A lady called me this morning wanting her windows cleaned today or tomorrow - site unseen - book it…
I wasn’t ready. My wfp and pure water system is not ready at the moment. Due to my lack of experience I did not tell her I needed to see the house, inspect the windows and then tell her if I could or would do it. I don’t know if that would’ve made a difference - she seemed demanding, and needed a commitment now. That type of attitude raises flags in my mind…
She must’ve found someone. She hasn’t called back. Fine with me.
So, how do you all handle calls like this? Do any of you just take it?
In my mind it could be dangerous booking jobs site-unseen.
I was caught off-guard and didn’t know what to say. It was a good learning experience. I’ll know what to do next time.
That being said. You all are probably out cleaning windows. Respond if you can. I appreciate your feedback/advice.
As for me, today’s a good day to get the pure water system ready
I would have said that same day service is a $500 minimum, then went to the job and did an exact estimate… If it came to anything under $500 I would just say the total will be $500 and then get on with the job.
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Everyone gets these calls people who don’t think you run a business that you are sitting there waiting for them to call . What I do is say just give me a window count what type an how many add 40 % above what you normally charge an tell her that is a ball park, and make sure you let her know in a matter of fact way that your moving a regular customer to do this fir her
Yup, I’m all over these calls. If you can do it that day/week you’ll score big points by doing it. Just be sure to mention there is a fee and that’ll you’ll have to reschedule other jobs but you’ll be happy to do it.
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These calls come in three flavors and only 3 flavors:
Some joker is price shopping you.
Client is really in a bind and needs service.
Client has a situation they are trying to get over you on.
These are pretty much the only categories these calls fit into. Wewill get it done for you and this is how much it will be. If you want to charge someone extra for short notice, or over time…you don’t need to talk about it.
If I am out working when i get a call for a quote I get the details and usually do the quote in person that afternoon of the following morning.
But I am guessing that all your customers are not in close proximity like from me where anyone is 5 minutes away.
If I am at home, then I am looking up there house on my computer while talking to them, you can normally get a decent idea of the total area of the house from an overhead view and then a idea of the window design and count from a street view. Add this with vocal information from the home owner this should give you a nice ballpark to inform the potential customer whether they want to proceed further.
If I can fit them in, sure I’ll do it. “Emergency” customers are not typically the customers I typically want to serve, in my experience it’s usually a high stress situation, at least for mine they are usually someone who decided to sell their house for a 1x clean or right before a party, and isn’t looking for repeat service just to keep the property up. Not to deny any $$, but I’d rather serve someone who is going to have me back in 6months to a year with less stress. Always keep in mind their “emergency” is not your "emergency - ever. If you can fit it in, GREAT! If you want to tack on $50-250 bucks for the “same day” service fee - it’s up to you depending on how bad you need $$ or how much you want to land the job, and if you score a few extra bucks by doing so - pat yourself on the back, and smile all the way to the bank!
I got one of those yesterday. I said " What I can do is come give you an estimate because I’m heading out the door to do estimates in your area so Ill stop by to give you a quote." Her response was " can you do the job today?" I told her no. She said well another company can do it today so Im just gonna have them do it.
Heres the thing.
She wanted her outside windows done and was super concerned on what method we use when cleaning windows. This tells me she’s crazy about perfection which isn’t a bad thing but can be a nightmare.
We would have totally done the job however, we simply couldn’t because our schedule was full.
Regardless of what someone wants, its your business. You set the schedule for your company. If your schedule is full because your door knocking all day, then don’t let anyone change that, even someone who wants a job that day. We are booked 3 weeks out right now. If people need it done sooner thats okay, but we can’t do it. Make your business clearly the best around and people will stick with you and wait.
Great feedback! I think it would’ve been one-time only. And with my luck, windows that haven’t been cleaned for years… I like your point- their emergency is not my emergency.
Thank you all
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… I treat it like any other call. First I look at my schedule…no openings? sorry can’t fit you in. Today a woman called and wanted a 4000 sq ft house done by Friday. I have 2 jobs a day all week and that big of a house wouldn’t fit. A smaller house would have. I suppose I could have charged extra, busted ass big time and done it, maybe even splitting it up into 2 days after the other work each day, but at 61 it just isn’t worth it. There is more to being self employed than just making money.
When I mention I’ll rearrange things for an emergency, I’ll never reschedule residential. If there is a conflict, I just can’t fit them in. However, I can easily bump commercial to make room.
Telling the customer that I’ll rearrange, squeeze them in, etc is just letting them know that I will accommodate them. But I do want them to realize that I am going out of my way to help them. It builds good will with the customer and reminds them that I’m willing to go the extra mile for my clients.
Stop being so righteous . It’s a little white lie that will be rectified by the work I do for her. It’s not like I’m telling her I have insurance an don’t . Five years ago one of these calls came in I Scheduled her on Monday for a Saturday Called her on Friday to Confirm, and Oh sorry I got someone they came yesterday. So… For me its look I’m moving a regular cust. of mine just for you ill be there on such an such day im putting you on my calendar [FONT=Arial Black]OK [/FONT]Yes thank you so much your welcome we will see you then
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