Just curious…newbie here. I’ve seen other window cleaners utilize the “3 Package” method of advertising services. You guys don’t seem to use that, most sites or videos recommend a package pricing model. How do you get around that?
Hello there! When you say 3 package method of advertising services, what do you mean by that exactly? Do you mean the type of window cleaning that is done on a least to most value kind of package deal? Or do you mean power washing, gutter cleaning and window cleaning all in one?
Also what are you trying to “get around?” What are your goals? Are you trying to go about offering your services in a different way or are you trying to improve on a previously successful plan?
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Thanks for the reply! By 3 packages I mean a “bronze”, “silver” and “gold” package. I’m also including gutter and power washing as well.
“Get around” was poor phrasing. Was curious what your experience is the more marketable idea? An A la carte concept or several packages to choose from? I want to make it easy for the customer. I like the package service concept, but I don’t want to underprice myself before I even get work.
My goal is to be as professional as possible starting out. Lots of big ideas, though!
You have to be sold on what you offer to the point where you are convinced that all options are good options. Don’t downplay any of your value, always overdeliver. Don’t say things like “Nobody ever purchases that package.” Or “Nobody bundles all the options.” Nobody to me is one person, every one has different needs and it is up to you, the salesperson and problem solver to determine if the customer is on the correct service. Instead say “This is a commonly bought package.” Or “This is one of the best services we offer.” Or my favorite one when a customer objects as a reactionary defense response “Hey I understand that is might not be for you. All of our best customers once said that.”
Offer options and lots of them. You do exterior window cleaning, exterior and interior window cleaning, maybe a works package with all of the above with tracks, sills and screens. Maybe you offer it with gutter cleaning or power washing or both. Maybe you do just exterior cleaning with power washing and gutter cleaning. Also is it a yearly package you are offering? Bi yearly? Quarterly? Monthly? Hey, someone on this forum made weekly cleaning work, that’s like finding a unicorn right there but he made it work.
Point is, you can offer anything. But don’t make choices limited, imagine if you only had two choices and they said no to both of them. Now what? You lose the sale. Offer many services and many different schedules for them to go on. Instead of them saying no, they will start saying “Hey honey, which one do you think we should go for?” BAM! Sale! Income! Fireworks and celebrations! 
Also if they commit to 2 or more cleanings a year, I offer a discount on service. Sometimes people do want a deal which in this case wouldn’t lower value since you are likely just trying to get them to sign up. Lower value in this case means no sale. So any value is better than what they had before. However, don’t discount just having them get one service. Instead upsell the other services. I promise you will have an interaction like this:
" 399 dollars? That’s way too much!"
If you only had a few options you would be toast. Instead first find their dominant buying motive or what caused them to act in the first place. You can ask this at any time if it’s not immediately known, ask. “What made you agree to meet with me today? Why did you decide to look for a window cleaner in the first place? Why me? Why now? Why not a year ago? 5 years ago?” Usually they will have a motive revealed to you like “Oh we have guests coming over in a few weeks.” Or “We are trying to sell the house.” Or “We are sick of seeing dirt and are willing to do what it takes to get rid of it.”
If you feel they do not need much value state “Let me ask you something. Would you consider moving down a package if it meant you saved 200 dollars?” They will ask what it is and say you offered a mid tier package, you would offer a lower package at that point.
If they are concerned with value, repeat this to them “Would you consider moving up a package if it meant you got everything you absolutely wanted.” Then offer an upper level package for more.
Now you are asking what I just did here. Let me explain. You are seeing if the customer is on the correct service. You will know they are if they say “No! This is what we want.” They aren’t getting angry, they are just really sure. If you think they are angry, send them my way and I will sell them something. Just kidding. 
But also the next offer will now make them decide what product to choose rather than if they even wanted to buy from you in the first place and then you might hear the couple go back and forth about the product rather than saying should we get anything at all. Your next offer will also make our previous offer look reasonable whether or not you moved up or down a package.
Options help, you become a person of service to the customer, not just a regular salesperson pawning off service. You are there to help them with their problem, and you have MANY solutions. Hope this makes sense.
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Jacob- Wow! Thanks so much for that! That was the gold I was digging for- it makes perfect sense!
Going to read and re-read- lot of great info. Problem solver vs pawn broker- changes the whole perspective!
Thanks again!
Glad to help.
However, I should always start with this conversation but I felt your question needed to be answered first.
