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Ask Cleanfax!
July 02, 2012
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Q: When my telephone rings, I naturally think I may have a new customer, but often the person calling just asks, "How much do you charge?" That is frustrating, and I try to quickly get off the phone because it is a waste of my time talking to someone like that. What can I do to get rid of price shopper inquiries?
— Randy, Gary, IN
A: Price shoppers can appear to be a waste of time, especially when your goal is trying to get high-end customers who aren''t concerned about price, but are more concerned with quality.
That''s the type of customer most cleaners are targeting. But the first question might be: How are they targeting?
You have to look at your advertising and marketing message, and also how you deliver it. Obviously, if you run coupons or advertise prices, this may attract price shoppers.
Referrals are the key to getting higher prices and avoiding the "How much?" question.
So review your marketing approach. Make sure the message is targeting high-end customers. Think about the "triggers" that make them buy. It is probably not seeing a disgusting "before" picture with an immaculate "after" picture, as these types of customers might wonder why you clean such dirty homes.
Something else to consider is this: Are the ones asking "How much?" really asking because they don''t have money to spend? Or are they concerned first and foremost with the price? Think of your own buying habits. Don''t you ask how much things cost before you commit to buying?
People may ask "How much?" because they don''t know what else to ask, and to them this is an ice-breaker to get more information from you. So when someone calls and asks that dreaded pricing question, respond with a question of your own, such as "Is price your main concern?" If you ask it sincerely, you may be surprised with the response.
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Q: I''m having a really difficult time getting out coffee stains. No matter how much I clean the area, there seems to be a brown hazy stain that just won''t budge. Any ideas?
— Kyle, Sacramento, CA
A: You don''t mention your process for removing coffee, but sometimes the traditional tannin stain remover — an acidic product — just isn''t enough.
Coffee stains seem like they should be pretty straightforward, but there are several factors involved that can influence how easy — or difficult — the job may be.
For instance, if the coffee was spilled when very hot, the liquid can quickly penetrate any fabric protection and create a tough stain.
The fiber type matters as well. Olefin and polyester are generally more stain resistant and coffee should be easier to remove, compared to nylon and wool.
After applying your tannin stain remover, giving it perhaps a minute of dwell time, and rinsing, it may be time to try a specialized coffee stain removal product, usually a bleaching agent.
Whether you use an oxidizing or a reducing agent, remember that there are no "rules," just guidelines. An oxidizing agent generally works best on organic stains, while a reducing agent works best on synthetic stains.
So you might start with applying a peroxide product (oxidizer) to the stain, then placing a damp towel over the top of the stain and adding moderate heat, such as from a steam iron on a low setting. You must use a damp towel to protect the carpet from damage. A few attempts with an oxidizer should remove most coffee stains. But watch for loss of carpet color, and stop the process if you notice any color change other than from the stain.
However, some decaffeinated coffee brands have an artificial color, which is usually best removed with a reducing agent. You would use the same approach as mentioned previously, adding the product to the carpet and adding heat, again protecting the carpet with a damp towel.
Coffee stains can be tough, and repeated attempts are considered quite normal. Aggressive procedures may be necessary, but always obtain customer approval before proceeding.
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