So I’m about to land a 5 story senior apartment building, and an attached assisted living facility. I’ll be doing the job with my wfp. I’ll be making well over $3000, and it should take me about 3 days.
My biggest concern is complaints from the residents. Don’t get me wrong…I love old folks, and hope to be one someday! But this is a building that does not take Medicaid, Medicare, etc. These people pay around $1500/month out of their own pockets to be there. I’m concerned that these folks…who have nothing better to do than sit in their apartments and watch me clean their 5th story window…will be ultra picky. I’m not at all concerned about the results I’ll get. Just their perception of the technology.
Anyone here done this type of building, with this type of customer? I’d like your advice on how to handle potential complaints or issues. It’s a 5 story building with 2 wings…I’m thinking there’s a good chance I’ll get at least one or 2 complaints.
Who’s your customer? Not the residents, eh?
How has your customer managed past “complaints” from the residents subsequent to building maintenance?
You will indeed get complaints, however, you will also get a flood of compliments! Last month I cleaned an assistant living facility much like the one you mentioned, though it was only two stories and an outside only cleaning. I too washed it with my WFP, after blading the whole thing. The maintenance director who hired me said it had been over ten years since it had last been cleaned. Boy was it gross. A few inquiring minds wanted to know more about the pole, but I got zero complaints because I was using it and most everyone was thrilled just to see me there cleaning the windows.
For me, the most nerve racking part of the job was taking out the screens which had to be done from the inside of the residents room. I had my most trusted employee, along with a caretaker go into every room. A few tenants freaked out because someone was in there room for a moment and one gentleman was pretty upset because his screen was going to be out for a few hours, but other than that we had no problems.
Some cranky seniors will find a reason to complain about anything, but most, like in my case, will be very happy you’re there.
You’re bound to get some complaints, considering you’ll basically be doing 100+ residential jobs in one shot. I’d just make sure the PM knows that you will handle any complaints by trying to rectify the situation. I’m sure they’re aware that their clientele might be a little “finicky”.
Strange thing is, I find it easier to please my more “age progressed” clientele. They’re thrilled when I’m done.
Haha-- “age progressed” that’s a new one to me.
Of course they’re happy with you Chris- they can’t see well enough to notice all the streaks you left! Just kidding.
I think the key with elders is to be as friendly as possible. You gotta put on the “grandma gloves” and be a good boy. Chances are if they like your character your good-- if they think your some wise-ass punk then no matter what you do-- it won’t be good enough.
Really this applies to all customers, but seniors seem to either like you or hate you based on some internal instinct. It’s like they either see you as Wally Cleaver or Eddie Haskell.
The residents are, of course, my customer’s customers. I need to please them because they are the “end user”.
I haven’t yet discussed possible complaints with my customer. I will, however, be bringing this concern up with them when we are finalizing details of the job.
In my proposal, I stipulate that their staff is required to remove the screens prior to cleaning and replace them after cleaning is done. If I had that responsibility, it would easily add a whole day to the job…not to mention the added liability of screens and personal effects near the inside of the windows.
In case any of you missed it, Michael Thomas responded to this thread via Facebook. You can see his comments at the bottom of this page. I really like his response: “Use the analogy of a car wash, you are doing a wash, not a detail.”
I have do about six retirement centers a year. We have received no complaints from any resident. Actually, they love the cleaners. They usually enjoy them cleaning a window. My cleaners will speak to the residents. Some of the cleaners (early in the day ) will put a show on for the residents. Twirling the squeege and such. No problems. We usually do inside/out and when we do, we make sure that we have a employee of the center with us on the floor. They are the ones who knock on the door for the resident to let us in. If the resident is not in the apartment, the employee can open the door. We put sive to six cleaners on the same floor. The maintenance employee just stand around opening doors for us. You have to be very careful about where you place your buckets and tools. You really have to watch everything and make sure that the people don’t get in your way. Just be carefule and SMILE.
+1 on Dougkolis post, I do a couple with a very similar scenario. I generally pop the screens first, wash all the exterior and then do the insides and replace the screen, Usually any small complaints can be dealt with as we do the insides, and as long as you are polite and are careful of their stuff, it all go’s well. I try to be generally cheerful and talkative when Im doing a unit, and especially chatty with the group of old dears that sit in the common areas, If you can win them over you are well on your way. One building we have been doing for about 10 years, this particular group of old ladies compliment us every year and tell us that we are much better than the guys who did it last year;)
Haha-- nice. Maybe your just getting better with age;)
I should clarify…this is an outside only gig. I could handle the complaints as they occurred if I were doing in and out.
Our best customer is an elite retirement home. 3 huge building that are 3 stories with 4 wings each and over 80 villas. Its a outside only gig too.
One thing we do is before we start is have a meeting with all there residents and talk about how we clean the windows and what is going to be happening. Kind of an q and a. Address all of their concerns and explain the process since we have to enter there apts since we take out the screens. Everytime people question the wfp but we ease there worries about it.
We have been doing this place for six years and we always have a few complaints. We have the office take note of any complaints and then we go to each resident and handle whatever the problem may be. Usually its foggy windows with broken seals or we didn’t do the inside.
Hope this helps
You’ll probably get complaints about windows that are still dirty when it’s the inside that’s dirty!
There is no probably about it. Averages about 1 in 75 tenats will complain windows are still dirty. We have 11 retirement home accounts. Good thing is it takes no time to explain what the problem is.
Use the analogy of a car wash, you are doing a wash, not a detail.
