[AuRavelling79]

From an average solid, reliable (8 weekly) custy since at least 2014 ... the windows were cleaned a week ago.

"Hi Malcom, I have just paid £17 into your account but wanted you to know that we were a bit disappointed with the last clean, the downstairs looked great but the upstairs had lines all the way down and the landing window didn't look like it had been done at all, I hate to complain as you normally do such a great job but thought I would make you aware of it.

Regards
(Name)
(Address)"

[dazmond]

From an average solid, reliable (8 weekly) custy since at least 2014 ... the windows were cleaned a week ago.

"Hi Malcom, I have just paid £17 into your account but wanted you to know that we were a bit disappointed with the last clean, the downstairs looked great but the upstairs had lines all the way down and the landing window didn't look like it had been done at all, I hate to complain as you normally do such a great job but thought I would make you aware of it.

Regards
(Name)
(Address)"

id go back and reclean without hesitation.........

[lal]

From an average solid, reliable (8 weekly) custy since at least 2014 ... the windows were cleaned a week ago.

"Hi Malcom, I have just paid £17 into your account but wanted you to know that we were a bit disappointed with the last clean, the downstairs looked great but the upstairs had lines all the way down and the landing window didn't look like it had been done at all, I hate to complain as you normally do such a great job but thought I would make you aware of it.

Regards
(Name)
(Address)"

I would go back to check it to see what the problem was, and clean again if necessary.

[Shrek]

Mate , go back and re clean. Just apologise and say you’ll be back tomorrow to re clean

[Smudger]

as above - no excuses - no slopey shoulders blaming it on druids doing a rain dance etc...

full re-clean straight away. and thank them for posting out the error and you will be checking the equipment and water quality

Darran

[nathankaye]

Yep, I'm with everyone else on this one. You ain't said they have been problematic customers, but good customers for a long time. It can be a genuine mistake or something and so I would go back.

I had one kinda similar. Been cleaning for a good customer for a while and she asked me to clean her daughters as a one off. Her daughter can't afford the price of a regular clean and the mum can't keep paying but the daughter had some work done  and it needed tidying. The mum was paying.
I did a cracking job on the house, frames n stone (but painted sills) were mingling.  I texted the mum to say all done etc but later in the day I had a call from mum asking if been done as daughter couldn't tell as some bird muck was on the window. I was fuming and went round, to see the daughter on way back from work.  I still couldn't see anything up and the daughter came out, apologised as she could tell windows n frames are clean etc,  ut she noticed the bird poop!
When she pointed it out I could see it. But, if you stood facing the window as if cleaning it, you couldn't see it. She even acknowledged this, we had a laugh, cleaned it again and all was good. But a genuine mistake from me

[Missing Link]

I'd stab the customer's dog in the neck.

[Missing Link]

Actually, no, I'd call around, have a look and re-clean if necessary.

[capn sparkle]

Re-clean soon as. I'd be really curious to see what they looked like.

[Johnny B]

Whenever I get a call from a customer expressing disappointment in the quality of my work, I go back as soon as possible. I ask them to point out the problem window(s), and if said window(s) need a re-clean, I do it/them. No charge, no fuss, but grateful that the customer was honest enough to tell me and not everybody he/she knows!

John

[Plankton]

I'd grin and bear it, go out and reclean. Been there last month with the new guy, took him out (one hour of my time)... OK its the oil off the trees.... Reclean learn everyone is good....

[chris turner]

After staring angrily at myself in the mirror for a good hour, I would slap myself until my cheeks were red, followed by a good back whipping.
Once I'd finished chastising myself then I'd go on to question the mental state of the customer. Afterall, how could a completely sane, perfect specimen of a human being, such as myself, make a mistake?

[Clever Forum Name]

Explain you haven't got a hot water system and you're in need of a break to Mexico?

[AuRavelling79]

I'm deeply disappointed in my fellow forum members in that not one of you has suggested I do a flounce.

I immediately texted her back ...

Me "I'll come and redo."
Her: "Thank you so much. I do appreciate it!
Me: "Any particular upstairs windows or all?"
Her:"The front ones and the landing, not too sure about the back as I'm not there to be honest x"

So I went and looked and was round there within fifteen minutes of getting the text and although I couldn't see anything from the ground I re-cleaned the whole house - these are UPVC over ten years old - so I  just re-cleaned the lot being extra careful. Then I texted her ...

