Episode 71: How To Respond To A Residential Cleaning Prospect That Says, 'Wow, That Price Is High!'
A residential cleaning company had a prospect that said "Wow, that price is high!" How would you respond to that comment? Here are a few tips that might help you in the future, AND save you some time and aggravation. Please share your comments about this topic below.
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Episode 71 - Video Transcription
A member of MyHouseCleaningBiz.com contacted us with the following question about how to respond to a prospect that said, "Wow, that price is high!"
Here is her question: "We did a home walk-through this week with a potential residential client. As we walked through the home we explained that we take everything off of counter-tops and dressers, and we clean under and behind things -- so basically a top-to-bottom cleaning every visit. When we gave her our price, her response was, "Wow, that price is high!" She even asked how we came up with those figures. What would you have said?"
Well, it can certainly be pretty frustrating when all someone wants to talk about is the price; missing the whole point about detailed cleaning and security of their home. Here are a few tips that might help you in the future, AND save you some time and aggravation.
1. Before taking the time to visit in person, pre-qualify the prospect by phone. Let them know that your minimum start up pricing, such as your first time cleanings, start at $150 (or whatever your price is) and go up from there depending on the condition and needs of your home. This could save you from the person that thinks cleaning should only be about $60 or so.
2. When you DO visit the home to do a walk-through, be sure to talk about all the things you will do for them as a part of your presentation. And do this BEFORE you give your price. Be specific, such as, "We clean the ceiling fan blades each visit; we sanitize touch-points throughout the home", and so on. When you do this, you are continually laying the ground work for what's so valuable about hiring YOU over "those cheaper services".
3. Offer prospects options so they don't have just one price to choose from. For example, offer a "deep cleaning" or "top to bottom cleaning" for a premium price. And let them know what is included with each package. For example, "We hand-wipe the baseboards with the "Top to Bottom" cleaning, but not with the "General Cleaning" option. And if you feel strongly that they really need the Deep Cleaning option, try to press them to sign up for it -- otherwise they probably won't be satisfied with a general cleaning to start. Now if they won't go for it, then offer the "general cleaning". Just be sure you make it very clear, which tasks you won't have time for if they choose the "lesser" option -- otherwise it may come back to you as a complaint. Let them pick whatever option fits their budget, but only if you know you can address their needs.
Never price your services too low just to get their business, and then not leave yourself enough time to do a good job. If they still say you're too expensive I would tell them you stand behind the quality of service you provide, and you have impeccable references from satisfied customers. And if you have extensive employee screening systems in place, give them the facts and reassurance that their home is secure with your staff. In other words, stay away from defending your prices and don't haggle with them. It's your business and you must have confidence that you are worth every penny you're charging.
Ok, now it's YOUR turn. I'd like to hear your thoughts on this topic. Please post your comments below the video at CleaningBiz.tv.
