Ok Steve and Scott, how would you have handled this phone call

[Brian_g]

That would probably be offensive to most people.

I have just flat out said "we'll I can tell you right now I'm not gonna be the cheapest or anywhere closest to it, but I can show you what you'll get with our price that makes us a great value, and we won't switch it on you later"

Did that actually work?

 

[Tron]

Welcome to 2013 and the age of instant gratification. I agree with Mojo in that I view my company from a consumer's point of view. Hell, I was bored and no longer interested in what you had to say to her after the first couple of questions. This is the information age. If you do not answer her question now she will find someone who will and he will be cleaning and making money while you masturbate with the concept of needing an in home inspection and sales call to convince her to use you.

You are a solo operator, your emphasis is on generating revenue not driving around hoping to. I quote over the phone, quit doing the in home audit routine years ago. Quote it...book it...clean it...bank it. This stuff of over selling a basic service such as carpet cleaning is an industry perpetuated myth by guys who think they are too good to clean carpets. The concept customers should over pay us for the privilege of us taking dirt out of their carpets ios gone in today's economy and consumer mindset. You can clean for these folks or come one here and whine about it.

And there's the death of the American dream... Kill over and die...

I'll quit this business before I operate like that.

 

[Tron]

Did that actually work?

It has, and its rendered the same "oh ok, I'll call ya back".

Not saying its the end all, but it has been helpful many times.

 

[ToddBenne]

And there's the death of the American dream... Kill over and die...

I'll quit this business before I operate like that.

That's because you have bought into the dream, or shall we call it the delusion, the industry gurus have fed you. There is nothing about what I said killing your so called American Dream. More of a reality check on today's times. This hyperbole of high prices, reaching critical mass, etc etc happens to probably less than 1% of cleaners in the industry.

Some of you guys spend way too much time trying to re-invent the wheel. Look at yourself Torrey. You have been in biz for 5-6 years. All that time and you still cannot decide on a company uniform look, earlier this year you had to make a post about how Ross was developing a marketing concept that would blow the industry apart, where is it? Logged on to TMF every waking hour and reaching 20, 000 posts. Five years and you are still a one truck operator.

Now look at Tom King in your market. He has been around for like 3-4 year, 4 full time trucks, 7 employees, et al. Look at Beeks. Two years in, mid level pricing(tiered pricing with one package of $25 per room) and he has two trucks full time, he is off the truck in the office etc. Take Will, he's at $20k per month and will net he says about $100k. You aren't.

As Kingjoel said, we are a commodity. Markets are driven by supply and demand. In 2013 there is an over abundance(supply) of cleaners and a weakening demand(people cleaning carpet less and less for various reasons). Look around any market in the country and you will see most companies are per room pricing and it works. Most multi truck operations are per room pricing and it works. Regardless of the type of business, eventually you need to emulate others to some degree to succeed. You can differentiate yourself by quality service, but this mindset of high prices as the line of separation between you and others is not going to work going forward.

 

[Mojo Rising]

ToddBenne ... nailed it.

"Quote it...book it...clean it...bank it."

 

[Todd the Cleaner]

Hey Brian_g I kind of understand where you are coming from. I do offer in home estimates if the customer wants it OR if the customer has a 4000 sq ft house looking to have a lot of work done. When someone calls looking to have 2 or 3 rooms done and you know it is going to be a minimum job or close to it, even under say $200, just give them an ESTIMATE over the phone and tell them you will give a firm quote upon seeing the work to be done.

I generally stick to the price I quoted on the phone unless I get there and there are red stains or pet stains needing pad extraction or something else requiring excessive labor. 95% of the time my price quoted is the same as the estimate given over the phone.

 

[Benjamin Doss]

Same exact advice I was about to post.

