First 4 star review

[Mark Saiger]

Guy yesterday was Penny pincher who on the phone kept trying to beat up our pricing with our daughter.

Was to be open areas. Told him our MINIMUM is $150 to start in that building. She told him though they average between $150-200 plus tax for that kind of work.

He hung up on her once... But called again a day later.

It was just under $200... One hour cleaning by the time the got set up (add another 40 minutes with set up and tear down... Not the most profitable job.

Come to find out... He just one $10,000 at the local reservation run casino a week ago...

We have a pretty standard message on the phone to our clients about our procedure including how we will price and measure.

Wasn't going to respond, but figured I would to make sure other potential clients see our policy of if you don't like the price, consider it a free estimate and we will move to the next job site.

 

[hogjowl]

You always use a hundred words when just a handful would do.

I would have said “we didn’t twist your arm to buy dude”

 

[Papa John]

Well done @Mark Saiger.

I'm sure your response went through several edits.

 

[Nomad74]

You should go cough in his face

 

[Fat Mike]

You should go cough in his face

That was the best response

 

[Jim Pemberton]

Sometimes a less that stellar review helps build credibility. There are people who can't believe that anyone would only be 5 stars, so at some point it strains credulity for them.

However, it was serious because issues of quoted price changing on the job reeks of "bait and switch", so you needed to respond as clearly as you did.

In the end, this will be a good review experience for you.

We have a local guy who gets a number of "1 star" reviews because of the personal questions he asks women and his insistence on getting a hug at the end of the job...

 

[ruff]

Good response Mark.
Just point out that a 4 star review from a grump, is the equivalent of 7 stars from a normal person

 

[The Great Oz]

I'm changing my tag line to:


Ofer K says....

 

[Old Coastie]

Mark, just write the SOB out of your will and bravely soldier on.

Excellent response, by the way.

 

[Mark Saiger]

Sometimes a less that stellar review helps build credibility. There are people who can't believe that anyone would only be 5 stars, so at some point it strains credulity for them.

However, it was serious because issues of quoted price changing on the job reeks of "bait and switch", so you needed to respond as clearly as you did.

In the end, this will be a good review experience for you.

We have a local guy who gets a number of "1 star" reviews because of the personal questions he asks women and his insistence on getting a hug at the end of the job...

I agree. I didn't get a chance to investigate him more before driving from TN to Minnesota today, but our daughter and son in law did and the guy mainly gives 4 star reviews I am told.

I am good with it and also talking to all on the team.

I just didn't want the Bait and Switch thought going out there. He kind of forced me to write a response

 

[hogjowl]

Forced ... BAHAHAHA

 

[Jim Pemberton]

Saiger" data-source="post: 4691313" class="bbCodeBlock bbCodeBlock--expandable bbCodeBlock--quote js-expandWatch">

I agree. I didn't get a chance to investigate him more before driving from TN to Minnesota today, but our daughter and son in law did and the guy mainly gives 4 star reviews I am told.

I am good with it and also talking to all on the team.

I just didn't want the Bait and Switch thought going out there. He kind of forced me to write a response

Always reply (just don’t react).

You aren’t doing it to change the mind of the complainer, but to make sure everyone else know your side of the story and to show yourself as engaged.

 

[BIG WOOD]

Hey mark, I saw your response and how well your staff told you about the conversation, but do they specifically use the answer to the customer as saying something like "We can give you a range of prices over the phone to help you determine if it fits in your BUDGET before we arrive to give you a specific price"?

That's my response to the price shoppers who call. They want a specific price over the phone, but once they realize that's not feasible, they understand and accept it. I've also found that a $50 range isn't enough to offer over the phone, due to the severeness of some jobs and or a ton of furniture to move around if they aren't prepped to have it cleaned. Just a thought

 

[Mark Saiger]

Hey mark, I saw your response and how well your staff told you about the conversation, but do they specifically use the answer to the customer as saying something like "We can give you a range of prices over the phone to help you determine if it fits in your BUDGET before we arrive to give you a specific price"?

That's my response to the price shoppers who call. They want a specific price over the phone, but once they realize that's not feasible, they understand and accept it. I've also found that a $50 range isn't enough to offer over the phone, due to the severeness of some jobs and or a ton of furniture to move around if they aren't prepped to have it cleaned. Just a thought

Yes we tell them this is a "Guesstimate" based off of the information you are providing but once we arrive we will measure it and give you our firm price. You can accept it or tell us no thanks and go away.

We are not a hard sell and most of the time stay too busy to worry about trying to upsell to get a job and an unhappy client.

This was just a person who from the start wanted to be "in control" and it didn't go his way... And he is not the type of customer we are seeking. We will remember him if he calls for work again and will make sure he understands our pricing (which he should now) or he will find we are booked for over 4 weeks

 

[Hack Attack]

some customers just aren't worth having

got 1 who lives in 1m plus apartment and owns another 2 in same complex. Always asks for 1 room at a time then trys to beat me down from my minimium charge for cash..
I've told him I'm too busy to schedule a single area last 2 times he's called, hopefully dont have to tell him a 3rd

 

[Fat Mike]

some customers just aren't worth having

got 1 who lives in 1m plus apartment and owns another 2 in same complex. Always asks for 1 room at a time then trys to beat me down from my minimium charge for cash..
I've told him I'm too busy to schedule a single area last 2 times he's called, hopefully dont have to tell him a 3rd

With that kind of dough you’d think he would know how to use his time more wisely

 

[Jim Pemberton]

With that kind of dough you’d think he would know how to use his time more wisely

Earned wealth may require intelligence, knowledge, and experience, but wisdom doesn't seem to be a part of the equation in many cases with which I'm familiar.

 

[Cleanworks]

I had someone leave me a 2 star review but it was in Vietnamese. I have no idea who this person was but I responded to the effect that if he or she is a customer, please call me if there is an issue we can resolve. That review appears to have been removed. Probably put their by mistake as I have no record of the name they used.

 

[Andy]

trys to beat me down from my minimium charge for cash..

When people are wanting a discount for using cash they aren't honest. They like to do work under the table.

 

[hogjowl]

You’re a genius

 

[Lee Stockwell]

Earned wealth may require intelligence, knowledge, and experience, but wisdom doesn't seem to be a part of the equation in many cases with which I'm familiar.

True for earned wealth.

Often less so for inherited.