Expand Your Window Washing Business By Employing Some Solid Customer Service Tips And Techniques!

Have you ever heard the saying “Success is 90% attitude and only 10% aptitude”?

You may be thinking what in the world does this have to do with window washing and customer service. Well by working on becoming tops in customer service, you are automatically developing a more positive attitude which in turn generates more success for your window washing business.

If, on the other hand, we let the little irritating things creep in or those grumpy customers affect our outlook, then our attitudes take a nose dive. If that happens, our good customer service usually takes a
dive right along with it.

I’ve listed below 3 things that can really make your customer service shine through:

1. Communication…

Lack of communication is probably my biggest pet peave when dealing with most businesses. Maybe you feel the same way (or maybe you don’t) but I just feel it is so rude to leave a customer hanging in the breeze.

How many times have you contacted someone or some company and set up an appointment for them to come over and do some work, or set up an appointment for an estimate, and lo and behold they not only don’t show, but to make matters worse, they don’t even provide you a courtesy phone call.

I don’t have enough fingers and toes to count the times this has happened to me personally. It’s like they can’t be bothered to at least contact you and let you know they’re running late or whatever.

I place “communication” on the top of my customer service list in terms of importance. When you communicate properly, the amount of goodwill you are generating in your window cleaning business can be tremendous.

For example, the night before your scheduled jobs I recommend placing phone calls to your customers as a little reminder that you’ll be swinging by to do their job at such and such a time the next day.

If you’re running late for an appointment, give ’em a call and tell them so. It’s simply inconsiderate to make your window washing customers wonder and wait. So go ahead and create some positive vibes by making a quick 30 second phone call telling them you’re running a tad behind schedule and will be there shortly. They’ll appreciate it and be impressed you cared enough to call.

And contrary to what some window washers think, prospects need to be communicated with also. Yeah I know this is about customer service, but I wanted to throw in a little blurb about prospect service since it’s not talked about too much.

If you give a prospect an estimate and they need to talk it over with a spouse or just “think about it”, it’s super important that you give them a call in 2 to 3 days. It’ll give you a huge leg up over your competition because most of your competitors don’t know how to communicate properly, so they’ll wait
for the prospect to call them. Beat ’em to the punch and close the deal.

And if you’re running late for an estimate, give the prospect a call. All customers start out as prospects, so if you fall down on prospect service with a prospect, you may never get the opportunity to even use good customer service with him or her because they won’t turn into a customer.

So excellent communication with both prospects and customers = more business + more repeat
business + more satisfied customers. Can’t ask for anything more than that.

2. Treat your customer like a close friend…

I’ve been in restaurants and stores where I see waitresses and store clerks just sleep walking through the motions of doing their jobs. That is until a friend or a favorite customer comes in. At that point, they
smile, perk up, and become a different person.

I’m sure you’ve seen the same thing.

But if you can express that kind of friendliness and enthusiasm to ALL customers, you have a tremendous advantage. Why would a customer ever leave you and your company to try an unknown window washer? They won’t.

I’ve had invites to barbecues and family functions from my customers, ended up playing ping pong, foosball, and other games with some of my customers after window cleaning jobs, been asked to join them for dinner after a window cleaning job was done, etc. etc.

So be warm, friendly, and fuzzy, and you’ll gain the loyalty of your customer’s business forever, or at least until they move. :o)

3. Be a customer diplomat…

Being a customer diplomat really involves everything we talked about previously plus some additional aspects to give you even higher marks when it comes to great customer service.

I’m talking about doing a superb window cleaning job, having outstanding communication skills, handling any and all customer service issues or complaints pronto, and anything else that involves trying to make the customer super satisfied.

I stress being a customer service diplomat because most of our profit is derived from repeat business. So we need to go the extra mile to make sure they want us back many times over.

But what about difficult customers?

The beauty of our business is that the vast majority of our customers are quality people who will appreciate our efforts, our service, and our commitment to them.

BUT…there’s always that rare customer out there who feels they have all the answers and wants to duke it out with you over your pricing, your service, etc.

My first response is to definitely not get into some kind of an argument. Be cool, calm, and collected. It’s amazing how fast a person will back down if you can explain your position clearly and with confidence.

Recently, a window washer I know got stuck with what he called “The Negotiators”. Two different customers who were looking for free services, cheaper pricing, or a combination of both.

But in the end by sticking to his guns, he and both customers ended up winners. Paul actually ended up making MORE money on one of the jobs and received glowing reviews from the customer saying he hasn’t seen his windows that clean in 20 years.

