Always complaining about the price

Money
41

Thanks Bruce!

1 Like
42

Thanks for the compliment!

My wife says the same thing. This is her exact words…“Who cares if you lose her. There are plenty of people that would take her spot. You can replace her before you leave the driveway. Don’t sweat the small stuff Chad.”

1 Like
43

I always tell my clients about the waiting list. I might have to remind her that I can replace her really fast. In a nice way of course.

1 Like
44

let’s see . . . thinking out loud

" I understand your concern Mrs Jones, it’s just the way it has to be across the board, I can tell you if you were to decide to change vendors you would definitely make the next person on my waiting list very happy, I do hope you’ll stay as a valued client though, I enjoy helping you out and working on your home"

dig deep then back off with lots of pillows to soften the landing lol

just having fun typing off the top of my head

something like this totally ignores price too and goes on to other things and gets out of the price war game, power trip to you, well, power trip back

all very diplomatically of course

4 Likes
45

Just brain storming with ya

How about ". It’s just the way it has to be its our company policy ".

I like using its our company policy takes the burden off me .

I had a store front customer that just switched owner ship . I use to send the invoice . So I started sending the new owners the invoice they called an asked if I could stop in each time to collect .

I said ya sure I could stop in , but we only collect once a month . Well we would like you to come in each time an collect. Sorry its our company policy that’s how we do it

Of course they agreed an the truth of the matter is that is my company policy I don’t collect weekly, or bi-weekly customers each cleaning , Monthly yes

2 Likes
46

or rather than saying you can replace her, how bout “well i’ll be sorry to lose you i really appreciate your business. it sounds like you want to give this guy a try and i have people that have been waiting 4 years to get on my list.”

3 Likes
47

Ahh. I didn’t recognize you, sorry…

Why are you concerned with this?
Just tell her the increase is a fee for being on your waiting list.

48

Those are your/the best posts…

49

I am leaning towards something like that.

“Oh Chad, this is getting to be so expensive.”
“Mrs Smith. I would hate to lose you. You have been one of clients for 8 years. I appreciate your business so much. Why don’t you try the guy your neighbor uses? That way you can save some money.”

This way I am letting her know she is valued, but at the same time I understand if she needs to save money.

50

No worries.

I like bouncing ideas off you guys! I will be there Monday. I am pretty sure I will tell her to try out the other guy. I feel like she wants to try out the neighbors window cleaner.

51

Keep a straight poker face . I guarantee she is bluffing.

" I hace no problem with you giving the. Other guy a try if he works out for you an your happy that’s all that matters
It’s just our company policy we raise our prices every year , but as long as you have me as your window cleaner you will always be happy with the work we provide for you "

52

I would never suggest to a customer to try someone else (unless we are dropping them as a client). What if your customer takes your suggestion and likes them? You just stabbed yourself in the back.

53

Honestly, I have a good feeling she is bluffing. That is the main reason I want to tell her to try him out. I want to see her reaction.

1 Like
54

I understand your concern. After looking at my schedule this morning, I will not replace her anyways. I have too many clients on the April & Oct schedule.

I will let ya’ll know how it goes on Monday. It will all work out. Thanks for the advice!

2 Likes
55

When your a one guy company, a company policy doesn’t exist, as it just you. You set the policy and you break the policy.

Its not like you have a team of employee’s to look after to hide behind the policy with.

So its more about providing value with u increased prices.

But then Chad is probably more concerned about upsetting a long term customer… He just needs to use tact and be diplomatic about it. As Bruce said keep away from price talk, and keep it about value to the customer.

The customer probably needs additional reassurance to continue to pay an increased price, which is not that much by the sounds of it.

56

I have to respectfully disagree with the policy thing. I agree with everything else your sayin

I have a company, an my company has a policy. Plain an simple Weather your one man band or a big company it’s a company

I don’t think anyone is going to question that If they do oh well …

But I understand what your getting at

57

Everyone has made great points!

Thank you so much!

58

I don’t know what financial pressures you may have. If you are only doing her windows every six months then she must be a residential customer. Is it a few hundred dollars? Are you making $50+/hour? If not, consider the potential of loss of opportunity. If you are so busy cleaning the windows of cheapskate customers then you may not have a schedule opening when the 10000 sq. ft. house owner calls you. And point out the differences in your company and the one that “will do it cheaper”.

59

As mentioned by @ChrisG , I am more concerned about losing a long time client. She has been a client for 8 years.

She is a residential client. As far as how much I make, she is paying what any new client would pay.

Thanks for the advice. I know it will all work out. Her and I will talk tomorrow after I clean her windows.

1 Like
60

True, but if growing is in your future and hiring help then “chasing cheap as the other guy” won’t get you there?