Client thinks we overcharged them… what would you do?

Seeking Help/Advice
1

On Saturday, I got a text from an old client who canceled our cleaning services back in June. The message said, ‘Hi. I’m just checking to see if you’re still coming this morning.’

I followed up with an email, checking if they had sent the text by mistake or if they wanted to restart their services. I also reminded them they had canceled in June and attached their cancellation email for reference.

They responded saying, ‘I do not want your services. You were charging me twice as much as my current cleaner—and they do the whole apartment. I feel you took advantage of me, and I don’t want your services.’

Honestly, I was hurt reading that because I take pride in our work. I know we’re not the cheapest, but we focus on quality and fair pay for our staff. We’re a family-owned cleaning business.

Is it worth responding? How would you handle this as a business owner?

Update: I did respond, and I tried to be thoughtful, but the client didn’t take it well. They told me not to contact them again or they’d leave a bad review about our high prices and poor service. I’m more concerned with how rude people can be.

2

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3

Here’s what I’d say: ‘I’m sorry, it looks like you texted the wrong cleaning service. If you’re having trouble with your current one, let us know! We may not be the cheapest, but we’re reliable and do great work. Have a nice day!’

4

@Ari
Exactly!

5

@Ari
This is spot on.

6

@Ari
Perfect response.

7

I’d just say, ‘Thanks for letting us know. Best of luck.’ Short and sweet.

8

They probably meant to text their new cleaning service, which shows they’re not keeping track. You’ve got two options:

  1. Ignore it. Not worth the stress.
  2. Send a nice reply in case they get tired of the cheaper service and come back to you.

Personally, I wouldn’t want them back as a client, so I’d go with option 1.

9

@Parker
Why would you want them back? I only want clients who respect me and my work.

10

Don’t take it personally. They made a mistake, then lashed out. I wouldn’t even respond.

11

Wylie said:
Don’t take it personally. They made a mistake, then lashed out. I wouldn’t even respond.

If you’re feeling hurt, just remember that you have clients who value your service.

12

Honestly, I’d feel pretty smug. It sounds like they’re frustrated with their new cleaner and took it out on you. I wouldn’t respond, but if you do, keep it polite and professional.

13

I always think it’s best to respond, even if it’s just to say, ‘Thanks for the clarification.’ At least you can walk away knowing you handled it professionally.

14

Aeron said:
I always think it’s best to respond, even if it’s just to say, ‘Thanks for the clarification.’ At least you can walk away knowing you handled it professionally.

I’ve had clients like this in the past, and sometimes ignoring them is the best option. Engaging with someone who’s clearly upset can just escalate things.

15

@Sam
Agreed. Ignoring this one might be the best move.

16

@Sam
I get your point, but I still think a polite reply can sometimes help keep the door open for future business.

17

Aeron said:
@Sam
I get your point, but I still think a polite reply can sometimes help keep the door open for future business.

In some cases, sure. But when a client is unreasonable, sometimes the best move is to walk away. Trying to reason with someone who’s already upset can backfire.

18

No need to respond at this point. If they canceled in June, the time to address any concerns was back then.

19

I’d just ignore it. Nothing good can come from it now.

20

Just move on.