[James Styles]

I’ve dropped a few time wasting customers who never leave the gate unlocked even though I send text day before, skip cleans, late payers, messers etc just trying to clear a lot of the crap from my round.
Few questions I have for you wise folks 
Firstly when dumping a rubbish customer what would you reply if they contact you asking when you are next coming? Or do you just ignore them...
I’ve just dumped them without saying anything, I don’t see the point, I mean I can’t really say I’ve removed you because you are a crap customer LOL!
Do these customers you’ve dumped ever try bad mouth you on Facebook or your websites etc?
How do you handle that?
Next thing is I’m thinking of starting canvassing again to bring in some new work, have any of yous tried canvassing while all this lockdown/covid situation is going on?
Do you wear a face mask, gloves etc or just go as normal but stand back a bit? Weird times 😆
I want to build a stronger more solid, reliable round, I am determined to make it better, really can’t be bothered with these time wasters anymore.
Cheers guys and hope you are all well 👍

[Lee GLS]

I’ve dumped a few because they were really slow payers. After a while the text me to ask why I hadn’t cleaned so I politely told them why. I told them I would resume cleaning If they signed up to GoCardless, they did and I have since carried on cleaning.

Best to tell them why, you may be able to convert them into a good reliable customer.

[James Styles]

That’s fair. Yeah if the late payers asked I could say that but what if it’s ones who are just messers, rude, bad customers?

[Simon Trapani]

Just tell them why. Be honest. Educate them for their next cleaner...

[Splash & dash]

Any customers we dump get told why , if they have the brass neck to phone asking us to re start it’s a no we don’t take back problem customers .
We also don’t  take on any jobs that need gates to be unlocked all that type of thing is dealt with when quoting ,and jobs arnt taken on of I get a hint of any issues .
We dint txt customers the night before this is giving them a golden opportunity to say , oh give us a miss this time as they aren't to dirty , or the forecast for tomorrow isn’t good leave it till the spring , any jobs like that have been weeded out over the years ,every job we do now is what i class as a good customer but good customers can turn bad , slow paying ,dog poo etc so if theses things become a problem we mention it tk them if there is nk change they become an ex customer , I think all of us have to continually keep refining our rounds and dump the dross regularly so as not to end ul with lots of problems  , it’s your business don’t let the customer dictate the terms , there are plenty of people out there that want a regular, good window cleaner just keep searching

[James Styles]

Thanks for the advice guys. Say though if I tell them “I’ve stopped coming because you are arrogant & rude” then most likely they will trash you on Facebook.
The ones with the gate issues I have had a word with them before and I got back things like “I forgot, there’s more important things then windows going on” just passive aggressive rubbish like this, so I’ve dumped them, didn’t see the point in replying.
I understand most window cleaners don’t text, do you just climb over the gates, or reach over to unlock?
I find most of my customers have locked gates so if I didn’t do the text system 95% of the gates would be locked.
I’m now in a situation where my customer base like the text system so it would be difficult to change that also, I will admit I think I wish I didn’t bother with it though as I can be a headache with some replying with “what time?” even though the text states if you won’t be in please leave gate unlocked!!!!! They don’t need a time ffs 🤣
I think you can see why I need to build more as I got a lot of rubbish on my round!

[Pete Thompson]

Regarding back gates, I keep a collapsible step in the van that’s perfect for reaching over to unbolt gates. If I had to rely on customers remembering to unbolt gates then half my round would disappear!

It only works if the bolt is at the top though, and no good if it’s padlocked. (This covers about 90% of cases).

In the case of padlocked gates I tell the customer to get a combination padlock (rather than one with a key) or I’ll only do the fronts. About 50% comply, and it’s easy to open a combination padlock by standing on my collapsible step, it takes a few seconds.

However, even though the step makes things  easy, it’s still additional faff time, so needs to be charged for.



They cost about £14 on Amazon. They come in 2 sizes, you want the bigger one.

[Stoots]

Since September when i took on a full time worker i have been on a drive for more customers.

I feel your pain because it is bringing back my memories of them first few years dealing with all the messers. Those first cleans that take ages, people dropping off after 1 clean. Non payers, slow payers, those who want it doing a certain day or time.

In two months ive gone from 480 customers to 640, i am dumping and dropping them as i go. I had 2 cancellations from new ones just yesterday and as we speak i have 6 that are proving really difficult to get paid from. These will be dropped also. 2 of them said can you come and collect the cash as they are struggling to pay online even though they agreed to Bacs.

