Karcher has taken this cowboy customer...

[steve garwood]

The answer is obvious. We text certain customers so they can leave the back gate unlocked.
As for ‘having to much time on our hands’, this is something that takes no more than five minutes.
The customer cannot ask you to come back and do the backs if the gate is locked as we have done our bit by texting.
I find it makes the day run much smoother.

 

[Jjamie]

I've been told karcher window vacs can not remove the eggs of the windows ! Haha

I refuse to take on 2 monthly jobs... Monthly or not interested.

 

[Part Timer]

On that note from Dazmond, how does everyone operate with messages to customers?

Ever since I've started I've tried to message on the weekend for the week (or at least half the week). Gives me time to rearrange stuff if need be I guess. But now I am probably at 85% capacity that's getting tricky where I haven't completed the full day for whatever reason - breakdown/weather/kids etc.

Do most just message the night before and be done with it? Some of mine are notorious at confirming quickly.

Ta

We sold, and still sell, our service by telling customers we'll text them the night before we come, we tell them it'll be in the morning or afternoon. We now can't just turn up without a text, we're not that bothered if people cancel, we would only allow a couple in a year though without a genuine excuse, as we have a fairly full round and some well priced work.

 

[Yogi1872]

I don't text my customers and it's never been a problem, if my customer canceled saying they had a karcher, I honestly wouldn't have a problem with it and if they asked to be put back on the round in future, then I wouldn't have a problem doing it.

There's nothing wrong with people trying to save money doing something themselfs instead of hiring someone. Remember things like this the next time your putting up your prices but you start thinking about it from an emotional point of view instead of a buisness one. You might be put off because you have done x y or z for however long and talk to them a bit, that then effects how you price increase them etc.

They will dump you if it benefits them so don't feel bad raising prices which benefits you.

 

[Septimus Meek]

I fear my colleagues have too much time on their hands to spend all that time unnecessarily texting customers to inform them they're coming! Surely you're busy enough. You've admitted that the majority don't reply so why bother? I have never text my customers, I have no intention of starting anything that robs of my time I can use on much productive pursuits. I think sometimes we just overthink what our customers expect from us and we end up covering bases that don't exist.

As me and some others have said we text customers to leave gates unlocked so we can access the back. We're not doing it for thd fun of it.

 

[Yogi1872]

I don’t see any need to txt them we don’t take of jobs with access issues if the gate is locked either we have a key or a code or we don’t take the job on Yes ime in a privileged position with picking and choosing customers but that’s the way I wanted to go years ago and have just stuck to it . I also understand that this way wouldn’t work in some parts of the country .

Pretty a carbon copy of how I work. Any locked gates I get a key for it.

What happens when people have text all the customers and the weather gets to bad to clean them that day.

Also, you might get them finished quicker and then you have to stop as you haven't text the next customer. Adding extra work when it's not really needed doesn't sound like a good thing to do

 

[Will. C.]

This is mine : *No Reply Necessary*
Your windows are due to be cleaned tomorrow (Unless otherwise notified) in all weathers.

If you are not home, and have a gate please leave it unlocked / open.
If not left open, we will clean what we can, and you will be charged for the full clean.

Kind Regards.

Wills Window Cleaning Services.

If you wish to reply to this email please use the following email address:
([email protected])
07592313767

I got fed up of the same clients leaving gates locked, and if they still are I bill them with Go-Cardless simples

 

[Iron Giant]

I would have let the September one go as she may have genuinely been away but dropped her after the excuse in November. I always drop a customer after two consecutive refusals.

Yes, people can be away on holiday, but if she hadn't bothered to get in touch when she said she would after 7-8 weeks, . Given the amount of rubbish weather we have had, the windows would have been filthy. She is clearly a messer.

 

[steve garwood]

Pretty a carbon copy of how I work. Any locked gates I get a key for it.

What happens when people have text all the customers and the weather gets to bad to clean them that day.

Also, you might get them finished quicker and then you have to stop as you haven't text the next customer. Adding extra work when it's not really needed doesn't sound like a good thing to do

I only text the ones that are necessary.
If I finish early I just move onto ones that don’t need texting, simple.
As for weather, I’ll work in virtually anything as I do four days a week and do not want to work on a fifth day

 

[Iron Giant]

Pretty a carbon copy of how I work. Any locked gates I get a key for it.

What happens when people have text all the customers and the weather gets to bad to clean them that day.

Also, you might get them finished quicker and then you have to stop as you haven't text the next customer. Adding extra work when it's not really needed doesn't sound like a good thing to do

Takes me about 10 seconds to text up to 10 customers in one go the night before.

Seemingly people on here making a mountain out of a mole hill when there ain't a need to.

 

[Chester64]

It’s hilarious when they buy a Karcher. They forget that you still have to go up a ladder to clean the upstairs, and most don’t feel safe to go one handed up the top of the ladder I had a customer that sent me an email, no “thank you for your service” just an email saying don’t clean them again cos we’ve bought a Karcher. I used to look at their windows every time I cleaned next door and the upstairs got dirtier and dirtier. 2 years later she came out with big smiles and said hi, could you clean my windows please this time? I said nope, too busy. Anyways you bought a Karcher so you don’t need me! She said well just this once, I said no thanks and ignored her. 6 months later her husband come out and said hi guys can you fit me in this time please? I said nope, too busy. Anyway you said you don’t need me as you bought a karcher. He said can you fit me in this time? NOPE. He says isn’t my money good enough for you? My son said no thanks don’t need your money. Just carries on and cleans next door - the look of disbelief he gives us!! you know the type, big BMW in the drive, yet won’t spend £20 on window cleaner every 7 weeks. I suggest you wait and see them ask you to clean their windows and say “enjoy using your Karcher up the ladder” and never take them on agin. Lesson learnt

 

[Yogi1872]

I only text the ones that are necessary.
If I finish early I just move onto ones that don’t need texting, simple.
As for weather, I’ll work in virtually anything as I do four days a week and do not want to work on a fifth day

I thought some were texting every customer on there run that's due to get done the next day.

