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Interview with Tom and Col Nation on ‘How To Convert Leads Into Paying Clients Without Competing On Price’.

Tom: We see a lot of carpet cleaners getting very competitive out there, charging as low as $30 a room. What do you say to that price pressure, where customers are calling you up and saying “What’s your best price?” What are you going to do?

Col Nation: I don’t compete on price.

Tom: How do you not compete on price? I think everyone would like to have the answer to that question! Can you give us an example of how you don’t compete on price?

Col Nation: Okay, when that phone call comes in, right, the customer asks the price question. They don’t know what sort of equipment we’ve got. They don’t know what sort of …

Tom: Okay, well why don’t we just do a bit of a role play?

Col Nation: Sure, sure. Okay.

Tom: I’ll be the customer saying “Hi, I need a quote for carpet cleaning. How much do you charge per room?”

Col Nation: Okay, do you mind if I ask you a few questions?

Tom: Sure.

Col Nation: Sure, okay. What sort of a carpet do you have?

Tom: I’m not sure exactly. It’s a beige coloured carpet.

Col Nation: Beige coloured carpet, that’s great. Okay, do you know if it’s wool or nylon?

Tom: I think it’s wool.

Col Nation: You think it’s wool? Okay, then, yeah. Do you have any particular spots or stains that you’re worried about?

Tom: Yeah, we do. We’ve got a coffee stain near the kitchen, and a red wine stain by the dining room table; and a stain that I have no idea what it is. The kids did something.

Col Nation: Oh, right, okay, so it’s not …

Tom: Sorry, I’m just guessing here, so …

Col Nation: Yeah, that’s fine, that’s exactly what happens, yeah. I’ll say to them “Okay, so you’ve got a few stains, so it’s not just a standard carpet cleaning job that you’re wanting?”

Tom: I guess not, yeah, I need the stain out.

Col Nation: You need the stains out, yeah. There’s the trigger moment.

Tom: Right.

Col Nation: This is what I call the trigger moment. Why did that customer ring us in the first place? They didn’t ring us because they’ve got thirty bucks they want to spend or a hundred bucks or whatever. They’ve got a problem on their carpet. What’s the problem on your carpet? Your coffee stain, your vomit stain, your whatever stain it might happen to be. It might be that the mother-in-law’s rung and “I’m coming to visit.” “Oh, no, my carpet looks like a pigsty, I need a carpet cleaner, now!”

What’s the first question they ask? “How much is it going to cost?” Why do they ask that question?

Tom: Because that’s all they know how to ask, I guess.

Col Nation: Yeah. They don’t know what sort of equipment we’ve got, they don’t know what sort of chemistry we use. They don’t know the process, they don’t know how long it’s going to take; what have we got to move. So we’ve got to prompt the questions. We’ve got to ask the questions to get them to answer us. Then what we do is we’ll say “Well, okay, from what you’ve been telling me I think it might be a good idea if I pop round and have a look at your carpet so we can get a better idea of what it’s going to take to get that carpet clean. Are you home later on this afternoon?”

Tom: That’s very well done. You’re saying let’s make sure you know what the stains are and how we’re going to get them out. You make it back about the problem.

Col Nation: Yeah.

Tom: Rather than the price.

Col Nation: Yeah, and when we go round to visit that customer that afternoon we can have a look at it, we can discuss it with them. They see that we’re a nice guy and that we’re neatly dressed and that we’re going to do a good job. We bothered to actually go out and have a look.

Tom: Mm-hmm

Col Nation: We’ll get that job. Regardless of the price. The price may come up in the end, and it naturally will. Now, if I gave you a price “Oh, it’s going to be $350 to clean that carpet,” you’re going to get one of two reactions. I’m either going to get “Aah, oh, no, that’s no good, that’s way too dear!” Or, I’m going to get “Yeah, that’s fine.” If they say that’s fine …

Tom: Yeah, you’re either going to get a yes or a no, you haven’t even had chance to find out what’s really going on. They’ve just called the guy just before you and lined his price up, and …

Col Nation: And what’s he given them? He’s just given them a number. We’ve given them a service, and that’s what they’re wanting. They want to know that when you turn up you’re going to deal with all these of sort of issues that they’ve got with their carpet.

Tom: Not just like “Oh, well, I cleaned it but I can’t get that stain out. There’s nothing I can do.” You’re really focusing on helping them fix their problem and understanding what’s going on for them. That’s interesting, you get the whole discussion to get away from price.

