As the saying goes “An objection is not a rejection. It is simply a request for more information.”

In any business, rebuttals and objections are common. However, not everyone is good enough at handling it. While understanding and knowing the service that you give in-depth is beneficial, discovering the reason for any customer objection will help you in establishing a sense of trust and conviction towards your customer or client.

In doing sales, business owners must know how to handle rebuttals in addressing customer complaints or issues. Sometimes, the clients will also think that they know what is best for them and refuse to be persuaded. This is also an opportunity for business owners to showcase their edge over their competitors.

In this episode of the Profit Cleaners, Brandon Schoen and Brandon Condrey will discuss how one can deal with rebuttals and objections while still closing deals and gaining new clients.

Listen to this podcast now and become more aware of handling rebuttals and objections in gaining new clients!

Highlights:

  • Building your Company Value
  • Taking opportunities to list competitor issues
  • The significance of highlighting your company’s strengths
  • Pushing Up the Positives: The importance of explaining the value of one’s cleaning company towards customers
  • Explaining the process on your customers and admitting how your company is still growing
  • Importance of acknowledging your goal
  • The relevance of being upfront with the customer in managing their expectations
  • Handling customers who are insisting
  • Being clear with the goal of giving clients their free time
  • How do you gain your customers’ trust in your cleaners?
  • The advantage of having insurance in the business

Resources:

To learn more about our incredible course head over to https://profitcleaners.com/courses
Check out our Facebook group https://m.facebook.com/profitcleaners/
And our Youtube Channel https://m.youtube.com/channel/UCjlgEpqKAzi9KeiGyXbv43Q

Episode 48: How to Handle Rebuttals and Overcome Objections While Selling Cleaning Services

Brandon Condrey:
The goal is not to outdo you. We're not trying to compete. We set up before. But like, we're going back to the list of details that you probably don't do with regularity. And also our goal is to free up your time so that you can go live your life, doing something else. Other than telling me that you're better at cleaning toilets than we are.

Announcer:
Grow your cleaning business, make more money, have more time. This is the Profit Cleaners podcast with your host Brandon Condrey and Brandon Schoen.

Brandon Schoen:
Welcome back everyone to another episode of the Profit Cleaners today, we're gonna be talking about objections and rebuttals with beers. Today's episode is sponsored by this lovely threat level turquoise.

Brandon Condrey:
Threat level turquoise.

Brandon Schoen:
Is a local brewery here in Albuquerque and we're supporting local business. Oh, there you go. So we're going to talk about objections and rebuttals and then how you handle those. And we have Brandon Schoen, Brandon Condrey and our sales ninja operator of development Matt Robbins.

Matt Robbins:
That's so good. It is a very long business card. It's like folded.

Brandon Schoen:
So we're going to be talking about what we do to handle those objections. You're going to have people that are going to come at you with questions and things that are going to throw you off when you're trying to sell them your cleaning services. And so this is what you say, and this is how you overcome those objections and close the sale. So you get way more customers.

Brandon Condrey:
So, all right guys, here's the thing, right? So these are objections or questions you might hear and we've split it up into a couple of categories. So we've got questions related to costs, equipment, the process itself, and then trust. So we're literally just going to go down this list and spitball you some ideas, some of these we've covered a little bit of other videos and snippets, but we'll just do that friendly over here. So my neighbor has his house cleaning for 50 bucks. Why is this so expensive? So we covered that in the other one, you built the value during the estimate process explaining why your company is so kick ass. It's three team members and efficiencies and all that. We've got some other little points on here, reliability. We use our own cars. I highly recommend that you use your own cars and you're counteracting the housekeeper who's driving their 40 year old car. These are fleet maintained vehicles. We will show up on time consistency. We have a bonus program. We have a training program that we constantly do. And insurance, your neighbor's house cleaner for 50 bucks Stephanie doesn't have insurance. If she burns your house down, that's on your homeowners insurance. So good luck. Thoughts. I think we got that one. Yeah, we covered that one a couple of times in the other video too. Yeah. I need to talk it over with my spouse. How do you answer that one?