All my run is done in order the same way All the time. I tell them it's 4 weekly, there's times I will be late, if they see my van in there vicinity then I'm never more than a few days away from them. They can mark it on there calendar and that will give them a good estimate of when I'm going to be there next.

 

[dazmond]

I text some larger stand alone jobs just for courtesy the night before(around 7pm),some others for access.

I find the wealthier customers really appreciate it. They like to know I'm coming.

Like Steve Garwood says. IT TAKES 5 MINS IN THE EVENING!

As for the window cleaner who texted all his customers on a Sunday night for the whole week. I really don't understand why you would do this.

On the odd occasion I can't get round because of bad weather,I'll text them again in the morning but this only happens maybe 1 or 2 times a year as I work in all but the worst of weather all year round.

I also have vast amounts of jobs that I just turn up and clean with no notification whatsoever.

 

[Yogi1872]

I text some larger stand alone jobs just for courtesy

Like Steve Garwood says. IT TAKES 5 MINS IN THE EVENING!

That adds up to around 24 hours a year, an extra 3 days work

 

[ched999uk]

That adds up to around 24 hours a year, an extra 3 days work

Or just use one of the apps and it takes 5 seconds, still time and expense but not much hassle.

 

[THL4KEL]

I think sending them texts not only keeps everything running smoothly i.e. gates open, any issues like building work being can be rescheduled, so I am not turning up and something like a drive is getting put down so I wasted my time going there, but its also a good opportunity to keep on reinforcing the services I offer i.e gutters, fascias, pressure washer, soft washing, roof cleaning etc... I have all the services I offer in my signature on the text... The more contact you have with the customer the stronger the relationship you build whether its just a text or the occasional conversation, so when competition knock the door and offer to clean the windows for a fiver they say - No we have a window cleaner and think ok he charges more but hes reliable and offers a range of services and hes been coming here for many years...

 

[dazmond]

That adds up to around 24 hours a year, an extra 3 days work

4 days work for me as I only work 6 hours a day 4 days a week!

What a completely dumb post!

 

[Minty]

Some people struggle with the regular commitment of us calling.
The text was far to soft, tell them your calling tomorrow. Hi. Windows cleaned tomorrow, please leave me access. That’s all I use.
As she doesn’t seem bothered about regularity, offer her a new frequency or even a one off as and when she requires at your hourly rate.
Let’s assume it’s £35. If this doesn’t work then delete her. She will never give you a regular income.
It’s your time, you need to maximise what you earn or canvass for better customers.
People are too thick to tie up their custom is our income.
Finally, look on marketplace, you will find her selling the gift she’ll never use!

 

[Cambridge Cleaner]

I fear my colleagues have too much time on their hands to spend all that time unnecessarily texting customers to inform them they're coming! Surely you're busy enough. You've admitted that the majority don't reply so why bother? I have never text my customers, I have no intention of starting anything that robs of my time I can use on much productive pursuits. I think sometimes we just overthink what our customers expect from us and we end up covering bases that don't exist.

I always sent text the night before to all my customers…. Saved wasted journeys and meant my customers thought I was 100% reliable….. that’s why I built up a really successful business from scratch and sold it to retire years earlier than planned. Most window cleaners forget that good customer service is the start of a good business. When I surveyed customers the number one thing they wanted (ahead of price and a good job) was reliability.

 

[Pjj]

I always sent text the night before to all my customers…. Saved wasted journeys and meant my customers thought I was 100% reliable….. that’s why I built up a really successful business from scratch and sold it to retire years earlier than planned. Most window cleaners forget that good customer service is the start of a good business. When I surveyed customers the number one thing they wanted (ahead of price and a good job) was reliability.

You don’t have to txt customers to be reliable

 

[spruce]

You don’t have to txt customers to be reliable

This is true, but each of us deals with our customers in the best way we believe we should. If @Cambridge Cleaner feels this is the way he believes he should do it, then that's ok. We are all different.

At one time part of our job was to collect payment on a Friday evening. We did that religiously for years despite trying to get customers to pay via bacs. Then COVID hit and most of our customers either now paid by cash on the day or by bacs.

Personally, I didn't have an issue with collecting as it kept me in touch with my customers. It was also an opportunity to talk to them about add-ons. I found I was able to develop a good customer relationship. We don't need to do that every week now, and I don't need any additional work.

In time the o/p may not need to text every one in future. Who knows. Every year each of our rounds evolves differently.

Nowadays, we don't get that same level of communication we used to have. Maybe that text to remind customers of your cleaning day is a way @Cambridge Cleaner keeps his customer relationship going.

Back in the late 1970's there was a hauler by the name of Liversage. I can't remember his first name. He drove a Volvo f88 and i think his son drove an f86. (?). Those trucks and trailers were deep red and shiny. He had a small yard in Brompton, just outside Northallerton. He used to drive in a bowler hat and tails. He mainly transported steel from British Steel in Middlesbrough and hardly ever didn't find a return load as he would crawl into customers on his hands and knees and beg for a load back to Teesside. He was a nutter.

He retired and his son took over the business. But he refused to embarrass himself begging for work like his dad did. With in a short period of time the business, that had been lucrative for decades, folded.