What’s your take on up-selling? | TruckMount Forums #1 Carpet Cleaning Forums

What’s your take on up-selling?

rob allen

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Seems when I ask cleaners I get many answers to this question. Maybe we can come to some sort of consensus. So what’s your take on up-selling?
 

Dream Clean

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Don't be pushy. Don't sell what they don't need. Just offer what you have and let them decide. And be honest when they ask how well it works or if they really need it.

If I'm doing a yearly wash on some clean carpets that hardly see any traffic, that's that. If I'm doing a smelly house with 5 kids and some pets that like to have accidents everywhere, you know I'm going to go for the carpet protector, deodorizer, and urine treatment.
 

mrotto

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once we got employees, we had a custom receipt made which has a line item for all our services (at that time it was Carpet Cleaning, Upholstery Cleaning, Protector and Odor Removal) then there were two blank lines for things we could fill in as needed. We just filled in each line and let the customer pick which ones they wanted. Kinda like putting a menu in front of them. So there was no upselling per se.
 

Jim Davisson

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Don't be pushy. Don't sell what they don't need. Just offer what you have and let them decide. And be honest when they ask how well it works or if they really need it.

If I'm doing a yearly wash on some clean carpets that hardly see any traffic, that's that. If I'm doing a smelly house with 5 kids and some pets that like to have accidents everywhere, you know I'm going to go for the carpet protector, deodorizer, and urine treatment.


^^^^ this nails it

Honesty and genuinely needed suggested add ons have gotten me more repeats and referrals than anything.
 
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OxiFreshGuy

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Same, honesty and genuine. I actually made a lady cry the other day, she lived in low income housing and had already been burned by Oxi Fresh. I knocked money off her bill and gave her a free bottle of Unchained. So I upsold her for free lol
 

Dream Clean

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^^^^ this nails it

Honesty and genuinely needed suggested add ons have gotten me more repeats and referrals than anything.
At my first job carpet cleaning we got some pretty great commissions on upsells. Average 10% of anything you sell and the top seller for the month gets another 10% of their whole month total. For a few months it was a constant battle between me and another guy for top spot, but I refused to let him win because he used high pressure sales and intimidation and lying to get them and I was a genuine nice guy. It got to the point most people were between 400 and 800 for the month and we were both hovering around 3000. Scary how much he got from being dishonest.
 
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brian3180

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I would offer carpet protector but felt indifferent about it and stopped. I loved the higher tickets and profit but was unsure if it was a working solution to the problem.
 

OxiFreshGuy

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I would offer carpet protector but felt indifferent about it and stopped. I loved the higher tickets and profit but was unsure if it was a working solution to the problem.

Here's my experience, it DOES work, question is for how long? Nylon is more absorbent and has bigger acid dye pockets so it works for a long time. Polyester ? It works until you clean it, then it's gone.
 

brian3180

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Here's my experience, it DOES work, question is for how long? Nylon is more absorbent and has bigger acid dye pockets so it works for a long time. Polyester ? It works until you clean it, then it's gone.

Which do you use?
 

TillertheJohn

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My $.02 is you gotta have it to offer but at least know what kind of carpet the customer has to support your recommendation.

Talk with them their plans for the flooring. Nylon gets a bigger recommendation most cases than poly/olefin. But leave it to customer to decide. Each situation is different,.
 

OxiFreshGuy

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Which do you use?

I've used ScotchGard, Teflon, and Rob's brand. I prefer Rob's brand quite honestly, it has the least offensive smell, better dilution ratio than ScotchGard, doesn't seem to have black moldy looking crap in it when I open it, and hasn't gunked up my sprayers. Also tested well on the carpet samples.
 
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brian3180

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I've used ScotchGard, Teflon, and Rob's brand. I prefer Rob's brand quite honestly, it has the least offensive smell, better dilution ratio than ScotchGard, doesn't seem to have black moldy looking crap in it when I open it, and hasn't gunked up my sprayers. Also tested well on the carpet samples.

Do you use an in-line sprayer or pump up? Dedicated sprayer? Thanks.
 

OxiFreshGuy

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I prefer using a battery sprayer like the 3M Multisprayer (but I'm looking for something cheaper). It sprays a consistent 75 PSI, and the fan/atomization of the spray is perfect. The only downside is it tends to drip out of the wand a bit when not using it.
 

Dream Clean

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I prefer using a battery sprayer like the 3M Multisprayer (but I'm looking for something cheaper). It sprays a consistent 75 PSI, and the fan/atomization of the spray is perfect. The only downside is it tends to drip out of the wand a bit when not using it.
Could you put a check valve on the wand?
 

GoClean

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once we got employees, we had a custom receipt made which has a line item for all our services (at that time it was Carpet Cleaning, Upholstery Cleaning, Protector and Odor Removal) then there were two blank lines for things we could fill in as needed. We just filled in each line and let the customer pick which ones they wanted. Kinda like putting a menu in front of them. So there was no upselling per se.
Excellent idea and approach!