"Jean - thank you so much for your great information. I have to tell you, I made this website my homepage, it has helped me out greatly. I would recommended it to any one starting their cleaning business."
Nicholas Dominguez
Marich Building Services, Tampa, FL
"Steve - Thank you so much. From what I have seen so far you offer an amazing
site. I'm very impressed with the amount of forms and information available. I'm
so glad that I decided to join.
Thanks for creating and making such a worthwhile site available!"
Anthony Fierro
Peoria, AZ
"Steve - this site has so much valuable information!! From downloads,
calculators, etc...the list goes on and on...Just wanted to say "THANKS!!!" To
you and Jean for such a great site !!"
Steven Mooso
S&S Cleaning
Middletown, NY
"The Janitorial Store has provided me with tons of guidance.
Using the strategies have helped with my professional image and overall
knowledge of the industry. Using the Bidding and Estimating Ebook, I've learned
the proper way to bid and landed my first two contracts, which pay about $1600
per month. Thanks TJS"
Joe McPherson
Arch Cleaning Services
Upper Marlboro, MD
"I started my cleaning service 6 years ago and want
desperately to grow. Until now I didn't know how I was going to do it. Now that
I have your business plan and marketing plan downloads along with other
information I'm well on my way. I'm down right glad I invested in your program,
it's the best! Thank you!"
Jon Kuring
Kur-Vue Cleaning Services
Seattle, WA
"Steve and Jean - I just want
to thank you for your great job. I don't know why it took me years to join The
Janitorial Store. I have been trying to do it on my own for the past 5 years. I
wish I had all the information I'm getting now. Thank you very much. Any person
that wants to succeed in the cleaning business, needs to tap into your wealth of
knowledge."
Jerry Omoruyi
Facility Cleaning & Maintenance Ltd
Lagos, Nigeria
"TJS Family -- I just wanted to let you know about 2 accounts
that my company was awarded. I was awarded a charter school account which is
worth $10,252.00 a month, with the opportunity to bid on more charter schools. I
have also won a smaller account which is worth $525.00 a month. I want to say
thank you to Jean and Steve for all the knowledge, and other cleaning business
owners here who gave me advice and inspiration. I could not have done it with
out you guys, and that's a 100 percent true Fact."
Katrel Kelly
Spotless Cleaning Concepts LLC
Philadelphia, PA
Episode #21 -- Cleaning Client Objections and What to Say
Many cleaning business owners are stumped when a client raises an objection. How do you respond when they say your price is too high or they're happy with their current service?
This episode talks about the common objections you'll have and and what to say in response.
I've talked to a lot of cleaning business owners who have no idea what to do when they get an objection from a prospect. Their eyes get bigger, they start to stutter and stammer, and suddenly they've lost control of the conversation! And the sad part is, the prospect KNOWS what just happened; and they realize that THEY now have control and the cleaning company will probably do whatever it takes to get the sale.
So what are some of the objections you'll face as a cleaning business owner? Here are some of the most common ones: "Your price is too high" "Your competitor is cheaper" "I'm happy with my current cleaning service" "I need to think it over" "I'm just shopping around right now; I'll get back to you." I'll bet a lot of you have heard these objections before. I know I have. One time a prospect told Steve our price was too high, so here is how he handled it. He said something like, "I can understand why you might feel that way, but I want to tell you about one of our clients that initially thought the same thing, and then later realized that he was actually SAVING money by using our services."
Ok, he did a couple things here to turn this around. First, he said, "I can understand why you might feel that way", which makes the prospect feel as if he really cares about his concern. Next, he started telling a story about another client. Nothing sells your service better than a satisfied client, so if you can get that client to write about what happened as a testimonial, then you've got documentation to back up your story. So use client stories as much as you can to illustrate a point you're trying to make, and to turn those objections around. Once you've done that, there should be nothing standing in their way from making a decision to go with your service.
So how do you handle the objection about the fact that they're happy with their current cleaning service? Well first, realize that if they were truly happy with their service, they wouldn't be talking to YOU! So it's up to YOU to dig deeper to find the real reason they're resisting making a change. So if they say they're happy with their current service, say "That's great! What do you like most about the service they provide?" And then follow up with, "What changes would you make to the current cleaning service, if you could?" And then ask, "Do you regularly shop around for your products and services?" By asking this question, you are reminding the prospect that shopping around keeps vendors and service providers on their toes if the know they're not guaranteed the business.
Ok, let's talk about the "I need to think it over" objection. If you think about it, they really don't have an objection to your service; they're just trying to buy more time. And chances are, they won't buy from you if you let them go off and think about it. That's because they'll forget all of the benefits of hiring your service, so you'll lose all your momentum. So how do you respond to a prospect that says, "I need to think it over?" Well, say something like this, "That makes a lot of sense. The cleaning service you partner with is important and you want to make sure your decision is the right one for your business. What factors are you going to consider as part of your decision?" This strategy will get them to tell you exactly what issues remain unresolved. And one of two things are likely to happen. One is that the prospect will realize there is nothing else to think about. The second is that the prospect will raise new questions that you can address.
Ok, so now that I've given you some examples, I want you to write down objections you've gotten from prospects in the past. That way you can figure out how you're going to address these issues before they ever become an objection. Preparation and practice is really the key to overcoming objections. Unless you're a seasoned sales veteran, you'll likely be nervous when calling on prospects. But the more knowledge you gain about your business and the more you work on your sales skills and handling objections, the easier it will get. Before you know it, you'll have a great system down and will be getting as much business as you can handle!
Ok, it's your turn. What are some of YOUR most common objections and what do you say to overcome them? Post your comments below the video at CleaningBiz.tv.
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