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Discussion in 'Salesmanship' started by rob allen, Aug 28, 2013.
Rob...Do you sell a doormat like my Friends at Stanlee??
No. I don't want them to keep their carpets clean by wiping their feet before they come in. Heck I clean their existing mats for free but don't rinse the soap out so they will get dirtier faster.
Love that Bob!
No. I'm trying to quit.
My 2 cents...
I've admittedly gotten lazy and burnt out on "sales"... But when I was involved with the national chains that require numbers I've picked up a few things:
1) "I'll do it next time" - ever hear that before? For one they probably won't because it's usually a money issue. How I combatted that gem was remind them of their cleaning history... Next time might be 2 years from then and that's 2 more years of dirt and soils ON TOP OF the existing stuff. They at least pause to think seriously about it.
2) Extra Rooms - kind of going on with the "next time" thing... If they don't do it now then when? A few good things is to show them the difference at bedroom thresholds. Also, when mentioning the price for extra, it's "only" x amount more. Our minimum is $150... What's an extra $40 at that point? Price is relative.
3) Educating on cleaning intervals:
@ 1 year carpet and auto interiors clean and protect, mattress clean and sanitize
@ 2 years upholstery clean and protect and tile and grout clean and seal
@ 3 years draperies, blinds, etc
Anytime they do it over that the protection is usually worn off and I can't guarantee similar results to the last cleaning
4) You're not buying for them - Probably the thing I am most guilty of, but we are offering a product and it is up to the customer if they want it. If a lady wants to protect her 25 year old carpet it's her decision. Protection also helps with allergies... Don't make everything about aesthetics.
5) Another "leaving money on the table" item that requires no demos, labor and will help the customer out immensely... RETAIL! When the customer asks you "how do I spot clean this" why are you making her go out and drive and have Home Depot get YOUR MONEY! Tell me an extra $10 every job wouldn't add up for doing nothing but handing over a bottle.
Dang... That was more like 5 cents... And me without a nickel!
Sent from the best weather in the world... On an iPhone
You are absolutely right, SoCal. People SAY they clean their carpets every year but in reality it works out to more like every two years on average. So obviously you are "leaving a LOT of money on the table"! So thanks for reminding about...
One neat way we moved people into staying "on time" was with our monthly pre-paid "Stay Beautiful" program. The amount per motn was so small and then we would painlessly take it out of their checking account so they would just stay with us forever.
PS If anyone wants all the details on how to set up their own "Stay Beautiful" program just write me at stoburen@StrategiesForSuccess.com I'll email you the complete program and at no charge.
This is all great advice and I know I am leaving big bucks on the table, my problem is that I'm a one truck operation and I am already stressed about getting to my next jobs and usually just need to get going. I do end up setting appointments to come back for other work, but another trip is wasteful too. I really need to look at getting more help and possibly a second truck going, but not sure if I want all that headache either. Been mulling this over for quite a while now, being indecisive has always been a weakness of mine and it really holds me back. I remember back when I first got into this business, if my wife hadn't really nudged me to quit the job I hated and made the leap into owning my own gig, I would still be managing a retail store and hating it. I love what I do now, I like the money I make now...just scared to grow mainly because I'd be back managing people that don't really want to work, and possibly end up hating my job again.
Consider giving your clients a window of time when you will arrive, i.e. between 2 Pm and 4 Pm. That will allow you time to fill in with other work if it becomes available. You won't always be stressed about getting quickly to the next job.
You can also simply build in an extra 30 minutes or an hour into the schedule for each job. Now the pressure is to fill that extra 30 or 60 minutes with profitable work rather than pressure to leave quickly with money still on the table.
I'm a strong believer in leaving Home Spotters either for free or at a reasonable price. When she thinks clean she needs to think about me.
Do it FREE for years!
Reading this thread makes me realise (as I said elsewhere) just how complacent I have become. I will now book more time at each customers place to sell my add-ons.
One thing I learned from retail was to ask the question as though the client had asked it first so for instance, we used to say when they were at the cash register "WAS there anything else?" Emphasising the "WAS" and as if the customer had said to themselves, or us "what else do I want to buy?" We made countless sales at the register like this and I wonder if it can be utilized in our profession.
I use that line all the time when giving estimates. I go over the rooms/furniture to be cleaned then asked if there was anything else they want cleaned. I get something added all the time that way.
This is shaping up to be an epic thread. dont stop now guys! I like the "Retail" idea above. what are some other things we can sell aside from spotter? I do stone every chance I get I Think I should start carrying some stone cleaners for those clients they always ask what to use and where to get it.
I did think about buying a pail of sealer and splitting it into 1 pint bottles for customers to use to DIY their own grout lines.
Why is that a bad idea (assuming you mean the sealer?) i have no interest in doing it. I do plenty of tile AND grout but will not do grout only. I turned one away yesterday.
Yes Steve..was saying that giving the Custy a Bottle of Sealer is not a Good Idea..in my world anyway! You also Say you do Tile & Grout but will not do GROUT ONLY? When you do GROUT..the tile gets Cleaned by accident. Please tell me how you ONLY CLEAN Tile but NOT the Grout! Not Bustin' yer' Nuts Brah..Just like to hear where you're coming from?
Seal, not clean. I will clean all day long its better money than carpet. Sealing on the other hand I have no interest in. I will SEAL grout AND tile but not grout only.
Because customers won't clean it before they seal it... You can sell them the neutral ph tile cleaner to maintain their tile and grout without breaking down the sealant until you're back next year to service them though...
Sent from the best weather in the world... On an iPhone
"Protect your investment" is a powerful statement to the customer as most purchases must make financial sense.
Also we walk a very fine line of being high pressure used car salesmen without being high pressure used car salesmen. The best tactic to upsells is Giving them the option, Explain why the option makes sense and is needed to give it validity then they will make an informed decision. If that doesn't work break their knee caps with the carpet rake