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AuRavelling79

  • Posts: 25405
Latest Dumpee ...
« on: December 21, 2017, 09:50:45 pm »
Mrs. S. - an irritating pain now realises she's not getting clean windows for Xmas.

Two years ago she went from £12.00 every 4 weeks to £16.00 every 8 weeks at their request and she grumbled that it was more expensive but accepted my "there's two months worth of dirt to clean rather than one" explanation.

About a year ago she asked me to miss her as she's "just had new windows yesterday and she's worried the sealant won't be dry yet". I agree but then find out that rather than (say) having a whole house of windows or even one side of a house of windows she actually only had one window done (kitchen.)

Six months ago she gets new neighbours next door - but across a driveway so not attached - who immediately start refurbishing the house and adding a conservatory. Mrs S. says it's too dusty and that she won't have the windows done "until they're finished".

I mentally dump her but just say "okeydokey - understood; see you later".

Yesterday I'm working about 200 yards away in the next road and chatting to a really good regular 4 weekly customer as Mrs S. walks by and cheerily says "you can start doing mine again; are you round my road today?"

Not wanting a confrontation in front of my good customer I say "I'll be in your road in a couple of hours."

Sure enough, I pull up outside her house, run the hoses to her two neighbours',  houses clean them, put away and drive off.






It's a game of three halves!

Shrek

  • Posts: 3931
Re: Latest Dumpee ...
« Reply #1 on: December 21, 2017, 10:05:14 pm »
Iv sacked off quite a few this month, you don’t realise how much of a pita some people are until you’ve dumped them

Marc Stock

Re: Latest Dumpee ...
« Reply #2 on: December 22, 2017, 08:30:32 am »
Customers are a pain. Fact.

In my opinion though, and it is just my opinion. I dont see what she did wrong.

Ok she sounds a bit eccentric but at the end of the day she wanted you to come back and redo them but you just plain blanked her which harbours resentment.

What i would have done is after dealing with the 1st customer go to her house and either clean it/or politely explain why i can no longer clean for her. After all she did explain her wants and needs as a customer to you (even though to you they were silly reasons) but to her they were significant.




nathankaye

  • Posts: 5366
Re: Latest Dumpee ...
« Reply #3 on: December 22, 2017, 09:14:06 am »
To save any confusion, I always explain to a customer why I wont be cleaning their windows any more and that they would be best to source another cleaner and its always said in a professional manner.
Saying yes and not turning up is never a good idea.
facebook.com/1NKServices
1NKServices.co.uk

P @ F

  • Posts: 6319
Re: Latest Dumpee ...
« Reply #4 on: December 22, 2017, 09:45:03 am »
People like that dont deserve an explanation , they do deserve dirty windows thats all !
I'm so lazy I'm getting tired of it !

Dry Clean

  • Posts: 8866
Re: Latest Dumpee ...
« Reply #5 on: December 22, 2017, 09:45:42 am »
To save any confusion, I always explain to a customer why I wont be cleaning their windows any more and that they would be best to source another cleaner and its always said in a professional manner.
Saying yes and not turning up is never a good idea.

Feels good though, it would be nice to think it would teach them what's its like to be messed about but I know it doesn't,
for me its just easier to tell them what they want to hear and then suit myself.

Walter Mitty

  • Posts: 1314
Re: Latest Dumpee ...
« Reply #6 on: December 22, 2017, 09:49:26 am »
Mrs. S. - an irritating pain now realises she's not getting clean windows for Xmas.

Two years ago she went from £12.00 every 4 weeks to £16.00 every 8 weeks at their request and she grumbled that it was more expensive but accepted my "there's two months worth of dirt to clean rather than one" explanation.

About a year ago she asked me to miss her as she's "just had new windows yesterday and she's worried the sealant won't be dry yet". I agree but then find out that rather than (say) having a whole house of windows or even one side of a house of windows she actually only had one window done (kitchen.)

Six months ago she gets new neighbours next door - but across a driveway so not attached - who immediately start refurbishing the house and adding a conservatory. Mrs S. says it's too dusty and that she won't have the windows done "until they're finished".

I mentally dump her but just say "okeydokey - understood; see you later".

Yesterday I'm working about 200 yards away in the next road and chatting to a really good regular 4 weekly customer as Mrs S. walks by and cheerily says "you can start doing mine again; are you round my road today?"

Not wanting a confrontation in front of my good customer I say "I'll be in your road in a couple of hours."

Sure enough, I pull up outside her house, run the hoses to her two neighbours',  houses clean them, put away and drive off.

I'm a very naughty boy. I would have started by asking where she lived.

Arnold Palmer

  • Posts: 20800
Re: Latest Dumpee ...
« Reply #7 on: December 22, 2017, 10:06:28 am »
Mrs. S. - an irritating pain now realises she's not getting clean windows for Xmas.

