Bidding domestic cleaning jobs – Secrets and tips

Bidding domestic cleaning jobs – Secrets and tips

November 9, 2019 0 By Luis Garrison


– Hi, and welcome to this
week’s Cleaning Coach Vlog. Today we’ll be discussing bidding domestic cleaning jobs, secrets, and tips. For those of you that don’t
know me, I’m Ilze Whiteman, the Cleaning Coach and I’m the creator of The Cleaning Coach Training Academy. This episode was sponsored by
the customer, Magnet System, a system where you actually
learn how to do the whole process to wow your
customer, build loyalty and trust, for them then to agree to your higher price without any problems and never hear “you’re
too expensive” ever again. So, this is the first
ever time you’re gonna go and see your customer and give
them a quote for cleaning. So, what I would recommend
you do first off is, when a customer contacts
you over the phone, you need to find out if they’ve
ever had cleaner or cleaning company before, and then
you will roughly know what kind of charges they are used to. So, you currently have a cleaner or a cleaning company helping you out? As simple as that, to make it a bit more simple but more relaxed for them. If they reply with a
clean no, then you know, they’re not going to be
used to very high charges cause they’re not used to
cleaning company charges. So, they’re not gonna
understand if you go in high, but don’t worry, the
customer Magnet System will sort that out for you. But if they say cleaning company, however, you know that you can go in higher. So, it’s about having
your customers in group A, group B, and group C, and I’ll
explain all of the grades, how you have to grade your customer. In the last weeks video, “How
Much Should I Charge for my Domestic Cleaning Services so I Can Start Earning Some More Money”. So, if you wanted to know
more about the A, and the B, and the C group for your
customers and how to charge them and to actually get people
to agree to your price. Please remember to check
out last weeks video, which is all about how
much I should charge for my domestic cleaning services,
so I can charge more without my customers even knowing. So, you’re just about ready
to go and see a new customer. The one thing that you need
to do is send them a checklist of your cleaning, what you
offer and your testimonials, and your benefits that you
offer as a cleaning company, before you even go and see them. So, you’ll discuss what time
you’re gonna go and see them on what day, then you’ll ask
them for their email address during that phone call because
during that phone call, you don’t want to say “look
I’m going to email you a confirmation email” and in
that email you say confirm the time and the date and then
in that email put a checklist in and say “just before I
visit, if it’s possible, can you please fill out the checklist?” This checklist isn’t there just for them to fill out the checklist, because you want to give
them a tailored plan, right? But what this checklist is really for, is to reinforce, look how thorough we are. So, it’s about doing things different and standing out from any
other cleaning companies. Especially, if she gets three
or four cleaning companies in giving her a quote,
then you’ll stand out. She’ll remember you more because you’re gonna be more thorough. So, send them a checklist
even if they don’t fill in the checklist, don’t even worry,
take one with when you go and see them and actually
give them the checklist and you go “there you go,
you can fill it in for me if you want a tailored
plan, if you don’t want a tailored plan that’s fine”. You’re gonna use that
checklist in any case, to take off what they want
and what they don’t want. Then, just before you
go and see the customer, please remember, you turn up, clean car. You don’t turn up in your work uniform, because you’re the company
boss even if you are doing the cleaning yourself,
you’re a solo cleaner. So, if you want your company
to grow, if you’re gonna be a solo cleaner and you’ve
decided that’s what you wanna do, and there’s nothing wrong with
that, then you can turn up in your uniform, but I would suggest, you actually putting
on nice, smart clothes. You make the effort. Don’t turn up in your
uniform because what you want to prepare your customer for
is a fact, in a few weeks, or a few months time, you’re
gonna have employees coming in to do the cleaning,
however, they don’t want to know that yet, but as
a boss, you don’t turn up in your uniform because you’re
not technically the worker. Even if you are, you’re
preparing them for when you put cleaners in and what you
use is we, not I, we. My supervisors, my
managers, my technicians, it’s not about you, even if
you do the cleaning yourself. So, when you first start,
you’re gonna do the cleaning yourself and then you’re gonna
find employee to do that job and you’re gonna train them,
but then the customer is gonna know you’re gonna do that because you’re saying we, our, right? When you get to the point
