Scenario #2

[steamron]

I realize that a good percentage of us do room pricing when a potential customer calls.

So I was wondering and this goes for everyone;
Let's say that some one, you or your answering person booked a job,
3 rooms, and you told them $119

Let's say you get to this house and 2 of the rooms are a lot large, and really dirty.
This job needs heroic energy on your part.
This means mixing up a new prespray and a lot of dwell time.
An hour job is now 1:45 minutes.

What would you do?

 

[PrimaDonna]

First off have a max sq ft per area. Ours is 250. If over that we tell them on the phone that it will be an additional room/area charge. We explain that we will measure and verify once we get there and give an exact total for the scope of work prior to starting the job.

Always end the call letting them know it’s an estimate “based on the information you provided, and can change once we are onsite and verify”.

We don’t get the nasties so I don’t say that it also depends on the condition of the carpet, but you could add this to your script as well

I find it helpful to send the estimate in email with this information in the body of the email or on the estimate in the notes so they can’t say they didn’t know it may be more.

We also don’t charge more for really dirty carpet. It al evens out in the end. There are really quick easy jobs we don’t discount for so it washes out in the end.

Good luck!

 

[Jimmy L]

I'll give you an extra dollar bill Meg but you have to show me what you got.

 

[Hack Attack]

Sometimes you just have to suck it up, "swings and roundabouts"

If its happening regularly I'd review your ph script

I always try to give a broadrange estimate over the phone "that will likely cost $240-$300 based on what you've told me"

I also try and keep it at the lower end of my estimate if I can

 

[Lee Stockwell]

Don't make it about price.

 

[DAT]

119? Hope you are good at upselling...

 

[Cleanworks]

I'll give you an extra dollar bill Meg

Gonna tuck it into her G-string?

 

[Jim Williams]

I always tell them large rooms such as bonus rooms or finished basements may be counted as two rooms. Most people understand. And the way I look at it is just like the other scenario. I didn't spend half a day giving a estimate in person and lose cleaning time I could have spent on another job.

 

[SamIam]

I realize that a good percentage of us do room pricing when a potential customer calls.

So I was wondering and this goes for everyone;
Let's say that some one, you or your answering person booked a job,
3 rooms, and you told them $119

Let's say you get to this house and 2 of the rooms are a lot large, and really dirty.
This job needs heroic energy on your part.
This means mixing up a new prespray and a lot of dwell time.
An hour job is now 1:45 minutes.

What would you do?

Well since you asked!

 

[SamIam]

$39.95 a room up to 200 sq ft!

 

[steve_64]

Talk to the customer about the additional work and cost upfront. Apologize for the person who answered the phone that didn't get all the pertinent info for the job.

As long as you don't turn 119 into 300 they will probably understand.

Honesty is always the best policy.

 

[FB7777]

What year is this?

 

[Dolly Llama]

how long you been full time, Ron?

the kind of stuff you're describing just "goes with the territory"

if the rooms are within your specs of "X" sf per area....you suck it up and it done if it's just dirty and/or if rooms are spread from one end of the house to the next .
Only exceptions to the above are if urine/excessive dog dander 'n hair odor to address, excessive red stains, glue glider, bubblegum 'n SillyPutty, paint, miles of bad filtration soil at baseboards n'stuff

otherwise, suck it up and get it done in the most efficient manner you can


Nothing wrong with charging more for PITA jobs though...but NOT after they've been given a phone quote (excluding noted exceptions)
BIG negative in the custy's eyes

as mentioned and alluded to, much of that can be predicted with a good phone interview .

some instruction/training /script on what questions to ask (and how to ask them) by the phone person might go a LONG way to ease your job frustration

..L.T.A.


..L.T.A.

 

[Jimmy L]

Das a fact!