Welcome to the UK Window Cleaning Forums

Starting or own a window cleaning business? We're a network of window cleaners sharing advice, tips & experience. Rounds for sale & more. Join us today!

I've got a 'situation' with a customer. What would you do in this situation?

Adams0211

Well-known member
Messages
1,352
Location
Stevenage
hi guys.

I'd be interested to hear your thoughts on a situation I find myself in and how you'd move forward with it if it was yourself. I'll try and keep it short and to the point.

I've had a customer for a year now. £15 on a monthly basis. Nice lady, husband seems nice. Turns out I knew their daughter when I was a teenager. I send the woman a reminder text the night before and she makes sure the dog isn't in the garden. The garden always smells like jeyes fluid so I guess she disinfects the patio for me before I come. Nice detached house with fancy cars. She's a fast payer and always asks about my kids and my dad who's disabled. Ideal customer really.

At the end of Feb I called round for her monthly clean. @daveyboy was working locally and popped round to see me while I was there. I was just finishing up on the flat roof above her garage conversion and noticed weeds growing out of the gutter that runs the length of the house from front to back. I put the ladder up and the gutter was half full with moss and muck with the odd weed here and there. I knocked the door for my money and reported my findings. She asked how much to clear it, I told her £30 and she told me to go for it. In fact, she almost bit my hand off she seemed that keen. I cleared the gutter, and gave it a quick clean with pure to get rid of the mucky splashes I'd made. Took about twenty mins, collected my money, customer happy.

Last month I sent her the reminder text and she replied and said she wouldn't be about. I replied and said not a problem, I'll crack on and then get the money from her another time. She replied and said she was "in and out of London" at the moment and asked me to leave it. I thought it was a bit odd but she could have personal stuff going on so no big deal.

At the end of last week I called round for her monthly clean. Completed clean, no one home. Cleaned next door and went on my way. I realised this morning that I'd not left a payment slip so dropped her a message letting her know that I'd call round on Thursday to collect.

This is the reply I got from her.

You_Doodle_2017-05-03T13_12_46Z.jpg

It took me by surprise a bit. She'd agreed the price (and was happy with it) before I started and was pleased with the job when i finished. I wasn't happy with her reply and wasn't really sure what to say so I sent this.

You_Doodle_2017-05-03T13_13_35Z.jpg

I tried to keep it professional and friendly but it felt to me like she was accusing me of ripping her off. She replied with the following.

You_Doodle_2017-05-03T13_14_10Z.jpg

I get that I didn't give her a mega-cheap price but I'm in this game to make money. Maybe she could have got it cheaper if she'd have shopped around but it wouldn't have been significantly cheaper. I suspect that the husband has come home and given her an ear bashing and now she's taking it out on me. I don't normally get wound up by things like this but she's waited two months to moan at me and pretty much accused me of trying to scam her.

She currently owes me for one £15 clean. I'm tempted to text her and tell her to keep her £15 as a good will gesture and that I won't be cleaning her windows any more. I want to keep it polite and civil but want her to know that I'm not happy. I clean some of her neighbours and she knows some people that I know.

Any thoughts on how I could handle this?

 
She agreed with the price. So it's her problem. Keep doing them, she'll pay and get over it, if she doesn't get over it she'll drop you anyway.

Thing I remind myself is cleaning is a business venture not a social one. Your just there window cleaner.

Keep taking her money until/if she gets rid off you is what I'd say.

 
She agreed with the price. So it's her problem. Keep doing them, she'll pay and get over it, if she doesn't get over it she'll drop you anyway.
Thing I remind myself is cleaning is a business venture not a social one. Your just there window cleaner.

Keep taking her money until/if she gets rid off you is what I'd say.
I totally agree with the business/social thing although stuff like this is harder to take from someone who you enjoyed speaking to and having as a customer.

One thing for sure is that I won't be cleaning her windows any more. The trust between her and me has obviously gone and I'd end up resenting doing the job each month.

 
She agreed with the price. So it's her problem. Keep doing them, she'll pay and get over it, if she doesn't get over it she'll drop you anyway.
Thing I remind myself is cleaning is a business venture not a social one. Your just there window cleaner.

Keep taking her money until/if she gets rid off you is what I'd say.
Sounds like she's already dumped him with owing money, making excuses and not happy with the cost of the gutter clear.

Three options:

1) Text her that you no longer feel you can clean the windows due to the atmosphere.

2) Keep cleaning until you get the heave ho (which I reckon will be next clean) and look desperate.

3) Give her the money back for the last clean and tell her you're not happy being called a scammer basically.

I'd go for option 1.

