When you first started on this business did you work as a sub-contractor to like me or you work for some big cleaning company as a employee? Or you franchise?Quote:
Originally Posted by Stringer
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When you first started on this business did you work as a sub-contractor to like me or you work for some big cleaning company as a employee? Or you franchise?Quote:
Originally Posted by Stringer
I believe that anyone that wants to start a business and be successful should learn the business from within first. I started as a salesman for a janitorial company and eventually became the vice president of sales and marketing for the company. I was with them for over 15 years.
When we started our company we used sub contractors and switched to regular employees shortly after. There are many limitations and legal shortcomings to sub contracting workers.
And no, I don't think that franchising is the best way to go when starting a cleaning company.
Stringer
What is the limitations and legal shortcomings for Sub contract worker? Because right now that's what I am doing.Quote:
Originally Posted by Stringer
Most states and the federal government set rigid rules and regulations that define exactly what a true sub contract is. There are quite a few of them. If you are investigated, usually by the state first, the federal government will also follow suit. When you are ruled in violation, you will have to pay all back taxes, interest and penalties, it can be devastating financially.
Many feel that these rules were put in place to insure that all taxes are being paid; by the contractor (employer) and by the subs who (in the US) are 1099'd. In other words the subs have to pay all their own taxes (as I'm sure that you already know) and some don't.
I do not know the rules in Canada, however I feel that they are probably the same.
Who Is Considered Self-Employed?
Just one site on this matter, there are many... Google the rules for sub contractors in Canada or talk to a tax attorney.
Stringer
Hi kindly draft me a letter stating that I new appoint has a customer support executive and hereafter I will help in all communications with the customers and also apologise for the inconvenience happened before I am koining
Hi kindly draft me a letter stating that I newly appoint has a customer support executive and hereafter I will help in all communications with the customer and also apologise for the inconvenience happened before I join
Hi Saigopal,
Please start your own thread and ask your question as the rules of this site state, you are not to piggynack it on someone else's thread.
Go to "Ask" and list your question please.
OH I see.. 'Quote:
Originally Posted by Stringer
Anyway what is the good thing to give to my potential client? You said flayers only for the resident ail but I don't want to clean residential only commercial and offices. So if I meet with my client what do I give them first?
Obviously you have to give them your 'calling' card Ebb, do you have them? Your card is very important and how you have it designed. It says a lot about you, your company and what you do.Quote:
Originally Posted by ebbclean
I leave a brochure with them and mail one if requested. This too is important as it accomplishes what your card does and so much more as you will have additional space to market your 'wares.'
There is a lot of information out there about what to put on your card and your brochure but I would suggest that you keep it simple and do not fill them up with so much information that it isn't easy to read. Give enough information to 'wet their whistle' so to speak. As the intent is to get them interested and to get a live interview with them.
Name, phone number, address, your logo and a brief statement concerning what you do for your card. Make that one sentence long.
Brochure; the same things, however on mine I ask questions on my brochures to get them thinking;
"Are you happy with all facets of the service you are receiving from your present cleaning company?"
"Did you realize that there are companies that can provide better service and you could possibly preserve more of your assets?"
"Do you have the time to resolve the problems that keep coming with your present service?"
Just some suggestions Ebb...
Stringer
Morning Ebb
I have taken a back seat to Stinger as he understands your market and country obviously better than I do, however the basics of selling are the same all over the world
I have been following and would like to reiterate the advice stringer gave you on 'wetting their beaks'
This is a key part of selling, you always want to give 90% of the information and allow the customer to ask for the next 10%, this forces the customer to have a conversation with you, and by talking to you they are not talking to a competitor
By talking to you, you are forcing the customer to get to know you, which breaks down the 'stranger' bonds and it is easier for them to give you an order
I would also like to add this
Every sales rep, business owner has had to learn from two sources
1. Advice from others
2. Their own Mistakes
I am sure stringer will agree, selling is about learning from one customer encounter to the next
Selling is about seeing or calling the most people
The best sales reps and most successive family run businesses are those that see the most people so they can learn the most
It seems to me you need to start calling as many poeople as possible, then and only then will you truly learn how to sell
On the way, ask the questions, but get out there :)
Agreed that it IS a numbers game to a large extent, there is no doubt about that. Especially in getting interviews.
