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Setting customer expectations.

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Setting customer expectations.

Post by Freemind1 on Mon Jun 19, 2017 10:12 pm

I'm sure most of you guys set customer expectations when you are talking to them on the estimate.

However, with window cleaning, people just don't really want to hear about it. It's like, as soon as you start talking about method, things that happen to glass, or what situation may call for something "extra" to cure it, their eyes glaze over in the back of their heads.

I'm thinking that in order to get "education" for clients, I need to make up some sort of sheet, or a few pages, explaining what certain conditions their windows may have, what it takes to fix it (IF it can be fixed), in an attempt to head off any ideas they may have preconceived in their minds.

I don't run into issues with this often, but it does occasionally happen.

Thoughts?

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Re: Setting customer expectations.

Post by milspec6 on Tue Jun 20, 2017 12:53 am

Sounds like the ideal topic for informational videos on your website to me.
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Re: Setting customer expectations.

Post by Freemind1 on Tue Jun 20, 2017 5:03 am

True, but I don't think I could get that video to be 2 minutes or less.

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Re: Setting customer expectations.

Post by dp1 on Tue Jun 20, 2017 9:35 am

I would make a list of disclaimers on the bottom of your invoice, listing all of possible pre-existing conditions, all of the risks that may arise from your cleaning that you can't be responsible of, etc.
I do that on my invoice, from "cleaning white and off white fabrics is done at customer's risks" to "not responsible of seams that can get unravel" to "not responsible of removing stains".
The problem with metropolitan areas is there are a lot of shady contractors that don't do proper installation.
Now if I see customers with red flags all over, I make sure I point them to those "disclaimers" and make sure they read them before signing the work order.
Oh, I also provide blank areas on top of those disclaimers for technician's to write any other issues that might arise that are not listed in the disclaimers.
Can you tell that I live in California ? Lol.
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Re: Setting customer expectations.

Post by Matt; My carpet cleaner on Tue Jun 20, 2017 10:37 am

I'm a carpet cleaner.
If you need a carpet cleanist....

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Who's your carpet cleaner?
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Re: Setting customer expectations.

Post by milspec6 on Tue Jun 20, 2017 11:11 am

I am not sure if disclaimers would save you legally. We are probably all familiar with the laundry mat disclaimer of "Not responsible for any / all damages" and that never survived the legal system.

This is where that silly iicrc certification comes in handy. If you followed the ANSI standard, you are covered.
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Re: Setting customer expectations.

Post by milspec6 on Tue Jun 20, 2017 11:14 am

Getting everything into a 2 minute video would be difficult, but I think you could do it by no dialogue, just showing the details in action shots.
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Re: Setting customer expectations.

Post by dp1 on Tue Jun 20, 2017 11:44 am

I'm not a lawyer by any means, so you don't think my disclaimer will stand in court even with the first signature of work order states "I acknowledged and agreed to the disclaimer" or something along that line ( I don't remember exactly how it says and it's too damn hot outside to go and check my invoices ) Razz
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Re: Setting customer expectations.

Post by Mo on Tue Jun 20, 2017 4:01 pm

Good idea Rob. It could be a still picture of the problem window with a paragraph of the solution or fix to that problem.

"Too hot to go outside" Very Happy Very Happy Very Happy

I was out in Cali a couple of weeks ago and it didn't get past 70 and the evening was cold. It actually rained one od those days
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Re: Setting customer expectations.

Post by dp1 on Tue Jun 20, 2017 4:25 pm

You were out here and didn't even call / text me ?? You should be punished for that kind of behavior Mad
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Re: Setting customer expectations.

Post by Freemind1 on Tue Jun 20, 2017 8:56 pm

I use QuickBooks for invoicing. I don't think I really want to add anything there. I really think a leaflet type thing when I do an estimate would really fit best. I can see doing a video to have on the site, but I don't think most people will really care about watching something about 10 minutes long.

I appreciate the input though.

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Re: Setting customer expectations.

Post by milspec6 on Tue Jun 20, 2017 10:14 pm

Those same people that will not watch a video will not read a leaflet either. I don't have any great ideas short of starting a youtube channel where you cover these issues. It will not reach everyone, but maybe you can direct your customers to it when they schedule?
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Re: Setting customer expectations.

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