Walmart VS Target customer types

Sales
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This year out of over 100 houses we’ve had two call backs, I killed some grass and the other was a stain from dirty water that came out of a weep hole and rinsed away over the weekend before I could get there on Monday.

This week we had 4 call backs… one was a window that had a bad seal , second zebra striping on gutters ( oxidized gutters explained to customer before job). Third was concrete splatter on lower siding (doesn’t come off) 4th was a few water spots on windows.

I pride myself on customer service so I spent the day going to 4 different houses to talk with customers and fix issues… mostly just educating and explaining to customers. Then I thought what the heck happened… 4 complaints in 4 days… new soap? New employee? New equipment? No to everything except NEW CUSTOMERS. (Different then our normal customer, ie…location, home value, age…)

A month ago I ran a Facebook ad for a week and I accidentally set the ad to the wrong target location…a location I would not waste $ on marketing. I remember a month ago thinking the ad was doing great, tons of calls and email submissions. This week was all of those jobs scheduled, I had to go back and look at it this evening after I realized this week was all one story houses all under 120k value in a part of town we usually don’t do much work in.

Lesson learned, continue to pursue Target customers…not Walmart

A week of headaches isn’t worth the easy money. I’d rather spend the week washing half million dollar homes of customers who value your service and refer you to their friends.

(I shop at Walmart, but that’s besides the point)

5 Likes
2

I get it, it’s realizing who is buying your service, and catering to a specific profile that suits your business model; reminds me of the window cleaning blueprint book

3

Set expectations at the start

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4

Yes… my point is that through my experience the customers that have invalid complaints are usually lower income.,.sorry if that comes across as rude but that’s my experience so far.

Other point was that because of MY mistake I clogged our schedule with headaches for the week

If we wash 15 houses in a week in 300k plus neighborhood we get nothing but good reviews and referrals. Lower income housing areas we get rude and picky customers.

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5

Every time I have those issues I realize it’s because I didn’t point it out from the start thinking the person has an ounce of common sense. I try now to point everything that won’t clean off

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6

I’m the opposite. I don’t want otr accept high end houses. Small vinyl houses, 30 minute $175 houses when we book residential. In my area, higher the price and bigger the house, pickier the customer

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7

I have the same outcomes. I hardly hear complaints from my average end homes.

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8

I don’t get complaints from anybody… except my wife.

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9

Heard that! Only complaint I’ve gotten this year is a bush is dying. I kinda remember the home and I think I snapped a pic of it already browning when I was there.