 

[Brian_g]

FYI, in the past I've have given prices over the phone, and then I never hear from them again. In fact, I don't think I've gotten a single move out job (where the renter was paying). I haven't tried fighting for those jobs. In my mind, I'm thinking the following facts don't seem to add to my long term business success:

1. One time customer.

2. Wants it done cheap.

3. Doesn't clean their carpet until they're ready to move out.


1. isn't necessarily true, a person could move in the same area and need their next apartment done too. But I guess I'm not sure if this will ever be a very profitable customer. Isn't there a point where everyone would be better off if they just rented a Rug Doctor.

 

[Troyster]

FYI, in the past I've have given prices over the phone, and then I never hear from them again. In fact, I don't think I've gotten a single move out job (where the renter was paying). I haven't tried fighting for those jobs. In my mind, I'm thinking the following facts don't seem to add to my long term business success:

1. One time customer.

2. Wants it done cheap.

3. Doesn't clean their carpet until they're ready to move out.


1. isn't necessarily true, a person could move in the same area and need their next apartment done too. But I guess I'm not sure if this will ever be a very profitable customer. Isn't there a point where everyone would be better off if they just rented a Rug Doctor.

renters don't care about maintaining a carpet anymore than they care about looking after their rental! they could care less! all they want is the cleaner who can do it cheapest so they can hand a receipt over too the landlord and get their deposit back! why should they care how clean the carpet comes out as they won't be living with it again! I will do rentals as I don't like turning cash away but I decided I won't do rentals till they move out! The smell of clothes in a pile, empty beer cans and open garbage bags make me want too gag! plus the fact they leave their crap all over the place and expect your going to move their crap and furniture for nothing! no thanks!

 

[1ST CHOICE CLEANING]

renters don't care about maintaining a carpet anymore than they care about looking after their rental! they could care less! all they want is the cleaner who can do it cheapest so they can hand a receipt over too the landlord and get their deposit back! why should they care how clean the carpet comes out as they won't be living with it again! I will do rentals as I don't like turning cash away but I decided I won't do rentals till they move out! The smell of clothes in a pile, empty beer cans and open garbage bags make me want too gag! plus the fact they leave their crap all over the place and expect your going to move their crap and furniture for nothing! no thanks!

I clearly lay out the rules when I schedule move outs.
1- rooms must be completely empty and vacuumed

2- I will not work while movers are there and everyone has to stay out of my way

3- I will be parking as close to the front door as possible

4- any additional charges will be addressed during pre walk through

5- cash or debit/credit payment only

 

[shane deubell]

That's because you have bought into the dream, or shall we call it the delusion, the industry gurus have fed you. There is nothing about what I said killing your so called American Dream. More of a reality check on today's times. This hyperbole of high prices, reaching critical mass, etc etc happens to probably less than 1% of cleaners in the industry.

Some of you guys spend way too much time trying to re-invent the wheel. Look at yourself Torrey. You have been in biz for 5-6 years. All that time and you still cannot decide on a company uniform look, earlier this year you had to make a post about how Ross was developing a marketing concept that would blow the industry apart, where is it? Logged on to TMF every waking hour and reaching 20, 000 posts. Five years and you are still a one truck operator.

Now look at Tom King in your market. He has been around for like 3-4 year, 4 full time trucks, 7 employees, et al. Look at Beeks. Two years in, mid level pricing(tiered pricing with one package of $25 per room) and he has two trucks full time, he is off the truck in the office etc. Take Will, he's at $20k per month and will net he says about $100k. You aren't.

As Kingjoel said, we are a commodity. Markets are driven by supply and demand. In 2013 there is an over abundance(supply) of cleaners and a weakening demand(people cleaning carpet less and less for various reasons). Look around any market in the country and you will see most companies are per room pricing and it works. Most multi truck operations are per room pricing and it works. Regardless of the type of business, eventually you need to emulate others to some degree to succeed. You can differentiate yourself by quality service, but this mindset of high prices as the line of separation between you and others is not going to work going forward.

Exactly

I would also add spazznout to the list, they just get it done.

Plus they are spending money on advertising which is a must if you want to grow.

