[MENTION=3199]Steve W[/MENTION]
This customer just wants the truth. Try this.
Dear Customer.
We live in a world that has windows. Those window are dirty. Those windows need cleaned. Who’s gonna clean them? “You, Lieutenant Afraid of Heights?” I have a greater responsibility than you can possibly fathom. You whine about the pricing structure and curse the Window Cleaner. You have that luxury.
You have the luxury of not knowing what I know: That the window count, while off and super filthy and border line CCU. Needed done. We use words like Squeegee, Pure Water, WCR , Ettorree. You use them, well, probably never.
You don’t want the truth because deep down in places you don’t talk about like in your warm cozy office or enjoying some coffee at your kitchen table you want us on those ladders, you need us on those ladders.
I have neither the time, nor the inclination to explain myself to a man who profits from perfectly cleaned windows and then questions the manner in which I price it out.
I would rather you just say, “thank you,” and write me a check. Otherwise, I suggest you pick up a 32ft and ladder up.
Thanks for everyone’s input! Good info and funny reading. Here is how I responded…
We give quotes based on the number and type of windows a customer tells us they have. I let everyone know that we will confirm the window count when we arrive at the home and any adjustments for more or less windows is made to the quote at that time. 1st State Window Cleaning is a company that is licensed, carries liability insurance, workers comp, pays all the required taxes and takes time to properly train our background checked and drug tested employees. I’m guessing that the guys made it look easy and you’re wondering why you paid $50hr (including drive time and job prep) for a service that looks easy to do. If that’s the case, the guys made it look easy because they are good at what they do, they are professionals. We are proud to offer a service that puts smiles on peoples faces.
1st State is a professional window cleaning business that has the normal costs of operation and at the end of the day, hopes to have a profit & hopes to serve you again in the future.
Recently I have started giving the customer a price sheet along with their estimate. It’s two columns, on the left is the prices and on the right side is a work sheet to enter the prices. On the page it clearly states “All of our Fair, Open and Honest Prices include a 5 day weather guarantee”. So far people like it, seems to keep away the accusation monster.
Steve, the service provided by your company put a smile on our faces for all the reasons you mention and I accept the other costs you absorb to provide such a service. However, I am talking about value………i.e. If I place a value of, say, $20/hr on the training, drug testing, insurance, workman’s comp, profit, etc., which is probably generous, I still have trouble understanding the remaining $30/hr.
My first thought is, he just wants to argue or nit pick and I probably won’t reply. But, maybe he is a business person himself and maybe this is just what he does; the guy is living in a million dollar home so he must know how to do something very well. He is starting to make me “feel” like we charge too much but, I also think that there is a lot of “opinion” based conclusions on the value. I guess I have a higher opinion on the value that 1st State offers customers.
Value is subjective.,he doesn’t feel he’s getting good value for his money. That’s his perception, and his right. Your mission is to service people who do see the value in your work. This guy is not your target market, and you aren’t his ideal provider. It’s just a bad fit. No problem letting him know that.
Also, seems to me like he bristles at the idea of Mr. Blue Collar giving him a lesson on running a profitable business. He just couldn’t help himself from replying with a one-up. Be careful not to get caught up in a pi$$ing match with him.
Sent from my iPad using Window Cleaning Resource mobile app
He didn’t get rich by throwing money away, he is trying to beat you down in price, ignore him.
Here are a few fun ideas on how to respond to him
The extra $30/hr is for me for putting up with people like you. I have already invested another 12 hrs (or whatever you invested) into responding to your questions - FOR FREE
The extra $30/hr is so that one day I can provide my family a home as nice as yours
If you are happy with the service, why do you care where the money is going to, its none of your business. As a matter of fact, when you call us for the next washing the price will go up aprox 10% because I also need to pay myself for the extra time I am spending with you.
Would you have been happier if we took 4 days to clean your windows and you received the same results?
What do you do for a living?
Think of how much money you could have saved if you spent $20 bucks at home depot and did them yourself
Sounds like the “upper 1%” trying to legitimize the “upper 1%”.
You are not charging too much. You’re operating a successful business. Something which most people will never do in their lives because of people like him. These people make millions by paying their employees dirt cheap wages. That’s his perceived value. You don’t share the same vision.
There’s neighborhoods in my area that are entirely made up of old money. Children of children of children who have millions that they didn’t earn. When they realize that I’m earning twice what they do (if they even work) I can see them immediately trying to figure me out. In the end, if they’re actually business-minded, I gain not only a large check to cash but their respect as well.
It still requires courage for me to charge what I charge but now that I know it’s possible to make $100-200+ per hour as a one man show I’m not going back regardless of someone’s perceived value of my professional work.
I’ve learned a lot from you guys over the years and backing down isn’t one of them.
I’m very pleased we were able to make you happy with the work we’ve done for you. I hope that the window cleaning company you choose in the future can do the same.
Sincerely,
That would be it for me, cut this jerk off now. He can only bring you aggravation.
We appreciate your concern with our pricing , and we are also pleased that you are happy with the work that we did at your home. In order to run a business properly an stay profitable our prices are structured this way for us to be able to stay in business an keep servicing our many happy customers. If you need an itemized list of our over head we will be happy to have our secretary do so first thing in the morning. Included in this email is an invoice for such a service please send a check an we will email this out asap.
Thank you,
An please re- schedule early so we can be sure not to delay your next window cleaning.
And that’s where you’d be wrong. $20/hr comes nowhere close to covering the barebones costs of running a home service business such as ours- never mind the costs associated with the items you mentioned. $20/hr would be a generous WAGE to pay an employee. But if we only billed at $20/hr, we would need to pay minimum wage for labor in order to just break even (while cutting countelss corners as well). I think you’ll agree that the technicians I sent to your home deserve more than minimum wage.
^^ ok, so I probably wouldn’t word a response like that, but its certainly what I would feel like saying!
You guys have to remember. $$$$$ = smart does not always apply. I have met a few of wealthy business owners that are actually pretty dumb in general, but are a genius when it comes to running the model fit for their business. Construction businesses and sub contractors are the worst IMO. You will here a lot of them say, oh, its just cleaning windows. But when you tell them its just a hammer & nails or pipes & wires its a different story.
His wife hired us and is our target market so I’ll put up with the husbands remarks. He started to have me thinking twice about what we charge but I thought that was over the top for him to email back after I gave a professional/business response. I think this guy just want to have “fun” with someone so, I’m not going to email him back.
Would be kinda fun to ask him what it would have possibly cost him with a crew of crack-heads in his house cleaning glass. Try not to take it personally; just business. If your offended by his approach, then move on and don’t look back. Under no circumstances should you feel like you over charged him. My first question to his initial inquire would have been “Are you in any way dissatisfied with the quality and results of service provided?” Many of us have had a few of these clients, it is what helps define us, help us to learn and focus on the futures of our growing businesses. Good luck.
Its a touch rude for her to ask that, however it doesn’t surprise me. I’d respond similar to the way you did. Even though she doesn’t deserve a response, just say we drug test all of our employees and pay them well because they have families to support. We are also fully insured and licensed. We pay taxes and do all of our business by the books. It’s not cheap for us to run a business so by no means are we making 60 per hour. Tell her you understand her concern and leave it be. I wouldn’t tell her what you make per hour. Just tell her its expensive to run your business and it should surly make her feel bad for asking and make her realize she was wrong.
