[James Styles]

I had a customer who was due for next clean after 4 weeks say to me today when I knocked on “I’ll leave it today thanks” it caught me out so I just said “ok, do you still want to be kept on for every 4 weeks?” She replied “yeah” ....
Did I respond in the right way? also how would you deal with this?

[Shrek]

I had a customer who was due for next clean after 4 weeks say to me today when I knocked on “I’ll leave it today thanks” it caught me out so I just said “ok, do you still want to be kept on for every 4 weeks?” She replied “yeah” ....
Did I respond in the right way? also how would you deal with this?

Dump and Don’t ever go back. You don’t want customers that say leave it today, nobody does- that is what you call a ‘messer’ .

[Cookie]

I had a customer who was due for next clean after 4 weeks say to me today when I knocked on “I’ll leave it today thanks” it caught me out so I just said “ok, do you still want to be kept on for every 4 weeks?” She replied “yeah” ....
Did I respond in the right way? also how would you deal with this?

Dump and Don’t ever go back. You don’t want customers that say leave it today, nobody does- that is what you call a ‘messer’ .

I disagree - I think you're missing a golden opportunity here.... I would sell them an 8 weekly clean but explain that you'll need to increase the price by 25% since the windows will be dirtier and take longer to clean. It's a win win since they will be paying less for window cleaning over the year and you will be upping your hourly rate. 

[The Jester of Wibbly]

I always text the customer the day before.   If they ask to leave it this time by reply its fine with me.   They are not in any legal obligation.  It don't happen often but when it does I rather it this way rather than wasting my time driving out to them to be turned away.     If they turn me away at the door I simply explain I can't work like this as I have come out to their property.   They will either let me carry or get dumped.

This type of person will keep doing it time and time again.  Don't be a fool 

[zesty]

All I’ve read is the title to your thread.

And my answer is, dump them now.

[Smudger]

Yes it happens - and it can catch you out when new to this game

For me customers get a second chance - unless they are new then we would end the cleaning - as said 8 wky clean may be an option I pitch it this way - standard service is x once again ry 8 weeks a 4 weekly service is a discounted price as we come to clean more often

My 8 wky price is 40 to 50% more than the price I had in mind when pricing for 4 wky then I say if you would like 4 wky then it’s xxx ( about 10% cheaper than the 8 wky price

Now we he customer has the choice of 4 or 8 - and any 4 wky who misses a clean for no valid reason is then charged 8 wky on the next clean

Hope that makes sense

Darran

[Stoots]

The odd one, if they do it rarely and it's via text so I know before hand I let slide.

If it becomes a habit, more than twice a year without good reason (holiday, building work etc) I would probably get rid.

It does depend a bit in what stage of business you are at though, an irregular customer is better than no customer when starting out.

A doorstep cancellation is another matter though. If I'm being turned away on the door without good reason that's an instant dump. unless of course again there's building work or other good reason.

Just apply common sense

[James Styles]

I appreciate the advice guys, I am still building so I’ll keep her on for now but if she does this again I will have to have a word and say I can’t work this way you either want it monthly or not, I will offer the every 8 weeks, just seemed like she wants to decide how dirty they are each month and that’s no good for me, hopefully she won’t be a problem but I believe she will unfortunately. Bit of a shame as it was a simple easy house for £12 monthly.

[nathankaye]

I appreciate the advice guys, I am still building so I’ll keep her on for now but if she does this again I will have to have a word and say I can’t work this way you either want it monthly or not, I will offer the every 8 weeks, just seemed like she wants to decide how dirty they are each month and that’s no good for me, hopefully she won’t be a problem but I believe she will unfortunately. Bit of a shame as it was a simple easy house for £12 monthly.

I appreciate ur still building a round,  but is that £12 customer really worth it?  £12 for stress n grieve and putting you in a bad mood for the day?
If it's then keep it, that's your choice but try n build a round without the likes of this one from the start, or she's going to bug you each month

[Dry Clean]

I appreciate the advice guys, I am still building so I’ll keep her on for now but if she does this again I will have to have a word and say I can’t work this way you either want it monthly or not, I will offer the every 8 weeks, just seemed like she wants to decide how dirty they are each month and that’s no good for me, hopefully she won’t be a problem but I believe she will unfortunately. Bit of a shame as it was a simple easy house for £12 monthly.

