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PODCAST EPISODE

Managing Your Carpet Cleaner Leads to 5X Your Conversions

If you’re looking for a way to boost your carpet cleaning leads, look no further! In this masterclass I’ll show you how properly communicating with your leads can get you FIVE TIMES the number of jobs and build your local brand and authority. Check out this training to see for yourself!

Topics Discussed:

You will learn how to do marketing your Cleaning Business on a Tight Budget, including: 

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Importance of Keeping a LEADS Database

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Hot Lead Follow-up - Go beyond the initial call

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Ongoing Forever Follow-Up for Success

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How to AUTOMATE Your Lead Nurture Process

Audio Transcript:
if you’re cleaning a service business owner we’re going to talk to you about things that really need your attention right now uh especially with all that crappy crazy news going on about you know what’s coming next in the economy welcome to the carpet cleaner success podcast a show created to inspire carpet cleaning business owners to build their own thriving residential and commercial cleaning business your host john clendening has built and sold successful cleaning businesses for multiple six figures over his 30-year career and is the founder of carpet cleaner marketing masters a digital agency that turns your online marketing into a lead generation machine tune in as john shares proven tips strategies and expert interviews to help fast track your success in the carpet cleaning industry

let’s get into today’s training we’re seeing inflation soaring it’s not really coming down as fast as they want employment staying high which is good on one respect not good for us trying to hire people sometimes so we do know all about that but um obviously with interest rates going up and all other costs going up um you know there’s there’s there’s pinches to the pocketbook and what that means for us service business owner i’ve been i’ve been running service businesses for 30 years and been through a couple of downturns recessions slow downs things like that and there’s a whole different mindset to building and marketing and growing your business during a period of time when uh um there may be just less people looking for your services because they have less discretionary income so they just you know so some people stop buying things and clean more often for us cleaners um or do home services more than moving homes uh but that that can and that’s the market you want to hit but other people just hold on to the cash entirely so things to consider um what we’re going to be talking about why that’s all important and why i mentioned all of that is the importance of of keeping a leads database so not just getting leads coming in on the phone and stuff like that but actually keeping a full database of this all about hot lead follow-up so 70 of the sales are made beyond the initial call or the initial message the initial call and message better be right away better be within minutes of the inquiry um during business hours at least some people are using after-hours services and all to make that happen but you need to be uh you need to understand that 70 of all sales come after that first message that first call and forever follow-ups are where the success happens and we need to show you how to automate all of this so it’s not so overwhelming so quick recap who am i so john glennetting career in owning service businesses since my early 20s actually since high school but that’s a totally different story um so i’ve owned cleaning franchises independent businesses consulted in the industry spoke at many industry conventions and things like that for years and years and years um and i’ve been uh bought and sold uh different businesses over the years and finally sold my last brick and mortar business with crews and teams and stuff like that in the middle of a pandemic um and exited because we’ve been running digital marketing and carpet cleaner marketing masters for years helping service business owners and carpet cleaners and cleaning business owners um figure out the internet which is where most of your customers have gone so it’s not the only place to market it’s definitely the the larger part of your budget and the highest part of the mix nowadays and we could talk a little bit about that as well and i’m also the author of the complete guide to internet marketing for carpet cleaners it’s actually a good book for anybody who runs a service business but we titled it for carpet cleaners because we talked to a lot of carpet players and that’s available on amazon as well so more importantly is the clients that we serve and the results that they get so just a snippet of some of the clients that have been with us for many many many years types of results they get more important to you is what we do we help make our clients the top carpet cleaner um home service cleaner like janitorial cleaning made service cleaning work with a lot of cleaning agencies and stuff like that make you the top brand in your local marketplace so you can attract the best clients which are obviously less price resistant possibly less you know recession resistant as well or more recession resistant are able to charge the top rates free cleaning service and you’re booked out weeks in advance that is the ultimate goal um for any business is to be the the top brand in your local marketplace the one that has the most

if you’re cleaning a service business owner we’re going to talk to you about things that really need your attention right now uh especially with all that crappy crazy news going on about you know what’s coming next in the economy welcome to the carpet cleaner success podcast a show created to inspire carpet cleaning business owners to build their own thriving residential and commercial cleaning business your host john clendening has built and sold successful cleaning businesses for multiple six figures over his 30-year career and is the founder of carpet cleaner marketing masters a digital agency that turns your online marketing into a lead generation machine tune in as john shares proven tips strategies and expert interviews to help fast track your success in the carpet cleaning industry

