Customer Phoned Today...

[Tuffers]

Did her place with the pole on Friday. Fussy bleeder she is. As soon as I started she said she didn't like wfp. Unbeknown to me she was watching me clean, she said I was just skimming across the windows and not going into the corners and not wiping the sills. She also wanted the spiders webs that were not near the windows cleared too. I bit my tongue. Now this is a farmhouse with out buildings and done 3 monthly worth £60 and takes about 2 hours. Dust, straw, you name it are all over the place. I reckon the pole did a better job tbh. I've agreed to go back to trad to keep the job. What would you do lads?

 

[laddergarder]

Put it across like, this is the safest and most cost effective way of doing the work that you are asking for. If you want it done using a squeegee and applicator, then it will take longer, and we will have to adjust our quote. However if we feel that safety is a concern, we must use the pole.

I would also have a word with her about reasonable expectations, don't allow her to dictate what it is you do for the price. Be very clear with her with what is included in the price, if she wants more done, tell her it will cost more.

Personally, if a customer mentions cob webs to me, I just tell them, unless its on the window, its outwith our remit. Although we will wipe away cob webs where we can, we don't do it as a standard part of our service, because the spider will re-spin its web in about 1 hour.

Which you should also add, there is allot more chance of the spider being washed away with WFP than there is with trad

I am 100% trad so that might sound funny coming from me, but sell your service buddy, and remember, they are the customer. Its up to you to set the prices, and decided what services are offered by your company.

 

[rcproperty]

being a farm house its a hard one,

im 100% wfp, but with the dust thats always blowing around the palce and would get all over the windows before they dry, i would have to pass it on to someone else, could make more money on wfp in that time than to do that by hand.

 

[Posh]

Did you quote her when you were trad & is the first time you've done it with the pole?

 

[Tuffers]

@ laddergarder I've been cleaning there for years. My way of thinking is go with the flow. People in these hard times will drop you over the slightest thing. I think arguing to a point is only going to put thoughts of dropping you more. If I were to say no to the webs or ask for money I th most people would drop you. On the other hand most people wouldn't have the cheek to ask in the first place.

 

[Tuffers]

@ Posh yes mate. I think she thinks I'm onto an easy earner with the pole. I'm getting the impression some customers are resentful of it. I have a sales pitch for some of them. You want a trench dug in your garden. Now I can dig it all day with a shovel or bring a JCB. I'm not going to charge less for using a JCB am I?

 

[M.K Cleaners.co.uk]

@ Posh yes mate. I think she thinks I'm onto an easy earner with the pole. I'm getting the impression some customers are resentful of it. I have a sales pitch for some of them. You want a trench dug in your garden. Now I can dig it all day with a shovel or bring a JCB. I'm not going to charge less for using a JCB am I?

I wouldnt go that far, they will probably think your being cocky lol

 

[Tuffers]

Get your point 3 dots. I just think some of them think you're doing half a job by leaving the glass wet. My Mrs don't like me doing wfp on our house and I don't charge her lol.

 

[doug atkinson]

I always say to people you've invested in WFP so build your round around it. A lot around me have made the decision and ditched ladders totally, including myself.

Any people from Glasgow will know of the unfortunate incident where the customer insisted her window cleaner go back to trad on her home.

For your family's sake say NO and insist only on WFP.

 

[Posh]

@ Posh yes mate. I think she thinks I'm onto an easy earner with the pole. I'm getting the impression some customers are resentful of it. I have a sales pitch for some of them. You want a trench dug in your garden. Now I can dig it all day with a shovel or bring a JCB. I'm not going to charge less for using a JCB am I?

In that case you can't bump the price up as you've already quoted it for trad. I agree with you. If I wash a car & charge £10 & do it by hand so be it. If I do it then with A hose to me as long as the car comes out the same I can't see the prob weather it takes 5 mins or 20 mins. As long as its clean.

 

[BostonMike]

People are funny. /emoticons/smile.png

I try to keep it light and smile.

 

[M.K Cleaners.co.uk]

Get your point 3 dots. I just think some of them think you're doing half a job by leaving the glass wet. My Mrs don't like me doing wfp on our house and I don't charge her lol.

Very true. I did a customer for the first time 2 weeks ago. I told her if there any problems call me. I said I only live 2 min drive away. I went back to collect the money and she told me she wasent happy about here windows cleaned. I asked her what was wrong. She told me her windows were streaky. (impossible) I went a long with it. I checked all the windows there was no streaks or spotting. She then said there was drips of water coming from here window ledges. (i explaind this would happen to here already)

I asked why she never called when she noticed.... She never replied

She then told me she didnt like how I left the windows wet... Im pretty sure this is what she was really complaining about. If there was something really wrong she would have called me right... If she did I would have went up and pointed out to here that was nothing wrong.. I figure she didnt want to look stupid? lol

 

[harunh]

hate customers like this.. but u always get 1 /emoticons/tongue.png lol

 

[bluemonkey]

they are moaning at how quci you are making your money,

you got a few options

1, dump as i wouldnt take on a 3 monthly

2 if she wants you to use a ladder, get her to sign a form stating that she excepts full resposibilty and all future loss of earnings, if you use a ladder on her property and ask for a copy of her insurance, when asked why, say i have spoke to my insurance and they want this for me to be insured, then get two steps up and fall off and say i am going to sue,

3 dump

 

[harunh]

why should she tell u how to do your job ? n use a ladder ? its your trade u no wats best.... if she wants her windows cleaned then she shall u do them which ever way !

i wouldnt dare let a customer make me clean it how she prefers !

would u tell taxi driver how to drive the car ? no

simple

 

[CNS-southwest]

Some people will always prefer windows trad, simples

 

[harunh]

Yep true u always get a few that love trad