A cleaning business owner asked the following question:
We had an estimate this past week for a potential residential client. When speaking with the homeowner at the time of the walk-through, we explained that we take everything off of counter-tops, dressers and we clean under and behind things, etc. We also told her we perform thorough cleanings each and every time, basically top-2-bottom cleaning every time time. When we called and gave her our fee's - Her response was, "Wow, that price is high!" Also, she asked - "How did you come up with those figures?" - What would you have said?
Another cleaning business owner offered this advice:
It can be pretty frustrating when all someone wants to talk about is the price; missing the point about quality and security. Here are a few tips that might help you in the future and save you some time and aggravation:
1. Do a little "pre qualifying" by phone before taking the time to go out in person. At least warn them of your minimum start up pricing (like "my first time cleans start at $150 and go up from there depending on the condition and needs of your home", or whatever it is). This could save you from the person that thinks cleaning is only $50.
2. Be careful to talk about all the things you will do for them as you do the walk through as a part of your presentation before you pitch your price ("I will do this, I will do that, we only use this, etc."). Continually lay the ground work for what's so valuable about hiring you over "those cheaper services".
3. Offer options, give people a choice. Offer a "deep clean" for one price. If they need it try to press them to do it. Offer a "general clean" for if they won't go for your deep clean. Make sure you make it very clear what you won't have time for if they choose the "lesser" option (so it doesn't come back at you as a complaint). Let them pick what fits their budget, but only if you know you can address their needs (don't bid low to get their business and then not have enough time to do a good job).
4. If they still say you are too expensive I would tell them you stand behind your work, your quality is the best and your references are impeccable. "There are plenty of cheaper services out there, and they should be" and you hope they will give you a chance to show them how terrific it is to come home to a clean house........In other words stay away from defending your prices. Focus on how good your service is. The security of your staff, the quality of your work. Stick to your prices and don't haggle, although you can offer that "$10 off coupon" or something like that to motivate them to buy! Just keep focusing on your great qualities the more they focus on price!
How would YOU answer the customer's questions? Click on the Comments link below to share your thoughts.