Clean It Up
UK Floor Cleaning Forum => Carpet Cleaning Forum => Topic started by: Neil Gott on July 21, 2004, 10:42:02 am
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A couple of threads going on this board are debating the need for surveys and some of the ways of going about them.
While I acknowledge the need to know what the job will entail in order to quote correctly and to anticipate problems, I take the view that the prime value of a survey is to present my unique selling point me!
I can waffle on about how wonderful the results will be and try to impress the prospective client with gizmos, but in the end their decision is more likely to be swayed by whether or not they want to let me loose in their premises for two or three hours or more, more often than not with a lone female occupant.
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Surveys - Their value...........................PRICELESS ;D
I get every quote that i give in person but only 50% of telephone quotes. :-/
Every caller is offered the option of a visit to survey but the price shoppers always decline..........this is instant filtering of the calls.
I am not the friendliest looking person around but i manage to charm clients ( male/ female/ young and old),
this is not always possible on the end of a telephone.
Not every enquiry would be worth a visit ie. distance, time of day or size of job.........but always make it sound like you are willing to put yourself out to get the work and most people will put themselves out and give it to you ;)
If you have to quote on the phone then i try to price higher and then amend down once i arrive to carry out the job. This shows a huge amount of faith on the clients part and a large amount of honesty on yours.
Much better than pricing low to get your foot in the door and then bunging up the price after...........looks and sounds shady to most people. :-[
Good luck
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Surveys - Their value...........................PRICELESS ;D
I get every quote that i give in person
Well you're not very bright then are you? Any business that get's every quote that it gives has a serious pricing issue.
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Jasonb............you mean that i may have underpriced that £407 job that i did yesterday in less than 4 hours.
I should probably enlist your help as some kind of advisor..............maybe not ;D
My post does not mention getting every job i quote.......
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Im with Chris on this and yes he dose look like he has a mug shot every week, then Im no film star.
I always ask were did they see my advertisements currently Im advertising in an up market free monthly colour mag the response has been phenomenal and got 99% out of these I visited about 60% the rest I turned due to my honesty, the other 1% were probably other cc phoning.
Len
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Len,
I do hope that if you are going into upmarket properties ...................you will drink tea from the cup not the saucer and stick out your pinky finger ;D
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CHRIS
when you go to survey what does your presentation consist of, and how long do you usually spend there.
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Chris
Dont they just love a bit of common but as you looks = intimidation, need to do a number one tomorrow getting a bit long ;D
Len
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Apart from the obvious arriving on time, looking smart with a clean van.......... ;D
I try to explain the whole process and give realistic result expectations. If the customer shows me a stain, i mention what the cause may be and they have more confidence if you have hit the nail on the head.
I always give an 'overall expected result' from 0% to 100%. ( 0 being no improvement and 100% being as good as new......indicate a realistic achievable target in between).
I like to give estimated time of job duration and drying time. This will help the client plan around the job on the day they book it.
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chris just a thought, you mention the expected results in a percentage scale
out of interest do you have a point at low down on the scale , where apon you say to ur client u cant or wont do
or do you think , if they want to pay. ill carry on
regards geof
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I would gauge it at 30% or lower,then i advise against cleaning.
"Why waste my time and your money" would be my line but often get asked to go ahead and do my best.
Get good results and your are a hero again.
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There are really 2 issues here. A survey/audit and a sales presentation.
First, a confession. I don't do a "sales presentation" as such. I turn up smart, uniformed and presentable. Overshoes, a bottle of jollop and a white towel. I do a pretty thorough survey. After asking all the right questions I then make an assessment much the same as Chris.
Today was interesting. Madam had had quotations from others, most of whom were 'phone estimates or confirmation of leaflet prices. The only other cleaner to visit and survey was a national franchise who, incidently, was £10 less than me. Madam tells me he gave a superb presentation, had a folder with lots of before and after photographs and lots of testimonials. But he only gave the suite a cursory look. He didn't notice the ink stain which had gone through the fabric into the cushion. Nor the water marks from spillages. All he did was promise a good job. In madam's words, he talked a good clean, but didn't instil confidence in his technical ability, well, not until after she'd met me 8)
So, we should all learn from others mistakes and remember to survey and inspect and test, test, test, as well as making a good presentation.
Safe and happy surveying:)
Ken
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Ken I thought you did guess timates over the phone?
For those who don't know it is a cross between an estimate and quote based on information given over the phone or in english as near as Mrs measurements.
Shaun
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Yes I do do 'phone estimates Shaun, for most of my jobs. With existing customers, that's fine. And for recommendations who are aware of my standards and know what their carpets and upholstery are, that may be OK too. But for a cold enquiry from my NCCA ad in Y/P, who has no idea of what the fabric was and couldn't remember what the various spillages were, then a site survey is essential.
It's interesting how a few tests can reveal the true situation. I asked what the large watermark on the pouffee was caused by. I don't know came the reply. So I started to smell it whan madam says she thinks it may be her daughter's urine :o It smells a bit "chemically" says I. What did you clean it with? says I. Can's remember says madam. Could it be Flash? says I. Oh yes, that's right. AAAAAAAGGGGGHHHHHHHHH. Why can't they be honest and up front to start with >:(
Safe and happy moaning:)
Ken