Matt Robbins:
I'll get over to your spouse. I think that's expected. I think there rarely will you have a single decision-maker in a household. And so I don't have a problem with that one necessarily. That's one of those where you say, absolutely talk it over with them. This is a big decision. You're gonna have strangers in your home. And there's a certain comfort level that you need to make sure everybody's on board with and okay with that. And I don't know how to certainly have a rebuttal for that.

Brandon Condrey:
That's one of those necessarily have to rebut it. Sure. So a couple of data points you could add. Okay, that's fine. You can talk it over the estimate. I emailed you has a link where you can accept it online at any time. So talk after work tonight, click it tonight. That's fine. We'll call you tomorrow to get it scheduled. One of the other things we did, especially when we renew her, is that if I can get you to commit to the estimate by agreeing to the estimate online, by the end of the day, by the end of midnight tonight, we'll give you 50 bucks off the first clean or 50% off the first clean. Sometimes we were doing big time discounts to try and do these pushes. So if you're just needing to get someone in the door, if you've got the confidence in your product, that it kicks ass, then give them a deal on the first one. You're going to lose money on the first clean. But if they stick for you, then you're good. Like the average biweekly customer for us is bringing in about $3,700, I think a year. So if you lost a hundred bucks on the first clean, but that Bayview at $3,700 for the rest of the year, that's a no brainer.

Brandon Schoen:
Yeah, absolutely.

Matt Robbins:
Another one. Another thing to note about those is that's a good note to make, to follow up with. So hey, when you send your, your follow-up text or email, did you check with your spouse? What's the verdict? Are you ready to claim your weekend? You're ready to sign up. It's something to throw in to just to show that you were listening, that you were paying attention, that you heard them, which is key when you're selling to somebody, you want to make sure that that person feels heard. So if you make a note of it, checking with spouse, then when you follow up, Hey, did you guys talk it over? What do you think? And then that makes them feel.

Brandon Condrey:
Yeah, no great point.

Brandon Schoen:
All marketing and sales, specifically sales psychology. You want to give people a call to action. And if you can add some scarcity, the urgency to it, it just makes people like want to make that decision so much faster instead of just, yeah. Let us know, like get back to us whenever we're probably not going to have a reason to make that conversation happen with their spouse. So say you do it in a limited amount of time. You'll get a benefit and here's your call to action. Do it now and do it in this timeframe. And people convert better that way because it's human psychology.

Brandon Condrey:
Right? Okay. I'm just shopping around right now. I'll get back to you. That's kind of the same thing, like where I need to talk with somebody else. That's fine. If they're going to say that, like right off the bat, I'm going to call these other companies right away. I will usually take that opportunity to rattle off some dirt about the other competition. So when you're in the business, even a short amount of time, you will start to hear stuff from your customers about how X, Y, Z company is terrible. Cause they did that. So sometimes I'll say, okay, cool. Who else have you talked to? And if they will tell me, I talked to this company and this company, this company, okay, great company is a big franchise. They pay their people minimum wage. Their turnover is really high, right? So just so you know, I'm not pressuring you. I'm just letting you know, okay. This other company that's local that also does environmentally friendly stuff. They make their people drive their own cars. They're going to show up when they can, depending on the situation of those cars, we can cite specific examples of XYZ. So like our competition in town had an employee's car gets stolen and the way their insurance was set up, it didn't cover the cost of that employee's car. So sorry for working for us employee, go get yourself a new car. Cause it's crucial to your job because you drive it your own car. So take that opportunity to list the problems with the competition. And I have had people during that little thing saying, I'm shopping around like, okay, well just a heads up that blank, blank, blank is going to do this. Like, all right, good point. We'll just go with you, Marty, feeling comfortable. If you on the call, like let's just do it. So that's a good way to get around that.

Matt Robbins:
And it can add to that. I tend to try to point out our strengths more than our competition's weaknesses. So it's doing the same thing, but instead of bad mouthing the competition, you're talking about how we're different than them. So the end result is the same, but it comes off more in a positive manner. And my experience has proven to be a little bit more people are more receptive to that.

