Phone Scripts

Sutton

You and I will have a great conversation regarding that in Vegas.

Others, A couple of things to add to this.

#1. Wilma called and asked about price. I never dealt with that issue untill I had her closed her. Her real objective was never price. Find out what the customer is concerned with and then deal with it. If it is having hoses out to a van and her precious prized cat escaping then deal with it. If it is odor, then deal with it. You must find out what is her concern and then settle it. Price is usually NOT the issue.

#2 Being confident is an asset, and being nice and using your”inside” voice is very very important. Kathlynn the Motivater has dealt with this. Smile when you are #@$%&! talking to people . No mater how stupid they are. It makes a difference.

#3 Treat them like they are your ONLY customer. If they feel special and loved, they might think and believe you are not a dirtbag. It works. Ask me!

If a caller likes you on the phone, 90% of the time you will get the job. I get at least 1 person a month tell me the reason they went with me came down to our phone conversation. This is especially true with elderly people…so often people don’t have the patience to deal with them…and they are the ones who will talk you up to friends and family the most.

My script is close enough to Dirtbags’ that I feel it would be redundent for me to respond. But here’s what my response if the customer want’s to know how our process works.

Customer: I see in your ad that it dries in one hour, how does that work?

Petpeeboy: Most people don’t realize that Heaven’s Best is a franchise w/ over 1000 locations nation wide. What we do that most carpet cleaners don’t do is spend lots of time with a very powerful commercial vacuum to remove as much dry soil from your carpet as we can before we add any moisture. We also vacuum all the edges and air vents. We then identify stains, isolate them and treat them with specific products to permentally remove them. We then spray our water-based cleaning solution on your carpet at the rate of about 1 quart per 100 sq. ft., so an average bedroom would require about 1 and a half quarts of total moisture. (put things into something they can understand, a visual) We then gently scrub your carpet w/ a floor buffing machine that has thick cotton pads under it that absorb the dirt and moisture from your carpet. We also apply a fantastic stain protector that not only is a great stain protector but also helps repel soil by coating the fibers with a slightly slipery residue, unlike scotchgaurd that leaves a sticky residue.

Customer: Sounds interesting, how about the furniture, do I have to move all that?

Petpeeboy: (now out of breath) No, all we do is ask our customers to move as many of the smaller items that they are comfortable moving. Anything large, such as sofas, loveseats and recliners, we will take care of. You may have large entertainment centers or hutches that you may want us to just work around.

Customer: Sounds easy enough, how much do you charge for a living room, dining room and a hall?

Petpeeboy: We charge by the sq.ft. as we feel this is the fairest for everyone, so if I had an idea of your room sizes, I could put a price together on the phone.

Customer: Hey George!!!, how big is the LR? (pause, pause, pause) 14’x18′, DR is 12’x12′ and the hall is 3’x15′

Petpeeboy: Great, I’ll figure this up for you. (pause) We are running a 15% discount for cleaning and stain protecting, so with the dimensions you gave me, at 15% off, the cost to clean and protect will be $$$. The only additional charges we have is if there would be any pet urine in the carpet.

Customer: Well, we do have a dog that has an accident once in a while but I don’t know how much.

PETPEEBOY: We have a urine detector that can pinpoint the areas and tell us how much urine is there. To give you an idea of the price, we charge $5 per spot up to the size of a diner plate. If we find 10 spots, that will be an additional $50.

Customer: That sounds reasonable. Do I have to be here when you clean?

Petpeeboy: No, that’s not necessary, in fact, nearly 50% of our customers are not home when we clean. They just leave the back door open and we lock-up when we’re done.

Customer: How do I pay you, do I leave a blank check?

Petpeeboy: No, that’s not necessary. We will leave an invoice on your counter with our address on it and if you are 100% satisfied with the job we’ve done, you can mail a check within 30 days. If you’re not 100% satisfied, I hope you will call me.

Customer: Well, sounds great, can we set up a time?

I hope this is what you’re looking for and I hope it helps. I’m not sure of my rate of calls vs. scheduled appointments but it’s above 90%. The only ones I loose are the cheap price shoppers that I don’t care to work for anyway.

I agree with above!
When I come across the low ball price shopper and it becomes clear that thats what they are, I go after them this way,
“We are an international franchise, the fastest growing in the world for 7 straight years, with franchises through out the United States, Canada, and England. We got that way because we do the job right. If your looking for a cheep, take the dust off the top cleaner, you called the wrong place. But if your looking for a top quality cleaner at a fair price that will see the job through, than you called the right place. What do you need cleaned? (or what can we clean for you?)”
It’s the most direct way I know to change there thinking from price to quality. Besides, who wants to be known for cheep when we can get quality!