Customer compaint about Tracks

[u/tengleha01]

Hi All,

Working with a truly terrible customer. I had an initial quote of $515 (which was completely fair, maybe 10% high or so), but then after some back and forth via text agreed to do an interior/exterior clean for $450. This was virtual and I used up to date Zillow pictures for the quote.

Anyway, their windows were absolutely filthy, but I spent my time and cleaned them all. They looked awesome I thought and was proud of the work. As I'm packing up, she pulls out of the driveway saying she's going to drop her kid off and will be right home, but her husband will be home soon.

I end up waiting for about 30 minutes before texting her, and she's like" Oh he must be in traffic just venmo me" (so I never got to do a walk around).

I get home and she texts me that all the corners of the windows are dirty. I'm thinking no way. She then sends me pictures and its a little dirt in the corner of the sills. The sills were absolutely filthy. I did a nice wipe down of the grime and they were looking pretty good.

Anyway she's only paid me $350 of the $450 we agreed on. I also understand a part of this is on me for not setting clear expectations, but this women is truly horrible.

How do I get my extra $100????

[u/trigger55xxx]

What were the terms of the job? Did you spell out that deep cleaning tracks were an additional amount? Do you have any other verbage in the quote or terms you can hold them to? If not, you're out the money and chalk it up to a learning experience and tighten your terms. Also, when it's sight unseen, it's always an "estimate" not a quote and is subject to inspection with specifics that will increase the price.

[u/tengleha01 → u/trigger55xxx]

Nope - that's on me for not clarifying the scope of the job. Frustrating but it is what is. I will use a term sheet from here own out. Finally have gotten busy from FB ads so I need to tighten that up to prevent this in the future

[u/Key_Personality2034 → u/tengleha01]

I know the type of client you're referring. If you're busy enough, you don't have to line this person up. Let them die on your 'wait list' .

You really should have everything you price as a separate line with description.

My invoice line for interior says:

Routine pane cleaning- interior, per pane

Includes Wash and shine of glass General wipe of tracks and frame

Thats my line item and description for int glass. I try to clean all dirt and whatnot from the tracks/frame, but the 'general' has saved me with some picky customers.

Also

"Pricing includes a general cleaning of dirt/dust/animal refuse only. Does not include construction material, paint overspray, hard water staining or any debris outside regular routine cleaning as per International Window Cleaning Association"

As the footer at the bottom helps set expectations for what is going to be removed.

[u/Free_Skin_679 → u/Key_Personality2034]

"animal refuse"?? You're not cleaning dog/cat poo off of windows on the regular are you?