let’s get into today’s training we’re seeing inflation soaring it’s not really coming down as fast as they want employment staying high which is good on one respect not good for us trying to hire people sometimes so we do know all about that but um obviously with interest rates going up and all other costs going up um you know there’s there’s there’s pinches to the pocketbook and what that means for us service business owner i’ve been i’ve been running service businesses for 30 years and been through a couple of downturns recessions slow downs things like that and there’s a whole different mindset to building and marketing and growing your business during a period of time when uh um there may be just less people looking for your services because they have less discretionary income so they just you know so some people stop buying things and clean more often for us cleaners um or do home services more than moving homes uh but that that can and that’s the market you want to hit but other people just hold on to the cash entirely so things to consider um what we’re going to be talking about why that’s all important and why i mentioned all of that is the importance of of keeping a leads database so not just getting leads coming in on the phone and stuff like that but actually keeping a full database of this all about hot lead follow-up so 70 of the sales are made beyond the initial call or the initial message the initial call and message better be right away better be within minutes of the inquiry um during business hours at least some people are using after-hours services and all to make that happen but you need to be uh you need to understand that 70 of all sales come after that first message that first call and forever follow-ups are where the success happens and we need to show you how to automate all of this so it’s not so overwhelming so quick recap who am i so john glennetting career in owning service businesses since my early 20s actually since high school but that’s a totally different story um so i’ve owned cleaning franchises independent businesses consulted in the industry spoke at many industry conventions and things like that for years and years and years um and i’ve been uh bought and sold uh different businesses over the years and finally sold my last brick and mortar business with crews and teams and stuff like that in the middle of a pandemic um and exited because we’ve been running digital marketing and carpet cleaner marketing masters for years helping service business owners and carpet cleaners and cleaning business owners um figure out the internet which is where most of your customers have gone so it’s not the only place to market it’s definitely the the larger part of your budget and the highest part of the mix nowadays and we could talk a little bit about that as well and i’m also the author of the complete guide to internet marketing for carpet cleaners it’s actually a good book for anybody who runs a service business but we titled it for carpet cleaners because we talked to a lot of carpet players and that’s available on amazon as well so more importantly is the clients that we serve and the results that they get so just a snippet of some of the clients that have been with us for many many many years types of results they get more important to you is what we do we help make our clients the top carpet cleaner um home service cleaner like janitorial cleaning made service cleaning work with a lot of cleaning agencies and stuff like that make you the top brand in your local marketplace so you can attract the best clients which are obviously less price resistant possibly less you know recession resistant as well or more recession resistant are able to charge the top rates free cleaning service and you’re booked out weeks in advance that is the ultimate goal um for any business is to be the the top brand in your local marketplace the one that has the most

write that one down if you haven’t uh haven’t kind of thought this through well it’s that whole continuous follow-up concept because if you’re not repeatedly following up the people that are interested so they they pop their head up and said hey i’m interested in carpet cleaning and they didn’t book or you didn’t get back to them or you didn’t get back to them fast enough or by the time you got back to them there’s a delay and next thing you know they haven’t gotten back to you 99 of the businesses that we see that’s the end of the communication that’s it and that should never be the end of the communication so what we’re talking about here is the difference between lead generation and lead nurture so what are we talking about here well lead generation is just literally trying to generate a phone call a form fill a chat that’s that’s a lead generation activity lead nurturing is saying hey

somebody raised their hand and said you know what i’m interested in carpet cleaning they may have landed on your website there’s ways to capture the information of people that land on your website and mark it in front of them even if they didn’t fill out a form so you can you can start bringing them in to your funnel offering them to join a club where they can get savings and coupons and and things like that over time or a last minute club where you know if somebody has to exit out of your schedule you’ve got a client for today or tomorrow or the next day and they they have to um you know rest you know rebook their appointment you can have a last-minute club a list of emails they may never have been a client of yours before but you just send out first come first serve got this spot um and here there’s a bit of savings because it’s part of our last minute club things like that there’s ways and you can nurture these leads over time to make them become a client so it’s a lot like client database nurturing which you everybody should be doing but most people don’t think of doing that to their leads and the good thing is they’ve stood up waved their hands and said you know what i’m interested in the services that you the service you provide i may not have decided to choose your company yet or to go ahead with it but i’m actually interested in your category and that that’s very important people to know people that buy the services you provide because not everybody does so what is lead generation versus lead nurturing lead generation generation refers to any you know online marketing process such as the social media pay-per-click websites all that kind of stuff used to attract a potential customer lead generation focuses on finding new leads that’s the key point lead nurturing is a process of actually building strong relationships with these individual potential customers so they’re not customers yet over time and with the intent of turning them into loyal paying customers so lead nurturing therefore focuses on communicating with a person who has already shown an interest in your business but has not chosen to buy yet so that’s a really really key point so why does lead nurturing matter at all so your prospects might be just doing research they reached out to you and five other people right so he who nurtures best wins the lead may need to get signed off from their spouse you may talk to them on the phone but they say they have to check with somebody else in the family you know things like that so they they um you know they if you’re not following up with them and influencing them and to to make a decision to choose you over anybody else telling them why you’re different telling your little story of how you got into the industry sharing some customer success stories things like that if you’re not doing that nurturing um you’re just a commodity like everybody else and you know they might choose somebody else um other things that you know can grab their attention you know away from thinking of of the the services they’re looking to get done so they might have called you they’re interested and then life happens the dishwasher breaks down something like that there whatever and now they’re off in a different direction they kind of forgot and you can bring that back to their attention if you’re following up with them for a couple of weeks or beyond but if you’re not they forgot you forgot they start all over again they don’t find you this next time you’re out of the game so those kinds of things you know people are busy they’re on the go they’re unfamiliar with you so think of that as well they just don’t know they may have just taken a stab in the dark somebody might have referred them and it might have just been a hey i think these guys are pretty good and that they don’t they’re unfamiliar with you telling them about you your story your history things like that can get them reminded you know wanting to do business with you um if they forget about you you’re bringing it back into their awareness by giving that same marketing message that same brand awareness colors logos your face things like that they also say it takes seven touches to make an actual impression so um and they may try somebody else this time doesn’t mean they’re not good candidate next time so they may just choose somebody else for whatever random reason they chose does it mean oh that’s it i’ll never deal with those people again unless they find me next time no they found you this time keep talking to them so this is the process of basically what lead nurture looks like you want to inform educate involve them validate convert them keep them alive and go over and over and over and over again and you just want to keep that cycle going until they become a customer so you may have seen this before this is sort of like in sales in general the reason why they talk about why you need to contact people more and more and more it usually takes 7 to 13 successful touches to turn a prospect into a customer and that’s just a normal sales thing so yeah sometimes you get a phone call and people go yes what about all the other people that don’t say yes on that phone call go check your data keep that stats how many people are you leaving behind because what you’ll find is that 50 of all your competitors probably even more give up after the

