That doesn’t sound crazy at all.
What we do is offer luxury services. Perception is everything. How we make them feel is important.
Obviously some people will look at us like we are toilet scrubbers, You can never let that get to you, and remind yourself what an accomplished business owner you are. Never lose your confidence,
Just remember, those managers are trying to manipulate you into giving them freebies. You have the power, so I wouldn’t be afraid to charge or feel the least bit bad about it,
Recently got de-valued by one of my own customers. After Michael remnants, customer had sandy sea slime on back windows and surfaces, and balcony balustrades. Flooded and hand wiped all glass about three times. Then used mop and squeegee, so I wouldn’t get sand caught up in tools. Yeah, it looked simple. And I used a 24" squeegee to make time. So…I wanted 200 after windows were pristine. He said I’ll give you 150. Which he did. After about 4 hours of towel and equipment clean up from all the sand, I netted about 5 dollars an hour. This is a good and very rich customer. I felt de-valued for what I did. I’m a pro. I worked smart and made it look menial and easy cleaning slimy sand off everything, taking good care of a lot of glass. Not happy and we will have words the next time he calls me for service. Oh, and maybe it’s time to get a WFP.
Life is too short to deal with people like that. They don’t deserve the mental energy expended. Block their number or change their name to John Doe donotanswer, and move on. Just my 2¢
Edit: after reading @anon46335951 reply, I have to agree, this was on you for not agreeing on price beforehand. And how in the world does the math work out to $5/ hour? Did you really spend 36 hours on the cleaning? Or was that a typo?
Regular commercial customer verbally committed to cleaning a third campus then 6 months later cancelled 1 week prior to cleaning. I was extremely irritated at myself for neglecting my policy of written contracts.
I put myself in a poor position because I didnt properly handle business.
Part I enjoy the most is same customer asked last week to come wash some common areas of the same buildings due to complaints of dirty windows. He was upset because I required a contract first.
I think some people will only see us and the other vendors that they have as a number. Idk honestly how to become more than that in their eyes, but once I realize I am they become the same in mine and every transaction goes through that lens with minimal consideration to anything else. At least then you can protect your rep with other people because that person may be inclined to go around advertising your best deal that you usually don’t give.
The first rule of money and clients is you NEVER do work without a previously agreed price. Ever. Even IF it’s someone you have done work for repeatedly, you ALWAYS give your price before doing work. Sometimes it’s wise to have contracts too, but for most of us doing resi, not always necessary.
Even IF you had gotten that extra 50 bucks, you were still far underbid. It’s not all their fault that you didn’t make a decent payday. Even experienced guys get a lesson once in a while. In the psychology of this sale, you were not confident of yourself, and buckled. So in the end, who devalued who? Stand firm from now on.
As Jeff said, just because you perceive someone as “rich” doesn’t mean they are or that they will pay any amount you say. Some don’t care about price, some are the cheapest you have ever met, some expect a “deal”, some expect you at their beckoned call, and some are decent, normal people.
As soon as they ask you for xtra. Listen to them , an then say ok let me figure this out. I’ll give you a fair price.
Then think about an give them the fair price.
Then when they look at you with 3 different heads say … What that’s not fair !!!
To me anything over 15 minutes is getting charge xtra for. Don’t mind throwing in a a little xtra at times especially if I’m at a premium price but your not getting a half an hour or hours worth of work with out a upcharge
Agree 100% , an also make sure an estimate is emailed out to them saying exactly what your going to do for the money your chargin
Very important !!
A lot of times they don’t want the basement windows done. Well that has to be in the estimate . basement windows exclude !!
Sometimes with power washing they don’t want the detached garage done. That has to be in there . detached garage excluded !
I always put in my house wash etimates. Black striping will not be removed with a regular Cleanjng.
Now they can’t say what about these stripes.
I upsell it if they want it.
How do they know you don’t mind. Jedi mind tricks … Lol
Fact if the matter is when someone asks you it’s not the first time they’ve ask someone. There use to this game.
Ya maybe they might sense weakness , but don’t mistake my kindness for weakness , as the saying goes
The fact is you/I gave
Them a price for a certain amount of work The xtra is just that. So it’s up to the business owner , are you going to do it or not
For me what I do is when ask , because you always should be ready for it. Whether there asking for a discount or xtra.
I’m never combative. When asked I’ll pause , an rethink what there asking, because it takes some thought. What type of customer are you , what’s my price here , an are you asking a lot.
Then my answer whether it be yes or no. Well my price is fair as it is , or I gave you a fair price for the work we did already
Who are they to tell you your price isn’t fair. Because the last guy Well the last guy wasn’t me.
So if you don’t want to do xtra for free. You need to nip right there an then. Well what is you want done those five windows. Let me think because I want to give you a fair price.
Also in a firm believer eceryhing your doing needs to be in that estimate, an it needs to be emailed. So there are no discrepancies
I had a really nice monthly commercial account
It paid 250.00 a month. It would take me an Hour an a Half by myself
So one day we’re out front setting up the ladders to get up in the roof to cleanl the 10 or so windows that were up there. The owner who is one of the nicest guys ever. Said to Tony who was working for me that day. Hey there is a dead bird up thrrr do Mind putting it in this bag for me.
Tony gave him an attitude , but I jump right in an was like Sal no problem. Tony go grab that bird.
I Reamed Tony’s ass when we got in the van. I thought he was goin to kick my ass , but I was so pissed, That had better be on his game if he wanted a piece.
The next time he asked if I could get the leafs in the corner up top on the roof. Of course I can anything for you Sal. I didn’t say that … haaaaaa
So to me it’s all about dollars an sense.
An the type of customer you are
Good old Tony he was a great window cleaner, but was rough around the edges
He’s no longer with us do to his drinking problem , but only because he was my best friiends cousin back in high school is why he still remained working with me part time.
I remember like it was yesterday. After about 2 hours or so when tempers calmed down. I said out of nowhere. “ Tony you don’t come to my job , an talk to a guy like Moe green like that “
We both couldn’t stop laughing. What a dock he was. RIP. You stupid bastard !!!
