How can I successfully make the change to the water fed pole system?
For many traditional window cleaners, the thought of moving over to the water fed pole system is perhaps a daunting one. Your customers have been used to and sometimes even have a preference for traditional cleaning methods. More than likely they have been happy with your work for a long time.
However, you’re also aware of the benefits that the water fed pole system has to offer; speed, safety, add-on service opportunities and ultimately the possibility of earning more money.
But what if some of your customers don’t want you to use the water fed pole system? How can you make the transition whilst minimizing the risk of loosing customers?
Well, many window cleaners have taken this risk with a happy outcome. Based on what worked for them, here are some steps that we encourage you to take for a successful, smooth change to pure water cleaning methods.
Communicate the change beforehand in person
It’s important you take the time to educate your customers as to how the system works. Explain to them that you intend to start using it because of the numerous benefits of this system. Give plenty of notice. Speak to as many of your customers as possible in person whether this be face to face or over the phone. This will give you a better chance of putting their minds to rest should they have any doubts regarding the system.
Provide notice in writing
Even if you have already spoken to your customers in person it is still a good idea to provide written notice of your intention to change to the water fed pole system. The note should briefly explain how the system works and encourage
the customer to call you should they have any questions or reservations.
Inform them as to what to expect
When a window has been cleaned traditionally for a period of time the it is difficult to guarantee perfect results the first time it is cleaned with pure water due to the soap residue which has accumulated in the rubber seals etc. Explaining this to the customer beforehand in the letter can prevent problems due to poor first impressions. Make sure they are aware of what to expect and that the results improve after the first clean.
Point out the benefits to them as customers
Telling the customer how the system benefits you will not convince your customers that it is a good idea. Instead, mention the benefits of the system from their point of view as customers. Eg. How you will now be able to do a better job of cleaning the frames, how you can now offer extra services to them like conservatory roof cleaning, fascia and soffit cleaning, solar panel cleaning etc. Mention any extra windows that you will now be able to reach with the water fed pole system that previously you were unable to clean e.g. Velux windows or roof lights – this can be a huge selling point.
Look for extra revenue generating opportunities
As we’ve just mentioned, using the water fed pole system allows you to offer extra services. Note down which add-on service opportunities there are on every job you have – Eg. Do they have fascia & soffits? conservatory roof?, cladding or solar panels? This would not be the time to go in for the ‘hard sell’ regarding these – mention it as if it’s a benefit to them and let them request the work if they want it. (Once the customer is more familiar with the pure water system, you can push a bit harder for extra jobs like this) This can help you see a quick return on your investment in the water fed pole system, which is also important.
Explain that it is quicker, but not cheaper
One of our readers had an issue with a few of his more scrupulous clients when they noticed he was completing the job quicker with the water fed pole system. They asked why he didn’t charge less. A good response to this is to highlight that the system is more expensive to run, thus balancing the pricing out and allowing it to remain the same – you may want to pre-empt this question when communicating with your customers. After all, the price agreed is not an hourly rate but the price of a service to clean the windows. Investing in equipment to do the job quicker and more efficiently is quite normal but an investment like this wouldn’t make sense if the price had to be dropped thereafter!
Make sure you know how to use the system
The water fed pole system is a tool, and like any tool, you need to know how to use it. It may be a good idea to get some practice in before you start on real customers and check your results.
Be flexible and / or expect some customer loss
Despite doing all of the above, it’s inevitable that you will have some customers that insist they do not want you to use the water fed pole system – some people hate change. It’s up to you how you deal with this – you can either continue to complete a section of your round traditionally, or you can politely drop the work. We’re going to be talking low numbers and the time you save and additional income you make with the new system should outweigh any customer loss
Be extra vigilant and use extra rinse
They say first impressions count. Make sure you repeat the warning about first-clean results, but try to alleviate any problems the first time you complete your round with the water fed pole system by using extra rinse – you want to try and get rid of as much of the residual soap scum you’ve built up as possible. Be extra vigilant by doing a walk around at the end of every job. Check the results, check for any problems, and if necessary, go over problem windows twice. Pay extra attention to dirty frames and sills. This should improve your customer’s impression of the first clean with the water fed pole system.
By carrying out as much of the above steps as possible, you ensure you have communicated with your customers every step of the way and minimized the risk of losing any of them as far as is possible.
By Mike Cooper, www.cleanerplanner.com
About the author
Mike has been involved in the window cleaning industry for many years, having specialised in the use of the water-fed pole system for nearly a decade. He has set-up and grown successful businesses in the UK and manages www.cleanerplanner.com