Management / Web Exclusive Features

Ask Steve: How Can I Prep My Customers Before Our Cleaners Arrive?

The answer largely depends on what services are included

July 17, 2013

carpet cleaning vacuum soilHi Steve,

I want to prep my customers on what do before our company arrives. Can you give me some good ideas on what I should include in these letters? And thanks in advance!

Floundering in Fairport

 

Well, Floundering, that obviously depends on what your services include. (And don’t include.) So think about how you would like the client’s carpets “prepped” before you arrive. Do you want the furniture moved off the carpet? Or just have the “decks cleared for action” by the homeowner moving the small and breakable items off the furniture? Do you want the carpets pre-vacuumed before you arrive?

I would also focus on “clearly defined expectations” in your letter. Will you move large entertainment centers or filled aquariums? (I would strongly suggest you don’t!) If not, then explain this up front. Will you need an accessible hose bib? Should the customer secure their pets away from the cleaning? You get the idea.

And finally, be sure to include the extra add-on services that you can provide. Many of your clients don’t have you do more (which means a lot more profit for you!) simply because they aren’t aware that you offer these services. So be sure to include a list of “optional services” in your pre-cleaning letter.

By the way, are you getting your customer's e-mail addresses? If you aren't, you should be! The benefits are incredible for an e-mailed newsletter with free postage. You can also easily remind your customer that their next cleaning is due and about any specials you are running. Plus in the future having all those e-mail addresses captured will add a substantial premium to the sales price of your company.

So getting all your client’s e-mail addresses is a no brainer, right? But here is the problem. Many people will not easily give up their e-mail address due to spam concerns. (Myself included!)

So after booking the job, your phone script should state, "By the way, I’ll send you our ‘How to Get Your Home Ready’ checklist so you’ll be all prepped for your big day. Do you have an e-mail address I can send it to right now while I am thinking about it?"

NOTE: If anyone wants a copy of the “Pre-Cleaning Orientation Checklist” we gave all of our customers, just write me at stoburen@StrategiesForSuccess.com and put the words “ICS pre-cleaning letter” in the subject line.

This gives the homeowner a valid business reason for your e-mail address request. My SFS members who use this technique tell me almost 100% of their callers cheerfully give them their e-mail request off since they want to see this orientation checklist right away!

NOTE: Any of my ICS readers should feel free to send me any of their proposed forms, procedures or other business copy to review. I may not get back to you right away, but I will respond and the service is free! Just send me your copy with any questions to stoburen@StrategiesForSuccess.com


 Steve and ICS want to consult for you! For a personal reply write Steve HERE with your questions, problems, struggles and challenges! Your help is on the way! A new “Ask Steve” will appear in the ICS eNewsletter every Thursday. Register to receive it here. 

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