[windymiller]

and it keeps the weight off 

[AuRavelling79]

That window sill has not been touched with a brush at all simples . Mike

I think your correct

Not quite - look at the beads of water in the corner and the wet "daddylonglegs" legs look like the brush has very quickly been run along sweeping the spiders legs to the edge without getting them off. I think John may have a point about the spiders legs falling out when the window was opened.

Firstly she made a point about her upper cills being cleaned at the outset and so she is looking out for this. Second I reckon your assistant is "getting through the work" rather than being very conscientious. Retrain him to get the balance right.

First off I would ensure that you or your assistant remembers to give her windows a bit of special treatment by spending enough time to do a few meticulous wipes on her top cills. Just 15 seconds per cill will be enough for a few quick but firm wipes.

If she is still not happy then I would do as davids3511 says and say you obviously can't clean to her high standard and recommend she finds someone else.

[AuRavelling79]

Oh and why is Dan the Man working for you? I sent him out on a well paid gutter and soffit clean and vac today! 

[Spruce]

I find the angle of the brush head is important for upper cill cleans. I like the Gardiner cill brush as you can't go wrong.

[EandM]

Alarm Bells are ringing - run !

[Ian101]

Oh and why is Dan the Man working for you? I sent him out on a well paid gutter and soffit clean and vac today! 

I cloned him ............. we can all have a Dan the Man .... however the next one I make will be able to clean upper cills / sills 

[Ian101]

Send her an apologetic email last night and went back first job this morning and sent Dan up ladder to wipe cloth over sills - I footed it when on decking.

however as some have suggested she may be a little too fussy but like challenge and my 2 cleans have been fine so will see how we go.

[Ian101]

i personally think you have expanded to fast to soon and are trying to hit targets and the price you are paying is poor service, its all about the dollar sign to you ian, greed , greed and greed

NOW you can have that answer or probably like a few others have said.............this one is trouble

Foot note

Are you using a SILL brush or standard oblong brush might be worth telling her your buying a sill and your going to practice on her windows next time and would like some feed back of her as well has getting round on Monday and get dan the man to foot a ladder and clean all sills

im ignoring you as im cagey and dont like to get into conversations regarding cocaine   

[8weekly]

Send her an apologetic email last night and went back first job this morning and sent Dan up ladder to wipe cloth over sills - I footed it when on decking.

however as some have suggested she may be a little too fussy but like challenge and my 2 cleans have been fine so will see how we go.

In my opinion, sending him up the ladder was a mistake. In her mind, you have proved her right that the job can't be done properly withWFP. Some customers just aren't worth having. It is better to let them go and waste your competitor's time.

[AuRavelling79]

You're on the money there 8weekly; should've gone back and done it properly wfp. Rod/back and all that.

[bobplum]

i personally think you have expanded to fast to soon and are trying to hit targets and the price you are paying is poor service, its all about the dollar sign to you ian, greed , greed and greed

NOW you can have that answer or probably like a few others have said.............this one is trouble

Foot note

Are you using a SILL brush or standard oblong brush might be worth telling her your buying a sill and your going to practice on her windows next time and would like some feed back of her as well has getting round on Monday and get dan the man to foot a ladder and clean all sills

im ignoring you as im cagey and dont like to get into conversations regarding cocaine   

im still confused by it

[colin purewater]

I sense trouble with this customer.  Upper sills can't be inspected using WFP.  There's only so much you can do when you have to use guesswork.  Those sills didn't look too terrible to me.  OK they were far from perfect but I imagine that I've left some like that without knowing about it.  Dirt can creep out of the crack between sill and frame anyway.   Especially with decking below, I say this is one of those instances where the customer must take a small hit on quality in order to ensure the cleaner's safety.  If she isn't prepared to do so, she must drop you or be dropped.

100% agree she will be bother

[rosskesava]

I would have gone back, cleaned the sill with wfp and then used the ladder to see if it was Dan the Man being a little too quick doing the job and then decide.

[Ian101]

She was out when went back so didn't know we used ladders as sends mixed messages - didn't want to wfp whole house again as was only upper sills - will see how we go but she's paid for job and my ethos is to give em what they paid for - having spoken to DTM he rushed it as was last job of day so had a talk about quality and standards etc etc - I will do this job next month and DTM can do other house I did this time around so if I do what I do for other 99.9999 % and she's not happy then will be let go

[LWC]

Tell her to get over it, theres more important things to worry about. 

[DeLuce]

She was out when went back so didn't know we used ladders as sends mixed messages - didn't want to wfp whole house again as was only upper sills - will see how we go but she's paid for job and my ethos is to give em what they paid for - having spoken to DTM he rushed it as was last job of day so had a talk about quality and standards etc etc - I will do this job next month and DTM can do other house I did this time around so if I do what I do for other 99.9999 % and she's not happy then will be let go

I think that is a good idea. Give her a chance and see what happens. Plus, you've shown her you're a pro who cares about the quality of your work. Nice one Ian.

[johnny bravo]

just go back, get a footer on ladder.        wipe sills and frame.         that should be fine for rest of wfp cleaning.    rinse sills a bit longer.  then go along with brush with no waterflow.      if this is happening with hers      maybe theres a few.                       anyone canvassing may get a few  of yours.         we all get a good wage thinking about it.       i always tell my customers if any problems dont be afraid to let me know.     keep your customers happy .        once a new window cleaner gets into your area     he may take your unsatisfied customers.       a happy customer is a loyal customer.                    i only wish they would give me my calling cards when they pay on collection.                                        it sometimes amazes me how much we can make in an hour   compared to working for someone else,     or in a different job.        minnimum wage.

what difference will a sill brush do       as to a gardeners   dual trim  medium mixed.

[Smudger]

Good thread guy with some excellent replies, I'm just going to concour with mr gold and 8 weekly

Ian - well done on going back, we would have done the same, it's important that the 'staff' are aware of the standards required that being one of the reasons we use a bonus system for complaints.   

Before beating DtM about the head too much, bear in mind this customer was really gunning to find an error jugdeing by your post - unfortunately see was given one on a plate, still it was handled very well and be extra vigulant on the next 3 cleans. But gut feeling is there will be trouble ahead ( next complaint will be the sills are left too wet )

Darran

[G Griffin]

Blackmail her by telling her you've now got pictures of her spiders legs sticking out.

[Richard iSparkle]

2 points i'd make.

1. it's a training issue with your new employee.  nothing major

2. i don't like the way she's telling you she will not pay if she's not happy.  most reasonable people will always pay for a service but cancel if they're not happy.  i think she'll turn into a problem