I have had to explain the encap process dozens of time.
I sometimes get a sceptical look. When the job is completed they are always pleased.
I am one of many currently bidding on carpet cleaning for a large banquet hall. I believe the last time it was cleaned was either hwe or CD.
While explaining the encap process I get The Look.
Potential customer -'So, when you're done my housekeeping people will vacuum. Will I be able to see these crystalized dirt particals in the dust cup of the vacuum?'
What do say??
I actually lost a steady comm. customer because he thought the dirt was not being removed, just rinsed out of sight.'The dirt is still there - you just can't see it.
I have tried to contact him to offer hwe but I think he hired someone else.
Sometimes I find it hard to sell the encap process. Anyone else? How do you respond?
Thanks

Just tell them exactly what happens.The crystlalizing polymers encaps the soil thus used as a vehicle to be extracted during subsequent vacuuming.

then tell them to vacuum a soiled area that has not been encapped leaving the soil in cup. then vacuum the encapped area. Tell them to notice the difference in the soil and its color. I noticed a big difference with the soils in the same dust cup of my conquest(tractor trailor).

When explaining use big scientific words that they don't understand the ones you hear Rick G and Rambo using on the board.

The calibration of the fibration tends to cause condensation. The contamination of the urination exceeds the optimization of the crysalizing polymer technology.

Thanks
Your Servant Alex

Cultivate the "OCCD" you had at first for the industry!

If you look a few posts back I asked Rick about the history of encap - One of the reasons I asked is to explain some of the history to the potential client- that dupont came up with it, blah blah blah...It does add some validity to it. I tell them that instead of using old technology thats been around for a long time (HWE) this is NEW TECHNOLOGY developed by one of the biggest companies in the world...It helps a lot.

Joe

Pardon me for seeming rude, but I have to say that you people need to talk less and clean more.

Tell them you will clean 250 Square Feet for the extremely high amount of....FREE.

Tell them to wait a week and see what they think, if they don't like it you will happily HWE the account at the approriate rate and that 250 Square Feet is still FREE.

BONUS TRICK:  Tell them "X" marks the spot and clean a large X shape.  Then tell them- "So you don't lose the 'X- Spot' and just so you know, I can clean circles around any carpet cleaner, I'll circle it too."  Then clean a big circle around your "X". 

Unless you are cleaning a comic book store and they enjoy the X-Men logo the contrast will drive them nutty and won't be able to wait to hire you so it will all look the same again.

     "Don't tell the world what you can do, show them."

                                                  Henry Ford

Make you own luck,

Del Scrivner
Owner/Operator
Cowboy's Carpet Care

If I uploaded the picture correctly this may help, also know of one poster who vacuumed up some of the crystals and shows them to add validity

Where did the picture come from Jeff?

Make you own luck,

Del Scrivner
Owner/Operator
Cowboy's Carpet Care

I hate to admit it, but I've gotta say that Marty's right. Stop talking. Sell your client on the results. A conversation with a prospective client should go something like this. (Notice we're NOT talking "shop" in this conversation, we're talking about results and their SATISFACTION; after all, that's all they really want) ---

"Yes sir. We have all of the industry approved methods of commercial carpet cleaning at our disposal and we will use whatever method or combination of methods it takes to make your carpet look its best. We strive to keep ourselves abreast of advancements in the cleaning industry. That's why our cleaning agents include a built-in fabric protector to help keep your carpet's clean longer. And we also have a special technique for eliminating recurring spill stains too. In the end, our commercial cleaning system will keep your carpets looking their best. Best of all, we can deliver these results without any of the problems you are currently experiencing (like those recurring spill stains). In fact, we are so confident in the results that our company provides, we actually back up all our work with a double guarantee... If you are not 100% satisfied with the results - we'll come back out and clean it again for free, and if you are still not thrilled with the results - you don't have to pay. We take pride in our unique commercial carpet cleaning system, and we're confident that you're going to love the way your carpets look too. I'll be happy to demonstrate what we can do on a section of your most heavily soiled carpet. The results will show you what we're capable of - I think you're going to be impressed."

