Ever wondered if you were paying too much for services like carpet cleaning? Of course you want to get the best price-but also the best service. How can you tell over the phone which company will do the best job for you?
One of the best ways is to ask, and answer, lots of questions. Most customers don't know what to ask, so they typically ask "How much will it cost to get my carpets clean?"
As a carpet cleaning CSR (customer service representative), I get this question every day! Once in a while, a customer really only wants a price, and no other information. Those are the customers who have no vested interest in the long-term life of their carpet, like renters moving out of an apartment or home, or someone who is planning to replace the carpet within a few months anyway.
What customers are really asking includes: How is your company different from all the others? What will I get for my money? Will you do a good job? How will you address my concerns?
As a small business (very small!) we take each customer's job seriously. We never assume that just because it's only a few rooms instead of an 11-room mansion, that you deserve less time and attention. My job is to find out what your needs are. So after finding out how many rooms need cleaning (stairs, halls, bathrooms, closets?)
Do you have an emergency-like water damage? Spots or stains? Pet urine (or people urine)? Blood - grease -- doggie doo-doo - red stains? Or just average tracked-in dirt and food spills?
My most important questions I figured out to help me "see" your carpet without being able to visually inspect it by phone - although we'll probably get to that point someday soon! I ask "How old is your carpet now?" and "Have you been having it cleaned and protected regularly?"
If carpet is just a few years old, and hasn't been cleaned, it's probably going to clean up ok. If it has been cleaned and protected, it's going to do great. If it's 15 years old, the customer is obviously embarrassed about spots and has never been cleaned, then I'm going to caution you that the technician will do his best, but that some stains may be permanent at this point.
By this time, some customers are getting impatient, so I've been figuring up prices and am usually ready with a quote. And some recommendations based on the age of the carpet and your intentions - moving out or keeping it looking good for several years. If the carpet needs to be protected with stain resistance, I'll explain why that is necessary at regular intervals, and price it both with and without.
Many customers are also curious about what they can expect. Will we move the furniture? (yes, except for electronics and large heavy pieces, unless they really need them moved) Will they be able to walk on the carpet right away? (yes)
What do customers NOT ask that they should? "Will you charge me more once you see my carpet or is this really the price?"
This is the great equalizer between companies that give a cheap price over the phone and then upsell when the technician arrives. Some companies lure you in with a coupon or low-ball price, then add on for carpets being actually dirty, stains, protectant, and moving the furniture.
When is a deal not a deal?
When you feel taken advantage of - when you feel the price is many times what you were quoted-when you don't feel safe with the technician in your home - then it's NOT a good deal. We have each technician background checked-no felonies allowed. They must also have a clean driving record and be someone that we would feel comfortable coming into our home, and representing our company.
One customer shared the distressing story of two of her female friends being raped by servicemen in their own homes. This alone is reason to ask the company who will be coming to your house and what background checks they do. I can't think of a worse thing to happen to anyone.
So you're right to ask questions-and if the carpet cleaning company you call refuses to answer them-keep dialing!
Autor: Shelly Browne
Shelly Browne operates All-Star Chem-Dry in Kennesaw, GA with partner John. We believe in the importance of not polluting our water supplies, air or earth. A chemically-sensitive person, she believes in using the most natural methods possible for cleaning. Http://chem-dry.net/allstar.ga. See more of her writing at http://allstarchemdry.blogspot.com.
Added: February 15, 2009
Source: http://ezinearticles.com/
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