Had another learning experience today.
Small job that would take me an hour (I thought) turned into 2 hours 30 minutes.
I cleaned these 2 double hung windows and saw they didn’t fully clean so I thought it was hard water stains.
I informed the husband and wife and they both wanted those cleaned so I told them we typically use the hard water stain remover and a steel wool, that’s how I do it.
The husband goes to the store and buys it for me lol and I started scrubbing.
I thought it’d be quick but took longer than I thought.
Ended up scrubbing 4 windows. Got $20 tip and hopefully a good review but I should have made at least $200 from the job but made $170 with the $20 tip.
Not a big deal but still.
My main question is do you guys tell the customers on the estimate however you guys do it whether in person or over the phone about hard water stains?
What I mean is I didn’t know these 4 windows were stained (when I went on the estimate) I just thought they were dirty but when I went to clean them I saw they didn’t fully come off clean.
These customers were picky and it was too early for me to realize to say that hard water stain removal is extra and the husband went to the store and bought the items I told him lol.
I think going forward on the estimates I’m going to quote a lead say $300 then say this is a basic window cleaning service. If after I or we clean and notice some hard water stains we can remove those for an additional $20 per window. So if 4 of them are stained it would be $380 total. Or you may choose to just go with a basic window cleaning service.
I did those 3 with the hard water stain remover then the husband was like the kitchen window needs it too. I was tired and told him just so you know usually I charge extra for this service but you’re a referral and bought the chemical so I’ll do it for you. He was like “Oh I thought this was included, cleaning windows I would think would mean to clean them.” Lol no sir this is not a regular window cleaning service this is hard water stain removal and is extra. Usually we go about $20 additional per window, he looked a bit surprised was like “Oh and his eyes lit up lol.”
I think setting the customers expectations on the estimate is a big key. I already cleaned those 2 stained double hung windows at the start and they came out better but were a bit stained so me saying “Oh hard water stain removal is extra” at that point would look a bit weird / unprofessional in my opinion. And also that he went to the store and bought the items.
Going forward I’m going to say the little script above on estimates. So if I run into this situation again I’ll say I told you if some are stained the price is $20 extra per window if you want them removed. Otherwise we do a regular window cleaning service. And I also need to always have the chemical on me so if I run into the situation I can have it and clean it for the additional price.
You guys use the hard water stain remover and a steel wool as well to remove the stains?
And these stains are caused by rainwater when it rains and hits the glass? It stays on the glass and the sun bakes it into the glass as rainwater is not pure water and has minerals right? Just want to make sure I know what I’m talking about lol…
It was a total of 12 windows but 4 had the stains because I assume it was on the sunny side and could tell the sun bakes the glass. The other 8 didn’t have stains.
On a previous service I had about a month ago the customer mentioned hard water stains and to remove them so I charged accordingly for that one.
Are you guys able to tell if windows are stained on the estimate or you’re able to tell after you clean and see it’s stained then tell the customer it’ll be extra? I plan on telling them about this off the bat on the estimate