Firing Mrs. Jones

Discussion in 'Lets talk Business!' started by Monique, Jun 16, 2017.

  1. Monique
    Monique

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    I have seen this discussed a few times before, but have not seen an answer I feel comfortable using. It doesn't happen often at all, but when the technicians or the owner say they won't work for a customer again, how is it handled? The specific customer in question has been given a few chances before, even after our guys said she is a pita. She does not know how we feel about working for her and today called in to get on our schedule. I stretched the truth and told her we were booked out a month because she had mentioned she had to have it done by July first. So we lucked out this time not having to work for her. And I already have the tool for fibbing about availability so my real question is what is your response when the customer says they will wait for your schedule to open up? How do you then direct the conversation to the real reason you will not be coming to service Mrs. Jones? And how can you do this while not earning a bad review?
  2. Desk Jockey
    Desk Jockey

    THE GREAT SANTINI

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    She gets special treatment, special rates with that treatment. The tech's have to take the good with the bad. She's a pain, I get it but that's a lot of people.

    If the majority of your clients were "Pain in the Butt's" the guys wouldn't work?

    Acknowledge she's a pain but they need to go process it. If it were easy, everyone would do it.

    What? Everybody does?

    NEVER MIND! :winky:

    *Don't let them boys run over you. You set them straight who's in charge! :biggrin:
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  3. Chris A
    Chris A

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    The only time we let a customer go is if they call us back every time or cancel last minute regularly. We explain this when we do it and they usually don't understand but we haven't gotten a bad review over it (yet)
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  4. Jimmy L
    Jimmy L

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    Raise her rates so she leaves you.
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  5. Bob Pruitt
    Bob Pruitt

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    Not sure what she is doing but she seems to like you- so like Jimmy said, make the price high enough to change her status.
    Tech's get extra 20 bucks for being nice to her... Very wealthy people are often a pita but I will work for them all day every day because they are paying ...a lot... for us to be patient with them.
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  6. Monique
    Monique

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    Maybe mikey could fill in on what got her to pita status. But I believe it is lots of the last minute cancellations, and call back every time to try and remove something we have already told her is permanent as well as agreeing and understanding the price on the phone but then hassling the guys in person over lowering rates. It is Mikey who has not to service her any longer in the notes, the techs obviously just agree.
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  7. Monique
    Monique

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    It doesn't seem like Mrs. Jones is the understanding type. So what is the actual verbiage you would suggest when firing a customer.
  8. Lee Stockwell
    Lee Stockwell

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    You deserve someone who can meet your expectations. Please give someone else that chance.
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  9. Desk Jockey
    Desk Jockey

    THE GREAT SANTINI

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    I'm not sure if its the best way with the potential Social Media repercussions.

    When I personally last tried to fire a long time client I told he "Mrs Edwards I see from your file that every time we clean for you call back berating everyone from the office staff to the cleaning technicians. Even to the point you question their abilities.

    While we appreciate your business, I don't believe we can please you. I think its in your best interest to find another cleaner to care for your home."

    She denied ever complaining to the staff and said she didn't recall having us back out after every cleaning.

    We continued to clean for her until she passed many years later.
    The risk was small back then. Its no longer the same. I would suggest informing her of the new price increase to push her away.

    Tell her its insurance related increases due to work comp and increased liability. Hell, I'd believe it. :winky:
  10. Bob Pruitt
    Bob Pruitt

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    If she is a Mikey Customer then price may not matter...so I think you just keep being booked and too busy when she calls. and... Suggest a replacement for her that you think would do a good job. I know you need to get your whatever cleaned and since we are over scheduled we suggest whoever.
    Like the movie Psychologist who sent Bob Wiley to see Dr. Leo Marvin in the movie What About Bob.
  11. Nate The Great
    Nate The Great

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    Just be too booked and offer someone else.. We've been asked by the other company if we want them back, Thanks but no thanks...

    Our prices were way higher than our competition so when we do refer someone else they're able to get almost twice there normal rate..


    Sometimes it's best to just "stay booked"...
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  12. Mikey P
    Mikey P

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    She's a living troll.

    A rotten human as I like to call em.

    Cancels often, "oh I just wanted a price today", oh I didn't think it would be that much, I only have this to work with, etc

    Can't be reasoned with..


    I'm positive no other cleaner will deal with her so she keeps coming back to us. Many of the service providers in our leTip group know of her and her reputation.

    I personally can handle her and actually enjoy the challenge, my guys on the other hand, do and can not.
    Last edited: Jun 17, 2017
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  13. Desk Jockey
    Desk Jockey

    THE GREAT SANTINI

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    :eekk:

    Damn! lol
  14. Papa John
    Papa John

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    We recently had 2 such customers that we had to "Spank".
    Both were longtime loyal customers who just needed a little couching and counselling. Our call center told them the truth as to why they were on our
    "Do not Service list". They were shocked and asked for a 2nd review because they thought we had the wrong customer. I contacted them and told them their violation as well as what behavior they had to change if they still wanted to be our client.

    With that understanding we allowed them to book and we serviced them again. They are good customers again.
    Sometimes you just have to tell the customer that you cant afford to have them as a customer and here is why--.

    We are able to do this because there are so many bozos operating in this city.
    I am a firm believer that the worst thing I could do to someone is to force them to deal with our competition. But this only works IF they have received exceptional service from us- which we strive to do.
    I may have to put a 360iBH on every van.
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  15. Old Coastie
    Old Coastie

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    I gave my elves permission to do whatever they needed to please the customer, but also permission to pack up and leave if the customer overstepped decent behavior.

    Reviews be damned.
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  16. Cleanworks
    Cleanworks

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    On one like that, I would request a deposit in advance, non refundable if she cancels.
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  17. Ron K
    Ron K

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    Being busy is best. Especially if you live in a small community. An explainable and eloquent PIA charge does help though if they get by your first line of defense.

    "Mrs Smith we do love our business and clients but we are also in business to provide a living for ourselves and employees and make a profit. In the past we have had concerns about meeting our quality and performance goals with your work orders. This not only affects you but also others on the days of your job and our Technicians complex daily schedule. It is probably in your best interest that we suggest XYZ to meet your cleaning needs."

    "Or we can send Mike out...how about next Tuesday, say around 9am!"

    Forcing your Techs to deal with PIA customers with verifiable history is not professional on "managements part".Grow a pair ...you protect your equipment..why not your staff!
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  18. WillS
    WillS

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    There are people like that. Sometimes they are lonely and enjoy having the company, They will call back for anything. Dealing with her is just apart of the job. I'd make sure to show her the stains that wouldn't come out before leaving, or taking a deposit from someone who's cancelled on us last minute. Call backs cost $$ and loss of another appointment in that slot. One lady we do pet stain treatment always calls back and says we maybe missed a few. These spots always come out and nothing is shown on the black light anymore unlike treated stains. When we go back, we find they are fresh bright green stains. We explain that we can take care of it this time, but these are new.

    I usually remove the real bad pains from the mailing list. Or since the work line is on a cell phone, block the number. That's usually last resort when they don't get no. Maybe have Mikey's charm tell her.
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  19. Mikey P
    Mikey P

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    if I were in town, I would.
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  20. Ron K
    Ron K

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    That was directed at South of the Border not u
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