initial contact if they didn’t book the job that might be you as well there’s a chance there will never be a second contact 65 of people give up after the the second and i would say in the service industry this is just sales in general they say it’s by fourth contact is you 89 percent this is your lowest hanging fruit because most of most other competitors are given up i tell you that it’s normally by contact too most people don’t contact three four five six seven times let alone finding a reason to contact continuously and you know i’ll tell you about what we’re talking about which is ongoing contact even if they don’t pick you right now or they decide to pause and not go ahead with picking any service they’re still ethical and welcoming and rewarding ways to stay in touch with them after that so

what we’re talking about is the ideal inbound lead management to 5x five times your conversions so if your typical website is converting you know ten percent of the traffic that shows up would you like that to be fifty percent of the traffic um if your you know google ad is is generating a you know a certain level of conversions or your um your facebook ads or a certain level of conversions people are coming into the funnel but they’re not booking jobs would you like to take that up by five times more than that so this is the type of stuff that causes that action to happen

so the first step we talked about maintain a lead database so what does that mean is you’re active that should be active i’ll change the spelling there’s a v missing is your active lead list 10 times bigger than your customer list have you serviced in the last three years 2 000 customers one thousand five thousand that’s great is your lead list ten times bigger than that how many leads that you’re actually following and in touch with right so that database needs to be huge um are you are you capturing all the sources your leads are coming in from right so are they coming in from your website are they coming in on chat are they coming in from you know facebook messenger are they coming in from um google my business chat there’s all kinds of channels that they’re coming in from are you capturing from all sources and what is the information you’re capturing from those sources and what defined leap nurture steps do you have in place do you at least have a one to two week sort of communication rhythm that’s going to happen every single time or do you just talk to them once and maybe remember a second time so your lead list is every single source that a lead can come in you need to be adding them to your list you know there’s people that will call up you know if you you can capture the phone number there’s ways to do that automated there’s other ways to do that manually where you’ve heard people say hey in case we get disconnected um what’s the best phone number to call you back on right and then at the end of the call hey let me send over the information we just talked about in the estimate to your email what’s the best email for that and you could ask as well you can always collect that information if you have a reason why you’re asking for it so are you tracking all the leads from telephone calls like that so if it’s just a call you may not you can have some automation that you know caller id things like that but you may also just want to ask those questions as well have that and enter that into a lead database what’s your name again great thanks angela what’s the last name angela baker awesome angela baker um so yeah let’s have a conversation about the cleaning that you need done um and just in case we get disconnected what’s the best number to call you back on is the one i see here on my phone awesome great nothing wrong with that that sounds natural you’ve just had a script that collected information and added them to your database the person taking the call should be typing that into a database as a lead um website leads do they filling out forms are they doing chats is that all being brought into one separate lead database somewhere not just an email to you saying oh this person is interested in some stuff or or just a chat bot um paid leads google ads pay-per-click facebook ads where are they going um and how are you collecting that information referrals when somebody refers their friends are you collecting that in is it coming into when they refer the friend are they is it coming into a database are they replying back by email or form fill and that form is adding it to the database and starting that communication um and then inbound marketing you know newsletter letters social media emails people messaging you are you capturing that information somewhere and turning them into a lead in a database those are the things you need to be thinking about um what kind of information are you capturing you got their full name first and last full email address their best preferred email address the phone number preferably cell number so you can text message

them as well more people are on their cell than they are on any other number phone number in their in their lives what’s the business name if it’s coming from a business or you know any sort of commercial intent who is it um and what is that what is where are they calling from or messaging from what you know what area are they from what city what what neighborhood and what are the services they need are are you capturing all of that information or as much of that as possible from every possible channel

