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Cleaning Business Owner: Are You Too Needy? Part 1

No disrespect.

It’s really more of a business question, than a personal one.

Put another way, what message are you projecting to your prospects?

Think about it a minute.

Does the way you ‘do business’ (i.e. selling, customer service) send the message that you are a successful busy cleaning business owner or not?

Well, if you are like many well-intentioned janitorial or residential cleaning contractors, you may be sending a quite different message than the one you’d like to.

It’s an easy trap to fall in to.

Why?

Well, because among other reasons, from a very early age we are taught to be helpful, generous, and available to others in need – and those are all good qualities!

But, and this is a big BUT, you have to careful in an effort to be helpful, available and generous, you don’t ‘come across’, you know, ‘position yourself’ as – too needy and too desperate!

What do I mean? Let’s take a closer look…

What if, for example, you called your doctor, and after it rang just once they personally answered the phone.

Yeah, I’m talking about your doctor actually taking the call and personally helping you to schedule your appointment!

What would you think of that?

Try to avoid answering too quickly with a knee jerk response of, ‘Great, I’m glad they’re so available.
I’m thrilled they can take every one of my calls personally.’

Really? Is that really what you would think?

Or might you instead actually wonder, ‘What the heck is going on here?’

‘If my physician is a busy, highly educated and trained professional, how could he possibly have enough time to be taking my call – personally?’

What message might he or she actually be sending?

Same thing for an attorney.

What if you needed expert legal advice, called the legal office, and the attorney actually answered the phone greeting you with ‘Hi,what can I do for ya’ today?’ .

Now, it might be that in both cases, the doctor and the attorney, are actually excellent, highly qualified professionals.

Maybe.

But the point is; what marketing message does it send to current and prospective clients, when a busy, professional cleaning expert- appears to be too helpful, too generous and too available?

It can be unsettling – and it’s something to think about.

Let me start by saying, I am not suggesting you provide less than quality follow up to prospects or less than good customer service to current clients.

What I am suggesting is to consider changes to your cleaning company’s selling approach, marketing systems and customer service practices to project a professional, but not too needy image.

Please leave your comments below. Thanks, Dan

6 Responses to “Cleaning Business Owner: Are You Too Needy? Part 1”

  1. Tomara Evans says:

    Wow… I never thought about it like that! We are currently a growing company and I really use all the advise that you give on your videos. I started as an individual and have grown to a 3 crew business but my clients don’t want to deal with my office manager they only want to deal with me and keep their same price that they have been paying. I have lost a lot of clients now because of the change. What can I do to help my customers make an easy transition? Keep up the good work!

    Thanks,
    Tomara

  2. DLiebrecht says:

    Thanks Tomara! Glad you enjoy the videos! As far as the problem you’ve described, you’re not alone -it’s a very common hurdle growing cleaning businesses have to deal with.

    Here’s just a couple things that may help. First, make sure your office manager has the qualities clients are looking for – as far as customer service skills etc.

    Second, if he or she does, you may want to spend some time ‘getting your clients to get to know your office manager’ better. Change is hard for anyone – including customers. But, if we can make the unfamiliar -familiar, by helping our clients to get to know our support staff better, they may soon ‘come around’ to trusting them… like they already trust you. Third, being of part of that process also reassures your customers that you’re still going to be around and available if needed, even if their daily/primary/initial contact changes. Hope that helps! Dan

  3. Bobbie says:

    I really appreciate your videos, Dan. I think this is really right on track. Since my business has started growing (we’re only 10 months old), and I have to “work people in” to get the quotes done and to schedule the initial cleanings, it seems we are growing even faster. Of course, I’m not complaining!!!!

  4. DLiebrecht says:

    Bobbie – thanks for your note – and great to hear how well your cleaning business is doing!
    Glad you’ve found the emails and videos valuable. Wishing you continued success!!! Dan, Clean Guru LLC

  5. shameika says:

    Thanks Dan,
    This is very valuable information for me. I enjoy taking the advice that you offer in all of your videos and posts.

  6. DLiebrecht says:

    Thanks Shameika, glad you find them valuable. Dan, Clean Guru LLC

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