Brandon Condrey:
Yeah, that's totally fine. So like we pointed out all our positives during the estimate. So like, this is just me like bringing this in here at the end of the tenant, depending on what they say, whatever it may be. Okay. Next one. Why don't you just charge by the hour? My house isn't that dirty?

Matt Robbins:
So this is a good one. I mean, we have this one, this does come up pretty regularly where people are, it's just me and my wife and we keep a clean house and we don't really need deep cleaning every time. So yeah, the lesser price. So this is an interesting one. This is one where this could be a red flag where you realize this customer is not necessarily, they're not seeking out the service you provide. And so you maybe just say, thank you very much and have a nice day. Or you can explain, we understand that your house might be clean, but our folks are going to come in and they're going to clean that place top to bottom. It is going to be sparkling. It's going to be ready for parties. It's going to be ready for, you know, all your family to come over and obviously post pandemic, things like that. That's a tricky one and it's a tough one to overcome, but really explaining that the value is having us come out, having us clean top to bottom. Yeah. And really do an efficient job of cleaning just because something looks clean doesn't necessarily mean, right. It's clean.

Brandon Condrey:
I mean, another way to phrase that is like, we keep a clean house, right. But we do this detail oriented, clean that you are not going to do. So when we come out, we do high dusting on tops of your kitchen cabinet and around your window frames and in the corners of the room, we do the ceiling fans. So we do the baseboards. We're going to vacuum under your couch. Like I don't care how clean your house is. You're prevalent not vacuuming under your couch. So that's why there's socks and kids' toys and stuff under there. So you can just, when they object to the hour thing, just point out that like, look, I get that. You're a great house cleaner, but we're going to do things that you never do. And so that's just another way to push out the positives. Like this is what we do instead. Right.

Brandon Schoen:
I'm just going to say there's some line that you were using a lot. Maybe you still use it in that where you say it can be as little as right. If they just want a low, hourly rate or is that different?

Brandon Condrey:
That's more like, that's more of the person that calls the office and says, Hey, I just wonder what the pricing right now. I want to schedule an estimate with Matt. I don't know the pricing. Yeah. Okay. We'll find it could be as little as $90, but you have to schedule a meeting with Matt to get the details. $90 as if you're getting a thousand square foot cleaned every week. That's the lowest price point we offer on a service. Right. So realistically, it's not going to be that. But the point is they got on the phone with Matt and he went through the bullets and they're like, okay, I totally understand why it's 175. So that doesn't necessarily apply in the hour thing. Right? We do have customers. We're going to clean. Like, let's say they have a Caseta, they have an outbuilding on the same property, but we're going to clean this one. Irregularly. We clean this house every two weeks for those customers. We'll usually make them a break. We're like, okay, we'll clean that thing for 90 bucks an hour on top of whatever this is. So we're already there. So we'll clean that for, if it takes us 45 minutes, we charged you 70 bucks, whatever it is. Yeah. So we'll bend those a little bit. If they're existing, good customers.

Brandon Schoen:
Sometimes when people want you to just clean a bathroom or just a kitchen, like you kind of want to explain to them that you're not going to get the full effect of like what we're trying to deliver here. Like you're gonna not feel the full experience so we can do that. But we really want to charge in the minimum.

Brandon Condrey:
The minimum is a thousand square feet. You want us to clean your kitchen and two bathrooms. That's 200 square feet total. Well, you're paying for a thousand. So if you're paying for a thousand, let us just do the rest of it we are already in the house.

Matt Robbins:
And I use that a lot, I'll explain to people, look, we will happily come clean your kitchen and bathrooms, but it's going to be the same price. If we clean your living room and your bedrooms, or it's going to be $18 more to do the entire house, like you're not saving. They think they're going to, it's going to be half price. Yeah, no, because the bulk of the cost is getting our crew three people in a company car with all of our equipment to the door. And then whether it's an extra thousand square feet or not that expensive.