The way i am dealing with this is volume.

I have 15 new customers booked in for next week, a few of these will more than likely mess me about. But im at the stage where i dont care, i just keep advertising, cleaning and the poop drops out of the bottom. New customers get once chance, if they dont pay promptly or become a problem in any other way then they are gone and im onto the next.

My goal is around 700 customers then it will be a case of refining what ive got before deciding on the next step.

In terms of dropping them, well usually its because they havent paid so they will know why or they cancel themselves for whatever reason. I never tell a customer they are dropped unless they p me off enough for me to speak my mind. Just remove them.

So just keep going.

[james peters]

I dont bother telling them unless they ask when I am calling next.
This rarely happens as a messer will know why you have stopped calling.

my reply is normally like this.
hi mrs messer.
unfortunately , as you have not been having your windows done on a regular basis , I feel it may be best moving foreward to have your windows cleaned as and when you  require. the cost for this service is xxxx amount per clean  { 50% more }.
please make sure you let me know a month in advance so that I can fit you in to my busy schedule .

or
I am happy to call but I require payment on completion.

or .
I am very sorry but I have removed you from my list as you keep skipping cleans , paying late etc

[Mike Burd]

Since September when i took on a full time worker i have been on a drive for more customers.

I feel your pain because it is bringing back my memories of them first few years dealing with all the messers. Those first cleans that take ages, people dropping off after 1 clean. Non payers, slow payers, those who want it doing a certain day or time.

In two months ive gone from 480 customers to 640, i am dumping and dropping them as i go. I had 2 cancellations from new ones just yesterday and as we speak i have 6 that are proving really difficult to get paid from. These will be dropped also. 2 of them said can you come and collect the cash as they are struggling to pay online even though they agreed to Bacs.

The way i am dealing with this is volume.

I have 15 new customers booked in for next week, a few of these will more than likely mess me about. But im at the stage where i dont care, i just keep advertising, cleaning and the poop drops out of the bottom. New customers get once chance, if they dont pay promptly or become a problem in any other way then they are gone and im onto the next.

My goal is around 700 customers then it will be a case of refining what ive got before deciding on the next step.

In terms of dropping them, well usually its because they havent paid so they will know why or they cancel themselves for whatever reason. I never tell a customer they are dropped unless they p me off enough for me to speak my mind. Just remove them.

So just keep going.

Ha! I picked up 900 over the summer. Actually that was net growth so it would more likely have been 1,100. It's hell. It's a lot of hassle & stress for one person to deal with. I've had it for three years running now and whilst it didn't "cause" a cardiac arrest I suffered at the end of June it certainly was a contributing factor. Even then I was taking calls again within 2 weeks despite 13 days in hospital. I was answering emails three days out of a coma.

You need a thick skin when you're in a rapid growth phase.

[dazmond]

I just stop going if it's a late payer who needs constant text reminders...they never get in contact again...they know for sure why I stopped coming...

Others I tell them the truth....I had one a few months ago....I said I dont like wading through the dog muck at the side of the house(he was always a late payer,missed cleans for no reason AND had a dodgy side gate too..he used to pile bricks up behind it to keep it shut!)I should of dumped him years ago ...now he just ignores me when I'm cleaning all the neighbours houses...🤣👍

[Simon Trapani]

I used to just not got back but I definitely tell them why now. Makes me feel better.

Otherwise I genuinely believe they have no idea why they were dropped. They think we’re desperate. That we have no problem with dog mess all over us & our equipment. They think we can come on a certain day or time like an appointment. That we don’t mind climbing over gates or dragging a hose through a garage after waiting 5 minutes for them to open it. They have no idea how much of a pita they are.

I don’t mind late payers too much as long as they don’t go longer than two cleans. Repeat offenders are dumped though.

[NWH]

If anyone said you need to let us know when you are coming so we can open the gate etc I give it a miss if it’s a new one,they have to be prepared to either give me a key or a gate code.
If it’s an alldayer or a mornings worth of work I’ll accommodate if not the chances are they’ve been through many window cleaners in the past,the insistence on you need to let us know etc on smaller work most of the time is so they can not today you when they want,you need to be able suss em out on the doorstep when you first quote em. 👍

[Simon Trapani]

Not always. I lock my gate top & bottom but then I don't need a window cleaner. We've tried gate keys but when you employ they end up in the wrong van or you get so many you forget which key is for which gate. Text marketer incorporated into aworka schedules texts so makes texting much easier as I don't keep customer's number's on my phone. In an ideal world though, I would have no texters.

