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

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

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,

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

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!
 

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

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

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