[cornwallwindows]

Just wondered how you guys and gals deal with crappy custys? I had a really good day, cleaned lots of windows in the lovely warm sunshine, picked up three more without knocking. But when I got home there was a message to phone one of the houses that I'd just done. She complained that I'd not cleaned the cobwebs off and the windows were still dirty. I'm positive it's the right house and that I've done all the windows but going back tomorrow to see the supposed results!

I'm pretty green, been set up about three months, and a bit worried that a bad review will get around (it's quite a close knit village). I've only had a couple of complaints before and tested out my equipment on my own windows, which was fine.
I have a feeling that this lady is a bit of a village fussy busy-body! I was apologetic and kind so she couldn't bite back but it's still frustrating when I took over a round that was a shambles, now trying to build it back up, I'm worried that news of a bad job travels fast!

PS she only pays £5 (old windies prices!).

Any advice?

[Afterglow Window Cleaners]

wfp or trad?

[cornwallwindows]

Wfp - they've not been done for 6+ months.

[J.D]

Go back and do them again , be polite and courteous. If it happens a second time then just tell her you will try and get her another suitable window cleaner who may be of help! When a customer realises they are not actually that important to your success then they soon backtrack!

[edward1]

Go back and do them again , be polite and courteous. If it happens a second time then just tell her you will try and get her another suitable window cleaner who may be of help! When a customer realises they are not actually that important to your success then they soon backtrack!

good answer

[cornwallwindows]

Haha. I like that approach!

[ben M]

Did you charge £5 for the first clean?

[Dave Willis]

Go back and have a look. Wfp is crap on first cleans. 

[SeanK]

First tip, never reveal your prices on this forum it sets the willy wavers off.
If you get a complaint then call and inspect the windows for yourself if you find that they aren't
up to scratch then clean them again.
If its a genuine complaint then that will satisfy the customer and let them know you guarantee
your work.
Never get stressed out or let a complaint ruin your day, the guy who never made a mistake never made anything.
Yes news of a bad job can travel but news of a good job travels faster one moaner isn't going
to ruin a good reputation.

[Tom White]

First tip, never reveal your prices on this forum it sets the willy wavers off.

£5 - and all this hassle?  I'm not willy waving, but surely £5 is far too cheap unless it's like a single paned shop window or something of that ilk.

Let's help the guy price his jobs a little better than that; surely?

[Tom White]

I have a feeling that this lady is a bit of a village fussy busy-body!

A couple of times I've had awkward customers and dropped them, in later conversations with their neighbours, it's transpired that they were general 'nutters' and not much liked by their neighbours either.

I wouldn't worry too much about what she'd say.

I'd check the windows before I did anything.  If her complaint was valid, I'd re-clean them. 

But seriously, £5 for a house - isn't viable (IMO).  If you price too cheap you'll make a rod for your own back, and the next stretch of bad weather that hits us, you'll get disillusioned and jack it in.

Maybe make £10 your minimum clean price (most in South East Wales have no problems with that); or higher and just get out leafleting and canvassing more work.

[Tom White]

And if the windows were okay - even if they weren't perfect - for £5 I'd think it rude that she complains.  When I pay a fiver for the car wash, I don't expect a valet.  I just expect the dirt to be taken off - nothing too fancy.

Sheesh.  The cheek of some folk.

I'm feeling indignant for you! 

[SeanK]

First tip, never reveal your prices on this forum it sets the willy wavers off.

£5 - and all this hassle?  I'm not willy waving, but surely £5 is far too cheap unless it's like a single paned shop window or something of that ilk.

Let's help the guy price his jobs a little better than that; surely?

Fair enough but how long until we have the £240 an hour guys telling him what he should be charging.
This is the reason why I believe its better to keep your prices to yourself.

[Tom White]

First tip, never reveal your prices on this forum it sets the willy wavers off.

