[8weekly]

I texted a customer to leave the gate unlocked on Thursday night. I arrived second job of the day to find the gate locked. As always I did the windows I could and left an adjusted invoice. Anyway, about an hour later I received a text without an apology for leaving the gate locked asking me to what time I could come back and "finish the job".  Being flat out I replied that I had no time. She then sent another text asking what day next week, so I replied hat I am flat out and regretfully they would have to wait until next time.

The next one was that if I won't come back she would have to find another wc, what happened to good customer service and she has a busy family life with three children which I should take into account. It strikes me that people always expect other people to take responsibility for their lives and mistakes. To me, my customer service obligation was fulfilled with a text the night before and turning up, which I said in a text to her. I also said no problem if she wants to find another wc.

I know some on here would go the extra mile, but some customers just aren't worth the hassle.

[JackieW]

agree

[barry mallett]

Send her another text you require payment for the full clean . As you expected to earn that money when arriving . Then when she pays tell her to do one .

[supernova77]

I texted a customer to leave the gate unlocked on Thursday night. I arrived second job of the day to find the gate locked. As always I did the windows I could and left an adjusted invoice. Anyway, about an hour later I received a text without an apology for leaving the gate locked asking me to what time I could come back and "finish the job".  Being flat out I replied that I had no time. She then sent another text asking what day next week, so I replied hat I am flat out and regretfully they would have to wait until next time.

The next one was that if I won't come back she would have to find another wc, what happened to good customer service and she has a busy family life with three children which I should take into account. It strikes me that people always expect other people to take responsibility for their lives and mistakes. To me, my customer service obligation was fulfilled with a text the night before and turning up, which I said in a text to her. I also said no problem if she wants to find another wc.

I know some on here would go the extra mile, but some customers just aren't worth the hassle.

I would have explained why I could only do a few of the windows (because she didn't leave the gate unlocked)... But I would have also gone back to clean the other windows on request... But would have had had a chat with her saying that in future if the gate is locked then you will only clean the windows you can and wouldn't be able to keep coming back - Then at least she knows where she stands - If she's a good customer she would understand, if she's not a good customer then dump and replace (with 2 more  )

Andy

[P.C.S.]

Definitely don't go back to clean the windows you weren't able to get to!

You'd be making a rod for your own back there & she'd expect you to do it again if she didn't unlock the gate further down the line! (if she remained on your books!)

I'd say, as far as customer service is concerned, you've definitely done your bit by sending her a text the night before... if she forgot to unlock the gate then that's her fault & she'll just have to wait!

She was only charged for what was done, I know a few on here charge full price regardless of if they could only clean fronts & it's unreasonable of her to demand that you come back.

If you had a round full of customers that didn't unlock the gate for when you were due but expected you to come back at their convenience then you'd spend all your time driving instead of cleaning/earning!

If you wanted to keep her sweet, then maybe offer to squeeze her in to get the windows you couldn't but say that the original price only includes travel costs for one journey to her property & you'd have to charge extra accordingly... personally, I'd not bother & make her wait.
If she bins you off then it's one less PITA customer to deal with!

[dave0123]

just say yes its fine ill come back and clean the rest of the house for you charged at my hourly rate travel time to house cleaning and returning to where you was working in that day.

Say the mistake was yours not mine... i charge for my time i also have a busy life  with kids  and a busy work load  .. your not the only one love!

[robbo333]

Gut instinct...dump! 

[8weekly]

Say the mistake was yours not mine... i charge for my time i also have a busy life  with kids  and a busy work load  .. your not the only one love!

That is exactly what I wanted to say, but buttoned my lip. I call them the Amazon generation. Spoilt by ridiculously good customer service. Expect everything doing for them.

[Ian101]

you done your end of the bargain by texting night before.

used to watch a fly on the wall programme about easy jet - when the departure gate closes IT CLOSES no exception for anyone ..... occasionally they would get a late customer kicking off as they "were only 10 minute late"

the ladies on the  desk stood their ground every time and just said "the other 299 pasangers managed to get here on time"