[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

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

Yes I can see why now!  Having re-read the original post, and more specifically the text messages, it seems as if she felt she was being overcharged for just having the fronts cleaned (and sides I would guess) compared to the cost including the backs. My pricing structure differs from David's, so this issue would not likely arise. I have had this sort of situation many times and have never knowingly lost a customer because of it.

John   
 

[Smudger]

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 .

His point is valid and well made , it was an excellent post

People have differing views and levels of customer service

Darran

[jonboywalton75]

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.

True, but I look down on no-one.
IMHO she was saying it was Dave's fault that her back Windows weren't getting done, not hers.
She needs to be dumped as she will cause problems in the future.
I used to be told what to do in a previous job, now I can work for who I like.

[davids3511]

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

Yes, I would prefer to still have her as a customer and if I had the time over I would go with Smudgers  "as a valued long term customer I'll only charge you the £8 but in future it would have to be £10".

Getting over the gate was a no go, its too decrepid. The £10.00 was fair and in proportion to the job as a whole. I actually am out of the area most of this week and out of the country for alot of next. It's a pity it couldn't have been resolved more amicably but  I don't like to go back even if I can. I've had it a few times in the past where leaving the gate open becomes less of a priority in the future because the expectation is that I will come back to finish the job at a later date.

[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

Yes, I would prefer to still have her as a customer and if I had the time over I would go with Smudgers  "as a valued long term customer I'll only charge you the £8 but in future it would have to be £10".

Getting over the gate was a no go, its too decrepid. The £10.00 was fair and in proportion to the job as a whole. I actually am out of the area most of this week and out of the country for alot of next. It's a pity it couldn't have been resolved more amicably but  I don't like to go back even if I can. I've had it a few times in the past where leaving the gate open becomes less of a priority in the future because the expectation is that I will come back to finish the job at a later date.

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

Yes, I would prefer to still have her as a customer and if I had the time over I would go with Smudgers  "as a valued long term customer I'll only charge you the £8 but in future it would have to be £10".

Getting over the gate was a no go, its too decrepid. The £10.00 was fair and in proportion to the job as a whole. I actually am out of the area most of this week and out of the country for alot of next. It's a pity it couldn't have been resolved more amicably but  I don't like to go back even if I can. I've had it a few times in the past where leaving the gate open becomes less of a priority in the future because the expectation is that I will come back to finish the job at a later date.

That's fair enough David. I have to say that her tone appeared to be reasonable enough to me. By that, I mean there may be a chance that she has another think about the situation, and will give you a call in a month or two. If she does, then who knows, if you take her back on she may never forget to unlock the gate again!

Best wishes,
John

[robbo333]

I think from now on, when I take on a new custy and I'm going through my 'routine' how I work etc etc, clean every 8 weeks blah blah I will throw in these extra bits. If they are on holiday I clean the front only (charge x) pick up the backs 8 weeks later and if they forget then I clean the front only (charge x).  I think i'm going to 'set my stall out' more thoroughly at the first clean stage. I'll use a small check list (for me only) to cover the points (nicely, politely and friendly). That way there should be no comeback (he said!).

[lee_dewing]

Same here

[AuRavelling79]

You handled it perfectly. Let her go. You will build a round with customers who respect you and you them.

[SeanK]

I think from now on, when I take on a new custy and I'm going through my 'routine' how I work etc etc, clean every 8 weeks blah blah I will throw in these extra bits. If they are on holiday I clean the front only (charge x) pick up the backs 8 weeks later and if they forget then I clean the front only (charge x).  I think i'm going to 'set my stall out' more thoroughly at the first clean stage. I'll use a small check list (for me only) to cover the points (nicely, politely and friendly). That way there should be no comeback (he said!).

Why ? 99% of customers never give the cleaning of their windows a second thought, you clean they pay and it
goes on and on, to be honest most couldn't even tell when they where last cleaned or if the quality was up to scratch.
Its only window cleaners that make window cleaning complicated.

