The ultimate goal for a cleaning business is to offer a solution to whatever problem a potential customer may have.
That goal must always be front and center in your brain when meeting those who have reached out to you.
This is because the potential customer has a problem of some kind, and that is WHY they are reaching out to you in the first place. After all, if they were happy with their current cleaning service they would have never called you in for the interview right?
So your mission is to DETERMINE what that problem is, THEN OFFER A SOLUTION. Now… How do you go about that? That is the question. Well the answer is pretty simple, you need to ask the right question to get this information.
Before I get to the question, I’ll make mention of the one mistake many people make. It is by ASSUMING that the potential customer will just tell them what the last company is doing wrong. While some will spill the beans without hesitation, many don’t for some reason.
I don’t know why that is, maybe they just don’t like “admitting to themselves” they made a mistake by hiring the last cleaning company. Who knows! Anyway… this means you need to be PROACTIVE and find out what EXACTLY this customer cares about the most.
Once you know that, you can craft a solution to fix that for them. Needless to say, the person with then BEST solution has an inside track to getting the account. So you need to make sure you get this info and the only sure-fire way is to ask…
Can you share the three main concerns you need addressed by my company?
When you ask that question, odds are the person will lay out what they think is important. As we all know, what THEY THINK is all that matters! REMEMBER: It doesn’t matter what we think is important, it’s what they think. Whatever it is that they tell you, make sure you…
- Write that down while they are saying it (shows you are paying attention PLUS it insures you remember it later when you are preparing a bid).
- Show some empathy by saying: “Many cleaning companies just can’t seem to get that right. That’s why we give hands on training to every new employee”. This lets them know “you’ve encountered this before”.
- Drive home how you will ADDRESS THAT in your proposal. I used to add a special paragraph just above the pricing section that made mention of the main concerns and how I would solve that issue.
Lets say one of the things they mention to you is that their current cleaning company leaves the sink dirty all the time (it’s very brown from coffee stains). In your proposal you would want to address that somehow.
What I used to do is make mention that the sink will be scrubbed with CLEANSER every single time we clean. No exceptions! When the potential customer would read my proposal, they would know I was paying attention. They would see how I addressed their concern.
Once you do that for the other main issues they have, you have that INSIDE TRACK I SPOKE OF EARLIER. Generally, other cleaning companies simply don’t take the time to LISTEN and ADDRESS the potential customers issues.
This is a VERY EASY way to create separation between you and your competition. So to recap, when you tweak your approach and focus on solving their problem, you’ll land cleaning accounts at a much faster clip.
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