Col Nation: Yeah, and price becomes irrelevant. Now, if I gave you a price of three hundred bucks to do whatever, when I turn up for that job guess how much that customer’s going to have in their pocket?

Tom: Three hundred bucks?

Col Nation: No, they’re going to have $500 in their pocket. Guaranteed.

Tom: Really?

Col Nation: Yeah. Nobody wants to be embarrassed when they pull out their wallet, “Oh, I’ve only got $290, ooh, that’s embarrassing!” No, they’ll have $500 in their pocket, just in case it costs a little bit more for those particular stains.

Tom: Okay, so they’ve always got a little bit more than you think they have.

Col Nation: Yeah, so when we think they’re shopping on prices they’re not always shopping on prices, they’re wanting a problem solved.

Tom: Good point. That’s really valuable advice. Thank you, Col.

richard mountain
richard mountain
07:05 05 Jun 19
About 2 years ago I bought a kanga 1600 max machine for my business from Tam.Tam and Duy have always given me exceptional service.They have always been there to answer my questions and give me advice.I would highly recommend Steamaster to anyone .read more
Glen Richards
Glen Richards
06:10 22 May 19
Duy and Tam @ Steamaster would probably be the most efficient and professional people I've done business with. They go above and beyond to help you out - 5 stars *****
Majed El-Benni
Majed El-Benni
04:55 21 May 19
An amazing group of guys who will look after anyone looking to get In to steam cleaning. Very informative and knows their stuff. They will work around your budget and help whenever you need it. Thanks Duy and the rest of the crew at steammaster. Highly recommend and would be definitely coming here as my main supplier.read more
Samantha Crockett
Samantha Crockett
23:01 20 May 19
Unbelievable service from Duy ! Wow wow wow - many businesses need to go and spend time here to see what amazing customer service skills are like. So impressed with their level of customer satisfaction. We are so happy to find Duy and his team to do business with. Above and beyond. Well done.read more
Ian Crouch
Ian Crouch
04:01 30 Apr 19
Tam and Duy have both been very helpful. They went out of their way to help me to put together all the equipment I bought and their communication is faultless. Duy often texts or emails me to see how things are going. Highly recommend these guys, they are true gentlemen to deal with.read more
Danielle Thompson
Danielle Thompson
09:05 14 Apr 19
I highly recommend Steamaster 100% 👌🙌Absolutely fabulous customer service. Very dedicated and always there to answer any questions as best they can.
steven pye
steven pye
03:17 05 Apr 19
Buying from Steamaster was best business decision I ever made the support, training and marketing help from these guys have given me and my team so much confidence. The machine is spectacular the carpets are incredible. I wouldn't buy from any were else. And when I don't know there always there for me or if they cant help they always find me someone who can help. This is not just a machine its the whole package and all the tools you need to grow. I traveled alone with machine for year but when I replaced it I got to meet the team and there always there for me. Steamaster we thank you.read more
Howard Chapman
Howard Chapman
06:43 03 Apr 19
Excellent service, place order Monday afternoon arrived Wednesday lunch time to regional Queensland
John Kuhne
John Kuhne
11:49 12 Mar 19
Duy went above and beyond to help me with a replacement part for a portable carpet cleaner.I buy through their eBay site and don’t spend much with them but still the service was excellent.I would highly recommend using this company for cleaning equipment.Well done guys the service was excellent.read more
Ryan Catania
Ryan Catania
09:44 10 Mar 19
Duy and Tam are amazing with their customer service and advise. These guys are great. If I ever need equipment it gets to me very fast. I use their advise and follow all the carpet cleaning training/steps on every job and the results are outstanding now recommendations and repeat work is coming consistently. It didn't happen overnight but after a 6-9 months of cleaning not taking shortcuts and putting the business out there mainly flyers wow. Thanks again guys Ryanread more
Sam Tara
Sam Tara
03:07 07 Mar 19
best customer service , highly recommended, thank you very much Duy
Deborah Stone
Deborah Stone
19:35 27 Feb 19
Excellent vacumn cleaner pleasant sound ..easy to move ..just glides around .does not pull on my shoulder I think it's the best one I've ever used in a large residential facility .highly recommend thisread more
Matty's Tile & Grout Care
Matty's Tile & Grout Care
11:12 16 Feb 19
