Ask Steve

Ask Steve: What Type of Carpet Cleaning Method Should I Offer to My Clients?

Low Moisture Carpet CleaningHi Steve,

I’ve written you before about striking out on my own into carpet cleaning and your suggestions have been very helpful. However, I am still stuck selling appliances for a large big box store here in Louisiana and doing my own part-time thing repairing appliances in my own spare time.

Even so I am slowly and tentatively getting started in carpet cleaning with a used truckmount I recently bought. My truckmount seems to do a good job, the carpets are dry (mostly) in less than 8 hours and my carpet cleaning clients have been very pleased up till now.

However, I just left a customer on a repair job that swears by a national franchise that offers a non-extraction, quick-drying carpet cleaning service. I’m not too familiar with franchises that offer this type of work. My client says she loves the quick dry time.

So what do you think, Steve? Should I look into these franchises and/or equipment and offer this type of service?

-Lost in Louisiana

 

Hey Lost,

If I read your letter correctly, you are really asking two questions. One is buying a franchise versus owning a non-franchise business model. My answer? It all depends - and the "depends" are way too long for this “Ask Steve.” However, remember you can't judge a franchise just by the franchisee in one market area or by the comments of one customer.

So let’s talk about convincing clients that your truckmounted hot water extraction method is better than a low-moisture, fast drying carpet system? Listen closely here, Lost. Never argue cleaning methods or techniques with a customer! And especially never do this over the phone.

Instead, just give ‘em what they want ... or what they think they want initially! That’s right - initially offer both carpet cleaning methods to your customers! It is pointless to try and convert someone that is sold on a certain system.

For example, in my market area, due to our overwhelming top of mind local presence, many times our company would receive calls asking if we did dry carpet cleaning.

NOTE: This question was mostly due to the overwhelming national marketing investment my competitor’s parent franchise company had made. I just thought to myself, “Thanks, Mr. Competitor, for putting carpet cleaning into my prospect's mind!”

So did we argue methods over the phone when we got hit with the “Do you do dry carpet cleaning?” Absolutely not!

Instead, following our “phone format,” our phone dispatcher would reply, "Yes, ma'am, we do! In fact, we offer a variety of cleaning options, including our exclusive low moisture, "Quik Dry" cleaning system! Our inspector will test your carpets before we clean and recommend which of our cleaning methods would be best for your home and then you can choose."

The rest of the story? Our inspector would go to the house and totally blow the customer away with his or her knowledge and professionalism.

NOTE: For the complete “Carpet Pre-Inspection Script” my company used, just write me at stevet@jondon.comOr download my “Carpet Cleaning Inspections that Sell” manual for free right HERE!

Then, with the homeowner’s permission, we'd clean the carpets in the most appropriate manner. Our customer would always be delighted and become a huge cheerleader to boot. Everybody was happy… except maybe my local competition! Ca-ching!

P.S. There is some anger out there toward the national franchises on the part of individual cleaners. But we've had many individual franchisees attend Strategies for Success and I have found them to be very conscientious and honest folks. Yes, the “big boys” may appear successful with their, at times, negative marketing methods. However, once again remember that “a rising tide raises all ships” and their expensive national marketing reminded my clients that it was time to call me!


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” appears in the ICS eNewsletter every Thursday. Register to receive it by clicking here.

 

 

Did you enjoy this article? Click here to subscribe to i Cleaning Specialist Magazine.

Recent Articles by Steve Toburen

You must login or register in order to post a comment.

Multimedia

Videos

Image Galleries

The 2014 Experience Conference and Exhibition

A look in photos at the 2014 Experience Conference and Exhibition, which was held from April 24-26 at the Embassy Suites Convention Center and Spa in Frisco, Texas.

Podcasts

Yes, it's only February now - several weeks or months before the thaw depending on where you live - and hopefully this winter has been a profitable one for your business during the historical slow season. But now's also the time to start planning for the busy season - spring - so that you can hit the ground running. In this episode of The Hitman Advertising Show, John Braun shares tips and tricks on how to make this spring your most profitable yet.
More Podcasts

ICS Cleaning Specialist Magazine

CoverImage

2015 March

The March ICS issue features content on cleaning services, green chemistry, encapsulation, terrazzo floors, educating clients and new products.

Table Of Contents Subscribe

Janitorial Work

In addition to residential and commercial carpet cleaning, do you do any janitorial work on the side?
View Results Poll Archive

THE ICS STORE

FinalCover.gif
The Carpet Cleaner's Book of Unlimited Success! (ebook)

Don’t worry about the recession or about your competition.  Now you can be the owner of over 400 ways for carpet cleaning professionals to make more money and get more jobs!

More Products

ICS DIRECTORY AND BUYING GUIDE

Director_Buyer.jpgThe premier resource and reference guide for the cleaning and restoration industries.

Click here to view

STAY CONNECTED

facebook_40.png twitter_40px.png youtube_40px.png

TRUCKMOUNT EQUIPMENT AND ACCESSORIES GUIDE

Truckmount.jpgEquipment listings and specifications from the leading industry manufacturers.

Click here to view