Use the estimate package…
I received an email recently from a window cleaner talking about the estimate package and how it benefits his business and the # of prospects who say yes to his service as a result. And I repeatedly get emails from folks telling me that prospects routinely choose their service over competitors even though they might be a bit higher in price. Sorry to shout the following, but "IT’S ALL IN THE PRESENTATION". You get once chance to make a 1st impression. So take the estimate package provided, modify it to fit you, include lots of references with phone numbers, personalize it for each prospect, paperclip a quality business card to the front, and prepare to wow ‘em. See how many prospects will say "yes" to your presentation with price not being the main issue.
Here’s the recent email:
Hi, Steve
Just wanted to tell you how much I’ve made so far since I’ve started. I did a rundown and it came down to $4,435. I know that doesn’t sound like a lot but for me its great because its my first real achievement. I tried things in the past that actually lost me money. I’m also starting to get a good reputation, people are starting to call me based on referrals. My site is good, I plan on upgrading it soon to add a more professional appeal. The 3-page letterhead is the winner; its to a point where they don’t even question the price because its so good. Anyway, just wanted to give you an update. Thanks for all the help.
Rasheed
My Response:
Hi Rasheed:
Good to hear from you. How have you been?
Now those earnings are mighty cool. It isn’t about who makes the most money all the time. Or who has the most customers. So I think over 4k is fantastic. And that’s right….many times it just takes something like this (earnings) to get over the hump because an achievement has been reached. Most every single one of us has had businesses or multiple failures in business. Man oh man…I should tell you about some of the failures I’ve had and the money lost. Lots and lots.
And what these failures do is make you real skittish when the next opportunity comes along. It fills a person with doubts, they question their ability, etc. etc. So I’m glad that you were able to overcome this and just take it a step at a time keeping your focus along the way. I love to hear about it for sure. Just keep on repeating the process over and over again. And stay tapped into the blog for ongoing info I’m starting to get emails from window cleaners who want to post with good info. that works for them, and this helps everyone. There is no doubt that the business is out there. We just need to go get it. 
)
Thanks again for letting me know about this and for keeping me updated. Your reputation and referrals will continue to build and grow. Good stuff. And I appreciate your comments on the estimate package. Right…it’s not always about price. Take care and have a good weekend.
Regards,
Steve
256-546-2446
Estimate Questions…
The results are in and the relaunch of The Customer Factor has been a huge success!! Window cleaners are jumping on board and already benefiting from this software. Feedback is also coming in which is always welcome. This is how the program will grow and get even better. And now let’s get into a blog post….
Good evening, Steve,
I recently purchased your window washing package on how to start a window washing business and should have the necessary capital to get going in just the next week or so. I had a few questions before I got rolling that I was hoping you might be able to help with.
1. When you go out (typically on Fridays) to do your estimates, do you then go home put together the estimate, and return once again? I wasn’t too sure because in your manual you said you would go to do the estimate and they wouldn’t have to be there, but then you’d personalize it and present it to them. Did you accomplish all of that in one day when you had multiple estimates?
2. When toweling the window on the outside you are just wiping the frame and not the actual window itself; or are you getting the water that may have pulled up in the corner of the window where the frame/muntins meet?
3. Do you have a specific preference for Ettore over Unger or do you find them comparable or one superior to the other – or does it even really matter that much?
Thanks in advance for your time!
Michael
My response:
Hi Michael:
Good to hear from you.
1. What I generally did was do my estimating friday as I mention in manual, but they would be from callers who called me on other days of the week. So if mrs. jones called me on monday for example, I’d set up an appointment with her on friday to do her estimate because that’s when I preferred to do my estimating. Now if I had no choice or felt she might bail and use someone else, then I might try and slide in to do her estimate sooner. But I really did focus all my energies on estimating on fridays.
So to answer your question, no I didn’t return again after going home and putting together the estimates. I did all my estimate prep work thursday night from callers who called during the week. So friday morning when I hit the road I had my 12 to 15 personalized estimate packages all put together.
Again though…keep in mind that sometimes it didn’t work that cleanly. Sometimes a prospect would stop me at the store (after seeing my magnetic signs) or ask for an estimate when I’m doing their neighbor’s home, etc etc. So I always carried spare estimate packages (not personalized) with me that I could present on the spot if I needed to.
2. Right…I’m toweling the frame around the outside and not the window. But if you have muntins, then water will collect in there so you have to absorb that water also. So it is really more than doing just the frames. Usually if they’re regular double hung windows, most of the time just wiping the frames will do the trick. But if there are multiple muntins, then you have to wipe the frames, corners of muntins/frames, etc. Needless to say doing windows with muntins can be time consuming due to this excess towelling that is needed. Did that answer your question though?