and then how many initial touches what we’re talking about initial touches we’re going to get into sort of like a long-term follow-up in a minute but are how many initial touches do you have and what forms are those calls emails text messages direct mail social message so for example lead you know um comes in and again this is lead nurturing do you send an automated email and maybe an s a text message as well do you follow up with a phone call if you don’t hear back if they don’t answer those messages within 24 hours 48 hours do you have a system in place that it triggers oh this person’s due for a phone call now do they they give you a maybe yes or no right yes maybe or no do you send an email are you going to book maybe a quote or a site visit you know free bonus something like that um and then are you sending more nurturing emails are you telling them more about other people that had services done like they’re interested in so you can take a bit of away some of that fear that they may have as well so thinking of things like that then you want to strategically follow up so with the hot leads so hot leads are ones that are interested in your category that have the means to pay and are just tire kickers right so multi-channel follow-up right just because they called you doesn’t mean you have to call them back you want to make sure you text them email them maybe even you know message them on social media if you if they’re there if they’re connected to you if they’re a follower something like that um you want to multi-touch that follow-up over one to two weeks so if you send them an email you can drop them a quick text or drop them a voicemail saying hey i just popped you an email want to make sure you got it it’s got some information that we talked about right there’s you can have multiple touches to draw their attention to it so that at least you get a reply back hey give me a quick papa reply back that you uh that you’re still looking to go ahead with this things like that um you can check their social media and find something something about them to re you know to to relate to um that’s you know you so what i’m talking about there is you know if you know who it is if they came in through a social media channel um they got referred to you by friend things like that and you can find out about them and find out that they’re you know into softball again not about being creepy or something like that but you know if there if there’s a connection say hey i i noticed you’re connected to one of our clients and um you know you’ve got a wedding coming up um i’m not sure if that’s why you contacted us about a cleaning but we’d really love to help out something like that there’s ways to do that in a you know in a very very sort of non-creepy sort of way um but you can connect with them on different platforms and things like that um send them the mafia offer message so basically what i talk about in this is there’s lots of trainings we have on an irresistible jaw-dropping offer what is the offer that they’re just couldn’t couldn’t possibly say no to whatever that is um and you can send that message um at the end of a sequence so maybe you’re willing to talk to them for two weeks and then you kind of let it go quiet for a week or two and say you know what i’ve been thinking about it we’d really love to come in and service you know clean for your home here’s a great offer we’ll come out and clean one room absolutely free say you’ve done a postal code surgery you know the neighborhood they’re living in they’re near other people that you know spend three four five six eight hundred dollars on cleaning services why not send them an offer we’ll come out and do one room free we really want to be your carpet cleaner um and you know you made it uh inquiry into us and interest into us and we’d like to give you that back give me a call in the next 48 hours um just to uh let me know if you’re if you’d like to take advantage of this offer it goes away in 48 hours you could have a mafia offer for one free cleaning that you know you can come out with in the next two or three weeks to do the cleaning but they have to let you know within 48 hours and then if they you know if you still don’t get them you put them into your forever follow-up where you just drip on them with great before and after content and helpful information every month you know once a month maybe twice a month um until the uh unt until they’re ready again maybe they went with somebody this time but they weren’t as happy as they they thought they’d be next time they need a cleaning if you’re still in front of them you know what i should have tried those other guys and there they’re still in my inbox they’re still sending me messages yeah let me try them so

