Clean It Up
UK Floor Cleaning Forum => Carpet Cleaning Forum => Topic started by: Helen on March 14, 2013, 03:51:06 pm
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Why do so many people phone in and when you start asking them questions they become a sudden expert on the subject and talk over you and tell you what needs to be done?.......
I always offer a visit to give an exact price (within decent mileage) you would have thought I was asking the last one to cut off her right hand ;D ;D ;D
No No, I don't want you to come here I want a price.
But I can't give you a price on the information you have given me and you just said that you don't want to answer any more questions as you know what your leather upholstery needs..... ???
Her...I've just googled my problem with my leather and it has told me what to do.....
I give up ;D
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Helen, in that case your never going to get that customer unless your a cheapo, so its a case of
Oh, ok then it will be roughly around £500, that soon sends them packing ;D
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Know exactly how you feel Helen ,I have people regularly asking me how much it would be to supply and fit carpet for an average sized house ??? !!!!! and they want a quote there and then on the bloody phone or online, no visit to measure up or discuss what carpet or underlay they want .Some people are unbelievable . And when you say its not possible, they get all defensive .I had one woman who said surely you can give me some idea cant you or are you not a professional ..... I said ok then 10 grand ,with which she said "you must be joking " to which I said no you are the one thats joking if you think I can give you a price without seeing job and its because I am a professional I dont quote over the phone.
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Don't cut you're nose off to spite your face why not say that prices start from £xx depending on sizes and also how dirty and how dry you would like it leaving.
Shaun
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Sense and realism from some one whose been there, done it a thousand times.
I was referring to Sheffield Shaun !
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And thats just with his left hand ;D
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Start asking them technical questions, they soon start back peddling. ;D
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Don't cut you're nose off to spite your face why not say that prices start from £xx depending on sizes and also how dirty and how dry you would like it leaving.
Shaun
understand the frustration and temptation re someone trying to pressure you into a price over the phone - but this reply is probably the wisest. and one that is more likely to work (and lets not forget sometimes even the troublesome customers can lead to other work).
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The only reason certain carpet cleaners can not give a rough idea on price over the phone is because they know that if they tell the customers the price, then that will be the end of the conversation, because they are well above average.
They rely on getting into the potential customers house were the house holder is more likely to feel obliged to book them after being strongly persuaded by the professional carpet cleaner.
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Not all carpet cleaners are the same, some offer superior cleaning, some dry cleaning, some eco friendly, some polite friendly and bend over backwards service etc etc we aren't all the same and mrs.housewife doesn't know this if she is looking at apples for apples then it would be who could come quickest at the cheapest rate but we all offer something different and we should endeavour to offer a bespoke service obviously this comes at varying rates dependant on what we cost it.
Shaun
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Deep Clean (You never seem to give a name, whats your name?)
Theres some truth in that, but its not pressure selling or obligation, more trust, many customers feel they can trust someone after having met them, (if they are trustworthy)
I've also had customers on site quotes book me and say "x company gave me a quote over the phone without even wanting to see it." and thats put them off.
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Don't cut you're nose off to spite your face why not say that prices start from £xx depending on sizes and also how dirty and how dry you would like it leaving.
Shaun
Like that might have to pinch it
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Don't have to pinch Paul you are always welcome mate.
Shaun
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The only reason certain carpet cleaners can not give a rough idea on price over the phone is because they know that if they tell the customers the price, then that will be the end of the conversation, because they are well above average.
They rely on getting into the potential customers house were the house holder is more likely to feel obliged to book them after being strongly persuaded by the professional carpet cleaner.
So by your reckoning the hundreds of others who are happy to estimate on the phone and qualify on arrival ........are amateurs !
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My names Dave , does that make you feel better. ;)
Let's take a look at your info - Website N/A - Age N/A - Location UK,
pot kettle black calling.
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No Robert, i am saying that it is ridiculous that any professional can not give a rough guide price over the phone for domestic work. Yes their are exceptions, but you should be able to give an estimate over the phone if you are experienced for the vast majority of domestic work.
The only reason a professional carpet cleaner wants to get to carry out an on site survey is to get a price that they know they have no chance of getting over the phone.
I am not saying anything is wrong with that as long as the customer is not taken the pee out of, like some companys i know do, but lets be honest about the reasons and not hide behind all this " i offer a superior service, so therefore i need to quote on site" nonsense.
Their is only one type of service and that is a superior service, whether you quote by phone, email or on site.
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Think I might have misunderstood your previous post.
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In a sales situation you need to get what you want, there is no point in falling out with the customer over the phone. Anybody can give a figure with ifs and buts. You have to get into a conversation.
Peter
www.carpetcleanercardiff.com (http://www.carpetcleanercardiff.com)
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Thanks Dave.
Helen, I would just offer an estimate, but make it clear it's an estimate not a quote and is subject to viewing.
You could ask technical questions to let them know they don't know it all.
I know what you mean some people call with real attitudes and seem defensive, I think maybe they think they are going to get a hard sell.
My favourite customers are the ones that call and THEY ask YOU if you would like to come out and quote. :D
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Give an estimate...
"Well madam, from the information you have given me i would estimate my fee being between £150 - £250" (example) "of course if you would like a more accurate figure i could pop over, will take 15 mins?"
How many builders do you know will offer a quote over the phone?
Remember... phone calls like the ones mentioned may be your competitors calling getting a feel on local prices...
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Shaun from Sheffield has it spot on , the reality is though you are always going to get people who want the cheapest service no matter what.
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We very rarely go out to quote now, most is done over the phone, we don't get them all but do get enough, got 13 jobs booked in for next week and that's with taking wednesday out of the equation as I'm taking our two carpet cleaners down to the cleaning show.
Saying that I'm going out to quote a job on monday but it is a full clean of a 6 bedroom house, all carpets, windows inside and out, patio driveway as well as a full spring clean (domestic) so it justifies a visit.
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i tell customers if they looking for the cheapest price it wont be me,if they want a guide price over the phone i can do that as long as they have room dimensions,then i ask a list of questions to deter an approx price
i make it clear if they book i will measure when i get there agree a price and away we go!
ive never not got the job
also as your asking all the correct questions they realise you are a pro,the bloke they spoke to before you may of sounded dopey!, ;D
gary
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I live out in the sticks so the nearest quote in person except the 6 houses in our lane would be an 8 mile round trip. The nearest town is 6 miles away so phone estimates are regular. Not often I fall into a trap, after 30 years you get to know the areas of the phone numbers.
One time a lady about 12 miles away phoned and said she wanted me to go and quote, I told her I could give her a very good estimate without seeing the job.
'Oh but I want to see YOU!
She rang a few minutes later and said she had booked XYZ--- the local splash and dash cowboys.
Takes all sorts. ;D
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8 mile round trip ???
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About the same here, and that is to the village that is part of my postal address...
Nearest big place (town not village) is 22 mile round trip.
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About the same here, and that is to the village that is part of my postal address...
Nearest big place (town not village) is 22 mile round trip.
Too be fair that was the terms of your parole conditions. ;D
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;D ;D ;D ;D