Brian R said:
Like said, nobody but nobody will answer the phone as good as I.
But you have to put your talents where they are best suited to grow the business.
O/O answering the phone in the customers home is probably the most unpro thing you can do except for maybe using the bathroom...lol you get the idea.
You've just told the customer that your next client is more important than them.
At the end of the day...as long as your phone is answered and doesn't go to voicemail.....you've won that half of the battle.
But if you lose the faith of the customer you are servicing in the meantime....you may end up losing the war.
shiteatinggrin
Brian,
Did you grow up eating at McDonald, so when you went to Denys it felt like high class to you?
Your business model works for you and that is great. It should not work for the high priced, great service owner operator that has built his or her business as the opposite (antithesis) of a franchise. Yes, it will have to be tweaked and adjusted if the business grows or evolves.
My clients understand that I am an owner operator and are not insulted when I answer calls. I ask for permission to answer, I do it shortly and if needed just take a number to call back later. Some time, in front of my clients I tell the potential client that I am currently taking care of a client and need to call them later. It registers as a positive for both. The new client sees that I take good care of my existing clients and the existing one sees that I really care about them.
The universe works in mysterious ways, doesn't it?
As a trade off my clients get great service attention to detail, the same person always cleans their carpet and I am always willing to go the extra mile for them. It is a trade off.
Here is an example: When I spray Teflon or a traffic lane cleaner, I always wear a respirator. The common belief on this board is that if you do, the clients will freak out and not use you again (too toxic! What are you putting on my carpet!!!?) My experience is quite the opposite. I tell them that I get exposed to it daily and that I need to protect my health. I ask them to leave the room when I do it. Not only that it does not deter my clients, it has built my business through the years.
Why?
Because I they know that if you meticulously do it for yourself, you will do the same for their health and their home.
Funny how these things work.
When I get a call, I ask for permission to answer, I tell them that I want to be available for my clients. It registers as a positive not a negative.
See, Brian, clients are very intelligent. If you are frank, honest and explain what you do- Most of them really understand.
On the other hand, the no patience, I want my carpet cleaned yesterday and for less $$ than anybody else in the known universe are not my clients.
I leave them to others.
Brian, it almost feel like we talk a different language.
