Lost A Customer That Wasnt Happy !

Discussion in 'Chit Chat & Introductions' started by harunh, Jul 11, 2012.

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  1. harunh

    harunh Legend
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    Its been raining today and i was cleaning in the rain... i cleaned jsut the front of the hosue for £5.00 like always :)

    Then i knocked on the door... and no answer.... then i posted the invoice through... andi heard someone rattle the letterbox then he opened the door and the man had jsut woken up i go windows been cleaned mate he went inside to get money then he came back saying u just cleaned them ? I go yeah he goes your having a laugh arent u ? its raining... I go to him it doesnt make a difference if it rains mate.... then he goes we dont want them cleaning next time then i go fine. He said come back later for the money

    So i just went now after 8pm

    His misses answered the door and said to me im not happy with the way u cleaned my windows... ( this was the 3rd time i cleaned her windows )

    She goes im not paying u... u said to me u have a guarantee and if im not happy i get a free clean next time she goes well i dont want a free clean i jsut dont want to use u anymore i go fine never mind cya

    so i drove off collecting more money... And i thought to myself why didnt i take the money :S i cant let people get away like this :S so i went back.... and said to her i forget to collect the money she goes but im not happy i go to her i got to put bread on my table she goes i couldnt tell u cleaned my windows their were just wet... i go to her well their not dirty are their go check them now ? ? I go to her just give me the money and ill be off :)

    She goes oh here have ya money she went in got a £5.00 note... and she had my invoice in her hand... she ripped it up in half and gave it to me with the £5.00 note... i dropped it and said to her thats for u luv

    she goes oi dont litter on my drive she bent over and picked it up i said its for u love :) then i said cya take care :)

    Lol
     
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  2. chip

    chip Guru
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    Hmmmm! I think you might need to use a bit more diplomacy! She did say she didn't want the freebie, which would be the same as not paying this time! :)
     
  3. Masons

    Masons Guru
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    So your Guarantee isn't much of a guarantee?

    You handled that bad.
    Word of mouth matters, and people may have seen that.
    I hope none of your customers come on here and read that.
     
  4. chip

    chip Guru
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    Totally agree, sorry h but it's for your own good we say it. When he asked about the rain, you might have been able to appeal to his better nature by saying something like I know what you mean and at this time of year I wouldn't work in it but this year it is constant and if I put it back too much I'm out of business, but would normally pick decent weather ESP at this time of year, I'm sure you understand.
    I know you're right about it not making any difference, but folk are strange and you have to give a bit of leeway here and there, if you'd played it better, you might have kept it
     
  5. Shaun1977

    Shaun1977 Forum Addict
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    Things like tht can get u very bad name
     
  6. Masons

    Masons Guru
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    Indeed. I don't want to sound mean but as a business you need to be tactical like a business.

    People who work at call centres get tons of abuse yet to keep a job they'll always be polite and bend for customers as one bad review can sting for a long time.
    As a one man business you're the only person who can give your business a good image, yet at the same time the only person who can give a bad image. If this lady speaks to others then you've shot yourself in the foot.

    Don't get me wrong, I feel the same way too with some customers who need to be told they're not dealing with a part timer cowboy, yet you need to keep those feelings and words to yourself and think about the big picture.

    £5.00 in an isolated incident shouldn't be something to ruin your rep with.
     
  7. Posh

    Posh Hero
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    Not good big H. Not good at all. Gotta forget about this paying bills bit. If you sent your van in to be fixed & you weren't happy you would not pay. If he said I gotta pay bills you still would not pay coz your not happy with the service. She/he could now have friends that she will tell giving you a bad name. Be a bit more diplomatic. You want these customers mate. You should have waved goodbye to the fiver & said will be back & if yer not happy then call it a day. We all get the odd complaint. It happens in all walks of life & you have to deal with it professionally even if inside you want to tell them to swear word off. As chip said we're just trying to help you H. You could start getting a bad name.

    Take note of all the above comments coz there all good advise.
     
  8. Dodger

    Dodger Hero
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    Don't think I can add much to that H except take the other guys advice. Chill out a bit.
     
  9. Posh

    Posh Hero
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    At least you can spell advice right lol
     
  10. Dodger

    Dodger Hero
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    haha I didn't notice you hadn't till now.
     
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