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I know a lot of operators include protector on every single job and build it into the price. When I started my business, I opted to sell protector as an added service ($15 per room typically). For the first couple months in business, I would try to upsell it on the job. My close rate was not bad. Maybe 1/3 customers would bite. But once I hired employees to do all my cleaning, I noticed that not one of them was effective at selling protector. In fact, some customers really didn’t like being “sold” something that they didn’t ask for when they booked the appointment.
One of my guys came from Stanley Steemer, and he HATES upselling anything. He says it was part of the culture at SS and one of the reasons he left. He didn’t like pressuring customers once he got in the door.
It took a long time, but I finally figured out what works best for my business, and I should have learned this 2 years ago: ask the customer about protector when you’re booking the job on the phone. Simple!
“Our 3 room special is $119.99. Would you like stain protector/fabric protector/whateveryouwanttocallit with that?” Basically the “would you like fries with that” upsell adapted for the carpet cleaning world.
It is so much easier to sell protector at the time of the booking than to tack it onto the sale once you’re in the customer’s home.
Anyways, just wanted to share that little tip with you guys. I’m sure you all learned it years ago, ya oldtimers. 😉
Now to train my scheduler to ask about protector on every call she answers…
The key is believing in it. Having integrity will bring consistency and growth regardless of the economy. Point black. Don’t sell it unless 1) you believe in it and 2) you truly feel it would benefit them.
If you do this, it won’t feel like a “sales…”. You instead will be doing them a service.
Trust, you will only have temporary success with out it.
It took a long time, but I finally figured out what works best for my business, and I should have learned this 2 years ago: ask the customer about protector when you’re booking the job on the phone. Simple!
“Our 3 room special is $119.99. Would you like stain protector/fabric protector/whateveryouwanttocallit with that?” Basically the “would you like fries with that” upsell adapted for the carpet cleaning world.
It is so much easier to sell protector at the time of the booking than to tack it onto the sale once you’re in the customer’s home.
Anyways, just wanted to share that little tip with you guys. I’m sure you all learned it years ago, ya oldtimers. 😉
Now to train my scheduler to ask about protector on every call she answers…
I have had good luck asking that question as well as asking if its just carpet cleaning for today? Or were you interested in having any upholstery cleaned as well. I’m always amazed at how many people don’t know we do that too.
Gordon Makes a good point on believing the protector works. (it does by the way)
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