When your prospect answers the door he should see a clean cut, properly dressed professional, smiling
a gentle, authentic smile.Tip: Don't arrive with a phony smile. The potential customer wants to
know that you are honestly a caring person and that as a caring person you
have their best interest at heart. A very old expression is, "I don't care what
you know until I know that you care."7) Promises, promises. Remember, he called you to
solve his problem. I'm just calling back to ask a couple of quality control questions."
I then ask if they're happy with the job. Don't make a big deal about
getting him to sign a contract. You're now part of their lives as "their" contractor
or "their" carpet cleaner or "their" plumber. You may think you're getting away with it
but in the long run you won't. Isn't it great to be thanked for being
late? It is all about being in integrity with your word.8) HonestyDon't lie to your
prospect. Make the reason honest.20) Getting the okayI show the potential customer the written agreement
and say something like this."Okay, so I have this all figured out now. I call
and say, "Hi, this is Steve from Creative Carpet Repair. I build value by explaining
how I patch their carpet. meter will register. Take whatever time is needed to teach
the prospect a few things that they don't already know or understand. removing sand from
your carpet on a regular basis will save you a lot of money in the
long run as well as keep your home looking and feeling cleaner."When you answer the
two questions that your prospect is thinking to his satisfaction, you will have turned him
into a customer.5) Be a fishermen, not a hunter.A hunter stalks his prey, a fisherman
makes himself attractive. When you talk to them on the phone, they'll be happy to
hear from you and when you go to their home, it'll be like you're old
friends. Talk about their dog or cat and make friends with the pet.I'm not saying
to be phony or make up something that's not true. Harv Eker.Remember that your money
issues aren't necessarily your customers' money issues. Nobody wants to be sold anything. Why do
you think Doctors wear lab coats? Why do policemen and firemen wear uniforms? All to
help you instantly identify them as the authority in their field. Everything you say, write
and do for the prospect or customer should be all about enrollment.3) You aren't "a"
contractor, you're "their" contractor.When you become an enrollment expert, you cease to be just another
face in the crowd. I'm not saying that you shouldn't be proactive. Simply put an
X at the bottom where you want the customer to sign and say, "All I
need is your okay right here and I can get started." People want to say
okay when they trust you. Help someone out and they'll never forget you... The prospect
may not realize consciously that you're a liar but he will know in his gut
that something doesn't feel right.Once a prospect realizes that you're a good person and that
you care about him, he'll want you to solve his problem. You're a stranger and
you want to come in their home. Little by little you can become more familiar
with the prospect. meter. As you walk up to the house and as you enter
their home, notice what they're interested in. For example: "We offer Scotchgard to protect your
carpet. In the customers' mind there's only one thing that they need me to do,
just patch the carpet. Most people are willing to pay extra for a job when
they understand how much work is required.16) ExpectationsThe easiest way to have a satisfied customer
is to give him reasonable expectations from the beginning. By taking this time with the
customer, he also has a chance to see that I genuinely care about him and
his home. So wear a company shirt with the logo and your name on it
and hand the prospect your business card right after you say hello.Note: Don't hand your
business card over while saying hello. Then I explain to him why I'm giving him
the discount. Bait the hook, set the lure and attract them to you.Note: Women have
been doing this to attract men for thousands of years, now men, requin tn you can do
it to attract your customers.6) AuthenticityWhat people crave from you is your authenticity. By realizing
that it will take more effort than he thought, he becomes willing to pay more
for the job. When you explain how you'll solve his problem, make sure to explain
the downside. Then become the type of company that your best customer is seeking. If
they have little ceramic figurines, talk about how you or your mother or your best
friend loves those things. when they need help.2) You don't have a service company.In actuality
you have a marketing company that enrolls people into what you have to offer. It
is okay to call two or three times during the day to let them know
what to expect from your schedule. but you'll probably see the patch. You don't get
their respect without earning it. By the time I've explained all of the different steps
