[The Jester of Wibbly]

Just wondering how act when a customer cancels

Do you just say ok and walk away and be done with it

Or do you try and retain them, and if so how.  I tend to offer and 8 week clean for the same price if they are on a 4 weekly rota.  Or offer them a discount for front windows only.  Works sometimes

[daz1977]

just say ok no probs, if they are a pain,  if its a really good job, just ask y

[Window Washers]

Just wondering how act when a customer cancels

Do you just say ok and walk away and be done with it

Or do you try and retain them, and if so how.  I tend to offer and 8 week clean for the same price if they are on a 4 weekly rota.  Or offer them a discount for front windows only.  Works sometimes

Never just walk away.

I would :


Ask why they are canceling and ask if we had done something they did not like, (makes them feel in control of the conversation)


depening on answer, I would then ask if they could save money on there cleans would they be interested. if they say no, I say you have my number please call me when you are either let down, or your hubby/you can be bothered to clean any more. I then smile and walk away, being a smug prat am suprised how many people call back 6 months later, always be nice it does help.

Always offer a way back in customers respect this  

[dazmond]

i agree with you window washers.unless they were badpayers i always leave the door open for them to come back at a later date .business is business.i dont understand some guys who have a hissy fit and storm off then come on ere moaning!!

[martinsadie]

i just walk away ,no problem if they give a reason i tell them to give us a shout when they need me again,i never ask why,non of my buisness

[paul rulton]

i will always ask them if ive done anything wrong  when they say no...
then i know ive gotten way with lol

[formb]

Just wondering how act when a customer cancels

Do you just say ok and walk away and be done with it

Or do you try and retain them, and if so how.  I tend to offer and 8 week clean for the same price if they are on a 4 weekly rota.  Or offer them a discount for front windows only.  Works sometimes

Never just walk away.

I would :


Ask why they are canceling and ask if we had done something they did not like, (makes them feel in control of the conversation)


depening on answer, I would then ask if they could save money on there cleans would they be interested. if they say no, I say you have my number please call me when you are either let down, or your hubby/you can be bothered to clean any more. I then smile and walk away, being a smug prat am suprised how many people call back 6 months later, always be nice it does help.

Always offer a way back in customers respect this  

I had one lady say hubby was going to do them so as always I say "well you've got my number when he forgets, give me a phone". She got arsey and demanded to speak to my boss!

[Window Washers]

i just walk away ,no problem if they give a reason i tell them to give us a shout when they need me again,i never ask why,non of my buisness

it is your business ya donut 

[Paul Coleman]

If I'm interested in retaing the job then I do ask if they are cancelling due to anything to do with my service.  If they say no then I don't probe any further as it's none of my business.  If it's a decent job I may offer reduced frequency.  If still "no" then I just say to feel free to make contact if they ever change their mind.
If it's one of thoise jobs that I don't mind seeing the back of, then I just say OK.
It does pee me off when they wait until I turn up before they cancel though. I try not to show it though. It's pretty inconsiderate, gives me no time to find a replacement job, and can reduce my days income - particularly if it's late in the day and there's no time to go elsewhewre.

[Paul Coleman]

i just walk away ,no problem if they give a reason i tell them to give us a shout when they need me again,i never ask why,non of my buisness

it is your business ya donut 

I would question that.  I reckon it's only my business if the cancellation is anything to do with me or my service

[Window Washers]

If I'm interested in retaing the job then I do ask if they are cancelling due to anything to do with my service.  If they say no then I don't probe any further as it's none of my business.  If it's a decent job I may offer reduced frequency.  If still "no" then I just say to feel free to make contact if they ever change their mind.
If it's one of thoise jobs that I don't mind seeing the back of, then I just say OK.
It does pee me off when they wait until I turn up before they cancel though. I try not to show it though. It's pretty inconsiderate, gives me no time to find a replacement job, and can reduce my days income - particularly if it's late in the day and there's no time to go elsewhewre.

Charge them anyway Paul I do

[The Jester of Wibbly]

it always makes me wonder when they dont really have a reason in case the real reason is if some nobby has undercut me on a job.

[The Jester of Wibbly]

i just walk away ,no problem if they give a reason i tell them to give us a shout when they need me again,i never ask why,non of my buisness

it is your business ya donut 

I would question that.  I reckon it's only my business if the cancellation is anything to do with me or my service

Me thinks that was meant as a joke, i.e it's his window cleaning business not the customer hehe

[Window Washers]

i just walk away ,no problem if they give a reason i tell them to give us a shout when they need me again,i never ask why,non of my buisness

it is your business ya donut 

I would question that.  I reckon it's only my business if the cancellation is anything to do with me or my service

if they dont give a reason I always ask why, because it is my business it is affecting, so no question, that would be like your gas company adding 150% increase to your bill you would ask why before you canceling

[bravo20]

I had a text yesterday saying no longer needed. I replied asking why, no problem, but just like to know if I lose a customer. She replied saying no probs with service but somebody had canvassed and would do it for a fiver. I was charging her 10 pounds, 3 bed detached 10 windows and 2 doors. Don't think I was over priced so replied thanking her for past custom. First one I've had cancel in 9 months, best to part on good terms I think, in case (or when) new one lets her down.

[daz1977]

I had a text yesterday saying no longer needed. I replied asking why, no problem, but just like to know if I lose a customer. She replied saying no probs with service but somebody had canvassed and would do it for a fiver. I was charging her 10 pounds, 3 bed detached 10 windows and 2 doors. Don't think I was over priced so replied thanking her for past custom. First one I've had cancel in 9 months, best to part on good terms I think, in case (or when) new one lets her down.

will be a newbie, who does it for  a few months then gives up saying no money in wc, but custy thinks that wcs will only charge her 5 pound to do her house, and any more must be ripping her off

[The Jester of Wibbly]

I had a text yesterday saying no longer needed. I replied asking why, no problem, but just like to know if I lose a customer. She replied saying no probs with service but somebody had canvassed and would do it for a fiver. I was charging her 10 pounds, 3 bed detached 10 windows and 2 doors. Don't think I was over priced so replied thanking her for past custom. First one I've had cancel in 9 months, best to part on good terms I think, in case (or when) new one lets her down.

Will be back within 3 months for 1 of 3 reasons

1. He did a crap job
2. He cleaned once and have not seen him since
3. Been lynched by other WC for under cutting them

Guess which option.....

[dazmond]

lots of window cleaners charge £5/£6/£7 for small 3 bed semis round where i work.great if their very compact.ive got 150 of them virtually all right next door to each other!HAPPY DAYS!!

i do charge more like £10-£12 if there not on my usual run of houses due to travelling and set up time.

if shes jumped ship like that she can take a hike unless she begged me to come back!dont need custys like that.luckily their very rare on my round!!

[Dave Willis]

If they don't give me a reason when cancelling then I just walk away. If they do it once then they will do it again. Plenty more fish in the sea.
Once they become an unreliable customer then I become an unreliable window cleaner for them.

[jonnyald]

i made a promise to myself when i started my biz (2years back) to not take any poop , so  i always  walk away  if some flighty woman  thinks she can play games with my job .  id rather get  a fresh customer everytime