[Blue Frog Systems]

First day back after 10 days and get this off a customer.

Not much f*#ks given but I've been fairly polite incase it gets into social media

[Ascjim]

Mate, you took that personally.

[SB Cleaning]

I would of just put "no problem' and never go back to clean

[Smudger]

I think that’s fine

Darran

[NWH]

⬆️ I would have done the same said fine and not gone again.

[NBwcs]

I would have politely explained that going forward you needed to be able to clean every time if you were to keep them on the books, and given a brief explanation of why and then put the ball in their court and asked if they wanted to continue. I've had issues like this before, done the above and customer has been as good as gold from then on, I've also had them cancel, either way you win, you either get a reformed custy or get rid of a problematic one, but the decision was theirs and doesn't lead to the potential bad social media reviews that might follow if they get the hump with you dumping them.

[Smudger]

While I agree with the above I can’t see any manoeuvre for bad social posts it’s clear the custard has regularly skipped cleans - you can only do so much - message was polite yet firm - and generally we have found taking the service away from them works really well - they quite often then realise their error becoming a good customer

But currently someone who skips cleans effectively getting a bespoke service ata standard price isn’t worth keeping

Darran

[james peters]

Nothing wrong with the reply... sometimes its really hard not to get annoyed .    these days I tend to not reply .  They work it out for themselves  after some time has passed  that they have been dumped .   however if they message me after a few months , I will text back saying I have no availability. (short and sweet )

I always try to view it as a positive to weeding out and building for the future

[AuRavelling79]

I think you have handled it well. However I also think you have made a rod for your own back by letting them cancel three times previously in 12 months.

First time, maybe and reset your stall for them. Second time in such a short span and it's good night Irene.

[Jay Le Huray]

personally I would not have bothered to reply, I work on a 3 strikes and your out system, if they cancel 3 times in the year I just don't bother going back or text them , I just  dump them,

Occasionally I get the odd text from these people asking me why I have not been around for awhile, at this point I give them both barrels and tell them why. This is the only time I will reply to time wasters because that's what they are.

[Simon Trapani]

Great reply. I do the same. We should all always reply imo. Then they know we don’t take messers. Otherwise they just don’t understand.
No window cleaner worth his salt would stand for this imo, even in the current climate. I don't mind so much if they go every other time or even yearly as it would be reflected in the price.  Then everyone knows where they stand. But yeh, don’t cancel me on the day, especially if you had a text for the gate or similar the night before.

[Spruce]

Depending on how I felt about having this customer, I would have tried to offer a longer cleaning cycle at a slightly higher price.

So if you have a 4 weekly cleaning cycle, then I would consider offering an 8 weekly service at a little higher price. That would amount to £x saving over a year. (This customer excuse sounds like a money driven issue.)

I expect competition to get stronger as we get into winter. I would personally try to not let another windie get a foothold in if the customer is worth keeping; ie. good payer.

[Walter Mitty]

I wouldn't have let it go that far, but I might have offered an alternative sooner e.g halve the frequency and charge a bit more - with a 'no cancellation' stipulation.

[NWH]

That’s the thing with window cleaning you can’t say a no cancellation policy that’s why in this job you need to have sensible people as you’re customers.

[AuRavelling79]

That’s the thing with window cleaning you can’t say a no cancellation policy that’s why in this job you need to have sensible people as you’re customers.

Why can't you say a 'no cancellation policy? '

[NWH]

With some people you can say what you like about how  frequently you come etc it’s in one ear and out the other,if this was to ever happen to me more than once I just say this is what suits me and this is how I do it you either jump onboard or get off.
You could always break it down and tell them how little it’s costing them on a monthly basis to keep their windows cleaned.

[SB Cleaning]

I'm liking far to many posts of yours just lately NWH

[Bungle]

I'm liking far to many posts of yours just lately NWH

Who's NWH?

[NWH]

Well it’s a joke isn’t it I want you to leave me this time blah blah nonsense, I’m not being funny but they soon realise with me I don’t do not todays that went out my door 20 years ago.
Look I need to join everyone in together or it’s not worth it to me,and that’s to me it’s my business.
As someone has said above the only thing I’d offer is an every other time service but this is X more per clean that usually sorts all the messing about out,people will either have you once sack you off or get you to clean them a few times then bring the sack out,once you get over the first 4-5 months imo they then become a customer.

[NWH]

If you clean say 4-5 houses in a Hamlet for example you might have 1of them that might not want you every time I do many of these places,that 1 becomes to embarrassed to say not today and then get missed out on future cleans 🤣🤣🤣