At what point do you fire a customer?

[Papa John]

This guy has rescheduled the same work order 5 times!
The last time we actually served him was in 2013.
Do i keep taking this abuse just to avoid a bad review or do I fire the flake?

 

[Lee Stockwell]

What's a bad review?

 

[Papa John]

What's a bad review?

If he gets upset about being fired.

 

[KevinD]

I wouldn't have given him the chance to get to 3

 

[Lee Stockwell]

If he gets upset about being fired.

I won't be blackmailed.

 

[Bob Pruitt]

Get a deposit if you want to try and keep him. or- Yes fire him by being too busy every time he calls.
The other thread - Answer your own phone/cell until you get that problem figured out.

 

[Cleanworks]

Reschedule him for next month and raise the price

 

[Askal]

Yup. It's a time and materials thing. He takes more time he has to pay more. A lot more. At least double. Hi Mr. X sure we can do that for you in a few weeks. Let's go over the cost because we have had a price increase.

 

[Bob Haskins]

If they try and reschedule a third time I fire them. Only done it once. PRetty ridiculous

I mean my Rotovac CFX is pretty light but I dont appreciate having to pack it up for no reason

 

[Papa John]

He Apologized for his flakiness and was humble about it. He said he has a volatile work schedule. I told him I understand and let's try the spontaneous option--Gave him my cell number and told him text me for same day service. Maybe we can make it work.

 

[Cleanworks]

He Apologized for his flakiness and was humble about it. He said he has a volatile work schedule. I told him I understand and let's try the spontaneous option--Gave him my cell number and told him text me for same day service. Maybe we can make it work.

Wimp

 

[Papa John]

Wimp

He was humble and remorseful, so I compromised and gave him a "bootie call" type option. Haha
If it fills a gap in my day, it's a win/win for both of us.

 

[Cleanworks]

He was humble and remorseful, so I compromised and gave him a "bootie call" type option. Haha
If it fills a gap in my day, it's a win/win for both of us.

He will call at the most inconvenient time. People like that have to realize that it is costing you money to reschedule that many times. I get it he's busy but so are we all. If he can't find the time and stick to it, I would say forget it. On those ones, I would take a visa deposit upfront to be deducted from the final bill. If he doesn't make it, you keep the deposit. I guaranty you, if you do that, he will keep the next appointment.

 

[icleancarpetz]

Maybe Things might be financially challenging and He might not have the money but still needs carpet cleaning?

Leave it alone. You did good by giving him your cell, etc. he will not have a problem with referring you and that alone will make up for it.

 

[Old Coastie]

Carry your pipe and a fishing rod in the van.

Learn to enjoy a little time off, for Crying out loud, or you will die young, tired and regretful.

 

[Papa John]

Carry your pipe and a fishing rod in the van.

Learn to enjoy a little time off, for Crying out loud, or you will die young, tired and regretful.

I leave for Thailand and China next week.

 

[Jim Pemberton]

I'm glad you worked it out.

My rule with firing customers is much like firing employees. Once I think I need to fire them, it means I eventually will. After that its just a matter of doing at a time that suits me.

 

[steve_64]

He Apologized for his flakiness and was humble about it. He said he has a volatile work schedule. I told him I understand and let's try the spontaneous option--Gave him my cell number and told him text me for same day service. Maybe we can make it work.

Good job!

If they keep calling I try to be accommodating. Much of my work is same day bookings. And some by wealthy and appreciative people. Nothing like getting a call to get the adrenaline going.

Only if and when they become rude do I stop caring and tell them no.

 

[Cleanworks]

I rarely do same day bookings. They usually turn out to be flakes.

 

[Ron K]

Good job!

If they keep calling I try to be accommodating. Much of my work is same day bookings. And some by wealthy and appreciative people. Nothing like getting a call to get the adrenaline going.
Only if and when they become rude do I stop caring and tell them no.

Same day booking is rude!
Do the best you can to accommodate, Charge more for "YOUR" inconveiniance, and try to educate them. DO YOU REALLY THINK THEY'LL BE BACK NEXT TIME IF YOU ARE BUSY???????????????????? and you say no?!?? There is a busy Window Washer around here that is ONE YEAR OUT I repeat ONE YEAR OUT.
In your 6 month Post card do you mention preferred Appointments are Two Weeks out now that it is the busy season.
IT SHOULD ALWAYS BE YOUR BUSY SEASON!
I tell people who call me that I CAN'T ACCOMMODATE TO BE VERY WARY OF CLEANERS SITTING AROUND WAITING FOR THE PHONE TO RING. WHY AREN'T THEY BUSY. IT MUST BE THEY ARE not VERY VERY GOOD!

