I got a call today from a national chain restaurant wanting a bid for windows.
When I asked the manager how long since the windows had been cleaned she said (almost guiltily) “Um, I have a window cleaner already.”
And…?
“He’s really creepy and he scares us. And he drinks wine while he’s cleaning. Straight out of the bottle. In the restaurant. I really have to get rid of him.”
I couldn’t help it.
I busted out laughing.
And then…?
The manager should be fired immediately.
Yeah agreed everyone involved should be fired.
I was out for brunch 1 morning and the owner/chef of this restaurant asked me to give him an estimate. I asked if he already had a window cleaner and he said the same thing. “Yes, but he’s creepy and not well dressed”. Imagine all $$ we could be saving on uniforms and still have work.
I assured her that we were a professional, uniformed company (with a little good-natured banter included) and that I would submit a bid as soon as I could.
She’s ready for a professional company.
I hope she’s ready for a professional price.
This all comes back to perceived value. Your customers are looking for a professional Co and a good price.
If they balk at the price remind them you save your drinking til after you’re done.
Yeah, I agree with all. I wanted to make a note about perceived value here. Yesterday we were cleaning a residential job for about $369. I asked the home owner if she minded telling me what the last guy she had charged.
Before I tell you his price, let me tell you why she wanted a new guy.
The old cleaner was a former lawyer. Said he liked cleaning windows better. She said that he didn’t wipe up any messes left behind, he didn’t replace all the screens correctly, he didn’t clean all of the windows. All problems which she asked him several times to fix and he ignored her.
Looking at the job he’d done before we came along–everything seems to be right in stride with a real crappy outfit.
She told me he was $225. I thought, rather I new, that the reason I am able to charge so much more (60%) was that I informed her of all the things we do while we’re there and how we make sure to not do the things the other guy did. After the job was done, she was so happy that she asked us back for a monthly exterior cleaning and a quarterly complete cleaning.
Today, I found an ad on the door of our second house of the day. It was for window cleaning. I played the role of secret shopper (maybe this is bad habit, but I do it to see what I can offer that others aren’t, as well as keeping my prices in check) and called. I told them what I was looking for a window cleaner for my house. I described the house I was cleaning right then and he came back with a price that was $120 less than I was charging.
The whole reason I am telling all of this is to re-iterate the idea of perceived value. If you make the customer feel like they are being treated like royalty, then you do a good job, the will pay BIG $$$ for your services–the exact same service that some OTHER GUY is doing for 60% less.
I don’t want to be that OTHER GUY.
I will never be the other guy as long as my phone is still ringing.
I cleaned a ladies house who told me her prior window cleaner took and entire week of cleaning before she fired him. She said he showed up with no shirt and cut off jean shorts. He would clean a window or two and then sit around most of the day before he would clean a few more. I did the house in a few hours and restored her faith in window cleaners.
If she had half a brain in her head, she would have fired him after day 1. She can blame herself…
That issue and so many others has us say “If it smella, it’s Pella”. They rot as a company imho.
