Carpet Cleaning Business Management / Web Exclusive Features

Ask Steve: At What Point in the Job Should I Sell Carpet Protector?

The easiest way to sell protector? Ask!

chemicals_green_FTHi Steve,

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

 

Hi Struggling,

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 stevet@jondon.com 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.

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

Have a limited marketing budget but realize the importance of neighborhood marketing? Try doorknob hangers, a low-cost, yet highly effective way to drum up more business. In this episode, John Braun discusses the value of this tactic as well as what you should include on the materials you're hanging.
More Podcasts

ICS Cleaning Specialist Magazine

CoverImage

2014 September

The September issue of ICS features stories on moisture detection, disinfectant services, neighborhood marketing, then we discuss the last level of being phenomenal, and cool products.

Table Of Contents Subscribe

Social Media

Social media is a good way to regularly keep in touch and interact with current clients and reach potential ones. What social mediums do you use in your cleaning/restoration business?
View Results Poll Archive

THE ICS STORE

Get Paid! book cover
Get Paid! (ebook)
Over 30 authors – over 40 articles…from attorneys, contractors, consultants, instructors and others, both inside and outside the restoration industry. R & R, C & R and Cleanfax, opened their archives and gave us the best they had, other chapters were created just for the “Get Paid!” book and its readers. And every one of them has ideas for how to get paid what you are owed.

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

TRUCKMOUNT EQUIPMENT AND ACCESSORIES GUIDE

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

Click here to view

STAY CONNECTED

facebook_40.png twitter_40px.png youtube_40px.pngcrc logo