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Emil Dinev

  • Posts: 347
Customer don't want to pay full price!
« on: May 24, 2014, 09:13:55 am »
I have had a few occasions where customer has taken up January BOGOF deal, but rejects to go ahead with our full price say 2 years later with the explanation of finding a cheaper provider  ;D
My question is, would you take such a customer off your database and stop wasting moneys advertising to them?
This is what I am intending to do from now on anyways.
Your comments please?

Cheers
Emil

david@zap-clean

  • Posts: 684
Re: Customer don't want to pay full price!
« Reply #1 on: May 24, 2014, 09:28:55 am »
Some customers buy on price, some buy on quality. Which target market do you want in your database.

I think you've answered your own question.
David @ ZapClean
www.zap-clean.com

Emil Dinev

  • Posts: 347
Re: Customer don't want to pay full price!
« Reply #2 on: May 24, 2014, 09:50:07 am »
David, thanks for your input, but i have no dillema as to what to do. I just wonder what others do in such situation. ::)roll

John Kelly

  • Posts: 4461
Re: Customer don't want to pay full price!
« Reply #3 on: May 24, 2014, 10:05:03 am »
As Dave Altomstone would say "if the customer doesn't want to pay the price, its the wrong customer".

Kinver_Clean

  • Posts: 1120
Re: Customer don't want to pay full price!
« Reply #4 on: May 24, 2014, 10:10:52 am »
Moral to the story----


Don't charge anything except your normal price.
In 30 years I never did.
God must love stupid people---He made so many.

Shaun_Ashmore

  • Posts: 11382
Re: Customer don't want to pay full price!
« Reply #5 on: May 24, 2014, 11:35:20 am »
I stopped doing discount just for that reason, every January I would post to my old clients a discount voucher with a cut off point explaining that it was slow season etc.guaranteed that I would get calls in busier periods asking "have you got any offers on?" I don't do them anymore as it just antagonises me and them I prefer to get customers to call me because they want me.

Short term discounts are great for pulling in new customers but long term I found it works against you there is a but though...if you regularly increase your prices then you can absorb the discount.

Shaun

CleanerCarpets

  • Posts: 1292
Re: Customer don't want to pay full price!
« Reply #6 on: May 24, 2014, 11:44:28 am »
agree with Kinver

i know its tempting when its slower in Jan and Feb to discount - but IMHO thats a wrong move, you end up doing the same amount of slowed up work cheaper when you actually need more work at the same rates as always

you are better concentrating on getting the leads rather than pimping yourself and pretending you are busier and earning less

think about Jan & Feb etc before you get there, look at your same months from previous years - what did you do for who, why did they use you in those months and why were they having stuff cleaned in those months?

then work out how to get more of those customers, not customers just doing it as its half price. They maybe tenants who have got to have it cleaned then, or commercials using up their last budget before the tax year is out etc etc

no area is the same as someone elses although we all have work to go at and can all make a living, competition and local afluence etc all comes into play

look at your own business and work out how you can maintain a flow of work to keep you ticking over and use your more spare time to get all your marketing good for the rest of the year - keep your time productive and dont over think talking people into accepting you at your normal rate, discounting to such low amounts will always inspire negativity about the job and eventually what happens is your service will lower to compensate the lower earnings whether you consciously do it or not - it will happen

if your rates are reasonable - you shouldnt need to sell yourself, just be honest about how you work and it will be plainly obvious the rates are right. You can and never should compete with 'spray and suckers/one stage cleaners' - if you are doing it right and going through the cleaning pie of stages and spending the right time on the job, offering the same cost as them will send you out of business. If you want to be the lowest quote when they ring, buy a Vax or Rug Doctor and then you will have the right set up for that and can do loads in a day at £8 a room!!

and how do you know if your rates are right? if you are in doubt, mystery shop some local cleaners you know to be doing it right and find out!!! you wont get lots of info on prices from the experienced cleaners as they wont work that way but word it right and you should get enough info to help

or just ask some cleaners far enough away from you who wont mind discussing it with you

but dont just go cheap - it affects us all and makes you look cheap

david@zap-clean

  • Posts: 684
Re: Customer don't want to pay full price!
« Reply #7 on: May 24, 2014, 12:15:17 pm »
This week:
Van service + MOT £300

Next week:
replacement front discs, brake pads and cam belt ~£700
+ marketing, consumables, my salary etc...

I need to put my prices up...
David @ ZapClean
www.zap-clean.com

Mike Halliday

  • Posts: 11581
Re: Customer don't want to pay full price!
« Reply #8 on: May 24, 2014, 01:28:46 pm »
It's about give and take.

if they want a discount then they have to give something in exchange, I started this year with a £25 winter discount on pressure washing..... It's not winter anymore!!! But I still get presented with the voucher with them asking if it's still applicable.

I tell them straight......" it's not winter now" but if they are willing to help me out I will honour the discount, then I offer a range of things they have to do to get the money off
Eg;

They move all garden furniture

We chose when we do it

They resand .... Etc

If they are wanting a discount then by default they want to give you money....why turn it away
Mike Halliday.  www.henryhalliday.co.uk

derek west

Re: Customer don't want to pay full price!
« Reply #9 on: May 24, 2014, 01:55:20 pm »
i offer discounts for volume but thats about it, never done a 3 for 2 all though i do a free carpet with a suite clean. well i do now i'm charging a high price for suites.  ;)

Emil Dinev

  • Posts: 347
Re: Customer don't want to pay full price!
« Reply #10 on: May 24, 2014, 04:08:34 pm »
I think the thread got a bit off track. Just wanted to know if you would stop marketing to such customers.  Also how long will you market to custys with them not using your services before you remove them from your database?

Doug Holloway

  • Posts: 3917
Re: Customer don't want to pay full price!
« Reply #11 on: May 24, 2014, 05:16:00 pm »
Hi Emil

You got the customer because you were offering a cheap price so it is no surprise that is what they expect.

You don't say how many 'offer' people you have converted into full price customers. If this is significant then carry on and accept the no's but if almost all are not prepared to pay the higher price then probably better to market to your full price customers only.

Cheers

Doug

Mike Halliday

  • Posts: 11581
Re: Customer don't want to pay full price!
« Reply #12 on: May 24, 2014, 05:55:35 pm »
Emil my answer was long winded but the point I was trying to make was it is worth marketing to them, they might want the lower price again but at least you are talking to them....so have the opportunity to try and get more money out of them.

If you don't market to them then you definitely don't make any money from them
Mike Halliday.  www.henryhalliday.co.uk

wynne jones

  • Posts: 2918
Re: Customer don't want to pay full price!
« Reply #13 on: May 26, 2014, 04:07:52 pm »
I think its fair to say you they have disqualified themselves from your services in the future.

However it's better to do it at the start and charge full money. What you have done is attract unqualified people and kicked the problem further down the line. You say people aren't answering your question and going off topic but actually they are pointing out the answer starts by who you choose in the first place.
It's not expensive, you just can't afford it.