£5 - and all this hassle?  I'm not willy waving, but surely £5 is far too cheap unless it's like a single paned shop window or something of that ilk.

Let's help the guy price his jobs a little better than that; surely?

Fair enough but how long until we have the £240 an hour guys telling him what he should be charging.
This is the reason why I believe its better to keep your prices to yourself.

Yes, it's hard to get the balance right.  I prefer what we seem to have now on the forum.  I remember when we had guys claiming to be able to clean 8 houses an hour and all kinds of funny claims.

[rosskesava]

Someone is complaining about cobwebs after having their house cleaned for £5?

My advise, don't worry about what the neighbours will say and forget about getting bad mouthed by this customer and just say you'll try and remove the cobwebs next time. I definitely would not go back otherwise her complaining to get you to return could become a habit.

Most customers are not stupid when it comes to what neighbours say and if this lady is a village busy body, then I think others know what she's like already.

[rosskesava]

£5 - and all this hassle?  I'm not willy waving, but surely £5 is far too cheap unless it's like a single paned shop window or something of that ilk.

Let's help the guy price his jobs a little better than that; surely?

It's a confidence thing mixed with experience.

When I started window cleaning (trad) with a friend 13 years ago and before this forum began, some of our prices were so low that thinking back, it was ridiculous. We charged £1.50 for a council semi.

When you don't know the score and are new at the game, you can tend tend to give a price according to what you think the customer will accept which is usually way lower than what they are prepared to accept. I think it the fear of rejection or the customer saying 'no' but when each new job is a milestone, it's hard to be objective or confident about price.

After a few months, I can remember the first time I felt outrageous and quoted £5 for a 2 bedroom semi and the lady agreeing. I thought we'd hit the big time and it gave me a bit of a buzz and the confidence to ask for the same the next time.

My advice is the next time, the op should just say double the price he is thinking  and see what happens. Some will say no, but some will say yes.

[AuRavelling79]

Ross makes a good point.

Lemme tell you about conny roofs; must you? yes, ok then. 

We generally charged about £30 for a conny roof - then I said to Dan the man "it's hard work; I can't be ass'd" if you want 'em then do 'em on a Friday (non working day) and you get 80%.


I get a call from Mrs C. You did my conny last year my friend wants hers done, can you fit her in?

Now Mrs C. paid £35 for hers. I say to DtM - you have it, you quote it, you get 80%. He toddles off and quotes £110. Blow me down she phones up and he's got the job!

So I get £22 for letting him use the van and gear, he gets £88; all for about 3 hours work+ half an hour driving.

He's happy, she's happy, I'm happy cuz my back won't ache and my costs are covered plus a bit. All is good.

[paulben]

I would go back see what she is complaining about if they are mucky do them trad to get them really clean then go back to wfp next time . I agree wfp not brill on first cleans.If she moans next time just drop her

[cornwallwindows]

They weren't my prices, as the first message said, old windies prices. It would be £10 if it were mine, but can't go doubling the price in the first two months of taking over otherwise I'd have no one left.

[paul13]

First tip, never reveal your prices on this forum it sets the willy wavers off.

£5 - and all this hassle?  I'm not willy waving, but surely £5 is far too cheap unless it's like a single paned shop window or something of that ilk.

Let's help the guy price his jobs a little better than that; surely?

Fair enough but how long until we have the £240 an hour guys telling him what he should be charging.
This is the reason why I believe its better to keep your prices to yourself.

Yes, it's hard to get the balance right.  I prefer what we seem to have now on the forum.  I remember when we had guys claiming to be able to clean 8 houses an hour and all kinds of funny claims.

I'm that man
when you have the work to clean 8 houses an hour it can be done
We are not as low as £5 now we increased our prices to £6 This is the way we built
our run we make a good hourly rate which is what we based our work on not house prices.
If I went back and done it all again I think I would go down the higher priced route because now
I do feel it a struggle to go out and bust my guts to do the work we usually do.