The window cleaning business is a “service” business, but yet most window cleaners have forgotten about the service part of it. And since most window washers don’t implement top notch customer service into the daily running of their business, that’s great news for you, IF you follow the tips below!
Have you ever walked into a store and all the employees seem to run and hide? Have you ever contacted a business just to be put on hold or be talked rudely to by some $5 an hour clerk? Have you ever asked for a business to do something, and they finally get around to it at their convenience instead of at your convenience?
Dumb questions I know. Because we’ve all experienced that.
I write in my manual How to Start Your Own Residential Window Washing Business about this lady who became my customer due to her previous window washer being “unavailable”.
This frustrated customer of a previous window washer would call her window washer repeatedly to see if she could have her windows serviced. She never got a call back, so she ended up calling me from the phone book.
The end result is that I ended up having her as a customer for many years all because of poor customer service given to this customer.
But here’s the kicker of the whole thing…this window washer probably ended up losing thousands of dollars in business to me over the years just from that one mistake. I’ll explain how in a minute, but first let me give you a little background on this individual.
I actually have known about him for quite some time. When I first got into the window washing business, I tried to call him four times just to introduce myself to him.
I never said that I owned a window washing company or gave him any impression that I was a competitor. For all he knew, I could have had a multi-million dollar house that needed a good window cleaning.
Well…he never called me back. I left four messages on his machine (it was always a machine, never a person that answered the phone) and I NEVER received a call back. That just blew my mind.
I saw him washing some windows one day so I finally was able to talk with him. He seemed like a nice guy, but I’d be embarrassed if I treated my customers or prospects with that kind of disrespect.
I made it a point to always answer the phone in person (my business phone line forwarded to my cell phone), so if I was on top of a ladder, I answered the calls. My customers loved it.
But let me get back to my explanation as to why this guy lost a lot of business to me.
Due to his never calling back that customer, she called me, as you already know. She was tickled pink about the job I did, and again…she became my customer for years.
But here’s the best part…her next door neighbor saw me, and with some kind words from my new customer, I got that job (at a high price I might add). PLUS…the next door neighbor owns a screen enclosure business where he encloses swimming pools.
Needless to say, he deals with some clients who have money-the perfect type of person in need of window cleaning services also. So because of this next door neighbor’s complete satisfaction on the job I did for him, I have received numerous referrals from him. Jobs that have made me lots of money. And how did this all start? Poor customer service to just ONE customer by a previous window washer.
Funny how it worked out, huh? Do you think I should tell this guy to get rid of his answering machine? Um…no I don’t think so.
And that situation repeated itself many, many times with other window washers being non-responsive and/or doing a poor job for their customer. Customers will only put up with so much before they’ll move on.
Customer Service is really simple. It consists of:
* Answering the phone in person when someone calls (or at the very least calling them back right away).
* Showing up on time for the estimate-if you’re running late, that could make a difference between you getting the job-or not.
* Calling the customer the night before your scheduled job as a courtesy reminder for them.
* Showing up on time for your scheduled job. If you’re running late, call them.
* Doing an excellent job on their windows.
* Sending a thank you note after the job is completed.
That’s it! Everyone CAN do it, but as I said earlier, very few window washers DO do it. That’s good news though. I’ll take disgruntled customers who are unhappy with their current window washers all day long.
So the moral of the story here is to just treat your customers to outstanding customer service. It doesn’t take much effort or time to do, and will directly affect your bank account in a positive way.
Best Wishes,
Steve
256-546-2446