[SonOfFormby]

I did a 1st clean on this property a few week ago,and collected payment a few days later,where I was told the the mat was left wet, which caused the lady to walk water into the house, and the windows at the back were not cleaned properly,I asked If I could see them,as the front looked fine,but the lady refused, and was not very friendly at all, even though I was apologetic towards her.She made it clear she wasn't happy basically, but told me to come next month anyway? 10 days later (today) I get this e-mail on my inbox........

This is to inform you that I wish to cancel my Window Cleaning with Ozclean with immediate effect.

You cleaned our Windows on 5th September 2007 - we were not overall pleased with the result:

You left the front door mat soaking wet which resulted in dirty foot prints on our carpet

You only use water - the drops left on the window dried leaving dirty marks

The window frames were not wiped at all

We have been informed by neighbours (although we were not told directly) that you believe we have been undercharged and would be putting the prices up!

Regards


Does this customer sound like trouble, ie. not worth it? The final comment pi**ed me off a bit, as what I had said to the neighbour was that some of the jobs on this round I had bought had been under priced,and would need to be put up,the way the customer put it makes it sound personal IMO,for all she knows hers could have been priced OK!!

I feel like I want to reply in a professional manner to this e-mail, what do you guys think?

Lee

[Captain Scarlet]

I remove the mats for cleaning, then put them back. I also put cloths at the bottom of doors that might leak. It saves loads of hastle with customers. I aslo barely use any water on doors as they are usually frosted, I dont like seeing the customer open the door and water dripping onto their carpets.

[pjulk]

I do doors by hand after soaking a womans carpet through her letterbox.


Paul

[Davew]

Got to stay polite maybe offer a discount next time if you need her? I flooded the hallway of the second house I cleaned  : To start with your going to have to try and please everybody untill you settle down. A few months down the line and you'll look back at your mistakes in the early days. Just my opinion.

[Chris Cottrell]

I also remove the mats before cleaning the doors then sometimes cloth the doors to remove excess water if i'm going to collect payment from that door just to provent drips on their carpets

[Davew]

How did you find your first week - knackering?

[jeff1]

I don't touch wooden doors, they will leak for a past time, but I do upvc doors and always remove the mat,
I got moaned at once for not putting the mat back.  

Your custy sounds like future trouble, One foot in the bin springs to mind with this one.

[Nathanael Jones]

If it rained,.. the mat would get wet,... so would the door,..... So why worry?

If a custie was like that with me, they'd be dropped immediately, not worth the trouble!

[Ian Rochester]

Many people do not like change, and WFP is achange too far for a lot of them.

We always talk to new customers that we are going to WFP and go through the process with them, I then give them a leaflet that explains the pros and cons of WFP.

But in her defence, it sounds like you didn't do a good job, move the mats, ensure the windows are closed and make use you rinse properly to prevent getting any dirt left in the water drying on the windows, and never ever discuss prices or price rises with neighbours, they love spreading bad news!!!

[john tomkins]

If you get any water inside the house through the doors it's either the seals knackered or the drain holes at the bottom of the frame (upvc), or those crap letterboxes that open inwards and let the water through, with these I just carry a couple of strips of tape to cover the letterbox, saves any problems for the sake of a few seconds work
As for getting the mats wet :

[SonOfFormby]

Many people do not like change, and WFP is achange too far for a lot of them.

We always talk to new customers that we are going to WFP and go through the process with them, I then give them a leaflet that explains the pros and cons of WFP.

But in her defence, it sounds like you didn't do a good job, move the mats, ensure the windows are closed and make use you rinse properly to prevent getting any dirt left in the water drying on the windows, and never ever discuss prices or price rises with neighbours, they love spreading bad news!!!

As I said the front looked fine, and she wouldn't show me the back, and the price rise I was discussing was with the customer, whos price was going up, busy body type though .Since this call I ahve moved all mats and now do doors by hand,so I am learning

And yes Dave my 1st and 2nd week were knackering!!

Lee

[Davew]

Second time round and you discover better ways to reach awkward windows, you remember what snagged your hose last time and unfortunately you will see the spots and runs from the first clean.

