How do you fire a customer?

[Donwand]

I'm trying to figure out the right way to go about unloading problematic customers (chronic complainers, cheap, and disrespectful). I don't have many and I am pretty tolerant. The way I've gone about it, and not very sucessfully, is to not return phone calls hoping they will just schedule their work with someone else. The last time I tried this the person called 11 times.

 

[Cleanworks]

Raise your prices

 

[PrimaDonna]

Raise your prices

By the nail in the head.

Make the price so high they won't use you or if they do you get PIA pay and its Worth it for you.

 

[cu]

We don't market to them, can't fit them in when they want, or we just say .No thank you. We won't be returning to your home.

 

[Lee Stockwell]

Be careful. It may be you.

 

[hogjowl]

Be careful. It may be you.

My wife has always been a bit controlling. My kids would tell me stories. I was always working, so I never saw it first hand until recently. She's in a wheelchair fiat a time and can't drive, so I've been taking her to the doctor and hair stylist, etc.

I now know why it costs so much to cut her hair.

 

[SamIam]

I'm trying to figure out the right way to go about unloading problematic customers (chronic complainers, cheap, and disrespectful). I don't have many and I am pretty tolerant. The way I've gone about it, and not very sucessfully, is to not return phone calls hoping they will just schedule their work with someone else. The last time I tried this the person called 11 times.

Raising your rates will weed them out, I would never not answer the phone. Your a pro not a hack. Unless you see them on caller ID and decide not to pick up.

Also being honest isn't a bad policy, Ask them why if your so horrible do they continue to call.

I have a few customers who always start out with every spot they now have was there before and took a long time to return, they never vacuum and spill everywhere, but I'm the problem!

I think it's a mechanism in thier mind, start with a negative and they think you'll try harder.

These people are loyal and love you but always complain about something.

 

[Bryan Thomson]

Suggest that since you are unable to satisfy them that you could recommend another cleaning company and say you wish you could have met their expectations and thank them for their business.
This way you are still showing them that you are a professional and this way when the other guy doesn't work out either they may just realize that you are worth keeping and possibly treat you better.
And if not, at least you got rid of them.

 

[encapman]

In years past (before social media) I would quote a very high price! Or I'd tell them that I'm very busy, all booked up, and won't be able to fit them in for a few weeks. But with today's Yelp/Angie's list crowd, it's not so easy to snub anybody. Be careful, your reputation could be adversely affected.

 

[Donwand]

In years past (before social media) I would quote a very high price! Or I'd tell them that I'm very busy, all booked up, and won't be able to fit them in for a few weeks. But with today's Yelp/Angie's list crowd, it's not so easy to snub anybody. Be careful, your reputation could be adversely affected.

Good point! I just need to man up and be brutally honest when they call. Maybe suggest they try a different company.

 

[FB7777]

I'd like a few examples of what you are experiencing as ' cheap, complaining and disrespectful"

Raising their price or pushing them way out on your schedule might work with some people

I'm a pretty straight forward person, so if anyone is disrespectful to me I would immediately call them on it to find the underlying issue

If the complaints involve frequent reservices for cleaning then I would spell out why my price is so high, that I including the cost for the return visit that I am inevitably going to make

Cheap is the easy one, I have competitor coupons in my truck, just hand them one and explain how it works regarding up sells and restrictions.


The bigger picture is, if their payment clears and you made a reasonable profit then suck it up. Most people are great to work for.

It's not like we work 10 hour days in an office for some douche that takes credit for our hard work and shits on us on a daily basis

 

[Kellie Hiler]

I do as mentioned above. I tell them they need to find another cleaner if they are not happy with my services. I educate them as to issues at hand and tell them I have done everything in my power to take care of it and if they can find someone else who will do better please let me know so I can learn from them lol...
It is very rare that it happens though thankfully, and only one of them accepted it and moved on. The others apologized and asked for a second chance, they were much more docile after that!

 

[Willy P]

Kick them in the groin. After telling them to go pound sand in a particular orifice.

 

[Old Coastie]

My wife has always been a bit controlling. My kids would tell me stories. I was always working, so I never saw it first hand until recently. She's in a wheelchair fiat a time and can't drive, so I've been taking her to the doctor and hair stylist, etc.

I now know why it costs so much to cut her hair.

I'm not one to interfere, but I'm going to share the "Secret to Women" with you.

Just feed 'em regular and the rest will work itself out.

There. Now send me $10 for the good advice.

 

[Kellie Hiler]

Lol!!! Feed them what?

 

[Cleanworks]

Lol!!! Feed them what?

Probably crawdads and grits

 

[steve_64]

Not just feed them but cook for them and clean up after.

 

[hogjowl]

Not just feed them but cook for them and clean up after.

Find your balls.
QUICK FIND YOUR BALLS!

 

[Nate The Great]

All I know is when my dishwasher stopped working, a light smack on the back of the head fixed it....

 

[steve_64]

Find your balls.
QUICK FIND YOUR BALlS!

I was single for about 7 years. I like my cooking and I like my place clean. Genny Is reaping the benefits but I think I benefit more if you know what I mean.

 

[Cleanworks]

All I know is when my dishwasher stopped working, a light smack on the back of the head fixed it....

She sure taught you a lesson.

 

[Spurlington]

I think I benefit more if you know what I mean.

That would explain the loss of muscle mass in your right arm.