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Roof Cleaning New Jersey · Oct 7, 2011

Difficult Customer

deleted member

Exactly like you. Don't distrust your instincts.

Roof Cleaning Raleigh NC · Oct 7, 2011

I would have sent Art to break her legs!

Roof Cleaning Bradenton FL 941-822-2454 · Guest

She should have said something, communication is always expected for the HO ( David ... lol ) but sometimes the courtesy is not always given back.. 45 min. away a check should have been left, but hindsight is 20/20.
Kim R

Roof Cleaning West Chester PA · Premium Member Roof Cleaning Institute of America

You did nothing wrong, customer should've communicated that to you.

I had a similar issue this past week. 5 houses, all had to mail me a check and I left an invoice in the mailbox, 4 of which I've yet to receive. I'll wait til Monday before I call, but it's caused a small cash flow issue for me. Does anybody tell their customers that payment is due the same day as service?

Roof Cleaning New Jersey · Oct 8, 2011

I had alot of evil thoughts in my head guys. I would think this women could say " hey Ed, i'll be out of town for a week. I'll pay you when I get back". That would be no problem. But it were reversed, and I received payment upront, then I disappeared for a week, she would cry bloody murder. This is the dialogue:

This email sent 5 days after job complete
Ms. Luis,

If there is a problem in which you are not able to respond to my phone calls, then I apollogize for my persistancy. If there is anything we can help with, please let us know. We do not have a billing structure here and every payment is important to us. We have invested 2 men on 2 seperate days to complete your house cleaning plus materials. There is a lot invested into this job so a quick payment would be greatly appreciated. Please call to arrange your payment. We'd be glad to come by and pick up a check. Again, I apologize for being pushy. It is not a good feeling to do a job of this scope to have the customer avoid you. I hope you understand.

Her response exactly 1 week later

what an unfortunate email for you to send to a customer that was pleased with your work. I have been out of town. not my problem if you are running a business without the ability to send a bill.

My response:

Ms. Luis,

I had emailed you an invoice 4 days ago. You did not inform anyone you were going out of town. As far as I was concerned you were avoiding me. You could have easily called me or replied to my invoice to let me know that you were away. A simple acknowledgement would have eased my mind. Please put yourself in my shoes. I had no idea what was the status or your intent. I will again send you an electronic invoice. There is a Paypal link on the invoice where could can pay credit card if you choose, or send a check to the mailing address. Im glad you're pleased with the work. Don't be mad.

Her response:

I certainly don't need to tell you when I'm going out of town or who I might have informed. I don't expect to have my intentions questioned or to be accused of avoidance 4 days after an email invoice has been sent. I had not checked my personal email until yesterday. You are apparently operating under a prejudicial assumption of how hispanics behave. You will be paid. I recommended you to my neighbor and you got additional business as a result of that, which by the way, you did not thank me for. I will not do that again.

-- Edited by Roof Cleaning New Jersey on Saturday 8th of October 2011 06:19:45 AM

Roof Cleaning Severna Park MD · guest

Wow, someone is a bit feisty and has a chip on their shoulder... Move onto the next one, Ed, she seems like a knucklehead.

Roof Cleaning New Jersey · Oct 8, 2011

And I still havent received payment.

Guest

Roof Cleaning New Jersey wrote:
Did a big job; roof, house, gutters in and out, $1300. Went there 2 weeks ago and my guys did everything except the roof because it rained on and off that day. Finally got back last Friday to finish the roof and a few odds and ends. Called her next day Saturday to try and square up. No answer. Called every day and shot a few emails with no response. Finally Wednesday I emailed her and pleaded that we had alot invested in the job and would appreciate prompt payment. Also told her it wasnt a good feeling to do a job of that scope and get no response. She finally replies exactly one week later and makes me feel like a jerk like I was supposed to know she went out of town. Told her she could have at least let me know. Am I the bad guy here? Should I have panicked? The whole thing smelled like I was getting stiffed and she lives 45 minutes away. How would you respond?

I have a different take on this topc than most of the others Ed:

To some, paying for this type of service is just paying another bill. For example, a friend of mine pays his bills 2x a month, period. Therefore I'm patient even thought it drives me nuts sometimes.

Unless a client tells me something in advance (ie a lady was going to London and would pay me when she got home per a phone call) they'll get another invoice in the mail with a very polite letter '...please disregard if payment has been remitted blah blah blah..'

I've never had to do it yet, but another letter, not as poilite, would go out at the 4 week mark. After that, I'd get real serious about it.