when you’re gonna transition from you to then getting a
cleaner to do it, you are gonna have less hassle because the
customer is already aware that you are a we, or an our, so they know that you’re gonna get there one day. So, you turn up, obviously
on time, you’re never late. If you’re late, you’re telling
them, I don’t respect your time so they’re not gonna
respect your time or you. So, you always, always,
always, five minutes early. Now, yes but something might
happen and this might happen. Make sure you allow enough
time to actually counteract the fact there might be
traffic or might be… Make sure you got enough time so those things don’t interrupt
with you being early. When you turn up make
sure your car is clean. You’re saying “I’m a
cleaner, look how clean I am” but look at my dirty car, so
it’s about first impressions. You turn up smartly, make
sure your hair is nice and tidy, you haven’t
got bits of food stuck in your actual mouth, your nails are tidy. So, then you go, make sure
you got your checklist and your customer
questionnaire form with you, so you can fill in and ask the
customer go through the job, you can fill in everything that’s most important to her in that house. You need to know what’s
most important to her because if you’re ever
running out of time, you’ll know what are the
areas to focus on more on before you have to rush off,
for in case something happens. So, then remember when they
open the door, obviously you smile and you shake their hand and you say “Hi, I’m Amy from Amy
Cleaning Services”, right? But shake their hand not
too floppy, not too hard. You want to shake their
hand firmly saying, “I am professional, I am an authority”. Look them straight in
the eye, be confident. Don’t fiddle, don’t look
down, straight in the eye. If you turn up without confidence, they’re not gonna have
confidence in your price. So, you need to stand up, have confidence. Look them in the eye,
say hello, be friendly, have your smile ready,
even if you feel like you just had the worst day in the world, you fake that smile, but you will smile. If you just come in and go
“Hi, I’m Ilze, how are you?” Can you hear how that sounds like? So, fake being happy “Hi, I’m Ilze.” Yes, I just sounded like a
whistle going off, however, it’s about being friendly and
that smile, having it ready. So, you shake that
customers hand, you go in. Always, always, always, buy
shoe protectors for your shoes because if you have shoe
protectors, you don’t have to take your shoe off and then if
you do take your shoe off, some customers might not
like you walking with wet, sweaty socks on their carpets. So, it’s a fine balance, so the
easiest way is just buy shoe protectors because you’re
showing respect to them and their home even if
they say don’t worry, you still do it, “Oh it’s
alright, I don’t mind.” just quick to do it. So, you put them on and the
first thing I want you to do is if there is any kids around or any dogs is bend down to the kids level and say, “Hi cutie, what’s your name?” When a dog comes up or a cat,
you stroke them and you go, “Oh what’s his name, isn’t he gorgeous.” You make a big fuss of the
two most important things in most people’s lives, is the
children and the pets, right? So, cause she needs to know
that if she’s not there, she can leave her dogs
with you or her cats because you’re an animal person. She needs to know, that
if she’s home one day and one of the kids is
ill and you’re there, that her kids are gonna be safe. She doesn’t want to feel uncomfortable. Or, if a dog jumps up and
you’re afraid of dogs and you go (gasping) she’s gonna be thinking
“Okay so they’re afraid of dogs but if I’m not here,
what’s gonna happen to my dog?” They might just lock her up
because her animals and her kids are her babies and she’s
gonna want to protect them, and if you obviously don’t
fall within that category and she doesn’t feel her
kids or her animals are safe with you, you won’t get that contract, and you give her a personal compliment. Her skirt, her hair, her
shirt, whatever the case may be and you just say “Oh
wow, your skirts awesome, where did you get that from?” Something in that lines but
it’s about creating that feeling and she’s gonna feel good
because you’ve actually given her a compliment and she’s gonna feel good. I mean, who doesn’t
like a good compliment? And then as you walk into the house and just before you go through
it, always make a comment of (gasps) “Wow, you have got
a beautiful home”, right? So, you’re giving her another compliment and some of you may think
it’s a bit ass-licky. It works because you want
that customer to feel at ease, to trust you and to like
you and it’s about creating that feeling because remember,
customers will not remember what you do or what you say, it’s the feeling that you give them. So you’ve now done the kids,
you’ve done the actual animals, you’ve given her a compliment,
you’ve given the house… How good does she feel? So, remember as you walk
