Hey...Ken Snow or anyone

[Cameron1]

Do you require your lead Techs to maintain a certain level %age of up sales or add/ons?

For example, a truck brings in say 5,000 for the week...do you have a target amount of that total be in additional work that was not on the ticket.

What would be your best truck's % on average.....your worse?

Also, what %age of callbacks is acceptable based on total jobs?

Am I making any sense?

Thanks

 

[Ken Snow]

Re: Hey...Ken Snow

Wow- always scary when I see my name on title of thread esp with a Hey in front of it. At least you didn't say Hey Ken Snow- you dirtbag.

We look at a few things, one of those being add on extras (topical treatments) as a % of cleaning $ (this is different than additional cleaning). We also look at closing rate of extras.

Our top guys will be doing 40+% of add-on topical treatment sales $ and the lower guys in the 20's%. under 20% would not be acceptable. Claosing rates for extras range from 40-75% or higher.

As for reservice/call back % we have chosen to invert it and make it a satisfaction rate, whih is a blended rate of about 97.8%. We have a few guys that are darn close to 99% and some in the high 86%. Under 96% would be a real problem. Also keep in mind we send out questionaire cards to every customer and if anything is even slightly negative we contact them and initate a reservice or other action and that counts against the satisfaction rate.

Hope this answered your questions.

Ken

 

[joe harper]

Anyone...is my name...

We pay our tech's on a % of the gross ticket...
We encourage our tech's to offer more of our services wood , tile, upholstery,rugs...

We will NOT ...high pressure any UPSELL... "That will get you FIRED... :!:

We actually sell AGAINST.."topical treatments"....in most situations... :shock:
We explain that they are NOT very effective in many applications...We encourage
MAINTAINCE PLANS...!!!! Most topical treatment's are sold @ ..40% to 50%..of
the cleaning price... :roll:

We make the client AWARE...at those rates....we can basically clean their carpet's
TWICE as often WITHOUT the expense of the topical treatment.... :idea:

Our maintenance plans are as follows:

Re-service in 3 months....20% off initial service
Re-service in 6 months....10% off initial service
Re-service in 9 months....05% off initial service

Minimum service calls are reduced from $125.00 .. to .. $99.00 shiteatinggrin

If the client ask for a specific tech...the tech receives an additional 5% on that ticket 8)

CALL BACKS....are handled by the tech's ..THE SAME DAY...on their OWN TIME...

 

[Cameron1]

Re: Hey...Ken Snow

Wow- always scary when I see my name on title of thread esp with a Hey in front of it. At least you didn't say Hey Ken Snow- you dirtbag.

We look at a few things, one of those being add on extras (topical treatments) as a % of cleaning $ (this is different than additional cleaning). We also look at closing rate of extras.

Our top guys will be doing 40+% of add-on topical treatment sales $ and the lower guys in the 20's%. under 20% would not be acceptable. Claosing rates for extras range from 40-75% or higher.

As for reservice/call back % we have chosen to invert it and make it a satisfaction rate, whih is a blended rate of about 97.8%. We have a few guys that are darn close to 99% and some in the high 86%. Under 96% would be a real problem. Also keep in mind we send out questionaire cards to every customer and if anything is even slightly negative we contact them and initate a reservice or other action and that counts against the satisfaction rate.

Hope this answered your questions.

Ken

ok Ken...are you saying that 40% of the jobs get topical treatment or 40% of the total sales are from treatment?( for the top guys)


40 to 75% closing rates for extras means what? That they increase the ticket that much?

thanks

 

[Cameron1]

Anyone...is my name...

We pay our tech's on a % of the gross ticket...
We encourage our tech's to offer more of our services wood , tile, upholstery,rugs...

We will NOT ...high pressure any UPSELL... "That will get you FIRED... :!:

We actually sell AGAINST.."topical treatments"....in most situations... :shock:
We explain that they are NOT very effective in many applications...We encourage
MAINTAINCE PLANS...!!!! Most topical treatment's are sold @ ..40% to 50%..of
the cleaning price... :roll:

We make the client AWARE...at those rates....we can basically clean their carpet's
TWICE as often WITHOUT the expense of the topical treatment.... :idea:

Our maintenance plans are as follows:

Re-service in 3 months....20% off initial service
Re-service in 6 months....10% off initial service
Re-service in 9 months....05% off initial service

Minimum service calls are reduced from $125.00 .. to .. $99.00 shiteatinggrin

If the client ask for a specific tech...the tech receives an additional 5% on that ticket 8)

CALL BACKS....are handled by the tech's ..THE SAME DAY...on their OWN TIME...

So Harper....no requirements for adds/upsells or any degree of increasing the ticket......

 

[joe harper]

Nope...!!!!

"They eat what they KILL.....!"

If the want a RAISE...?

They had better NOT ..come ask ME...
I have provide them with great training ...the best equipment...and a "BaItEd DovE FeilD"
If they CANNOT..."pull the TrIggER"...they will STARVE....!!!!


