Feb 10, 2023
On today's untrapped, I spoke with Anthony Heeman about what a business owner should and shouldn't do. Are there any common mistakes we make in our businesses that we are unaware of?
In today's episode, we'll learn about Antony's tricks and how he manages his high-profile clients. How does he keep customers, and what should you do if you feel you need more confidence about facing your customers? We trade business secrets based on our experiences.
“Customers can tell. They can tell when you're legit. And they can tell when you're confident. And I think that's probably one of the biggest things about dealing with people. They want to feel put at ease. They want to feel like you're a professional. They want you to take the freakin reins like people are stressed out in their life. And they're responsible for everything that goes on. They so badly just want to, like, give it this to somebody capable.”
- Anthony
Why do you have to listen to today's episode.
0:11 - “ I like to make sure there's nothing that we're missing. I did Google-only quotes for a while back when I was first starting. And it's fine. If you're working in a pretty small service area, in my opinion, once you get into projects that are kind of complex, for example, I'm in window cleaning. So if you're doing new construction, window cleaning, you want to be able to see what's on the glass.”
Anthony and Keith discuss In-Person Quotes vs Google-Only Quotes. There are pros and cons to each
5:19 - “ I don't want that. Because the people you're serving, it's like they expect a high level of service, like everybody is working for them essentially like they're at the top of their game. Like these are people that have it together. And it's like, you have to value their time if you are trying to save your time by quoting it halfway. And then you get out there, and you just wasted all of their time talking to them scheduling it coming out there. They're staying home from the businesses that they're trying to run. And then you're just showing up and saying, Sorry, pal, because I wanted to stay home.
The best method for dealing with high-profile clients' scheduling problems.
5:54 - “setting the expectations as you did is a big thing. And let them know this is exactly what we're doing.”
Providing your customers with clear expectations is crucial.
13:54 - “There's a learning curve with going into houses, especially if you're starting outside only like landscaping or pressure washing and then going inside a home.”
Anthony believes that going into a customer's home can be challenging because not all customers have the same attitude. When dealing with high-profile clients, you need to learn how to blend in.
Key Takeaways
“I don't want that. Because the people you're serving, it's like they expect a high level of service, like everybody is working for them essentially like they're at the top of their game. Like these are people that have it together. And it's like, you have to value their time if you are trying to save your time by quoting it halfway. And then you get out there, and you just wasted all of their time talking to them scheduling it coming out there. They're staying home from the businesses that they're trying to run. And then you're just showing up and being like, Sorry, pal, like actually like because I wanted to stay at home.” - Anthony Haamen
“I think I'm an extremely empathic person, and I'm talking about myself because maybe you watching might be the same. Some of my customers like very energetically as soon as I walk in the house some cars So, just jump up, start clean all the windows, and I'm almost like, my energy is like, I got this. And the customer was like, oh, cool, and they just go back to what they're doing. And I bang it out, and I'm happy. But for some customers, I walk into the house and feel like pins and needles. And I feel like, How come it's a different scenario for every house? You shouldn't have these emotions mixed with the business.” - Keith Kalfas
Connect with Anthony
Youtube: Window Cleaning Anthony - YouTube
Instagram: Anthony Haamen (@windowcleaninganthony)
Connect with Keith
Facebook: https://www.facebook.com/thelandscapingemployeetrap
Instagram: https://www.instagram.com/untrapped.podcast/?hl=en
YouTube: https://www.youtube.com/channel/UCIaWTkH4yQoDR7SnroIV6Ww
Linkedin: https://www.linkedin.com/in/keith-kalfas-2964b146/
Website: https://keith-kalfas.mykajabi.com/