Fish Window Cleaning

"I want to thank the customer for her feedback and apologize to her for dropping the ball on this issue. Once I received this review, I tried to call and text her several times with no success. The customer called us to clean her windows and glass railings on her 11th story town home. We were tasked with cleaning the windows inside and outside on the balcony then inside only where outside windows were not accessible. She also wanted us to clean her glass railings on two of her balconies. Upon arrival, I noticed the glass railings might have hard water stains. I informed the customer of this. I told that her that we wouldn’t know how badly the railings were stained until we cleaned them. I told her that removing the stains would cost extra. I also tried to set expectations of how effectively we could remove the stains. The customer wanted us to move forward with the stain removal. My window cleaner arrived on site a couple of days later. First, he cleaned all of the window and balcony glass. Then, I joined him to work on the glass railings. Using a rubbing compound, we spent two and half hours working on the railings with only marginal success. I told the customer that we would have to try another solution for the glass railings. I still tried to set expectations for how effectively I could remove the stains. I did not charge the customer for the extra time to remove the stains. Afterwards, I consulted our equipment vendor, and several other business partners. The only solution that might work involved using a solution that was slight acidic. The big risk with using this solution would drip on her neighbor’s windows and balconies and damage them. I also tried to contact several other window cleaning companies. Unfortunately, our workload was already very hectic, and this job fell through the cracks. Looking back, I should have communicated better that this job was out of our scope, and provide referrals for the customer. I can still send the customer some of the leads I was pursuing."