think of that kind of stuff as well so that’s the forever follow-up i wanted to kind of pause and go a little bit deeper in on because this database needs to have um that list of people that just never said yes even after all of your efforts and i want to kind of pause here and think you know a lot of people go oh gosh we’re just going to annoy so many people um i hear this all the time that you know if you’re just going to keep reaching out and reaching out and reaching out people are just going to get annoyed with you two things one know they’re not if it’s if it’s meaningful outreach and if it’s not just spam it’s not just garbage if it’s not just you know offer offer offer sales sales sale if it’s if there’s other reasons that you’re giving them value then they’re not going to for one and just because um a small percentage say five percent of the people that are on your lead list unsubscribe or tell you that they want to be unsubscribed that means 95 didn’t so you always want to make enough noise that a few of the squeaky wheels kind of kind of tell you you know what that’s that’s too much that’s enough great thanks um because it means that the rest of them aren’t at that point so you don’t stop the whole thing you don’t throw up the whole the baby with the bath water just because a few of them you know made that made that claim so a stale lead is somebody who you’ve tried your routine your one to two weeks of follow up i usually suggest two weeks um and they just didn’t bite there’s for whatever reason you could get them on the phone you got them on the phone you couldn’t get in the home to do a quote you tried them off your offer and they just didn’t bite on that so you put them into the long-term nurture um and you just build like a a series of messages that go out over time testimonials stories um any good reviews you get you put it in and it’s just you know some people just do it as a monthly newsletter hey here’s some great before and afters on pet you’re in jobs we’ve done over the last you know month or so and a little bit of a helpful tip if you ever have this problem and a little bit of a you know here’s here’s a bit of an offer if you’d like to give us a try if you have any of these issues or just give us a call and ask any questions right um and then you can do a check-in call every three to four months just pick up the phone and call get an answering machine leave a message hey it’s just you know pam here over at abc carpet cleaning and you’re interested in our services a few months back just wanted to have a quick check in to see if there’s anything you’re looking to get done um coming up and uh yeah just let you know about our current uh promotions or whatever right again doesn’t have to be discounts and deals and specials that way promotions could be you know you know any minimum order and get a free armchair cleaned you know so you get your full price you’re not discounting your price but you’re willing to add an extra service on or something like that you know there’s ways to do promotions that don’t discount your price you want to send them a company newsletter print and mail is preferred so one thing i’ve always done in our cleaning businesses is had a monthly mailed newsletter we actually even have a service because we got writers to write it for us um we’ve had a service for 15 years that um carpet cleaners and other uh other people are actually on where they get the template every month add their information in within five months or sorry within five minutes and mail it out to their database we prefer mail email newsletters just don’t get looked at you can have a quick email that says hey here’s a couple of things that are in the newsletter that i just popped in the mail for you keep an eye out for it um but email newsletters do not get read when’s the last time you read the email newsletter from your insurance agent or you know your mortgage broker you name it right you don’t but if it gets comes in the mailbox and it’s helpful information for around the home it’s martha stewart type information reader’s digest type information people will hold on to that they’ll put on the back of the toilet we call it back in the toilet reading actually um and it’s it’s so if it’s an a-list client or an a-list lead somebody who is actually really good to get in front of add them to that list definitely make sure you’re mailing them and also mail them your seasonal promotions make sure they’re in your database to get any of that kind of stuff um you know so that’s you know any contest going on any charity events going make sure they know about it just keep them in your your your promotional database as well and this is really good if you take leads and determine based on their zip code or postal code where they live um and you can kind of know their you know the neighborhood they’re in you know if it’s you know the type of person you want to be chasing and you can chase some more vigorously than others just by adding you know upgrading them putting them in your lead database as an a-list lead versus sort of like maybe an apartment person might be c you know kind of idea so maybe they still get the messages but they don’t get the mailings there’s ways to do that and that gets us into how to do all of that is leveraging automation so all of that sounds great john oh my god i can see how chasing people more than i ever have before following

up with them getting a reminder to give them a phone call just to check in things like that dropping voice drops or voicemail that just ringless voicemail there’s all kinds of things that you can do that you can automate that you never have to think about it just happens and the reminders just happen and the flow just happens so how do you automate this entire lead nurture process so leads are coming in you’re talking to them and something is happening in the background to get them to come back to the phone and there’s a reminder to you hey it’s been two weeks all of these messages have gone out um and it’s time to give pick up the phone give them one final chance at a call here’s a script to say and and then they’re going to be put into the forever follow-up so they’re going to kind of be abandoned because everything every attempt has been made right so that automation can happen without you having to do anything if it’s set up properly so all the leads from all different sources need to go into one lead database that’s the first step to make lead automation work you need to put the leads into different pipelines based on the prospects the interests and the intent so the pipelines can be based on you know type of services they’re looking for it could be based on an offer they came in on from pay-per-click or facebook ads or other places there’s different reasons for the pipeline it can be based on the fact that it came to your website and went to the pet year in page and started chatting to you that’s a different pipeline that is a different conversation you need to be having with them because you know they came in with a different intent each pipeline should have its own workflow so that the automated emails calls smses anything like that that’s going out in that is based on that specific pipeline that you’ve set up um you want to provide a consistent automated follow-up until they book or bail as what i always say so that’s what we call hot lead follow-up that’s for the you know two to three weeks kind of idea one week is bare minimum but two to three weeks the mafia offer if you’re gonna run it is it sort of the end of the third week kind of idea um book or bail means bail mean they just didn’t they didn’t they didn’t get back to you they they just kind of went cold um they said oh yeah let me think about it you keep messaging them they don’t get back or whatever at that point they’re considered a stale lead and you drop them into your forever follow-up so what does this look like well lead automation looks like connecting the dots all different ways people came in from different landing pages and different ad sources and things like that facebook and google ads and organic in your website and on and on and on referral campaigns that are sent out and you you name it and they come in from different different um sources and then because of that they get into different message flows they get text messages and emails and delays and times and all that stuff so the whole process drives them into either becoming a client asking more questions or moving on into that forever follow-up that’s what it looks like so there’s a bunch of different tools that can can help you with that there’s ways that you can sort of jing together a few tools as well um but there’s there’s ways that you can sort of play with this sometimes within some of the um customer consumer customer relationship databases the the the crms customer eraser management databases your service monsters some service titan house call pros can do a little bit of this but the sophistication of sort of multi-channeling it is can be a little bit more challenging um one solution is the one that that we built because i’ve been in the industry for over 30 years pieced together a bunch of this different stuff back in the day literally i had a um a file drawer right beside our our office admin or receptionist pull it out and there would be um all the months of the year at the front of the with folders in like a folder for each month of the year and then a folder for for day one to day 31 and it was all manual driven it was you know when when somebody came in they got added to a list um a card and put into that folder and then if they got you know next they got moved to the next day and then the next day that card got everybody every card that’s in that next day folder the secretary would come in pull that out and one of her jobs were to pick up the phone and call anybody that was in that because they were a message from the day before had they booked yet yes or no if no call them and then that card would be put four days back and that four day back one would be to send them a piece of mail you know back in the day you know before emails and all that stuff and then when emails you do emails and then maybe even a physical mail and it was just moved through a process and then they were put into the forever follow-up was which was just month by month by month there was a message and then they moved to the next month and it was it was just a manual process so automation allowed us to build all of that out because our carpet cleaning companies and our maid service companies and our janitorial companies grew like crazy because of this automation of of automating our leads and our referral flow and stuff like that so that became carpet cleaner lead pro which is something that we’ve invested a lot of

