[blacksheep]

Hi guys & girls had my first call and am very nervous as i expected, i have gone over in my head what to do when i get to the offices, look professional, wear my suit id badge, introduce myself, what then? Do i sit down with the client at this stage with a task sheet and tick off what they want done or do i say i will do a walk about around the building and jot things down also do i leave an info pack, or everything,no i know i dont leave all at this stage. is it just company info h&s and cleaning schedule oh god help! i can scrub ,interview but its the other way round in a sence, i dont want to look a blubbering prat, could any of you be kind enough to guide me through this, i have always had a job never gone up against other people for a contract, and how do i end the meeting sorry for waffling

      regards blacksheep

[CMS]

This is generally the way that I TRY to do it. I emphasise TRY because it doesn't always work like this. I have to make the Client believe he is in charge (even if he's not). There will be a much greater satisfaction for the Client if he feels he has 'bought' something rather than having had something 'sold' to him. If you think about it there is a subtle difference.

Firstly, you say that you have had your first call. can I presume that they have contacted you for a quote? That is a good sign. You need to establish with EVERY quote that the prospect is READY and WILLING to change. There are people in this business who collect quotes like stamps. You can spend the rest of your career running around giving quotes for no reason at all if you're not careful.

Obviously, you have the first bit right. look extremely professional. The first 15 minutes in front of the Client is when he will form his opinion of you and the Company that you represent.

I always start by asking him how he'd like to go through the process but SUGGEST that you start by having a preliminary chat in his office so that he has the chance to tell you why he has contacted you and more importantly why he has decided that it's time to make a change.

It is extremely important to LISTEN more than talk at this stage. Remember, in the Clients eyes this is about HIM, not you.

When you have had this preliminary chat it is time to survey the site. Let him guide you through the site telling you what he wants cleaned. You can help him with this by suggesting frequencies etc. When he has done this ask him if he would mind if you spent a little time walking round on your own to make further notes. You can justify this by saying that it is vitally important that you get this RIGHT to give him the service he requires. Also you can point out that you know how busy he his (this will make him feel important).

When you have made your notes join him back at the office.

This is the point that you sell yourself and your company (I can't help you with this).

..........but just a few pointers...............

I have said before, sell to him on your strengths, not the other companies weaknesses. HE chose that cleaning service last time and if you knock them you will be making a direct assault on his ability to do his job. He won't thank you for it.

Finally, thank him for his time and tell him you have everything you need to put together a service that will meet his requirements. You don't need to leave him anything at this stage.

Put together a package containing all the other stuff you mentioned. My quotation package includes.............

A list of identified rooms/areas
Specification
Company profile
H & S policy document
Insurance details
COSHH Assessments
Risk Assessments
Performance monitoring info
Recruitment procedure/security
References
Certificates (BICS etc.)
Terms and conditions
Agreement

When this package is put together try not to post it. If possible make an appointment to go back and see him so that you can go through it with him.

When you go back keep this in your mind at all times. You don't want to QUOTE for his cleaning, you want to DO his cleaning.

When you get to the Agreement, ASK HIM FOR THE ORDER.

Close the deal by asking him a few questions that 'lead' him into the sale i.e.

Does this cover everything you require?

How much notice do you need to give your current contractors?
(He will probably say a month).

Would a start date of XXXXXX be OK?

He will find it a lot harder to refuse your quote if you are sat in front of him but very easy if he has it in the post. He can just chuck it on a pile with all the others.

Good luck, if I was nearer I'd offer to come with you.

Let us know how you get on.

[Fox]

Blacksheep

The main thing is STOP PANICKING!  

1. Arrive no more than 3mins early and never late

2. Introduce yourself and suggest you start by walking the building.  (some clients may have a firm agenda and tell you how the meeting will progress)

3.  Chat and take notes as you walk.  Get to know your client as much as possible in this time.  This is when you will gather the most info.  Don't be afraid to ask questions - do they want the washing up included etc

4.  After looking at the building if it is obvious they are not going to take the lead and show you to their office ask if there is somewhere you can talk.

5.  Be confident, tell about what your company can do for them, sell yourself, tell them how you operate, that you have insurance etc etc.  Find out how many cleaners they have at present, if you can find out why they are changing (this info is worht it's weight in gold!)  Ask about access and hours etc.

6.  End the meet by handing over your business card and letting them know that they will have a full quotation within 3 to 5 days and if they have any questions don't hesitate to contact you.  

7.  Prepare your quote, you will find somewhere on here what that should consist of but in short, covering letter, company details, H&S policy, COSHH procedure, schedule of works, insurance details, quotation, terms and conditions.

8.  Make sure you contact the client and follow up quote.

Probably left loads out (it is Sun morning and I've got a hang over!) but have given you the basics.

Good luck
Fox

[CMS]

Blacksheep

Fox seems to do it in a slightly different way to me but seems to cover everything I've said.

Just a comment about washing up though...........

When you make that 'leap' from domestic cleaning to 'Commercial' cleaning you will find that one of the biggest 'pains in the a***e' is washing up.

Not only is it annoying it actually greatly increases the price (if costed properly - not added in as an afterthought).

I would try and avoid it if you can. Tell the client that it is one of those things that will push his price up and at the survey stage try ang get him to agree that his staff will wash their own cups.

If he thinks he can save money by doing this he probably will.

[Fox]

CMS - Just read your reply, interesting that you start your meetings differently than me, I wonder how you other guys do it, come on let us know.

Heres a meeting I won't forget - it was my first quotaion after I had set up on my own!!

I was asked to quote for a large commercial premises and turned up on time looking smart.  The receptionist said that she had been instructed to 'introduce' me and took me to a large meeting room.  Three directors were sat behind a desk and I was introduced and told to sit opposite.  One of the directors then said 'right what are you going to do for us then'  lol - I couldn't believe it, they were there all staring at me all waiting for an answer.  I hadn't seen the building, knew nothing of the services they wanted or what they had in place at present!  

All I can say is that I kept my cool, went into my 'sales person' mode and muddled through.  I eventually got to look at the building with one of the directors PA and found out I was the first in to quote out of 5 companies.  They had in house cleaners for 7years and had never had to buy cleaning services before (you could defo tell from the way the meeting was set up!)

Well I got the job and am still cleaning the building now, so must have done something right!

PS: Ref the washing up CMS is right and I do tell the client it pushes up costs etc but there are certain offices where I prefer we do it than trying to clean a kitchen that is full of dirty crockery!

Fox

[blacksheep]

thanks to both of you, i can now wing it so to speak lol. i must say last night i felt the whole lot caving in on me, after all my hard work getting this business togeather now with your guidence i can move forward.if i had to meet 3 people like fox i think i would have mucked it up, thanks cms for your kind offer to come with me, but i would have turned you down as i feel i need to get over this hurdle my self by my second i will have no worries (she says feeling a bit more possitive to-day) once again very much appereahed sorry about spelling
   regards blacksheep