Brandon Condrey:
No, there's an economies of scale built in here. Okay. We pay three people, 12 bucks an hour. So we're paying $36 an hour to move his car around town. That's not including gas and insurance costs. So just by us getting to the board, that's the minimum. That's why we're charging you $115 to ring the doorbell. And then what you do with it after that is up to you. So that's why I explained to them. I love those people because you'd go through the estimate like, oh yeah, we could totally do the kitchens and bathrooms. That's like 500 square feet. It's 115 bucks. Your whole house though for only $18 more. And like Matt said, we can do everything. So normally they're like, well, I mean, if you're going to be here and then they get the full experience and then they sign up for recurring. And then everybody says, okay, this is very unique to us. We are an environmentally friendly cleaning company. You may not be, but we get pushback sometimes where someone says environmentally friendly cleaners don't work as well. So our general sort of go-to is like, look, our reviews, speak for themselves. There, we have a five-star rating, blah, blah, blah, go read them. But you can also take the time to explain more about chemical itself if you want. And again, that's unique to whatever you're using, but they do work. Most of us just elbow grease. It's just that we're swapping out super stinky bleach for nice smelling hydrogen peroxide with some citrus oil. Someone still has to scrub it. That's the way. Well, they get my fans. They're really high up. Yes. We'll get your fans. We have extension dusters. So the handles that we use extend to it's gotta be 10 feet and the thing on top of it. And then if you picture a five foot tall person, 18 inch tall stepladder, like we can get 20 feet in the air reliably. Now we have a couple customers where I'm like, we are not going to be able to get that fan. That one is way up there. So that's again where we would refer them to someone else. But we've got Joe handyman who has a 25 foot A-frame ladder. He'll do it for this much. And you want to do it twice a year. So do you bring her on supplies again? Independent of your company, but for us, yeah. We bring everything. Part of the value that we build is that you don't have to provide us anything. We're bringing fresh rags, fresh chemicals, all of it's new just for your house.


Brandon Schoen:
Hey guys, so the question is how can Profit Cleaners help you? First of all, click like, and subscribe, hit that bell button. If you want to get more of these videos, if we're changing your life, if Matt and Brandon here, we're all giving you insight more value. Maybe you've changed a mindset or some perspective to help you grow your business. You want to get more of this content. So click like click subscribe a little bell button. I don't know what's on there somewhere and click it and you'll get stuff every day when we do these updates. Secondly, click the link in the description because we're going to have a link for the course. So if you like this video and you kind of like what we're talking about here, you can get more of these kind of videos to help you grow your business, getting more customers, getting more sales strategies, getting all these techniques and strategies to help grow your business. So click the link in the description, check out the 10X marketing bootcamp. And we'll see you guys on the other side, keep it clean.

Brandon Condrey:
Keep it clean.


Brandon Condrey:
Okay. More on the process stuff. So is it the same team every time? We do our best, like we're a growing company. So anytime we add a team, people get shuffled around. But for the most part, it's going to be the same team that comes out every time. I'll usually put a caveat in there that says, if you are normally at Wednesdays at 12 and you had to reschedule to Thursdays at two, for one week for a holiday or something, that's probably going to be a different team. But if you stick with your time slot and you don't move. Yeah, it's probably the same.

Matt Robbins:
Usually what I'll say is our goal. Our goal is to have the same team out there month after month or every two weeks or whatever, barring any illness or vacation time or things like that. So that way they know that there's a possibility that someone new will be in the mix, but we're trying to get you the same group of people every time.

Brandon Condrey:
The other caveat too, is that if someone is sick, they're still going to get three people. We just have a floater that fills in. So it's just someone who dropped in. So two out of the three are the same, right? This other one's just as well. They show us that they bounce between teams to cover empty and time slips. Right? Yeah.

Brandon Schoen:
You'd be surprised how many like negative complaints or reviews we have specifically just on that one. We don't have a lot, but I'm just saying when they do come in, it's usually a couple of things And it's, Hey, there was another random person on my team today because people really expect their team to be there. And this is funny because in a lot of other companies, they don't do this at all. It wasn't even an attempt, not even an attempt and it's always different people. So we really tried to have the same team coming to the houses. But if it's off one day, people would get really upset about it. So you got to manage those expectations upfront, like Matt was saying exactly. Just tell them what to expect, right?