time and money in over the last two to three years um and what it basically does is all of that automation and technology and every new piece of technology we keep adding in and coding in so that we can actually do this amazingly well so that the lead automation just happens and the reminders to the staff just happens and the whole thing just flows when a lead comes in from a source um there’s a lot of automation i’m going to show you what that that looks like

so we’re going to walk through so one of the first things is smart forms so smart forms mean that you can have forms on the website these can even just be pop-up chats to text and stuff like that but um as soon as they fill out a form um depending on their answers they can actually be given a survey um the form can actually um the enter it into the database the person is interested they have some questions and based on that your phone rings immediately and says hey this person just dropped this form um here’s what they’re looking for information on press one now to connect with them and it rings them right away um and they could be they could be taken through a certain channel of communication while you you know the phone rings they answer it great if they don’t a voicemail gets dropped hey you know just try to get get ahold of you i know she just uh filled out something on our website we would really love to chat with you um you know take a look for you know i’ve just sent you an email as well and um yeah we’d really love to connect get back to me as soon as you can and then a text message drops as well so you get a voicemail and then maybe five minutes later text message hey here’s a you know you get back to me my text right here as well all of that’s automated so smart forms allow that to start that process to start smart connect is what i just talked about where it drops a phone call or a voice connect drops a text message an email and then based on how they respond back to it it puts them into a different series of messages really really simple because it just happens off the website predominantly landing pages and websites so you know you’d run a pay-per-click ad that should go to a landing page not necessarily directly to the website it should be about what the ad is on um but you go to the website when people land on that because of google my business your rankings your google maps rankings organic there’s a form and that’s a smart form so as soon as they fill out the information they can drop down what services they’re interested in hit submit it automatically roots them internally and automatically rings your phone if it’s between business hours and you can you know your secretary pick it up press one and connect right to them if they’re available to talk just because they filled out a form chat to text so it’s not it’s not a two-way chat where they have to sit on your website and hope you get back to them i hope somebody’s there no they they send a message and instantly their phone goes ping great i’m gonna you know it just says i’m gonna get back to you here on your phone um so you don’t need to sit on our website and as soon as i get a moment i’ll get back to you and that can happen anytime day or night if it’s at night time you know um as soon as the office office is open i will send you a message back and they get they get an instant text message outside of regular hours um and inside a regular are saying hey i’m going to get back to you on your phone no need to sit on the website and they can now move on with their life they can go about their shopping about their day about their whatever they’re doing and not have to sit waiting hoping somebody chats back to them on their website so all kinds of automation can be built into a website every lead gets followed up within five minutes or less is the rule of the day so all the leads are pulled from different sources into carpet cleaner lead pro every single possible source um from seo rankings to website to google ads to facebook ads to google local service ads you name it all of them end up as a lead inside carpet cleaner lead pro so do anybody in messenger you don’t need to be popping into your facebook to message them back it all comes into one source that can be put on your phone and on your desktop to message back and forth with and google maps has a chat as well called google business profile it has a chat platform as well and if you’ve got it turned on you’re you need to have the the um google um google business profile app downloaded on your phone well do you want to be answering all of those chats do you want somebody in your office answering those chats who’s supposed to be doing that well our tool is actually allowed to connect to that platform so they can all come into the tool um so you don’t need to have that the google’s app downloaded on your phone um and it all is in one place because we’re now capturing who was that what what number did they come in on what’s their information we’re going to be capturing that information from them and starting a two-way message back again and they’re on google there’s where it is if they’re on

