad no external piece of glass anymore.
There isn't a house on my round anymore that i haven't gone back hours later and checked repeatedly for spots and runs after the 1st clean. The last house i had to detail continued for 8 months before they poled up good using pure water only and that came good 6 months ago. I'm not stupid enough to realise i'm gonna leave a perfect job everytime, but i try, check until they're good and guarantee my work for 48 hours with all my customers knowing my full name, landline, mobile and address. I can't do more than that.
Anyway, introducing wfp was stressful for some customers cos you'd say X and they'd hear Y. I had to refuse to use trad outside to get wfp accepted. It's no problem for people to accept it now.
I just get the occasional moment nowadays when someone thinks i am charging way too much, when all i am doing is my job very quickly. I value their custom for as long as it lasts but eventually they will have to learn to understand or they will go.