[AuRavelling79]

"No problem love. See you next month."

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

Saying this gives them "permission".

When it happens the second time do you have a chat with them?

[Stoots]

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.

You aren't doing anything  wrong mate it's normal.

There's 2 ways to build a round imo.

1. You be selective from the off, high prices, only take go cardless, pick and choose certain jobs with access issues etc.

2. Take on everything, some poorer access, some lower priced etc.

Number 1 takes you a lot longer to get full but gives you a cream round.

Number 2 gets you out earning money, and soon as full then you start refining and only taking on the best work.


Which way you go is up to you, personally if starting out from scratch I would rather be out earning money than sat at home waiting for the perfect customer to come along.

[AuRavelling79]

Don't worry about it. But from this point onwards with new customers set your stall out beforehand. Cover all the details such as telling them you don't accept doorstep cancellations or you don't text beforehand or you work in (light) rain and that they must (if it's what you want) let you lean over and unbolt/ give you the code/ let you use your gate ladders.

As the round fills up look at your books and decide which customers are becoming a PITA to you and how YOU like to work.

Try and educate them by explaining why it is important for them to compromise. If they won't then dump them.

Years ago someone on here said the solution to your problems is too much work because when you have too much work you can gradually cull those that aren't top notch. 

There are customers who value spot on regularity and good work. If that is what you offer then you will naturally keep those customers and drop the rest over the years.

Good luck.

[Smudger]

nice post GOLD


its really important that you do what is best for you - many of the suggestions are great but coming from the perspective of those who have cleaned for years many not require the work as much as you do.

I don't think its so much you get dross or messers early on but the fact many 'sense' your new and that you can be plyable - as you go on your natural confidence will shine through  and people are less likely to skip or mess you around

unlike most - my customers are given a next clean date - they are always cleaned on the same day of the week 4 or 8 weeks apart - I run through this with them, I also check access and its agreed that we get a key or code or the gate is left with a draw bolt on only - we DONT climb over locked gates and 50% is charged for front only - these days no one bats an eyelid at this - I am lucky that we are rural and only about 1 in 10 actually has a bolt on the gate and something like 1 in 50 has a lock

Darran

[dazmond]

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.

obviously the customer is in control and can get rid of you whenever they want BUT they have to toe the line to a certain extent and fit in with MY schedule NOT theirs if they want their windows cleaning regularly....

most decent customers realise this and are no trouble at all.....

confidence has already been mentioned is key.....

also what is your text message you send customers the night before?you not asking them are you?mine is

"hi mrs smith,ill be calling to clean your windows tomorrow so can you leave side gate unlocked for me if out.many thanks.Darren."

[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.

obviously the customer is in control and can get rid of you whenever they want BUT they have to toe the line to a certain extent and fit in with MY schedule NOT theirs if they want their windows cleaning regularly....

most decent customers realise this and are no trouble at all.....

confidence has already been mentioned is key.....

also what is your text message you send customers the night before?you not asking them are you?mine is

"hi mrs smith,ill be calling to clean your windows tomorrow so can you leave side gate unlocked for me if out.many thanks.Darren."

Yeah telling them we're coming to clean, not asking them.

Maybe I'm getting my knickers in a twist over this.

[Den68]

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.

Sounds like you have a few crappers as you wouldn’t have started this thread in all honesty I would weed them out now as every time you txt them you will be thinking  are they or are they not going to cancel? it will grind at you in the end whether you are building a round  or  full to capacity .

[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.

Sounds like you have a few crappers as you wouldn’t have started this thread in all honesty I would weed them out now as every time you txt them you will be thinking  are they or are they not going to cancel? it will grind at you in the end whether you are building a round  or  full to capacity .

I think you're right mate.

[Dry Clean]

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.

obviously the customer is in control and can get rid of you whenever they want BUT they have to toe the line to a certain extent and fit in with MY schedule NOT theirs if they want their windows cleaning regularly....

most decent customers realise this and are no trouble at all.....

confidence has already been mentioned is key.....

also what is your text message you send customers the night before?you not asking them are you?mine is

"hi mrs smith,ill be calling to clean your windows tomorrow so can you leave side gate unlocked for me if out.many thanks.Darren."

Yeah telling them we're coming to clean, not asking them.

Maybe I'm getting my knickers in a twist over this.

Jay people who lock their gates do it because it makes them feel secure, they probably leave it to the last minute and in the rush to get the kids out to school and themselves out to work they forget to unlock them, when starting out I had too much time on my hands and too much money invested in my business to turn work away, I got a multi position ladder to get me over the gates  and got on with it, I dont do it now not because I no longer need to, confidence has nothing to do with it.

