Proposals
Negotiations (Late Stage Objections)
Paperwork Submission
Pain Points
Operations
100
Auto shop has a restroom and there is visible dirt and grime on the floors, sinks and toilets.
What should the OSC include in the written scope of work under the restroom section notes?
Weekly service does not include grout or caulking cleaning.
100
"Can you make the price from $294 to $250?
"I understand you would like to save money. If I make pricing changes, the quality of the cleaning will diminish. What matters most, the price or meeting your cleaning needs?"
100
Who is responsible for making sure the scope of work has both sets of initials on all 8 pages of the scope of work?
The OSC/EOSC is responsible
100
Whose job is it to find out why the prospect agreed to the appointment?
It is the OSC's responsibility to find out why they agreed to let us visit.
200
OSC is running an appointment at a daycare/school with student desks and student tables. The DM wants the desks cleaned regularly.
What button must be selected when creating the proposal?
The classroom
200
"I have a budget of $1,000, but your price is $1,250."
"That makes sense, I know we discussed your budget when we met last. I do remember asking if the scope of work would meet your needs and it currently does.
Having your office cleaned for once a week for $72 per clean vs $57. That $20 difference will mean we can't sweep or dust every week that we come.
200
How important is it that the Service agreement has a start date written on it?
Very, don't make Alyssa have to ask you.
200
The grout on a bathroom floor is black. What should be done to get the floor cleaned?
Tell the prospect that it requires scrubbing with a machine floor scrubber and that is not included in regular service. A special appointment must be made for that cleaning.
200
There are all kinds of papers and books on the desks at the office. How should your scope of work reflect what the cleaner should do when its 1 am and there are papers all over every surface?
In the notes section of the scope of work dusting and disinfecting, the notes must say "All papers and books must be stacked to one side for the cleaner to have easy access to the table. If the papers and books are not stacked prior to service, the tabletop will not be cleaned.
300
OSC is completing a walkthrough and the daycare/school has desks and tables but their budget cannot accommodate cleaning the desks and tables.
Where should a clear and explicit note be written in the proposal?
In the notes of dusting and disinfection section:
"Children's desks and tables are not included in this service. This is an additional service and will come as an additional cost."
300
"I want a month-to-month plan."
"I understand a 1-year commitment may feel like a lot of pressure. Our company does not offer month to month terms. We do have an out clause that is available should you choose to stop service."
300
Who can make additions to a formal proposal before submission to operations?
Only the OSC/EOSC. The customer can never make their own additions.
300
Doctor mentions that they drop paperclips on the floor to check if they cleaners are cleaning.
Where should that be referenced on the scope of work in an inconspcious way?
In the "Carpet and Floor Care" section:
300
How can using the phrase "we clean after hours" be misunderstood?
A prospect may assume the cleaner will arrive right after their business hours end for the day.
400
A retail store has glass display tables. Which prompt should be selected to specifically designate cleaning a display table/case?
Press the + symbol, the Sqft/Fixtures = 0. Notes must say "Display Table/Case".
400
"I will only work with you if you can give me a list of customers that you already clean that are just like me."
"I can get you that information right now. Let me call my office. Once you have that info, let's get the paperwork signed."
400
Where on the proposal can monthly special services be added to the proposal?
No where. Only operations can create pricing for special services.
400
"There is this goo on all the walls of the bathroom stalls, and it never gets cleaned by our other cleaners."
How must this be reflected in your scope of work?
"We can start with a deep clean before we initiate services, I can get my operations team to provide you with a quote."
400
What does "we clean at night mean? How must it be communicated consistently so keys and alarm codes are given without incident?
Clearly explain that the cleaner must have cart blanche to come clean whenever they want after your business closes.
1 am
2 am....whenever!
500
Your prospect tells you that the "office must be pristine". Where should that be communicated in the proposal?
"Your Top Priorities" Section on the 1st page of the Proposal Generator
500
"I'm waiting to hear back from my boss on the price."
What should an OSC say in order to get a verbal yes during this stage?
"If we didn't have to wait on your boss, would you sign the paperwork?"