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?
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.
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.^^^^ this nails it
Honesty and genuinely needed suggested add ons have gotten me more repeats and referrals than anything.
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.
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.
Could you put a check valve on the wand?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.
Excellent idea and approach!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.