Clean It Up
UK Floor Cleaning Forum => Carpet Cleaning Forum => Topic started by: kinder clean on August 09, 2011, 01:03:58 am
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I've been on a few american forums and noticed how they take selling protector very seriously, some claim to make between 20 - 35% of their income from selling protector.
I think a lot of customers see carpet protector as some kind of a con, something that doesn't really work. They need convincing of the benefits.
I've come accross a couple of things on the tinterweb.
A simple, but very effective visual demo this one, immediately shows the benefits.
Video on youtube:
http://www.youtube.com/watch?v=huavT3QaT70 (http://www.youtube.com/watch?v=huavT3QaT70)
Wonder if it works with a normal business card or whether it has to be special blotting paper, i'll have a try tomorrow.
I also came accross this chemspec newsletter about up-selling carpet protector ( notice they mention protecting synthetic carpet tiles, I always thought the carpet needed to have some wool content? )
http://www.chemspec-europe.com/shop/shopimages/Nov10ProtectorSeason.pdf (http://www.chemspec-europe.com/shop/shopimages/Nov10ProtectorSeason.pdf)
My tip would be to use the Scotchgard brand name, 3M spent millions making it a household name, use the scotchgard name with a good visual demo. ( Scootchgard is sold in 5ltr tubs now, so better value than the previous american 3.78 tub )
Whats your top tips?
Paul
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Its not a special blotting paper
You can also demonstrate with a good quality kitchen towel
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Paul,
Further to the video on you tube ashbys actually sell the cards already done http://www.carpet-cleaning-equipment.co.uk/demo-dip-cards-for-ashbys-stain-guard-stainguard-pack-of-100-p-749.html (http://www.carpet-cleaning-equipment.co.uk/demo-dip-cards-for-ashbys-stain-guard-stainguard-pack-of-100-p-749.html) but has their info on it so dont know if that would be a problem for you? I saw another company doing the same thing the other day and cant remember who it was now....
As it is just blotting paper we were going to give it a go ourselves. We were also going to do some kind of cross over promotion so have your rooms cleaned and get them protected at x% of the normal price.
Vickie
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I did this a couple of weeks ago, using kitchen towel...
http://www.youtube.com/watch?v=rx0ADvprnok
My personal view is that people can relate more to kitchen roll as normally it is so absorbent.
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I'm not keen on selling protector willy-nilly purely to make money when the truth is most carpets just don't need it as most modern carpets are extremely stain repellent in their own right. Proof of that is that is that there are few and far between carpet you can't clean to almost new.
We used to apply scotchgard under licence for a year or two and we had more complaints in that period of time that we had in the previous 20 years. Why, because the product is often oversold and only protects against some, not all stains. Plus, people even think it stops your carpet from getting dirty and then complain when it does. It is worth remembering that your reputation rides upon that product doing what you said it would do - if it doesn't, you've lost a customer. :o
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Fair point.
I tend to push it when I really think it needs it, for instance, white cotton upholstery.
I have come across people applying it to polypropylene carpets which is a bit naughty.
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They do a similar product for cars, and when I was in the trade some salesmen would treat their ties, then dip them into a cup of coffee in front of customers! I used to push it to people with youngs kids, or dogs (people with dogs, not to the dogs..)
Ash
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If you do some tests you'll find even on polyprops the protector does give a measure of protection esp if its an older carpet as it puts a coating on the rough fibres that become abraided with use, and stops these from trapping dirt and stains, do you a test on your own carpets and you will see it makes a difference.
I normally explain this to the customer then its their choice whether they have it or not, normally about 50% take it.
Regards
Steve
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A lot of people see it as a way of increasing the sales ticket and therefore apply it regardless of whether or not the customer or the carpet actually needs it. The risk is that you do a great job of cleaning the carpet and then sell protector which then doesn't perform as you told them it would and they then judge you for that.
If a customer asks for it we suggest they wait until their carpet has been cleaned, if it cleans up like new, which nost do, they don't need it. People really appreciate honesty and professionalism and not just blatant money grabbing. To build a succesful business you need people to trust you as a professional, if they do they'll come back to you for years to come. A short term gain can lead to a long term loss.
Simon
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And if it dosent clean up like new they are hardly likely to buy it either!!
Mark
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Which gives you the opportunity to tell them they would be wasting their money and thereby gain some serious credibility.
Simon
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I agree that being straight and honest with customers is always best. I would always tell customers the product doesn't make a carpet bulletproof but can give you that all important time to get any accidental spills removed that might otherwise become permanant stains.
It seems some cleaners dont have much faith in the product, is it your belief the product doesn't actually work?
Selling a brand name like scotchgard should be looked at if you want to increase profits. I don't think there is any need to feel like it's a bad thing to do.
If i put a coat of polish on my van (once in a blue moon) i'd expect it to protect against sun fade and salt, but if it got hit by an 18 wheeler truck I wouldnt b calling halfords and asking for my money back.
Don't bull***t and oversell the product, but we are in business to make money afer all.
Paul
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Im led to believe that when stainguard is applied it renders the carpet unusable until the product has cured,is this the case?
Its for this reason that I never try to upsell the stuff.
I protected my first carpet today in 12 months fulltime CC and only did it as the client wanted it doing.I tried to talk her out of it as the carpet was a total mess full of Vanish stains.
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I did this a couple of weeks ago, using kitchen towel...
http://www.youtube.com/watch?v=rx0ADvprnok
My personal view is that people can relate more to kitchen roll as normally it is so absorbent.
The power of video. Excellent mate!
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It seems some cleaners dont have much faith in the product, is it your belief the product doesn't actually work?
Paul,
I agree with much of what you say, however in my view protectors are often over sold to people who just don't need it and that is deeply unprofessional, especially with some of the exaggerated claims made in order to make the sale, leaving the client believing their carpet is all but bullet-proof. We did three years with scotchgard and had many complaints because it didn't do what they thought it did and now we only apply it if the circumstances suit and refuse to do it otherwise. Just my view.
Simon
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The power of video. Excellent mate!
Thanks
I still held my breath when I poured the tea onto the treated section ;D
I like the testimonial videos on your site. Very persuasive. Must start taking the camera to all jobs.
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Nice touch Garry.
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Totally disagree Simon.
I have sold protector very regularly for 10yrs now, and in all that time I have not had one single complaint. Thats because I sell it correctly as opposed to your assumption that it is often oversold/exaggerated by cc's.
People who dont sell it are either afraid to offer it through not knowing how to (unconfident), or just dont believe in it. Either way is fair enough.
Mark
p.s. I go back to custys I have protected for, time and time again by the way.
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Mark,
Totally respect your view.
Simon
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I think that normal people cold not afford the extra money for protectors, but they do not realize this could be very big saving in case of an accident...
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The power of video. Excellent mate!
Thanks
I still held my breath when I poured the tea onto the treated section ;D
I like the testimonial videos on your site. Very persuasive. Must start taking the camera to all jobs.
It's a shame you have your website details on it otherwise Id have pinched the video for my website :D :D
I'll do my own but cant promise that it wont look v similar to yours so dont go suing me!! :D
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We only have a clean & protect price for domestic customers.
I only have 1 though.