[JM123]

Just got home at 5 today and already had 2 calls (its only 6:30), first one was complaining that I didn't come back and collect ( I forgot to ), the second was a man who I have been cleaning the windows for about 6 months, complaining that he didn't ask me to do them this month ( I tell everyone that its once a month) and that he only wants me round when he calls me!! 

Any suggestions??  Sensible suggestions please, I don't want to go to jail/gaol.

[steve k]

without a doubt...dump the second customer...YOU run your business...not your customers. Tell him when your bank allows you to pay your mortgage when you want, you`ll take him on your round...until then, it`s every month or he can find another window cleaner.

as for the first customer, tell them you are introducing an envelope system...if they are in, they can pay, if not...you will leave an addressed envelope with a "windows cleaned today" card (with or without a stamp...it`s up to you) and they are to send you a cheque...works a treat and no more evening collecting.

[Andrew McCann]

Wholeheartedly agree with Steve on this one!!!

Dump that "clean it when I say" customer. Replace him with a decent one. Introduce an envelope system as soon as you can. it really works. I put the stamp on.. 2nd class one. I know for a fact that the expense is far outweighed by the time I save and the fuel etc going around.

Cheers

Andrew

[matt]

i dont even use a envelope

i just include on my "your windows have been cleaned" slips, my name and address

they then send the cheque

it works well

[Dick]

Wait for him to contact you and then politely or otherwise tell him you can't make it then, but tell him when you can, that's if you still want him as a customer. It's your call.
Dick

[jinky230]

i USUALLY TELL THEM THAT IT IS  PRICE PLUS HALF AS THERE IS 2 MONTHS DIRT ON
THE WINDOWS IF HE WANTS IT NOW AND AGAIN IT IS 3 TIMES THE PRICE AND IF THEY WANT JUST TOPS 2 THIRDS OF PRICE

HOPE THIS HELPS
JINKY

[mark dew]

Everyone seems to agree the 2nd should be dumped but no-one has suggested you mention a price increase for longer than 4 weeks.
With 6 months and no complaint he might have had a bad day.

Just got home at 5 today and already had 2 calls (its only 6:30), first one was complaining that I didn't come back and collect ( I forgot to ),

I would consider dropping this customer more. Unless it's worth a complaint if you're late??

All depends on what's best for you really. There is always another way.

mark

[mark dew]

someone has mentioned it. Sorry.....

[JM123]

Cheers Guys, he's history.  Still owes me £24 but I'll have to write that off.  Bad day or not, he was rude on the phone and I just can't have that.  Thanks very much folks

[jeff1]

i dont even use a envelope

i just include on my "your windows have been cleaned" slips, my name and address

they then send the cheque

it works well

Same as me never had a problem.
and dump that customer

[rosskesava]

I don't about the 'dump the customer' just because they express what they want. It's more a case of can you increase your profits by giving the customer what they want. It's worth a try.

If the job is worth keeping then say to them that they call you when they want you but it will cost more, at least 50% more, because your prices reflect how you organise your business and a call out affects your profits.

It's not that the customer is then running your business and not you. The trick is to arrange things so as you still make money from them and preferably more money than previously.

If it becomes hassle or causes you problems, then dump them but I'd try other approaches first.

As for customers who are out. We have a pre printed letter and envelope with a first class stamp on it. It looks proffesional.

Last year out of nearly 5 000 SAE's, only 63 didn't send a cheque. Of those 18 said they'd sent it, but still paid, 40 had forgotten and 5 ex customers never paid.

When we used a just a slip with our comapny name and address plus the amount, there was constant non payment problems with far less customers.