So, I noticed there are very few threads in the sales category; perhaps these are closely guarded secrets. However, if you are willing to share, this is what I’d love to know:
Do you just do a walk-around by yourself and then present your price, or do you walk with the homeowner and examine everything together?
Do you ask the homeowner questions? If so, which ones?
Do you explain the benefits of cleaning tracks, screens, etc?
Do you have any “canned responses” or found any specific wording that works better than others?
Any other techniques/tactics you find really helpful?
To clarify, I’m not so interested in marketing to get new customers; instead, i was hoping to compare notes on sales techniques on the actual sales call (i.e. estimate).
Here’s what i was doing previously:
Meet householder, thank them for having me come. Let them know I’d need about 10 minutes or so for a walk-around. Perform walk-around, calculate price, write outside only and in/out price on professional-looking estimate sheet, clip on business card with company pen. Knock again. Briefly review prices and what the service includes. Schedule if possible.
What I’m switching to and already tried today:
More of a selling approach involving walking from room to room with householder. Asking when they last had windows cleaned. How was the experience? What did you like? Was there anything you weren’t happy with? Pointing out various things like condition of the tracks and why cleaning them is a good idea. Same with screens, etc. Gently alluding to any additional complications (in a way that doesn’t make them sound like a burden but does help them see why a higher cost is justified), etc.
I believe my new approach will help me estimate the price better, feel more confident of the price, present the price more confidently because I’ve prepared their mind, help build some rapport, shown that i understand their unique situation, show that i care about them individually, show that i know my stuff, etc. I think all this will help close more sales and at higher prices (i think i keep undercharging grossly, partly because I’m afraid to ask for what the job is really worth) and understand the homeowners expectations better (so i don’t keep doing too much).
I know some just estimate over the phone, but i was hoping to see how those of us who estimate in person actually sell it.
IMO, you are putting way too much emphasis on the estimate process. It is simple and that is all that it needs to be. Should only take 5 minutes or so and pretty much the whole thing can be done from walking around outside to check the windows. First floor tracks are always dirtier than second floor. Am I right?
First floor tracks are rather dirty, so are 2nd but not as bad - figure tracks into your estimate.
Screens attract that dirt - figure screens into your estimate.
20 windows are more work than 15 windows - figure window count into your estimate as well as window type/size.
Paint overspray means scraping or solvent - figure that in as well.
Find out if interior glass partition doors, shower doors, mirrors - figure in too.
You SHOULD have prices already set up for all of this, factor them in and do the math, now you have an estimate to confidently give to the customer.
Explain what all you have to offer based on your walk around and conversation with customers wants/needs. Schedule, clean, collect pay…Repeat with next customer.
Not really sure, I feel that people just seem to call out of no where. I found if you do a good job at reasonable prices, show up on time, do what you promised, and present yourself with confidence; the rest just work its self out.
I’ve been in door to door sales for a long while. If someone calls you and you go out there, that is not a cold call “sale” If you are truly walking around a customer’s house with out the customer, your missing a big opportunity to make a friend with them. Ask about stuff that sincerely interests you that you find on the property. Bring A little notebook. Make your hash marks for your count, pita, screens etc. All the time engaging your customer about things they care about. Point out stuff you see about the Windows and let them talk about them. Let them voice concerns about the last guy, let them tell you how to sell them-they will. Bet that craigslist Schmoe is not going to make a friend and you’ll get your price and a good customer. I’ve had customers (referrals) almost committed to the day of the week they want the work done until they realize i haven’t named my price. Go out to the truck and print off an estimate. (Thanks @wcs) You do have a printer on the truck right? It sets you up for a great first impression.
Garry maybe you can post up your factor sheet sheet here for Daniel @WVWindowWashing. I know Daniel has a counting app but your factor sheet should help him and other that read the thread.
The key is be thorough with your walk thru, and keep everything upbeat.
Guess i could have just put one word out there. Flyers! EXCEPT he said he wasn’t talking about marketing, he was talking about selling. If you cold knock a door and they ask for an estimate, it’s not a cold sale anymore either…
I don’t really sell, i just walk around sometimes inside sometimes outside while chatting to customer, explain my process inform them of my guarantee , book around 70% of quotes on the spot, 20% call later too book.
Having a conversation with your customer is certainly what you should do each and every time. Does that mean the customer steers the bus on how you do your estimate? Pull up to the garage with your vehicle and do you walk around the garage bay with the mechanic while he works up an estimate for your vehicle? See, you can have that conversation as a meet-n-greet, then proceed to run your estimate. I have tried letting the customer walk me through the house showing me their windows - doesn’t work as well - I can find the windows; I can observe the tracks and screens; I can see the fishing boat in the garage (I like fishing); I can see the vegetable garden (I like growing vegetables) - we find common things to discuss in a friendly interest sharing way, that is a given. Don’t forget why you are there.
Previously i simply calculated the price and handed it to the person. Now I have a discussion in which i ascertain their expectations and clarify to them what they need and why. I feel this can close more sales at a higher price.
Yes, this is similar to my old technique of not really selling the service, just giving a price.
Still, if spending 10 extra minutes educating the customer and building rapport results in closing just one extra sale each month, i think it might be worth it. Also, I’ve gotten burned several times already because things were much worse than i could determine from my usual outside only walk-around.
But, maybe it’s not worth it. I’ll just have to keep track and see which works best in my market.