 

[Ionic Fresh]

Brian, being in the same area like you (Michiana), we originally tried in home estimates and it was a total failure and we almost gave up on this business. We then started giving estimates over the phone for most inquiries and explained, that the technician, who is well trained and an expert will confirm final pricing after a walk thru inspection, on the scheduled appointment. When the price is bumped up by the technician due to discovered problems which were not disclosed over the phone, most customers end up paying due to the fact you are already there, and wanting it done so that they move on to other issues. We take all kinds of customers, it does not matter if they will become repeats, good or bad neighborhoods etc . All we want is the $$$. You will be surprised just how wealthy some of the price shoppers are. You just need skills to get some of that extra $$$ out of them. I will soon be calling on you to meet up to share a few ideas.

 

[Spazznout]

That's because you have bought into the dream, or shall we call it the delusion, the industry gurus have fed you. There is nothing about what I said killing your so called American Dream. More of a reality check on today's times. This hyperbole of high prices, reaching critical mass, etc etc happens to probably less than 1% of cleaners in the industry.

Some of you guys spend way too much time trying to re-invent the wheel. Look at yourself Torrey. You have been in biz for 5-6 years. All that time and you still cannot decide on a company uniform look, earlier this year you had to make a post about how Ross was developing a marketing concept that would blow the industry apart, where is it? Logged on to TMF every waking hour and reaching 20, 000 posts. Five years and you are still a one truck operator.

Now look at Tom King in your market. He has been around for like 3-4 year, 4 full time trucks, 7 employees, et al. Look at Beeks. Two years in, mid level pricing(tiered pricing with one package of $25 per room) and he has two trucks full time, he is off the truck in the office etc. Take Will, he's at $20k per month and will net he says about $100k. You aren't.

As Kingjoel said, we are a commodity. Markets are driven by supply and demand. In 2013 there is an over abundance(supply) of cleaners and a weakening demand(people cleaning carpet less and less for various reasons). Look around any market in the country and you will see most companies are per room pricing and it works. Most multi truck operations are per room pricing and it works. Regardless of the type of business, eventually you need to emulate others to some degree to succeed. You can differentiate yourself by quality service, but this mindset of high prices as the line of separation between you and others is not going to work going forward.

Torrey

I luv ya bros.
But Todd hit it on the head.

Think about it for a minute.

 

[Tron]

That's because you have bought into the dream, or shall we call it the delusion, the industry gurus have fed you. There is nothing about what I said killing your so called American Dream. More of a reality check on today's times. This hyperbole of high prices, reaching critical mass, etc etc happens to probably less than 1% of cleaners in the industry.

Some of you guys spend way too much time trying to re-invent the wheel. Look at yourself Torrey. You have been in biz for 5-6 years. All that time and you still cannot decide on a company uniform look, earlier this year you had to make a post about how Ross was developing a marketing concept that would blow the industry apart, where is it? Logged on to TMF every waking hour and reaching 20, 000 posts. Five years and you are still a one truck operator.

Now look at Tom King in your market. He has been around for like 3-4 year, 4 full time trucks, 7 employees, et al. Look at Beeks. Two years in, mid level pricing(tiered pricing with one package of $25 per room) and he has two trucks full time, he is off the truck in the office etc. Take Will, he's at $20k per month and will net he says about $100k. You aren't.

As Kingjoel said, we are a commodity. Markets are driven by supply and demand. In 2013 there is an over abundance(supply) of cleaners and a weakening demand(people cleaning carpet less and less for various reasons). Look around any market in the country and you will see most companies are per room pricing and it works. Most multi truck operations are per room pricing and it works. Regardless of the type of business, eventually you need to emulate others to some degree to succeed. You can differentiate yourself by quality service, but this mindset of high prices as the line of separation between you and others is not going to work going forward.

I can absolutely agree with a lot of that.

I'm just not gonna water down the value of what we do so bad like your original post was referring.

