5 Ways to Never "Leave money on the table"

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aloha one

Scrub a DUB DUB!
Feb 17, 2009
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Dave Moonan
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#21
My techs are paid commission. Yet often I see them leave money on the table. I have to drill it in their heads. Some get it,some don't. But as business owners we need to "make every job count". A lot of work and money goes into turning a lead into a paying client,from the phone call to the appointment to actually showing up at the door. Here are 5 ways cleaners leave money on the table;

1) Protector - So many cleaners NEVER ask clients for protector. Why? Blows my mind. I figured out why though. They don't believe it works. To sell something you must believe in it. If you don't believe it then the client sure isn't going to either. So what can you do? You must convince yourself.But how? Get a good brand protector. Get some paper towels and treat one piece. Run it under water. Then dip it in juice or wine. It should repel. And then you just make samples and show the clients. Here is the clincher,ask them this magic sentence..."Mrs Jones,would you like me to replace your protector for you today?" So ask,then make them believers and make more money!

2) Pet Urine - If you don't have a UV light by now then you are missing out. A good,high quality UV light is like an ATM machine. When clients see urine stains they want a solution and fast. That's your job to solve their problems. You should have a few stages of urine treatment. You should have proper deodorizers,a sub extraction tool and a little bit of padding around. Stage 1 we charge 75 for. Stage 2 is half the price of cleaning and stage 3 is 1-3x's the cleaning. See why I call the UV light an ATM machine?

3) Tile & Grout - More homeowners are moving to hard surfaces than ever. You better be moving towards it too. It's so easy to add 100-200 to a cleaning ticket. Like I said,work them a package deal. Start off by offering a free demo in the kitchen. Whip out that spinner and clean a small area and watch her eyes light up. Offer a package price,clean it and collect big check! (If you have good chems (like Tilemaster) you DON"T need a spinner,high pressure or high heat.) ;)


4) Furniture cleaning - It amazes me how many cleaners never even suggest furniture cleaning. I always do. Your already there. Work them a package deal. But first show them the benefits. How? Demo again. Take a damp towel and some home spotter. Rub against the areas like arms and head rests and show the client. You and her will be amazed. Mention how soils,oils and bacteria builds up. You will see your furniture sales explode!


5) Rug Cleaning - Area rug cleaning has a larger curve but it's still not rocket science. So many are scared of them but let's face it. They don't have the fancy rug cleaning equipment in the Middle East. They just lay the rugs on an incline,get some soapy detergent and scrub a dud dub. You really don't need to do much more except when you have urine. Of course you must test the rugs and use a dye stabilizer. But then just like a toilet,flush it,clean it and dry it. Collect check. Best to take to your shop or coop with a shop that specializes in rugs. But it's no sin to clean a rug top down. Just have some good chems on the truck,cut the heat and pressure down and get her done! :p


This is just 5 areas. There are many more like carpet repairs,water damage,garage floor cleaning,wood floor restoration,duct cleaning,color sealing and much much more. Now don't get me wrong. You should never oversell. Just suggestively soft sell. Don't let fear take over. Just ask at every job. Absolutely NEVER oversell,be aggressive or have a bad demeanor. If so you will never be back. People want to be sold "useful" services. Never sell something someone doesn't need. If you can prove to a client they need something then they are more apt to buy it.

Remember these two sayings;

1) Timid salesman have skinny children

2) A presentation without a demonstration is just a conversation.

Think of these and never leave money on the table again!!

Rob
Rob...Do you sell a doormat like my Friends at Stanlee??
 

rob allen

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#22
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. :D
 

rob allen

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#23
I will never forget the first time a customer asked me if I knew anybody that cleaned furniture! I mistakenly thought they all knew what we did. Rest assured - that was that last time anybody ever had to ask me that one!
Love that Bob!
 

rob allen

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#24
Sep 7, 2013
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#25
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
 

Steve Toburen

Strategies for Success
Jul 15, 2008
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#26
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.
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.

Steve

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.
 

groutguy

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Mar 9, 2008
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#27
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.
 

Scott W

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#28
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.
 

rob allen

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#29
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
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.
 

aloha one

Scrub a DUB DUB!
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#30
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!
 

Bexiesbruv

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#31
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.

Bex
 

Responder

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Chaim Kessler
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#32
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.

Bex
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.
 
Aug 1, 2012
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#33
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.
 

Bexiesbruv

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#34
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.
 

Bexiesbruv

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#36
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.
 

aloha one

Scrub a DUB DUB!
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#37
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?:rolleyes:
 

Bexiesbruv

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#38
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.
 
Sep 7, 2013
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#39
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.
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
 

Joe Kennedy

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#40
"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 :)
 

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