When Should I Call Back – Part 2

Last time, we tackled the question of when to call back  after we deliver a janitorial or residential cleaning bid.

Today, let’s look at the, maybe even more important question, of what to say when you do call back.

I hope, by now, you’re beginning to see a pattern develop in how we suggest you approach marketing and selling situations.

It’s a pattern based on a belief that the answers to nearly every marketing and selling question lies in ONE THING – …knowing your customer!

That’s right, as much as you can, as completely as you can – know your customer inside and out.

What they like and don’t like, what they have been through, what they want now, what they’re looking for in the future… everything!


Because, if we can understand our the building owners and property managers at the places we want to clean, the better our chance of creating a cleaning program they’ll love – customized to them. For example,

Our cover letter shouldn’t be a short boring page about how great we are, but rather a crystal clear explanation of how we, more than any other cleaning contractor, understand their building and what they want.

Our walk through
…same thing! From taking detailed measurements and notes about every inch of their building to asking detailed questions about what they want from their cleaning service, it should be clear that they are not just another bid to us.

So, what should you say when you call back? As you might have guessed, the answer is:

All those things, that let them know you’ve been listening, paying attention, and understand what they want.

So, you may find yourself asking them:

–If they’ve had any new questions come up from reviewing it with other managers involved in the decision process.

-If, after having more time to review it, they still felt like the program addressed all the specifics they wanted in the cleaning proposal.

-If they had time to call any of your references, and did they have any questions from those conversations.

-If they had time to review the monthly price for the commercial cleaning bid or the per visit price for the residential cleaning, maid service program – to see if there was any further adjusting or “tweaking” needed for budgetary reasons.

In all your questions and comments, be as specific as you can about their building, their issues – and, of course, your solutions.

Please leave your comments below. Thanks, Dan

3 Responses to “When Should I Call Back – Part 2”

  1. Jim says:

    What should I do in a case where I was invited to submit a quotation for office cleaning services a month ago and my well timed follow ups are been meet with no response.
    Nothing, not even a no thank you.

    Am I to give up?


  2. Terisa Nelson says:

    Hi Dan,
    I just have one question. My company was asked to submit an estimate for a church last month. We completed the walk-thru, we used the measurement form that you suggested, we asked the important questions that you mentioned and we created the professional proposal using clean-bid and Emailed it to the prospect per their request. We did a follow up call 24 hours after sending the proposal. Then two days later we get a call from them stating that they chose our competitor. When asked why, they stated that that our competitor has 24 years of experience.
    How can we compete with that?
    Please advise.

  3. DLiebrecht says:

    Hi Terisa,

    Sorry to hear you didn’t land the contract to clean the church. I know first-hand how frustrating it is to not be awarded the contract for a job you’re bidding on.

    As far as ‘How can you compete with that?’, you’ve definitely asked a big question – one requiring much more room than we have here to respond to properly.

    However, here are a few ideas to keep in mind:

    Having your best chance at landing a cleaning job starts with gaining as much insight into what your prospect is really looking for from a building service (cleaning) contractor – in advance of creating and presenting the cleaning proposal.

    Sometimes, for example, while the person may say they chose another company because they had more experience, it may or may not be the case – or at least not the whole truth.

    There can be any number of reasons why a company decides the way they do.

    What we as cleaning business owners need to do is find out as much as possible about ‘what makes our prospect tick’ (what they are really looking for i.e. want) and then create a program that as closely as possible matches it – at a price and in a way that also meets your financial and operational requirements as well.

    It isn’t easy, but is the challenge all janitorial business owners face when selling commercial cleaning programs.

    In addition to discovering what customers want and working on creative ways to give it to them – there are additional factors that play a role in determining who gets hired.

    For example, creating important differences about how your company delivers cleaning (benefits of doing with you) which we call MGP’s, Measurable Guarantees of Performance can go a long way in setting you apart from your competition in a significant and positive way.

    With MGPs, making your prospect keenly aware of the noticeable benefit they could enjoy by doing business with you – can become a part of your selling strategy.

    Hope the couple ideas described above help.

    Hang in there – and best regards,
    Clean Guru LLC

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