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This goes along a little with my other post about “What is your Speil”. I have a hard time selling additional services to get stains out, such as Red dye remover and Pet Stains. To be honest I feel like they will think I’m trying to throw hidden charges at them.
Any ideas? What kind of speil do you use to sell them?
Throw those additional charges out to the customer while you have them on the phone. If they have any common sense at all, they will understand that those situations don’t fall under “normal cleaning”
I agree with Brian. Let them know ahead of time when you’re scheduling it. I always ask if there are any problem spots. This way I can make sure I have plenty of any necessary products (which I should have anyway) and I let them know that there may be additional charges for spots x,y, and z but that I’ll let them know before we start any cleaning. I normally tell them that pet spots and food dye spills (red wine, kool-aid, coffee) are usually the only spots we charge extra for, or if the carpet is extremely soiled. Once again, I always assure them that I will let them know before we start any cleaning if any additional charges are required.
Trevor,
To expand a little, just remember as Brian said, try to describe it as a general cleaning. Last time I went to the dentist for a general cleaning, if they would have found cavities, needed to pull a tooth, or had to do a root canal, I guarantee I would have been charged extra. Likewise, I took my van in to the shop not long ago to get a “tuneup”. Do you really want to ask me what else they found that wasn’t included in the “tuneup” price? Ouch. If other cleaners want to give a price that includes “everything” when it comes to spots, let them. I want to give each spot the time it deserves if the customer is willing to pay for it……or I can give the response many of the other cleaners will give “that spot won’t come out” so they don’t have to eat any additional costs. If you are hesistant, shop your competition if you haven’t already and look for the areas that you can charge extra for if that’s what you market is dictating.
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