To have a successful and profitable Carpet Cleaning Company, it is important to give the customer what they need. But sometimes that may mean not giving them what they ask for.
If you up-sell a customer extra services they ask for but don’t really need, then you both end up losing. The customer will feel they were oversold and taken advantage of and you will have lost a customer.
While this does not happen very often in the residential market, it is much more common for your commercial customers. You must be familiar with your customers’ business and their problems and needs. This information, combined with a thorough knowledge of your own services, will enable you to know what’s best for them.
Now, it is time to begin a dialogue with your customer. It is important to not appear like you are forcing anything upon them. It is better to try an indirect approach by asking them questions. Some examples are: 1. When was the last time they had cleaning? 2. What type of cleaning was done? 3. Did they have carpet protector applied? Now that you have these answers you can feel confident in giving your recommendations. Explain the benefits of your service and the Carpet Cleaning Equipment you use. Talk about the chemicals you use and the training and certification of your technicians and your company. This not only provides accreditation of your company but also instills confidence.
Once you feel comfortable in the needs of your customer, it is time to offer a proposal. It is paramount to make them feel confident, that in fact you are proposing the right services and their frequency. Also, that these are your suggestions based upon the conversation you had with them and the observations you have made.
By exploring their situation together, you invite the customers’ input, while establishing the fact that you are the right company to provide Carpet Cleaning services for them.
This way you give the customer what they need.
Related Information and Articles:
- Add-On Carpet Cleaning Sales
- Building Your Own Carpet Cleaning Business
- Carpet Cleaning Equipment
- Carpet Protectors
- Commercial Carpet Cleaning
- How to Sell Carpet Protectors
- The 15 Factors of Success in Carpet Cleaning Business
- Training and Education Classes
- Twenty Steps to Success
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