Lessons From The Dr. Windows Experiment

Over the years, I’ve learned that we all define “clean” a little differently, especially when it comes to hiring a cleaning service.  My most recent experiment with “Dr. Windows” is no exception.

Excerpts from the flyer stuck in my paper box:

“Sparkling, Dazzling Windows!  We wipe & clean tracks and sills.  Your guaranteed delight – if you’re not, I’ll work for you until you are.  I’ll quickly visit your home and promptly mail a quote to you providing several options.”

I live in a middle condo, so my only windows face east and west.  The condo has 5 double hung windows and 3 sets of patio doors.  All of the window frames are white, so every speck of dirt is easily noticed.

The Quote

As promised, the quote was in my mailbox within 24 hours.  Here’s what it said:

2006 Season Cleaning Options:

All exterior and Interior windows $59
Includes:

• Windows cleaned by hand
• Frames & sills wiped
• Window dividers removed, wiped, and replaced (I don’t have any dividers)
• Sills and jambs wiped
• (does not include skylights)

My first thought about the quote was “this is only one option, what about "the options"?”  I also noticed that the quote didn’t mention anything about screens, the storm door, or all of the little window panes in the front door.

When scheduled the appointment I purposely didn’t mention the things that were missing from the quote.  I decided to just let it play out to see how he would surprise me.  I expected several surprises after he told me that he expected to finish in an hour.

The guy was a bundle of energy and was both efficient and prompt in providing the quote, exchanging phone calls, and even arrived early (after calling first to make sure it was ok).  These qualities are clearly some of the greatest strengths of his business.

Before he left, he said something like “if you see anything you’d like re-done be sure to call me”.

The Quality

Generally, the window glass is pretty clean.  Some bug spots remain that could have been scrubbed off and a few spots around the edges that are a little messy.

The sills were wiped down, but the white window frames all through the house are still pretty dirty.  So the frames and the bottom of the window tracks and jambs look like he never touched them.

He tried to remove all of the screens on the double hung windows, but only 1 would come out.  He may have rinsed it with the hose, but the white frame is still pretty dirty.  He didn’t attempt to remove or clean the patio door screens.

The  glass storm door was cleaned.  I saw him wipe the outside panes of the front door, but the inside panes of the front door were never cleaned.

Overall

Dr. Windows’ greatest strengths were low cost, prompt callbacks and timely arrival.  But the quality of the work lacked attention to detail in my opinion. 

I’m choosing not to take him up on his offer to “guarantee delight”.  I’ll just live with what I’ve got until I can personally tackle the job in the spring.

You never get a second chance to make a good first impression.  The devil is in the detail isn’t it?