- THE MAGAZINE
I know I need to sell more protector to my customers, but I’m just sort of hitting a brick wall mentally. Maybe you can help me.
Usually I’ve quoted the price to the customer over the phone and they are expecting to pay, let’s say, $150. So I normally just show up and start cleaning. When should I start pushing the protector?
Did you start upselling the carpet protector (and maybe deodorizer or whatever) right from the start of the job or did you sell it over the phone? Or did you like to wait and hit ‘em at the end? My problem? Too often I hate to seem pushy and don’t even try!
Steve, I always enjoy your comments and personal experiences, so thanks for your advice.
-Struggling in Spokane
What we affectionately call "upselling" is really giving the customer an opportunity to spend more money with us. Please don't take this chance away from them.
NOTE: In our Strategies for Success seminar I prefer to use the term “additional services” instead of the “upselling” moniker. It just seems less high pressure.
Remember what may seem like an outlandish amount to you or me (or our techs) may just be pocket change to the homeowner! And what might seem like an absurd “over protection” to us may be just what the customer wants. How does the scripture go? "Judge not, lest ye be judged...?"
However, please remember that high pressure selling is counterproductive in the home. (Not to mention just plain wrong!)
But mentioning the carpet protector as an option during the initial phone call, then double checking during the inspection phase and then a last gentle check as in, "Mrs. Jones, you know these carpets have cleaned up much better than we expected. If you want us to protect them I can still do it before I leave ..." during the final walk through could hardly be called “high pressure!”
You can also say during the initial phone call, "Mrs. Jones, I'd like to send you our carpet cleaning checklist on how to get your home ready for your carpet cleaning. If I can have your e-mail address I'll zip it over to you right now."
NOTE #1: It is important that you start collecting your customer's e-mail addresses. But if you don't give your customer a valid business reason for wanting their e-mail, many will be reluctant to give it out. But this phrase "send you a checklist" puts their mind at ease. And even better, you will explain the benefits of “re-applying” the carpet protector in this checklist!
NOTE #2: If anyone wants the Carpet Cleaning Checklist I sent out to our customers just write me at firstname.lastname@example.org and I’ll e-mail you a copy - no charge!
P.S. I almost forgot. The easiest way to sell protector? Ask! Most carpet cleaners don't and they are losing thousands in their pocket every year. The easiest way to remember? Post a picture of your newest dream toy (i.e., new boat, RV, motorcycle, computer, shotgun, Jaguar convertible, etc!) on your van’s dash. Look at it as you get out of the truck ... If this won't motivate the old additional services juices I don't know what will!
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 debut in the ICS eNewsletter every Thursday. Register to receive it by clicking here.