their cell phone and you’ve got it turned on and you’ve got the app downloaded you can message but with our system we can automatically have that turned on and you don’t even need to be on your cell phone you can be on the desktop and what do leads look like what does the lead pipeline look like well here’s an example you know facebook offer leads the google chat leads um facebook messenger leads all the way through quote job on-site quote leads um book jobs people that did not book completed all of these are different stages of a pipeline that people can move through so it kind of looks like this as well any different source of leads that you’ve got coming in should have its own lead place and then what happened to those leads should have their own pipeline stage as well if they didn’t book yet then that’s a different set of follow-ups so if they came in from a facebook offer um you got back to them there’s a messaging going back and forth you’re communicating with them um and um the conversation started but they didn’t book yet then that should be a whole different series of messages and then um the stale lead forever follow-up if you know they got a job quoted but they never booked the job yet well that’s a different series of follow-up that’s a different pipeline or stage in the pipeline so that’s what we build out for all of this and then the smart message um workflows means that you know hey just reply back with a yes or no blah blah blah and that can take them down a whole different pathway of messages and things like that there’s ways to build all of this kind of sentiment if if you sent them a message you didn’t hear back from them at all from any channel then um then you know after several days hey i didn’t hear back from you on this is it’s automatically being sent and it’s all smart messaging workflow and then as soon as they get moved from one pipeline stage to the other this message stops the next message starts the next campaign starts simply by moving them from one stage to the next and that’s a simple process of just saying hey i just got off the phone and talked to this person let me go into the back end of the um of the system and move them over to um they booked or they didn’t book yet or they booked a quote or whatever and it’s just communicate with the leads on you know either two-way chat right within the tool two-way email right within the tool pick up your phone and call them and then just mark them as what happened on that interaction and that will move them through the stages um and then you know all the campaigns can include email sms call reminders ringless voicemails to leave voicemails on their phone their phone doesn’t even ring and boom they’ve got a voicemail i’m sure we’ve all seen that on our cell phones all of a sudden dang you got a voicemail going i didn’t even hear my phone ring well there’s a technology that allows that to happen we employ that technology as well um and then you want to messaging with um you know that smart automatic automation and tokenization to make it personal so hey sandy how’s it going i haven’t heard back from you about your pet you’re an issue right nobody has to remember that that’s all tokenized right so you want to make sure that the messaging flow has captured that information and now your you’re creating smart messages because you’ve you’ve got the good information and you can follow up based on their needs and you can ask questions and get surveys filled out and all of that kind of stuff and all of that is um really good automation and then so that all becomes part of that hot lead follow-up so the hot lead follow-up is that first couple of weeks two weeks minimum as i say one on one barely two weeks is the minimum our system does the two weeks and then the mafia offer if you’re having if you want that put in place as well um and it’s multi-channel so some people might have they might have emailed you but you might get they’ve got to hold them better by text message um or picking or picking up the phone and calling and having them call back in things like that um you want to basically touch them over that period of time have that automated mafia offer message and then if they still go stale you put them into a forever follow-up and that forever follow-up is just based on you know again client testimonials emails about your story why you got into the industry in the first place you know company awards that have happened things like that all of those things can be added to a ongoing forever follow-up until they turn around you know they you know reply back to this message or give us a call where they give a call and somebody goes oh my gosh you pull you up in the lead database oh yeah that’s great you know i noticed that you checked you know messaged us last may about something you know it’s now september you’re interested in going ahead with that great great i’m glad you’ve been following all of our emails and stories of happy clients that’s awesome great let’s get you booked in boom they get moved from being a forever follow-up lead they get moved into becoming a booked job um or a booked quote and that pulls them out of that forever follow-up they don’t they’re now into your customer database and they don’t need to be you know getting those messages and things like that so there’s ways for all of that