required to patch their carpet, the customer really believes that I know what I'm talking
about. If it's done right, the customer starts to have a good feeling about you
and the business from the moment that the very first phone conversation starts.To build a
relationship, it's a good idea to speak at the same speed as the customer, don't
interrupt, repeat what you hear, be a sympathetic listener and friendly. Deep inside of all
of us we have a B.S. Simply giving you the okay with his John Hancock
is a lot easier to swallow than entering into a legal and binding contract.21) GuaranteeGive
a 100% unlimited lifetime labor guarantee. Introduce yourself and wait for the prospect to open
the door to let you in. People are attracted to that confidence. In addition to
building and running my own companies, I've been trained by several well known sales trainers.When
providing personal training to outside sales people their revenue increases by an average of around
25% - 50%.Here are the 25 keys I promised you.1) EnrollmentFirst of all stop being
a salesperson. Break the ice with some small-talk for a minute or two about what
you have in common.If they have a Ford Mustang and you like Ford Mustangs, talk
about that. In my case, with carpet repair, I'll say something like, "We can do
this... It only takes a few seconds to find some things that you honestly do
have in common with them. Everything goes much smoother with repeat customers.Steve Gordon owns and
runs Creative Carpet Repair, a nationwide carpet repair company. The downside of doing it this
way is that if the customer does cancel the job, you'll need to return to
put things back.23) QualityWhen you are the best at what you do, your confidence shines
through. Take it slow.14) Tribe mates.Become part of the same tribe as your prospective customer
by discovering what you have in common with your prospect. People want you to understand
their problem and be the solution to their problem. Your potential customer is a real
person. Repeat customers have most of the relationship work already built in from the last
time. In reality, your prospective customer may be more than happy paying double that amount.My
suggestion is to raise your rates by 10% - 25% and test the results. Instead,
you're promoted into their inner circle. Send the business cards along with a thank-you letter
the very same day if possible.25) Repeat businessI normally wait a year before I call
them back to see if they need my services again although in your case it
may by wise to send them a note every six months. A wise man will
take his time. For example, you may believe that $125.00 is a lot of money,
so you're not comfortable charging that much. Ten steps has more value than one step.
Take the word sales out of your vocabulary and replace it with enrollment. If they
call a carpet ripple a bunched up carpet, then you refer to it as a
bunched up carpet. You will probably notice that your prospects are more than willing to
pay the higher price.Wait a couple of months, then raise your rates again. You become
"their" good friend, "their" expert and "their" advocate in your field.In the prospects mind you're
no longer a carpet cleaner or a plumber or a contractor. Remember the two most
important questions and continue to answer them. Before you Tn Requin actually step inside say, "May I
come in?" Don't assume that you can walk in the house. Keep them!Promise to be
at their home on time. I do want to give you a discount because I
don't want to walk away empty-handed. It seems to me that the full price for
something like this would be around $450, but because I want to make sure to
get this job I'm taking $75 right off the top so that I can do
it right now."Never ask for a signature. In our case, we may pull up the
edge of the carpet and flip it over to check the condition of the padding
or the condition of the tack strip. As a real person he wants to be
heard, acknowledged and treated with respect. I think it'll look a lot better than what
you have now, but again, you may be able to see the patch when it's
done." Then write what you said on the agreement so that there's no misunderstanding.17) "Raise
your money thermostat." Phrase taken from Secrets of the Millionaire Mind by T. If yes,
would they refer us if they get the chance. Your money thermostat will raise as
your prices increase. This in turn will make your carpet last longer because sand cuts
through the fibers of the carpet. In addition, he also sees that it's not as
easy as he thought and that it's going to take work and skill. Write the
discount amount in a dollar figure not a percent.Under the discount I write "Total Discounted
Price" and write the total.19) The discountWhen I approach the potential customer with the written
agreement, (notice that I don't call it a contract) I repeat that I want to
give him a discount. Write a long list of everything that customer is looking for.
Most people make emotional decisions and if you are a dishonest person, that internal B.S.
