[Perfect Windows]

The problem is that the average windy simply doesn't care about educating their customers.

How many times have you seen a problem mentioned on here followed by the advice "dump 'em"?  Hundreds.  Well, the people who advise that are imbeciles.  The correct advice is "Tell the customer that you don't accept that kind of behaviour".  That way the customer gets to know what might happen rather than another window cleaner just failing to turn up.  My experience is that if you tell them that their behaviour causes you problems, they generally stop doing it.  If not, I tell them that I won't be coming again and why.  It's not always a pleasant conversation to have but it's better than your customer just telling people you stopped coming.

If you just stop coming because someone says "not this time" do you think they know it's because of that or do you think they just tar you with the brush of being another window cleaner who gave it up?  Answers on a postcard, please.

If they do 'not this time' twice in a row we say that we'll be treating this as a cancellation, call us if you want them doing in the future. Most of them using them excuse actually don't want you to turn up again - it's just (in their eyes) an easier way to get rid of you than actually saying the words. They just say 'OK then'.  That's probably happened 4/5 times in the last year and every single one was obviously relieved. They were obviously skint because all their windows were still minging when we've driven past since.
When I first started with the other half I thought dumping customers was a dreadful thing to do and would never consider it, now I think that with certain customers you can save your self a whole load of hassle with just taking the hint and not going back.

I think the point is to let them know that you're doing it (as you are).  Then you're not just another window cleaner who didn't turn up.

I also try to bear in mind advice I got years ago: Anyone who gives you more than one excuse for something is hiding the real reason.

Vin

[Paul Coleman]

The problem is that the average windy simply doesn't care about educating their customers.

How many times have you seen a problem mentioned on here followed by the advice "dump 'em"?  Hundreds.  Well, the people who advise that are imbeciles.  The correct advice is "Tell the customer that you don't accept that kind of behaviour".  That way the customer gets to know what might happen rather than another window cleaner just failing to turn up.  My experience is that if you tell them that their behaviour causes you problems, they generally stop doing it.  If not, I tell them that I won't be coming again and why.  It's not always a pleasant conversation to have but it's better than your customer just telling people you stopped coming.

If you just stop coming because someone says "not this time" do you think they know it's because of that or do you think they just tar you with the brush of being another window cleaner who gave it up?  Answers on a postcard, please.

If they do 'not this time' twice in a row we say that we'll be treating this as a cancellation, call us if you want them doing in the future. Most of them using them excuse actually don't want you to turn up again - it's just (in their eyes) an easier way to get rid of you than actually saying the words. They just say 'OK then'.  That's probably happened 4/5 times in the last year and every single one was obviously relieved. They were obviously skint because all their windows were still minging when we've driven past since.
When I first started with the other half I thought dumping customers was a dreadful thing to do and would never consider it, now I think that with certain customers you can save your self a whole load of hassle with just taking the hint and not going back.

It's a bit like the (very) old John West salmon adverts.
"It's the fisdh that John West reject that makes us the best" (or similar).

[Neil Gornall]

The problem is that the average windy simply doesn't care about educating their customers.

How many times have you seen a problem mentioned on here followed by the advice "dump 'em"?  Hundreds.  Well, the people who advise that are imbeciles.  The correct advice is "Tell the customer that you don't accept that kind of behaviour".  That way the customer gets to know what might happen rather than another window cleaner just failing to turn up.  My experience is that if you tell them that their behaviour causes you problems, they generally stop doing it.  If not, I tell them that I won't be coming again and why.  It's not always a pleasant conversation to have but it's better than your customer just telling people you stopped coming.

If you just stop coming because someone says "not this time" do you think they know it's because of that or do you think they just tar you with the brush of being another window cleaner who gave it up?  Answers on a postcard, please.

I think that is the WORST bit of advice I have read for ages.
If any tradesman told me he did not accept that kind of behavior I would tell him to sling his hook anyway. How patronising!

Fair enough if you dont like them messing you about, but you cant speak to a customer like a naughty schoolkid.

[SunShineCleaning]

I think some on here have destructive ideas about how to deal will customers. I'm suprised you're still in business with such a pathetic attitude toward people in general let alone those you rely on for money.

Maybe they have taken to heart these videos:

http://video.despair.com/category/art-of-demotivation/