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Post by Crowz on Jul 7, 2005 20:13:06 GMT -5
Hey everyone! I haven't been around for a while.... my apologies! So much has been happening here I barely have time to eat and am asleep before my head hits the pillow! I had to write a very difficult letter to our chiropractor client today. We have been cleaning her residence and offices once a week each since February 9th. We gave her a great price on both jobs and even did the billing as if we were only servicing her offices so she could get it all off on business taxes. What she signed up for was a basic/standard cleaning. She is one of those people who leaves notes asking for extras free of charge. Over time we were doing more and more until it got to the point where we were just breaking even, but we still did the job at the same price. So yesterday we arrive at her residence to find a letter stating "after today I will no longer have you clean the house. I need much more detailed home and as this is your only residential service (not true, we have one other currently) thought you would be relieved...... I do need a more complete job at my office or I will no longer be able to use your service there...." quack, quack, quack. I wrote a 2 page letter to her describing what she signed up for (we were new in the industry and only have a verbal agreement... we know better now), what she was getting, what industry standard pay is for a "professional" cleaning company, licensed & bonded - license, bond, insured - then nonprofessional rate for one who does cleaning under the table. Then I offered her deal at industry standard prices for her residence, detailed clean estimated at more than double her current rate. Then I offered her a firm price on her offices for a detail cleaning at only half our current price more AND we would be able to hang a tasteful modest size framed ad in her reception area that would say "This facility cleaned and maintained by Crowz Cleaning & Maintenance" with our logo and contact information..... OR we could do a detail cleaning at industry standard pay which would be double what she has been paying for basic.... I am ashamed to tell you all how very low our charge to her has been all these months. I ended the letter by saying that if neither of these deals were sufficient she should contact us and the key to her offices would be returned promptly..... we will no longer be cleaning her offices at anything but industry standard rate. I included a Job Specification sheet for customization and a blank Service Agreement. John hand delivered the letter to her office manager (a real nice girl named Jennifer) as the Dr. was busy. A conversation ensued and Jennifer informed John that the Dr. "has been on the rampage for a week since they came back from Maui". Who is in a bad mood after 10 days vacation in the Hawaiian Islands? Geesh! I'm glad we won't be around when she comes back from a month long vacation in Italy in the Fall! LOL! Ya, I am pretty sure she won't be going for my offers! Anyway.... that was today & part of yesterday. Big day tomorrow starts early at 2AM so gotta get ready for bed. I have lots more news, but it will have to wait.... sorry! Until next time.........
Natalie
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Post by Kevin on Jul 8, 2005 0:03:42 GMT -5
Stick by your guns Natalie, But as we spoke earlier today there are many compromises that can be made in regards to price. For example a nice sign in the Doctors office stating this office maintained by Crowz Cleaning with your phone number. Negotiation is the key, if you can not get the price you want , its always good to exchange services. I do a restaurant, I almost lost the account with an average bid, about the same as the other three competitors, when sitting down for bid review I exchanged the price of $400.00 with the restaurant gift certificates, so now we get a check plus $400.00 in gift certificates every month. I take clients there and say we clean this place.. pay for the dinner with the certificates. I tell them the owner is so happy he gives me a bonus.. and chuckle. I also give them to employees on their birthdays, or when they do a really good job. I really like doing business this way, exchanging. Make a list of whatever you need and then go after the account. Another example we clean a florist shop weekly for 100% exchange Purity receives a $50.00 credit weekly $200.00 a month, I use the flowers for personal use and also whenever there is a new business opening in our area I send them a nice basket, with a letter stating welcome to our neighborhood YOUR IN PURITY TERRITORY. In this letter is also a list of all our services and coupons.
"Remember compromise equals confirmation, and confirmation equals contract"
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Post by Crowz on Jul 8, 2005 11:44:26 GMT -5
Yes Kevin, I did attempt a deal for the offices and her residence.... I took your advice and as I said in my first post, offered her $90.00 a visit plus the sign in her lobby or $120.00 per visit with no sign. BTW it takes 2 people 2 hours to clean her offices above standard clean, so figured at least 2 people 3 hours to get the detail she wants.... that's $15.00 an hour per person, low commercial industry standard for this area @ $20.00 per hour each. I don't think I would ever swap services with her... could you imagine what kind of adjustment or acupuncture we would get? LOLOL! Anyway, John and I are talking over your suggestions about a fleet vehicle from the Ford Dealership if and when we get that contract. We really need a utility van or truck with large shell. Our Astro van is slowly on it's way to vehicle heaven, the wrecking yard. Fixing it would cost more than it is worth. The '78 Chevy Step-side is John's baby and restoration project, so we use it only for carpet cleaning jobs.... unloading and reloading the van got to be a real pain in the behind. The Chevy is all new under the hood & brand new brake system... have spent $6000.00 in the past year alone on her. She is a big hit at car shows like Hot August Nights in Reno, or Route 66 Show 'N Shine here.
