First time ever

I finally got beat up on price by an Angie's list referral.

I saw you on Angies list and Angie said you offered a discount? No mam I don't. I think she was Armenian. She reiterated, " Yes Angies list said aid you offered a "Tip"? I said, Yes mam, I do accept "tips" from customers that are happy with the results and appreciate my hard work She starts laughing.

It turns out she wasn't an Angie's customer, a neighbor who was an Angie's list customer gave her my name cuz she wasn't happy with SS

I hate cheap a$$ referral, I usually blow them out by telling them up front that we're not the cheapest company.
Mo, how many reviews do you have with Angie's list ? How did you start getting first few reviews ? Did you advertise with them prior to getting those reviews ?

She wasn't happy with SS, but is still comparing your service to them in her mind. Instead of hearing the good things from her neighbor, she is still focusing on price.

If a customer leads the conversation with price, you really need to change her thinking early in the conversation. The fact that she wasn't happy with SS should give you a good starting point.

milspec6 wrote:............

If a customer leads the conversation with price, you really need to change her thinking early in the conversation.  The fact that she wasn't happy with SS should give you a good starting point.

I agree.  Any other ideas on how to "Change her thinking"?

I've been getting this 'price driven type' customer a lot lately, but have never had much success in turning them around.

Ask her questions, that will give you some points to hi-light of how you can do a better job.
Dry time?
Spots gone?
Time to do the job= more thorough clean!
Stay cleaner longer?
Detailed steps to quality!

Davey Cracker wrote:

milspec6 wrote:............

If a customer leads the conversation with price, you really need to change her thinking early in the conversation.  The fact that she wasn't happy with SS should give you a good starting point.

I agree.  Any other ideas on how to "Change her thinking"?

I've been getting this 'price driven type' customer a lot lately, but have never had much success in turning them around.

I find that the best way to turn them around is to agree with them.  She tells me about disatisfaction with another cleaner, I will tell a story about my experience with them as well.  In a matter of a few seconds, you become an ally instead of another cleaner.  

Stories work.  After-all, we probably have all seen some crappy cleaning out there and was probably a victim prior to getting into the industry.  Nothing builds more trust than sharing the same critical stories and then you can tell your story as to why you are the better choice.

You know bickering over price is a cultural thing too. She wanted a demo on the tile gave her my price per sq foot but I was running late so I did not measure for her. I doubt if she is a tile and grout customer

price haggling is definitely a cultural thing... but it can get really annoying when your standing in a rich persons house. Im quick to work with someone that obviously doesnt make lots of money but I dont budge one inch if they are rich.

with microsoft here we now have a huge population of east Indian families and its burned into their mindsets...

everything is negotiable, so I fire back with each and every little tiny stain and factor it in filtration lines... anything doesnt matter, Ill find something wrong with the carpet lol

funny thing is as soon as you raise your prices they dont really call anymore