Notice that this conversation focuses squarely on one thing and one thing only = RESULTS. Let me ask you, when was the last time you asked the Dry Cleaner what type of equipment or cleaning agents he planned to use on your clothes? Well then, why in the world do the guys in our industry feel obliged to entertain these silly requests for information about our cleaning systems. Kindly acknowledge their question, and then go on to demonstrate how you will solve their problems for them with whatever tool it takes. (After all, even if you needed to purchase another machine to get the job done - we all know how to do that don't we?) Yet it is simply ridiculous to get tied up in a debate over your cleaning system. You are the professional! You possess the knowledge and the skills. That's what they are hiring you for, right? If they have more knowledge than you do, then they should be cleaning the carpet themselves shouldn't they? LOL

Help your client to understand 3 things - just 3.

1. They will get superb professional service that will make their carpets look their absolute BEST without any pain or problems whatsoever.

2. Your company is PROFESSIONAL from the word go; from the way you answer your phones, to the way you clean the carpets, to the way your truck looks, to the snappy uniforms you wear.

3. You'll take good care of them with FAIR prices backed with a solid guarantee.


It's simple - and it WORKS!






Rick Gelinas
rick@excellent-supply.com

Alex that was hilarious I got to write that down. Can you write my next ad for me.

If they ask - you gotta answer.

I guarantee results to all my customers and I ALWAYS get great results - what ever it takes. Once I get the account they are thrilled with me, accept for one.
I made the carpeting pop at the account I lost. He just believed the dirt was still there. He was a strange cat.
I always offer a free demo. The one I'm bidding on now didn't want a demo. He wants the bid a.s.a.p. to make a decision and get the cleaning started. I am going to ask why he isn't keeping the last cleaner.

What Rick and Marty said.

To much information only adds confusion, besides they don't care about how much you know til they know how much you care. Spend more time on explaining how you will protect their furnishings from any possible damage, security issues, and on and on let your cleaning results speak for themselves.
Remember you are selling something that is invisible, can't remember the author but I had a great book called "Selling The Invisible" that had some great info on selling something that you can show your client.

Del- I don't remember where I got the picture from, someone on line I keep it in my presentation book if you want a copy I'll be glad to e-mail it to you e-mail me at jeffvanburen@hotmail.com

I copied it right from tho post.

I hate to agree with Marty as well but I do agree with him, less talk and just sell.

Sell clean carpets. Dont sell the method.

Half the time the customer does not care or even care to understand how we do it.

If they ask just say we encap and that the method works great for comm carpet and it will keep your carpets cleaner longer.

Oh and you can tell them if your not happy after the job, just say what do care I already have your check.

Hey Rick, maybe thats why I dont get any repeat business?

No really sell clean carpet, your getting to much into the method of it.

Do demos; guarantee your work; give references; say as little as possible about your method.

i cleaned a spot in the entrance to a tanning salon. the guy calls me the next day and says i bleached the carpet.

i went out to look at it and had to explain to him the spot is just that clean. he said he compared a sample piece he had in a closet to the spot i cleaned and his sample is darker.

i had to laugh, i told him the sample piece has no wear has been in a closet has never been walked on or cleaned blah blah blah.that was 6 months ago he still hasnt had it cleaned but the spot i cleaned is still there clean as a whistle!

to top it off ive known him for 5 years.what a cheap ass.

That's pretty lame. Everyone once in a while you come across some very ignorant people. The key is learning to identify them quick enough, so you don't do the job and have to beg for the money you earned. Listen to your Spidey senses!

hi Richard,

good question. many have asked that here and what those of us with experience have learned and posted in reply over the years is: 99% of the time the only one who feels the clients needs an explanation is US.

you said, "I have had to explain the encap process dozens of time."

i would argue that you have not HAD to explain it, but offered to because of your (over)excitement of the process. the clients could care less!

just give them a free quote and schedule the CC'ing.

the only other option is you can continue to explain the process away and most likely lose more clients.


hope this helps --- Derek.