Episode 236 – Combating Seasonality in High End Customers
How to combat seasonal customers
Learn how to maintain profit through all seasons and provide year round concierge to high-end clients
In today’s podcast, we have the pleasure of speaking with Paul Unserfusser of Uptown Butler. Uptown Butler has been servicing Dallas Fort Worth Texas area since 2010 with not only residential cleaning but a wide range of other full concierge services as well. Paul has a different take on his business model as he specifically serves the higher end market of clientele. Paul got into the niche of high-end clients when they would come to him asking for help and suggestions on how to find people who provide household services like dog walking, plumbing, etc. When those providing those unique types of services would not show up or did not do the job to the client’s expectations, Paul found that the customer would hold him semi-responsible for finding someone who could better do the work. Paul then decided to bring his own people in house to provide a broad range of services that his clients could need at any given time. From there, his business evolved from an upscale cleaning service to a full concierge service where they now provide dog walking, pet sitting, have two handymen on call, a plumber, an interior decorator, and also a full moving and storage service amongst many other options available for their clientele.
RESOURCE ALERT: How to expand your market for general cleaning and general detail cleaninghttps://oldsite.growmycleaningcompany.comcleaning-niche/
When you have this type of service, there are some key points as to why you should be charging at the very least 30% more than other cleaning companies. One reason being is that if you are too cheap clients may disqualify your business on the idea that they do not think you understand the level of service they want. When you are dealing with high-end clients, they are willing to pay to have their pain solved, and their troubles are taken care of for them without having to worry about the service that will be provided. With the niche of high-end clients every good thing that you are going to do for them is going to cost money, customers would rather you charge them more and know that the service is going to be stupendous than charge less and wonder if you are going to be able to solve their pains.
RESOURCE ALERT: Eliminate seasonality with your clients https://www.youtube.com/watch?v=JkEQXl3fFTg
Change your model with the clients that you currently have to eliminate seasonality
Clients do not want to be nickel and dimed for you to solve their pain, provide a flat fee that will remove all of their pains.
Expand your services to provide cleaning and maintenance year round to avoid seasonality and deepen your relationship. Let your customer know that you are the complete solution for their home and that your various concierge services can be utilized at all times because they are a valued customer of your special services. Come up with a flat monthly fee where you have taken into account everything they may need year round
Find a different niche of clients, preferably one that is not seasonal at all.
Make yourself irreplaceable by handling all possible needs for the client. Talk with the client and come up with a plan on what specific cleaning and maintenance services they need while they are home or in the particular circumstance that they will be away from home for an extended period. To be a successful full-service concierge, you need to provide services like pet sitting, pool and yard maintenance, grocery shopping, transportation services, etc. Change the way you bill, and what you are going to include with each monthly charge.