The managers who will be hiring your cleaning business are generally rather savvy. They have been around the block and have a feel for what they can expect from a vendor.
They also know that how a problem they have with the service they are getting is handled will go a long way towards determining how much future business they will do with a given company.
This all makes sense so far. Nothing new here. But recent data from that was funded by ZenDesk found that 77% of businesses don’t mind paying more if they get great customer service. The take-away here is that if you go BEYOND THE CALL of duty, they will REWARD YOU FOR IT.
This is welcome news to any business, but especially one as cut-throat as the cleaning industry. As you well know, your cleaning bids will often get rejected if you come in with too high a price. But as I have mentioned many times over the years, not every customer is worth having.
The ones who only worry about price, can be some of the biggest headaches you’ll ever come across. And while those who expect the world of you can be difficult too, at least you are earning a decent profit from them! Given the choice, I’d rather make more profit. They both may be a headache, but one pays much more!
As I just mentioned, coming in with a new bid price on the high side can be tricky. You run the risk of losing out to another company. But another nugget of data from this study gives a clue on how to address that problem.
86% of the business people surveyed will choose a vendor based on a smooth customer service experience and 85% will choose a vendor based on a quick response to an initial service inquiry. This means no hiccups from the beginning stages of customer interaction and NEWS FLASH…. a QUICK RESPONSE in the first place.
A while back I did two posts about these very topics. The first was about “What the customer is really buying“. This post describes the “smooth buying experience” the customer NEEDS to experience in order to choose you. The second post dives into the data on quick responses to customer inquiries.
Well, I really hope you can leverage this information into getting hired more often and for more money as well. At the end of the day, it’s a lot better if you put this into action than to have your competitors around the corner beat you to the punch.