Personally I have found that getting the personal interview is almost vital and in our business it is always very important to do a 'walk through' of every facility that you are bidding to be able to offer an intelligent and viable proposal. Before EVERY interview, I do my due diligence, I gather as much information as possible about their company, their locations, their history, etc, and about the individual I am going to see if possible.
Another thing, when you are in the interview and have a moment or two for 'small talk', pick a subject that interests the prospect, not yours. For example if you see pictures of horses on his/her wall... do you think you should talk about cats? Always use some common sense. I know this sounds elementary but you will be surprised how many are so self centered that they will try to switch the conversation to what they like... It is and will always be about your prospect!
When in a 'one on one' with the prospect I go over enough information pertaining to us that is necessary to build enough confidence. Then quickly go to asking questions, this helps build a level common interest and rapport. Keep the prospect talking/answering and a level of trust may develop that will assist in providing solutions for them.
As I have promoted in my seminars, if at some point the prospect starts to ask defined questions about his/her service that you may be able to resolve you are building that rapport and confidence that I spoke of earlier.
Although certain processes have to take place in these interviews such as assuring them that you are competent, buying is and always will be an emotional decision. Prospects and in fact anyone that you are in a conversation with will make decisions about you that are conscious and/or subconscious. IF they decide among other things that they 'like' you, you are 'first and goal.' Always be professional, sit up straight, dress appropriately (I always wear a suit out of respect for them), and hygiene is vital. Also watch your prospect during the interview, watch their body language, it will tell you a lot.
First and foremost, know your business inside out. But also most important is ALWAYS LISTEN, and KEEP LISTENING throughout the interview. Respond intelligently and decisively, respect that you are a quest in their domain but relax and confer in a general conversational way.
For example, on occasion, during the interview, I will ask a question like this;
"Mr/Ms ----------, the very fact that you are taking your valuable time and seeing me tells me that there is a situation or problem that you are having could you please go into more detail?"
If you have built up enough confidence with them at this point they will begin to elaborate and you will have gained a lot more than others who buy into the adage that I need to totally explain EVERYTHING about my company to sell them. If you do that, (and believe me your prospect has heard this approach at least a hundred times already) you will become just a number like so many others who don't realize... she/he wants solutions! AND a chance to voice what they are. People want to be heard, let them talk and you will learn a lot.
Provide them this platform and along the way make a friend and also get many referrals down the road.
Stringer
Totally agree, people want to talk about their business, if I understand correctly, the type you will be going after, the restaurants etc, you will be talking to the people who have spent every working hour for years, so get them to talk about itQuote:
Originally Posted by Stringer
I have used this technique for years, not only do I understand their needs better, but as they are talking, they fill with pride and feel good about themselves, this releases endorphins, which will make the customer feel at ease with you and this is the road to the customer feeling happy to trust you with an order
Hey Stringer,
I actually have a brochure but I am not sure if this is good enough or simple enough. But this is what it say
Quote:
EBB CLEANING SERVICES
LICENSED & INSURED
WHO'S CLEANING YOUR BUSINESS TONIGHT?
IS YOUR BUSINESS CLEANED BY PEOPLE DOING DETAILED PROFESSIONAL WORK?
ARE YOU GETTING A COMPLTE FIRST CLASS CLEANING SERVICE AND BEST RATE IN TOWN?
