[jay moley]

I'm finding that customers are increasingly saying no to the dates I clean their houses.

At the moment I send a text to most of my customers and quite a few are coming back saying it's not convienient.

Because I'm not at full capacity (5 days a week) I can kinda shuffle them but it winds me up.

I also can see that in the future when at full capacity it's going to be an issue as they've got used to having it when it suits them.

I know most will say don't bend to them but I can't afford to lose customers right now.

I can't see a solution really apart from telling them to lump it or leave it when I'm at full capacity.

I think one of the problems with growing a round is you're desperate so take on this kind on customers and put up with their sh*t.

I also think the world has changed where customers expect everything immediately and on their terms.

Rant over

[Cookie]

When you text customers it automatically gives them a chance to cancel. Unless there is going to be a problem with locked gates I don't text customers, I just turn up...

If they're not providing a genuine reason for cancelling I would suggest you double the cleaning interval (eg: 4 weekly to 8 weekly) but charge 25% extra. Explain to them that they will be saving over the course of the year (and you will be increasing your hourly rate) so it's a win win!

If they continue to cancel it's really time to drop them!

[Arnold Palmer]

"No problem love. See you next month."

If it happens more than once in a year, time to consider replacing them.

[Splash & dash]

Don’t txt them when you are coming we never have done , we only take on work where access isn’t a problem so there is no need to contact the customer , if we turn up and they are decorating etc then no problem missing a clean any non genuine reason is an instant dump , no shortage of work out there we will not be messed around by people end off

[The Jester of Wibbly]

You are letting them get away with it and they will keep doing it if you don't train or educate them.

If they it's not convenient, just text back that you have to keep the round in the right order to keep prices as low as possible to exclude any addidtion travel charges.  Will move it to next month when back in the area.   They will then probably reduce their skips.

[tlwcs]

Put a foot note to the text, something like.
Your custom is my income, thank you for your custom.
People just don’t think

[Arnold Palmer]

Also, use text local. No replies.

[P @ F]

See ya !
You can’t carry on like that because you will have a round full of people that all the other windies have dumped .
I never txt or even give them a next clean date , if they ask I just say 4 to 5 weeks weather dependant , they have no clue 

[nathankaye]

It can be hard when your building a round up and you feel caught between a rock n a hard place. In one hand you can't wait to get rid of them, but in the other you need them   

My advice would be to press forward as you mean to go on.  Don't wait until you are at full capacity before you nip this in the bud. It's a confidence thing!

What's not convenient for them?   If you feel these are poor excuses then set your stall out. Simply let them know the situation.  Ie:

"Unfortunately I schedule my work per day, per week and I can appreciate this may not be convenient for you but you will be pleased to know you don't have to be present when I'm cleaning your windows. However I am happy to reschedule for 4wks time when Im back in the area, but due to extra work required there would be a 25%  sur charge added.
Or I can stick to schedule and clean tomorrow at normal charge."

Ive found in the past, that this works as they say OK, just do it as usual then.

[jay moley]

Don’t txt them when you are coming we never have done , we only take on work where access isn’t a problem so there is no need to contact the customer , if we turn up and they are decorating etc then no problem missing a clean any non genuine reason is an instant dump , no shortage of work out there we will not be messed around by people end off

I can't believe that you can build a round these days without access being an issue for st least 50% of customers.

Easier to turn people down when you have a full round than when building one.

[jay moley]

See ya !
You can’t carry on like that because you will have a round full of people that all the other windies have dumped .
I never txt or even give them a next clean date , if they ask I just say 4 to 5 weeks weather dependant , they have no clue 

Again difficult when you're building a round.

[jay moley]

Where the modded do you all work where people have no access issues?

[jay moley]

It can be hard when your building a round up and you feel caught between a rock n a hard place. In one hand you can't wait to get rid of them, but in the other you need them   

My advice would be to press forward as you mean to go on.  Don't wait until you are at full capacity before you nip this in the bud. It's a confidence thing!