Brandon Condrey:
Can you do this insert special request here? Can you take my China out of a touch? Rub all of them with the special rag? No, let me say it a little bit better than that. So the thing that we try to push people towards, like we have a niche that we cover very, very well. That's the detail oriented checklist. It's the same thing. Every time that frees up your time to do those things, but they're insistent. Yes. We've got someone so who can come out to help you do XYZ. A good example that comes up with regularity is that people want us to put oil or furniture polish on some piece of wood, natural wood. I don't want to do that because I don't want to break your super expensive table or whatever, because we use the wrong thing. So there's actually a guy in town. It's a franchise. Maybe you have this in your town, but it's called the furniture medic. And that's what he does. And he replaces repairs oils. They maintain wood furniture. So if it is that special project, yeah, I've got a person I can refer to you. That'll help you do that.

Matt Robbins:
Right. I think that's the key is if they asked for that special request that you can't do give them a solution to their problems. So, no, we don't do laundry, but we've got this great company that we work with called cleaners. And they'll come to your house and pick up your laundry and do it all and bring it back to your house. And they're amazing to work with. Do you want their number, those types of things, carpet, cleaning the windows, all those things that we get requests for all the time. We don't do that. But yes, let me put you in touch with the guys that we would recommend.

Brandon Condrey:
Yeah. You want them to leave happy. Like even though I didn't end up cleaning your carpets or whatever, you have a positive experience with me because I got you, the guy who's going to do it. So fricking good. The next time you want a house clean. You're like, I remember those guys. They helped me out with your thing. So I'm going to call them up. This is one of my favorites. When people say this, I can do it better myself. Well then why didn't you call us in the first place for starters, that's a little weird. But so the answer there I think is like, look, the goal is not to outdo you. We're not trying to compete. We set up before. But like, we're going back to the list of details that you probably don't do with regularity. And also our goal is to free up your time so that you can go live your life, doing something else. Other than telling me that you're better at cleaning toilets than we are.

Brandon Schoen:
Yeah. I think this is like, people's ego even getting in the way. They're like, like I've heard a lot of people say, Mike, my wife does that. She will never let me give that job away. She wants to feel like that's my house. And I do these things in the house, right? Yeah. So you got to go.

Matt Robbins:
And it is. Yeah, sure. Maybe you can do it better yourself, but is that everyone right?

Brandon Schoen:
How much is your time worth?

Matt Robbins:
Right. It's exactly the point that I try to make to people is like, let's all reason you're calling us to free up your time. Yeah. Maybe you can do it better, maybe can't. But is that how you want to spend your time on the weekend? Or do you want to be out with your kids playing in the backyard? Yeah, exactly.

Brandon Condrey:
Three people's too much. I just want one person. I mean, I guess, but like the answer there is like, look, we've got this very detailed choreographed checklists that they go through in three people is the most efficient way to accomplish it. And then you can touch on the things that you already covered in the estimate. One person does the kitchen. One does bathrooms. One does dusting. As a team, they all work on the floors. So that's just another way to reinforce what we're doing and why it's different than having one person. Also, this became way more important during the pandemic lockdown work from home thing, which was one person in your house. If everybody was at school and at work, they could be there for six hours. And you wouldn't know, but if you are working from home and somebody is there for six hours in your space, vacuuming, making noise, opening doors, taking trash out, that's a big chunk of your day. Like we're in there 90 minutes, two hours, three, depending on the size of your house, but we're in and out. So you guys can all go about your zoom life on meetings.

Matt Robbins:
And I think that's my biggest rebuttal with people. When they say something like not so much, I don't know that I've actually heard someone say, well, I only need one. Why are you bringing three? But it is the man I've only got a 1200 square foot apartment. Why are you bringing three people? And I want to say, but just we operate one and two that allows them to get in and out of your place in an hour and a half, you don't have to plan your day around house cleaning. Yeah. Everyone's always like, oh yeah, they're not going to be here all day. That's kind of handy. You can go make a target run. And by the time you get back, yeah, yeah.