[Smudger]

Yep agree with that Sean.

Mr gold - seriously ?? The woman apologised in the text and asked nicely if he could return - I really fail to see where, why, when she was condescending or rude ?

Darran

[jonboywalton75]

She cancelled because she messed up and blamed Dave
Myself, I don't like being blamed for doing a great job.
Some people!!!!!

[Arnold Palmer]

Yep agree with that Sean.

Mr gold - seriously ?? The woman apologised in the text and asked nicely if he could return - I really fail to see where, why, when she was condescending or rude ?

Darran

I swear I've never seen a group of people who are so sensitive about this sort of thing.

The woman was perfectly polite. The service didn't work the way she liked so she politely asked to stop. Fair enough she coulda/shoulda opened the gate; but she forgot. I've seen customers who have been condescending and rude (as I'm sure most of you have), this, I'm afraid, isn't one of them.

[jonboywalton75]

My wife does say that I'm sensitive?
I think I'm just in touch with my feminine side, oooooh

[Johnny B]

Yep agree with that Sean.

Mr gold - seriously ?? The woman apologised in the text and asked nicely if he could return - I really fail to see where, why, when she was condescending or rude ?

Darran

I swear I've never seen a group of people who are so sensitive about this sort of thing.

The woman was perfectly polite. The service didn't work the way she liked so she politely asked to stop. Fair enough she coulda/shoulda opened the gate; but she forgot. I've seen customers who have been condescending and rude (as I'm sure most of you have), this, I'm afraid, isn't one of them.

I agree with you Darran. I can be a bit sensitive (flouncy even) at times, but I can't see how she was anything other than reasonable. Question for 'sensitive types': If you were the customer in this case, how would you have responded?

John

[jonboywalton75]

I would have admitted that it was my fault as I forgot to leave the gate open, not expected Dave to come back and clean and not spat my dummy out and cancelled his services like a spoilt child.
Believe it or not I think that would have been more reasonable than what she actually did.

[jonboywalton75]

Yeah maybe condescending is the wrong word.
Spoilt or selfish is better!!!

[Arnold Palmer]

Yeah maybe condescending is the wrong word.
Spoilt or selfish is better!!!

She thinks the price for the work done is too expensive. Whether or not she is right is irrelevant.

If someone does a service for you and you decide you've been over charged, would you just carry on with the service, politely cancel or tell them to stuff their service up their arse?

[8weekly]

Yep agree with that Sean.

Mr gold - seriously ?? The woman apologised in the text and asked nicely if he could return - I really fail to see where, why, when she was condescending or rude ?

Darran

I swear I've never seen a group of people who are so sensitive about this sort of thing.

The woman was perfectly polite. The service didn't work the way she liked so she politely asked to stop. Fair enough she coulda/shoulda opened the gate; but she forgot. I've seen customers who have been condescending and rude (as I'm sure most of you have), this, I'm afraid, isn't one of them.

I agree with you Darran. I can be a bit sensitive (flouncy even) at times, but I can't see how she was anything other than reasonable. Question for 'sensitive types': If you were the customer in this case, how would you have responded?

John

She was lovely........ until he said he wasn't able to return.

[8weekly]

Yeah maybe condescending is the wrong word.
Spoilt or selfish is better!!!

She thinks the price for the work done is too expensive.

She only mentioned it after he said he couldn't return.

[SeanK]

We could argue forever on why this woman cancelled her future cleans but the fact is she wasn't happy with the service.
My god there are some real babies on here... Well I'm not going to back down because she started it.
If I didn't want to get over a gate then I wouldn't take her back on, not because she hurt my feelings but because she will more than likely forget to unlock the gate again.
She needs a shiner who will clean her back windows if the gate is locked and the shiner who doesn't want to climb over a locked gate doesn't need her.
There we go two happy shiners and not a wet hanky in sight, happy days.