When a customer books an appointment for window cleaning, solar panel cleaning, or gutter cleaning, they’re expecting more than just a service, they’re looking for an experience.
A service agreement between a customer and a professional is a symbol of understanding and trust.
From the moment you answer your phone, respond to an email, or are approached while on the jobsite, the customer experience is in effect. It is important to have a system that provides every customer with the same quality service every time. Consistency is paramount, any deviation and your customer will take notice. I’d like to take a moment to give a brief general overview of my process following first contact to completion of the job.
It is important to develop a written process for how you conduct business, whether a checklist, a spreadsheet, or other form of documentation.
The phone rings… “Hello, Shinepro Window Cleaning, Brandon speaking, how may I help you?” I say this with a smile on my face. Your customers will be able to sense your smile by the tone of your voice. To help me, my ringtone is a recording of my wife tickling my two year old son. My one is upbeat, I use the customer’s name. Often. I gather all contact information on first contact. Information includes; name, address, phone number, and email address. I collect this immediately, in case the call drops or for following up on people who are collecting estimates. I write this down on a “Prospective” sheet.
This is a very useful spreadsheet template I loaded from Window Cleaning Resource
I use this sheet before and after the job. I gather window counts and customers profile information here. If they have a dog, I write it’s name down. If I observe a photo of a vacation spot, it gets written down so I can get to know my customer. It’s called Target Market Psychographics.
I try to give a phone estimate to qualify my customer first. If I’m out of their budget range, it’s best to save the drive. If the customer is happy with the price, we set an appointment.
The next step is the finalized estimate, then cleaning. Nothing like a happy couple, ready for a window cleaning.
As I approach the home, I chew a couple Altoids. Bad breath can subconsciously create disdain for an individual. Did I mention I’m always clean shaven? My target market is women over 50, they tend to mistrust men donning the current trend of a full beard. First impressions are key, these folks need to trust you going into their homes and viewing their private lives. I take notice of knick knacks and personal items, looking for common interests we might share. It’s important to build a rapport with your customers, or else your just another window cleaner.
Whether you are cleaning windows on a small condo, commercial window cleaning, or a large estate, it is important to treat all equally. The same process and respect across the board.
Now it’s time to clean those windows. I don’t think it’s a good idea to charge separately for screens, tracks, and frames. I feel it comes off like you’re nickel and diming. I include everything into the window cleaning service. What good is clean glass when the frame and sill are caked in dust? Don’t be lazy, clean it! You disappoint your customers, they might not call you on it, but they won’t call you to come back.
Be sure to be open to all forms of payment methods, including check, cash, and credit cards
Now it’s time to be rewarded for your time, services, and labor. The question is, do you accept checks? American Express? Bitcoin? I feel it is important to be as flexible as possible on payment options. Society today demands convenience, expedience, and flexibility. The ability to accept all forms of payment will make you stand out above your competition. A good percentage of my customers are not even home when I wash their windows. I am contacted via email, Yelp, or text, enter with key in a lock box, do my job, lock up and email an invoice. Can you offer this? You better figure out how if you want to book appointments with today’s consumer.
Brandon Scott, Owner of ShinePro Window Cleaning
This article was intended for new and established Window Cleaners. If you are a customer whom has found themselves interested in this article, feel free to contact me for more information. My company, Shinepro Window Cleaning services the areas of Beaumont, California to Palm Springs, all the way to La Quinta. I would love to put you on the schedule and show you why my company is a Five Star Top Rated company according to Google, Yelp, and of course, my customers.
Recent Comments