A customer books a window clean and comes home to sparkling glass sitting in dirty frames with grimy sills below.
She is disappointed rather than angry. She assumed frames were part of cleaning windows, because in her mind that is what the phrase means.
The company does include frames, for an extra charge, which is entirely reasonable. Nobody mentioned it at booking and the first impression of a new customer has been spent on a misunderstanding that a sentence would have prevented.
1. State the frames and sills position first
The commonest assumption by a wide margin. Whatever the answer is, it belongs in the first reply to any enquiry.
2. State whether doors are included
Glazed doors, patio doors and their frames. Customers count these as windows and companies frequently do not.
3. State the internal glass position
Almost always separate, almost always assumed to be included by somebody booking for the first time, and worth a specific sentence.
4. State the conservatory position clearly
Conservatory sides and conservatory roof are different jobs at different prices. This is the single most expensive misunderstanding available.
5. State whether velux and roof windows are included
Access dependent and frequently excluded. Customers with them assume a full house clean covers them.
6. State the position on very high or awkward glass
Glass above a conservatory, over a stairwell or behind an obstruction takes different equipment and longer, and it changes both the method and the price, so it should be identified when the property is quoted rather than discovered on the day.
7. State what happens to leaded and decorative glass
Slower, more careful work. Whether it is included at the standard rate is worth saying rather than assuming a customer will not notice.
8. State the first clean position
Glass that has not been touched for years takes considerably longer than maintenance cleaning, and a company that charges the same for both is either losing money on the first visit or disappointing the customer on it.
9. State the add on services and their prices
Gutters, fascias and solar panels, so customers know they exist and what they cost rather than discovering them by accident.
10. Send the scope in writing before the first visit
A short list of what is included and what is not. This single document prevents almost every dispute in the trade.
11. Quote against the actual property
Number of windows, conservatory, access and height, rather than a house size band, so the price and the scope match what will happen.
12. Make the price difference visible
Showing the frames option as a stated extra lets a customer choose rather than feel they were sold a partial service.
13. Repeat the scope at the first visit
A brief word on the day, confirming what is being done, converts a potential disappointment into an informed choice.
14. Answer the what is included question at the enquiry
An assistant that states the frames and sills position, separates conservatory sides from roofs, explains the internal glass and first clean positions and prices the add ons turns a vague booking into an informed one. The weather objection sits in weather and rescheduling questions, the round mechanics in frequency and schedule questions, the general pattern in what is not included questions clients discover late, drafted with the ai faq generator, and the recurring revenue case in ai assistant subscription business. See pricing, run the numbers on the chatbot ROI calculator, and the sector view sits under cleaning services.