automation to happen super super easy so um let’s recap on this we’ve you know kind of covered a lot over the last 40 45 minutes uh but what we’ve covered is that you need to maintain a lead database i hopefully hopefully hopefully made it made sure or made that painfully obvious um you need to maintain a a lead database you need to strategically follow up with all of your hot um leads multiple times across multiple channels you need to be doing a little bit of that pseudo that that staying in front of them because they just may not make that instant decision the first first day or second day you know you might send a second follow-up email hey i talked to yesterday you know what’s going on and then that’s that’s the end of your communication or you might do it for a while where you actually you know we commute with communicate with a lot of people for quite a while um you know for a week or two or whatever afterwards and then six months later you’re not doing that anymore because you know it’s hard to do if you’re not getting through you’re not getting a lot of messages if it’s automated you’re going to pick up all of the the the people that just forgot about you all those reasons we talked about at the beginning that just you know they got busy and then they started all over again well if you’re in front of them they only start over with you none of the other people are even in front of them anymore so you’re creating that that warmth and goodwill the other thing that that warmth and goodwill really does is it takes you out of being you know price competitive because if ever if they don’t know the difference between any one company to the other then price is the most important thing as soon as they understand hey i want to work with you guys you guys seem to know what you’re doing you seem to get a lot of reviews and feedback a lot of customer testimonials i’ve been watching some of your before and after videos you’ve been sending me um and your youtube channel that you’ve been linking me to and blah blah and i think you guys are amazing um i think your crew is funny whatever you know i want to use you guys that’s not about the price anymore right it should never be about price price is not the most important thing to most consumers it’s actually way down the list we’ve talked about this many many times on past master classes that prices is not the the highest concern even though sometimes as business owners we feel like it is um but we can make price of distant distant concern um or memory if we uh if we’re building nurturing that that lead database and turning them into customers and then nurturing our customers so our competitors don’t steal them away so that’s what we’re talking about and you want to automate everything so that it happens it just has to happen consistently every single time it can’t be something that sort of haphazardly happens it’s got to be consistent and it’s got to be multi-channel and it’s got to be based on on their needs and what they’re asking about and it’s got to be personalized and all of that can be done and all of that we’ve built into a done-for-you solution called carpet cleaner lead pro we’ve got one solution you can learn about all the different automation levels and piece something together yourself there’s you know there’s different ways to play the game but um you know having that figured out is the most important part of it because you know if you take if your average job is 300 bucks and you know you can even just double the number of leads that say yes you’re literally effectively doubling your business and if that’s 40 50 60 leads in a month and at 300 60 leads you know that’s another eighteen thousand dollars in the month if you got 300 each lead so you know or each each lead becoming a job so if you just double the number of bookings you could you know again if you if you’re a smaller business only does five to ten thousand a month um you could take that from ten to fifteen thousand just by doing lead automation so uh so there’s there’s lots and lots and lots of upside potential and revenue in doing this properly so how do you implement this in your business one way you can do it again as i said you can go out and look around and find different tools to piece together um try and figure it out different ways to to do that or um you can take advantage of an offer that we make for a limited time on on some of these master classes or webinars where you can actually have a comprehensive marketing audit done for you you meet with rima that you met at the beginning get some information up and then it sends off to our team the same team that that does all of the seo research and pay-per-click work and all that for our clients they they because they have to figure out what they do you know what needs to be done before they do it they do deep dive competitive analysis well we do all that for you and we do it for free for the people that can that qualify and get on this list and then you end up with a 60-minute marketing consultation with me so i do charge 4.95 an hour for my consulting time and i only have a few hours a month that i i leave open for consulting but for people on these webinars um if you’re looking to get sort of this lead automation figured out if you want to say here’s what i got here’s what i do here’s the marketing i have in

place how can i tie it all together better what kind of things are you talking about our team can do all of that find out what your competitors are doing find out what you’re doing and then pull all that together and then you get on you know and that we’re offering that for free that’s easily over 500 worth of consulting value um or you know research value and you get all of that and we come come on and you end up with um we’re identifying the key issues that could be holding you back online things that were noticed that you’re missing where you’re not even getting leads and not being seen by leads website ranking reports optimization how can you get more people to convert on your website we want to make sure that you’ve got maximum number of reviews not just on google but around the web and that you’re dynamically syndicating those so a google review doesn’t just sit on google it actually gets shared across all of your platforms in multiple different ways things like that you want to be seen as the obvious authority the most reputable company and the one that everybody’s talking about you do that you’ve got tons of lead flow coming in then and that lead flow is if it’s if you’ve got lead automation in place and lead nurture now you’re capturing most of that lead flow to become customers of yours and that’s how the great companies grow amazingly big so we’ve got a sort of a step-by-step blueprint for you we’ve got the ability to have a conversation with you do a bit of research first and then hop on a consulting call so if you’re interested in that you want to go to carpetcleanermarketingmasters.com schedule i would normally also tell you that you will want to um you know message reema in the chat box about this but apparently that part of the tool is not working at all so not really sure what’s going on there but um we’ll get that fixed for you hopefully the replay of this works out but if it doesn’t everybody that’s on live has got a great opportunity now to kind of take their business to the next level put a bit of insurance in place for whatever the economy does because the very best people are going to be reaching out to the very best customers are going to be reaching out to the very best businesses and if you’re seen as one of the best and they’re reaching out and then you follow up properly you know whatever recession happens and whatever business closings happen around you it might just be a good opportunity to pick up good technicians from the competitors who can’t stay in business because you’re marketing better and you’re marketing your leads better and you built that lead um automation dashboard and stuff like that so you’re really hedging yourself against against any sort of downturn in the economy it is always said that if the economy turns down or anything gets tough the last thing you stop investing in is your marketing because the marketing is the only thing keeping the lights on so you market your database you market the you know referral partners you market um you market the you know the ideal consumers you market the neighborhoods you market market market you you do some grass roots market you go hand out flyers and put letters on doorsteps whatever you need to do but there’s lots of things you can do to over market and over deliver on your marketing when the mark when the the economy is slow because your competitors won’t and now you’re growing a lot of people put that on the back burner during busy times i always suggest just hire more people and grow your company huge because that marketing will work whether it’s a down economy or an up economy and uh and and then don’t put it to bed when when everything’s running um just keep doing it keep doing it keep doing it and you’ve built a legacy and an asset you can you can you can sell for hundreds of thousands if not millions of dollars because you didn’t get affected by downturns and recessions because you have a system in place and you have automation in place and you have processes

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