"the last guy I used is out of business"

WHY?

Keep it up you'll be next!

 

[steve_64]

I rarely do same day bookings. They usually turn out to be flakes.

Not my experience.

 

[steve_64]

Same day booking is rude!
Do the best you can to accommodate, Charge more for "YOUR" inconveiniance, and try to educate them. DO YOU REALLY THINK THEY'LL BE BACK NEXT TIME IF YOU ARE BUSY???????????????????? and you say no?!?? There is a busy Window Washer around here that is ONE YEAR OUT I repeat ONE YEAR OUT.
In your 6 month Post card do you mention preferred Appointments are Two Weeks out now that it is the busy season.
IT SHOULD ALWAYS BE YOUR BUSY SEASON!
I tell people who call me that I CAN'T ACCOMMODATE TO BE VERY WARY OF CLEANERS SITTING AROUND WAITING FOR THE PHONE TO RING. WHY AREN'T THEY BUSY. IT MUST BE THEY ARE not VERY VERY GOOD!

"the last guy I used is out of business"

WHY?

Keep it up you'll be next!

I would never tell a customer someone must not be good if they can squeeze you in.

Genny and I have joked about what people must be thinking when they call and want me there right now. But I have a lot of flexibility the way I operate and it's been good for me.

Hopefully when I have an " emergency" I will find someone who can help me too.

 

[Dolly Llama]

Much of my work is same day bookings.

that would drive me nutz .
I much prefer to work a known/scheduled 10-12 hour ballbuster day than to think I'll be done around 3 and by 4, still have 2 hours to go

If not an emergency like WD
or the dog diarrhea explosion and the like....

nothing is so urgent they can't wait at least a day

..L.T.A.

 

[steve_64]

that would drive me nutz .
I much prefer to work a known/scheduled 10-12 hour ballbuster day than to think I'll be done around 3 and by 4, still have 2 hours to go

If not an emergency like WD
or the dog diarrhea explosion and the like....

nothing is so urgent they can't wait at least a day

..L.T.A.

Lots of the furniture is coming tomorrow calls.

It's usually the ones who book 2 weeks early that flake on me.

 

[Dolly Llama]

Lots of the furniture is coming tomorrow calls.

and like they didn't know it a day or five before

..L.T.A.

 

[steve_64]

and like they didn't know it a day or five before

..L.T.A.

I agree. But I'll take the job if I can work it in which I usually can.

 

[steve_64]

Lady called yesterday a referral has a tenant moving in Wednesday small job one room and dog pee. Very apologetic and appreciative I can do it Monday.

At the end she says her friend has a 4000 sqft home that needs cleaning too. May not happen but I like helping people anyway.

The referral is from a realtor who we have done some high cost jobs for.

 

[Mikey P]

Same day booking is rude!
Do the best you can to accommodate, Charge more for "YOUR" inconveiniance, and try to educate them. DO YOU REALLY THINK THEY'LL BE BACK NEXT TIME IF YOU ARE BUSY???????????????????? and you say no?!?? There is a busy Window Washer around here that is ONE YEAR OUT I repeat ONE YEAR OUT.
In your 6 month Post card do you mention preferred Appointments are Two Weeks out now that it is the busy season.
IT SHOULD ALWAYS BE YOUR BUSY SEASON!
I tell people who call me that I CAN'T ACCOMMODATE TO BE VERY WARY OF CLEANERS SITTING AROUND WAITING FOR THE PHONE TO RING. WHY AREN'T THEY BUSY. IT MUST BE THEY ARE not VERY VERY GOOD!

"the last guy I used is out of business"

WHY?

Keep it up you'll be next!

How do you sleep at night, poor planers need fresh clean carpets too..

 

[Cleanworks]

People who call me at the last minute are usually renters who are shocked that the landlord wants them to clean the carpets after moving. They often call me back after booking an appointment to tell me they have someone cheaper. Yes, I do emergency calls but when someone calls and asks if I am available right now, red flags go up. As if I have a truck circling the neighborhood, just waiting for that call.

 

[Papa John]

It is still our choice to take last minute bookings or not. If it works to our benefit as well then its a Win-Win.
We might have a gap in our day because sometimes we finish early or a customer might forget about their appointment or didn't save us parking.