Duy was extremely helpful during the whole process. From answering all of my questions to helping out when I was struggling with the learning curve. It's been perfect customer service and they've made the whole process of starting a cleaning business so much easier.read more
Tom Venberg
Tom Venberg
21:30 07 Feb 19
The best company to work with I try them all nice people great service cheapest in the market And no one told me to write it all comes from my hart thanks guys for helping me be successful.Tom Bpure Cleaning Servicesread more
郭良
郭良
12:33 03 Feb 19
We bought a carpet cleaning machine , good quality and good service , thanks steammaster team
steve powell
steve powell
18:40 18 Jan 19
Duy and Tam have been excellent suppliers with a wealth of knowledge and 24 hour support. No pressure, no hard sell, just two great guys who really are invested heavily in customer relationships and ultimately customer success. As a sole trader it's great to have people like Duy and Tam supporting me👍👍👍👍👍read more
Daphne Margarette Marimon
Daphne Margarette Marimon
11:54 21 Dec 18
People here are amazing and products are durable. Thanks!!
James Jai
James Jai
12:42 25 Nov 18
It has been an incredible experience with steamaster. I live in Melbourne and bought my machine PEX 500 through Duy who is amazing and available to help and guide at any time. I will never shop anywhere else and highly recommend anyone wanting to by cleaning equipment.Thanks Duy for your exceptional services. I look forward to continue working with you.read more
miro miles
miro miles
03:49 23 Nov 18
The advice and willingness to help is incredible. THE BEST PLACE IN SYDNEY BY FAR.
Stain Busters Carpet Cleaning Gold Coast
Stain Busters Carpet Cleaning Gold Coast
03:22 27 Oct 18
You want service? Well I rang Tam at Steammaster on a Saturday on the off chance, even though their website clearly says closed. I left a message saying I am having problems with my carpet cleaning machine if they could please call on Monday morning. I actually just got it back from the electrician who said he fixed the problem. $120 later!Anyway, not even 5 minutes later I had a phone call. I explained my problem and asked where I can go to get it fixed on the Gold Coast. He went through the trouble, on his day off, to talk me through how to repair it myself. If that's not what service is about then I don't know what is. Would love to see Steammaster open on the Gold Coast. Well doneread more
Glen Crashin
Glen Crashin
06:52 27 Sep 18
Big thank you to all the guys at Steamaster for their friendly and easy to deal with nature, their service has been exceptional from the smallest replacement parts to brand new equipment. Delivery times interstate are exceptional. Cheers guys. Glen. Prideinurpropertyread more
Helen Keenan
Helen Keenan
00:40 14 Sep 18
We are a carpet cleaning business and we have been dealing with the guys at Steamaster for couple of years now and are extremely happy with the service !!!Everything is handled and completed fast and efficiently and with so much care and respect and nothing is any bother to them.!!They know how to run a business from first contact with the girls in office who are lovely to talk to and so helpful to dealing with Yee regarding Sales parts and repairs who goes so out of his way to get everything done for you!! We will continue to deal with them as we cannot fault them on anything at all !!Thank you Steamaster for your great service !!Kind Regards ..Helen and John Keenan..Argyll Carpet Cleaning ..read more
heath whitby
heath whitby
09:09 03 Aug 18
Once again Dee from steamaster has gone over and above he is a pleasure to do business with he knows that he talking about.Do your self a favour call steamaster and ask for dee.
Wenrong Ma
Wenrong Ma
03:57 14 Jul 18
Wow! Awesome! Very helpful. Nice machine and very kind staff. Duy has told me very useful information. He knows everything, very kind staff. And the machine is fantastic. Good price as well. Now I can make money everyday!!!read more
antonio pamaos
antonio pamaos
10:37 13 Jun 18
Great quality product and service . Thank you.
Norman Favor
Norman Favor
04:38 23 Mar 18
I will definitely recommend Steamaster for their best quality product & unparalleled customer services and support and quick delivery. Very grateful to meet "Duy" whose been very supportive and knowledgeable with all the products and equipments.read more
Justin Roden
Justin Roden
02:08 17 Feb 18
I’m in Queensland and was unsure how it would be dealing with a Sydney based company, my experience has turned out to be very positive, I chose Steamaster after having received such poor service from my local supplier. Thank you Duy, for exceptional sales services both pre and post sale the Steamaster academy is also an added bonus. Thanks againread more
