Cleaning Method Objections

[Infamousdave]

I was going to start this post last week but I never did, now it has already happened to me!

Had a customer (not a close friend but an aquaintance) cancel my estimate today. She called me a couple of days ago and was all gung-ho to have me clean her carpets but today about 30 minutes before I was going to go measure and quote her house she calls me and asks me if I use "one of those big truck thingys" I happily said "no, I don't use that perticular method of cleaning". She says, "well, then my husband doesn't want you to come and clean our carpets". I politely asked her if she knew the reason and she claimed she did not and was blaming it on the husband. I politely told her the benefits of the low moisture method but in the end had to tell her I was sorry I couldn't help her.

How often do you guys who use low moisture methods come across customers who object to your method? I have actually been surprised so far that no one even has questioned the method but all have loved the results so far. Will this be an ongoing issue or are the objecters few and far between?

• 

[Gavin]

I think it will depend on 3 things:

1: how much the HWE guys have put out negative advertising about LM
2: how many LM guys have done shotty work in your area.
3: combination of 1 and 2 but online.

It was an ongoing issue here until I got a porty.  now it is quite rare that someone needs it to be attached to the truck, but every now and then...

[Derek]

Dave it is a 2 way street...dont sweat it.

i dont even target resi work, yet in 8 years of doing VLM, out of the perhaps 200 homes i have done, i estimate maybe 10? of those new clients hired me because i was not using HWE. they had a bad experience with a hack who left it too wet / wickbacks. so out of those 10 ppl, you know at least several told a HWE cleaner the same thing your prospect told you Dave, "do you use the method with the hoses and wand? ahhh ok, sorry to waste your time *CLICK*"

no biggie. the only way you will never hear that again, is to offer both cleaning systems.

i'm perfectly happy offering 1 system , because it pays the bills and provides for my family nicely, with no down-time   

[Infamousdave]

I think it will depend on 3 things:

1: how much the HWE guys have put out negative advertising about LM
2: how many LM guys have done shotty work in your area.
3: combination of 1 and 2 but online.

It was an ongoing issue here until I got a porty.  now it is quite rare that someone needs it to be attached to the truck, but every now and then...

I honestly don't think there is any negative advertising about LM. There is not much carpet cleaning advertising period in my little town. I also don't think there have been any LM guys working in my area before. We live in a small suburb about 50 miles from the nearest downtown metropolitan area and the only advertising about carpet cleaning you will see comes from the big franchise guys who are in a lot of cases too far away to service our area. The local guys around here don't seem to advertise at all.

The funny part is, I'm not even sure if her husband knows what type of method I do use. I actually doubt he has ever heard of LM CC. I'm thinking he may think I use a portable steam machine and another truckmount steam guy has badmouthed porty users to him. This is all just speculation though on my part. I have e-mailed her and asked for an explanation, I will be interested to see if she respnds.

[Burtonblue75]

Most likely he has worked in the housing field .. Maybe prop managers, they all think TM is the only true way to clean blah .. Like said above it is rare that u will get that response as u did, he obviously has had experience with a crappy buffer guy in the past that hacked a job for him. Then probably got a TM guy to come out and believed in his extraction glory speech.
Best thing to do is put some door hangers on their neighbors houses and they will see u cleaning and then hear how amazing LM really is from the neighbors then maybe it will sink in for next go round.

[jeffvanburen]

People are afraid of what they don't understand, thats why I have the benfits listed on my website, reinforce that with testimonials or Angies List. If either are a option for you right now simply guarantee the work when your speaking to customers, never met anyone that would pass up "satisfaction guaranteed or its Free" thats what I did when I started with LM. Also bottom line is there will always be some that want a certain system used, thats how some people are wired and that won't change.

[John Geurkink]

Jeff is dead on, guaranteed you love it or it is free, never and I mean never had someone pass that up, nor complain or not love it after, so YOU can usually overcome that type of comment and do the job, I have left 2 jobs in 38 years for not being hwe... whoopie....lol

Dave, where you at in Minnesota?

[George Barnett]

Hear a lot of "I used to clean carpet" comments. It's the only method they know and understand. I usually offer to clean one room first and demonstrate LM method. They see and agree.

My latest cancellation was being beat out by a Groupon but suspect is was similar issue to yours because she kept saying "steam cleaning" after I explained LM.

Might I also say, ROLL TIDE ROLL!!!!

http://youtu.be/Nvyknw4VClE

[Infamousdave]

Might I also say, ROLL TIDE ROLL!!!!

http://youtu.be/Nvyknw4VClE

My favorite commercial!

[Infamousdave]

Dave, where you at in Minnesota?

Town is called Belle Plaine, South Metro of the Twin Cities right on Hwy 169. I think you are coming right through here on your trip.

[Andy Mc]

You'll come across it once inawhile Dave.  Most of the time they let you clean, but then question you about how it works or just look at you funny.     Then the one spot that didn't come out, they think it would have come out if you used a tm.   You have to know how to defend the system cause you'll need to once in awhile.     

[John Geurkink]

Yes I shoudl be coming through there Feb 7th

[Infamousdave]

No objections this week just happy customers! I did about 900 sq. ft for a very perticular older couple today and they were absolutely thrilled that I got out 3 spots that the last HWE guy did not get out despite trying on multiple occasions. Its safe to say that they are SOLD!