Water-fed pole window cleaning: The importance of educating your customers
For most window cleaners, the water-fed pole system is no longer a new concept. For a lot of potential customers however, you’ll still find you get the odd blank look when you tell them you’ll be using a water fed pole system to clean their windows. “A what?”
Many potential customers doubt the system’s ability to get the job done properly – it probably seems to defy anything they’ve ever known about cleaning with water. After all, when you clean the car, you leather it down right? The squeegee was invented for a reason, wasn’t it?
Many dubious customers that have finally decided to throw caution to the wind, let their hair down and give the system a go have had bad experiences: “No thanks, I’ve tried someone with that before and it didn’t work” This has led them to the (incorrect) conclusion that it’s the system that doesn’t work.
The reality is that the most common causes of people’s bad experiences are a) user error, and b) poor education of the client – not the system itself.
The first thing to highlight to a client is that the system is a tool, and like any tool, has to be used correctly to get the job done properly. A chisel in the hands of a child will not get a door hung, but only a fool could argue that a chisel is not a functional tool. This might go some way to re-adjust their concerns over the system itself if they’ve already had a bad experience. (Of course, it’s important to make sure you know how to use the system properly yourself!)
Secondly, educating your customers on how the system works is vital. Make very sure they know that the water is specially purified, and because of that can be left to dry naturally. Talk about the benefits of the water-fed pole system – the fact that there are no ladders, no risk of damage, no chemicals, better results and so on.
It’s also vital that you set their expectations from the start. This is hugely important when taking on new clients, or when making the change from traditional methods with existing clients.
For example, the first time you clean a window with the water fed pole system, the results are not always perfect first time, no matter how thoroughly you do the job. This is usually because large amounts of ingrained dirt around the window frame and seals, dirt that is never removed by traditional methods, are dislodged easily by pure water cleaning. Because of the amount of it, it’s difficult to get rid of completely on the first clean. In addition, particularly if the windows have been cleaned for any length of time by traditional methods, you will find a build-up of soap scum is released from the seals of the window (which is why you’ll sometime notice a window foam up) when you clean it. Again, you release potentially years’ worth of soap build up that can continue to seep onto the window after you have left, affecting the finish.
Take the time to look at the job in hand. Are there any leaded windows? Lead oxidises and forms a white powdery substance that can affect the finish in a very similar way. Wooden frames with old, powdery paint can also have a similar affect the first time they are cleaned with pure water.
Whenever I take on a new customer, I make sure I take the time to explain that this could be the case, and that after the first clean or so, the results are better than ever, even lasting longer.
Provided you set this expectation, it’s very rare that you will get any complaints over the quality of the first finish and, as long as you use pure water and the right technique, the results will speak for themselves in the long run.
I’ve found that if you get this right, even the most cynical of customers can become a convert to pure water window cleaning. Mastering this when you are developing your business will only help you gain more long term customers and ultimately more revenue.
By Mike Cooper, www.waterfedpoleguide.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.waterfedpoleguide.com