Our Strategies for Success members are focusing more and more on gently offering residential customers the OPPORTUNITY to spend more money on your carpet cleaning products during the cleaning job. (Sounds good to me!) BUT never let your desire for profits lead you into misleading the customer on just how effective any carpet protector will be. For example …
Scotchgard is a great, proven cleaning product. Properly applied (by you) and properly maintained (by the Homeowner) it works well. But remember you aren’t interested in just a “quick and dirty” sale to put a few bucks in your pocket. You are focused on developing a lifetime relationship by creating a Customer Cheerleader. So be sure the Homeowner has realistic expectations of what Scotchgard can do.
Your sales presentation should follow the old expression, “up-sell and then down-sell.” In other words, get the customer’s approval on the Scotchgard application first by using our great Scotchgard up-sell script and the Scotchgard applicator success kit. Then “temper their expectations” by cautioning your client on what Scotchgard won’t do. Here’s some ideas:
1. “Remember, we’re not promising your carpets will stay clean forever.”
2. “Of course, Scotchgard won’t prevent spills, but they should remove easier. However, some spills may still stain permanently.”
3. “Proper maintenance, such as regular and thorough vacuuming, is VERY important for Scotchgard to perform properly.”
4. “We still encourage walk-off mats, taking your shoes off at the front door, etc. since Scotchgard is not going to prevent tracked in dirt.”
Remember the old expression, “under promise, over deliver.” In other words, you’ve already got the Scotchgard sale, now it is time to lower the possibly unreasonably high expectations of the Homeowner with these points.
P.S. If you are not currently offering Scotchgard (or any other carpet protector) as an add-on option, PLEASE reconsider. This is a legitimate value for the customer and easy extra dollars for your pocket! You can even go the extra stretch and gift or offer at a modest price a customized bottle of Scotchgard for them to use in re-application. Now that is a smooth way of helping your customer remember you and your services.