They don't know you. Let the smile start at your heart and work it's way
up. Let the smile be real. If they call a run in a Berber carpet
a pull in a Berber carpet, they you call it a pull in a Berber
carpet too. It takes away the chance you have to make eye contact and disarm
your prospect with that winning smile of yours.When you call before you arrive your prospect
has at least heard your voice once. When the prospect answers the door, make yourself
comfortable being outside for another moment. By being easy to identify (and identify with) your
prospect feels comfortable with you. Don't make any forward motion towards entering their home until
they've given you the okay. Educate your prospect about your product and how great it
is. You're not just another contractor that wants your prospects money. Do you want your
business to make way more money while you work less? Do you want your customers
to be so loyal that they wouldn't dream of calling anyone else?If you just answered
yes, (and I know you did) read on...Before I share my secrets for bidding on
in-home service jobs and building customer relationships, do you mind if I tell you a
little bit about myself?At the time of this writing I have over 32 years experience
creating, building and eventually selling service companies.Currently, I own and run a nationwide carpet repair
company with locations in nearly every major city across America. Write down what that customer
is attracted to. Use the same words as they do. When you use genuine Scotchgard
instead of what most guys are selling, your carpet will release dirt and sand easier
when you vacuum it. Make an avatar of your best customer and then put yourself
in his shoes. Stop it right now and never go back to selling your service.
once you've started the job, it's unlikely the customer will cancel. The customer normally says,
"Yes," and I then ask if I can send them a few business cards. Before
they care about your service, they want to see your genuine self and know that
they can trust you. Be happy to meet them. When you solve a persons problem
you won't have to sell anything. Give your prospect a window of arrival and tell
them that you'll call them first to let them know that you're on your way.Always
be on time and always call first. Aspire towards greatness in the art of enrolling
prospects into choosing your service. To think that you need to sell something by stretching
the truth is the wrong approach.When people trust you because of your honesty, integrity and
authenticity they can see that you are genuine and will trust you to become the
solution to their problem.9) Earn the right by being their expert.Before anyone believes that you're
the solution to their problem they need to respect that you know what you're talking
about. Be sure to speak the same language as the customer by using the same
words.11) Meet and greetMost people are a little or a lot suspicious when they answer
the door. Have a faint hint of a smile, then allow your smile to grow
naturally after you have eye contact. There are not many things more disturbing, than a
big phony smile.12) IdentificationDon't be a stranger. If they have a koi pond and your
grandmother loved koi, talk about that. Quite the contrary, you do need to advertise and
promote yourself but when you get the prospects' attention, stop hunting and become the fisherman.Here's
a great homework assignment for you. Be real about it. It is not good for
sales and not good for your spirit. Let your customer know how difficult your task
will be by talking about the special tools you'll be using or the amount of
effort required.In my business, people often call me to patch a carpet. Listen carefully, repeat
what you've heard and then explain in detail how you will solve their problem. Most
people are sick and tired of contractors being late.I can't tell you how often people
greet me and thank me (the first time we meet) for calling them and letting
them know I was running late. Put it in writing and be sure to explain
to the customer that the materials will wear out before your workmanship fails.22) Mark your
territory.If you can't do the job right then and there, at least do something to
start the job. The more you have in common with your prospect, the more they'll
feel like you come from the same tribe and the more comfortable with you they'll
become.15) Build valueExplain how your are the solution to their problem in detail. If you
really care about your prospect, they'll know it and will always call you first and
wait for you when you're busy.4) The two most important questions.With every statement you make
to your prospect, answer one or both of these questions that your prospect is always
thinking:A) What's in it for me? B) What's so great about that?For every service or
product you want your prospect to want to buy give him several benefits. This way
you don't seem to be a stranger.13) CourtingGetting to know the prospect is a lot
like a man getting to know a woman. You'll know you've gone too far when
you start losing bids.18) Giving the bidThe first thing that comes out of my mouth
when it's time to talk about the price is "I want to give you a
discount but first let me figure out the total cost of the repair."I estimate the
highest amount that anyone would normally charge and then write "Full Price" and put that
figure on the agreement, circle it and then draw an X through it.Under the full
price I write, "Discount." Have it be substantial. When they see you for the first
time. The thing is... Don't even embellish the facts. People understand that you're a busy
person but nobody likes to be left waiting. Pay attention to the details of his
home. This will set you up as the expert.10) Build the relationship on a solid
foundation starting with the first phone call.From the moment the phone rings the relationship is
building. Not only will prospects be attracted to you and your service, but you'll feel
good about yourself and your work.24) Follow upWhen the job is finished, call your customer
back to follow up. If you've called two times plus you've scheduled the initial appointment,
then the prospect has talked to you three times before he's ever laid eyes on
you. It's not a one-step process, it's more like ten different processes that need to
be accomplished before their carpet will be patched to their satisfaction. For more information visit
the website at http://www.creativecarpetrepair.com.
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