[Shane O Neill]

TBH if I had been that customer, I'd have cancelled too.  That long explanation came across as rather patronising and would have annoyed me (though I do understand why you wrote it).

This is just my humble opinion, but this is exactly the type of problem you run into when you do the whole 'back gate text thing'.

I will never understand it!  Why would you let your work be dependent on whether the customer happens to remember to unlock the gate?!  That's just an annoyance for them and a hassle for you.

In my view the more you depend on the customer to remember to do something, the more trouble you'll have.

So what do you do?

CLIMB OVER!

Get a collapsible ladder if you must. 

Right from the start tell the customer they don't have to do anything, you'll handle it all.  Easy, simple.

+1

[SB Cleaning]

Personally I would of hopped the gate.

[robbo333]

Probably next time, do exactly the same thing but just charge slightly less.
I would have done the same thing and have done on a few occasions.
I usually send them a text saying that 'unfortunately I couldn't clean the back because the gate was locked but I managed to clean the front and have charged accordingly' What I find is that if you make the price fair, the custy is sooooo grateful and funnily enough, don't do it again.

[andyM]

Hopping the gate is an option I suppose.
But what happens if you catch them unawares (sun bathing nude/topless, naked in the hot tub) or worse still bump into the infamous Pete the Naturist having his UV treatment prescribed by his doctor? 

[robbo333]

Hopping the gate is an option I suppose.
But what happens if you catch them unawares (sun bathing nude/topless, naked in the hot tub) or worse still bump into the infamous Pete the Naturist having his UV treatment prescribed by his doctor? 

Perks of the job 

[dazmond]

if i could of hopped the gate by splitting my 2 section ladder i would of clean the backs no problem.if it was impossible obviously NO.

if i was cleaning again in the same area the next day i would of cleaned the backs the next day for her yes.if not then no way would i go back to clean 4 windows.

[jonboywalton75]

That last comment she made that she may want you again, well, I would not take her back once she had spoken so condescendingly.

I must have missed the bit where she was condescending. She asked for money off (something I do every day), didn't get it, so decided she didn't want to pay £10 for half her windows to be cleaned. Fair enough, that's her choice. Plenty others would be happy to pay.

Window cleaners don't half have an inferiority complex

I don't talk down to people and don't expect them to do so to me

Again, I must have missed the talking down bit. All she did was ask for money off, when she didn't get it she politely cancelled the service.

Let assume she thought the price was too expensive so wanted to cancel, how could she have handled it in such a way that the CIU faithful didn't chuck their toys out the pram?

Don't you think that it was obvious that she cancelled because she didn't get her own way?
It was to me!!!!
The customer is not ALWAYS right.

[duncan h]

You did nothing wrong.
Send her a text back, saying sorry you feel like that, It was your fault at the end of the day.
Would love to put more and end with a swear word

[davids3511]

You did nothing wrong.
Send her a text back, saying sorry you feel like that, It was your fault at the end of the day.
Would love to put more and end with a swear word

Nah, I just said ok and thanked her.

[Smudger]

Out of interest how long have you had this customer, and are they regular offenders regarding the gate?

Darran

[davids3511]

Out of interest how long have you had this customer, and are they regular offenders regarding the gate?

Darran

I've done the house about 3 years but they moved in about 6-8 months ago. Done it maybe 5 times for them. Never a problem with the gate before.

[lee_dewing]

David.

I probably would have said something after she had cancelled.

"Mrs whatever, maybe it`s my fault for not explaining things from the start. as a sign of good wil I`ll charge £7 but please could you let me have a key"

many thanks David.

I think even if you text that now you`d get her back.

I think you handled the situation well and you were very polite and professional.

over the 10 years of dong this I have thrown my teddy out of the pram a few times
sometimes I find it easier to let them have their little victory.
play the hurt bunny an make em feel guilty
 

[Smudger]

Well maybe you could have said something like "as a valued long term customer I'll only charge you the £8 but in future it would have to be £10"

They would be happy and you'd keep a customer worth around £150 per year + good will

Darran

[Bungle]

+ 1

+2 and a bit

[Bungle]

Personally I will never understand why a window cleaner cant get over a locked gate in a safe an easy manor, but that's your
choice/terms and I think you handled the situation very well.

Climb over gates no thanks done it moved on...if I have to strain myself not interested
easiest occupation ive ever had and like to keep it that way

 

[davids3511]

Well maybe you could have said something like "as a valued long term customer I'll only charge you the £8 but in future it would have to be £10"

They would be happy and you'd keep a customer worth around £150 per year + good will

Darran

Yeah, I think this would have been the smart thing to do.

[Arnold Palmer]

Personally I will never understand why a window cleaner cant get over a locked gate in a safe an easy manor, but that's your
choice/terms and I think you handled the situation very well.

Climb over gates no thanks done it moved on...if I have to strain myself not interested
easiest occupation ive ever had and like to keep it that way

What if there were biscuits on the other side of the gate? What then?

[Arnold Palmer]

Don't you think that it was obvious that she cancelled because she didn't get her own way?
It was to me!!!!
The customer is not ALWAYS right.

No, not obvious. Why should she not want it her own way? We provide a service to them, not the other way round. It is not our right to clean these people's windows. If you do/say/charge anything that is not to their liking they have every right to cancel the service you provide. She was polite, if it was me and someone who provided me with a service did something I didn't like; I'm not sure "thanks" would have been in my reply.

[Johnny B]

David, I believe that for you to ask the question in the first place, you regret losing this customer and know that if you could have handled it differently and kept her custom. She was on first name terms with you, and in my book that gives you some value in her eyes.

For my twopenneth, I always try to provide a service which pleases my customers, which sometimes means sacrificing my own feelings to a degree, but sometimes it may not be possible.

In the situation you describe, I would have either climbed over the gate if safe to do so, (always with said customer's permission beforehand), or simply done the fronts and charged accordingly. If it were reasonably possible to go back as requested to do the backs, I would have done so. If there were genuine reasons for me not being able to do so, then I would have simply said that I would be in the area again in x number of weeks time and will give them a doubly good clean then.

My feeling is that she would have probably accepted that and you would still have her as a satisfied customer.

Best wishes,

John

[8weekly]

David, I believe that for you to ask the question in the first place, you regret losing this customer and know that if you could have handled it differently and kept her custom. She was on first name terms with you, and in my book that gives you some value in her eyes.

For my twopenneth, I always try to provide a service which pleases my customers, which sometimes means sacrificing my own feelings to a degree, but sometimes it may not be possible.

In the situation you describe, I would have either climbed over the gate if safe to do so, (always with said customer's permission beforehand), or simply done the fronts and charged accordingly. If it were reasonably possible to go back as requested to do the backs, I would have done so. If there were genuine reasons for me not being able to do so, then I would have simply said that I would be in the area again in x number of weeks time and will give them a doubly good clean then.

My feeling is that she would have probably accepted that and you would still have her as a satisfied customer.

Best wishes,

John

He did do the fronts and charge accordingly and he explained that he couldn't get back, so I don't see your point .