hey guys so after the funny comments post I want to talk about customer satisfaction in the residential…
I find several different type of customers… here they are:
1- the really picky customer who is almost never happy. who will find the smallest detail not visible with the regular human eye.
2- the customer that follows every move you make, while breathing over your shoulder
3- the couldnt be bothered customer who will never look at the work and say thank you at the end
4- the one that will take a quick look point out small problems if there is any and will be overall thankfull
my favorite comment I got was from ccustomer numer 1** thats how you clean windows… I could have done that on my own **
from customer number 2…** can you please give me space that i could cut down some branches**
from custyomer number 3…** oh your done alright thx bye now…**
I find with the really picky customer its best not to say much… and not to be too nice ause thats when they really become picky…
many times it seems picky picky picky and never happy is either a sociopath bent on making your day miserable and ‘winning’ or a shyster trying to get something for nothing one way or other
2 thinks you are their handyman or are the first service person theyve hired and cant just walk away and leave you alone
Recently I had the #1 light version. She had etching on one pane of glass. Asked me to clean it again to which I obliged. Before doing so I asked her if the painters slopped something on the glass. It was obvious to me something had been splashed on it. She said OH NO they couldn’t have done that.
Well they did. But picky as she was I bit my lip and re cleaned the window to which you could instantly see the etching. …
People are people. Like it or not we are in the business to deal with all types. Some I just won’t put up with though.
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I’m new to window cleaning, but I’ve had a junk removal service for 7 years. When I got someone I knew was gonna be a pain (which didn’t happen often at all) I would just price the job ridiculously high. I called it a hassle fee. That way they either said no or I didn’t mind the hassle at all. I plan on doing the same with window cleaning…You can be a pain, but you’re gonna pay the price!
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If there picky like Bruce says I will never go back . I don’t have time for that,don’t need them,don’t want them ,goodbye here call this guy 1800-weworkfornothing he had his sign on the telephone pole .
Thank god 3 & 4 are the norm .
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I love when a $15 a month storefront customer gets picky. Believe me with me it only happens once . I won’t put up with a storefront customer being picky every month . If it’s legit I just listen an do what they are complaining about ya know like can you just wipe this up better or can you get that tape you missed that’s legit .
As if now none of my storefront customers are picky
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Ding ding! Price the job where you are happy to work for the price considering the hassle. Refusing the work because they are a pain in the a** could do more bad than good really.
People talk. They may be friends with your clients or friends with people you WANT as clients.
I’ve only been fired twice in 28 1/2 years for ‘quality’ issues. Both times were at stores where I left tape on the doors. Hmm, well that’s where the signs were going back on! Each time was really about the price.
There are a few resi customers who have been unreasonably picky. I might finally fire some of them.
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I always I and estimate the job in person, and I’ve always had a pretty good feel for people. Plus, as some others have said, the bad ones are few and far between.
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With the picky #1, Ive found that a smile and an offer to refund, and see ya later(not!) attitude, they tend to back off; bcoz they know that I know they are not worth the hassle. And deep down everyone wants to be liked, and wanted, including D-grade clients. And some of my D-grades have become my best spokesmen, because basically all they really wanted was to be listened to and have their points taken seriously. Doesn’t mean they stop being a pain in the ass tho.
I was in a house the other day where the guy was boarder line horder not Terrible but junk everywhere. And he was following me around complaining about everything. The irony of how he kept his house vs what he expected made my day.
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Lol!
You just to bear in mind, that lots of people perceive themselves differently than they really are. It’s not generally easy for people to be completely honest with who and what they are.
Giving those types some empathy goes a long way. What we do for people, is really at the basis, is to serve their selfish desires and do something for them that makes them “feel” good. How people FEEL about our service and us, makes or breaks our success.
That is so true. I’m one to always keep a smile on my face (even with the worst customers) I treated this customer the same as I did the mansion I did the days before. Every customer no matter how big or small gets the same treatment and the same smile. Only difference is as I’m driving away from some of those picky cust. I’m thinking “what a dick”
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Picky comes at many levels. Level 3 being the highest can bite me !!!
Level 1 & 2 it’s all good.
I can’t even remember the last time I met a level 3. Oh ya it was a storm job 3 years ago she thought all her hard water should be taken off with a regular wash. That was a fun day . Every window was picked apart . I have been doing this a long time an I hate to brag but I’m very good at what i do as I’m sure all if you are. I know everyone is the greatest window cleaner in the world believe me i have a dozen or so friends that were ,or are presently window cleaners ,an there all the best one is the fastest one is the best ladder guy one is great cause he does chair work .
I’m all about doing a top notch job most of my business is repeat customers.
Got no time for a level 3. I’m not smiling when I find out there that type .
Let the low ball fly by night hacks have those customers
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iv found its best to stand up to a picky type " look,youre a difficult personality ,so im saying goodbye to you and your games before i snap. "
they always take this honesty very well in my experience.
a) old lady job completed 10 weeks ago. Claim: skipped one track. Result: it was exterior rotten wood sill she was looking at. Now this is the second invalid complaint since we completed. First was blown seal she thought was skipped
b) family friend from years ago. Claim: streaky windows and skipped window. Had no access to do quality control check day of job. Result: 5 blown seals. Historically this is her 3rd time saying work was not great when it was failed IGU
c) job completed this week. Claim scratched kitchen sink window. Result: will go to home next week and look. Crew explanation does not sound like “window cleaner type scratches”. Historicalaly lady gives us good money year round but always has some window cleaning complaint.
fact: we are in a service industry
Claim: no business is without a single pain in the ass client
result: up to all of us if it’s worth it
