The “Great Recession” has made it “fashionable to haggle”! Here are some thoughts on how to handle value-conscious customers and the other “can you beat this price” shoppers that inevitably are going come your way.
You’ve surely heard the old saying: “You discover the problem and point it out to the client- they still ‘own it’. But when they find it and complain about it to you- now you ‘own it’!” Here’s how to make this into a system in your company.
Words are powerful. Steve illustrates how a simple change of phrase will get you the credit you deserve!
Improve your face to face time with clients. Make your great service even better by providing information that the customer can appreciate and use.
Steve shares his tips on avoiding the needless and time-consuming “discussions” with the customer on how the work area should be measured.
Become an expert consultant sincerely interested in solving your client’s problems and they will respond by becoming loyal (and very profitable) Cheerleader Customers.
When first meeting a prospective customer you must “break through” their skepticism. After your contact gives you a tour and shows you their “areas of special concern” simply ask this key question…
Home owners decide if you have done a good job or a bad job based on how they FEEL about you. So the more “care and concern” you show for their home the better. Steve shares a neat little “prop” that helps you create Customer Cheerleaders!
Don’t get tripped up with price quotes, keep the conversation going with my two-step “How much?” reply. Here’s how it works…
Carpet cleaners all over the world fall into the old “just gimme an estimate” trap with potential carpet cleaning customers. Fight back with this simple change in terminology …
You’ve done a great job. The carpets sparkle and your customer is delighted. Now cap this job off (and create a Customer Cheerleader!) by explaining how her home can stay clean longer …
Your client is on the verge of giving you a firm “NO”. Steve’s suggestion … postpone that final decision until later.
An Oregon water loss carpet expert struggles with being completely up front with the homeowner of a water damaged home versus the customer’s desire for “Immediate Action”. Guess who wins with Steve?
The customer wants “to consult” with their spouse. In reality they have a price objection. Here’s how to get price out in the open and still make the sale.
We now are living in the ‘no contact’ world of COVID-19! Home owners don’t want contact with anyone! How are you going to close the sale?