[Bungle]

Since September when i took on a full time worker i have been on a drive for more customers.

I feel your pain because it is bringing back my memories of them first few years dealing with all the messers. Those first cleans that take ages, people dropping off after 1 clean. Non payers, slow payers, those who want it doing a certain day or time.

In two months ive gone from 480 customers to 640, i am dumping and dropping them as i go. I had 2 cancellations from new ones just yesterday and as we speak i have 6 that are proving really difficult to get paid from. These will be dropped also. 2 of them said can you come and collect the cash as they are struggling to pay online even though they agreed to Bacs.

The way i am dealing with this is volume.

I have 15 new customers booked in for next week, a few of these will more than likely mess me about. But im at the stage where i dont care, i just keep advertising, cleaning and the poop drops out of the bottom. New customers get once chance, if they dont pay promptly or become a problem in any other way then they are gone and im onto the next.

My goal is around 700 customers then it will be a case of refining what ive got before deciding on the next step.

In terms of dropping them, well usually its because they havent paid so they will know why or they cancel themselves for whatever reason. I never tell a customer they are dropped unless they p me off enough for me to speak my mind. Just remove them.

So just keep going.

Ha! I picked up 900 over the summer. Actually that was net growth so it would more likely have been 1,100. It's hell. It's a lot of hassle & stress for one person to deal with. I've had it for three years running now and whilst it didn't "cause" a cardiac arrest I suffered at the end of June it certainly was a contributing factor. Even then I was taking calls again within 2 weeks despite 13 days in hospital. I was answering emails three days out of a coma.

You need a thick skin when you're in a rapid growth phase.

I do like hearing about growth of businesses. Especially when the owner is ill and still managed to gain 900 customers in one season. Hats off to you Birdy 👍

[NWH]

Plenty of chaff to munch on though within that 900 I’d wager if anyone was honest,I’d take 100 good ones over that 900.

[Mike Burd]

Plenty of chaff to munch on though within that 900 I’d wager if anyone was honest,I’d take 100 good ones over that 900.

Yes, lots of chaff. One expected us to clean his roof for free as his last guy did it for nothing. Nigel he said his name was. 

But obviously you are correct and that’s the point I was making. You get a lot of absolute moddeds to deal with in a very short space of time. It’s wearing.

[NWH]

Waste of time buddy 1000s of jobs some people but only 100s worth doing tbh,all that glitters is not gold someone once said to me and how true that was.
What’s in the pocket in the end I’m watching a programme on failing pubs,we turnover 300000 a year the landlady just said  but only 3000 profit 🤣🤣 that’ll be a profit of 1% then madam and that’s what counts lol.

[Splash & dash]

Thanks for the advice guys. Say though if I tell them “I’ve stopped coming because you are arrogant & rude” then most likely they will trash you on Facebook.
The ones with the gate issues I have had a word with them before and I got back things like “I forgot, there’s more important things then windows going on” just passive aggressive rubbish like this, so I’ve dumped them, didn’t see the point in replying.
I understand most window cleaners don’t text, do you just climb over the gates, or reach over to unlock?
I find most of my customers have locked gates so if I didn’t do the text system 95% of the gates would be locked.
I’m now in a situation where my customer base like the text system so it would be difficult to change that also, I will admit I think I wish I didn’t bother with it though as I can be a headache with some replying with “what time?” even though the text states if you won’t be in please leave gate unlocked!!!!! They don’t need a time ffs 🤣
I think you can see why I need to build more as I got a lot of rubbish on my round!

Ime guessing areas differ we don’t  have many with locked gates , the ones we do have we either have a key or the code to unlock it we won’t take on a job with a gate unless we get that .  Rude customers would get dumped and any snotty corespondents from them would be ignored and the numbers blocked so again not a problem , as for bad reviews we do have a couple of bad reviews on google that were put there by totally unreasonable ex customers , I just put up a reply stating  why they are now an ex customer ,I think joe  public that read theses reviews will easily see through theses bad reviews for exactly what they are  we have over 4,000 customers that will give us a very favourable review so I me not bothered by the odd bad one , there is also a saying “ there is no such thing as bad publicity “” dump the dross and move on 😂😂😂😂

[NWH]

There’s also another saying do something good a few people will know,do something bad 100s find out.