[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.

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

Probably because that would have meant full price, which she had already agreed to, not the side and front price which she had no prior knowledge of.

[Stoots]

I would have said, ok i will take the £8 this time not to worry but if you can please sort me out  a key as in future that would be great as your house is a bit out of my way and i really need access to the back. Kind regards

[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.

Probably because that would have meant full price, which she had already agreed to, not the side and front price which she had no prior knowledge of.

Maybe. I've had one like this once before and when I said I couldn't get back, she "did her nut", saying she's a very busy woman with children and couldn't be expected to remember. These days when I have access issues like this I state that I will go over the gate with the Little Giant step ladder if they  forget. If any refuse (none ever have) I wouldn't take the house on because in my opinion it won't be a good working relationship long term. 

In this case I actually think SeanK is nearer having the right approach and although the woman's texts weren't rude, her attitude was in my opinion unreasonable. Mind you, the explanation as to the cost breakdown sounded like bs. Much better to say "minimum charge applied" on the bill.

[SB Cleaning]

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.

If you think this than why don't you clean in the rain and strong winds

[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.

If you think this than why don't you clean in the rain and strong winds

For the same reason I clean every property on my round to the best of my ability, I feel better when I do a job well, if I feel
that the weather will prevent me from achieving this then I wont clean on that day.
It has nothing to do with me thinking that every customer picks up the cleaned slip and then checks every window to make sure
they are done to perfection.
There are too many successful cowboys in my area to make me think that.

[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!).

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.

Why? To make my life easier not theirs.
I think you're right that a lot of custies don't give cleaning a second thought, but they still PAY ME to do it and I do it properly every time.
You're also correct that the custy probably couldn't even tell if the quality was up to scratch but I CAN.
And yes we do make window cleaning complicated. But that's because I care about it and want to get the very best out of it.
Anything I can do to make it easier, I will do. The items you have commented on above will hopefully make cleaning easier for me, with less confusion for the customer.