[mark dew]

i always go back on 1st cleans to check the results after they have dried. If they are good they will stay good. I have come across several (though most are fine) that have left spots. It gives me piece of mind and generally only has to be done the 1st time.

[SherwoodCleaningSe]

I wouldn't pursue the matter with the customer.  She's all ready told you not to come again, and you've found out that she talks to the neighbors about you.  Don't add fuel to the fire.  If you see her give a smile and leave it as that.  You'll soon have more work to replace any that you loose.

Simon.

[windowwashers]

I did a 1st clean on this property a few week ago,and collected payment a few days later,where I was told the the mat was left wet, which caused the lady to walk water into the house, and the windows at the back were not cleaned properly,I asked If I could see them,as the front looked fine,but the lady refused, and was not very friendly at all, even though I was apologetic towards her.She made it clear she wasn't happy basically, but told me to come next month anyway? 10 days later (today) I get this e-mail on my inbox........

This is to inform you that I wish to cancel my Window Cleaning with Ozclean with immediate effect.

You cleaned our Windows on 5th September 2007 - we were not overall pleased with the result:

You left the front door mat soaking wet which resulted in dirty foot prints on our carpet

You only use water - the drops left on the window dried leaving dirty marks

The window frames were not wiped at all

We have been informed by neighbours (although we were not told directly) that you believe we have been undercharged and would be putting the prices up!

Regards


Does this customer sound like trouble, ie. not worth it? The final comment pi**ed me off a bit, as what I had said to the neighbour was that some of the jobs on this round I had bought had been under priced,and would need to be put up,the way the customer put it makes it sound personal IMO,for all she knows hers could have been priced OK!!

I feel like I want to reply in a professional manner to this e-mail, what do you guys think?

Lee

The ladie in question will be a nightmare customer, i would not try and say anything to her, leave well alone. Never tell next door that you will be putting prices up only tell the people that you will be doing it to. If she would not let you look normally means they are fine but she does not like the change, when and if she comes back to you make sure you increase the price, then say this is because you are classed as a new customer at the rates we charge for this year, if you stay with us you will get better rates than the new people as loyal customers get benifits from us..... This works a treat for us 

[Pj]

Don't let it worry you.

I had a woman some time ago, she told me when she got home, she nearly fell on her knees in the porchway and cried.  I am not kidding.  I had left the quarry tiles wet!  I got on my knees and wiped them dry.  ( Her tiles, not her eyes)

She did have a genuine cause for complaint, however, as the kitchen window and other back window were ful of spots.  As they had never been cleaned WFP before.

I said I'd do them again free. No, she wanted to do the dramatics!

She reminded me that all 6 other houses in that road had come to me via her.

I said, " I'll tell you what, you have your money back, I'm leaving".  I walked while she was still talking.

I never went back!

Ask me if I miss her?

[supernova77]

Leave it and move on... There are plenty more customers out there!

Not worth wasting the tips of your fingers on replying to her if you ask me!

Andy

[windowwashers]

Don't let it worry you.

I had a woman some time ago, she told me when she got home, she nearly fell on her knees in the porchway and cried.  I am not kidding.  I had left the quarry tiles wet!  I got on my knees and wiped them dry.  ( Her tiles, not her eyes)

She did have a genuine cause for complaint, however, as the kitchen window and other back window were ful of spots.  As they had never been cleaned WFP before.

I said I'd do them again free. No, she wanted to do the dramatics!

She reminded me that all 6 other houses in that road had come to me via her.

I said, " I'll tell you what, you have your money back, I'm leaving".  I walked while she was still talking.

I never went back!

Ask me if I miss her?

DO YOU MISS HER?

[rugby]

i dont bother with any custy that gives me any kind of grief any more,just dump,forget about them and move on.

[pingu]

The lady has terminated your services....If she has valid points take them on, learn from them and move on.

Go out this week with the aim of replacing her a/c.

Customers have every right to terminate your services as do you their a/c.

Do not dwell on it....

Pingu.