Its always the tracks!!! So tempted to eliminate this from our services.
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Just say what you do and do what you say.
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Its crazy to me. It seems like most of the time my customers are more concerned about tracks and sills than they are on the glass. I also find it crazy how employees tend to forget how important they are
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As everyone has already pointed out you should call the customer instead of a text.Yes she should have contacted you sooner but some people just donāt bother or choose to sit on things until they reach breaking point.Call her,explain that you would ve come immediately if she had raised the issue straight away,if this client still is nt happy i would offer a very small discount on there next clean to keep them sweet as way of an apology.If this still doesnāt satisfy her then its best to walk away from her.
We use a combination of a track brush and this type of gatorade bottle
https://www.gatorade.com/_assets-sports-fuel/images/g_endurance_product-thirst-formula.png
Loosen it all up with the brush and then flush it out with water. Really makes a big difference in the corners
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DId you manage to get a hold of her?
Thatās whatās so frustrating about this. We met her when we did the estimate and she showed us her concern about the tracks. We described what our standard clean would include and that sounded great to her. I also emailed the estimate so thereās a description there of our standard window cleaning, saying a more detailed track cleaning can be added.
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She didnāt answer when Anthony called. He left a message so weāre just waiting to see if she responds.
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Do you offer different levels of track and sill cleaning?
Going to try using a cordless waterpik this year. Have really high hopes. Its the thing used to clean your teeth. Its like a mini handheld pressure washer.
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Yea, all you can do is explain ahead of time that a nominal clean of tracks is included; deep more extensive cleaning of corners and what ever staining will come out is an additional charge.
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years ago we had a guy who could NEVER remember to wipe the sills. 6 month into employment on a monster job I made him do nothing but wipe sills.
Cut him down as he felt like a big dog but he learned.
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complaints drive me bonkers on many levels. Too often it seems itās something basic/stupid the techs did or something the client is unreasonable about.
We have gone out 6 months later to fix complaints. The most bogus one, odd wealthy lady called 6 months later saying we missed a big spot of mud on her windows and how she was so nice to us and blah blah. Clearly someone had just thrown mud on there window, maybe even by accident. Was easier to spend the hour to clean one window and move on.
As for the reply about waiting till Monday. I agree, really working on setting boundaries with work and life.
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Exactly how we do it
An I write in the estimate. Screens cleaned An siills wiped down
That way if they complain about anything Iāll just say we did a basic wash on the silks
If you want a steam clean we can do that for you . Iāll email you a price for that it requires more labor, an equipment
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How does that work with a water supply?
I use this, a track brush, and a shop vac. Sprayer on stream has huge pressure up close with out a deluge inside a customerās house.
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Not exactly, as in choose package a, b or c. We describe to the customer what our typical, or standard, process of cleaning a window is and ask if thatās what they are looking for. We let them decide if they want a more detailed screen or track cleaning from there.
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I do. A thorough wipe down with a wet towel comes with my standard clean. I tell customers that I can detail the tracks for $3 per window. Almost everyone is fine with basic. I hate taking the time to detail the tracks so I stuck a price on it that is fairly unattractive.
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I just add a base price. Single story home - add $25. Two story, add $50. Itās not the perfect system, but it just gives me a number to throw out. And for $25 bucks, I can take an extra minute per window to vacuum the tracks out. But Iāll never do the q-tip/toothpick level of clean. They get a vacuum and thatās it.
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Yah a bad review handled right can be a gold mine for a marketing move. If itās handled correctly it will show your non-selfish attitude in wanting to make things right and their completely unreasonable expectations.
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