 
Last edited by a moderator:
I totally agree with the business/social thing although stuff like this is harder to take from someone who you enjoyed speaking to and having as a customer.
One thing for sure is that I won't be cleaning her windows any more. The trust between her and me has obviously gone and I'd end up resenting doing the job each month.
That's true.

I think you know what to do then...

Pleasant enough text explaining you won't be cleaning her windows anymore and stating the reasons why, or you could not state why.

As for what she owes you, I always leave it but you could pursue it if you wish [emoji1303]

 
If theres distrust between you , you gotta do yourself a favour , Dump them ! I understand you got a history with them , but its just business . :cool:

 
As i said earlier when we met up Neil tell her to roll it up turn it sideways and shove it up her arris lol

We both know what some are like round here and you can do without it

Use that time to get another customer on gt ashby and steal my work :rofl::sad:

 
I would say I'm sorry for any misunderstanding but that is my rate and point out that is what you have charged other customers and they have all understood and paid happily so your not sure why the confusion this time.

Personally I wouldn't give money back it's her mistake and you have bills to pay!

 
Thanks for the replies.

I'm leaning towards texting her and telling her she's dropped and why. Politely obviously. I think I'll let the £15 go. She's a cash payer and I can't be bothered/don't want to get into a conversation with her. I clean her neighbours windows and she knows some people that I know. Losing the £15 isn't going to break the bank and could keep her from bad mouthing me.

 
Or take a leaf out of boarcity's book and call her a few choice names lol

 
Last edited by a moderator:
You can't go back on the price as it was agreed and as you said, a fair price for 20 mins gutter clearing.

How bad were the rest of her gutters? I'd be inclined towards offering a small discount to do the rest but I personally would put it on her to actually cancel the windows - she's obviously happy enough with that service and as long as she pays then I don't see the problem.

 
You can't go back on the price as it was agreed and as you said, a fair price for 20 mins gutter clearing.
How bad were the rest of her gutters? I'd be inclined towards offering a small discount to do the rest but I personally would put it on her to actually cancel the windows - she's obviously happy enough with that service and as long as she pays then I don't see the problem.
I'm not going to give her a chance to cancel the windows whether she's happy or not. I feel like she's accused me of trying to scam her and I'm annoyed that it's taken her two months to speak to me about it. I don't want to work for people like that.

 
I'm not going to give her a chance to cancel the windows whether she's happy or not. I feel like she's accused me of trying to scam her and I'm annoyed that it's taken her two months to speak to me about it. I don't want to work for people like that.
That's fair enough, you can't work for someone when they accuse you of scamming or cheating. It's a sickening feeling, even when totally false.

I do find though that sometimes a text can sound a lot worse than when said in person. Sometimes people are more blunt and forward about what they are trying to say.

 
" I apologise if there has been a misunderstanding on the amount of guttering you thought I was clearing. I thought it was clear we were just talking about the length above the garage. I accept that I may not be the cheapest window cleaner in the area however I do like to think I offer great customer service and value for money. I am a little disappointed that we agreed on a price to later find out you were not happy. If it had been brought to my attention sooner we could have resolved the issue. I never pressure people into taking my services and simply offer an estimate which can either be accepted or declined. I feel that due to the situation I can no longer continue to clean your windows and would suggest you keep the £15 owing as a good will gesture. Many thanks for your custom. Regards Neil."

 
Last edited by a moderator:
Send her the pic. Tell her that gutter clearance is a smelly high risk specialist job and tell her that your not in the business of scaming or overcharging people.

Tell her to get a quote from someone that fits gutters and cleans also like a roofer.

I've heard silly quotes before.

I would smooth it over and keep cleaning though they will never question you again after you've put this right.

 
Drop this line.

Why?

That's the best line.

Your not competing on price, you are competing on customer service and value for money.

I make it clear if it's cheap you want look elsewhere. I look to promote the fact that I am professional, insured, do a fantastic job and look to resolve any issues asap.

 
Last edited by a moderator:
I've noticed that people do seem to get funny when you give them quotes for emptying gutters as it never takes as long as they expect. I've taken to explaining to them when asked that whilst it may not take long I'm working at height which comes with the risk of death/serious injury. In your shoes I'd do the same as you're planning. Say you're not a charlatan and you're sorry if something was lost on communication whilst you agreed the price, let her keep the cost of the last clean and say you're sorry but you'll be unable to do them due to the atmosphere. The cost of £15 is worth her not bad mouthing your company. I've only a small round though so I'm ultra sensitive to negative press. I still think I'd be inclined to do the same even if I had a full round though.

Sent from my iPhone using Window Cleaning Forums

 
Back
Top