through the house, remember, to ask her what her other
cleaners or cleaning companies did wrong, because in future
emails or when you actually give her the quote you’re
gonna state whatever went wrong and we will never do
that, but that will connect with her feelings because she
actually feels disappointed, that actually happened and
she doesn’t want it happening again, so if you reinstate
that will never happen again, that specific thing that she didn’t like, you’re in with a better chance. So, it’s all about creating,
going around her feelings, and connecting on an emotional
level rather than just, “This is what we charge, yes we’re good”, take it or leave it because
it’s not about that it, it’s about creating feelings
and remember every single customer out there, they
don’t want to get five people coming to their house giving them a quote. They just want their cleaning
done, they don’t want the hassle, they actually hate it. So, if you turn up, like you
send the checkers before, and then you turn up and
do things differently and you connect with their
feelings, you connect with them on an emotional level and
therefore are more likely to get that contract and
remember your customers worth. One customer, on average, say
spend 20,000 pounds a year and work it out yourself, how
much your customer bring in and if that customer stays
with you for 10 years, that’s 200,000 pounds, right? So, remember how much that
customer is worth to you. So, connect with them
on the emotional level, on the feeling level of things
and that’s when you’re gonna find that people recommend you a lot more because you connect with
feelings and that customer that you’ve just connected
with feelings wise is actually gonna wanna help you because
you’ve helped her so much and if she’s interviewed
five cleaners already, I can tell you now, you
will stand out but she will remember you more than anybody
else that come to see her. So, always talk about the
value you offer, all the time. The value and the benefits,
the value and the benefits. Not the features, not the
(mumbles) check our staff, that’s a feature, you need
to get to the benefits. Remember, I’ve got a full
sheet of features and benefits inside my private Facebook
group, the link will be down below if you want to join. It’s a small group of
cleaning business owners that helps each other grow
and become more profitable. And then I will never suggest
ever giving them the price actually there and then, although
you kind of have to like, close the sale but what
I would suggest instead, is say to them, say for
instance, it’s a two hour job and you say to them “The first
two weeks always takes longer so, what we do on the first two
weeks is we charge a certain amount”, you’re then going to
say “35 pounds for the first two weeks, what we’ll do is,
we’ll come in and we clean, and that way you can see how
we clean and then after that, we can discuss a price
for us going forward. “But at least this way we
can decide then after the two weeks if we’re a good fit for each other, if you like our cleaning
standard and the customer service and everything we provide as a company, obviously if we think you’re
a good fit for our company.” Then you go in, you clean
for the first two weeks, do a really awesome, amazing
job and then after that, you charge per job, so you’ll
then say “Oh well it took us a bit longer than two
hours”, by that time you’ve shown her, this is my cleaning standards. So, if you’re really, awesomely
good cleaning business, you are gonna wow them. You’ve already wowed them with compliments and with the checklist
and everything else. So now, you get to that
point where you’re like “This is how we clean”, because
it doesn’t matter what words you say, you can’t say we’re
better than anyone else cleaning wise, until they’ve
seen how you clean, right? So, you’re giving them
proof but you’re giving them the opportunity for two weeks to say, yay or nay, kind of thing, right? But at least they’ve seen it
and then you can give them your final price which
will be a little more cause you’ll say, “It
took us a bit longer”, because if they’re not happy
with the cleaning service before, they will know for a
fact that even if they’re not quite happy with the price as
such, then you just have to remind them how unhappy they
were before and that you will never do that to them, for
them to agree to your price. So, remember I post a
video every single week. Remember to subscribe, thumbs
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the bell so you can get notification when my next video is out. That’s it for this week, guys. If you’ve got any comments
remember to leave them below, I comment back to every
single comment left and if you have any suggestions,
anywhere you struggle in your business, remember to
join my private Facebook group and together we can help you
get to a solution faster. But that’s it for this week,
I’ll see you next week, bye.