your residential customers in the FIRST five minutes of meeting them or talking to them?
What have your clients SAID in the past was the most positive thing you impressed them with (at any point).
The uniform is what always catches their eye.
Yes, uniforms are one of the first things we are judged on. CLEAN and fresh uniforms, every time, for every client.
Shoe covers when you enter someone’s home are another factor. So is having your own door mats with your company name/logo that you take to each clients home.
How many guys here, hand a business card to the client BEFORE offering to shake hands? Even if they are a repeat.
It only helps to look and act professionally. I like the way you people think.
We call them when we are on the way, to tell them we are either running early, late, or right on time.
Also clean uniforms and clean trucks.
Charlie
I honestly think that many customers have quite low expectations from our industry - simply turning up on time & being polite can be enough to set you apart from the crowd at times (In my area anyway)!
I do think that a smart uniform polo shirt with your company logo on it, a clean truck and a friendly attitude are also essential - as well as good communication, always let the customer know well in advance if you’ll be even a few minutes late!
I show up in my 2013 Lamborghini Gallardo to give estimates,
nah im kidding, the polo shirt usually does the trick
less talky more asky. i try not to blab too much, instead ask questions and [B]really listen[/B] and [B][B]maintain eye contac[/B]t[/B]. people love to be heard and nobody really does that anymore. i think it helps create a connection with the client really quickly.
Customers are always shocked that I don’t use windex to clean windows and that I don’t tilt in windows in order to clean them.
I wear shoe covers when I’m inside their home at all times.
They’re also blown away that I am insured and have my own ladders.
Showing up on time and when I say I will, be it route work or residential. I feel like too many window cleaners just stop showing up sometimes.
It shocks some potential customers lately that when they call I tell them I can’t fit them in for almost two weeks this time of year.
I don’t know what kind of people cleaned windows in this area before me, but I’m glad that I am setting the bar high from now on.
Mike Radzik
Pro Window Cleaning
Central Massachusetts
Sent from my iPhone using Window Cleaning Resource
So far, everyone has had GREAT answers.
Impressive!
It should NOT be shocking to us, how customers have preconceived notions or expectations of our service industry, or service companies in general. It’s up to us, to set the bar.
If you care enough to impress and leave only POSITIVE impressions, you can be a ROCK STAR to all your clients.
It’s true, I think this is why you see many unprofessional looking people with a full schedule. Ive seen some guy cleaning windows around here on an old beat up toyota and a Corona beer t-shirt. I’m almost certain if I go and try to steal his costumers and charge more for my work they will turn me down… Because they simply don’t care…
The defining factor between you and him is…
The VALUE you offer and the value he offers. Yes, all the other things are factors too. But you should offer more value than others.
If people are only loyal to PRICE alone, then there is nothing you can offer those types other than a lower price. If that is the case, you should not want those types anyway.
