Customer Wants to Pick and Choose


#41

Tech cant you send that to collections? Not that you would. Be legally it is an invoice…


#42

Why would you just redo an entire house without determining the problem first? What you should have done is checked the inside of the window when she called you back.

Actually, you should have informed her when you finished cleaning the first time that the insides of the window were dirty even though she just cleaned them. We write down in our notes on outside only jobs if the inside is dirty.


#43

Its called customer service. You dont blame the customer…


#44

It is not blaming to point out where the actual problem is. It is easy enough to do diplomatically with out “pointing a finger” in someones face.

Take your car to a car cleaning service but only have the outside done, then complain because the inside still makes it look dirty.


#45

Oh i agree. But i guess its nit picking on how he worded it ha hard to get tone from texts


#46

Agreed. I like to approach it very tactfully, almost like i don’t know what the problem is and agreeing with them that leaving a dirty window behind would be unacceptable. I ask them to look at it together. Then i agree with them that ooo it does look bad! Then i swab it with my finger and act surprised when the dirt is on the inside. “Wow, crazy how that dirt can build up on the inside, huh? Don’t feel bad, I’ve seen way worse than this!”

Usually, though, most people have been happy with how the windows looked even when it was just the outside. If i anticipate a problem, i try to be the one to point it out first. If necessary, I’ll even demonstrate polishing with steel wool (steel wool always impresses people that wow, you’re really doing everything possible) and that whatever it is won’t come off. Same in the case of hard water stains, in which case i let them know there’s a chemical treatment they can get if they’d like.


#47

You just tell them that windex and a paper towel won’t take the dirt off the window. It might make it look better, but not the same as using a squeegee.


#48

I tell em all you’re doing is pushing dirt around. Lol


#49

I call them amateurs. It’s true that’s what they are. It’s ok that the windows look like crap, you’re an amateur and you did the best you could. On the other hand I’m not an amateur. For me cleaning windows is not my hobby it my professional. I’ve invested many years perfecting my craft, haha . Something like that. Said in a more tactful manner a smile and some humor.

They always seem a bit insulted! It’s kinda like they think anybody with half a brain can clean a window. We all know that this simply isn’t true.


#50

I just use the Carpet Cleaners line - You’re doing it all wrong. :wink:


#51

I tell them no. I am looking for customers who pay me what I want and still say, “Thank you, please come again”. The customer who requires a note pad to keep track of the which windows you should clean is trying to pinch the pennies and not my kind of customer. Move on and find the ones who will spend the money and appreciate your work.


#52

One lady we have that does pick and choose spends over a thousand a year with us. Yes, she is a pain in the neck, but we can count on her paying without issue and regularly. We just schedule her in for a short appointment when we are going to be in the area (we are in her subdivision several times a week and have picked up quite a few jobs just from people seeing us there).
My point is, while it is a hassle, it can still be profitable.


#53

I’ve got a regular customer like the one clever monkey is talking about and I indulge her behavior because it is innocent. However, I am still searching for the best language to explain to people why my pricing for doing “hard ones only” is almost equal to doing the whole house. Just last week a guy had me come to his house because he “needed the windows done.” I get there and the place is on the edge of a cliff. Not only did he want a price for only the hard ones, but he wanted a breakdown for each window so he could decide whether or not it was worth doing. In the end it was clear he wanted me to do 4 windows that were about 40 feet high and he wanted me to do it for $50. I explained the pricing issues until I was blue in the face. This guy just didn’t want to hear it. Of course, I didn’t do the work, but I always regret walking away because now this guy will tell others about how I was called to do a job and that I just refused it.


#54

I do not worry about “one off” people like this. If it were a common issue, that may be some thing to think about, but does one or two bad customers rule your world?


#55

A minimum price solves all your problems.


#56

Formulas work. Look this over and decide if you are charging for your needs correctly. By charging correctly I mean are ALL of your bills and needs met?

After business expenses and when you pay yourself, do you have your needed funds, or are you short come due date of your bills?

How to Calculate the Hourly Cost to Run Your Business


#57

I’m pretty sure he would be like that with everyone. Much better to walk away prior.


#58

Be patient and think long term. Yes, they are annoying BUT when they see your good work and get to know you (at least in my experience), they will give you more and more work. BTW - I do about 90% residential work.


#59

I got into a job after agreed price…and hour into it he comes back you are doing for this amount per window right?!, I waited 5 min said my wife called and need me home immediately. I left, I was a newbie, I all ready underbid and didn’t really know how to handle the client…

The one or two window people, I give my minimum price! 1 window or 10 its a 100 bucks. I actually had a lady pay the 1 window 100 price! It was 5ft wide 4ft tall storm that i had to remove, over french windows…


#60

This is the exact scenario that made me rethink my pricing. I had a customer ask me to clean all here high windows and none of the low ones. Now I charge less per window but charge an extra $5 fee for high windows. It still averages out to about the cost of what I used to charge for a whole house cleaning. Only difference is that I’m not getting shafted on the price.