- Original Poster
- #1
Hello,
i wonder if anyone could help?
Bit of background: We are a mid-sized domestic leaning company, regular client base of around 120, 15 staff, always growing. Our service is fully managed and is considered expensive by some of our clients who have paid half the price for a solo cleaner (but were dissatisfied so came to us and paid more).
This is good but we have had a weekly client for the past 18 months or so who has been complaining from the very start and always brings up we cost double the price of his last service (who he had complained were terrible cleaners and unreliable plus unprofessional and didn't handle his complaints). We have always 'jumped' to fully manage all of his many and frequent issues, including changing his cleaner but no matter who covers the cleans there or how well-liked they are at other homes, he always finds fault every so often, usually with a list.
We have made mistakes and done certain things a bit cheaper for him because he's so tight and was demanding these. i regret that now.
Anyway a few weeks ago he demanded to be taken off our Go Cardless payment facility because 'it wasn;t working for him' (it was) and he would make his own payments. We had no choice so he did.
Last month we managed two more cleaning issues at two separate visits (as usual). When we came to sign off the payments at the end of the month he had two missing. We sent the usual 'please settle these arrears' email and to our surprise he wrote that they were not going to pay for these clean sue to dissatisfaction.
This was decided unilaterally by them and no communication or request was made to us to authorise any kind of discount. He has helped himself to two full discounts without a word.
What would our best course of action be? We are going to withdraw services now as this is draining and we do not need the work but what about the payments? Do we write them off?
i wonder if anyone could help?
Bit of background: We are a mid-sized domestic leaning company, regular client base of around 120, 15 staff, always growing. Our service is fully managed and is considered expensive by some of our clients who have paid half the price for a solo cleaner (but were dissatisfied so came to us and paid more).
This is good but we have had a weekly client for the past 18 months or so who has been complaining from the very start and always brings up we cost double the price of his last service (who he had complained were terrible cleaners and unreliable plus unprofessional and didn't handle his complaints). We have always 'jumped' to fully manage all of his many and frequent issues, including changing his cleaner but no matter who covers the cleans there or how well-liked they are at other homes, he always finds fault every so often, usually with a list.
We have made mistakes and done certain things a bit cheaper for him because he's so tight and was demanding these. i regret that now.
Anyway a few weeks ago he demanded to be taken off our Go Cardless payment facility because 'it wasn;t working for him' (it was) and he would make his own payments. We had no choice so he did.
Last month we managed two more cleaning issues at two separate visits (as usual). When we came to sign off the payments at the end of the month he had two missing. We sent the usual 'please settle these arrears' email and to our surprise he wrote that they were not going to pay for these clean sue to dissatisfaction.
This was decided unilaterally by them and no communication or request was made to us to authorise any kind of discount. He has helped himself to two full discounts without a word.
What would our best course of action be? We are going to withdraw services now as this is draining and we do not need the work but what about the payments? Do we write them off?