Brandon Schoen:
It was again saving people's time. And I think in the beginning we actually had, one of our competitors changed their business model. They went from a multi-person team to a one-person team because they were trying to save on costs. And you guys might be thinking, oh, maybe we can be more efficient this way while it's the exact opposite. And a lot of customers come over to us because they're like, you're in my house for six hours a day now. And there's like some guy with the neck tech who showed up to show up the one person, no offense to people with neck tattoos. But that's the problem is people in and out. And a lot of times when we're on our way, people want to be like, when you're on your way, I'm going to head out. We're shopping for an hour and come back and they want that.

Brandon Condrey:
Sorry. Yeah. We've covered this a couple times, but can you do laundry and dishes? No, but whenever he does laundry, do your own dishes. Yeah. We cleaned all the rest of this stuff. So you have time to do your dishes. Now that type of thing, that just goes back to the special request thing. Like we can find you someone to do it. If you're insistent on dishes, then what you really need is like, you need an employee plea of your family and that's not us. So that's okay. No hard feelings we'll see you later. Sure.

Brandon Schoen:
No. And the reason why, if you come, the reason why we don't wash your dishes is cause we could break some stuff that maybe it's your famous China from your aunt and uncle or something. And then also if we wash your clothes and do that,

Brandon Condrey:
We're going to shrink your sweater.

Brandon Schoen:
We're going to mess up your really expensive thing.

Brandon Condrey:
And give him the reason why he's a great point. Yeah. Why are we doing it this way? Because we don't have time to be replacing one-off ceramic plates all the time. So sorry. We're all about speed. And we don't want to break all of them. You hire the same people as everyone else in town. No, we pay 150% of market rate for house cleaners. And so when we post a job posting, we get 150 applicants and we're able to get the cream of the crop. So you get people that have 10 years of experience and locally, this may be different depending on your region. But we've had people that were working minimum wage at a competitor's franchise. They were there for four years. And when they left, they were making 50 cents more than when they started four years before. And our starting wage is like $2 an hour more than what they were making there. So you want to catch it as a company culture thing that we treat our employees, well, people want in the door. It's a bit weird right now with the pandemic and unemployment. But there was a point in time when we said we were going to hire our existing employees would just go tell their personal network of friends. And we have eight people the next morning and we didn't even post a job posting. So take that for what it's worth. But we definitely agree. We feel that you should be paying people above everyone else to make yourself stand out. Do they speak English? Our goal is to have an English speaker on every team. We do our best to make that happen. But all communication relevant to your cleaning should be going through the office anyways. So like if you're making a change to your cleaning, like, I don't want you to clean my office anymore. You need to tell the office anyway, cause we have to update the software. If it's a one-off thing, like, Hey, today, my kids in that room doing a painting, you can tell them that when they walk in the door, but if you're having trouble, you are always welcome to go through the office and then we will cover the communication and translation for you.

Brandon Schoen:
Exactly. And that's actually a policy just now with talking about another video, how people will sometimes try to circumvent the go right with the team. Even though they ask the sales guy or the office staff, can you do this and move my furniture and clean all my plates? Well, they'll also ask teams. And so you have to, our policy is anytime the customer asks for difference, they have the team have to ask us and everything go to the office. So it's always going through the office, you have that line of communication and it helps solve those problems as well.

Brandon Condrey:
Right. And you work on the weekend. I mean, that's a, multi-fold sort of question. It's easier for us to clean your house when you're not there. This was be pandemic when everyone's at work, but then we'll go back to that. And then,

Matt Robbins:
What I, Oh, go ahead. No, don't keep it. I was going to say I get that a lot because people love the idea of having us come on Saturday or Sunday. And I explained that we really strive for a good solid work-life balance at Sandia Green Clean. That's exactly what you want are folks working Monday through Friday, just like you, the happier they are, the home with their kids on the weekend and the happier they are, the better job they're going to do Monday to Friday, cleaning your home. And it's a, win-win everybody's happier. Everybody gets a better quality service. They've got some time away from the office and they know that those two days a week, they're not going to happen. Then it goes along with the pay, the happier we can make them the better job they're going to do for you. Right? Sure, exactly.