WE DO NOT CUT CORNER'S, WE CLEAN THEM ALL
COMMERCIAL & INDUSTRIAL
AUTO SCRUBING & BURNISHING
CARPETCLEANING
POWER WASHING
STRIPING & WAXING
FREE ONSITE ESTIMATE
TELL: * edited out
FAX: ** edited out
Email: * edited out
Website: ** edited out
I will be honest as a business person and a person who did sales for years, unless that person is looking for a cleaning person right now, normally they flyers go into the trash, They are more likely to save business cards in a file ( maybe) but a lot of them also go into the trash.
In general it is follow up, getting to know them, and them you.
Chuck what you have said is very true, but you still have to do it.
As we said earlier, initially it is all about the numbers, on average it takes (in our type of industry) 100 cold calls to get 6-8 good interviews and you should close a third of those.
Yes they will probably throw away most of them but those few that don't make it well worth it. And when you first talk to the potential client you can ask a lot of questions that will determine whether you should send literature.
Primarily I leave my card on first contact and leave a brochure when the quality of the potential sale has progressed to an interview. Not all interviews materialize quickly into sales, if the potential is there it is well worth nurturing it for later. Which includes leaving materials and continued contact for a chance to develop a continued relationship which if handled properly will develop.
What is nice about our business is that in most cases those buildings will always be there. And if you did not relate to the person that you contacted, they will more than likely move on and you will have another chance with someone new.
(Side bar): For that matter, we have actually received a lot of new business because someone that was with a client where we provided service called us after they started at the new company.
Stringer
It is basic human nature, understanding that is a giant step to being successful.Quote:
Originally Posted by phlanx
Today with voice mail, email, etc and the rush to get things done, people just don't have time to listen to other people. People love to be able to talk to an interested party, actually a lot of people crave this opportunity. So yes, let them talk, it could be about anything... but you are building a relationship in the process.
Stringer
Stringer is my brochure good or bad?
EBB CLEANING SERVICES
LICENSED & INSURED
WHO'S CLEANING YOUR BUSINESS TONIGHT?
IS YOUR BUSINESS CLEANED BY PEOPLE DOING DETAILED PROFESSIONAL WORK?
ARE YOU GETTING A COMPLTE FIRST CLASS CLEANING SERVICE AND BEST RATE IN TOWN?
WE DO NOT CUT CORNER'S, WE CLEAN THEM ALL
COMMERCIAL & INDUSTRIAL
AUTO SCRUBING & BURNISHING
CARPETCLEANING
POWER WASHING
STRIPING & WAXING
FREE ONSITE ESTIMATE
TELL: * edited out
FAX: ** edited out
Email: * edited out
Website: ** edited out
It's not bad Ebb, I would make some changes, however that is your choice.
Stay away from cutesy sayings, that may work in residential but not so much in commercial;
"WE DO NOT CUT CORNER'S, WE CLEAN THEM ALL"
I don't see the pertinence here;
"WHO'S CLEANING YOUR BUSINESS TONIGHT?"
Are you satisfied with the detail? Instead of:
"IS YOUR BUSINESS CLEANED BY PEOPLE DOING DETAILED PROFESSIONAL WORK?"
And I think that this is repetitive;
"ARE YOU GETTING A COMPLTE FIRST CLASS CLEANING SERVICE AND BEST RATE IN TOWN?"
"Do you have the time to take care of the complaint calls?"
"Call us, we can take care of these problems and we can prove it."
"Cleaning is more than a clean desk...it is an attitude."
Just some suggestions...
Stringer
EBB CLEANING SERVICES
LICENSED & INSURED
WHO'S CLEANING YOUR BUSINESS TONIGHT?
ARE YOU SATISFIED WITH THE DETAIL?
DO YOU HAVE THE TIME TO TAKE CARE OF THE COMPLAINT CALLS?
ARE YOU GETTING THE BEST RATE IN TOWN?
CALL US, WE CAN TAKE CARE OF THESE PROBLEM AND WE CAN PROVE IT.