The other negotiator, an attorney, said this after the job was done: “You did a really good job on my windows, Thank You! I want you to do the rest of my house and I want you to do my mother’s house too.”

And the icing on the cake was him receiving a referral from this attorney for him to do another attorney’s house.

So the moral of the story is when you run up against a difficult customer or a “negotiator” as Paul calls ’em, be firm, be specific, and be confident. We provide a valuable service done in a professional manner. All we need to do is prove it to the customer.

Worst case scenario…just walk away. I know it’s hard sometimes to walk away from business but I’ve “fired” customers before if I felt that a customer was not only going overboard in his or her demands but also doing it in a rude manner. It’s not worth it.

Anyway…if you need to fire a customer or walk away from a prospect, do it as a last resort obviously, but also remember that there is a boatload of glass out there to clean, so your area is filled to the brim with lots and lots of other prospects.

To close this talk about customer service…

Really focus a lot of your energies on the somewhat boring concept of customer service. I have seen poor customer service literally destroy businesses into the ground and I have seen businesses flourish by providing excellent customer service.

And as I stated above, the fact that our business is repeat in nature, customer service is even more important.

So be a customer diplomat. As I’m sure you’ve all heard, word of mouth is the best advertisement, so just imagine what kind of great things will be said by your customers on the receiving end of your
outstanding customer service.

This really will take your business to new heights while all the non-customer service oriented window washing businesses out there are whistling in the weeds wondering what’s going on and where all their window washing customers went to.

To your Success,

Steve

Local Search Traffic Secrets For Small Business Owners

Local search queries offer small business owners the opportunity to tap into some highly-converting sales leads. All they need to know is how to find that traffic, and in this article we show exactly how it is done.

Many small business owners wring their hands at the prospect of trying to figure out how to put their business on the internet and tap into the millions of prospective online leads that browse the web every day looking for the kinds of services they offer. They usually learn, fairly quickly, that getting traffic to their web site is not going to be easy.

Not only is it NOT easy, for the most part it is down right difficult, which is why the following simple traffic generation strategy should be one of the very first they adopt. Not only does it represent a way to grab prospects without spending a dime, but it also puts you on the map of the two big names in search engine marketing: Google and Yahoo.

Imagine that you own a dry cleaning business in Pasadena, California, and that some web user has just spilled coffee on her favorite outfit. She needs it cleaned, pronto, so she jumps on the web and types “dry cleaners, pasadena ca” into the Google lookup in her browser.

The good news: your business is just what she is looking for. The bad news: you do not have a page on your web site that is optimized for the keywords “dry cleaners, pasadena ca”. You should have one, but perhaps your SEO guy has not got around to it yet…

No matter, you can make up for that oversight by going to Google Local and filling out the form that allows a small business owner to list their business with Google. You provide them with basic information about your physical address, the URL for your web site, and a short description of your business (about 200 words).

Then Google takes a quick look at your web site and generates a Google Map showing a marker at the physical address you supplied. If needed, you can make a correction of the marker on the map. Then you specify a business category, hours of operation, payment options for your business, and any other particulars that you think a prospect might find useful when they are presented with your business profile. You can even add a photograph and a video, if you like.

Submit the information, and you are done. The next time someone types “dry cleaners, pasadena ca” you are on the map. Simple, huh?

Once you have done that, get yourself over to Yahoo Local and repeat the process to add even more prospects to your local business search sales funnel.

So what are you waiting for? Go put your business on the Google Map today by tapping into Google Local. Then do the same with Yahoo Local. It represents free traffic from your immediate neighborhood of people looking for exactly the kinds of services you have to offer. It could not get much simpler, could it?

A Funded Proposal for Your MLM Business Will Put Cash in Your Pocket and Stop You From Going Broke!

Quick question. How much is your monthly marketing budget for your MLM business? What’s that you say? You don’t have a monthly marketing budget? Well let me put it a different way. Since the start of your network marketing career, what is the total amount of money you have you spent on the following:

  • enrollment fee for your network marketing business
  • initial product order
  • prospecting cd’s and dvd’s
  • prospecting brochures
  • company business cards
  • compensation plan flipchart
  • pens, pencils, paper, and other writing supplies
  • dropcards
  • fuel and tolls for travel to local meetings and one-on-one appointments
  • pay-per-click advertising
  • leads and genealogy lists
  • wardrobe and dry cleaning for business-related attire
  • web hosting
  • website design
  • internet service
  • cell phone bill
  • weekly meeting distributor fees
  • regional/national convention registration, airfare, hotel and food
  • coffee at Starbucks for your one-on-one meetings with prospects
  • classified ads
  • team logo design
  • training materials for you and your downline
  • network marketing books
  • full-page and half-page ads
  • check processing fee
  • thank you cards and postage
  • fliers
  • product literature
  • product orders for samples and for personal use or consumption
  • monthly autoship

Oh yeah, you forgot about those expenses. Well guess what, those are your marketing and promotion expenses. Next question. How many months have you been in business with your network marketing company? If you add the total of the above expenses, plus any others I may have left off, and divide by the total number of months you have been business, the result is your monthly marketing budget.

