[Paul Coleman]

Simply wasnt for me, I prefer to work in sales and marketing.... I am slowly stopping the canvassing too as I am now involved in another company that I am spending more and more time on....

So you're not window cleaning any more but are now in sales and marketing?
I'm not that surprised really because you do seem to have a marketeers approach to window cleaning.
Just re-read that.  I'm not saying there is anything wrong with that approach.  It just doesn't suit me personally.  Trying to juggle schedules around individual customers' needs would have put me in the funny farm if I had continued that way.  I ended up on CIU instead 

Re read everything I have said cos this is driving me mad, I never said juggle schedules or jump through hoops, just a bit of old fashioned customer service...

BTW.  The bit where I wrote "Re-read that" meant "I have just re-read that [my own post]".  It wasn't something telling you to read again   .  I should have written it more clearly.

[Paul Coleman]

It's a funny thing because I found that I got messed about more when I was more friendly with customers.
I find it much easier keeping it to business - though I obviously do have a few long term favourites.

[GDwindowcleaning]

Go on then, tell me whats so wrong with making a friend out of a customer.... I obviously need to learn from your superior business mind...

Just for the record I would rather lose a customer and make a friend if thats what it came to....

[GDwindowcleaning]

It's a funny thing because I found that I got messed about more when I was more friendly with customers.
I find it much easier keeping it to business - though I obviously do have a few long term favourites.

Sometimes I think I live in a parallel universe lol....

[Paul Coleman]

Go on then, tell me whats so wrong with making a friend out of a customer.... I obviously need to learn from your superior business mind...

Just for the record I would rather lose a customer and make a friend if thats what it came to....

Well I don't mind making a friend and losing a customer.  I just don't feel that having someone as a friend and a customer is right for me personally.

[Paul Coleman]

It's a funny thing because I found that I got messed about more when I was more friendly with customers.
I find it much easier keeping it to business - though I obviously do have a few long term favourites.

Sometimes I think I live in a parallel universe lol....

You seem to be stuck in The Matrix     LOL.

Would you like a red pill or a blue one? 

[p1w1]

It's a funny thing because I found that I got messed about more when I was more friendly with customers.
I find it much easier keeping it to business - though I obviously do have a few long term favourites.

Sometimes I think I live in a parallel universe lol....

You seem to be stuck in The Matrix     LOL.

Would you like a red pill or a blue one? 

[AuRavelling79]

GD - When I bought my van I didn't expect the salesperson to become my friend. He was friendly but we aren't "friends". Even less when I buy a dustbin lid from the local hardware store. Whether I spend 10K or 10 quid I expect politeness and competence in line with work involved to sustain the sale and make a business relationship; that's all.

I don't know if your "superior business mind" comment is directed at me or Paul but you're on a forum for window cleaners and that's what we do. You don't any more though do you?

[GDwindowcleaning]

Go on then, tell me whats so wrong with making a friend out of a customer.... I obviously need to learn from your superior business mind...

Just for the record I would rather lose a customer and make a friend if thats what it came to....

Well I don't mind making a friend and losing a customer.  I just don't feel that having someone as a friend and a customer is right for me personally.

Ok I get its not right for you personally but why cant customers be friends? Just curious to the issues you had as I found the more I got to know someone the less they messed me around....

[GDwindowcleaning]

GD - When I bought my van I didn't expect the salesperson to become my friend. He was friendly but we aren't "friends". Even less when I buy a dustbin lid from the local hardware store. Whether I spend 10K or 10 quid I expect politeness and competence in line with work involved to sustain the sale and make a business relationship; that's all.

I don't know if your "superior business mind" comment is directed at me or Paul but you're on a forum for window cleaners and that's what we do. You don't any more though do you?

It was aimed squarely at you, I have been involved in the business for three years and still am on a daily basis so have plenty of right to be here....

This business is repeat, I have made friends in many types of business that I visit regularly.....

[AuRavelling79]

Who said you had no right to be here GD? - you cooked that one up yourself.

Look; you're happy with your approach. I'm happy with mine. Let's leave it at that.

[rosskesava]

I've a customer who I sometimes go out for a drink with. I've another elderly customer who my wife calls 'her second mum' and when I do her windows, my wife bakes a loaf of bread for her. Another, her husband died last year. She likes going out for walks and some Sundays if me and the missus are off out somewhere in the countryside, the missus phones her, we pick her up and off we go out for the day.

I've another customer who's very wealthy. For him, I almost tip my hat and call him m'lord. With him, being sort of subservient oils the wheels of business and he pays not only through the nose, but on it as well. I've another wealthy customer who always asks me if I want a cup of tea, and when I say yes, she says that I know where the kettle is and to help myself and to make her one as well. It's almost become a ritual.

