https://lh7-us.googleusercontent.com/I2gbO3bQ79K33v2HrH3JW6-tC7VZBuS311cRXNnrEijtTuwFhenRKCsoDUg0kT8OFoePvKVOpvjUM61mi5v90_zni2mDdffe5MYv-F6IqmyR9AlsgAmOG9JOpGrFS62LKKbe4ORzWruy0No9gzE53Q
Script - Reviews & Referrals
Why do we need to do touch points? Can’t we just wing it?
When our clients interact with our company, we want them to experience an amazing experience every single time! Part of building a company is giving the client a predictable experience each time. In order to do this we will use systems including what we say to our clients on every single site.
We do not want to sound robotic but these are the scripts Lead Technicians must follow. Lead Technicians interactions with clients are extremely important at the start with the “Client Greeting”, and at the end with the “Client Exit”
Client Greeting - Meet and Greet Client
“Hi Mrs. Jones, I just wanted to let you know we have 2 goals today. Our first goal is to do such a great job cleaning your home that you are thrilled with our work.
Our second goal is to gain your review & referrals. We’re a local business here in the community, and if we can get a positive online review and referral from you, it would mean the world to us to help us grow our company locally”
Proceed to go over scope of work, set proper expectations (under-promise over-deliver!), and firm up pricing if the job was phone quoted.
Client Exit - Closing Up the Job
“Hi Mrs. Jones we’re just wrapping up on your cleaning here.Would you like to take a walk around? We want to make sure we have exceeded your expectations today.”
“Thank you again so much for having us out today. It was a pleasure to clean your windows. I wanted to follow up on our 2 goals for today. Would you be able to do us that favor and leave us that positive review online? Our boss will even give us a bonus for every 5 star review, so it’s a great way to leave us a tip, and we would really appreciate it!”
“That is so great, thank you so much. What will happen next is you will be texted and emailed a link to leave us that review. It will only take 2 minutes or LESS of your time.Seriously, it’s super fast!”