Prospects that get cold, what to do? - Cleaning Talk - Professional Cleaning and Restoration Forum
 
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post #1 of Old 11-23-2015, 12:43 AM Thread Starter
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Prospects that get cold, what to do?

Here's a possible puzzler for some:

You've performed a service and exceeded the customer's expectations. You've established rapport. Your pricing isn't just competitive, it's the best in town. You've left a card. You know for a fact everyone involved likes you and will probably continue to do business with you.

So, why aren't they calling you for additional services?
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I recently did a strip and wax job for a small vet's clinic and everyone was delighted with the speed of completion and quality of work. I've been in contact with the person who handed off the check, and was assured that I'd be hired in the future to maintain the floors, via monthly buffing/restoration.

It's been a few months, so I'm just wondering if any of you ever have these odd cutoffs in communication when you know everything is perfect? How do you go about getting back in touch to see if it's time to do some more work without seeming too needy or eager?

Hmm. Sounds like I'm after dating advice. I really do want something steady, though.

Jon Lee of Fail-Safe Cleaning Solutions, Office, Commercial Cleaning and Janitorial Services in Amarillo, TX. Target: Perfection.
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post #2 of Old 11-23-2015, 01:39 AM
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That's weird and annoying. I wonder if there was a miscommunication between the employees and they called another service. Or maybe they're doing the job haphazardly themselves? I would call them & try to get the person on the phone who gave you the check. I don't think they'd find it to be too pushy. I wouldn't anyway.
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post #3 of Old 11-23-2015, 01:15 PM
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It could be MANY things. Maybe it was only 'perfect' to you.... I'll tell you what I would do at some point in all this.

Pricing is why I never liked commercial.... it was already so low there wasn't much profit and then guys come in and lower the price even more. Atleast with residential the potential customers know that cheap cleaning ain't the best cleaning and most of the time don't hire the $10 an hour cleaners because they know it won't last long.

Anyway.... I'm just throwing thoughts out there.... it could be one of these or it could be 1 of a million more. But.... if you think your job was perfect and you are 100% sure they loved your work and wouldn't have anyone else come work for them.... you are what was once known as a green horn. Now it could be true... your work might have been AMAZING! But lots of times even if your work sucked or even if you thought it was amazing but they thought it sucked, they will tell you it looked great because it's human nature to not want to hurt your feelings.

It could be that what you did is lasting longer than the other floor guys because you knew what you was doing.... so it might be every 6 months before they want you back.

It could be because they have been busy and just haven't called.

They might have lost your number.

Someone else might have contacted them and gave them an even lower price.

Or one of the other million things that could have happened. What I would have done when the job was completed, ask if you can give them a call in 30 days to set up their buffing (or what ever needed done). Now that gives you a time line to call.... see, they might be wondering why YOU never called..... damn, I guess that was a fly-by-night guy, too bad because he was really good. But since you didn't do that, give them a call and just say that you are wondering if they would like for you to come in and (do what ever it is that needs done... buff/what ever...). If they set up a time, then do what I told you above once the job is complete. That way you have a time line. If they say not right now.... it could be a million things again.... maybe it was only perfect to YOU. Either way, ask when you can call back. If they say call back in 2 weeks then call back in 2 weeks. If they seem flaky about it..... you know what the deal is.

Last edited by sprintcar93; 11-23-2015 at 01:17 PM.
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post #4 of Old 11-24-2015, 02:43 PM Thread Starter
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Quote:
Originally Posted by sprintcar93 View Post
What I would have done when the job was completed, ask if you can give them a call in 30 days to set up their buffing (or what ever needed done).
Aha. Yeah, see. That would have been smart, and a surefire way to know I can call back without anyone being weird about it. Sort of like leaving a back door open for myself.

These are great thoughts, guys. Thanks. I'll post a follow-up and let you know what I find out.

Jon Lee of Fail-Safe Cleaning Solutions, Office, Commercial Cleaning and Janitorial Services in Amarillo, TX. Target: Perfection.
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post #5 of Old 11-24-2015, 07:08 PM
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This is business to business, not a girl you are calling after 1 date.... there is no weirded out. Just give them a call and either they will want you back or.... you sucked.
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post #6 of Old 12-19-2016, 01:47 PM
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Always follow up. You may remember that the floors need done monthly but do they. Business owners are busy running their business. They forget these things. They push off expenses like these with the old "the floors don't look too bad let's give it a few more weeks". Follow up on the phone. It's harder to say no to someone verbally and they can't ignore you (like an email).
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