James I know there's a temptation to keep the dross when short on work but these types will suck the moral out of you, dump  and move on.

[Slacky]

Principles dont put food on the table or sort the kids school uniforms out. Some of you have forgotten what its like to build a business.

Keep the customer on James. Educate them if it happens again. When you’re in a better position you might consider replacing them with a reliable customer.

[Window Cleaning Services]

The fact that you have asked the question means you are thinking like the majority. If you can afford to lose messer's then just say  "Ok...Phone me when you are ready." Then leave until they do... they normally do after 3 months... then just say there is an increase in price of 2 or 3 pound and would they like to continue on the 4 week cycle. It' 8)s worked on the few that have done it to me.  Do it each time they cancel until they say stop.

[james peters]

but if she does this again I will have to have a word and say I can’t work this way

I don't even bother explaining. when this happens they have wasted enough of my time. I just move on.
its a numbers game . you gotta keep searching for the good ones, they are out there.

[bobplum]

I had a customer who was due for next clean after 4 weeks say to me today when I knocked on “I’ll leave it today thanks” it caught me out so I just said “ok, do you still want to be kept on for every 4 weeks?” She replied “yeah” ....
Did I respond in the right way? also how would you deal with this?

How many times have you cleaned this customer

[p1w1]

As your still building your round I would advise keep her on (the more your out cleaning windows the better the chance of getting walk ups asking for a quote and neighbours seeing you around, which is what you need at the moment) and if it happens again politely explain to her that the original agreement was 4 weekly and to keep her on your list she needs to stick to that agreement. As mentioned you can also offer a 8 weekly service at an increased price if that is more suitable for her.

Just dont these things personally it will happen again, you will find that just educating your customers a bit on this issue when it happens that many will see your point and be good  in the future, some wont but you can replace them  as you build your round, but just to dump them without trying to resolve the issue is a bit silly really.
Wait to you get the customer that has asked for a regular frequency and then has moved the next time you go round  . 

[Johnny B]

Here's my four penneth:

When I started here in Ireland I had this response from nearly every custumer I found when going back for the second clean. I told them to ring me when they needed me again and moved on. Some did call me, others didn't.  A few did want a regular frequency so I started to build my run around them. I still kept the ones on who would ring me as and when, on the basis that I still earned from them (and that is the point).

8 years later I have around 300 regular customers (on a 6 weekly frequency) and around 350 more who may ring every now and then. Some of the latter have since even gone over to a regular clean with no issues.

So in my experience every one you can make money from is worth keeping. When at full to bursting point, you can either take an employee on, sell some work or bin it. The choice is yours (and mine).

John

[dazmond]

I had a customer who was due for next clean after 4 weeks say to me today when I knocked on “I’ll leave it today thanks” it caught me out so I just said “ok, do you still want to be kept on for every 4 weeks?” She replied “yeah” ....
Did I respond in the right way? also how would you deal with this?

this happens very occasionally to me even after 26 years of window cleaning....i dump them usually if its for no good reason esp if its an 8 weekly job.....if its a 4 weekly and their honest(their skint for example)then i might relent if their usually a good paying customer the rest of the year....

[Missing Link]

I had a customer who was due for next clean after 4 weeks say to me today when I knocked on “I’ll leave it today thanks” it caught me out so I just said “ok, do you still want to be kept on for every 4 weeks?” She replied “yeah” ....
Did I respond in the right way? also how would you deal with this?

Dump 'em. 

They'll do it again, and again, and again.

Not worth the bother.

[capn sparkle]

As you're just starting out building a round I'd keep 'em on for the simple reason that the £12 you'll probably get next month helps with the bills (you've got spare time at the moment) hateful though it is, a doorstep cancellation isn't the end of the world.

When you're busier - Sack instantly or try the 25% extra 8 weekly version mentioned above.

Alternatively.
SACK
SACK
SACK
SACK
SACK
SACK
 

[Plankton]

Keep for now, don't jump the gun and dump! If it's an ongoing thing then deal with it.