Your duty to the customer

[Kevin]

So we all come across customers now and then that we could sell the moon to, when is it your duty to stop the sale process, and tell the customer they do not need that cleaned or that looks fine.

We have a customer that purchases spring cleaning each year, her house is in pristine immaculate shape, she gets the carpet cleaned, ceramic done in her house, pressurewashing, windows, some general cleaning... etc.. etc.. a whole day of cleaning $1275.00 , she purchases every year, and always schedules for the day she goes on vacation for a week.

So the question is this, what is your opinion of the customer that does not need the cleaning, but gets it? Also when do you think that if you have a customer like this is the the time to stop? I could say to her, that needs to be cleaned and she says go ahead and do, it?

[chevygirl57]

Why stop the customer? If they're willing to pay and think something needs a cleaning, go for it. The more money the better. The more they use you the more apt they are to bring in referralls.

-Nicole

[logan5127]

What appears clean to one person may appear dirty to another. Each of us have a tolerance point and each of us see things differently. I never disagree with a customer that says this is dirty. I just say its not to bad. I never attempt to get work that is not necessary. For example if they say their carpet needs cleaning, I don't suggest that I clean their couch also or their windows unless I see it needs it. It is great to have a customer that is willing to pay but you should never take advantage of the situation by pushing for more. A customer that thinks their carpet or what ever is dirty, might be offended if you tell them their wrong. To them it is dirty and may be because of things you don't know or see or just because their tolerance point is different then yours.

[Kevin]

Pretty much the point I was going for, I could tell this customer that there is a new chemical for windows Example: Micro Biological Agent: That limits the amount of bacteria that enters your house, and the extra cost is only $6.00 per window pane, she would buy it. So I guess a good question is... If you have a loyal customer, when do you stop suggestive selling?

[logan5127]

Answer is you stop now. If these windows are already in good shape there is no need for the extra service unless she request it. If the loyal customer has a list of your services and she sees a need for extra services she will let you know. I think another question is, when are you selling a needed service and when does it become a con job?
On the other hand when should you turn down money on your on free will?
I had a carpet cleaning job a couple weeks ago. I had two of my employees there to do the job. We had not seen this job before arriving to do it. They were willing to pay our price of $370 and set up this appointment over the phone. Upon arriving , I found out the person who hired us was a friend of the owner who was going to sell the house. The owner was out of town. The carpet was so bad that I suggested not doing it because I did not think it would come clean enough to my satisfaction. I suggested she call the owner and tell them to apply the money to replacing the carpet. She did and thanked me for my honesty. I had to pay the two employees for an hours work each. I made nothing off this job except a good feeling that I did the right thing. I am sure it will come back to me in some way. I could have easily have said it will clean up but not like new and she would have said OK, and paid me. But this carpet was really bad and may have cleaned up 50% better. Thats not good enough for me or for my clients. So I walked away from it . From another point of view; my pride has lost me much money over the years but has never lost my reputation. Which one is more important?

[Kevin]

I think its a fine line line we walk. In this case we would tell the customer the same thing, at the same time we would offer the customer the option to have the carpet ripped out and new carpeting installed at a great price.

[Grizzly]

Let us not forget part of the meaning of the word "Professional" . In my mind , part of the meaning of that word is the willingness to educate and operate in an ethical fashion. We all need to be professionals.

Bill