I’m almost tempted to dismiss this proposal I gave out a few weeks ago.
I just received this email today.
This is a pure example of what the exact opposite of my target costumer are.
When I see smoke I normally avoid the fire.
[I][I]Still have not made up our mind on our decision. We are securing (4) quotes and await the 4th quote tomorrow. Sorry I did not get back to you as promised.
I have 4 final questions to ask before I make my decision:
How long have you been in business?
Is your company owner operated? I assume you are the sole owner!
Do you take precautionary measures to protect our property and its contents? In other words, do you cover the ends of all exterior and interior ladders you use to reach higher windows?
How do you clean the screens and sills? Do you put the screens back in place or do you prefer to place them in our basement (covered) for winter storage?[/I][/I]
Mind you, this was an over the phone estimate and a ball park figure. the first thing the HO told me was about the 4 quotes, and all I needed was to get a figure out.
This wasn’t my standard sales call, either way.
How often do you deal with these types of inquirers?
Sounds like they’ve had some crap window cleaners in the past and we all know there’s lots of them out there.
I’d tell them I always have ladder boots on the top ends so nothing gets damaged and I put a towel over it so nothing get dirty. And I use a non-skid mat under the feet so it won’t slip.
I put my own screens in the basement for winter but whatever the customer wants is fine. I use a drop sheet etc. Basic questions really.
This might be the time to throw that “Don’t pay a cent unless you’re 100% satisfied” pitch. If they sound overly anal tell them you use a drop sheet when cleaning screens.
I think they have been burned before. I think she is calling just to let you know she is not leaving you waiting to find out. Next time she calls or with this email. I would just respond nicely that you meet all her requirements and when she is ready, if she decides on your company then you will be more then happy to service her. This could be a win for you. You never know. I have had some customers in the past who were concerned because they had the bucket bobs show yup to their home. When we were done they were very happy and they sent us more business. It’s funny how much a clean dressed, polite, careful and professional additude can make a big difference. Most people just want a professional company at a fair price. When they see flip flops, beer breath 3 or 4 times in a row all the while thinking they are paying a fair industry price, they can get a little scared on their next go around.
I do understand, but the fact is, if every potential customer would act in this manner, I would spend 50% percent of my days on the phone or infront of my computer.
I’m expecting her to ask for my business model next.
Some people are scared of the idea of having strangers in their home.
I had a lady who loved her last guy (owner,) but he would leave the home with his ‘helper’ there alone… she said she was “intimidated by him.”
Hence, me getting the job (and keeping it.)
Sometimes you just gotta eat a little **** to give them the “warm fuzzies.”
Good afternoon, Mrs. Customer. I’m pleased to see you are doing your research and are inquisitive about window cleaning, as it is [B]my favorite[/B] subject.
[INDENT]How long have you been in business?
We have been serving Gotham City, USA for over 25 years, we are fully insured and have a long list of repeat and referral customers who have complete confidence in our services.
Is your company owner operated? I assume you are the sole owner!
I am the owner operator. I make it a priority to personally oversee the work being done in/at your home or office. My staff is fully trained in the processes and procedures that we use.
Do you take precautionary measures to protect our property and its contents? In other words, do you cover the ends of all exterior and interior ladders you use to reach higher windows?
We take every precaution possible to protect the beauty and cleanliness of your home… we are there to clean the mess, not create one.
How do you clean the screens and sills? Do you put the screens back in place or do you prefer to place them in our basement (covered) for winter storage?
We happen to have an October special for screen cleaning. We can clean and install your screens at our discounted price, or place them in storage in your basement… whichever you prefer.[/INDENT]
I look forward to answering any other questions that you may have. And I would be happy to explain the process as we go, once we are on the job, working.
Which would be a better time for us to come out, tomorrow? Or would you prefer this weekend?
I think she has probably had a bad experience in the past. Those are the types of things I would ask if I was hiring someone, without a recomendation from someone I trust. She’s giving you a chance to sell yourself to her. Sometimes cracking that tough nut can lead to other jobs because friends and neighbors know she dosen’t hire just anyone.
I love calls like that. :rolleyes:
It’s usually no big deal though after you get through their initial paranoia and convince them you’re out to please, not steal.
I love calls like that. :rolleyes:
It’s usually no big deal though after you get through their initial paranoia and convince them you’re out to please, not steal.
This customer has given you the outline for your standard sales call. When you first meet and greet your customers, you should go through what I call the 2 minute drill. During the first two minutes, you will either sell the job or not.
As you are walking around the property, you have the opportunity to talk about your experience, insurance coverage and references. Point out to the customer what your service entails. where appropriate, tell them how you will set up the ladders and describe the footing and mitts, or towels or whatever you protect laddertops with
Talk about how you will wash the windows, tracks, frames and screens. You bring up what to do with the freshly cleaned screens, install them or prepare them for storage?
You have 2 minutes to completely sell yourself and your company before you even pull the estimate sheets out and start 'cyphering a bid.
If you eliminate any and all risk for the customer when they hire you, you don’t have to be the low bidders
+1. Agree. Sometimes having a dificult prospect and landing that job can lead to more jobs with friends and family. Why because you just cracked the secret code for this person making them feeling secure with you biz rather than some other wc company.