CLEANING IS MORE THAN A CLEAN DESK. IT IS AN ATTITUDE
COMMERCIAL, OFFICES, RETAILS AND INDUSTRIAL
GENERAL CLEAN UP
AUTO SCRUBBING & BURNISHING
CARPET CLEANING
POWER WASHING
STRIPING & WAXING
POST CONSTRUCTION
FREE ON SITE ESTIMATE
TELL: -------------
BUS: ---------------
FAX: --------------
Email: ------------
Website: -----
What about that Stringer? Id like to keep the best rate in town so they know that we offer best price too. I don't know
So this brochure I have to give to my potential client right away when I am talking to them?
Hi Ebb,
Go back to my post # 55. I leave a brochure when I have the first interview and if I feel that there is potential for new business. I send a brochure after talking to them on the phone... again when I have determined that there is a good chance that this will progress to possibly a sale.
You can make them aware that you are competitive Ebb but to stress pricing a lot may be detrimental as you could be considered to be offering less that quality (cheap is not a marketing tool). It does depend on a lot of things, economy, the type of market, etc. For example, medical wants a good price, however quality and safety is extremely important.
Stringer
I made suggestions only Ebb, you need to decide what you want on your brochure. Gather some of your competitor's brochures and go on line to look at their websites, this may also give you an idea...Quote:
Originally Posted by ebbclean
Stringer
I kind of like it too, so I think this is what I'm going to use
Stringer, are you saying give them a call first and ask if they need a janitorial service? Or its better to go there in person and talk them then give them my brochure?
Evening Ebb
You will have to check with stringer to see what the norm is over in the states, but my advice to you would be
If you go in person you can talk to the person who could you an order, if you call, he could always cancel later, but then you have to determine your own time management and costs for travelling verses profit
True, but almost always you do not get to see the decision maker on a cold call (although some very small companies... you will) without an appointment.Quote:
Originally Posted by phlanx
One very big advantage is that when you go in person you will have the opportunity to see the building which is important. Then you can make a decision up front if you want to bid on this location and size building.
Calls in person are always best and then follow up to get an appointment. Which is another chapter and art/skill completely.
I would leave a brochure when there is initial interest or if it is a project that you have keen interest in. As I mentioned if one is requested on the phone, I try to qualify it before I send it as a lot of this is sadly just to get you off the phone.
Stringer
"CALL US, WE CAN TAKE CARE OF THESE PROBLEM AND WE CAN PROVE IT."
Ebb, always make sure that proper grammar and spelling is correct, although this may not be true, this can say tons about you and your company.
Not a big one but in my opinion:
CALL US, WE CAN TAKE CARE OF THESE PROBLEMS* AND WE CAN PROVE IT.
Stringer
Ok i have change it
Quote:
ebb cleaning services
Licensed & insured
Who's cleaning your business tonight?
Are you satisfied with the detail?
Do you have time to take care of the complaint calls?
Are you getting the best rate in town?
Call us, we can take care of these problems and we can prove it!
Cleaning is more than a clean desk. It is an attitude
Commercial & industrial
General clean up
Scrubbing and burnishing
Carpet cleaning
Power washing
Striping & waxing
Complte floor care
Post construction
Complte office care
Free on site estimate
Tell: (403) 690-2363
Fax: (403) 253-0951
Email: [email protected]
Website: EBB Cleaning Services
OH I get confuse. So if I make a phone call? I ask for a manager right?
Do I bid over the phone or I ask him or her if I can make an appoint to talk with you and submit a competitive Bid?
Rule number 1; NEVER quote, price or bid over the phone no matter what. Tell them that the only way that you can offer a competitive honest price bid is to tour the building.Quote:
Originally Posted by ebbclean
There are too many nuances; What exactly is to be cleaned, 'cleanable' square footage, how many days per week, is Saturday and Sunday included. IF so, what is to be done on those days that is different from the rest of the days?
