Today Mike coaches Jaime Kulaga of Two Maids and a Mop on how to keep cleaning clients that are leaving due to situations outside of quality and performance by encouraging an attitude of total responsibility.
Learn how to focus on your circle of influence and not the things you cannot and should not try to control.
Mike explains that the sphere of things you can control is very small but the sphere of things you can influence is much larger and why there’s power in knowing the difference.
Hear what your cleaning clients are communicating is really saying when they cancel service for reasons other than problems with your service.
BONUS HINT: The way to combat customer loss is to provide a solution to their deep needs
Start with a solution to THEIR specific problem and then communicate it continually.
Mike goes on to explain when you truly believe you are solving problems and you communicate that to your employees you will get a higher quality of employee to your cleaning clients.
Hear when the worst time is to try to save a cleaning client. And what the indicators are so you aren’t caught off guard.
BONUS HINT: The best way to make losing customers a non-issue to have a steady stream of new prospects that turn into leads that turn into customers.
But how?? So glad you asked.
The one problem with franchises is they don’t help you with getting you clients other than their general advertising. You can’t trust that the marketing budget for your area through your Franchisor is going to serve you as well.
Mike explains how to create client attraction system and put them in place in your business.
Finally, they cover the important of why you need to know your numbers. Do you know where your company is financially? How many cleaning clients per month you loose? How about how many new leads turn into paying customers?
You must have a very specific tracking system for your leads per month and your conversion rate.
BONUS TIP: Get away from statements like “the phone is always ringing”
You must track
Finally Jaime hits us with some of her own business genius in the lightning round.
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