Sales Funnel – The Mission Maids Training

1. Phone

The goal of this conversation is NOT to give them price, but to get an appointment for a walkthrough.

Hi, may I speak with _______________ please?

Hi, ___________________ this is Steven with The Mission Maids getting back to you about house cleaning service information you requested. How are you today?

How did you hear about us? (Where did the lead come from?) – DON’T ASK IF YOU KNOW!
How soon do you need your home cleaned?
Are you looking for a one time clean or on-going cleaning?
How are you cleaning your house now? (Service, DIY)
How long has it been since your last professional cleaning?
Are you the person that is hiring us or are you the person just gathering
the facts? (“Awesome, want to make sure that we aren’t missing someone
or need to do a 3-way call. I know your time is valuable.)
How many bedrooms are being used as bedrooms on a regular basis?
How many active (or in use) bathrooms do you have?
And what is the address of the home?
- IF YOU KNOW IT, just confirm the square footage after you look it up on Zillow
How many pets do you have?
On a scale of 1 to 10 (10 being immaculate or super clean and 1 being a slob) where on the scale do you find yourself now?
We like to set-up a time where we can meet and do a walkthrough and have you show me the priorities of your home so I can give you the most accurate price. How do you feel about that?
Pull up the schedule:
- https://calendly.com/the-mission-maids/walkthrough
Are you going to be around later this (afternoon, morning, evening)?
And to protect both of us I just wanted to let you know that I don’t have COVID nor have I been around anyone who is knowingly sick in the last 14
days. How about you?
Is this the best number to reach you in case I have an emergency and have to reschedule?
Is texting or calling you preferred?

Confirm the walkthrough appointment be polite and hang up. “Great, I’ll see you
at 2:00 pm. Again, my name is Angela Brown and I will be the one showing up to
meet you. Let me give you my phone number one more time, it is 123-45-6789”
(Note they have your phone if they called you. But your willingness to give it to
them makes them feel like you just reciprocated them giving you their
information.)

Be Confident. Sound Confident. Deliver Confidence.

Expect to get the Job.

Hi, may I speak with _______________ please?

Hi, ___________________ this is Steven with The Mission Maids getting back to you about house cleaning service information you requested. How are you today?

What were you looking for?

What is important to you?

Do you have kids? What are their names?

Do you have pets? What pets do you have? What are their names?

Ask if any hostile dogs, ask if they can be crated or stay secured in one part of the house while we’re there.

(Listen)

How soon are you looking for service?

NOTE: If they have an indoor pig or rabbits or any unusual pets: “Ok, the best we can do at this point is put you on our waitlist and let you know when we have availability.”

Then delete their lead and never call them again.

How often?

Ok, ___________________ thank you for letting me know what you are looking for. A little bit about The Mission Maids. We are a locally-owned, insured, Google Guaranteed house cleaning service screened and approved by Angi, Bark, Thumbtack and HomeAdvisor. All of our cleaning technicians have at least two years of residential cleaning experience.

For the quote, I will need the address that you are looking to have cleaned so what is your address?

3 things I’ll go over. The cleaning, our follow-up process, and the quote.

So ________________ let’s start out with the kitchen.

In the kitchen, what is most important to you? (pay attention here and add the extras)

We clean countertops, sinks, and fixtures, outside of appliances, inside and outside microwave, dust top of the refrigerator, stove top, range hood, and load the dishwasher if there is one.

For the bathrooms, what is most important to you? (pay attention here and add the extras)

For the dining room, what is most important to you? (pay attention here and add the extras)

For your bedrooms, we will make any beds that are unmade, change the master bed sheets if sheets are placed at bottom of the beds, and lightly dust furniture.

For living room and den, what is most important to you? (pay attention here and add the extras)

Do you have a laundry / utility room? If yes, we will clean laundry sink, fixtures, laundry counter and hamper.

Now _________ every house has its own sensibilities. And I want to be respectful of yours. So please share with me anything I need to know. For example, if there’s an antique mirror that’s hung on one nail, please tell us about that right now so we can steady it with one hand and clean it with the other so it doesn’t fall and shatter because we would be devastated if we broke something at your house. So do you have anything like that so I can make note of it right now?