3. I didn’t have any preference on rubber. Rubber was rubber to me. Some folks have told me they have their preferences, but frankly, I couldn’t tell much difference. With the right window washing solution, proper squeegee pressure, and the right window cleaning technique, the rubber will do a great job cleaning up and making the window shine.
If you have any more questions michael, please let me know. Take care for now.
Regards,
Steve
256-546-2446
Some Media Attention…
I recently received an email from a window cleaner telling me the local newspaper just wrote an article on his business. One of his customers contacted someone at the newspaper after tony completed the customer’s window cleaning. A reporter then called and did a story about his business. He mentioned he got about 10 jobs out of it so far and people are still calling. Not bad considering the article was published on 9/12 and he mentioned this to me on 9/13. Not too shabby at all. So do a great job and it’s only a matter of time before good things happen in your window cleaning business. Enjoy the article:
Window washer builds trust transparently
In the past year, Tony <last name deleted for privacy> has moved up in the world.
In December 2006, he spent his days as a counselor at Bitterroot Elementary and his weekends and summers washing windows for friends around town. By January 2007, he had quit his counseling job to focus on <company name deleted>, his window washing business, going up as high as 50 feet to ensure his customers had clean, sparkling windows.
"My wife told me I was crazy because I quit in the middle of winter to start a window washing business," Tony said. "But I decided it’s time to take care of my family."
Tony said he has plenty of business. He, along with another full-time employee, washes windows at as many as five buildings every day, most of which are homes, and works year-round. Spring and fall are the busiest times of year, when homeowners are busy cleaning their homes from the previous season. In the winter months – when the demand for clean home windows slows down – the business will help clean and prepare windows for new construction projects.
Having spent most of career working with people – children in particular – Tony happened upon the opportunity to wash windows full time by chance. Another window washer, Window Magician owner John Shortridge, had passed away and he received a call from one of Shortridge’s clients asking if he had taken over the business.
Tony had not heard of the Window Magician but called the business. He spoke with Shortridge’s widow and soon he and his wife had a business meeting with her.
"The biggest thing was that she didn’t really care about the money," Tony said of acquiring the Window Magician’s business. "She just wanted somebody her husband’s customers could trust."
Soon, he had a list of about 120 new clients. In proving that he was trustworthy, Tony worked out a deal in which the widow receives a portion of the profits from her husband’s contacts. He now strives to prove to clients old and new that he can be trusted.
"I want to emphasize how thankful I am for what I got from John," Tony said. "Customers liked him. He loved the Lord, loved his family and loved his work. That’s what I want to do."
To contact <company name deleted>, call <company phone # deleted>.
Note: Some details above have been deleted for privacy. A few hundred window cleaners read this blog, so it’s not fair to Tony for him to receive dozens of calls pertaining to his business or the article. If you follow the program, everything falls into place. It may not be tomorrow and it may not be next week, but it will fall into place. Just take consistent action and watch good things come your way. See you in the next blog post!
Yabba Dabba Doo…the numbers work!
An email recently received about the numbers working, closing the estimate, what to say, etc. So read the post and then check out my response. Hope it helps in your business.
Hi Steve
Well finally got off the rear end and started handing out flyers. I use the flyer/bag/stone method and it works great. Dropped approx 300 and got 3 calls in about 2 days. Did 4 estimates and now waiting to hear back.
Questions how to you close the deal while your with the customer, after you gave them the estimate. I feel like I lost out on an opportunity there by not sealing the deal. Any suggestions?
Also now that I gave them the estimates how do I follow up with a call. How do I present this?
My current rates are for a standard window 5.00 inside and out and 3.50 for outside only. French doors and sliders at 6.00 a door inside and out. Sound in the ballpark for this area?
Any help would be appreciated.
Ted
My Response:
Hi Ted:
That’s great. It really is. See? It’s an easy business. )
The numbers/return calls from prospects will definitely work for you for sure as you have seen. 3 calls in 2 days from 300 flyers distributed is right on the money as far as a 1% return. So we’re good to go. Being as how it’s a proactive marketing method, you should "close" around 80% of the prospects you present estimates to. I would wait 2 to 3 days and call them back.
