EMERGENCY!!

[kimmierue]

Ok, I have been working with Real Estate agents to get clients. And one of them referred me to her sister for a cleaning. The woman called me, asked a million questions, and does not want for me to do an estimate but just come out to clean. This family is Indian and I believe this woman wants something for nothing. I'm afraid I am going to tell her an estimate, clean her large home, and then she is not going to pay me what I asked. My policy is usually no contracts with my residential clients, however I think I should get this lady to sign something before I break my back cleaning for her. Oh, and when I explained my policy of first coming out to do an estimate her response was: "We'll See." I would cancel on her, but I really need the money and I don't want to loose the leads from her sister, the agent. Does anyone have any ideas on how I should handle this?

[Grizzly]

Good evening:
If the lady is East Indian, a part of their culture is to negotiate before , during and after to try and get the best price. I might suggest that if you have concerns about getting paid an appropriate amount,or, at all, that you overestimate the job significantly and try to blow her off. Another alternative may be to suggest that you are experiencing significant growth right now and just cannot fit her in, even though you would like to. I gather your main concern is to maintain the relationship with the real estate agent. If worst comes to worst , you may have to decide if you want to regard this job as a loss leader for the work the real estate agent sends your way.

Bill.

[kim]

The first thing that came to mind after reading this is:
How well do you know the real estate agent? Do you have an on going buss. relationship with this real estate agent? Would the agent risk giving a bad referral especially this being her sister. I would hope not.
I would still stick to your policy and not take any chances especially if your gut feeling is telling you something. I hope everything goes the way you want it. GOOD LUCK

[Crowz]

You could make the appointment, go prepared to work, then take a look-see around and ask exactly what she wants done, give her a quote higher than you would if she had a good attitude, then barter a bit but don't go lower than what you really want. Just a suggestion.... if you do it and she doesn't pay, bill her sister, the real estate agent, who referred her.

[Pages Personal Cleaning]

I worked for some people of this culture before. She ask me to give her a quote by phone for weekly cleaning. This was a very large home. After I did the first cleaning she started trying to talk me down on the price and said she had a budget for a certain amount to spend on cleaning each month. (Her husband is a doctor!) This was a few years ago and I really needed the work so I cut my price knowing this house was worth so much more. I cleaned for her for quit awhile and finally couldn't do it any longer for that price. When I told her she said "it doesn't bother me a bit"
Kim. You need to stick to your policies no matter what. I wish I had back then.
Patti

[Roman Cleaning Services]

I'm far from an expert but heres my 2 cents. I would tell her sister, the agent, that she refused to have an estimate done and because of that, you can't take the job. Depending on hew long u've been doing biz with the agent, I'm sure she's aware of your company policy and procedures. If she stops dealing with you because you won't bend rules for her sister, that shows a lack of ethics on her part. If thats the case you're better of without her and her sister.

[kimmierue]

Wow! Thanks everyone for getting back with me so fast! And actually this agent has only referred me to one other job that worked out well, but she is promising a lot more where that came from. She works in an office with other agents I am and hope to do business with as well. It was kinda funny though because in the email where she sent me her sister's information she wrote "GOOD LUCK" at the end in capital letters just like that. LOL I think she might be trying to tell me something.
I am still new and doing estimates is my weakest point. I still get nervous and mess up, so being confronted with expert negotiators might not be the best thing. But, being so new
(and broke!) I don't want to turn any jobs down. But I think you're right, I should stick to my policies and not bend my rules. If I didn't think I was going to get taken advantage of, I wouldn't mind possibly doing an estimate and first clean in the same day. Oh who knows. I think for my peace of mind, I will call and leave this woman a message cancelling. If I let this woman screw me over I will be disgruntled for weeks!

[kimmierue]

Oh...BTW, when I asked her if she had a cleaning lady before her answer was "Yes, but she went away." *giggles*

[jdinstl]

Kim,

What comes to my mind is possibly a "Ma'am, for new customers requiring immediate scheduling, it is our company policy to require 50% non-refundable deposit to be paid beforehand. You can pay this when the walk through for the estimate is completed, and we can schedule your cleaning."

These explanations by the others regarding cultural styles of commerce are excellent!

However, don't forget your instinct kicked in -- that's why "gut feelings" are there. If she's a game player, you can at least minimize your exposure to loss.

Just a thought.

John

[russo]

you are the contractor. you have to set the limits or people WILL walk all over you. decide your policies and write them on paper and that is that. they are your policies now and people have to respect the way you operate your business. if they don't...walk away with pride knowing you have self worth. if you are not making enough money there is nothing wrong w/ getting another part time job or full time job where you work for somebody else. pay your bills anyway you have to but grow your business right.... you will only gain respect in the janitorial world if you demand it and one way you can do that is to TELL people "YOUR PROGRAM". tell them how your company can improve their way of life and sell it w' style.

[russo]

nepotism.... i hate that.

[kimmierue]

Ok, well here's the deal. I called the woman and left a message this evening cancelling. I told her that after further consideration, I just do not feel comfortable doing an estimate and a clean in the same day. I said we are a professional service and it is against our policies. I encouraged her to get in touch with me to schedule a free consultation if she's still interested. I do not expect to hear from her. I thought about telling her that on our first time cleans, without first doing an estimate, we require a cash only payment with a 50% deposit due before services begin. But no, I just cancelled. And, I did the right thing too because after I left the message I got a call and an email from new clients and have an estimate tomorrow!! It's a sign I did the right thing. Thanks so much for all the help. You guys are great, I hope to be of some help to you as well.

[russo]

kimmierue: you should change that company policy of not doing bids and cleans on the same day. you need to be ready to do any clean on the same day or you are not maximizing your income as much as you could be. as all you have to do is get a cleaning kit and a vacuum and have it ready to go. you should know or have at least a general template process for doing any job type already so there is nothing stopping you from doing a bid and a job in the same day. unless you have a "CRAZY" cleaning schedule now- be ready to rock and roll ALL THE TIME. (by not being ready to do that job you lost $$) this is just MY opinion.

[kimmierue]

rclllc,
I think you misunderstood my posts. I "do" clean on the same day I bid, but just not for people I do not think are going to pay me properly. I had a feeling this lady was going to screw me over - she obviously had the impression that it was not necessary to get my price first because she was not going to pay it anyways. The message I left her was more of a nicer way of saying "I don't feel like getting screwed."

[russo]

oh i'm sorry. i did misunderstand you.