Hi,
Totally new to the industry, but I found this message thread very interesting.
It seems that the argument about price vs value also rages on in this industry - as it does in others.
I appreciate that I am new to this particluar industry, but I firmly believe that value (as seen from the customers perspective) is almost completely unrelated to price.
I would expect that the customer would be looking primarily to having their issues and concerns regarding the proposed job sorted out.
eg: If a carpet cleaner was called in to examine a potential job, and it was clear upon questioning the customer that their main worry was that nasty looking stain near the entrance. Then I propose that even if the whole area was cleaned to a so-so but acceptable standard - but if the stain was totally gone - that the customer would be elated with the whole job.
However, if the entire house had been cleaned to clinical standards, but if the stain remained - even partially, that the customer would be less impressed with the final result.
When customers receive what they believe to be more than they expected, through both the work carried out as well as the entire process pre and post the job, then they see value.
So, if you people are equally good at the job. Use the same equipment and chemicals etc and end up with the same visible result, I still suspect that the customer will decide that the 'better or even much better job' was performed by the cc that treated them with diginity and listened carefully to what their real concerns were.
The other cc, though equally good at going the job, may not have made as much effort with his 'customer care' and therefore may end up penalised in the customers mind - or even deemed not as professional.
Anyway, those are just my thoughts regarding this difficult issue.
BTW: Thanks for this great place. I have spent hours reading and learning much from all your contributions. One day I hope to be able to add to the knowledge.