It can be a bit nerve racking after presenting an estimate so what I did to take the pressure off of myself is to immediately get the price right out of the way up front. Reread chapter 8 and you’ll see exactly what I say. But I believe in getting the price out first. Then it’s just a matter of repeating what the cover letter says. Did you present the estimates as I describe in chapter 8 (letterhead, 3 pages, business card paper clipped, etc)? If so, then all you’re doing is simply repeating to the prospect exactly how you clean their windows. The cover letter is something you should memorize so you can sound supremely confident in the service you provide. This confidence will also breed confidence in your prospect thereby making them easier to close either at the door or during your follow up call. Ah…human pyschology is a wonderful thing. )
Anyway…I understand what you mean about "lost out on an opportunity", but I wouldn’t think of it that way. They called because they were interested, right? So they very well may just have to talk it over with their significant other. Once this is done, they may call you or when you call them, you can close the deal then. Go back over chapter 8 and you’ll see what I say during the follow up call. Very low key. But it all starts at the door when you presented the estimate.
I think your rates are definitely in the ballpark. For outside only pricing, I usually did the full estimate just like I was doing inside/outside and then multiplied by 60%. So if we want to get technical about it, my outside pricing for a window was $3.00. But we’re nickel and diming it, so stay with what you have and test it to see how it goes.
I would say though that I wouldn’t focus on offering the outside service. I’ve found over the years in any business that prospects will buy what you’re offering if it’s a quality service and presented right. So with this said, if you focus on offering only the outside, that’s very well what they might buy. It’ll cut your profits down dramatically. So go for the whole job. And don’t forget to ask for ceiling fan cleaning once the job is complete. This is easy money. Especially in florida. What to say about asking for addon business is in my bonus section in manual.
Now if you were to get out 300 to 500 flyers per week, that’s a good 3 to 5 calls. It doesn’t take much to build a pretty solid window cleaning business. Just regular action every week. So what I did was forget about prospects I presented estimates to. Sounds strange I know, but I always focused on the next batch of phone calls I could generate from my marketing efforts.
So yes…follow up with prospects assuming they didn’t say "yes" at the door after your presentation. If they’re not ready at that time, then follow up again a few days later. But don’t delay your marketing because of these prospects. You have to really forget about them and move on to secure more calls and more estimates. Just keep it going. What’ll happen over time is you’ll then never feel like you lost an opportunity because you’ll have another half dozen estimates to do that day.
See what I mean? It also takes a lot of pressure off you knowing that you don’t have to close each and every prospect you talk to because again..you’ve got another bunch of estimates to do. Hope this helps. Take care for now. And please keep me posted on the prospects you secured for jobs in this first batch of calls. But put ‘em in the back of your mind for now and pump out another 300 flyers. Have a profitable day today!
Regards,
Steve
Ah…what to do, what to do?
Been a bit delayed on posting to this blog lately. The Customer Factor was in the middle of a big relaunch with new features, new functionality, new design, etc. You can see an image of the new "look" here. (Click image to enlarge it). If you haven’t joined up, what are you waiting for? 
Here’s what one member wrote after the relaunch: "Wow…checked into The Customer Factor this morning to see what was up and it was already loaded and looks GREAT. I really like it. Congratulations and keep up the good work."
The Customer Factor will take your business to a new level of profits for a tiny, tiny investment.
Anyway…the relaunch was complete on sept 8th, so now I can spend more time posting to the blog along with writing some quality window cleaning/marketing articles that’ll help you in your business.
Here’s an email received recently:
Steve,
I have received everything, thank you. Fighting off procrastination as we speak! Will dig in soon. Thanks again.
Jess
My Response:
Hi Jess:
Sounds good. Well…it sounds good that everything has been received but I suppose not so good on the procrastination thing. )
We’ve all been through it. It’s tough getting something new up and running. But I can promise you that if you just take one little step each day, it won’t be long before you’ve got yourself a full fledged, profitable enterprise. I see it every single day. But I only see it obviously from the folks who take the necessary action.
I write about a lot of different things as it relates to the window cleaning business and I’m sure it may seem a tad overwhelming at times. Information overload is a real concern. It can lead to inactivity because it’s tough to decide where to start. But if we just go back to the basics and start there, it all works out.
For example…have you called a commercial insurance agent to get some quotes on liability insurance? Have you spent a few hours coming up with a business name and then registering that name with the State? Have you purchased the window cleaning supplies? Have you lined up 2 or 3 neighbors or friends where you can clean their windows when your supplies come in? Do these jobs for free in return for a reference and/or testimonial. This’ll help you start building a quality estimate package with references. Have you called the yellow pages to see when the cut-off is to get a listing in the phone book? Have you taken the marketing CD I provided you to a sign shop so they can make the edits on at least the yard sign so you can create great exposure at each home where you’re cleaning the windows?
These are just a few things that you can do in the next 2 or 3 days. Again…it’ll all start falling in place. When it really is kicked up a notch though is when you get that first phone call and that first job. This’ll prove to you that it works and that there is a market for your services. And it’ll motivate you to turn up the steam and take more steps and more action.
