As often happens, I stumbled upon something online while looking for something else. Now, I like to read and, generally, find it enriching. As I read this tidbit, however, I actually became more and more upset. What was it, you ask?
Someone claiming to be an expert window cleaner was suggesting that you should only have perfectly clean windows in the areas the client will see and care about, areas like the kitchen, living and dining rooms. Windows in less obvious areas, like the garage and kids’ rooms could be done with much less attention to detail. The theory was/is that you can decrease your time and increase your profits. In fact, it actually says not to waste your valuable time – what about the customer’s valuable money?!
Does that bother you? It bothers me and I will tell you why.
I am all for increased profits. I ran every report known to QuickBooks to maximize our window cleaning company’s profit for 18 years. Your bottom line, however, means nothing without customers.
How about being conscientious with every customer, every time, every day, every job? That is what keeps customers!
This “theory” is what is referred to in ethics class as a “slippery slope”. Where do you draw the line? Are master bathroom windows done well and half baths not? Are houses where the client is elderly and perhaps can’t see well “skimmed”? Are windows with nose prints given a quick once over just because the dog will be back? Where does one draw the line?
Furthermore, when you run with a staff, they follow your lead. If you show them that your “company culture” is only doing a good job when the client can see it, they will in turn take it upon themselves to only do a good job when YOU can see THEM! Yea! Let that one sink in!
And, if you want to use the argument that you are in business to make a profit, don’t! How about maximizing your skills and your systems? How about raising your prices so you can make a comfortable profit and still do a good job? McDonald’s serves pink slime, but that doesn’t make it right! Most vacuums are designed to last less than a year, but that doesn’t make it right! It’s like your mom always told you …
Just because everyone else is doing it doesn’t mean you should, too!
How about giving the client what they paid for? I don’t think they intended to pay for half-*ss, skimmed work – do you?! I don’t know … window cleaning is a small industry. Most everyone knows everyone else. If you happen to know who wrote those words, sorry. I politely, but vehemently disagree! Why give the rest of us a bad name when we work so hard for respect?! What do you think?