Most other customers though, it's strictly business.

It's horses for courses and I don't think there's one style of working that will suit every window cleaner. I have my way and it works for me but it may not work for the next window cleaner.

[William McCafferty]

Everyone of my customers I like and hopefully they like me, some though are friends but most of these where friends before they became customers.

There is a difference between both and I am aware of them and keep the work on a friendly but professional basis, I don't mind calling the day before, its what I have done for the last 10 years and I will continue to do so, if I can use this add on to get extra work from cleaners who don't do it, then I will do so.

I don't mind the odd not this time, as long as the same customer does not keep doing it, I normally clean every 4 weeks, which means that over a year I should get 13 cleans off that customer, I never though work on that figure, I look at getting 10 to 11 cleans per customer per year.

I also do not phone all my customers, there are some who I can gain access to the backs or are front only, who either send a cheque or pay online, but the ones who I do call works for me.

As for using a ladder to climb a gate or fence, well I don't use ladders and that include the "step" variety, I do though have a step tool box that is 1 foot high.

When I price up a new customer I will give my price and watch for the reaction, if they say no problem and when can you do them, then thats great, but when they hestitate, I point out that I will clean the Glass, the Frames and Sills, I will clean the front and back door and if the garage door is white I will clean that as well, also if they have white panel on the house, then I will clean these as well as low level guttering, normally over the porch, I then mention that they will always know when I will be there because I call/text the night before.

After they have heard all I will be doing for them and most of this their prevoius cleaner never did, the higher cost I am charging is not so high anymore, instead they are getting a bargain.

But if you want to carry on doing what works for you, then that is fine as well. A  friend of mine never calls and always goes back to collect his money, he works longer hours than me.

[William McCafferty]

What happens when Mrs. lady says "I left £20 under the plant pot!" and it's gone missing between her fair hand and my wallet? More trouble than it is worth.

 

In 10 years I have not lost one payment, I did have one where the money was stuck to the underside of the plant pot, but I have lost quite a few payments that have been sent in the post to me, this is mainly because if the postman cannot get into my block, my post is returned to sender.

[C o z y]

Imagine this, you have a full round of say, 350 to 450 customers who you service with clean windows every 6 weeks. They mostly behave and 90% pay on time and don't cause problems. OK so far?

Now a "special" customer calls (at 11 pm  ) and starts talking about a special arrangement for the service in that you "must" contact them first, before you intend to turn up and provide the service they want.

All they would hear from my side of the conversation would be a dial tone at the other end of the phone line.

I'd be looking for at least one new customer who fits the system that's in place to provide the service they want. No frills, just more customers than you can manage. As soon as someone wants "special handling", it's time to decide.

We DO provide a service, but because it can get very big for a one or two man set up very quickly, you need to stay 100% in control and not try to pander to everyone.

Just my opinion, but so far, after over 20 years in the game, works for me.

[LSB]

all my customers know when im  due ! , 4 or 8 weeks from last clean !

we always ring the bell or knock when we start ( out of courtesy , not to ask )

i only have very few who need calling due to access , if its not convenient for them when im in their road / immediate area then they wait till next month .

[GDwindowcleaning]

Tony that is so short sighted, the customer service aspect there is to explain your services and how you work not just leave them with a dial tone, thats just plain rude....

 I know these people can be turned into good quality customers as I have done it and seen it done many times by other window cleaners.....

[C o z y]

If you say so GD. I'd just pass 'em on to a customer relations expert. That leaves me an easier round to run. I'm only in this game to earn as much as I can in the shortest time and the lifestyle of being able to take time off when and if I need to.

I envy blokes like you who have lots of time for and interest in their customers. I'm not a "people person" really. Just the free time and money, thanks very much. Interesting points you made though. 

I'm out.

[bobby p]

getting too chummy  is asking for trouble.  i Never offer an opinion when a customer asks me for it on family matters for example. 
 an elderly gent  customer was furious about his daughters ex who had "abused her something rotten " ,  and it seemed  he wanted to hear me heap scorn on the abuser

 it was none of my business whether it was downright mental cruelty abuse or was he too handy with his fists,  non of my business thats how i like it

[SherwoodCleaningSe]

We text or ring about 10-15% of our customers. Our books are pretty full so we don't do it out of desperation. I find that you might get the odd one a month that is doing some building work and says,"can you leave it please?". If somebody does it too much then I weed them out.

Texting and calling works for our benefit. On many occations the customer says ,"I'm glad you called I would have forgotten." They will often then leave the money for us and unlock the gate. It also provides a good opportunity to be friendly with the customers and that can lead to even more customers. There are far more positives than negatives.

Simon.