customers that cancel

[gazi105]

How do you handle cancellations? IJCSA



I'm new to this business and I definitely wasn't expecting this to happen so I need some advice, please!! This lady I clean for on Friday's left me a note and said she needed to reschedule because she had some family visiting. So I left her a note back and said that's fine, to just call me sometime over the weekend and let me know when was good for her and see if it fit into my schedule. Well, she never called. So I called her Monday. Left a message, no call back. Called her again Thursday, and no answer back. So I didn't go yesterday, but she still hasn't called me.
I was talking to a friend yesterday and I didn't know that she knew the lady I was cleaning for--so she asked if I was cleaning for her still, and I told her that I haven't heard from her, and she said "Well that sounds just like her actually!"
Now I'm not only out of a job (so it seems) but also confused and offended, on a business level. I even told her that I was going to buy a different style mop because she had tough floors to clean without streaking, and I did! So my question is: If she is to call back, do I continue cleaning for her? My trust in her is pretty shot now (unless of course there was an emergency-type reason that she couldn't call me). But I do need the job... anyone have anything similar to this happen, or anyone have any advice on what you would do?! Thanks

[amomom]

I bet she was just embarrassed that she forgot to call you back. Maybe she was thinking you were going to charge her when she missed. Maybe you could send her a little note in the mail asking her if there was a problem and if she would still like to have you clean, letting her know at the same time you would still like to do it.

Alicia

[Crowz]

My advice is to start using a service agreement. IJCSA left a good one (that I adapted to my company needs) somewhere here on the boards. I will cut and paste mine here and email you a copy with a spec sheet if you have a visible addy here... hope you have WindowsXP! Here:



Service Agreement


From: Crowz Cleaning & Maintenance

Submitted to:

Work to be performed at:

Crowz Cleaning & Maintenance agrees to perform all labor and provide all supplies necessary for the completion of the cleaning of _________ using the attached job specifications sheet as a guideline. Work is to be done ______ times a (circle) week/month on (circle) Mon, Tue, Wed, Thu, Fri, between the hours of 8:00 P.M. and 8:00 A.M.. This service contract is to be for _______ (circle) month(s)/year(s) from the date of acceptance and month-to-month there after. At this point either party may cancel with thirty (30) days written notice to the other party.

Work is to be done for the sum of _______ per cleaning, invoiced on the 10th and 25th of each month with a statement of open invoices billed on the last day each month. The client ___________chooses to pay by (circle one) invoice / monthly statement, and payments are due within 10 days of receipt. Payments are to be made to Crowz Cleaning. Late payments are subject to standard late charge of 2.25%, prorated daily on past due balances.

Any alteration or deviation from the specifications (attached) involving extra time/cost will be executed upon verbal or written order 48 hours before the next cleaning visit to allow for schedule changes, and will become an extra charge over and above the proposal price stated. If any specified task is skipped over or overlooked it shall be brought to our attention immediately so the situation can be remedied or proper adjustment made to billing. All work to be done days and times as stated above, and all agreements contingent upon conditions beyond our control, i.e., severe weather, accident, illness, schedule changes, etc., and the client will be notified and not charged.

Respectfully submitted by: ______________________, ______________________ on _________________
print name signature date

Acceptance of Agreement

The above prices, specifications and conditions are satisfactory and hereby accepted. Crowz Cleaning and Maintenance is authorized to do the work as specified. Payment will be made as outlined above.

Accepted by: ___________________________, ____________________________ on _________________
print name signature date


Hope this helps....

[Pages Personal Cleaning]

I can understand someone needing to reschedule because of family visiting, but to not return your calls to reschedule sounds a little funny to me.
I will usually put up with someone cancelling a couple of times but if they continuously cancel then I just tell them I cant clean for them any longer.
I know its touch when you first start out because you really need the money, but trust me the good clients will come and then you can decide who you will clean for, which is a great feeling being able to pick your clients.

[gailm]

This is a good issue to incorporate into your Service Agreement but still hard to enforce.

I have found that when this happens, it's because they're too afraid or embarrassed to tell you they need to cancel the service.

I know it's hard but you can't take it personal. You'll find yourself in all kinds of strange situations in your house cleaning business. But to run a successful business, you need to have the attitude that each experience is a chance for you to learn and grow. Don't take it personal.

Make up a flyer announcing a prime time appointment just opened up and distribute throughout your "territory". This makes your service appear like you don't have many openings and people will want to be one of the "lucky few" to use your service!