Just had a nice residential job call and cancel. Had to book them over 2 weeks out and in the mean time the maid service offered to shampoo with a Kirby.
Everybody loses.
Everybody loses.
Do you notice more cancellations when you have to book further out?
- Thread starter D Luke
- Start date
Old Coastie
Supportive Member
Shampoo with a Kirby? Isn't that its own punishment?
Mikey P
Administrator
Not really, just don't cancle on them after that long a wait...they get piSSed.
Kellie Hiler
Member
I explain to them that we are a small business, husband and wife team and give each of our customers high quality care, therefor we are booked out. I tell them we are worth the wait! If they really do need it done quickly, I can usually swap my schedule around with a customer who is not in as much of a hurry. Never had any problems with it.
The Great Oz
Member
It's time this industry gets with the rest of the world and starts variable pricing. You want a hotel room on Tuesday in March? $89. The weekend of a big event? $400. As the rooms/airline seats fill up the price goes up.
If you're booked out two weeks your prices might be too low.
Charge more to get moved up on the schedule or the regular price if they wait. At least you'll get paid for bumping other customers and risking losing their business.
I'd be interested to know if anyone's doing this now, as I'm serious about having at least low-season and high-season rates.
If you're booked out two weeks your prices might be too low.
Charge more to get moved up on the schedule or the regular price if they wait. At least you'll get paid for bumping other customers and risking losing their business.
I'd be interested to know if anyone's doing this now, as I'm serious about having at least low-season and high-season rates.
Desk Jockey
Member
We've had callers offering to pay extra to bump people. We usually figure out a way to accommodate them.
No additional charge Mr Gekko I mean Oz!
No additional charge Mr Gekko I mean Oz!
The Great Oz
Member
Hey, I went to the ISSA show and heard Kevin O'Leary talk. (Mr. Wonderful from Shark Tank) Business Is War!
Mikey P
Administrator
Kellie Hiler
Member
The majority of our customers are long term and loyal, The rest are mostly referrals from our loyal customers. We hear it all the time that they were told to expect that we may be booked out, but do a great job. They most often don't even ask for pricing because they trust their friends opinions and care more about the quality. Our prices are fair, we could probably charge a little more and I am slowly raising our prices, but we are not pricing too low.
I have never lost a job from bumping, because we have good relationships with our customers and I am always honest with them and they know that if they ever had an emergency I would do the same for them.
It works well for us.
ruff
Member
I know it is a very different business comparing a large operation to an O/O. And understand the logic of a prime price for prime date (holidays etc.)
Still, I'd be concerned with loss of good will and potentially creating resentment.
Kellie Hiler
Member
I agree, and that is why our customers are so loyal to us, because we are fair and don't take advantage of their need.
Basic supply and demand!! Love it! For me it begins with no advertised prices.. I'm booking on sundays, told the wife extra $75 for a sunday, no push back.. Next year I'm going to push to see where the limit is. For o/o they should take advantage of this more then anyone!
I am too busy (12 jobs last friday), I need to expand or raise my prices.. I need employees so I'm going to raise my prices.. If you don't get any push back your prices are too low.
Desk Jockey
Member
Damn Oz look whutcha done, Keith is implementing the price gouging....I mean "Premium Pricing" already.
You gouge them Richard, I just merely nick them.. For now..
Desk Jockey
Member
LOL
Just remember, you can shear a sheep many times but skin him only once.
Just remember, you can shear a sheep many times but skin him only once.
Mikey P
Administrator
On topic, this time of year alot of people reschedule. . Great to have apartments for filler work!
Both, really.. I only refer to one guy if I'm too busy.
Desk Jockey
Member
Probably a little of both. He could probably do a slight increase and it would go by un-noticed.
I agree just with Keith being here puts him in the top 5 percent in his market.
I agree just with Keith being here puts him in the top 5 percent in his market.
Lot's of blood on your hands?LOL
Just remember, you can shear a sheep many times but skin him only once.
Not sure where I would be if I didn't read ALL the shit you "old folks" have taught me.. I do appreciate it!
Desk Jockey
Member
Thanks???
Buttt I don't feel old.
ruff
Member
I take credit for Keith's staunch love for Liberalism.
Twelve jobs in one day without an employee? I'm a slacker.
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Brian H
Member
I never like to be consistently more than 3 days booked in advance. Any more and we do get a higher cancellation rate. Right now we are booked through Thanksgiving and will overbook the days leading up to it knowing we will have cancels.
We will even create a "phantom crew" route. We take 6-7 jobs that are close to our plant and schedule them all for mid to late afternoon without assigning them to a particular crew. As the cancels happen starting the night before and all the way through the actual day of cleaning, we plug the hole with one of the phantom crew jobs.
We NEVER bump jobs!!! I don't ever want to risk losing a customer that way. Even if the customer agrees to it, there will be that negative moment of truth...
We will even create a "phantom crew" route. We take 6-7 jobs that are close to our plant and schedule them all for mid to late afternoon without assigning them to a particular crew. As the cancels happen starting the night before and all the way through the actual day of cleaning, we plug the hole with one of the phantom crew jobs.
We NEVER bump jobs!!! I don't ever want to risk losing a customer that way. Even if the customer agrees to it, there will be that negative moment of truth...
No, I have one employee two vans.. Need more.. We worked till 7:30
The Great Oz
Member
I'm washing my hair.
No, really, don't people on webinars need to have something worthwhile to say? Not sure how you make a webinar out of lame humor.
Or can I just ask my questions to the audience and get answers? That'd be OK.
Mikey P
Administrator
like you have nothing to teach these people....
Desk Jockey
Member
Well it's got you this far.
ruff
Member
That never stopped Richard. For example: For years he's been giving lectures about work.
