Your right…but sometimes people are just alittle crazy!!! Sometimes its just a powertrip. The window is clean but he s just busting bc he is the manager. Sometimes the manager is a neat freak…or sometimes (rarely) he is right.
Bottom line you have to go… and deal with the situation once there.
It is not a question of who to believe. If the customer says the window is dirty then it is dirty. Only a person standing with them at the window can say whether it is dirty or not.
Maybe the window has staining or the seal is gone and does not understand why it does not look as clean as the other windows. In that case both the employee and customer can be right!
I think the point is being missed hear. The manager is not saying the window is dirty. He is saying he didn’t see the tech clean the insides.
So to him they weren’t done. It’s that simple , an they were suppose to
No problem we wil come by on Tuesday is that alright .
Now you know he is the type that wants to know or see they were done make sure it happens each an every time your there . Before you know it he will not bother you anymore , and if he does he is just one of those guys.
Either tell him to go scratch , or just patronize him an see were it goes from there.
Managers come , an go the worst is when you have a great rapport with one then he leaves, an deuche bag comes to town . The best is when the DB leaves an a cool guy comes to town.
That’s the thing with route work your dealing with so many different people. . Sooner or later the DB enters the picture , it’s Up to you how ya handle it.
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Great Post on the money!
I tell every new cleaner the same thing: We are in customer service.
Sure, we clean windows, but what we really do is customer service. And that means taking care of the customer, even when they’re wrong. It really doesn’t matter who is right and wrong when you work in customer service. You take care of the customer.
Well… I would think twice about that. Yes we are In the customer service business. Let’s not be naive to think every customer is an Angel.
They ain’t always right , an if you let them some will walk all over you.
This is just one for instance :
I pull up to one of my centers my guy gets out , an starts cleaning it. I’m in my Van doing some paper work. I see the customer point to my guy then I see my guy start scraping something no big deal right. Well I’m watching him , but now I’m on the phone with another customer he was there for 25 minutes scraping off a long big vinyl sticker. So I hand the guy a bill for $25 dollars plus his monthly bill he tells me he isn’t paying this that is part of the job.
So is he right ?
No he isn’t , an believe me he was told he wasn’t.I don’t do the job anymore fine by me.
Now not everyone is like that thank god , but there will always be one out of the bunch , and you can have the customer is always right thing going , and get walked on once in awhile.
To me if just feels good to put those people in there place :).
And I didnt leave until the DB paid me.
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I’m not saying the customer is always right. I have no problem firing a customer who is more trouble than they’re worth. But in response to your original question, I still stand by my answer that it’s a customer service issue, not an issue of who is right.
And I totally agree with you about making a customer pay for their services and not letting them walk over you. Being great at customer service is not at all the same thing as giving it away for free. I’m in business to make money.
I just Re-read your post , an your right you weren’t saying the customer is always right 
. I don’t know why I thought that was what your were saying , but I did. My apologies ! I know one thing I’m not always right. In more ways than one.
My teenage years were rough 
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Whenever there is extra shit, I go the [I]“so would you like a second invoice,
so you can recoup your money for paying the extra time it takes me for me to do this?”[/I] route.
To…
“Pass along to your painters”
“Send to your vinyl sign installers”
“etc…”
It lets them know you are doing extra work, that is not by you (or their) doing.
And gives them a little “tune up” that you aren’t working for free.
Better yet, if you DO take care of it, you are now doing them a favor.
Ya the subtle approach is usually the way to go, but this guy already established himself as a DB. Soooooo… He got the he ya go this is for the month , an this is for that freaking vinyl we just scraped off. Ya know the one you didn’t even bother to ask how much would this cost.
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