No need to worry about them NOT producing... :idea:
They are on the truck with some SeaSonEd "Hunters".. !gotcha!

"They all have to pick-up the birds"....Until they LEARN to shoot.. :!:

ps I put it in red-NeCK.."phonics"...fer ya...!!!! :mrgreen:

PSS..when I was a kid...I was feeding my Dad's "birddog's"
My dad "whistled"..&.. sad "Load -Up"...those DOG's ran over me to get
into their CAGES...."To Go TO WORK"..!!!!!!!!!!!!!!!!!!!!

When a dog .."Runs AWAY from food to go to work..." You KNOW you have got the
RIGHT dog's for the JOB... :!: "I just WHISTLE"... :idea:

 

[Ken Snow]

UGH I typed a respons and then it disappeared cause I didn't see Joe had gotten in while I was tpying~ what a frickin irritating thing this is. WTF is the system set up this way?

Okay I'll try again.

Over 70% of our customers purchase some type of add-on topical treatment

The 40+% was the ratio of add-on $ to cleaning dollars a crew produces and is calculated in one of the many reports we get off our system.

 

[LisaWagnerCRS]

UGH I typed a respons and then it disappeared cause I didn't see Joe had gotten in while I was tpying~ what a ******* irritating thing this is. WTF is the system set up this way?

Okay I'll try again.

Over 70% of our customers purchase some type of add-on topical treatment

The 40+% was the ratio of add-on $ to cleaning dollars a crew produces and is calculated in one of the many reports we get off our system.

Hey Ken Snow you dirtbag... watch the potty mouth!

(LOL... I have nothing valuable to add to this thread - but what ELSE is new dammit??? :-)

Lisa

 

[joe harper]

UGH I typed a respons and then it disappeared cause I didn't see Joe had gotten in while I was tpying~ what a ******* irritating thing this is. WTF is the system set up this way?

Okay I'll try again.

Over 70% of our customers purchase some type of add-on topical treatment

The 40+% was the ratio of add-on $ to cleaning dollars a crew produces and is calculated in one of the many reports we get off our system.

THAT PISSES ME OFF SOOOOOOBAD
It only Happens on post that I care ABOUT....

I think HaRRY does it to me ..because he HaTeS ME..... :mrgreen: :mrgreen:

 

[Cameron1]

so ken..... bear with me cause I'm a little slow ....what you are saying is: 7 out of 10 of your clients buy some sort of topical treatment?(that is pretty darn impressive!)

And... 400.oo dollars out of every 1000.00 brought in from the crews are some type of add/on?

 

[Cameron1]

UGH I typed a respons and then it disappeared cause I didn't see Joe had gotten in while I was tpying~ what a ******* irritating thing this is. WTF is the system set up this way?

Okay I'll try again.

Over 70% of our customers purchase some type of add-on topical treatment

The 40+% was the ratio of add-on $ to cleaning dollars a crew produces and is calculated in one of the many reports we get off our system.

Hey Ken Snow you dirtbag... watch the potty mouth!

(LOL... I have nothing valuable to add to this thread - but what ELSE is new dammit??? :-)

Lisa

I think Lisa has been hanging with Joe a little tooo long

 

[joe harper]

so ken..... bear with me cause I'm a little slow ....what you are saying is: 7 out of 10 of your clients buy some sort of topical treatment?(that is pretty darn impressive!)

And... 400.oo dollars out of every 1000.00 brought in from the crews are some type of add/on?

"You SiR...GOT-IT...." !gotcha!

I added some psses to the post -up top.."Fer YoR..beniFIT...">>>>>>

 

[Ken Snow]

Thank you Lisa- I needed that and edited the offensive post.

Yes it is over 7 out of 10 add on but the other is not correct. For every 1000 in cleaning dollars an additional 400 in topical treatmnts are added on.

In our rug care area the closing rate and ratio are much higher.

 

[Ken Snow]

Steve~ if you want to talk about it email me your cell and I'll give you a call later today or tomorrow. Don't pm it as I often dont look at those same day.

kensnow@originalhagopian.com

 

[John Olson]

Topical Treatment =Pre-spray :mrgreen:

 

[joe harper]

ken...

What does the word..."EACH"...meen...?

Are you cleaning 1000sf...for $99.00... :shock:

Or is the TOTAL sf "LIMIT"......250sf...for the special... Ivebeensold

 

[Bjorn]

what they want to really know is do you have a required up sell amount or quota and when not reached

what happens to the tech

better yet what happens to you? does the Armenian mafia leave some kabobs in you bed


e]http://www.youtube.com/watch?v=lofNPLZvTOse]

 

[Ken Snow]

LOLO too funny Joe and T. I am the Armenian Mafia!

 

[Brian R]

I like the honest approach of the "upsell"
If they don't need it, we don't tell them they need it. If we think they need it, we tell them that as well.

I pay the same % across the board so like Harper sez, they make their own pay raises.