The 1st cleaning is the deeper clean where we get everything clean enough for maintenance cleaning.

Also, just a few ways we follow-up to make sure you are satisfied with our services.
We will follow-up with you both by email and phone within 24 hours of your first clean.
After every clean, we will follow-up with you by email.
Every 3 months, we will contact you by phone.
And of course you can contact us at anytime.

How does that sound?

Your quote is ________ for the 1st clean and ______ for every ____ weeks.

We would love to be your house cleaner and we have 1 slot on _________________________. Does that work or do we need to bump it back a week?

If they don’t book

Would you like me to put you on a waiting list? Now keep in mind you don’t need to be there.

(if they still can’t) …

Ok I’m going to send you the quote. This quote also allows you to book online. If there’s a slot that comes available it will allow you to book it. The online booking is always the most up to date.

Ok, cool.

If they book:

Ok, great.

Now, will someone be home or will you leave me a key and an alarm code?

Ok, a few things we need to discuss so you can be prepared for our visit.

For vacuum, we use the customer’s vacuum to avoid cross contamination between homes. For example, if we clean a customer’s home that has 3 kids, 2 dogs, and 2 cats, it’s not fair to bring that into your home and run the bottom of the vacuum, the base plate, the wheel over your carpet if you don’t have any of those. So where will your vacuum be located?

We also don’t bring toilet brushes inside your home for obvious reasons. So please make sure there is a toilet brush in each bathroom.

You called us to come clean your house. So I’m guessing there’s something with the last house cleaner that didn’t work out so well. So we don’t make the same mistake, can you share with me what that was?

How will we know if you’re dissatisfied with our service? Or if there is something we need to improve?

How will you know your house is clean?

We offer a 100% satisfaction guarantee on our work. If you’re not completely satisfied, will you tell us before you tell a friend? Will you give us a chance to make it right before all your Facebook friends hear about it?

And if you love our work, then go ahead and tell ALL your friends! Even the ones who live in your neighborhood.

Ok, great. Ok, were you going to put that on your credit card for easy approval, no hassle payments?

“You mean like a credit card on file?”

Absolutely, and then you can collect reward points from your credit card company at each cleaning — or frequent flyer points or whatever they give you.

“The price is too high.”

When you say too high, what are you comparing that to? The amount your previous house cleaner charged? Or another bid you got from another company?

“The bid I got from another company.”

Gotcha. I totally see how that could happen. Do you have a copy of their worksheet on hand? I’d love to see what we’re adding that they didn’t include and it’s possible we could scratch it off this list to meet their price.”

“Well, they didn’t have a worksheet. I don’t really know what they were offering and what they said.”

Fair enough. We bring a worksheet with us at each cleaning so you know every visit what you’re paying for. Is that fair?

“Sure I guess it’s fair. It’s just more than I was planning on spending for cleaning.”

Well, I do respect your budget and I don’t want to over step – can I ask what you were planning on spending so we can figure out how far away we are?

“You charge too much for houscleaning.”

You’re right. We’re not the cheapest or the quickest cleaning in town. And yet here we are giving you an estimate. Help me understand what you were hoping for.

We can meet your price if we cut out a room like a kitchen or the master bath. Of those two rooms, which do you want me to cross off the list?

What you’re paying for is the labor, experience, supplies, and training we bring to every hour while cleaning your home. There are cheaper companies out there. And I’m curious, of the labor, experience, supplies and training, which would you give up for a cheaper price?

It’s true. We are expensive. Want to know why people are paying a premium for our service and they’re clamoring for the one opening I was about to give you?

(Hand them testimonials)

“The other guys are cheaper.”

The other guys are cheaper — so much cheaper it’s almost frightening. If you give them a try, PLEASE CALL ME and tell me how it went. I can’t wait to hear how it turns out.

“That’s too much money.”

(laugh) I know right. Wouldn’t it be awesome if it were free? But it’s not. Super expensive. But that’s why all these people pay the big money because they get all this premium service.

Can you take off these rooms?

We bid the house with the ________________ room included because it needs regular dusting and maintenance to keep your air conditioner and ceiling fans from blowing dust into the other clean rooms. And based on the time it would take to remove that light dust at each cleaning it’s probably a $5 difference in price. Do you want us to cross that room off our list. Because to add it back on if you have company over it’s like a $50 special projects fee. What do you want to do?

