I don't think texting is your problem.
Personally, I text all mine (8 weekly) with hardly any problems at all. Lots of other window cleaners text too, with no problems.
Also window cleaners who just turn up (without texting), that works well for them too. So it can work well both ways, you just have to decide which way you want to go. Also, you text your 50 good customers and that seems to work?
Personally I don't think it makes any difference whether you text or not, your problem is probably crap customers.
Lets say you go canvassing and get 8 new customers in a day. I would reckon 4 of them will only want it done the once (for whatever reason). Maybe you put them 'on the spot' and they felt obliged to agree, perhaps they just thought 'great, we'll get the windows cleaned', perhaps they can't really afford it...! You'll probably do all 8 cleans at a similar time, which means you will be texting all 8 cleans the next time round.
I think what's happening is you do a first clean and everything is ok (of course it is, you're getting rid of 12 months of crap).
Then when you text for the next clean you get 4 or 5 'not todays' because they didn't really want a regular clean to start with.
Then you start to panic a bit and think what's wrong? Should I text or not text, should I offer different frequencies, should I be firmer with my customers?
The simple fact is...you need better customers.
Providing you're polite, professional, do a good job, be reliable and are priced fairly, nothing else matters!
So moving forward:
1. Don't worry about messers, work out which ones they are (not too difficult) and have a PLAN in place for them.
Lots of ideas have been mentioned above, pick one and stick to it.
Personally, I would say 'no problem' to any cancellations and see if they want it done next time round.
If they do, then you've got some money in your pocket, if they don't then DUMP! (2 miss rule)
People who cancel twice don't want a window cleaner SO THEY DON'T NEED YOU!
2. Try and split your round in some way, so you can identify your messers (put them in red or something).
If you've got 80 customers and only 50 are good then you only have 50 customers, in my opinion.
Don't be blinkered into thinking your round is better than it is, be realistic and honest with yourself.
Make sure you look after your 50 good customers.
3. Decide about messers. For instance:
You get a call and you think it's a messer.
A. Will you go and clean it and think...'ok it's a messer but I have some cash' and i'm not bothered if it's long term? or
B. I'm not cleaning it because it's not building a long term business?
You need to make that decision and stick to it.
The reason I say this is because Dan gets all my crap work, he's starting out and he'll clean anything.
Today I got a call for 2 care homes that need to be done Saturday (with all the promises of regular work etc).
That means they have an inspection on Monday and need all the windows cleaned...but it's money up front.
Dan is doing both tomorrow to get the money but he knows it's probably (or likely to be) a one off.
I could be wrong, but that's the way to bet!
But Dan has his mindset right.
He now accepts messers and uses them as a way of earning some money but not to build his long term business.
4. Try to get better customers and less messers.
It's not easy. For me, 1 in 5 customers are good (what I want), Dan gets the other 4.
Some of the things I do are:
I always charge more for a first clean, don't go mad, but be fair. If it takes longer it costs more, simple!
If the customer isn't happy with that I walk away (politely). At least if the customer is a messer, you haven't wasted money on the first clean.
Don't be afraid to ask questions, try and get a picture of the situation.
Have they just moved in, are they selling and moving out, has the last window cleaner left, is it just a one off, is it something they can afford on a regular basis, blah blah.
I want to decide if they are going to be a good long term customer or not, I get it right most of the time, but not always!
Sometimes, I think it's a waste of time, but then they turn out to be a good customer!
When I go to quote, smile, be nice, have a laugh (i'm a funny guy) but then ask whatever questions you want to know.
The all important one is 'are you happy to leave your side gate unlocked, if you're not in'?
Be confident and inform them how you work.
My usual bullpoop is:
'I clean every 8 weeks, sometimes it runs into 9, I text you the day before I come and if you're happy to leave your gate unlocked, I can clean everything for you and leave you a payment slip. You can pay online or leave me out cash or a cheque. Whatever is easiest for you. When I clean, I give everything a good scrub, including your doors and frames and I leave everything soaking wet! It does sound a bit odd, but when it dries, it will be lovely and clean. In fact as i'm cleaning, some of it will be drying so you can see for yourself how good it is. I do clean in light rain as rain water is very pure and rain itself doesn't make your windows dirty. Unless of course it has that sahara dust in it, then we're all knackered! I tend not to clean in heavy rain as this can beat muck off your gutters etc and splash that dirt onto your windows. But light to medium rain is ok. Don't worry if you're on holiday, I'll clean everything I have access to and just charge accordingly. I only charge for what I clean. You can pay me when you get back. Just to let you know all my customers want a regular service right throughout the year and that's the service I provide.
With phone calls I use the same questions:
1. what area are you in?
I'm not interested in anything out my area. Dan gets those.
2. What type of property is it?
I'm not interested in terraced, flats, dogs barking in the background and others that I won't bore you with. Dan gets those
3. Would you like it cleaned just the once? I used to say 'would you like a regular clean' but I think this way round works better.
eg.
'Would you like it cleaned just the once?'
The people that want a regular clean will, without hesitation, say something like
'your leaflet says you clean every 8 weeks, is that ok?
or
Yes please i'd like it done regularly.
The ones that want a one off will pause or falter a bit and say something like
'Erm er yes probably just the once'
or
'If you clean it, we'll see how it goes'
Some will be honest and say
'yes we are moving so need to get it cleaned.
As I've asked it as the 3rd question, the customer is sort of on a roll with the first 2 questions and this pops up as a bit of a surprise. It does catch people out.
Time for a drink.
Hope some of this is helpful.
Good job I'm also a touch typist.
