Selling Without Selling: Customer Service as Sales
I will say this time and time again, it is more beneficial to your bottom line to be helpful and provide and exceptional customer experience than to be a salesperson.
When I think of a sales person I think of the 1980’s movie “Used Cars.” Their primary focus was to get you off their car lot with a car, and if it died 5 minutes down the road…they could care less. Of course, quite a bit has changed since the 80’s and as any business owner knows, the role of the modern day salesperson is to guide the customer, not push the customer.
That being said, you can’t just roll over and let the sale get away from you. After all, this is your business and you want to succeed. In closing the first sale with a new client, I always keep in mind the customer life time value (LTV). Once we begin the relationship with the client, it’s time to nurture. Here are just a few ways that I like to close a deal without being overpowering or pushy.
Phrases I like to use to ask for the sale:
- Would you like me to get that on the schedule for you?
- I can get your home on the schedule as early as Friday!
- We have a team in your area this week on Wednesday and Thursday do either of those days work for you?
- Do you have a date in mind or would you like our first available?
Here are some other frequent scenarios that we encounter:
Client says: “The house is really clean, we just had service last week.”
Response: The service could take less time than anticipated. We bill in 15-minute increments after the first hour and a half.
Client says: “This is out of my budget.” or “It is too expensive”
Response: We do offer $25 off your first-time service or We can customize any service to meet your needs.
Client says: “That is out of my budget, but I really need help getting ready for this party.”
Response: We can certainly do a custom service for you, perhaps you only need the common areas cleaned? We can do your kitchen/living dining and guest bathrooms. We will make them sparkle for your guests!
This is one of my favorites, although it can get touchy depending on who is on the other end of the line…
Client says: “Well I just saw a Groupon for $60 for 2 hours.”
Response: We certainly cannot beat that deal! However, I do feel inclined to mention that we get calls on a regular basis from folks who have used purchased a Groupon, and had difficulties scheduling appointment. So they call us instead. Or the company has gone completely out of business and never shows up for the cleaning.
Don’t get me wrong here, I think Groupon can be a great tool to try new things, such as a new restaurant, but in my opinion, it’s NOT a good method to grow a small service company.
Client says: “I need time to think about it”
Response: Ok! Great! Would you like me to email you the quote that we spoke about?
Tip: Email the quote and offer a discount or upgrade for the first service.
Don’t forget to always follow-up on every client whether they booked or not. If they called you once they were thinking about using your services for one reason or another. Keep in mind that sending out a simple monthly email will cost next-to-nothing, and only take a few minutes if you use a service such as MailChimp. We send out a monthly e-mail to thousands of folks who at one time expressed an interest. Some months we get little to no response from the e-mail and in other months, BAMB! the phone is ringing off the hook. You just have to stick with it!
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