Me: "Redone all house windows and doors; I couldn't see anything obvious from the ground outside and hope all dries to your satisfaction. If not call me back. Sorry you had to get me back."
Her: "Thanks so much"
Me: "Least I could do!"

Anyway that was at about 3.30 so unless she is too embarrassed to ask me back yet again, that should be it.

The only thing I can think of is that seals are starting to perish and run but they are "white" seals which in my experience are not nearly as bad as black seals for runs. Maybe the units are breaking down? I dunno - strange really that it is all the upstairs and not the bottoms.

 

[Plankton]

Yep it's normally the bottom windows that are the problem first. Nothing done on the roof recently? Maybe even the insides that need doing.

[AuRavelling79]

Yep it's normally the bottom windows that are the problem first. Nothing done on the roof recently? Maybe even the insides that need doing.

Quite possibly - but as no one was home and it's only 2 miles away I "just went and did".

[nathankaye]

In the early days, I got a customer who cancelled when I went for payment later that evening, I asked why? Hope its not the service etc etc and was told about a window I had missed. Fair enough, but I didn't know it was there and the customer had non of it.   I'm a window licker trying it on bla bla bla.

So fast forward many years to now, that if a customer informs me and In a nice manner (as per my previous post) I'm grateful that I've been given the chance to rectify or at least see what the problem is and given the benefit of the doubt rather than instantly just being fired

[Jonny 87]

I’d have went out and bought a Grippatank hot water system. That solved all my problems. No call backs since.

 

I jest.

I’d actually have put ladders up to have a closer look at the windows to be honest.

Whenever I’ve had a complaint I’ve always wanted to have an answer as to “why”. Then that prevents future issues.

Almost every time I’ve done that, I’ve been able to see it was marks on the inside, or in one case recently I was called back..........

Custard: Can you squeegee the ground floor windows this time? Last time they were really spotty.....

Me: we use a pure water system bla bla bla but please let me know if there’s ever an issue and I’ll come back and sort it.

Custard : ok.

When I was there cleaning this time I noticed they had their drive jet washed and the downstairs windows had been well And truly splashed.

Sometimes we give custards too much credit that they are sensible and logical. After all, we’re jkst window cleaners, they should be the smart ones. Unfortunately this isn’t always the case.

[nathankaye]

I’d have went out and bought a Grippatank hot water system. That solved all my problems. No call backs since.

 

I jest.

I’d actually have put ladders up to have a closer look at the windows to be honest.

Whenever I’ve had a complaint I’ve always wanted to have an answer as to “why”. Then that prevents future issues.

Almost every time I’ve done that, I’ve been able to see it was marks on the inside, or in one case recently I was called back..........

Custard: Can you squeegee the ground floor windows this time? Last time they were really spotty.....

Me: we use a pure water system bla bla bla but please let me know if there’s ever an issue and I’ll come back and sort it.

Custard : ok.

When I was there cleaning this time I noticed they had their drive jet washed and the downstairs windows had been well And truly splashed.

Sometimes we give custards too much credit that they are sensible and logical. After all, we’re jkst window cleaners, they should be the smart ones. Unfortunately this isn’t always the case.

Absolutely right!  It reminds me of a customer who I ended up dumping.
The hubby would wash his car weekly on drive with his karcher.  Boys n their toys,  he would notice the hanging baskets hanging over the bay windows and blast them and the windows. So every time I went, it would be nath, can you get the water marks of this time.  I kept telling them I use special filtered water that's why I can leave it on the windows but you can't blast normal tap water and leave it. After  a couple more months ofthe idiot doing this, I let them know that I've constantly told them and now he can continue to clean his own windows in the same manner

[AuRavelling79]

I did think about going when she or her husband were home and checking thoroughly, but as never a word of complaint or payment not forthcoming in over five years I had a feeling that "it wasn't really my fault" - see Chris Turner's post above  -  but I'd go the extra mile and be done with it.

I sent her this about half an hour ago ...

Hi (name)

I hope the windows came up well. If not don't feel awkward about letting me know as i'd like to get to the bottom of it.