Do you occasionally not accept a potential client if they sound difficult on phone?

[ruff]

How frequently and do you, decide not to take on a new client, before you've actually seen the job, just because of how they sound on the phone?

Mostly, I do, if I get that *#@&** gut feeling when on the phone with them. Though it always make me second guess myself. I've had a few clients where I ignored it and they turned out to be great clients. However, mostly when I've ignored my gut feeling, I shouldn't have.

What's your experience?
How do you handle it?

 

[Desk Jockey]

If they are willing to pay our rate, and have realistic expectations of what we are trying to accomplish we will pretty much work for anyone.

Where we usually drop people off and it's their choice is on "Will you guarantee removal?".

We will provide top notch professional workmanship, using some of the industries best cleaning solutions and equipment but no, we don't guarantee removal of anything but soil......sometimes not even soil! (Encapsulation)

We didn't make the spot, we didn't urinate on the carpet, we will do everything within our power to correct the situation, provided you're paying for the effort.

 

[Shane Deubell]

^^^^^ What he said!

Really don't care if they are difficult but try and remember you are entering into someone's weird little world and sometimes just catch someone on a bad day.

 

[EDS]

I take extra care when dealing with someone that I perceive to be a difficult client. It just means more smoozing which eats up a little more time. I used to work at a homeless shelter and a mens halfway house. After that everyone seems to be easy.

Try dealing with someone who is in full blown mania (up for 2 days and has not taken meds) who has barricaded her door so you cant do bed checks. Im good at finding creative solutions.

 

[ruff]

Though I agree in principle and have no argument with all that was said above. I will still stay away from people that sound like trouble.

Am I right always? No.
However, one potential bad apple (yes, that can happen even with people were I do not get the vibes) makes it not worth it for me.

I do wonder though, how frequently do you regret getting that client?

Also, if you do not personally answer your phone, what is the usual procedure that you employ? As most likely you will not be able to follow through with what the initial impression was and how that client turned out to be. As an owner operator that follows it through from beginning to end would.

I pretty much trust my instincts.

 

[Desk Jockey]

We operate in a market that combined is around 200,000. Due to that fact we don't have that luxury of turning many people away purposely.

 

[ruff]

Richard.
I understand the financial implications and neither do I. Just like you, I am in business to make money and I really like all my clients.
However, both financially and long term business reputation wise, is ignoring it really smart?

 

[jcooper]

How frequently and do you, decide not to take on a new client, before you've actually seen the job, just because of how they sound on the phone?

It's not that I won't work for the nutbags, but I will CHANGE our prices...

 

[The Great Oz]

It's not that I won't work for the nutbags, but I will CHANGE our prices...

I tried that once. The combination of run-down house and who cares how much it costs attitude seemed wrong, so I doubled our prices. When I saw that she had scheduled I warned the tech to be alert. It turned out that she didn't care about how much it cost because she was intent on getting the money back by blaming us for pre-existing damage. It cost us more than I charged to get free of her, and she had the nerve to call us again a few months later. At that point I told we couldn't afford to work for her.

I really don't mind a "difficult" customer, one that is picky, or chemically sensitive, or wants to micro-manage the job. I'll gladly let go of a customer that wants us to clean with Oprah's latest have-to product or has unreasonable expectations. Out of respect for our techs, I'll decline work from a potential customer that comes across as a flaming bigot, overly aggressive or foul-mouthed.

 

[ruff]

Yep, that's what I mean. And the one that make all your alarm bells go: ding..ding.. ding...(even if you don't exactly know why).

I've learned to respect my gut feeling.

Had Richard not use as much Habanero, he might have had as well .

 

[Desk Jockey]

Yep, that's what I mean. And the one that make all your alarm bells go: ding..ding.. ding...(even if you don't exactly know why).

I've learned to respect my gut feeling.

Had Richard not use as much Habanero, he might have had as well .

That gut feeling is from the chili dog you had for lunch.

Oz hit on a few that would give me pause as to whether I should risk it. Of course we are in Kansas and not nearly as many fruits and nuts as y'all have out there!

 

[ruff]

Richard, it is going to be extremely difficult, but I am here for you.
If you follow my directions you will re-connect with your long lost feelings!

Step one: No more Habanero.
Step two: Step out of the office and do not look back. Now, clean for an entire week with a portable.....(or hack for Willy.)

Call me once you're done for further instructions. Your wife and children will thank me.

 

[Desk Jockey]

LOL

 

[rwcarpet]

Yes....I turn away the "trouble-sounding" custys. I also, when a custy tells me that "so & so will clean for this price", will tell them to go with that price. I find those custys will nickel and dime ya to death.....they want extras for free. I have actually pulled off a job cause the girl was so wacky, along with her Mother. I packed up everything and she thought I was going to lunch. She was an extreme head case!! And she is actually a Doctor now......I don't know how she made it through med school.