Quite often, no one is home when we're working, so payment in the mail is ok. After all, most want to see the work before they pay which is perfectly understandable. If they're home, I expect payment at the time of completion.

With all of that said, managing/tracking accounts receivable becomes a PITA, but a necessary task.

Roof Cleaning Raleigh NC · Oct 8, 2011

I tell them if they aren't going to be home to leave a check in a baggie under the front mat. I don't do check in the mail. Doing it that way for 20 years. I have better things to do than to keep track of who has paid and who hasn't.

Roof Cleaning Bradenton FL 941-822-2454 · Guest

The race card being thrown, is a low blow, I would tell her I am offended that she made that implication! Race has nothing to do with getting paid, she knew you were there and doing the work. But ..was she aware of when you were coming back to finish? / when the guys were there doing the roof was she there?
Could be lack of communication from both ends.. idk?
Kim R

al9226 · Premium Member Roof Cleaning Institute of America

First of all, you never WIN an argument with a customer. My response would have been:

We are very sorry for the misunderstanding. To show my sincerity, I will offer you a free house wash next year.

If there is anything else I can do, please let me know.

Signature

Roof Cleaning New Jersey · Oct 8, 2011

I dont think you would offer a free house wash on this one. And she knew we were coming back that Friday cuz she left a note on the garage for a punchlist of touch ups. Theres no problem with billing, just let me know. Services rendered, payment due. There is such a thing as theft of services. She almost put herself in jeopardy of that. Im not the friggin phone company, pay me or give me the courtesy of letting me know wtf is up.

Roof Cleaning Raleigh NC · Oct 8, 2011

I agree. Free house wash my ass! She should come to my house next year and give me a free house wash.

gutterdog · Oct 8, 2011

Roof Cleaning West Chester PA wrote:
You did nothing wrong, customer should've communicated that to you.

I had a similar issue this past week. 5 houses, all had to mail me a check and I left an invoice in the mailbox, 4 of which I've yet to receive. I'll wait til Monday before I call, but it's caused a small cash flow issue for me. Does anybody tell their customers that payment is due the same day as service?

I have a stamper on invoices that say due and payable in 5 business days and please use our stamped envelope.

EDIT: Like Ted said, some people only pay bills once or twice a month. I give some leeway, and wait. Sometimes I start to wonder, and think someone trying to get a free wash. And its always a misunderstanding.

-- Edited by gutterdog on Saturday 8th of October 2011 12:31:28 PM

al9226 · Premium Member Roof Cleaning Institute of America

Roof Cleaning West Chester PA wrote:
You did nothing wrong, customer should've communicated that to you.

I had a similar issue this past week. 5 houses, all had to mail me a check and I left an invoice in the mailbox, 4 of which I've yet to receive. I'll wait til Monday before I call, but it's caused a small cash flow issue for me. Does anybody tell their customers that payment is due the same day as service?

Mine says payment due on completion of job.

Roof Cleaning New Jersey · Oct 8, 2011

Go drive your car away after they put new tires on, disappear for a week, then let me know if you got a pissed off auto mechanic beating down your door. Do the same to your plumber after he installs a new water heater. Dont let them know you'll be paying in a few days. Just go ahead and disappear cuz who are they to question where you go or what you do. I've been stiffed before and this stunk like it. I aint the friggin phone company.

Thanks for all the feefback. I may not of handled it the best way. I feel better though I still havent received payment.

sweetwaterfish · Guest

I have a huge problem with her tossing out the race card. Besides, we know its the irish that are the real problem customers...and midgets...just can't trust the little people...oh and redheads too!!!

About half of our residential is paid on a billing basis, the other half is paid at time of service. The commercial stuff is all billing. typically, after two weeks, we start burning the phones up trying to collect. This is why my wife handles collections, she's much more diplomatic than I!

If you jumped the gun on this one, it wasn't by much. Most other service providers would not extend out billing without prior arrangements. You may have been getting set up to be stiffed, but you likely alleviated that issue since she now knlows you are proactive with the billing. a customer that actually cared about paying you would have mentioned the absence ahead of time.

P.S....the Irish, midget, redhead thing was satire.

Guest

Our customers have 30 days to pay. After 30 days we start charging interest. We only clean roofs though, nothing else.

Art O · Guest

Mine says payment due on completion of job.

The Roof Cleaning Institute Of America Training & Certification Forum "Find A Certified Roof Cleaner Directory"

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"Find A Certified Roof Cleaner Directory"