What's not convenient for them?   If you feel these are poor excuses then set your stall out. Simply let them know the situation.  Ie:

"Unfortunately I schedule my work per day, per week and I can appreciate this may not be convenient for you but you will be pleased to know you don't have to be present when I'm cleaning your windows. However I am happy to reschedule for 4wks time when Im back in the area, but due to extra work required there would be a 25%  sur charge added.
Or I can stick to schedule and clean tomorrow at normal charge."

Ive found in the past, that this works as they say OK, just do it as usual then.

Thanks Nathan

[jay moley]

You are letting them get away with it and they will keep doing it if you don't train or educate them.

If they it's not convenient, just text back that you have to keep the round in the right order to keep prices as low as possible.  Will move it to next month when beck in the area.   They will then probably reduce their skips.

Thanks, good advice. Will try this.

[Splash & dash]

Don’t txt them when you are coming we never have done , we only take on work where access isn’t a problem so there is no need to contact the customer , if we turn up and they are decorating etc then no problem missing a clean any non genuine reason is an instant dump , no shortage of work out there we will not be messed around by people end off

We have several hundred customers and not a single access issue as I have dumped all those jobs , we do how ever have keys to some larger properties and key codes to gates etc ,when quoting if access is going to be a problem or need the customers input in some way I suggest we are not the company for them  and walk away we have no shortage of work and constantly have new enquires so no need to take on awkward work
I can't believe that you can build a round these days without access being an issue for st least 50% of customers.

Easier to turn people down when you have a full round than when building one.

[Splash & dash]

See ya !
You can’t carry on like that because you will have a round full of people that all the other windies have dumped .
I never txt or even give them a next clean date , if they ask I just say 4 to 5 weeks weather dependant , they have no clue 

Again difficult when you're building a round.

It might take longer to build it but it will be good no problem customers surely that’s what you want ?

[dazmond]

Where the modded do you all work where people have no access issues?

ive noticed more and more customers are locking their gates,also certain posher/larger stand alone accounts like a "courtesy text" the night before so they know im coming rather than just turning up out of the blue.....

if the customer has a good reason(like building work/on holiday and gates locked for example)then fair enough ill skip them until next time their due or reschedule them if their stand alones for next week or the week after.....

"not convenient" is not a good enough excuse im afraid.same as "it looks like its going to rain tomorrow so can we leave them this month?" OR "they still look clean they dont need doing this time can we resume next month instead?"DUMPED!!

YOU DONT WANT THESE SORTS OF CUSTOMERS ON YOUR ROUND!

ive always dumped these sorts of customers.....its never stopped me from building up a profitable round......

[Splash & dash]

Where the modded do you all work where people have no access issues?

You need to be selective with the areas you choose to work in , don’t just accept any properties, there are areas in my town I know have access issues if I get an enquiry from that area it’s ime sorry we don’t cover that area , then they will phone someone like you and you take the job on 😂😂, itvwill take longer to build a round but it’s worth it in the end . When I started I was like you took on most jobs but I quickly realised that I was wasting valuable time messing about trying to get into back gardens climbing over roofs all fir what , nothing as I was not charging fir the extra time and hassle , so now I am selective what work we take on and now we have no access issues at all , should a good job become a problem I talk to the customer if it cannot be resolved in our favour I thank them fir there custom and move on it’s buisness after all .

[Stoots]

Access issues, dog poo gardens, skippers, etc happen to us all when building. As you grow you refine, there's nothing else to it.

If you can't afford to lose them now then wait until you can and dump them.

I don't take on poor access or any work that I know will get on my breasts. I had one yesterday new job, agreed all the price and frequency etc then at the last minute she said oh you might have to knock on next doors to get access as you need to go through their garden. Its not a job I want, I don't want to be relying on next door being in to be able to clean their windows.

[jay moley]

I accept that a lot of this is my own problem for not being tougher early on. I just find it hard to turn work down when I'm still building my round.

I maintain that people seem to want more control now. I think our culture has become more customer service driven where the customer is more in control. I've noticed this since I started. Less wanted texts before.