This has been a lot of work in progress. And yes the first 3 years of biz I look back on when I was 24 years old, I was spinning my wheels. I've since in the last two years figured a lot out. And one thing for sure is I'm not gonna have the story about how I've been slaving the wand for 30 years and can't find good hires. Lol

I think you've really misunderstand the situation. Like i have any apprehension about being where I am at 29? Good grief.
This is a great industry. And in the last year of real progress from a new mindset that I've gotten from listening to the "delusional" Guys at SFS and other places (which FYI is where Tom got all his info too and continues to work with them) I have now made some great advancements. One guy is full time with me doing residential cleaning and is ready to go solo soon as I have the tm being built in Texas delivered in sept. another guy working my commercial accts at nights. And immhoping with the right marketing I can have the good enough flow to have a second residential guy this spring.

So I think we may be more in tune than you think on some matters, but on others like us being a commodity I guess it's a differing opinion. Obviously it's not gonna be a worthwhile argument here. I'd much prefer to make progress forward than get drug into semantics.

 

[Tron]

And don't try to guess what I make lol. 100k isn't much for a full fledged tm setup.
This is only one thing I do, be it the main one.

 

[Jpais]

I will agree that consumers treat us like a commodity. That's how they view us. That's why they buy daily deals and then get sticker shock at how much it is to add more rooms or a pet treatment or a rotary scrub. People think that every thing is included. Is it in the customers best interest to get a bid before cleaning? Yes. Why? Because it doesn't surprise them when they will need to pay more than the special entails. Problem is that there is no sense in doing business with audits. I don't mind doing free room cleanings, because they get a sample and if they want an estimate I can give them one.

The sad truth is traditional marketing works. People don't read as much as wed like to give them credit. They want to be entertained and given an offer.

Spazznout is right when he harps on traditional marketing working. The problem is that some ValPak firms don't limit the amount of competitors enough to make advertising with them a sure enough thing because you split too much of the pie.

I have found that as carpet cleaners we have it ass backwards. We want to jump into residential cleaning first and then do commercial.

I have a lot of respect for Torrey because what he is doing works but it could be better as could all of our marketing.

I think if it like this... I would rather model my company after COIT than any other CC biz out there. Why? Because they target their clients effectively and they retain. Smart franchise. But the truth is you can combine the approachs used by successful companies to be successful.

 

[kingjoelking]

By the way earlier when I said we are a commodity I was referring to rental move out jobs.

We are not a commodity to a homeowner. We are skilled labor and worth the extra investment to a homeowner. It's up to you to make that message clear to a homeowner.

To a rental moveout you may as well be selling toothpaste. There is no such thing as brand loyalty for a moveout clean.

To a homeowner you are selling long term clean, on time service, proper drying times, odor removal ........................ You are selling your brand.

 

[rob allen]

By the way earlier when I said we are a commodity I was referring to rental move out jobs.

We are not a commodity to a homeowner. We are skilled labor and worth the extra investment to a homeowner. It's up to you to make that message clear to a homeowner.

To a rental moveout you may as well be selling toothpaste. There is no such thing as brand loyalty for a moveout clean.

To a homeowner you are selling long term clean, on time service, proper drying times, odor removal ........................ You are selling your brand.

I agree Joel. Commodity can be overcome with move outs with a degree of work. But with appreciative homeowners who deal with the lowest level of service being provided in our industry we become a necessity.

I can't tell you how many people have told me through the years how much they need us. Why? because we deliver over the top service and mind blowing quality. Try finding that with any service these days. I have only found a few and I feel I not only need them but can hardly live without them.

 

[Johnny Bravo]

Exactly

I would also add spazznout to the list, they just get it done.

Plus they are spending money on advertising which is a must if you want to grow.

Shane, you're back Good to see you here again.

 

[rob allen]

Shane, you're back Good to see you here again.

Agreed Johnny. Always enjoyed his snarky and informative posts.