[Spruce]

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.

We have a A Frame step ladder and are able to straddle virtually all our customer's locked rear gates.
It eleminates the need for texts to leave gates unlocked.

[zesty]

I never text customers, only a few that need backs gates opened.

Just don’t text unless you absolutely need to for access. That solves it!

[Shrek]

I never text customers, only a few that need backs gates opened.

🥴 you either never txt or you do txt but you can’t do both 😂

Just don’t text unless you absolutely need to for access. That solves it!

[SB Cleaning]

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.

We have a A Frame step ladder and are able to straddle virtually all our customer's locked rear gates.
It eleminates the need for texts to leave gates unlocked.

I use a A frame too, I can get over gates in seconds, no hassle

[Phil J]

nice post GOLD


its really important that you do what is best for you - many of the suggestions are great but coming from the perspective of those who have cleaned for years many not require the work as much as you do.

I don't think its so much you get dross or messers early on but the fact many 'sense' your new and that you can be plyable - as you go on your natural confidence will shine through  and people are less likely to skip or mess you around

unlike most - my customers are given a next clean date - they are always cleaned on the same day of the week 4 or 8 weeks apart - I run through this with them, I also check access and its agreed that we get a key or code or the gate is left with a draw bolt on only - we DONT climb over locked gates and 50% is charged for front only - these days no one bats an eyelid at this - I am lucky that we are rural and only about 1 in 10 actually has a bolt on the gate and something like 1 in 50 has a lock

Darran

Hey Darran,
Don't you ever get rained off? Surely you don't send your lads out if it's lashing down and blowing a gale?

[markymark]

I send a few texts to ask for the gates to be unlocked. The rest are easily reached with an A frame ladder and a pole with a 6" squeegee on the end - great for unbolting and lifting floor bolts. Any that I can't access are done fronts only at 50% of the price. The text tends to be along the lines of "I'm on your street tomorrow, could you leave your gate unlocked for me please". If anyone asks me to leave it this month then that's strike one. They don't get a second strike, just straight to the bin. As has been said lots of time before, if you let someone think it's an as-and-when service they'll have you dancing to their tune and making it harder for you to make a living. It's your business not theirs and when your round is established they are very easy to replace.

[Stoots]

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.

We have a A Frame step ladder and are able to straddle virtually all our customer's locked rear gates.
It eleminates the need for texts to leave gates unlocked.

Yes.

But a text eliminates the need to get a Ladder out of the van and straddle over gates 

[Splash & dash]

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.

We have a A Frame step ladder and are able to straddle virtually all our customer's locked rear gates.
It eleminates the need for texts to leave gates unlocked.

Yes.

But a text eliminates the need to get a Ladder out of the van and straddle over gates 

Yes it does but it can also result in not today thanks as the op has experienced .

[Arnold Palmer]

"No problem love. See you next month."

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

Saying this gives them "permission".

When it happens the second time do you have a chat with them?

Depends on a few factors. If a customer is getting to the point that they're becoming economically unviable (not sure that's a word but you know what I mean), then yes, we explain that to them. Normally we'll push to change the schedule.

[Stoots]

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.

We have a A Frame step ladder and are able to straddle virtually all our customer's locked rear gates.
It eleminates the need for texts to leave gates unlocked.

Yes.

But a text eliminates the need to get a Ladder out of the van and straddle over gates 

Yes it does but it can also result in not today thanks as the op has experienced .

It can and it does.

Id rather get a not today than struggle over half of the gates

each to their own, i prefer a text reminder as prefer just to open the gate as opposed to exerting myself and faffing about with ladders.

The solution to skippers is get a bit more work on each day than you need and you`ll never go short again.

[Splash & dash]

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.

We have a A Frame step ladder and are able to straddle virtually all our customer's locked rear gates.
It eleminates the need for texts to leave gates unlocked.

Yes.

But a text eliminates the need to get a Ladder out of the van and straddle over gates 

Yes it does but it can also result in not today thanks as the op has experienced .

It can and it does.

Id rather get a not today than struggle over half of the gates

each to their own, i prefer a text reminder as prefer just to open the gate as opposed to exerting myself and faffing about with ladders.

The solution to skippers is get a bit more work on each day than you need and you`ll never go short again.

We wouldn’t txt the customer but if there is access issues we wouldn’t take the job on unless we had a key or gate code end of don't  have time to be mucking about climbing over gates etc there is enough easy work out there there is no need to take on this type of customer as far as Ime concerned