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Post by Kevin on Apr 24, 2005 11:09:27 GMT -5
When you bid on a commercial cleaning building do you include any extra duties free of charge? What is the limit money wise that you give away free to get an new account?
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Post by Crowz on May 16, 2005 21:49:23 GMT -5
Our first commercial account, a chiropractic/accupuncture/massage facility, we were told that the Dr.'s residence had to be included and billed as an office cleaning.... no problem, we could do that, but when we went on estimate of the place we were asked to change sheets on her bed (which is only about a foot off the ground and hell on the lower back to make) but we accepted anyway. Bad call.... she leaves notes on the days we clean asking us to do things that were never agreed to. We are already earning only a mere $9.00 an hour each on her home. So, I finally left her a note on letter head (with a business card attached) asking her to call 48 hours in advance if she wants extras, and if she doesn't want to pay then something else we normally do will be skipped for that visit. No more notes so far! No calls either....
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Post by jcmarkey on May 20, 2005 7:44:53 GMT -5
We most always charge for extras. If we don’t charge, for whatever reason, we send an invoice for the work listing the amount that we would have charged the client with the words “NO CHARGE” at he bottom of the invoice.
Why in the world wouldn’t you charge for additional service? Doesn’t the chiropractor charge for every time you come in for an adjustment? When you order a cheeseburger instead of a hamburg doesn’t the restaurant charge extra for the cheese?
Our stand is that if you give any service away then you must feel that that service is not worth anything…and then, so does your client.
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Post by CleaningLady85 on May 20, 2005 9:25:24 GMT -5
What about as an bonus, when i do residential cleaning , ill include a couple of small things to let the customer know that i care abaout their house,
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Post by jcmarkey on May 27, 2005 8:24:21 GMT -5
Give a small gift. Note pads with your name printed on them...better yet with THEIR name printed on them along with yours. A flower in a bud vase, a small (5 -7 pieces) fruit basket, a pen with your name on it, a small basket of bakery (bread, cookies, danish) goods.
Just don't give away your service. That is what you sell to make a profit to be able to give a small gift. Don't underestimate the value of your labor, if you do, so will your client!
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Post by Crowz on May 27, 2005 12:51:06 GMT -5
I agree with Mr. Markey. I have learned first hand that if you give an inch they take a mile. Sad, but true. It is rare that you find someone who actually appreciates the effort. Most come to expect more for free. This is why I have started using Specification Sheets and Service agreements. We cleaned the lobby carpet of one of our current clients this week. When we arrived on the job, there was a note (no, it wasn't the chiropractor) asking if we could spot treat in another room where a strawberry smoothie had been spilled the day before. John decided we would not charge bcuz we were not sure the stain would come out and stay out..... NO CHARGE was included on the spot treat on invoice. Two days later John called to ask if they were satisfied with the job. He spoke to the owner of the business. She loved the lobby but hadn't noticed the spot in the other room so asked the receptionist if it did indeed stay out.... she said it was still there. Well, we did our regular cleaning this AM and looked for the spot to re-treat. Couldn't find a thing! Hmmmm.....
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Post by Kevin on May 27, 2005 23:30:56 GMT -5
In regards to residential especially doing alot of carpet cleaning your ratio is avg. 36 to 1, (36 residences per business) increase your odds of growth and profit by incorporating and keeping residential in your cleaning programs. In regards to Included in commercial cleaning. Business is done with negotiation, offers and compromise. Maybe you give away labor that equals free cleaning or extras for your customer, or maybe its merchandise. Remember offers lead to negotiation, and compromise equals confirmation. When you are starting out your budget may not allow you to purchase give aways and all you have is time on your hands and a good supply of elbow grease. There is nothing wrong with doing a little extra for a customer. Then when you do grow you can purchase promotional items, but also make sure they are quality with your name, logo etc. on them, sometimes it is better to stay basic. Ive seen salespersons who are in their sales pitch putting on a wonderful presentation building how great their company is , then close with a 25 cent pen. If your have a good service, fair price and are confident you need nothing. In my opinion promotional items included in commercial cleaning should be equal, a little free or extended service and some promotional items also, but being the commercial forum, I will also say dont forget those promos for residential customers. You will possibly keep a residential customer for life, where business accounts industry avereage are 3-5 years  "Remember offers lead to negotiation, and compromise equals confirmation" |
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Post by jcmarkey on May 28, 2005 6:33:22 GMT -5
To each their own ways and methods. That’s what makes the country so great!
What works for some doesn’t work for others that is why Baskin-Robbins has so many different flavors of ice cream!
We began our company in December 1987 with no employees, only my wife and I, and no accounts.
Today, we have almost $2.4 million in contracts; almost $500k in non-contract work that is completed by a little over 200 hard working associates, and we enjoy an extremely high client retention rate.
In 2003 we increased our contracts over 25% from 2002. In 2004 we increased our contract another 19% over 2003.
We do not advertise in the Yellow pages (except for an in-line listing), we do not advertise on the radio, we do not advertise on TV, we do not advertise in the print media, we do not advertise on billboards.
We are usually NOT the lowest bidder.
We do not have any “offers” or discounts on our service. I do not believe that giving away one’s service is seen as a benefit to the buyer. In my opinion, it only establishes in their mind that they should receive another discount, (and maybe even a larger discount) the next time they purchase a service from us. Quality, reliability, integrity, and hard work will grow one’s company more than giving away the store or, a part of it.
We spend only small amount (by percentage of sales) on marketing our services to perspective clients. Our actual costs are about $1,000.00 per month…but when we started it averaged about $100.00 per month.
So, it works for us. ;D
John
P.S.
I'm John...my father was "Mr. Markey" lol
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Post by Crowz on May 28, 2005 13:23:28 GMT -5
John... that is my husbands & father-in-laws name. Kingman is a smaller town. One of the things we hear most from clients and perspective clients is that their past or current cleaning/janitorial service is unreliable and/or doing a poor job. We founded Crowz on the basis of reliability, integrity, and quality. One reason for the bonds we carry.... basic janitorial, honesty, neglegence. There is little competition here for commerical. There is a lot for residential. My John dislikes residential... have had customers who want to stand behind you and tell you how to mop the floor, want you to mix bleach & amonia in the toilet, use their raggedy towels and so tiny squeeze dry sponge mops, or use there ever so difficult to use powerless vacuums, and so on. Very frustrating. We keep a list of people who clean residentials for referral... but they are usually unlicensed with no bond. Anyway, we do not advertise in the yellow pages here either because it takes 2 years to get an ad published... by then we will have grown, moved, or (God forbid) gone out of business. Well, advertising is an issue for another forum topic,isn't it?
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