Showing the customer their carpet before/after. Is it always the best thing to do?

[BIG WOOD]

A couple weeks ago, I decided to get my customer's attention and have them look at the before/after while I was cleaning their carpet. I didn't get the response I wanted. They looked embarrassed, instead of impressed.

Now I know that my ego needs a thump in the forehead every now and then. We love to show our work on the forums and social media. But sometimes the customer doesn't want to be reminded of how dirty they really are, when all we're doing is trying to show them that the $225 job is worth more than the $8/room advertisements.

So when is it the right time to show them the quality of work vs. just getting in, cleaning it and leaving?

(The picture below isn't my work. I just swiped it off google images. If this is any one of you guy's pics, more power to you.)

 

[Papa John]

Showing the customer the b4 and after-- side by side comparison makes the cleaning job and cost more appreciative. This may encourage the customer to get their carpets cleaned more often--
An instructor called these-- "Magic Squares"
So-- Yes do it..

 

[Desk Jockey]

I think most clients would be embarrassed.

They want the results, they just don't what their noses rubbed in it.

 

[Bob Pruitt]

I remember for awhile we showed our Customers the dirty water; some of them were like- wow, look how clean you are getting it! And others just hated it- Like telling them they are a lousy housekeeper. We didn't do that very long.

 

[BIG WOOD]

I remember for awhile we showed our Customers the dirty water; some of them were like- wow, look how clean you are getting it! And others just hated it- Like telling them they are a lousy housekeeper. We didn't do that very long.

I had the same experience. Now, I'll only show them the water if they ask to see it.

 

[hogjowl]

I like to do what they pay me for, thank them, take my check and leave.

 

[Papa John]

I should clarify..

The customers are usually in a different room while I am cleaning--- I go into that room and ask the customer if they would like to see a side by side comparison of the before and after of the room I am cleaning---some say yes- some say no.. the choice is theirs

 

[hogjowl]

Leave em alone. If they wanted to be bugged by the help, they'd holler.

 

[Papa John]

Leave em alone. If they wanted to be bugged by the help, they'd holler.

LOL---

true-- you need to "read" the customer and act accordingly

 

[shadygrady]

Considering most vacuum tanks rarely get cleaned out properly day to day or week to week, showing a customer 'dirty water' that is likely the accumulated product of who knows how long, could be considered deceiving. A better indicator would be the contents captured by your filter system, i.e. Devastator or the likes.
If you had a cylindrical tank that was easily cleaned, like the V, then I think, you could look the customer eye to eye, knowing that you aren't displaying the results of the last fifty jobs.

 

[hogjowl]

PhD in waste tank mgmt.

 

[Bob Pruitt]

A better indicator would be the contents captured by your filter system, i.e. Devastator or the likes.

It was a long time ago Rob but it was a clear box that sat on the front door step... a marketing device/filter, I got talked into...seemed like a good idea...for about a week... it was like a clear devastator filter but square. I think the idea was that Hey neighbors! Look how much dirt we are getting out of Mrs. Smiths carpet! We can do the same for you! Something like that... Was a bad idea.

 

[BIG WOOD]

PhD in waste tank mgmt.

You made me giggle on that one

 

[bob vawter]

1st you wait till yor in the worst part....then you make a crisp straight line of before and after THEN you go get Ms Phifft and say....."would you lik to see how it's coming along..
THATS when you sell the protectant!

 

[hogjowl]

Bingo!
Some things are timeless.

Like Bob.

 

[Bob Pruitt]

THATS when you sell the protectant!

I thought that's how you sell tile cleaning. Ask the Customer if she wants a free sample of tile cleaning... clean a spot in the middle of the kitchen then say - If you would like an estimate on the rest of the room...just let us know!

 

[Kevin De Medeiros]

I think that instead of showing them the dirty water or even vacuum canister , just ask the homeowner if they would like to see how the cleaning is progressing. They can see for themselves the difference and you aren't pointing out how filthy carpets are. Less insulting this way.

 

[Nate The Great]

1st you wait till yor in the worst part....then you make a crisp straight line of before and after THEN you go get Ms Phifft and say....."would you lik to see how it's coming along..
THATS when you sell the protectant!

@Steve Toburen on Bawb's computer.......

P.S. If you'd like more information on "How to sell protector" please email me and I'll send you over a copy.

P.S.S. We used RX20's in my day to give them a consistent clean, no matter who the cleaning technician was.

 

[Desk Jockey]

 

[Nate The Great]

 

[SamIam]

I thought that's how you sell tile cleaning. Ask the Customer if she wants a free sample of tile cleaning... clean a spot in the middle of the kitchen then say - If you would like an estimate on the rest of the room...just let us know!

Always do a blendable edge never square in the middle of the muck. They'll either love you or hate you, or love to hate you.

 

[Bob Pruitt]

They'll either love you or hate you, or love to hate you.

It was a joke Sam.

 

[Old Coastie]

No hard n fast rules on this, but a couple of thoughts. The job has already been sold, so is this an ego stroke for you or helpful information to the cistomer?
Have you already encouraged them to wander through and observe or ask questions?
Was there any big blotch they hinted that they want to be in on the kill?
Every so often, I get asked "Well, how dirty was it?"
I tell 'em "Maybe a six or seven on the Cocoa Meter, hahaha!"
Them: "Oh, I thought it was REALLY dirty!"
Me: "It was definitely time, but you guys are lots better than some of the places we see." I'll give you a buzz in a year and let's keep it in good shape, okay?"

So save their ego, but wimmin are competitive so don't downplay too much.

Oh, and if you are lucky enough to have one at home, feed her regular.
That's all I know.

 

[Cleanworks]

When doing portable work, custies often ask to see the dirty water. They are always fascinated by how black it is. At the same time I try to minimize the situation by saying everyones carpets come out the same way so they don't think they are the only pigs. I have a clear plexiglass pumpout that I use on commercial jobs with the tm and the building mgrs. and anyone else walking by are awed by the blackness of the water.

 

[GeeeAus]

Leave em alone. If they wanted to be bugged by the help, they'd holler.

You my friend make an excellent point. I think maybe I'm to engaged with the custoner on some jobs. I'm going to calm that down.

 

[Mikey P]

All sorts of filters needed to clean carpet


-Lee