How This Course Works

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This course can take you through all the phases of starting a running your own cleaning referral agency. Each lesson (and supporting downloads) can be purchased separately from the shop page (like this lesson here), or altogether assembled into a cohesive, sequential online course found in the "Complete Program" on the shop page. 

 

If you're already up and running but not sure if you have your foundations properly set up, I would recommend taking this full course. However if you're confident in your foundations, then select only the lessons/content you want to develop more from the shop page.

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General Course Introduction

(available to view for free without enrolling)

• Diem's Story

• What to expect in this course

• What exactly is a referral agency and how it works

• Referral Agency vs Cleaning Company

• What can a RA do for your quality of life

• Start up cost & monthly expense​

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Sales & Terms of Service

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Sales Script

There are 2 ways leads can get service and pricing through my cleaning referral agency: through the booking page on my website or by calling.

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Those who choose to call in rather than book online do so because they are not as quick to make decisions, not as trusting, need relationships to feel secure in buying decisions and want you to convince them to use your services. They want to be guided through the information to make an informed decision. So, it’s important you don’t rush the call or sound like you’re afraid to take too much of their time. They are your audience and this is your stage!

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This downloadable sales script will help you:

• Build value and show benefits of service before delivering price

• Offer a drop-back strategy for price objections

• Maximize conversion to recurring clients

• Upsell and cross sell other services

• Distinguish yourself as a referral agency and clarify your working relationship without scaring the customer away

• For CA Referral Agencies: includes how to gracefully include the oral disclaimer and answer client questions about it

 

BONUS: Includes an accompanied video to go over each component of the script and explain its purpose, an excellent resource when learning for yourself or training another sales rep for the job.

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Also includes:

• Various customer questions and objections, and how to answer them such as “Are you insured and bonded?” “How will I know they will do a good job?” “What’s included in the cleaning exactly?”

• Tips and ideas for working with vacation rentals, creating email automation, using tags within your CRM, etc.

 

Animated Explainer Video Sample

If you own a cleaning referral agency, you may find it difficult to convey the “we are a referral agency” message to your online customers...without giving them so much information that you end up scaring them away and leave without booking. However, it is very important that customers understand they are working with a referral agency with independent cleaners rather than a company with employees in order to have the proper expectations for a long term relationship.

This explainer video sample seamlessly conveys what a referral agency is while highlighting the many benefits of working with a cleaning referral agency.

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Sample Client Terms of Service

Getting the sale is only one part of the equation. Arguably, even more important than closing the sale is being able to deliver on the promise and keeping the client's expectations met. If you don't close a sale, you can't get an awful review. However, if you close the sale and the client does not get what they expect... you may have a huge PR problem. At the beginning stages of your business, you cannot afford bad reviews since they will represent such a large percentage of your total reviews. The single best thing you can do is take preventative measures by setting proper expectations at the beginning. That's where the terms of service comes in. Let clients know what you expect of them, cancellation policies, lock outs, how you handle complaints, what the cleaners guarantee if anything, etc.

 

Lesson Content

Sales & Terms of Service ($199 when sold separately)

• In home estimates vs phone sales vs online booking

• Sales Script and break down of the components can also be used train sales team (maximize sales conversion, maximize up-sales opportunities while clearly explaining what a referral agency does)

• Sample explainer video for online booking page

• Setting proper expectations with Client Terms of Service

• ​Downloads Included: Sales Script PDF & Sample Client Terms of Service

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