Brandon Condrey:
What should I do with my pet when you come clean? Okay. Well, depending on the pet, like if it's a dog outside in the backyard, it's great. Just to caveat, we can't be held responsible for letting them in or out. The deal with that is that if it's a hot summer day and we let them out and they didn't have water out there and we forgot to let them back in, I don't want to be on the hook as a company for having baked your dog in the backyard. You're welcome to crate the dog were happy to go around barking animals. That's fine. Cats are usually easier. They tend to go run and hide under a bed. As soon as we walk in the door in general, you want to just also relate to them that you want to be able to tell them that we know that you have a pet. When we made a note in your customer account that you have a pet and we'll make sure that the team is not leaving the door wide open, which is not part of our process. All right. On the trust side of things, how can I trust your cleaners? We run background checks on employees. We've never had an incident of theft. We have a zero tolerance policy for theft. If that ever happens, we will cooperate with lease. That's just them being nervous about it. That's almost like a, I'm really close to saying yes, but I'm worried about this past experience I had. So here's how you do it.

Matt Robbins:
Right? I'll always have the insurance policy. We've got a huge general liability insurance policy that not only covers any damage or breakage, but worst case scenario covers anything that might disappear from your home. Always throw that out. Worst case scenario. Yeah, because that's not what you can expect from us.

Brandon Condrey:
We're not going to be filing an insurance claim every time we come back. That's not the idea, right? Insurance is a running theme on the trust side of things. Cause people are paranoid about stuff. So we're trying to get you if the worst case scenario happens, you're covered and we'll do our best. You know what I mean? So like that's all it is. So I won't give you a key to my house. This is less of an issue as we get further on in modern times with coded locks and people are letting people in with Bluetooth enabled garage doors and things like that. But if you can't trust our cleaners in your house with all of your things, why won't you trust us with a key? And then you back that up with the process, we engrave it. There's nothing on your key that has your name or address. So if it's lost, it's just a key that says 237 in the event that we do lose your key. We will happily pay for a locksmith to come out. And re-key everything. That's only happened once for us in four years. And then otherwise, when it's not out in the field, it's in a safe, inside of a locked office inside of an alarmed building. And it only comes out on the day that you get it clean. Right. That's just the process.

Brandon Schoen:
Yeah. And Honestly, it's a little bit of a red flag. If people don't trust you at all and don't want to give you the key, it's like mail on. Maybe we're not for you. So Yeah.

Brandon Condrey:
Yeah. Well, let's see, we covered some of that stuff. I'm worried about strangers in my house, same thing. We background check the employees, zero tolerance policy. You pay a living wage. We're able to get the cream of the crop. So like if we've got someone who's been in cleaning for 10 years, they're not trying to get this job for three days to come in and rob your place.

Matt Robbins:
Well, that goes back to having the same crew. You're going to have strangers in your house. At least you got the same strangers every time. Right? And that's what I tell people. I'm not strangers. That's a good point. You were exactly. They get familiar with you. You get familiar with them, start talking about your kids and whatnot.

Brandon Schoen:
We also incorporate like, we know exactly who's doing what in the house, right. Based on the job notes. So if something happened to disappear in this part of the house, well we know, oh, this person was doing the dusting in that part of the house based on the job notes. So you can assure them that we know exactly who's in the house and who's in each duty of the house every time. It's just another thing that peace of mind. Okay. So we will figure it out.

Brandon Condrey:
And so you will get people to ask you if you're insured, you should be insured. And the answer to that is like, of course we have liability and missing items, insurance workers' comp, and sometimes you will get the occasional customer. Who's like, I want proof of insurance. And every insurance carrier on earth has a department that is dedicated to just this. And you send them a message that says, well, I need a certificate of insurance for Joe Smith down the street. They'll ask for his contact info. And the literally produce a document says, Hey, Joe, your house at this address is insured for a million dollars. And then that usually puts that to rest. Yep. So I think that covers like most of the common objections that we've seen. And if you come up with any others, certainly let us know. We're happy to cover some holes, but those are the categories that you end up seeing over and over and over again. And we'll see you in the next video. Yeah.

Brandon Schoen:
Keep it clean guys. Take care.

Announcer:
Thanks for joining us today. To get more info, including show notes, updates, trainings, and super cool free stuff. Head over to Profitcleaners.com and remember keep it clean.

Search any term inside the video of the podcast to find that part of the show