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Post by genieclean on Feb 6, 2006 16:47:55 GMT -5
I have a weekly client I have had for three years I have been very patient with health issue cancellations at the last minute months being gone while shes on vacation etc. I gave her a bid due to the drive and the amount of dogs and square footage of the house at 80.00 did a initial walk through going over every room step by step so we were on the same page. Wrote everything out for her. A year ago she started adding extra money into the weekly checks . I told her this was not necessary and would leave the difference for her. It didn't stop she continues to add the extra and I dont mind doing extra little things for her if I have the time. Some weeks she is my only client that day others she is not. To make a long story short she had tiling put in throughout the house was suppose to be a 4 day job I told her it would be longer but to keep me posted so I could know what was going on with my schedule for over a month I got calls the night before at 9 pm that he wasn't done I couldn't come. Messages were left for me pertaining to the mess I would have to clean up after the tile guy. I informed her I didn't have the time to clean up the mess he leaves behind. She called Friday to say he wasn't done asked if she could schedule me for Monday so the house was ready for me to clean. I showed up to clean there was a little dust not bad anote was left instructing me to wipe down the walls and do all my other cleaning as well as make her bed and clean the bedding. Its a log home the walls are impossible to wipe let alone vacuum not to mention as is it takes three hours to clean her house. There was no extra money set in for the extra labor in time. I gave her four hours and did what I could but I don't feel that the extras shes wants are my job since they don't fall into the initial walk through agreement nor was I ever talked to she just assumes shes my number client that all my time is devoted to her. I like her alot but shes causing me a great deal in lost income and time. I'm not sure what I am asking for I just need advice on how to deal with her.  |
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Post by Kevin on Feb 6, 2006 18:44:39 GMT -5
Well, tough call being one of your only clients. First congrats on your first post, even though it seems your blowing off steam, and not saying "hey I'm from".. This is what I believe to be a major problem with residential cleaning not only in your neck of the woods, but Worldwide.
Do not think you are the only one being taken advantage of, because your not. It starts with firm guidelines from the beginning. If you constantly agree to do extra work without asking for the extra pay. You are training your customer not to pay proper wages. So when you ask they get mad, fire you, and the terror continues with the next service.
I think you should be bold yet polite stating what you feel the extra work is worth. First this time though I want you to grit your teeth and take the loss... but spend an hour or two on the computer making up a list of your services that you perform and what you charge. Example inside of fridge cleaning $25.00, also on this menu of your services include a fee for re-schedule $15.00. Walk in there next time and boast to this woman how busy you have become... BS her about those days you didn`t clean for her last time you were doing some other cleaning for another customer, and that customer suggested you make a list of services.
Third inform her that dust on the cabin was hard work, so to keep everything fair from now on you created a list of the extras and the price.
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Post by Pages Personal Cleaning on Feb 6, 2006 18:55:18 GMT -5
Kevin
That is exactly what I did a long time ago. I made up a list of extra services and our fees and passed them out to all the clients, and guess what, they quit leaving notes for extra services. Its true that if you start doing the extra things and don't charge, they just keep expecting it.
Patti
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Post by Kevin on Feb 6, 2006 19:14:52 GMT -5
Its all about getting what your worth, and keeping well trained customers.Ill bet You will also get add on sales with this process, if you make an in-depth list. Who has a list to post? www.purityservice.com/pages/15/index.htm |
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Post by genieclean on Feb 6, 2006 20:22:01 GMT -5
Sorry yes I was blowing off steam. My name is Gene Im from northern virginia I have had my business for four years and am busy very busy I just keep my schedule light for my family and my kids. Unfortunately this lady thinks that my free times is hers. I have sat here and come up with a list. Now to just find my back bone to enforce it maybe I can find one online...Thank you all very listening and the advice..
G
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Post by Kevin on Feb 6, 2006 20:26:40 GMT -5
Your more than welcome  Just promise to come back when I blow off a little steam...lol you will feel it when the earth starts shaking a bit. When I get mad....this is my #1 source for venting. |
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Post by Crowz on Feb 7, 2006 0:02:27 GMT -5
Sorry yes I was blowing off steam. My name is Gene Im from northern Virginia I have had my business for four years and am busy very busy I just keep my schedule light for my family and my kids. Unfortunately this lady thinks that my free times is hers. I have sat here and come up with a list. Now to just find my back bone to enforce it maybe I can find one online...Thank you all very listening and the advice.. G Hey G! Welcome to the Forum/Boards! Read some of my posts... I blow quite a bit of steam off here myself! This is a good place for it too. While reading some of Kevin's posts I swear I can see his face turning all shades of red, veins popping on his forehead, hair standing on end, smoke coming out of his ears..... LOLOLOL! You know I love ya Kevin! Don't feel bad about it G ;D Just keep posting! I have had clients like you describe. Have one currently who agreed to a list of tasks then started adding... I told her that we have a client after her and have no time, but would wash and oil all her cabinets on another day at an extra price. She agreed. Now she is getting sneaky.... followed my employee into the back bathroom while I was cleaning the kitchen and told her to do some tasks that were not outlined. When Leora told her she needed to check with me first, the woman told her that I said it was OK. I thought Leora was dragging butt that day and was ready to chew her out as we were leaving.... until she told me what had happened. She said she tried to get my attention just afterward, but I was totally focused and didn't notice. We were half an hour late to the next job. Not good. The client is out of town at this time and her aunt is house/babysitting. The aunt is soooo much cleaner and easy going..... Anyway, we will have a nice talk when she gets back from Phoenix!  |
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Post by genieclean on Feb 7, 2006 5:45:08 GMT -5
I am here to listen I am just happy I found you all so many things I have read on here just in the last month have helped me improve my services to better serve my customers. Thanks again.
g
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gailm
Junior Forum Member
[M:-30]
Posts: 65
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Post by gailm on Feb 18, 2006 18:27:22 GMT -5
Anyone that has a cleaning business, any type of cleaning business, has run into this one!
People are always going to want more and are not shy about asking. Some will ask just to see how much they can get for "free".
Resolution: Run a professional business with a Service Agreement, Rate Sheet and use professional business forms. Once they ask and you refer to your Rate Sheet, they'll either pay or won't ask again. Warning: you might get a few than cancel, but do you really want them anyway?
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Just promise to come back when I blow off a little steam...lol you will feel it when the earth starts shaking a bit. When I get mad....this is my #1 source for venting.
