Stop “looming” over your customer!
Respecting personal space is a no-brainer for anyone who works in the customer’s home. But just what do we mean by “respecting” this space? Steve demonstrates one factor.
in the home script
“Seeing” is selling…
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…
Can you impress your client with a flashlight?
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 let ’em get away!
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.
Give your clients multiple chances to buy ‘Additional Service Options’!
There is nothing more profitable in our cleaning and restoration industry than re-applying carpet protector. Agreed?
How to close the deal in a video chat ‘pre-inspection’.
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?
Tuning up your ‘Front Door Routine’
So you’ve arrived on time, introduced yourself and you’re even wearing your photo I.D. badge. Now what?
Step-by-step BEFORE you knock on the door!
You must control the “company routine” you (and your techs) have with each client. Because customers LOVE consistency!
A 5-Step “PreInspection Format”
Follow this 5-step Preinspection Format the first time you price any job to increase sales and make more Cheerleaders.
‘Pre-inspecting’ vs. ‘Immediate Pricing/Booking’
Keep BOTH options open by asking your caller “Qualifying Phone Questions”
Punctuality implies not being too “early”…
It can be ohhh so tempting to be over zealous in jamming one more job into the morning or afternoon. Even if it means sacrificing true “punctuality”.
Back to Basics with “Service Systems” (part 2)
Service Systems “make it easier to do it right than to do it wrong” for you and your techs!
How to get paid BEFORE your client “disappears”
Making the Cheerleader is your prime objective but if you don’t get paid it doesn’t feel quite so good!
Show me the money! – 1
After you finish the job your customer now has “possession” of your completed service. BUT they also still “have your money”! How does a cleaner get paid … ?