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Sales Tactic vs Customer Service

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Sales Tactic vs Customer Service

Post by Devon07 on Sun Sep 20, 2015 8:37 am

Its so important to remember and know the difference between a "Sales" tactic and " Selling Customer Service" tactic In a "Sales" tactic you win but the customer loses. In a "Selling Customer Service" tactic you both win and the customer gets increased value, strengthening your customer relations and value to the customer while strengthening your bottom line.

I bring this up because I did not understand this at one time....many people (me included) thought I was just upselling....never really realized I had extra value to sell that they really may have wanted or needed...if you dont understand it, you are surley not understanding customer services full potential. At one time I thought mentioning ANYTHING other than what they asked for was sort of pressure....not true. How many times have you mentioned Scotchguard and they say OH! YES! I forgot about that?

If a customer is having you clean and not being told about a special or an advantage ....they are being shorted the benefit and you are missing an upsell.

Peace

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Re: Sales Tactic vs Customer Service

Post by Davey Cracker on Sun Sep 20, 2015 10:07 am

Very true, good point.

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Re: Sales Tactic vs Customer Service

Post by milspec6 on Sun Sep 20, 2015 10:38 am

That is why Eddie Haskel would have been a good cleaner....he would comment on everything in the room.

By starting up a little conversation you can end up talking about that new wood floor, cracked tile, different color grout lines, unique chair, etc.

Once that conversation starts flowing, the education opportunity also starts flowing and you can discuss how you would solve those problem areas.

Next comes the negation and you are back to the truck to get more tools, because the scope of the job just increased.

You didn't start with any sales talk, just idle chat, but the result is the same...normally better.
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Re: Sales Tactic vs Customer Service

Post by Mo on Sun Sep 20, 2015 10:39 am

Great topic Devon rep point for that one.  

If there are guys that feel uncomfortable making customers aware of their services you can easily make a trifold brochure that lists all the service options and benefits. But I think it goes beyond making your customers aware of what other services you offer.

The sales process is really a two way conversation were you have the opportunity to build rapport, uncover needs, sympathize with any bad experiences they have had etc. 

When the customer is actively involved in the discovery of additional services and the advantages and benefits of those services your role in that conversation turns into an educator instead of a pushy sales guy.

What were up against in this industry is were bait and switch, hard up selling is a normal and accepted practice. So guys are afraid as coming of as the sleezy pushy sale guy. The customer is really defensive and in the end both you and the customer loses when we don't "sell" and I don't consider the word sell a bad word.
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Re: Sales Tactic vs Customer Service

Post by Mo on Sun Sep 20, 2015 10:44 am

We posted that at the same time Rob Very Happy
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Re: Sales Tactic vs Customer Service

Post by Devon07 on Sun Sep 20, 2015 2:04 pm

Thanks Mo....I really had this situation and thought it was a valid point.

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Re: Sales Tactic vs Customer Service

Post by Davey Cracker on Sun Sep 20, 2015 2:12 pm

@milspec6 wrote:That is why Eddie Haskel would have been a good cleaner....he would comment on everything in the room.

By starting up a little conversation you can end up talking about that new wood floor, cracked tile, different color grout lines, unique chair, etc.

Once that conversation starts flowing, the education opportunity also starts flowing and you can discuss how you would solve those problem areas.

Next comes the negation and you are back to the truck to get more tools, because the scope of the job just increased.

You didn't start with any sales talk, just idle chat, but the result is the same...normally better.

Good point.
And complementing them on what a beautiful home they have, or am item in their home is powerful and something I always try to do.
IT starts conversation, and also flatters them, just part of building that sales friendship.

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Re: Sales Tactic vs Customer Service

Post by milspec6 on Sun Sep 20, 2015 2:36 pm

I was just following your lead Mo.

Thanks for both getting the Eddie reference and carrying it forward...I keep forgetting that not everyone is as old as me and might not have a clue what I was saying.
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Re: Sales Tactic vs Customer Service

Post by Freemind1 on Sun Sep 20, 2015 2:59 pm

@Davey Cracker wrote:
@milspec6 wrote:That is why Eddie Haskel would have been a good cleaner....he would comment on everything in the room.

By starting up a little conversation you can end up talking about that new wood floor, cracked tile, different color grout lines, unique chair, etc.

Once that conversation starts flowing, the education opportunity also starts flowing and you can discuss how you would solve those problem areas.

Next comes the negation and you are back to the truck to get more tools, because the scope of the job just increased.

You didn't start with any sales talk, just idle chat, but the result is the same...normally better.

Good point.
And complementing them on what a beautiful home they have, or am item in their home is powerful and something I always try to do.
IT starts conversation, and also flatters them, just part of building that sales friendship.

Actually, I no longer make comments on people's possessions. Seems everytime I made a comment about how beautiful their home is or what a beautiful color green their Lamborghini is, it turns them cold. They are not chit chatty anymore and they don't want me to do the work.

Maybe it's just the part of the country I live in, or maybe it's just a different client base.

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Re: Sales Tactic vs Customer Service

Post by Davey Cracker on Sun Sep 20, 2015 3:02 pm

That's weird, I don't remember the last person I talked to that wasn't flattered by a nice complement.


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Re: Sales Tactic vs Customer Service

Post by milspec6 on Sun Sep 20, 2015 5:58 pm

It might be the client base Freemind.