The other thing I want to make very clear, you also need agreement in every transaction. Agreement is a two way street, the deal has to be good for the customer and for you. If it’s good for you but not the customer or if it’s good for the customer but not for you, there’s no deal. Agreement doesn’t mean saying someone is correct necessarily. Agreement just allows you to push past many objections especially if you have no confidence with closing people or just don’t know how. If I see you wearing a blue shirt and you say it’s purple, I’m not going to argue with you. Being combative and trying to be right, will destroy many deals. Instead I may say something like “Of course! I knew that, I was just testing you!” Or “Makes sense to me!” Or “Hey I’m with you!” Or “I understand sir.” Or “You’re the boss.” Or “Absolutely!” Or “Excellent!” Or “Super!”
What this does is allow new creative ways to open dialogue and make it so you can to back to the purpose of why you are here. It also shifts perspective so you are on their side. You never want to be against your customer, you are always with them. No power struggles ever are wanted by either party.
Sometimes I’m a wise guy and I might quip some humor like “Hey I knew that before I got here.” Or my favorite “Hey don’t make me like you!” If you make humor it’s used to remind people we are human and also life is meant to be enjoyed. Never joke about the customer.
Always agree! It’s not a case of right or wrong answers. Try this challenge, try agreeing with everyone you meet for the next 24 hours. You can’t disagree for the whole challenge. Bet you can’t do it. I failed in the first 15 minutes my first time because my girlfriend asked me to do something reasonably easy. I said “Why are you making me…?” And I cut myself off instead saying “Sure no problem! I’ll do it right now.” Even though I lost the challenge I realized immediately if that was a customer, I would have just blown my deal. To this day, I still cannot complete that challenge.
First agree and all closes start with agreement. Learn this and you will have the rest down the road. But here is a simple trial close (not a heavy hitting end close) you can use right now. Make sure you find their dominant buying motive first before you use it, and you wouldn’t just lose once, you would close multiple times. Make sure they are in the conversation with you and trying not to leave it. Also use this with a tone of voice that shows concern but use a negative statement.
“Hey I’m with you! (insert motive here but I will make one up for the example) So that’s means you didn’t want to impress your visitors in a few weeks or am I mistaken?”
Here’s an actual close I use when figures are presented. It’s a money objection and it acts on the dominant buying motive. They will say, it’s too much money or something to that effect.
“I understand this is over you budget. But this isn’t the first time you have been over budget and it definitely won’t be the last. (Insert dominant buying motive in here but again I will use one for the example.) I know you guys wanted to impress your visitors in a few weeks. You deserve to! Let’s get this out of the way so it doesn’t take up any more of your time, so you can start focusing your time on more important things, like what you are going to do for plans when your visitors come and see your nice clean windows.”
That’s a killer close I customized right there. But you can see how agreement pushed me past the objection. Master agreement and you will master life.
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I can hear the excitement! It’s infectious!! Appreciate your wisdom Sensei. Do you do seminars?
I absolutely love what I do! However passion without wisdom or a lack of wisdom is not enough alone I’m afraid. I would love to speak publicly and n seminars but I’m not there yet at the moment. I do not have enough experience to draw on to make it worth while.
However people often see me as an authority figure in my local community which is surprising to me because I am actually a novice at this still. I just been practicing sales for less than a year and I noticed that things go the way you want them to when you learn these skills.
In agreement you never want to win an argument and lose a deal. You want to lose the argument by agreeing so you can win the deal. After all that’s what you came to do but most people forget that.
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Have another question that’s been on my mind…window screens. In PA they’re all over. I’m good with cleaning, bought an IPC Eagle. But, what if customers ask to have their screens repaired? Is that something that most window cleaners farm out or do the work on site? I’m not really interested in repair- it looks labor intensive and I’m not sure if it becomes a worthwile add on. I’ve seen my share of ripped screeens, just anticipating this to be an issue.
Thanks!
I absolutely agree with your response @Jacob.
The problem with offering varying degrees of services is that, if you are a true professional, you will know what service the customer needs and offer nothing less! You know what needs to be done to get the job right, and offer no other option. Otherwise, you can’t take pride in your work, and your client will not be happy with the result. That is unacceptable. Know what you need to do, know what will make the client happy and offer that service without compromise.
Upselling, or selling add-on services is a different thing altogether. If you are offering window cleaning, there are very little options beyond inside or outside and frequency.
Some add-ons could be track cleaning, screen cleaning, frame cleaning, pressure washing, gutter cleaning, etc.
You can offer those (or more) services and even give a discount for each add-on.
But, your core service (window cleaning) shouldn’t have grades. It’s either done right or not at all.