Evan Lin
Evan Lin
06:32 05 Jan 18
I will definitely recommend Steamaster for your businesses. I have purchased Steamaster Apollo HP with Pre-Heater & Auto Fill/Empty Carpet, Upholstery, Tile and Grout Cleaning Business Start-Up Package. The results are great and service great as well.I appreciated “Duy” from customer service. He has his patience and very helpful knowledge for me every time.Thanks Steamaster.read more
Fabiano Rocha
Fabiano Rocha
07:09 31 Oct 17
I am very grateful to Tam Le and Steamaster team for looking after our business in the past 3 years providing excellent customer service and high quality supplies. Thank you Tam Le for sharing your knowledge and experience with Fabulous Cleaning Solutions. Fabiano RochaOwner & Director Fabulous Cleaning Solutionsread more
Stuart Hinckesman
Stuart Hinckesman
08:11 27 Oct 17
I am new to Steamaster,having only purchased from their site twice,just recently.My orders from Steamaster were despatched and at my door in very quick time.Steamasters prices are are better than the manufacturers after sales and spare parts prices.I wish I had discovered Steamaster 10 years ago.Thanks Steamaster,keep up the great work.read more
Glenn Haase
Glenn Haase
02:33 27 Oct 17
I bought a start up package from Steamaster and was very happy with the price and gear that was sold to me. The team has always been available when I have had problems and need urgent help. Even going on FaceTime while on site to fix problems.I am extremely happy with the service I get and the price is very reasonable.read more
Bennetts Services
Bennetts Services
23:35 26 Oct 17
We have been in the cleaning industry for over 20 years so I don't promote companies that I don't believe deliver quality service. Steammaster is one of the few companies that I highly recommend. We have bought several products from them and have had only positive experiences.read more
Mark Seeliger
Mark Seeliger
23:05 15 Oct 17
Being a beginner in the industry and with no experience, Tam and Duy were simply amazing.I called many sales people trying to get information on the right equipment to buy and most just tried the hard sell or didn't get back to me.Steamaster were simply amazing. They were patient and understanding and I am so glad that I chose them. Since that first purchase, I have nothing but praise for Tam and Duy, they are approachable, knowledgeable and genuinely care about helping me to grow my business and follow-up has also been first class.I cannot recommend Steamaster highly enough. If you are researching who to use, don't go past Tam and Duy. I'm my opinion they are the BEST by a country mile.read more
Terrie Hayter
Terrie Hayter
20:50 24 Sep 17
Very helpful and knowledgeable staff. Would highly recommend to others. I have bought all my equipment off this company and have been more than happy
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How To Price Carpet Cleaning Jobs – Start Your Carpet Cleaning Service Company – Start Your Carpet Cleaning Business – Tile and Grout Cleaning Business – Upholstery Cleaning Business – Carpet Cleaning Business For Sale – How To Get More Carpet Cleaning Customers – How To Increase My Carpet Cleaning Business – How To Increase Carpet Cleaning Sales – How To Get More Carpet Cleaning Customers – How To Get More Carpet Cleaning Jobs – How To Get more Carpet Cleaning Business – How To Make More Money Carpet Cleaning – How To Market A New Carpet Cleaning Business – How To Build A Carpet Cleaning Business – Start Your Profitable Carpet Cleaning Business Today! – Sydney, Melbourne, Brisbane, Perth, Adelaide, Gold Coast, Sunshine Coast, Moreton Bay, Canberra, Darwin, Hobart, Launceston, Newcastle, Central Coast, Lake Macquarie, Port Stephens, Wollongong, Albury, Wodonga, Geelong, Townsville, Cairns, Tweed Heads, Bendigo, Toowoomba, Rockingham, Alice Springs, Albany, Armidale, Bacchus Marsh, Ballina, Ballarat, Batemans Bay, Bathurst, Broken Hill, Broome, Bunbury, Bundaberg, Burnie, Busselton, Cessnock, Coffs Harbour, Dalby, Devonport, Dubbo, Emerald, Forster, Tuncurry, Gawler, Geraldton, Gladstone, Griffith, Grafton, Goulburn, Gympie, Hervey Bay, Horsham, Kalgoorlie, Karratha, Kiama, Kwinana, Lara, Lismore, Lithgow, Mackay, Maryborough, Maitland, Mandurah, Melton, Mildura, Mount Isa, Mount Gambier, Nambour, Nowra, Ocean Grove, Orange, Pakenham, Palmerston, Port Augusta, Port Hedland, Port Lincoln, Port Macquarie, Port Pirie, Queanbeyan, Rockhampton, Shepparton, Singleton, Sunbury, Tamworth, Taree, Torquay, Traralgon, Wagga Wagga, Wangaratta, Warrnambool, Warwick, Whyalla, Yeppoon and other regional areas of Australia, call us on 1300 855 677 for Best Advice!

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