Full Circle will ask if they have any upholstery or tile to be cleaned so they get the customer thinking about it.
We give the estimate to clean whether it needs it or not. This way when they need it, we and they both have a copy.

My main guys do pretty well in the upsell dept. Hard to put a % on it because we don't price over the phone so every job is an "upsell" of sorts.

The only thing I won't tolerate too much of is lowering a price on a quote given. Unless the customer drops a service or area then the price sticks.

Getting to a house and cleaning the same thing quoted for less money is ignorant but also can lead my to believe they are doing "side work". Not good.


So do you guys pay a different rate to your Emps on the upsales etc?

By the way, I've never required upselling....but if a guy isn't in this to make money I don't have much use for him.

 

[tmdry]

....but if a guy isn't in this to make money I don't have much use for him.

That's why I had to let my assistant go.

 

[Brian R]

Some people are not into bettering themselves and that's cool.
Just don't prevent me from bettering myself.

 

[rhyde]

Re: Hey...Ken Snow

Wow- always scary when I see my name on title of thread esp with a Hey in front of it. At least you didn't say Hey Ken Snow- you dirtbag.

you should feel insulted after he's saying ......Ken Snow OR anyone lol

 

[Bjorn]

you married the Mob right

now answer the fooking question

 

[Ken Snow]

I was married to an Armenian for almost 23 years~ we have been divorced for over 6, are still close and are business partners in these businesses and some properties.

We have no quotas or required $ or % to reach. Our newest Specialist (crew leader) has been with us over 4 years. During their 3-5 year apprenticeship as an assistant they are growing and developing their skills with other Specialists. When they get their own van/crew they have already proven to be of Hagopian caliber in all areas~ add-on selling being the easiest and least important.

Ken

 

[Bjorn]

no quotas

right

 

[Ken Snow]

That's what I said above- no quotas, never had-em, don't need them, don't believe in them.

Have I been clear enough?

 

[daniel@procarpet]

I too am not big on topical treatments. If I apply a topical solution, I will inform the customer the drying time will be increased substantially. Normally dry time for me without air movers is around 4-6 hours, with fans 1-2 hours, and with carpet protector and no fans over 12 hours and likely closer to 24 hours. I haven't tested it though. I cleaned my carpet a few weeks back, dry stroked good, ran the machine on medium, and the carpet was bone dry in 1 hour 20 minutes. So basically an hour. I will only sell protector to people that can benefit from it, will give it time to dry before walking over the carpet, and have fans. I will leave a fan sometimes if the customer returns it to me for no charge.

Harper I like all your ideas.

If you come accross any trucks similar to what you are using, let me know. I am thinking about switching my Everest to a truck like yours, wrapping it, raising my prices, and not looking back.

 

[joe harper]

I too am not big on topical treatments. If I apply a topical solution, I will inform the customer the drying time will be increased substantially. Normally dry time for me without air movers is around 4-6 hours, with fans 1-2 hours, and with carpet protector and no fans over 12 hours and likely closer to 24 hours. I haven't tested it though. I cleaned my carpet a few weeks back, dry stroked good, ran the machine on medium, and the carpet was bone dry in 1 hour 20 minutes. So basically an hour. I will only sell protector to people that can benefit from it, will give it time to dry before walking over the carpet, and have fans. I will leave a fan sometimes if the customer returns it to me for no charge.

Harper I like all your ideas.

If you come accross any trucks similar to what you are using, let me know. I am thinking about switching my Everest to a truck like yours, wrapping it, raising my prices, and not looking back.

How's your CREDIT....?????

I am looking to sell my NEWEST box truck..the one with the Everest HP.... :shock:

Since I have installed the DUAL prochem's..in the 03 Box ..The Everest Sits in the yard.!!!

I KNOW you take care of your equipment... 8)

I may even take your Unit in on TRADE... :shock:


Ps..I would allow you to use the WRAP that is existing on MY truck..You can just
change the NAME... :idea: Although MANY think my WRAP is too BUSY..I can assure
you "IT WORKS".... !gotcha! Pic below is the UNIT....


CLICK ON THE GALLERY "PICS" for more VEIWS of the UNIT..!!!!!!!!!!!!!!>>>>>>>>>>>>>>>

 

[daniel@procarpet]

Interesting idea. I really love this machine though. It runs like a champ.

I cleaned tile yesterday at 1800 psi and walked right through the job. Today I have to pressure clean a pissy rug.

This is a very versatile machine that has constant high heat and all the suck I need. In fact last night I accidentally burned myself. The quick connect was resting on my shoe and some water leaked out. It was just enought to make me yell out. When I got home and took my shoe off sure enough my skin was blistered up good.

What would you do with the 650?

I use my Legend for empties and some commercial and try to keep the hours down on the Everest. I think it has close to 650 hours.

Let me think about it. I do know I don't want to part with my machine, but I wouldn't mind having your truck. The wrap would have to be changed.

 

[daniel@procarpet]

You must really like that 805.