"Help"Rescheduling Customers??

Discussion in 'Water Fed Pole Cleaning' started by Greener, Jun 21, 2015.

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  1. Greener

    Greener Well-Known Member
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    #1 Greener, Jun 21, 2015
    Last edited: Jun 21, 2015
    Hi All,

    How do you handle the rescheduling customers? my example is this:

    My Van decided it didn't want to play anymore on the way home on Thursday and spent the whole day Friday in the local Renault dealership having a pedicure LOL £100.25p later it decides to come home this morning;)

    So ALL the customers I had scheduled for a clean on Friday will have to be done at some point this week[delusional], now this week I'm fully booked anyway but after a bit off juggling the customers around I've decided Ill do last Fridays customers this coming Wednesday! so in effect they will be 6 days late from the scheduled 8 weekly clean. I tell all my new customers that your cleans will always be 8weeks give or take 2-3 days either side of your last clean.

    So the question is: In your opinion/experience how do your customers feel/react if their clean is a few days later/earlier than the agreed interval? I contacted them all explaining the situation on Friday and the one's who replied, replied along the lines of "absolutely no problem and thanks for letting us know".

    I have no problem and I think nor will the customer about cleaning a few days later than the schedule dictated, but how would you guys handle the next clean? do you!

    A: Carry out the clean and leave the schedule as it is, so in affect the next clean will now be in seven weeks rather than 8 weeks? and hope the customer doesn't notice/care?

    OR

    B: Carry out the clean and then re-input/reschedule the customers for a clean in 8 weeks time? (Something i find a bit of a pain to be honest).

    I hope this makes sense????????????????

    As always your opinions and advise will be very much appreciated as this is one of the few things I struggle with as i'm a bit "Anal[crazy]" and this side of me cant help but think 8weeks means 8weeks :wondering:

    Cheers Greener
     
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  2. adamangler

    adamangler Wakefield Window Warrior
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    well i quite often have to do this as i work part time and with the weather being as it is sometimes its just not possible for me to do them every 4 weeks or 8 weeks as agreed, with the 4 weeklys i just put them down for 4 weeks form the day they got done, with the 8 weeklys i wouldnt bother and just do them in 7 weeks, customers would probably notice 3 weeks rather than 4 but i doubt any would bother too much about 7 rather than 8.


    Its up to you though, if altering them from there original schedule is going to throw off your entire round then just apologise if they query it and say next time is going to be 3 weeks instead of 4 im afraid as my van broke down and most normal human being will be fine, if any do kick off then offer to reduce the price of the clean for that next time but i doubt it will come to that.


    Or if say they were 6 days late, next time do them a couple of day earlier so there 4 days late, then 2 then back to normal
     
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  3. Jonathan Sanderson

    Jonathan Sanderson Active Member
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    I just have all my work lists and schedule on my ipad.

    I start at the start and finish at the end. Rinse and repeat. Usually bang on once a month as I work through the bad weather.

    I find customers would only bat an eye lid if I was early. One week late and no one minds/cares.
     
  4. Smurf

    Smurf Banned
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    Sorry to hear about your van trouble. As been mentioned already most don't give a fig if you are behind anyway.

    However it's wise you don't put too much pressure on yourself trying to catch back as rushing about only lets your mate frank run rampant :D
     
  5. SPCleaning

    SPCleaning Guru
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    I am always late. So mine are just glad I have appeared. No matter what I do I just can't keep it in line.

    I thought using George would have helped, but after a few months seeing a block of red undone work just stresses me out. I do the oldest first but by the time that is done there are more falling behind.

    I am decided to use excel and my own scheduling system. I will only schedule work Mon to Fri but make each day larger to match what I would have earnt. Then if there is a problem I can catch up on Friday and Saturday if needed.
     
  6. TolishAPurd

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    If you are too strict with your schedule you just make a rod for your own back. Most people don't care half as much as you think they do, so don't worry about it. When I sell my service to a new customer, I call ita monthly round, but I say I can be anything between 4 and 6 weeks due to weather and other factors. People are always happy with this.
     
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  7. daveyboy

    daveyboy Legend
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    I am not usually behind but if i get delayed i just do it when i do it and then again when it is due 5 weeks after the time i actually cleaned them so i would just move them forward that amount on my spreadsheet
    Only if i was so far behind that they went into the next week as i don't have dates on my jobs just week 1 week 2 etc
     
  8. peter rogers

    peter rogers Grand Master
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    just do them on your next working day and shift the other days to the next and so forth if that makes sense
     
  9. SPCleaning

    SPCleaning Guru
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    I have a few 'good earners' that have to be done on time. So those end up in my outlook calendar to ensure they get done. I foolishly make promises like, "I be there next week", now some good areas have been broken up and it has got complicated.

    I have just had a two week holiday so I am well and truly done for now....

    But I have a plan. Today I am looking at my customer base and pushing them back into sensible days. Some will be later still, whilst others quicker but I really need to sort it.

    If I have a pre-booked large job I will do it as agreed but work the Friday to make up.
    I don't mind being a week over but it can start running away from you.
     
  10. SPCleaning

    SPCleaning Guru
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    Yes it does, and I agree, but with George you can then end up with a number showing undone. If Saturday is your only free day it takes time to get it sorted again.
     
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