Had a recent run of 3 complaints over the past week and would like some advice of what you would do in these situations.
1, had a customer phone me to cancel my service saying that the windows were S$£@ and i better not come around as her husband is up a ladder re- doing them and if he sees me he will thump me.
she didnt give me chance to say that i was 10 doors up from her and had a direct line of sight to her house.
i started to walk towards the house to see what the problem is at which point she saw me and drew the curtains, i walked around the back of the house and inspected my work, (which was fine).
i walked away.
2, did a first clean and afterwards handed the man a letter which explained wfp and told him that first cleans can be unpredictable but if he has any issues the call me and i will sort any problems out.
i returned a month later as was agreed and the windows had minor specs so i set about cleaning,
halfway through he ran around the back and told me to leave because he had never re booked me and didnt want his windows doing with wfp as they had specs on. i asked him why he had not called me over the past 4 weeks to complain or at least cancel me (if anyone cleaned my windows and i was not happy i would be straight on the phone).he was very rude and followed me around as i was packing up my equipment telling me how i should clean windows and trying to give me a fiver for doing half a 20 quid job.
i refused his money but i was losing my temper so through my teeth told him to get back in his house and leave me alone. I didnt yell turn violent.
3, got a call at 7.15 this morning off a lady trying to cancel me. i convinced her to let me come round and rectify my work.
on arrival i notices one line of drips on the front window which i buffed off with a cloth and went to see the conny that she had complained of. it was gleaming apart from a few bits of bird muck that was hours old i cleaned that off but could not see what the problem was at all.
i re- cleaned all. her windows including the velux on the roof which i didnt include in the original quote and did the conny trad when i noticed all the smears and dirt on the inside of the glass. she has cleaned the inside with a dirty cloth and was showing huge streaks running down the glass.
she returned home as i was packing up my kit and said that they were much better and they are crystal clear (which due to the insides they were not).
I just agreed with her and left.
I am a newbie so i take every complaint seriously as i may be in the wrong, I am not so arrogant to think that i am a wfp master.
What would you do in my position?