I do not quote anything,. anything over the phone, too risky and is not professional in our business. After doing a walk through and asking for a set of specifications ask when this bid is due. Sometimes, especially with municipalities. Schools and government jobs there is not only a specific due date but an exact time that it is due back. And if you are late, you could be disqualified.
I did once, early in my career and lost my shirt!
Rule number 2; Always ask a ton of questions and do a LOT of due diligence, seriously!
Here's what I ask the receptionist or anyone that answers the phone if they are not the person I need talk with;
"I wonder if you could please help me? I would like to speak to the person that contracts for you nightly cleaning service." This is clear and concise they will know exactly whom you want to speak with... usually.
The first 30 seconds of your conversation with this person, the decision maker, will determine if you will get to first base. How this first contact is handled is vital.
Most often the receptionist will tell you and or connect you. Always have a pen and paper ready when she says who the person is... ask her to please spell their name. And I ask if they have a direct phone line too.
The end of the first semester is drawing near Ebb... (ha :D ha) have you learned anything? :)
Stringer
OH OK.. I thought when I do a phone calls to business I gave them a quote right away?
OK after I talk to the a receptionist and they direct me to the Decision maker, what exactly do I tell (him? Or her?) I want to submit a competitive bid, so if possible I can make an appointment with you to go over your facility and tell you more about our Cleaning Services?
Is it kind of like that? Can you please give me a Phone call guideline here ? How to properly talk on the phone
Morning Ebb
It seems to me you are struggling with cinfidence to go and ask
Your questions are phrasing in such a away that the more you talk about this the more questions are raised
As I am sure Stringer can, I and all the seasonal sales reps can tell you stories of where it went wrong and cost them money
The biggest activity in selling is trial and error, you need to find a way of speaking that is comfortable to you, if you feel comfortable saying things, then it comes across as you are confident and competent in your work
A friend of mine came to this country 20 years ago and still has a very strong accent, the way he speaks to his customers throws every rule out of the book, but his customers respond to him
So there is no such thing as the exact right way or wrong way when it comes to selling
You need to find the pattern that works for you
In answer to your thread above, as Stringer states,
If you give the price straightaway, the customer will make a yes or no decision there or then, if you build a rapport with the customer first, then the chances of a yes increase
In selling ebb, the way you learn you lessons is by not getting paid
OH so your saying when I talk to decision maker don't give me price yet talk to him or her first to get attention and then after talking is all don't and walk through the facility then I can tell hi or her my price?
I just want to know how to ask them in the right way when I talk to them over the phone or in person and what do I give them when I see them in person.
Ebb, read this, it is not the final thing on this but may help you...
Cold Calling : Sell : How To : Eric Wolfram's Writing
Hey, All!
How about a person practicing a presentation on friends to see what they might think and the way that the presenter made them feel?
Thanks!
Hi stringer, yes that site helped me a lot but what I do need right now for a guide is in personQuote:
Originally Posted by Stringer
Like when I go to the place what do I give to me customer that I am meeting with. Do I introduce my name and company again.
Then after what do I say now
Thanks
Bryan
Ebb, please let me ask you a question.
In your original question you say that "i have my cleaning company for over years now as a sub-contractor..." May I ask you what experience do you have already? I ask so that we can establish a point of knowledge so we can better understand what you already know and have done and where you have to go from there.
This will help in determining what you may need.
Thanks,
Stringer
I have experienced Cleaning Office, Restaurant, Retail Stores and Some Residential for post construction. I know how to strip and wax and Auto scrubbing and burnishing. Basically I know how to do the job. But what I do not know how to get my own contract/sales
I don't know what to tell them to encourage them to hire my company etc. this is I am having problem.
Everything begins with the sale, nothing is shipped, stored, or used unless someone sold it in some way.
Let's do this Ebb...
Pretend that I am a potential customer/client. We have an appointment in five minutes, I take you into my office and ask you to sit down...
My name is Mr. Stringer, now please just start and tell me why you are here, about you and your company first. In your own words please.
Stringer
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