[Richard iSparkle]

so have a new staff member on his first day working  alone yesterday. i get a call at 4:30 with the customer saying he's a nice chap, but he's scratched their backdoor, their french window, left spotting on a window, and not cleaned the front door properly.. then another call back saying he'd missed the side and back of a house!

so i said i'd go back with new staff  this morning...

to cut a long story shorter.. i went back feeling a bit apprehensive this morning.. fielded questions and had a discussion with both of them about the window cleaning, the scratches. they took on board what i said about autumn light, builders, glass fabrication etc... and said they didn't expect me to pay for the glass. Then asked about our gutter cleaning.. then booked in a £320 gutter and fascia job for next week...

i felt great...

went back to the second call back sorted that, and they booked a £88 gutter clear in too!

its great when things go great!

feeling proud 

[The Jester of Wibbly]

Nice one.   Just goes to show face to face is so much better than a telephone call, text or email.

[Richard iSparkle]

True.. in lots of ways it is...

But if they say a big complaint like that I’ll always get to them ASAP/

These are a decent customer too so I protect my regular domestics fiercely...

[Window Cleaning Superhero]

if it happens again then this post may help

https://www.windowcleaningsuperhero.com/25-how-to-get-scratches-out-of-glass-window-using-jewellers-rouge

may be less expensive than replacement

Good luck my friend