Measuring customer satisfaction....

[Beth]

Hey~
Dan Dude!
It's like, I totally didn't miss your post, 'ya know, it's like, I've been losing my mind, 'ya know? I am totally gonna respond to yours and some others, but it's like, sometimes there are just soooo many things to do, 'ya know....

Lemme go grab my brown bag from said fridge and hunker down at these keys......

Beth

 

[Beth]

Ahhhhhhh......
Well Dan, I just sat down with my lunch and reread your last post about why you are getting kudos all of a sudden. The answer is right there. It's contract time. Ding ding ding..... can we say buttering you up?

My advice to you can be boiled down to one word. Negotiate.
He has tipped his hand by telling you your work is good. He's afraid of losing you. He wants to keep it smooth, sign you without too many waves. Set the compliments aside for a few minutes, because they don't pay the mortgage. Money does. I'm sure you have done this, but I give advice pretty freely.....

Sit down and look at what you need to see from him in order to sign. Depending on where you are, the economy, etc. it would not be unreasonable to ask for between 3 and 10%. Now mind you, those figures are based on employees not contractors, and I don't have the whole picture.

All I'm saying is look out for YOU.


By the way, I think it is very important for employers to provide feedback both positive and negative to employees on a regular basis, not just at review time. It makes for better employees.

Beth

 

[Dan S]

big boy >>> beth

you guys are right in the contract thing about prices and i have that covered>>it is written everyyear there is a % of increase...
i have been doing this for 7 years and learned a great deal about contracts... i also have a 5 year contract for another company.. with increases...

big boy when i said i dont raise my prices i should of been more clear i do but not a lot ... and i only raise them when the last contract was due... never b/c of fuel-soap.or anything else..
in other words i never raise 'em in the middle of a contract ... only when it's done do i try for more $$$$$$$..........the contract on this current trucking company that wants a 3 year is'nt up untill 10-01-01...
so i dont know .......maybe they want to lock me in or lock me up??? i told him that when i do the new contract that there will be some increases in the years that follow..... NO PROBLEM >>>>>
sorry if im talkin outa both sides but that is how my keyboard works,,,,,,, lol

 

[Beth]

AH! (bulb goes on over head)
Thank you! Much clearer now. I was not certain if you were speaking about an employer you had a contract with or a client you had a contract with. Being that it is the latter rather than the former, I suggest you ignore the percentages I posted, since they were meant for the employee scenario.....

I would put a clause in there to cover increases in expenses.

 

[Larry L.]

<b>O k you can fish out of the front of the boat if the wind is hitting me in the back.
I just didn't want you up there 3 years from now hallowing I need a new rod and reel and me still back there in the back of the boat with the wind hitting me in the face.

Sometimes we can see 2 years ahead then again the 3rd year being a killer with set prices,, you never know now days what your cost will be next week.I do not and will not work under a contract ever again,I want anybody to have the freedom I have as in quiting account or losing it to someone else,the freedom to go up anytime or knowing I could lose them at anytime.I will be more then fair far longer then them all I ask of them is to do me the same.There is no way a contract can stand in anybodys way to make a living,I have seen to many of them broken.

When he signs the contract ask him this and "see his face" and what he says,,"I'm sure glad you wanted a 3 year contract you never know I may get lazy and do a halfass job",,he's no fool LOL.

This is how I handle my accounts when wanting a contract"if you enjoy your freedom why put yourself in jail your word is good enough for me ISN"T IT." those words will get you out of most contracts and puts a personal relationship between the two.,,,,that is harder to break then the one your having to sign.
But I do know some has to have contracts in order to get it approved at the set amount............hey I don't mine fishing back of the boat LOL...later BOY,,,,I love you </b>

 

[Ron Musgraves]

Process for commercial accounts.

Customer is sold and signs on the dotted line.



1. Every part of the agreement is explained especially the cancellation terms.
A. Guaranty is gone over explaining the service.
B. Pricing and terms are run through one last time.
C. Areas being serviced.
D. If customer should want to cancel it is explained how too properly.

2. Reiterating what customer should do if he or she feels that service was not done properly.
A. Call us immediately and no questions asked we would be back onsite to handle any problem.
B. Explaining that we are serious about if they’re where one piece of gum call us because we are striving to be perfect.
3. Going over when service will be performed.
A. Instruction when the customers service will happen.
B. The date of service will be given.
C. Future dates will be explained.
4. Ask the customer if they have anything else they want to add. one last time let them know you will be there to get a sign off on the first job to make sure everything was to their satisfaction. {Does not apply to property managers} after the first service if there are any problem you’re a phone call away and anything will be taken care of immediately.


____________________________________________________________________________



Property management people.

If you don’t hear from these people they are happy. Property management folks have bigger fish to fry than pressure washers. If you can service them with out complaints sometimes too them that’s all that matters. Most contractors don’t realize they have tenants that are like hounds. Believe me if your not performing they will let you know.

Typical handle of a property manager,

1. Get straight too the point these people are busy.
2. They know all about pressure washing usually.
3. Let them know you will give them pressure washing they don’t have to think about. {sometimes price doesn’t matter)


Keep this in mind.

You are one vendor on a very long list. Reality is that we are close to the bottom and these people are very busy. The most important thing to them is no news is good news. These folks take nothing but complaints all day long. Tenants don’t call them up to tell them have a great day. They call about the ac, plumbing, lighting on center, graffiti, security problems & rent issues. So if they get calls about pressure washing they will find someone else. They have bigger fish to fry.

These folks I would say would not fill out a questionnaire. toooooobusyyyyyyyyyyyyy they don’t want you to even call them. Remember this is the majority not the absolute for all. I’m sure there are circumstances for every situations.

 

[Dan S]

well written there BIG_BOY..... you made some awesome points
even though i think my .05 cent rod will catch more fish then your 500.00 one......................

thanks to all::::::::::::: the input on this .....it really makes a guy think.....

i know i may be strange but i love having a contract ,,,,, im sure anything can happen and they sometimes happen more for some than others.............
im just a small guy in a lil town with 2 p/wer spraying and cleaning

maybe i will make that into a song................

 

[Larry L.]

<b><font color=green>Heck man your .05 rod want hold up to my Arkansas fishing pole,not even my 500. rod will catch like it does,Its easy to use and can get a limit in just one throw

O no not another elvis pressure washer or you sure they pat pat pat you on the back,,,no I know you hit your head when you fell out of the truck,,,no maybe when you was running from the law you hit your head when you hit that poor womens car.

Contracts are ok,I just don't want to be tied to one b/c I may want to move on to greener grass as in moving on,moving on rich side of town.moving on,moving on to rich side of town,,,,,now here's a song dat will make you some money </b></f>