[AuRavelling79]

Ok - Lot's of concern on here about new start-ups and how it will have an effect on our business. So what tips have you got for keeping your custies in these harder times?

I'll start you off:-

Show you are service orientated:-

Be reliable.
Be  a "quality" window cleaner.

Give them a bit of legitimate fear

Tell them why insurance is so important in these "sue-happy" times.
Explain that you believe unnecessary ladder use can lead to claims in the event of a fall.

Fight back (but quietly if you want to retain your kneecaps)

If you think you are up against an undercutting doley tax-cheat then shop 'em. (If they're not a doley tax cheat then it won't matter will it? - If they are an undercutter they will disappear unless they are a doley tax cheat IMO)

Scare the newbies (half-joking here)

Get a very short haircut and put "self-defence/martial arts" stickers in the back of your vehicle. Tattoo Love and Hate on your knuckles.

If you see them out and about go and introduce yourself and say:-*

"Oright, mate? Wotcha doing?"

Then gauge their reaction:- if they're defensive say:-

"There's plenty of business in this town but if anyone goes round putting in stupid prices to nick other people's work then we aren't going to be happy bunnies."

Or if you are intimidated by them tell 'em you're sub-contracted for OCS and they will have to take it up with them.

Or if your knuckles drag on the floor as you walk say:- "Oi! Gerroff my patch!"


*If it's a bunch of scraggy-arsed pikeys don't confront them!




Don't panic Mr. Mainwaring!

[AuRavelling79]

i was gona tell you about my tatoo malc i had a swastica on my forehead but i
got that much bother i had it made into a window

Very funny!

[kenaltobelli]

i knew youde love it

[collins82002]

or sent a small note to ya customers warning them of dodgy w/c with no insurance etc scare them into staying with you

[AuRavelling79]

or sent a small note to ya customers warning them of dodgy w/c with no insurance etc scare them into staying with you

Good one! (for a newbie) 

I'll type it on my payment slips right away.

[collins82002]

Er 5 months as a newbie or am i a newbie ish now

[D B Services]

The best way to protect yourself against undercutters is to do the best job at a good price that represents the quality of work you perform.

If the customers are happy with you, you will more than likely keep them.

...That's for domestic, however.

Working for bigger 'faceless' commercial businesses will be different:  Generally, the managers will be under pressure to keep costs low, and will want the best price available (from a legitimate business though!)

Well said!!!

I haven't been on this forum long and have seen quite a few posts moaning about all the new starters of late.

It's BUSINESS.  Full stop!  

You will get far more loyalty from domestic but even they are feeling the pinch so contrary to what I see here price IS IMOPORTANT.  It's a lot worse on commercial though. You have to adapt and work harder at retaining your customers even if it means cutting prices for now. I employ a lot of people and have wages etc to pay. It is harder lately than I have ever known it and I have been in the business for over 20 years.

Sit on your laurels and expect your customers to stay with you regardless at your peril. If you get a cancellation ask why. If the customer has been with you for a while and it is a price issue then they are very likely genuine in what they are saying. Offer to cut yours until times get better.

Here is an example.  A £10 x 4 weekly clean calls to cancel and says it is because they can get it done for £7.00.  What do you do?  Just accept that or try to keep their business?  I would rather keep the business at £8.00 than lose it. You will be surprised how far that will go in ensuring a very loyal customer for the future.  I would say that I would be very sorry to lose their business but that I understand that times are difficult at the moment so as a gesture to them I would cut my price for 6 months.  You will keep £48.00 in your pocket.

All other businesses that I know of are having to cut their prices to keep afloat. Window cleaning is no different.

Dan

[R W C]

The best way to protect yourself against undercutters is to do the best job at a good price that represents the quality of work you perform.

If the customers are happy with you, you will more than likely keep them.

...That's for domestic, however.

Working for bigger 'faceless' commercial businesses will be different:  Generally, the managers will be under pressure to keep costs low, and will want the best price available (from a legitimate business though!)

Well said!!!

I haven't been on this forum long and have seen quite a few posts moaning about all the new starters of late.

It's BUSINESS.  Full stop!  

You will get far more loyalty from domestic but even they are feeling the pinch so contrary to what I see here price IS IMOPORTANT.  It's a lot worse on commercial though. You have to adapt and work harder at retaining your customers even if it means cutting prices for now. I employ a lot of people and have wages etc to pay. It is harder lately than I have ever known it and I have been in the business for over 20 years.

Sit on your laurels and expect your customers to stay with you regardless at your peril. If you get a cancellation ask why. If the customer has been with you for a while and it is a price issue then they are very likely genuine in what they are saying. Offer to cut yours until times get better.

Here is an example.  A £10 x 4 weekly clean calls to cancel and says it is because they can get it done for £7.00.  What do you do?  Just accept that or try to keep their business?  I would rather keep the business at £8.00 than lose it. You will be surprised how far that will go in ensuring a very loyal customer for the future.  I would say that I would be very sorry to lose their business but that I understand that times are difficult at the moment so as a gesture to them I would cut my price for 6 months.  You will keep £48.00 in your pocket.

All other businesses that I know of are having to cut their prices to keep afloat. Window cleaning is no different.

Dan

your still a pound more 

[D B Services]

I know we would still be a pound more but I did say that the customer would have to have been a regular one.

They would be very likely to stay with you at £8.00 and would respect you for it. They would see you as sympathetic to their position and also you would have the satisfaction of retaining the business at a higher price than the competition. It's all psychology really.

You have shown them that you really value them as a customer as well. That goes a long way.

Dan

[kenaltobelli]

no itl never catch on if they want it ont cheap let em go plenty more windows to go at

[kenaltobelli]

if everyou do owt for nowt allus do it for thi sen

[Helen]

if everyou do owt for nowt allus do it for thi sen

 

[mattywig]

Just put over 100 customers up by a quid and only lost 1 7 quid job don't know what evryone is banging on about half of this mess is created in our own heads i reckon.

[AuRavelling79]

i knew youde love it

Hey kenaltobelli, who nicked your swastika into a window post? Or did you remove it?

[kenaltobelli]

helen its a yorkshire poem hear all see all say nowt eat all drink all pay nowt
and if ever tha does owt for nowt allus do it for thi sen