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Communication for the Customer

This first week in August 2017 has been busy but at the same time crazy with three ludicrous events. I am always aware of how important it is to keep up with clients needs especially as an Independent Waste Carrier where giving that extra service see's people return year after year. I now have clients from over 7 years ago who have returned with more business so cannot stress how Important giving the right service can make the difference.
Now when I started this month in all the 7 years of working closely with people and giving 99% of the time a more than satisfactory service I had three clients who clearly though differently. Now everybody has a right to their opinion and within reason I will try to help anyone with a problem.
On the other hand common sense has to prevail. The first customer after agreeing a price to have her clearance done - delayed the date of clearance until she was paid. Fair enough one would think until getting to the clients home to find out that more rubbish had been added and expected that I should not put the price up regardless as we had already come to an agreement - I said unfortunately the added items would cost more to dispose of so the cost would have to be adjusted accordingly. The lady huffed and puffed and eventually said I will get someone else.
The second client a long standing businessman who often wanted work done at the last minute but somewhere along the line continued to forget to pay once the work was done. On the last occasion despite the fact I said I was of on a short break he insisted could I fit him in. As I had visited before I with difficulty was able to fit them in on the understanding as ever that payment is due on completion. Yes no problem said the wife as I left the clearance your money will be put in tonight. Returning from my short break no money. I left it another day still no money. I invoiced with a reminder and the terms and conditions if payment was not made within 3 working days - unfortunately I got a tirade of abuse for once again asking for payment. You should give us 30 days was the cry but as I have already paid for disposals in good faith I expect their honesty to pay as agreed.
Final one of the week another lady where communications seemed to be fine as emails shot back and forth - but the final email with her address and telephone number for contact eluded me. As I had no address I see this as a client that has decided to choose a different route of clearance. On this occasion the lady decided to email once again late in the day two hours after a possible collection if confirmed. I replied with apologies but I said I had received no email so as I could not fit her in with the bust schedule in front of me as a goodwill gesture I gave her another reliable waste carrier. Once again I received an email with various rudeness and the possibility of being trolled by a person who did not communicate. Phone / text but don't email if you want a quick response. I am sorry she did not get what she wanted but occasionally things do go awry
I believe clients are extremely important but despite every effort I accept I will not get every job offered. It could be cost / timing or workability but whatever the outcome be polite they may come back another time

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