Episode 1187 – From Hiring to Pricing: Mastering Tough Conversations for Growing Your Cleaning Company
Navigating Client Conversations
In this engaging episode of the Cleaning Company Podcast, Mike Campion dives into the nitty-gritty of client relationships and price adjustments during a coaching call. The conversation kicks off with Alexis’s struggle about hiring, prompting Mike to emphasize the importance of a strong hiring funnel. As Mike points out, a robust hiring process allows business owners to focus on finding the right clients while also ensuring they have the right team in place. This foundational piece sets the stage for the later discussion about pricing adjustments, illustrating how vital a strong team is for any cleaning business.
The Price Increase Dilemma
As the episode unfolds, the conversation shifts to a pressing dilemma: how to effectively communicate a price increase to two longtime clients. Erin is navigating the challenge of raising prices for one particular client who has a history of negotiating down previous price increases. Instead of opting for a less personal email or text, he decides to take the conversation to the next level by addressing it face-to-face. This choice reflects a key point Mike emphasizes throughout the podcast: personal touch matters in the service industry. “You should always communicate in person or over the phone,” he advises, reinforcing that text messages simply don’t cut it when it comes to sensitive conversations about pricing.
Overcoming Fear and Building Confidence
As they explore the dynamics of client interactions, Mike encourages Erin to confront her fears head-on. He playfully acknowledges that Erin’s tendency to be too accommodating might complicate matters. “Don’t get stuck in your head,” Mike warns, emphasizing that honesty and clarity are essential. Instead of fearing an angry reaction from the client, Mike reminds Erin that sometimes it’s best to detach emotionally. “If that means we part friends, God bless,” he quips, underscoring the idea that maintaining a healthy boundary is crucial for any business owner.
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Erin shares her internal struggle, noting that she has been underpricing her services for far too long. Mike expertly reframes Erin’s thinking, suggesting she view the pricing conversation as a natural part of business rather than a confrontation. “Let them know you want to do a great job, but you can’t operate at a loss,” Mike advises, illustrating that mutual respect is at the heart of any successful client relationship. He adds that if the client isn’t a good fit for the business anymore, it may be time to part ways amicably.
Building a Strong Client Funnel
In closing, the discussion transitions to the value of building a robust client funnel to ease the pressure of any single client relationship. As Mike emphasizes, having multiple leads allows business owners like Erin to maintain confidence and detachment when facing tough conversations. The episode serves as a powerful reminder to all cleaning business owners: honesty, personal touch, and a focus on core values will not only enhance client relationships but also help maintain a sustainable and profitable business.