Information Gathering During a Walkthrough: What Must You Know to Prepare the Proposal and Give a Fair Price?

Cross Concepts Series: 7th In Our Series
Last time we discussed some of the differences in estimating a commercial property versus a residential home.  Today we will get to some specifics about what you need to know.

After you have introduced yourself and exchanged business cards, you will begin walking the building with the manager or building owner. During this time you will be asking a lot of questions but at the same time, you will be listening and paying attention to the concerns and needs of the prospect.

Listening is one of the most powerful attributes of a super salesperson! If you don't listen to what the prospect is telling you about the space and their requirements, you won't be able to make good decisions on pricing. 

Pay attention to areas of most concern to the prospect.  If he tells you the restroom always smells musty, make a note. If he tells you the toilet dispenser is always empty, make a note. If he tells you the entryway is critical, make a note.  Whatever is discussed during the walkthrough that is a concern, make a note and address it specifically in your proposal.

Here is some information you will need to have to prepare a proposal and price:

1. How often is service requested?  Frequency of service is a key issue.  How many nights a week to clean? The more frequent the cleaning, the easier to keep up with maintaining the property. Discourage one time a week accounts whenever you can. They require a full clean each visit and in the end usually don't save money for the client.  Encourage a minimum of 2 visits per week.
2. How many restrooms in the office? How many fixtures in each (toilets, sinks, urinals mirrors)? What type of floor covering in the restrooms?
3. How many people work in the space? What is the density of the office? Remember, the more people, the more upkeep necessary.
4. Exactly what do they want done? What services are they looking for you to provide? Do they have written specifications? If so, make certain you understand them. If not, you will have to write them. Do they want floor care, window cleaning, and carpet cleaning? Discuss all of this during the walkthrough.
5. Estimate the floor covering breakdown; what percentage is carpet, tile and wood.  Just give yourself a note; 20% wood, 50% carpet, 30% tile.  These numbers can be approximate, but you need an idea because production rates are different for each.
6. Janitor Closet? Is there a place to bring supplies and leave on the property? Is it secure?
7. Iron out the Details; are you to wash cups in the sink? coffee pots? computer screens and keyboards? personal items at desks, desks that are cluttered? inside of refrigerator, microwave? Have a clear understanding of expectations in these detailed areas.
8. Who provides the consumable supplies? Paper towels, hand soap, trash liners and toilet paper can drain profits if misused. Encourage the client to provide these products.  Offer to order and deliver on an as needed basis and invoice for the product. You will want to add additional revenue for warehousing and delivery to your invoice.

As you walk through cleanable space you will want to check for the following:

• What is the current level of cleanliness in this space? Is this a reason they are taking bids?
• How long would it take you to clean each room? Jot down your approx times as you walk  through the area.
• Look for worn carpet or tile, damaged walls, scuff marks on doors. The general condition of the office is an indicator of their maintenance standards. This shows what is important to the prospect. If the area is spotless and pristine, yet the prospect complains of dirt, you know that the standards are extremely high and you will have to budget plenty of time to complete the work.
• Has the prospect had several cleaning companies in a short amount of time?
• Are they happy with the current contractor, but looking to pay less? Probably not a good situation for you.
• Are they happy with the current contractor, but the contractor is stopping service? Check this out!

Gather as much information as you can during this time with the prospect. You might even ask if they have a budget figure you need to meet. Some will tell you, others will not.

Ask some of these questions:

1. When are you looking to make a change? How much notice will they be giving the current contractor. If they say you can start tonight, you know that one day, they may treat you with the same disrespect and drop your company without notice. You would want to be careful here.
2. Ask “If you could change one thing about the current contractor, what would that be?”
3. “In your mind, what would the ideal cleaning company be like?”
4. Is there a security alarm?
5. Where are the dumpsters for trash?
6. Is there anyone else besides you involved in the decision making?
7. Are there any questions I can answer about my company that will help with the decision making?
8. If you like, I am available to speak to anyone else who is a decision maker.
9. Is there anything I have not covered?

Finally, professional ethics in our industry dictates that you would never speak badly about another cleaning company during a walkthrough.  You will probably always find things that you would do better and rooms that could be cleaner; however, to speak poorly of another contractor to a prospect diminishes your professionalism. This is VERY important. I cannot stress enough that your professional behavior during the walkthrough will count more toward winning accounts than your price.  You will gain respect and trust when you behave in a professional manner and set yourself apart from the competition.

Sharon L. Cowan is the former President and CEO of a multimillion dollar regional commercial and residential cleaning company. She has a passion for helping fellow business owners reach their potential and realize their dreams. Sharon is a popular speaker and workshop leader. She has been a guest speaker and seminar leader for BSCAI and ARCSI and twice won marketing awards from the BSCAI. Sharon holds workshops throughout the country teaching cleaning business owners how to maximize profits and grow their businesses. Sharon can be reached at 772-563-7320 or www.cleaningbusinessconsultinggroup.com