[tabitha]

Hi,  I don't know if anyone else has had this problem but  when i start with a new client (domestic cleaning)
we agree on what needs cleaning but i find after a few months they want loads of extras and wonder why certain tasks are not being perfomed.I get sick of these customers as they try to take advantage. What i have started to do is print a cleaning schedule where they tick off what they want cleaned in that amount of time, so we both know where we stand. Has anyone else had problem customers like this? and how did you deal with it

[nat1]

Hi Tabitha

When I first go to price up a job I discuss with the customer what will be cleaned on each visit and I then print out a cleaning plan and email/post this to the customer to have a look at and keep and that way they know exactly what they are going to get on their regular visits, I also state in the t&c's that extra services can be booked but will incur extra costs.  This has so far worked!


Nat

[A & J Owen Window Cleaning]

just got this lady who i do garden work. at first we were doin what she wanted then after a while she started to add a few more jobs aswell whitch was not agreed with a new price for this work.so we do what we agreed with her only and thats it. we today have told her that any additional work will be charged seperate to the work doing. so dont take no crap off them and tell them as it is. if they stop you for this then you dont need these customers theres always new ones out there.

[gordonswindows]

Hi Tabitha

The problem is the customer always thinks of "per hour" ie they can get whatever they want done in an hour

Cost the job by task a bit like the window cleaners, they agree a price for a set task £150 to clean all windows no matter how long it takes or how many people do it but cleaning is not sen like that.

Ask what they want ie kitchen bathroom etc and price for the task . Kitchen say £15 bathroom £12 etc this is so much easier to control and quantify and stops them adding "extras"

Cheers

Gordon

[A & J Owen Window Cleaning]

as gordon says price a job as it is not on a hour basis. you can earn more money doin that way. stand firm on this. they wont do this again. its a matter of controlling them like a dog.

[tabitha]

 I did use to price by the job but i found for me that by the hour works better as some houses used to get really dirty and you can end up spending longer on the job. What i'm doing now is drawing up a cleaning schedule and have them tick off what they want cleaned in the time allocated,and telling me what the priority jobs are to be done. It seems to be working out ok at the moment.

[Londoner]

Years ago I used to do gardening but the "extras issues" destroyed it. You have to be very stong because they will take advantage. Hard because the extras creep in slowly but in time become too much.

Can you just dig that over? Oh thats great. two months later "you haven't dug that over, why not?

I get the same with my window cleaning. One customer wanted me to wash her garage door down. Now she expects it to be done each time.

[Teresa Miles]

hi we are just starting out, i think the check list is a fab idea then everyone knows what has to be done.