Anyway....... if you have any more suggestions on how to get a new/slightly used vehicle without exchanging actual $$$ I would love to hear them! Oh, we will be hanging our 'shingle' in the Toyota dealership we currently service. Great suggestion Kev!
Natalie
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Post by Crowz on Jul 15, 2005 13:38:38 GMT -5
Well, the Chiropractor didn't go for the deal. Figured she wouldn't. I had to send her a certified letter to get her attention, then she didn't even give me the courtesy of a phone call. Had her office manager send a very poorly written email on the 13th terminating services. John delivered the key to her building in person... she was standing there right next to the receptionist and wouldn't even acknowledge him! Made her receptionist take the key! So, as soon as he got home I replied to the email stating that we are requesting all moneys owed be paid immediately. I have gotten no response, and probably never will. They are now 5 days late on one invoice (the deal was we bill via invoice on the 10th & 25th of each month and we were to receive payment for one before the next one was sent) and there are 2 outstanding. There is also an open invoice from the 21st of June that was billed to her personally for the cleaning of 3 areas of carpet at her residence. All totaled $$650.00 is owed us. Now I have to check the laws in this state to find out how long I have to wait until it is considered delinquent before I can send the account to collections. Never again will Crowz do a verbal agreement! In fact, I am going to contact our 2 other customers with with we have a verbal agreement and ask them to do a specifications sheet and service agreement.... sign on the dotted line!
Live and learn I guess......
Natalie
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Post by Kevin on Jul 15, 2005 16:40:31 GMT -5
Natalie, See the collections area in members area, and prepare. Give me a call before you send this to a paid collections agent. I'm pretty good at getting money owed. Normally 30 days are past due. So just a nicely written letter now should suffice, for now. Maybe we should create a deadbeat area to list phone numbers and businesses, instructing all IJCSA members and non members to make a courtesy call on a specific date. I am also very friendly with a bunch of other forums that could help...lol , cell phone calls are free. Could you imagine the look on here face with over five hundred people calling, tying up her business phone lines, just wondering if they intend to pay the Crowz...talk about revenge.com ....lol, maybe a whole bunch of anonymous listings on websites in your area.. too ...lol. For now just a letter. Then well see what happens. I think also your charter offers a resolution service. Before you escalate to that allow me a couple of shots at her.. I will accept the job for free, gladly, (with bells on)  |
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Post by Crowz on Jul 15, 2005 19:39:54 GMT -5
Kevin, I don't know what to say. I am astounded and amazed  . I am so glad we joined IJCSA! Besides joining the local chamber of commerce, this is the BEST BUSINESS MOVE WE HAVE EVER MADE! I accept your offer and am indebted to you! Crowz doesn't have a lot to offer at the moment, but we have a lot of irons in the fire and I have no doubt that within the next year or so will be industry leaders for this area.... thanks to your help! WOW! Tell you what, next time you are in Vegas plan a couple extra days for time in Kingman.... We will lay out the red carpet for you, the full Royal treatment! All the best Kingman has to offer! You get the keys to the '78 to use during your stay, a nice comfy room in our home, golfing at Cerbat Cliffs, Fillet Mignon at Mattina's (the best restaurant in town), a day on any lake you choose where YOU are CAPTAIN of the boat, full access to our ATVs, all the beer you can drink, and anything else we can think of as long as it is legal!!! Looking forward to your response ;D With Admiration & Respect, Natalie & John Crow |
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Post by Kevin on Jul 15, 2005 21:31:01 GMT -5
 Blushing Natalie you have done so much to help this forum moving in the right direction, We all owe you. Hopefully the right intentions will be completed on this womans part before IJCSA gets involved. If not I`ll do everything I can. I promise. I will take you up on a round of golf and some beers though when I'm out there. (dutch treat of course)
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Post by Crowz on Jul 18, 2005 20:06:54 GMT -5
"I will take you up on a round of golf and some beers though when I'm out there. (dutch treat of course)" Kevin, John would never allow 'dutch treat'! He is very persuasive and usually gets his way. Wait, you'll see! We have 2 deals pending on janitorial maintenance agreemants that will bring in about $1000.00 a month, so we just have to get over this hump that the 'back cracker' caused. Things are looking up  Natalie |
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Post by sparkles on Mar 10, 2006 2:48:07 GMT -5
I was late on this story but it was great reading and funny.
I think I may be coming down through Kingman by June 2006. I wouldn't mind stopping and having a cup of coffee with you Natalie. My daughter was just accepted over at Northern Arizona University. Not sure if she's going to accept yet. We're waiting for a couple other replies. We will be going over to the Grand Canyon though. I'll email you of the date. If you are available it would be great. Otherwise I'll see you at one of IJCSA conventions.
Sparkles
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. I am so glad we joined IJCSA! Besides joining the local chamber of commerce, this is the BEST BUSINESS MOVE WE HAVE EVER MADE! I accept your offer and am indebted to you! Crowz doesn't have a lot to offer at the moment, but we have a lot of irons in the fire and I have no doubt that within the next year or so will be industry leaders for this area.... thanks to your help! WOW!
Blushing 