Two years ago she went from £12.00 every 4 weeks to £16.00 every 8 weeks at their request and she grumbled that it was more expensive but accepted my "there's two months worth of dirt to clean rather than one" explanation.

About a year ago she asked me to miss her as she's "just had new windows yesterday and she's worried the sealant won't be dry yet". I agree but then find out that rather than (say) having a whole house of windows or even one side of a house of windows she actually only had one window done (kitchen.)

Six months ago she gets new neighbours next door - but across a driveway so not attached - who immediately start refurbishing the house and adding a conservatory. Mrs S. says it's too dusty and that she won't have the windows done "until they're finished".

I mentally dump her but just say "okeydokey - understood; see you later".

Yesterday I'm working about 200 yards away in the next road and chatting to a really good regular 4 weekly customer as Mrs S. walks by and cheerily says "you can start doing mine again; are you round my road today?"

Not wanting a confrontation in front of my good customer I say "I'll be in your road in a couple of hours."

Sure enough, I pull up outside her house, run the hoses to her two neighbours',  houses clean them, put away and drive off.

Sorry Gold but to me that just sounds spineless.

There is a good chance that if you were to man up and explain to her your issue, she'd adhere to your terms in future. If not; at least you'd both know where you stood.
#aliens

Jonny 87

  • Posts: 3488
Re: Latest Dumpee ...
« Reply #8 on: December 22, 2017, 05:00:10 pm »
To save any confusion, I always explain to a customer why I wont be cleaning their windows any more and that they would be best to source another cleaner and its always said in a professional manner.
Saying yes and not turning up is never a good idea.

He didn’t say yes. He just factually stated..... I’ll be in your road in a few hours. (Truthful statement) he didn’t say “I’ll get YOUR windows cleaned
In a few hours”  ;D

Vision Technician / Visual Engineer /  Vision Enhancement Operative /...........................................................OnlyUseMeWFP AkA Jonny the Windy Wesher

Frankybadboy

  • Posts: 9022
Re: Latest Dumpee ...
« Reply #9 on: December 22, 2017, 05:13:16 pm »
To save any confusion, I always explain to a customer why I wont be cleaning their windows any more and that they would be best to source another cleaner and its always said in a professional manner.
Saying yes and not turning up is never a good idea.
So who the professional you get to tell them ;D ;D ;D ;D ;D

AuRavelling79

  • Posts: 25405
Re: Latest Dumpee ...
« Reply #10 on: December 22, 2017, 05:28:19 pm »
Just to remind those that felt the need to tell me I'm spineless or unprofessional ...

At the outset I always tell them no doorstep cancellations. She drove a coach and horses through that one a) with the one replaced window trick and b) the dusty neighbour trick.

She simply assumed I'd be back which was evidenced by her comment to me when I was talking to the other customer and I believe she was taking the service for granted.

So inasmuch as I didn't restate my terms in front of another customer I guess you could call that spineless and similarly when I said "okeydokey understood" when she did the old dusty neighbour trick.

Next time I'm in the street she will have got the message or will possibly ask me why I didn't clean and I will say "sorry Mrs. S, I have to look after my regulars and I was running short on time." The fact I was running short on time to go home and come on here with a cup of tea and chat to you lot was not mentioned.

Now if there is contrition and a reaffirming of rules, a price increase and a "no more messing" promise then I will consider taking her back on.

But I'm counting on the fact that if I was in her shoes I wouldn't want me cleaning her windows and so we won't have to deal with each other again.

 ;D
It's a game of three halves!

nathankaye

  • Posts: 5366
Re: Latest Dumpee ...
« Reply #11 on: December 22, 2017, 05:38:55 pm »
To save any confusion, I always explain to a customer why I wont be cleaning their windows any more and that they would be best to source another cleaner and its always said in a professional manner.
Saying yes and not turning up is never a good idea.

He didn’t say yes. He just factually stated..... I’ll be in your road in a few hours. (Truthful statement) he didn’t say “I’ll get YOUR windows cleaned
In a few hours”  ;D

Hasn't an MP been sacked for being misleading in his statements recently  ;D
Haha i know its not on the same comparison but it was implyining  a yes and so it is misleading compared to saying something like;
Im sorry I wont be able to continue my service with you, as we agreed at the onstart............ (explain)

This wouldn't course an argument in front of the good customer but it would also reinforce to them that your a man of your word. Especially if they were thinking of trying it on in the furture.
facebook.com/1NKServices
1NKServices.co.uk

AuRavelling79

  • Posts: 25405
Re: Latest Dumpee ...
« Reply #12 on: December 22, 2017, 05:46:23 pm »
Fair enough Nathan and Soupy. I'm off to stand in the corner for a bit.
It's a game of three halves!