If you need any assistance, motivation, ideas, etc, don’t hesitate to give me a jingle at 256-546-2446. There’s a whole lot of customers out there waiting to be contacted. Take care for now.
Regards,
Steve
What To Do in Cold Weather?
An email recently received:
Steve,
I had an idea that I wanted to run by you. I am expecting that in the cold months of November through February here in Montana I won’t have too many window cleaning jobs. I was reading the manual that you sent me and you talk in there about other ways to make money when in a person’s house. This gave me an idea of sending out a mailing to all my existing customers in late October.
The mailing would say something like "Ever wonder what a window cleaner does in the winter?" Then, I would present some services that I do not believe are offered anywhere in town. I would offer to remove all blinds and curtains and clean the blinds in my "shop" and take the curtains in to be dry cleaned. Have you ever thought of doing this (probably not since in the warmer states windows can be cleaned pretty much year round).
Of course, I would have to come up with a creative market strategy and also a price point. Just wondered what your thoughts were. We are up to 210 customers and I have 2 more estimates today. Also, word of mouth is getting out and I have people calling now that "don’t care about the price" because of the reputation the business is building!!! Take care,
Tony
My Response:
Hi Tony:
I hope your weekend is going well. Happy Labor day to you. Congratulations once again on 210 customers. Just excellent. I remember when you first got started not too long ago. You are growing at a good clip for sure.
There are so many ways to make money with your customers after you get in their home the first time to clean their windows and start building the relationship. I was hanging christmas lights for customers. As a matter of fact, I ended up hanging lights and christmas decorations for the president’s house of the university of florida. Huge home and made over $2k on the deal. Bottom line…there is a bunch of profit in your customers for numerous other services.
The key of course is time or lack of it. But as you said, the cold is soon coming in your area which will probably slow you down a tad for residential glass. So this’ll free you up for other things. I think a mailing to your existing customers is exactly the thing to do. I would make a bet with you that some of your customers are needing services done right now and they don’t know who to call.
I like the headling of your mailing. "Ever wonder what a window cleaner does in the winter?" Excellent headline. Different and an attention grabber.
Blind cleaning is a natural. Do you have any blind cleaners in your area? I know we had absolutely not one single blind cleaner in my area. Not one. If I had more people and more time, that is one industry in addition to window cleaning that I would have sunk my teeth into. So that is a natural for you. I wish I could help you with some specifics as far as blind cleaning pricing. I really don’t know where to begin on that although I know someone doing blinds getting $10 to $12 per blind in his area.
Be real careful though because some of the blinds these days are the really nice wooden ones. I’m not sure what kind of wood they’re made out of, but I know that with some of them, if you get them wet, it could ruin them. So this may take some research.
Have you ever thought of window repair? There is a system available that can fix the windows instead of forcing the homeowner to replace. I’m referring to the condensation you’ll see in between double pane glass. It’s because of the seal(s) being broken. This technique I’m referring to sucks the condensation out from between the panes and closes the seal making the window look brand new. Someone was recently telling me that he bought the system and is making $90 to $100 for each window he fixes. Cheaper then replacement so the homeowner gets a good deal and still good profits for you.
As far as christmas light hanging, there is a guy I know down south who purchased a program from someone teaching him all he needs to know about this service, what to charge, how to work it, etc. If you want, I find out this information out for you. I personally just winged it and estimated the cost of hanging lights so it matched up with my window washing income of $45 per hour. Sometimes you might make more. Occasionally you might make a little less. But overall, it all works out in the end.
Are you handy with handyman stuff? Can you fix things? It was unbelievable how many of the older, retired folks needed someone to do this, do that, etc. I betcha i could have walked away from windows and just spent all day doing handyman stuff. Of course the problem with that is that I’m really not very handy as far as a general knowledge of lots of "handy" type stuff. ) But the service was most definitely there. My customers needed help. And I’m sure yours will too. Even customers besides the retired customers.
Hopefully this’ll give you a couple of ideas. As soon as The Customer Factor gets these new upcoming uploads (sept 8), you’ll be able to easily create all the personalized docs and labels at the same time. So in one fell swoop you can print 210 letters and 210 labels in a snap.
Keep that reputation spreading. The service industry is an outstanding industry to build a solid reputation. And once it starts growing, it’ll keep on growing. It got really exciting for me heading into year two and onward because the pressure was off somewhat on having to do traditional marketing because referral calls and "reputation" type calls came in. And these types of calls are always nice because they don’t cost anything to get.
Take care for now and I’ll talk to you soon. Please keep in touch. Enjoy the holiday.
Regards,
Steve
