We had been doing some ads in local newspaper. Its not bringing in my targeted high end homes but I covered all of my costs and then some. It is mainly helping me with branding. We had been getting some of the nicer working class homes - that want a lot for little money, but if you make the sale they want everything perfect.(no moss/lichen on roof) I did house, explained how moss would wash after several weeks, and no I would not use a hose to rinse etc., he gave me credit card and then charge back a few weeks later. I think his wife gave him a hard time. I just got this email. (There was alot of tree cover and a lot of moss.) Our method works.
"Back in July, you washed the roof and gutters at my property at XXXXXX Rd. At that time, I felt that the job was incomplete and that the job was not worthy of $950.00, which I charged back on my credit card as I stated that I would.
At this present time, the moss and mold that was on the roof has pretty much disappeared, as you said it would. You did come back and cleared the gutters of the debris as you stated.
Because of this situation, I do in fact owe the full amount of $950.00 to your business. Please let me know how you would like me to pay. You can either resubmit the charge to my credit card, or I can send a check. Please let me know your preference and I am sorry that there was this misunderstanding. Please feel free to call me at XXXXXXXX if you need to speak to me directly."
Michael Derose said
Oct 6, 2014
You should add an additional 100 for your time and expenses.
AC Lockyer said
Oct 6, 2014
Tim,
Just add them to the NO list collect your money by bank draft or money order. Then move on. People who do charge backs as a first line of offence without discussion are scum in my opinion.
AC
John Aloisio said
Oct 6, 2014
Charge them 2-1/2 months interest and then send them a letter voiding their warranty for non payment in terms discussed.
Jesse Bracken said
Oct 7, 2014
I'd take the high road on this one, you can build a good relationship from this.Charge the 950, let them keep their warranty. Rather than charge them interest or anything like that ask them to become an advocate of your business. Maybe place a longer term yard sign. His email is a good one. Ask him to 're write something so you can use it as a review/testimonial. He knows now that you know what you are a knowledgeable professional and you were 100% correct with your projection of moss falling off.
My thoughts anyway.
Bob Riddick said
Oct 7, 2014
What kind of referrals would you get from this customer? If they're all going to treat you as he did, then you might be better off with the "Jersey route".
Jesse Bracken said
Oct 7, 2014
You might be right. But he did apologize and admit he was wrong. I'm too new and hungry I guess. Lol
Doug Rucker said
Oct 7, 2014
What does he mean by "as he stated he would" Did he say he would do this prior to to work if he was not happy?
Tim Teed said
Oct 7, 2014
I reviewed everything with him after job complete. He wanted to check with his wife before he paid. I said we guarantee results... wait up to 6 - 8 weeks etc. We are a service business and will give you good results .... He gave me credit card and then next day or so he was asking me to come and brush/rinse the dead moss. I said no. I think he got badgered by his wife. Probably she said "you paid how much and it still looks like this?
Chad Eneix said
Oct 7, 2014
Personally, I think this is bound to happen once in a while. Luckily, it's rare. I think Jesse is right on this one. Try to turn it in to a positive. You are always going to run in to a few difficult customers, and this guy was pretty easy as far as difficult customers go. Tell him you'll come do his gutters for free if you can feature his testimonial on your website, or even better, do a video testimonial.
I actually prefer dealing with homeowners as opposed to commercial and industrial clients for this reason. On the residential side, you show up, they probably already want your service, you tell them what you will do and how much it will cost, then they say yes or no. You then send your crew to clean and bill them. Occasionally you have a "go back." Maybe once every 3 or 4 years you have someone who is unhappy enough they try to get out of paying and you eat $1000. Usually you don't, as in this case. Pretty simple.
Commercial clients on the other hand can be a pain. They call, and you go and do a demo and put in a bid. Sometimes they need the bid modified, or the project changes, and you need to go back and look at something else for them, or do another demo. Then you need to fill out vendor approval paperwork, and send and additional insured cert. of insurance. You schedule 2-3 crews and maybe a special piece of equipment. Then they tell you the time schedule has changed. And they have a 90 day net pay policy. Nd you have to call them twice to get the PO number. Also, sometimes they need this all to happen RIGHT NOW. It's easy to have days of your time in before you even do the work. Then, if you have a "go back" on one of these jobs, you are really screwed. Pretty easy to end up eating way more than $1000 if your not really careful. The good news is they always pay, because they understand what a contract means. They almost always end up happy in the end, it just takes A LOT more effort.
Often, when dealing with a difficult commercial client, I wonder if I would have been better off just trying to score 6-8 more residential clients instead. Of course, when all goes smoothly and you cash a big check...
