a customer retains the services of a Professional Carpet Cleaner, they presume
that the company possesses the necessary tools and skills to successfully complete
the job. Many companies, including yours, use good equipment and chemicals.
They send out trained courteous technicians. So where is the Competitive
businesses are people businesses. When all else is equal, the owner or owners
running the business must set standards that assure a Competitive Edge.
So what are some of the factors and standards that will set you apart?
- The proper advertising
will educate potential customers about your company and the services you offer.
It should be informative, to the point and always maintain a positive message.
- Whether it is yourself or a CSR (customer services representative), a trained
well informed person should answer your phone
and be prepared to handle incoming calls in a professional manner. A potential
customers’ time is valuable, show them you respect that. While sometimes
voice mail or message centers may be needed, avoid making it your “normal”
way of communicating with your customers.
- When your customers see your trucks
and technicians, do they see “clean”? Your truck is the first visual perception
of your company and your technicians are the second. Make sure everything
and everyone is neat, clean and professional looking.
- Unless it was done by the CSR during the initial phone contact, be sure
your technicians advise the customer of additional services you may offer
such as treatments for carpet
and fabric protector. Also, if appropriate, treatments for pet odors and
or special stain removal should be mentioned.
- Instructions on how to care for their carpets should be provided before
leaving and technicians should thank the customers for their patronage and
the opportunity to be of service.
- Leaving a “Thank
You / Reply Card” is a professional way to show you appreciate your customer.
Or another approach is to follow up after the job either by phone, e-mail
or a “Thank You” letter. Any of these will show that you value them as a customer.
Information and Articles:
… the Essential Element in the Carpet Cleaning Business
and Fabric Protectors
to Care for Your Carpets Residential Carpet Care Brochure
in Carpet Cleaning
Etiquette in the Carpet Cleaning Business
You / Reply Card”
Importance of a Well-Lettered Carpet Cleaning Truck - The best form of
advertising for your business is to have your company name, phone number &
job description on the sides of your truck or van.
- Uniform Badges, ID Badges, etc. for Carpet Cleaners - Look like a professional - Stand above your competitors
Commit to these simple but important efforts and it will give you the Competitive Edge.
Please read the latest issue of the Clene-Times® at https://www.baneclene.com/publications/.
Please visit our web site at https://www.baneclene.com.
The Bane-Clene® Team.