Customer wants a deal

**rtorres122** · 04-28-2009, 01:10 AM

Originally Posted by wandwizard

You say the customer doesn't care about my operating expenses. You said, "Wandwizard, so you know, my overhead is irrelevant. It doesn't matter if it's 100 dollars per month or 100,000 dollars per month. " I'm here to tell you that it does sometimes help to let the customer know how much it cost you to perform your business.They think your expenses are a few dollars at most, not maybe 50% of you incomes. In their mind all they see is you maybe using a little cleaning chemicals and taking the time to drive to their home. They have no idea what it really cost you to do what you do. I've won over many customers who were not going to use me with this tactic so don't tell me it doesn't work. Just last week I was on the phone with a lady from a nearby town who was actually not going to use me because I quoted a price on the phone that was a .03 cents per sq. ft. higher than last year which totaled a whopping 15.00 more for an entire house of a living room, hall, and 3 bedrooms. They almost decided not to clean the carpet at all. By explaining my cost breifly in just a minute or so she changed her mind and I did the job. I am not knocking your sales techniques and I am actually considering using some of the stuff you said. Thanks for your input.

So you earned the business of an apprehensive, remorseful, client. Wandwizard, a good deal is nothing more than perception.

How many times have you given your services away for nothing. You kill yourself for 3 hours on your hands and knees and make like 50 bucks. The customer is a pain in the butt the whole time and obviously doesn't appreciate the hard work you put in. They think that they got ripped off even though the carpet looks like new and you charged 15 cents psf!

And how many times have you charged an extraordinary price, say 65 cents psf x 1000 sf. It's an easy job and the customer is in love with you. They refer you to all their friends and put you on THEIR holiday card list.

Who got the better deal? The second guy got the better deal because they believe they got a deal.

Your job with your real life customer wasn't to justify you price, but to articulate your value. First of all, I always give prices in person if I can. If it's a previous customer and I have to make a slight price increase, it's definitely going to be in person. What if instead of explaining how your prices have gone up because of nonsense and it's going to cost her another 15 dollars you said something like this...?

(In person) Ms. Customer, I have great news for you. We at xyz carpet cleaners have recently crossed a major chasm in our industry. With extensive education, a wonderful network, and from continuous loyalty from clients like yourself; we've been able to position ourselves as the leading carpet cleaning specialist in (location). It hasn't been easy or cheap (Ha Ha). So to balance our additional expenses with our recent upgrades and success we've increased prices by 20%. But don't worry, not for you. Your loyalty to our company deserves you a preferred rate of only a 5% premium. Just say it's our thank you for your patronage (smile). Just OK the invoice here and... thank you very much.

This says the same thing as the previous paragraph but compliments the customer so much more. It shows value. The customer is getting a deal...even though it's just a sugar coated price increase.

**Rick Imby** · 07-04-2009, 12:41 AM

Special Special

We are all humans, we all want a better deal than our neighbors. Most of all we want to feel special. Clean house discount, customer moved furniture discount, customer vacuum discount. Over 900 sq foot discount. referal discount, Close to the last job discount. Late for job discount. Saturday discount.. No major spots discount. One year aniversary discount, Spring cleaning discount, Winter discount, Christmas Discount, My kid just graduated discount, Outstanding Mytee dealer discount, Gotta repair my truckmount discount,

How many ideas can we come up with to make someone feel special?

Give them what they want.

Rick

**b18cyacrx** · 07-04-2009, 12:58 AM

Thinking about having a set of business cards made up for these situations that says

We fix other other cleaners' "Specials"

[/QUOTE]

I like that!

**Steve Toburen** · 07-04-2009, 01:09 AM

A great topic for a thread with some good posts on it. By coincidence I just wrote an article on ICS with exactly this topic. Here is an excerpt ...

Above all else don’t take it personally- This is of course much easier to write than to do. Customers who in the past have practically viewed you as a member of their family are now boldly and shamelessly mentioning “You know, Steve, I can get my carpets cleaned cheaper elsewhere”. But before you emotionally suggest they do just that let’s look at the current situation through their eyes.