I worked for an investment Banker in June that really had no desire to talk to a lowly carpet cleaner. No matter how hard I tried to just gin up a little conversation, he just asked how much longer is it going to take before walking away.

At the end of the job, I asked if I had offended him in some way? He actually told me that he didn't have time to "Speak with the help."

I thought about throwing ice cubes of a plant herbicide into his yard the next day, but I refrained and just added a $100 to the bill to console myself over a nice steak. He didn't even notice the added charge.
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Re: Sales Tactic vs Customer Service

Post by dp1 on Sun Sep 20, 2015 6:05 pm

@milspec6 wrote:It might be the client base Freemind.

I worked for an investment Banker in June that really had no desire to talk to a lowly carpet cleaner.  No matter how hard I tried to just gin up a little conversation, he just asked how much longer is it going to take before walking away.

At the end of the job, I asked if I had offended him in some way?  He actually told me that he didn't have time to "Speak with the help."

I thought about throwing ice cubes of a plant herbicide into his yard the next day, but I refrained and just added a $100 to the bill to console myself over a nice steak.  He didn't even notice the added charge.

LOL Rob way to go !!! Good for you sir !!
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Re: Sales Tactic vs Customer Service

Post by Mo on Sun Sep 20, 2015 6:26 pm

I think we could all relate to that one Rob. I think we can all sense when a customer just want you to get the job done so they can move on with their lives. But that guy was an ahole
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Re: Sales Tactic vs Customer Service

Post by Matt; My carpet cleaner on Sun Sep 20, 2015 6:33 pm

Can't stand those that consider 'US', "just a carpet cleaner".
Those that stick there nose up in the air.
That we are below them.

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Re: Sales Tactic vs Customer Service

Post by milspec6 on Sun Sep 20, 2015 6:40 pm

If they only realized that we make more per hour than most of them.
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Re: Sales Tactic vs Customer Service

Post by Davey Cracker on Sun Sep 20, 2015 8:24 pm

Damn, you guys really do work for some snobs!! Crying

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Re: Sales Tactic vs Customer Service

Post by Freemind1 on Mon Sep 21, 2015 8:50 am

I don't think the people that dislike the discussion of their possessions are snobs. I get the feeling the feel like they are being cased out or something. In their world, those uber expensive things are normal to them and I get the feeling that they think you might steal something if you mention it.

I think it's just about being comfortable with my clients.

None of my clients have treated me like "just the help". If they did, I wouldn't do ANY work for them. Those types tend to be real trouble.

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Re: Sales Tactic vs Customer Service

Post by Davey Cracker on Mon Sep 21, 2015 10:11 am

Sorry, I guess I wasn't clear or mis-said what I meant.

I don't ever comment or a nice vase or piece of art hanging on the wall, type thing..........I have no idea about that type of stuff really.

So I stick to what I know, something like "you have a beautiful home", nice back yard, wonderful view, or comment on how nice the floor/carpet is you're there to clean is, things like that. So when they responded I can actually participate in the conversation, because I have some experience in it. Or in your case now, something like "boy those Pella windows sure are nice aren't they, I love them!"

You should try it, taking the personal out of it.

Of course I would never mention what a nice watch that is sitting on the dresser, that would just be silly, and cause the type of thing you're talking about feeling.^

BTW FM1, I'm curious where you are located?

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Re: Sales Tactic vs Customer Service

Post by Mo on Mon Sep 21, 2015 11:12 am

Yes Mr customer that's a very nice wallet you have there Wink
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Re: Sales Tactic vs Customer Service

Post by Freemind1 on Tue Sep 22, 2015 8:12 am

I'm in NE Indiana. Corner of Michigan, Ohio, and Indiana Dave.

Home of the multi million dollar lake homes. Shark

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Re: Sales Tactic vs Customer Service

Post by Mo on Tue Sep 22, 2015 9:36 am

Lot of competition in that corner Freemind?
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Re: Sales Tactic vs Customer Service

Post by Davey Cracker on Tue Sep 22, 2015 10:33 am

@Freemind1 wrote:I'm in NE Indiana. Corner of Michigan, Ohio, and Indiana Dave.

Home of the multi million dollar lake homes. Shark

Oh Ok, that sounds like a nice place? Wine

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Re: Sales Tactic vs Customer Service

Post by Freemind1 on Wed Sep 23, 2015 7:58 am

@Mo wrote:Lot of competition in that corner Freemind?

For carpet/fire-smoke, yes. Windows, not so much.

This area is cursed with carpet guys willing to work for beer money. But it doesn't help either that people only have carpets cleaned every few years.

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Re: Sales Tactic vs Customer Service

Post by Davey Cracker on Wed Sep 23, 2015 12:46 pm

@Freemind1 wrote:
@Mo wrote:Lot of competition in that corner Freemind?

For carpet/fire-smoke, yes. Windows, not so much.

This area is cursed with carpet guys willing to work for beer money. But it doesn't help either that people only have carpets cleaned every few years.

Bummer. We have plunty of the same around here, so DP and I know what that's like.

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Re: Sales Tactic vs Customer Service

Post by ACpower1 on Wed Sep 23, 2015 4:32 pm

same thing here, millionaires everywhere and lots of cheap bum carpet cleaners

most of them dont survive though so its only a pain when a new one pops up and is offering a deal they cant sustain with... they are still new and trying super hard on every job so the service is good but after a year or so they quit.

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