robbo333

  • Posts: 2419
Re: Latest Dumpee ...
« Reply #13 on: December 22, 2017, 10:02:57 pm »
Any customer that mucks me around gets dumped. I am fairly tolerant and open minded, however, at the point she said about her neighbours work and she'll contact you when she's ready...she's dumped!
I never ever contact custies to tell them they are dumped, I just don't turn up.
These people aren't stupid, they know they have p155ed you around and know full well why you haven't turned up.
If they ever phone and ask why I haven't been, I just say 'I didn't think you wanted me to clean any more' because of...(reason goes here).
I don't ever want to have a customer where I am wondering 'IF' they want their windows done this time (8 weeks). I can't build a business on that!
There are so many good customers out there, I really can't be arsed to waste my time and effort on people who muck me around.
I clean windows because it is supposedly simple and stress free! As soon as anyone starts to upset the 'apple cart' I may as well go back into working in an office.
Aaaaaaaand reeeeeelaaax!  ;D
"Thank you for calling: if you have a 1st floor flat, mid terraced house, lots of dogs, no parking, no side access, or no sense of humour, please press hold!
For all other enquiries, please press1"

Miko67

  • Posts: 86
Re: Latest Dumpee ...
« Reply #14 on: December 22, 2017, 11:37:24 pm »
I don't think it's spineless at all.
Why should customers always have you by the balls?? Pay when want , cancel or put back when want etc.,,,
Then you just take it like a good little boy.
I think it's great you doing that, I get great satisfaction off that, when you know a customer doesn't give a feck about you but wants there windows clean, and you do there neighbours and give it an extra rinse too :-) and leave them hanging.
Mugs!

RPCCS

  • Posts: 973
Re: Latest Dumpee ...
« Reply #15 on: December 22, 2017, 11:54:52 pm »
I agree Miko,  its MY business, I work for MYSELF, not other people, and I choose the way I run my business,. Once you let customers dictate to you, then you have lost control and are no longer a business person, but an employee, and the customer is the boss.
I'm like the majority of posters on this thread, I turn up regular, do a decent job for a fair price, and if anyone doesn't like the way I operator wants to change things around, there;s the door.  Last time round in one area, this guy, who works for a tv company, big 4 bed detached house , double garage, 2 cars, huge conservatory, says, can we use you a bit less? say 3/4 times a year? just trying to cut expenses, incidentally ,his Mrs works for same company, and is regular in front of the cameras.  I said no, but can do each second visit if you want? Anything less than that, then I can't keep you on, I need to know how much work I have to do each day/week He agreed, so we'll see how long it lasts.
Cheers Rich

lee_dewing

  • Posts: 3120
Re: Latest Dumpee ...
« Reply #16 on: December 23, 2017, 01:26:15 am »
Granville gave the messer, a taste of what it is to be messed about😁

She turned into a maybe.

You either want clean windows or you don't.

If she wants a space on your round Granville tell her it's standing order only or 3 payments in advance.

I don't give messers much room.

Is this customer an asset to Granville's business?
Would he like more customers like this?

Would more customers like this increase Granville's hourly/daily/weekly etc income?

Customers like this are tolerated if you don't have a full.round.
Make her flounce off.
Pleasure in the job puts perfection in the work.     - Aristotle

nathankaye

  • Posts: 5366
Re: Latest Dumpee ...
« Reply #17 on: December 23, 2017, 02:12:37 am »
Next time we (as window cleaners) get annoyed by a customer or a drunken irish man outside a shop we're working on, this is what we need to do between next job.!

https://youtu.be/CTS4aOJkTV4
facebook.com/1NKServices
1NKServices.co.uk

Arnold Palmer

  • Posts: 20800
Re: Latest Dumpee ...
« Reply #18 on: December 23, 2017, 04:52:21 am »
The dreaded window cleaner inferiority complex strikes again. No one is saying you should take it like a good little boy. The total opposite in fact.

They don't understand how a window cleaning round works, why would they? Even if you went over it with them in the beginning, they weren't really listening. Quite right too, how a window cleaning round works is less interesting than you might think. The way they see it is simple: you are a window cleaner, they want their windows cleaned.

Do you really think that you're getting one over on them by telling them you'll be there, then not doing them? You're not. They just think you're either weird or incompetent.

Losing a customer shouldn't give you satisfaction whether it's a messer, a flounce or any other reason. You should be trying to work out something with these people that you're both happy with, if you can't work something out; tell them why. It's not difficult.

Explain that your books are nearly full and you're turning away work, work that wants doing every time. Tell her that you schedule a certain amount of work each day for the area you're in and her turning you away messed up your timetable. Tell her you offer an ad-hoc service but it's 5x your standard monthly price. You could even tell her the truth; you take it personally when she asks you to miss her windows. My point is, tell her something. I don't see what you have to lose and I see no point in messing her about.
#aliens

alank

  • Posts: 648
Re: Latest Dumpee ...
« Reply #19 on: December 23, 2017, 05:42:40 am »
Good advice there soupy ;D