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Most think of a “bag of tricks” as a collection of gadgets that make you look good — and make you appear smart.
You know… tricks, “smoke and mirrors”, neat stuff that usually goes poof at the right time.
A bag of tricks that truly benefits your company is much bigger than that.
It is a complete package of confidence-building tactics to show your customers they have the best carpet and furniture cleaning firm working in their homes.
Some of the simplest items in a bag of tricks work best:
- A genuine smile
- A friendly demeanor
- Listen attentively to concerns
- Look the customer in the eye
- Use your customer’s name, but don’t overuse it
- Give the proper attention to kids and pets, but don’t become a stalker
- Treat your customer like she is your most important customer
- Be honest with cleaning expectations — but don’t make excuses
This may seem elementary, but there are many cleaning companies out there struggling because they don’t do these simple things.
Another point: Many — if not most — cleaners depend on additional sales (fabric protectors, deodorizers, etc.) to increase the cleaning ticket. It helps them avoid suffering through a cold winter with no work.
Part of your “bag of tricks” is to personally believe in these products.
If you don’t think a fabric protector really works, or that it isn’t worth the extra 12 cents a square foot, your customer won’t believe it.
Customers are funny; they can often see right through a sales pitch.