For the sake of example, let’s say the total you have spent on expenses since the launch of your network marketing business is $1500 and you have been in business for 5 months. A quick calculation shows that your marketing budget is $300/month. Now here is the most important question:

Where is that $300/month coming from?

If this money is taken out of the revenues from your network marketing check, i.e. you are earning more than $300/month from your business, then congratulations, you are in a positive cashflow situation (a good thing). However, if you are not yet earning at least $300/month from your business, then you have negative cashflow; you are in a monthly deficit situation (this is bad). You are spending more than the business is making. More than likely you are covering the balance of these expenses from your personal savings (this is very bad). Your personal savings account is now like a private investor in your business. Unless you start to show your “investor” some positive returns and dividends, you will soon have an unhappy investor that may shut down the cash pipeline. In other words, it is imperative that your marketing expenses are covered by your business, and pronto, otherwise you will go broke!

Q: How does a funded proposal turn a negative cashflow situation into a positive cashflow situation that can be used to cover your monthly marketing expenses, so that you don’t wipe out your personal savings account?

A: By providing you with an additional stream of income that you can promote to get paid today, while you’re building your long-term residual check from the growth of your downline in your network marketing company.

For those of you unfamiliar with the term “funded proposal”, here is a quick definition, off the top of my head:

A funded proposal is a low-cost introductory product that you promote as part of your business model. The purpose of promoting the funded proposal product is to raise immediate cash to cover expenses, (e.g. marketing and promotion costs), associated with running your business. Typically, the funded proposal product is in some way related to your main product, so that the people who purchase your funded proposal product today would also possibly have an interest in your main product in the future. Because of your marketing and relationship building efforts, the customers who have purchased your funded proposal product will be more receptive to purchasing your main product in the future, than if you had promoted your main product to them first.

In your case, as a rep for your network marketing company, your main product is your business opportunity. One of your immediate goals is to grow your MLM business by creating a solid base of reps that have the proper skills, training, and work ethic to build a large, stable organization of reps and customers. A target market for good potential candidates to fill these positions is people currently in the network marketing industry that are dissatisfied with their current company, their current product, or the training and support they have received from their upline leadership.

An example of a good funded proposal product that you could promote to this group could be an instruction manual, or a video series, or audio series entitled, “How to Build a Huge Network Marketing Downline, Even Though You Have No Warm Market Where You Live and Your Upline Sucks!” Let’s say that you do your research, and you discover that a good price point for an instruction manual of this type is $47. If you sell 7 of these instruction manuals per month, using various free marketing methods, you would have just raised $329 that can be funneled back into your marketing campaign. It could be used to pay for your monthly web hosting, phone bill, marketing materials, fuel, etc., so that you are no longer taking money out of your savings to fund your marketing.

By promoting this product to struggling network marketers, you are accomplishing three tasks simultaneously.

1) You are building a list of qualified prospects (generating leads) to whom you can later promote your MLM business opportunity and
2) You are raising the necessary funds to keep your business afloat while you grow your MLM downline. (More Leads and More Cashflow)
3) In the event that they do partner with you in the future in your network marketing business, you are training them, through your instruction manual, to be the type of distributor that you want on your frontline.

Now, if you have the time and experience to create such a product, this would be a great product for you to create so that you could promote it to the type of individuals you would like to sponsor into your business, i.e., people with network marketing experience that may be struggling and open to switching to a new company. If you do not have the time and experience to create such a product, however, there are marketing systems that provide numerous excellent products that you can promote as an affiliate and make the upfront cash through affiliate commissions to fund your marketing efforts.

Some systems have upwards of twenty different income streams that you can set up in about an hour that you can promote without interfering with your primary network marketing business to finance your marketing budget. In addition, as a member of many of these marketing systems, you are given all the tools and training to generate traffic, build a list, market funded proposal products to your list to pay for your marketing, and sponsor more distributors into your MLM business.