August focus: Domestic Cleaning Service
Phrases to Use
Believe it or not there are some simple psychological terms and phrases that if used correctly can lead your potential client into a booking that they were only thinking of making, not necessarily intent on doing. Please learn these phrases and use them, as they will definitely influence your callers’ decision to use your service.
- If a client requests an over-the-phone ‘quote’, it is better to refer to the quote as an estimate. You can be held to your price if you use the word ‘quote’, however, an estimate can be adjusted if you arrive and find that the client has under-described the situation in order to pay a lower price.
- Before giving out an estimate it is important that you establish the type of service required by the client. This will affect the fee to be given when estimating. NEVER use the word ‘cost’, as ‘cost’ implies that the client is having something taken away from them, whereas the word ‘fee’ implies that there is an exchange happening that is to the benefit of the client. It is best to use the word ‘fee’ in this context: ‘My fee for service is……’
- When giving an estimate your dialogue should follow these lines:
‘My minimum number of hours on a job like this is (eg) 3, and I would estimate that it would take 4 hours to do what you have described. You may certainly book the minimum if that’s all that your budget allows, however, I cannot guarantee that all the work can be done in that time.’
- When estimating on a Spring-Clean, let the client know that you have more hours available at the start of the week so that a Spring-Clean can be accommodated, but not so many hours at the end of the week. Try to schedule all Spring Cleans to be done at the start of the week.
- When taking a booking, ask which part of the week the client wants the work done, not which day of the week. By asking ‘When would you like your work done?’ the client is given control of their choice of day, which will limit you in your ability to find a suitable time for the work. If you ask which part of the week it will open up more choices for you so that you are able to accept more bookings and do more jobs.
You can read in next article about: Formulas to use when Giving Estimates