So a little background: I started my PW business after blowing out my lower back some years ago. Can’t sit for long periods, can’t really lift very heavy things. So today I had scheduled a surface cleaning job, but my back was really aching since last evening. It just occasionally happens, can’t help it. So I was hoping a night’s rest would help, it usually does. But not this time. Had to call the customer and reschedule for another day and he wasn’t pleased. Felt awful after the call.
How do you fellas deal wit similar situations - unhappy customers? I really strive to give my customers the best service I can and letting them down is something I obviously don’t want to do.
Some people just aren’t reasonable. I rarely take a sick day, but when I do, 99.8% of my customers are very understanding. I did have one guy (I’ll call him Richard) a couple years ago that had a rather sour reaction, because unbeknownst to me he had taken the day off of work so he could “supervise”. Control freak sort of guy; there was ample opportunity and reason to just let me pick up his house key at the hoa office and do my thing. This wasn’t the first time I had cleaned his windows.
Anyway, you could offer a discount for the inconvenience. But if they’re really unreasonable, it probably won’t help much. Richard had no interest in rescheduling. And I found out from the people at the HOA office that he had a bit of a reputation among the other service people who did work for him.
I have Blown back, like many others here share. I keep my schedule fairly open so I can accommodate weather conditions.
It’s all about communication. If you let the customer know that they may get rescheduled then it doesn’t usually irk them. I will typically confirm to them with a text the night before if I am coming, or if my back is gone warm them it might be another day or so.
Once you let them know of the loose schedule they will tell you if they want it firmed up and why. Then you can decide if you still want them at that point hehe.
Why are you not up front with your customers. Just tell them the truth it’s so much easier to tell them upfront then to try and convince them of your good Intentions