For many months now the American public has been subjected to a steady stream of economic doom and gloom. On top of this your clients have been fed endless stories on how the new chic is to ask for discounts everywhere. Even Paris Hilton is stating that conspicuous consumption is out and frugal is in!

So when a previously loyal client starts “negotiating” with you they have not logically decided you are worth 20% less as a person to them than you were a year ago! Instead, your customer is just responding to the negative media blitz and the social, emotional AND financial pressures of the last couple years.

Above all else you need to be on an even emotional keel before you respond to a customer trying to “low-ball” you. Remember that if you emotionally turn this negotiation into an emotional “win-lose” confrontation it will help no one.

Steve Toburen
Director of Training
Jon-Don's Strategies for Success
www.StrategiesForSuccess.com

PS Instead of getting mad with the low-ballers get rid of the big chip on your shoulder and focus on this essential “tough economy” phrase …

"Commiserate, negotiate but never capitulate." How to do it? Ya gotta wait till the August ICS. Evan wouldn't be happy if I spilled the beans a month early.

**mrpurified** · 07-04-2009, 04:51 PM

I don't give any deal cause i feel im already cheaper than the bigger companies.

2 as many time i buy supplies i dont get a deal i still pay full price, so how can i give a deal when my cost is still the same if not hirer?

I have been getting calls asking if I price match, sorry ma am, sir we do not

I give a discount to this maid service and that because they give 3 to 5 homes a wk on a regular even upholstery

Buger King say you can have it your way thats food only price not incl

hey rob I like tha pic of tha day sweeeet

**Carpet Cleaning 911** · 07-15-2009, 03:26 AM

More recently I have had customers that agree with the pricing as we are adding things up, then as some of the others have said they start with while your here can you clean this recliner or sofa. I always say sure and the price is this much for that item. We get to the end and they balk at the agreed upon price, usually saying something like it figured it would only end up being $300 at which time I say yes it is only $300 the rest is tax of which I have no control over and remind them that I stated the price plus tax as we priced it all out. They seem more angry at uncle sam after that then me.

**Rob Allen** · 02-28-2010, 01:41 PM

Originally Posted by rtorres122

So you earned the business of an apprehensive, remorseful, client. Wandwizard, a good deal is nothing more than perception.

How many times have you given your services away for nothing. You kill yourself for 3 hours on your hands and knees and make like 50 bucks. The customer is a pain in the butt the whole time and obviously doesn't appreciate the hard work you put in. They think that they got ripped off even though the carpet looks like new and you charged 15 cents psf!

And how many times have you charged an extraordinary price, say 65 cents psf x 1000 sf. It's an easy job and the customer is in love with you. They refer you to all their friends and put you on THEIR holiday card list.

Who got the better deal? The second guy got the better deal because they believe they got a deal.

Your job with your real life customer wasn't to justify you price, but to articulate your value. First of all, I always give prices in person if I can. If it's a previous customer and I have to make a slight price increase, it's definitely going to be in person. What if instead of explaining how your prices have gone up because of nonsense and it's going to cost her another 15 dollars you said something like this...?

(In person) Ms. Customer, I have great news for you. We at xyz carpet cleaners have recently crossed a major chasm in our industry. With extensive education, a wonderful network, and from continuous loyalty from clients like yourself; we've been able to position ourselves as the leading carpet cleaning specialist in (location). It hasn't been easy or cheap (Ha Ha). So to balance our additional expenses with our recent upgrades and success we've increased prices by 20%. But don't worry, not for you. Your loyalty to our company deserves you a preferred rate of only a 5% premium. Just say it's our thank you for your patronage (smile). Just OK the invoice here and... thank you very much.

This says the same thing as the previous paragraph but compliments the customer so much more. It shows value. The customer is getting a deal...even though it's just a sugar coated price increase.

Some of you guys are really on the ball.