Sure, any rooms we don’t include in this bid will be skipped at every cleaning. And if you ever want to add them back at a later date we can reprice the house or just charge an extra $50 per room one time cleaning fee. So two guest rooms would be $100 extra.

My other house cleaner cleaned the house in half the time.

It sounds like you had one heck of a house cleaner. Which begs the question, why are you calling us? If he is all that, what made you call me?

You had a sweet deal with that house cleaner that I couldn’t even attempt to compete with. If it were me, I’d jump through whatever hoops and pay whatever price you need to get that house cleaner back. I can’t come close to those prices.

2. If No Contact, Leave Voicemail

Hi, __________________________. This is _______________ from The Mission Maids getting back to you about the house cleaning quote you requested. We would be more than happy to give you a quote on your cleaning needs. Please give us a call back at 919.754.4300. Thank you for your interest in The Mission Maids and have a wonderful day.

3. Enter Automations

If Booked:

Enters directly Monthly Newsletter – Customer (Booking Completed)

If Not Booked:

SMS sent:
Hi __________________, Thanks for your interest in our cleaning service. We would love to give you a quote to clean your home but we need some information. Please contact Support at (919) 754-4300 or request a quote below: https://themissionmaids.com/quote

We will send out your quote once we receive it!

Sincerely, Steven The Mission Maids Customer Happiness Team
If form is filled, Typeform sends Support a notification and the prospect an automatic email stating we’re working on the quote.

Send Quote

Angi – Copy/Paste into Internal Messenger:

Hi, ______. This is Steven from The Mission Maids getting back to you about the house cleaning quote you requested. I have sent you a quote to your email. When would you like your home cleaned?

Thank you for your interest in The Mission Maids and have a wonderful day.

Sincerely,

Steven
The Mission Maids Customer Happiness Team

Fill out form

What happens:

They receive an SMS message:
- Hi (first name),
  
  Thank you for your interest in The Mission Maids cleaning service. I have sent your custom quote to your email. Please text or call our main number at (919) 754-4300 to schedule a cleaning.
  
  Thank you for the opportunity to earn your business, (first name) (first name).
  
  Sincerely,
  
  Steven
  The Mission Maids Customer Happiness Team
They receive New Quote Follow-Up sequence in ConvertKit
They receive Monthly Newsletter – Prospect sequence in ConvertKit

Hi _____,

Thank you for your interest in The Mission Maids cleaning service. Please check your email for your quote. We have 1 spot open this week. Please text or call us at (919) 754-4300 if you would like this spot.

Feel free to check out our work:

https://themissionmaids.com/our-work
https://facebook.com/themissionmaids

Thank you for the opportunity to earn your business, _____.

Sincerely,

Steven
The Mission Maids Customer Happiness Team

Hi _____,

Thank you for your interest in The Mission Maids cleaning service. We understand you are looking for recurring service. To provide you with the most accurate estimate, we recommend scheduling an in-home consultation. During this consultation, you can show us the priorities of your home and we can assess your home’s unique needs and provide you with a tailored cleaning plan. If that sounds fair to you, please book a time on my calendar at this link:

https://themissionmaids.com/calendar

Feel free to check out our work:

https://themissionmaids.com/our-work
https://facebook.com/themissionmaids

Thank you for the opportunity to earn your trust, _____.

Sincerely,

Steven
The Mission Maids Customer Happiness Team

What Happens Behind the Scenes

BookingKoala sends out email with subject: “The Mission Maids sent you a quote for your booking.”
Via Zapier, the person is added to the “New Quote Follow-Up” sequence in ConvertKit
In ConvertKit, the person is given the tag “quote” via a rule
After a 1 day delay from the initial email from BookingKoala, the person is sent 3 follow-up emails in ConvertKit
Person receives Prospect Newsletter
If the person books, a Zap is kicked off and the tag “quote” will be removed from the person in ConvertKit
In ConvertKit, the “quote” tag will be removed from the person and then removed from the “New Quote Follow-Up” sequence via a rule; therefore, the customer will no longer receive follow-up emails
When booking is completed, BookingCompleted tag is added and they’re added to Customer Newsletter