Clean It Up
UK Floor Cleaning Forum => Carpet Cleaning Forum => Topic started by: wynne jones on August 31, 2011, 08:24:28 am
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What is your approach to getting the business when you go in to quote?
Very structured and methodical or just go with the flow?
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I go with the flow,hate being hard sold too,so I just tend to let the customer take the lead,everyone is different though,so I adapt to what I think they are looking for.Tend to sign most home visits I quote on
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If i do a house quote i also just go with nthe flow and see how it goes when i go to the house..
I try and answer all there questions and any problems they are concerned about with the cleaning.
Then decide if i want the job ;D
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The old cliché "First impressions last" should be remembered. When I turn up to quote I always where my well pressed uniform, as I do when I turn up to any job. Once I have met and greeted the prospect with a cheery smile and shook hands, I start to either take my shoes off or put my over-shoes on.
Women especially like to be told their sofa, carpets, décor or pictures are very nice as they love a compliment. I was told this years ago and thought that the person who told me was barmy... ;D But it certainly does no harm.
With regards to pricing, I always watch for the expression when I tell them how much it is going to cost. I had one the other day who did the "Plumber's teeth sucking" action and shook her head. But I told her that we didn't charge VAT on top of that and she seemed to be happy at that point... :-\
Another good point, use the words "We" and "Us" when you're mentioning what you will do for them, they'll get the impression you're a bigger firm and for some reason, this gives them confidence.
I must say that it is very rare that I lose a job when I go to quote, I do get on with people in general and I think that this really helps. But if you are one of a couple or three of carpet cleaner's out to quote, NEVER even mention them. If you start saying "So and so uses a crap machine and Daz on your carpets!" you will come across as desperate. Instead, concentrate on "Bigging" yourself up and make them realise that they can trust in you and your work 100%.
I do get it where I know that me and the customer are never going to get on, I had one several weeks ago and I really had to bite my tongue because of her sheer rudeness. But I still, somehow managed to get the job and she actually ended up being really happy because I'd exceeded her expectations. With people like that there are no hard and fast rules, just hope that luck is on your side and they aren't an axe murderer.... ;D
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Another good point, use the words "We" and "Us" when you're mentioning what you will do for them, they'll get the impression you're a bigger firm and for some reason, this gives them confidence.
Have to disagree with you on that one mate :) Using "we" and "us" makes the customer uncertain about who is coming to do the work.
Right from the first contact you have with the customer, you're building a personal relationship with them, so they will be building up trust for YOU and becoming comfortable with YOU coming in to their home to work. To suddenly throw in the suggestion that some other unknown person(s) may be involved will cast doubt in their minds.
I make a point of stressing that it is me who owns the company and me who does the work because it reassures people. I very often get asked if anyone else is coming to do the work, and my reply is something along the lines of "I wouldn't trust anyone else with your valuable carpets/upholstery" or something equally as cheesy :P It just gives them confidence.
However, commercial work is a different kettle of fish, sometimes you have to give the impression of being bigger!
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Another good point, use the words "We" and "Us" when you're mentioning what you will do for them, they'll get the impression you're a bigger firm and for some reason, this gives them confidence.
Have to disagree with you on that one mate :) Using "we" and "us" makes the customer uncertain about who is coming to do the work.
I see your point, Jim. Maybe I'll change that particular tactic on the basis of what you have said, it does make sense. :)
Thank you...
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You know it makes sense Rodders! ;D
But seriously, I used to use "we" and "us" but found since switching over to "I" and "me" that it fosters a much more personal relationship.
Why not give it a go, see what works for you!
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Just bought two new front tyres.
As I was sitting there waiting for them to be fitted customers kept coming in. They all pretty much asked for the cheapest tyre etc and when they said yes the guy (typical grease monkey, not a salesy type) gets a form out, started asking questions. Like me, the custy looked a little frustrated at this point, but the guy just kept on getting more information. Then he shows him the form with a lot of check boxes on it and just calmly went through it. Would you like our basic or computer based tracking? Would you like us to dispose of the old tyre? Can we do a free health check for you sir whilsts it's up on the ramp......and it went on.
Now as you think about that I'm just wondering whether the grease monkey with a form and no sales ability is going to get better and more consistent results than when we go in and try to remember all our matching sales points, upsells, add on, price levels etc etc. I don't know about you but when I'm tired, running late, not in a good mood etc etc all that stuff goes out the window, but I think I've still done well so long as I don't walk away empty handed.
So is your quoting form all about measurements, condition etc or does it also aid you through the sales process?
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Funnily enough every one of the in house quotes
I've lost, and it's not many, have been when I've
been either called over whilst leafleting or been
asked whilst working in the vicinity.
I think every in house quote I've booked on the
phone I've got.
As for pricing I always ask them what their budget
is and try to meet it.
Think Jim's right about using "I" rather than "we" been
asked a few times if it will be me coming or an employee.
John
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So is your quoting form all about measurements, condition etc or does it also aid you through the sales process?
What quoting form?! Sometimes I even forget to write the actual quote out!
I just go in and have a conversation :)
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I always say "Hello Missus that's a lovely blouse you're wearing" works every time ;D
Shaun
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I always say "Hello Missus that's a lovely blouse you're wearing"
Perhaps a tad better without... :o
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I always say "Hello Missus that's a lovely blouse you're wearing" works every time ;D
Shaun
Not listening to you anymore. >:(
Tried that today and the bloke knocked me out cold! ;D
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Shouldn't have said "Frock" I knew that you'd get mixed up ;D
Shaun
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So is your quoting form all about measurements, condition etc or does it also aid you through the sales process?
What quoting form?! Sometimes I even forget to write the actual quote out!
I just go in and have a conversation :)
Well me too Jim. I have it down pat verbatim in my head, what to say, what to ask for etc. and it seems such a ball ache to go in and go through everything when you can just have a chat, hopefully build some rapport with them, then ask for the business.
Maybe a lack of self discipline but I don't do this every time. Hell I don't always record the details on my database (sacrilege I know) I leave it till the end of the week and then it's the weekend and then I have tons to put on. I'd like to be able to quote on and Ipad or a netbook, get my sales right every time and be forced to have the details plugged in already. That way I can even get back to people who even said no, who I tend to just forget about because they are not on the system. ::)