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A Commercial Window Cleaning Question

Hello Steve!

It's nice to talk to you again. I haven't been in contact with you for a while, I hope that everything is going good in your life.

I also wanted to take this opportunity to thank you for everything you've given me. I appreciate having a model to follow in order to be successful. Though I still need to go a long way in order to develop the "business mindset."

I have a question regarding a commercial customer I have, his name is Darin. He manages a restaurant. When he initially hired me, he said that his last window cleaner 'came whenever he felt like it', and Darin said that he didn't want to operate that way. So he asked me to clean his windows every two months. I gave him a price, on the basis that it was that regular. My price was $142.50.

He did a couple things that didn't strike me as reasonable.

First, I cleaned them initally and he was happy. When I called back in two months to "make an appointment", so that i wasn't like his former window cleaner, he put me off for an extra 2 or 3 weeks. so i did the windows again.

Second, when 2 more months went by, the job just didn't materialize again, and I found out after contacting him later that he had given the window cleaning job to his Boss's son. Now his Boss' son is back in college, so NOW he wants me to continue the job.

So I am thinking that I should get a contract with him now. I don't want to give him a discounted price due to it being a regular job, only to have HIM pick and choose when I come despite the fact he told me he wants me to schedule ahead of time.

I think I also need to be careful not to be too forceful with him.

Do you think that is a good idea? How would you approach this situation?

Thank you very much for your consideration,

Thomas
Fraserview Window Cleaning

Response:

Hi Tom,

Good morning and it's good to hear from you. Thank you very much for your comments. I appreciate them for sure.

As far as this commercial customer, I would use a contract with him. He's proven that he really can't be dependable in terms of honoring a verbal commitment for a window cleaning every 2 months. So he can sign a yearly contract for an "every 2 month" cleaning at $142.50 or he can go with no contract with the assumption being that maybe the job will be every 2 months or maybe it won't. But with no contract, the price would be slightly higher. The higher price can be what you initially priced the job at without taking into consideration the frequency period.

Getting him to agree to a contract (or the higher price with no contract) may be a challenge. It seems like he wants his cake and be able to eat it to. In other words, it appears he likes the flexibility of having you come by whenever he wants you to (or not as in the case of the boss' son doing the windows) while taking advantage of the lower pricing which was intended to be for regular 2 month work.

I understand about not coming across too forceful. But I think it needs to be done. I mean what other option is there? I wouldn't go back to the initial agreement of 142.50 for the "promise" of work every other month. He already broke that agreement. So you have to protect your interests.

I would say something like this: "Darin I'd be glad to clean your windows for you again. Just to let you know though, my company now asks our customers to sign contracts if they would look to take advantage of our lower pricing for regular window cleanings. This is a win-win which provides you the absolute best price, but also guarantees that we'll come be every 2 months to clean your windows. The other option is to go with no contract, but the pricing is slightly higher. This does provide you more flexibility though where you can use our services at your convenience whether it be every 2 months, every 3 months, etc."

I think this comes across good. Not too forceful. If said correctly, it should work. Of course some customers are bent on securing a win-lose (a win for them and a lose for you) situation which is the wrong approach. I'll really never understand the mentality behind this thought process. So w/o knowing darin, I don't know which way he'll go.

I hope this helps a little bit at least. Take care for now and have a great day. Talk to you soon.

Regards,

Steve

Note to all readers: I wrote a newsletter not too long ago about commercial window cleaning. If you're interesting in reading it, it's located here.