Sorry for ranting, but my point is, I wouldn't sweat the very occasional difficult customer. The best thing about SoftWashing, in my opinion, is that the results usually far exceed the customers expectations. They pay happily, and often tell their neighbors.
Brandon Vaughn said
Oct 8, 2014
I'm with Jesse on this one. He at least had the decency to write you on his own accord. That takes a big slice of humble pie in my opinion. Tell him he owes you a testimonial letter and make him a point of reference. If you run into this problem again, you'll have a great (positive) story to share.
John Aloisio said
Oct 8, 2014
If he did not think it was worth the whole amount, why didn't he have the decency to pay at least half. Then he could have paid the balance when it came off. Just a poor excuse from a home owner. I have had HO ask me about the moss, even after I explains it to them three times during the estimate. I tell them that they will pay and I will put it in writing that it will come off, and if it doesn't I will issue them a full refund. Typically they just say okay and don't worry about putting it in writing, if you are that confident.
just send me the guys info and I will get the interest, plus my twenty percent juice.
We had been doing some ads in local newspaper. Its not bringing in my targeted high end homes but I covered all of my costs and then some. It is mainly helping me with branding. We had been getting some of the nicer working class homes - that want a lot for little money, but if you make the sale they want everything perfect.(no moss/lichen on roof) I did house, explained how moss would wash after several weeks, and no I would not use a hose to rinse etc., he gave me credit card and then charge back a few weeks later. I think his wife gave him a hard time. I just got this email. (There was alot of tree cover and a lot of moss.) Our method works.
Just add them to the NO list collect your money by bank draft or money order. Then move on. People who do charge backs as a first line of offence without discussion are scum in my opinion.
AC
Charge them 2-1/2 months interest and then send them a letter voiding their warranty for non payment in terms discussed.
My thoughts anyway.
What kind of referrals would you get from this customer? If they're all going to treat you as he did, then you might be better off with the "Jersey route".
I reviewed everything with him after job complete. He wanted to check with his wife before he paid. I said we guarantee results... wait up to 6 - 8 weeks etc. We are a service business and will give you good results .... He gave me credit card and then next day or so he was asking me to come and brush/rinse the dead moss. I said no. I think he got badgered by his wife. Probably she said "you paid how much and it still looks like this?
I actually prefer dealing with homeowners as opposed to commercial and industrial clients for this reason. On the residential side, you show up, they probably already want your service, you tell them what you will do and how much it will cost, then they say yes or no. You then send your crew to clean and bill them. Occasionally you have a "go back." Maybe once every 3 or 4 years you have someone who is unhappy enough they try to get out of paying and you eat $1000. Usually you don't, as in this case. Pretty simple.
Commercial clients on the other hand can be a pain. They call, and you go and do a demo and put in a bid. Sometimes they need the bid modified, or the project changes, and you need to go back and look at something else for them, or do another demo. Then you need to fill out vendor approval paperwork, and send and additional insured cert. of insurance. You schedule 2-3 crews and maybe a special piece of equipment. Then they tell you the time schedule has changed. And they have a 90 day net pay policy. Nd you have to call them twice to get the PO number. Also, sometimes they need this all to happen RIGHT NOW. It's easy to have days of your time in before you even do the work. Then, if you have a "go back" on one of these jobs, you are really screwed. Pretty easy to end up eating way more than $1000 if your not really careful. The good news is they always pay, because they understand what a contract means. They almost always end up happy in the end, it just takes A LOT more effort.
Often, when dealing with a difficult commercial client, I wonder if I would have been better off just trying to score 6-8 more residential clients instead. Of course, when all goes smoothly and you cash a big check...
Sorry for ranting, but my point is, I wouldn't sweat the very occasional difficult customer. The best thing about SoftWashing, in my opinion, is that the results usually far exceed the customers expectations. They pay happily, and often tell their neighbors.
I'm with Jesse on this one. He at least had the decency to write you on his own accord. That takes a big slice of humble pie in my opinion. Tell him he owes you a testimonial letter and make him a point of reference. If you run into this problem again, you'll have a great (positive) story to share.
If he did not think it was worth the whole amount, why didn't he have the decency to pay at least half. Then he could have paid the balance when it came off. Just a poor excuse from a home owner. I have had HO ask me about the moss, even after I explains it to them three times during the estimate. I tell them that they will pay and I will put it in writing that it will come off, and if it doesn't I will issue them a full refund. Typically they just say okay and don't worry about putting it in writing, if you are that confident.
just send me the guys info and I will get the interest, plus my twenty percent juice.