Don't Lose A New Cleaning Account Before You've Started Cleaning!

Have you ever stolen away a cleaning account from a competitor? It can be a great feeling, working on a prospect for months and then finally getting the account! But you may also have experienced the let down of a phone call a couple days later from your "new client" expressing regret that they won't be able to work with you after all.

What happened? When they told their existing contractor that it was time for a change, their contractor counter-offered to keep the account. Of course the counter-offer included lots of promises like better service and more consistent cleaning, but it also offered a lower price, which the prospect simply couldn't ignore. After all, it's easier to keep the existing contractor at a lower price than it is to deal with making the transition to a new cleaning company.

In order to avoid this type of situation, it's best to deal with potential problems head on. If you know a long-time contractor is going to be terminated, ask the prospect, "When ABC Cleaning finds out you're making a change, they're probably going to do whatever they can to retain your business. How will you handle that?"

By addressing an issue you know is inevitable, you've got a much better chance of saving the account. It's better to bring it up while you're there, rather than waiting to see what happens. If they respond to the question by saying something like, "Well, I'd have to think about their offer", then you know you've got more work to do.

Have you ever had this happen to you? Share your ideas for dealing with this situation by clicking on the Comments link below.

Comments

[collins]

I have Experienced this same Situation as if I spoke to the writer himself I went out and Priced out 3 different offices for one company prepared a proposal that was complemented as very professional, my price was about $250 more a month but, the client said they knew and trusted I would Do an exceptional job because of my sincerity which is why they would be willing to pay the extra just to get the job done right at the end of our meeting client said they would place their 30day notice and we would then schedule a time to issue the keys and access to the security system. I thanked the client for the opportunity and stressed to them that they would be very pleased with the results. I walked away feeling pretty good up until 2 weeks later when the client informed me that the existing cleaning service Sweet talked the client for a second chance and we wouldn't be able to do business after all but I will keep your info on file and if there are any more mistakes you will be the first I call. when I hung the phone up I felt sick to my stomach but I later realized it was my fault I should have known better than to think the existing company was just going to lay down I should have addressed the issue before hand. But I can say for sure that is one mistake that I will not make Again. Because now i realize sometimes its just the smallest thing that can make you lose an account and i believe if i would have addressed the issue accordingly there wouldn't have been enough sweet talking in the world that would have stopped the client from placing their notice.

[adam cleaner]

what would you suggestion be then when the client comes back and says they'll consider the companies counter offer? would you suggest they come back to you with the details and let you evaluate your quote again?

[Jean Hanson]

Adam,

It is your clients right to consider all offers. Just make sure they're making an informed decision - that they're comparing apples to apples. If they see a lower price from a competitor, it could be because the other service isn't offering the same services or frequencies of service that you are. So make sure you don't let them get away from you without making sure they're getting the exact service if price is the deciding factor.

Jean