How Do You Set Expectations?

I’m finding that as I do more and more pressure washing that people’s expectations are different from one job to another.
i.e. some think that on a house wash the gutters should look better while others think they should look perfect. Among other things.
I’m realizing that more than in window cleaning, there are so many ‘up in the air’ surfaces to clean or not to clean. Decking, under the deck, etc.
How do you explain what your standard house wash includes and do you simply say “such and such is extra” or do you say this is extra and why it’s extra?
Did that make sense?

Aa far as setting expectations, just be honest with H O. They will appreciate you telling the truth as opposed to a contractor who is trying to rip them off. As far as pricing. Everything has its own price. It’s up to you what you want to include. Hop this helps.

Depends on what we are cleaning and how bad it is. In all honesty we don’t leave a job until its as clean as its going to get and being the professional I set those standards. Just clean to your max potential and be done with it.

It’s easy to set expectations if you offer three clear, concise packages.

Love this answer. Working on this over the weekend. Residential sales domination on my mind.

I see and I think I understand what you’re asking. First off, two things will need to happen at the same time. The homeowner needs to be asked what their concerns are and you need to be confident in your sales expectations. If they are really focused on gutters, I will set their expectations that our housewash does everything BUT whiten gutters. Gutter whitening is extra. Listen to their needs and focus and be prepared to address or set their expectations about the job. You dictate what comes with what package and be assertive in your confidence level and ALWAYS under promise and over deliver. Also, point out things you can improve onsite as an upsell that they haven’t thought of before. They might not know you can get the rust out of something if you see a rust stain.

I didn’t have time to get into that. Maybe it should be another separate class for the future.

“Under promise, over deliver”. Did you give that to Thad or vice versa? I like it.
It sounds like I need to do some mental organizing and rehearsing.
I just came back home and had a call this morning from a job I did yesterday- house wash and ds’ed a roof with somewhat strong small mix and more than average Cling On. I had told her when booking that this probably won’t do much for the black, but it will definitely take care of the green. All the moss and lichens were quickly discolored. We didn’t blow or scrape it off. I told her it was taken care of.
Her observation was that this morning the moss is still there thick as ever. I called her back and got her machine and explained what we do and that the moss was killed and will go away eventually. I thought I had explained that originally, but maybe not. Or she forgot.

A lot of vexation I want to avoid going forward.
There’s more involving her neighbor who told her about how great we made his house look that I just ‘ate it’ on after leaving her house.

Moss/lichen typically needs several applications of roof strength mix to kill it. Ive never heard of being able to get rid of moss with downstreaming or x-jet strength. It’s usually harder to get rid of then black streaks when cleaning a roof. The moss should be white if dead and not green…green means it’s still alive. I tell them that it turns white and will go away after the next couple good rains.

Dan it sounds like your customers are alot like mine. One of the issues over the years we dealt with was lichen on the roofs. My customers weren’t happy that we would leave the dead lichen on the roof and tell them it would be gone after a few rains. It didn’t always work out that way and also alot of times my customers book jobs when they have something coming up and the lichen still being there never looked good.

We also don’t like to go back to jobs and do another chlorine bath on roofs…

So this is what we do and very rarely we ever get call backs. In our house wash we have on our estimates that our wash includes cleaning the exterior of the gutters. I do that because I want all of our house washes to make the whole house look great. Of course one of our upsells is the roofs. We also get alot of roof cleaning jobs only as well. With all of our roof cleaning jobs it’s always easy to clean out the mildew on the roof with our roof chlorine bath.

When we clean roofs we always end up rinsing the roof afterwords from the ground. We rinse everything all the time. When lichens involved we’ll power rinse the roof afterwords to get all the lichen off. This way our customers who may have a party coming up will have everything sparkling clean.

Call backs and complaints is something nobody ever needs. So this is why we do our cleaning this way.

Just another way of doing things that work for us. I hope this helps ya some.

Jeremy, I did discolor the moss. I would say I used in my small batch 2 sh: 1 water and about 4 oz Cling On. This is an estimate. Not sure if the moss became totally white, but the chlorophyll or whatever it is in moss definitely turned. I told her that it will go away eventually. For sure, I’ll keep tabs on it.

[QUOTE=John T.;15119][I]Dan it sounds like your customers are alot like mine. One of the issues over the years we dealt with was lichen on the roofs. My customers weren’t happy that we would leave the dead lichen on the roof and tell them it would be gone after a few rains. It didn’t always work out that way and also alot of times my customers book jobs when they have something coming up and the lichen still being there never looked good.

We also don’t like to go back to jobs and do another chlorine bath on roofs…

So this is what we do and very rarely we ever get call backs. In our house wash we have on our estimates that our wash includes cleaning the exterior of the gutters. I do that because I want all of our house washes to make the whole house look great. Of course one of our upsells is the roofs. We also get alot of roof cleaning jobs only as well. With all of our roof cleaning jobs it’s always easy to clean out the mildew on the roof with our roof chlorine bath.

When we clean roofs we always end up rinsing the roof afterwords from the ground. We rinse everything all the time. When lichens involved we’ll power rinse the roof afterwords to get all the lichen off. This way our customers who may have a party coming up will have everything sparkling clean.

Call backs and complaints is something nobody ever needs. So this is w[/I]hy
[I]we do our cleaning this way.

Just another way of doing things that work for us. I hope this helps ya some[/I].[ /QUOTE]

So John, when you say you include cleaning the exterior gutters with a house wash, does that include F-13 or similar so that it looks as good as it can? If so, I assume your standard pricing may be higher than those who don’t go to that length.
Thanks for your patient responses, BTW

Dan, guess I misunderstood but you said you ds’ed the roof? What was your total mix percentage of SH?

Jeremy, I’d say in the bucket about 16 oz. water, 32 oz sh. Didn’t measure though.

Then you downstreamed or that was the application amount that was applied?

Downstreamed.

You need to be about 40-50% SH and the rest water with direct application to get rid of moss and lichen to kill it. Sometimes it takes multiple applications.

[ /QUOTE]So John, when you say you include cleaning the exterior gutters with a house wash, does that include F-13 or similar so that it looks as good as it can? If so, I assume your standard pricing may be higher than those who don’t go to that length.
Thanks for your patient responses, BTW[/QUOTE]

Yes we use Eliminator on our Gutters for all jobs. Because the gutters shine when where done the house “Road appeal” looks better and we get more referrals because of it. The price to clean the gutters is always factored in with the cost to clean the house as in one price.

My competition here hits the full spectrum. We have companies that advertise the $99 house wash all the way to companies that charge $700 to clean a Vinyl house because they don’t know how to price. We fall right in the middle of those prices which in my book is a realistic way to get…more work.

Yes we use Eliminator on our Gutters for all jobs. Because the gutters shine when where done the house “Road appeal” looks better and we get more referrals because of it. The price to clean the gutters is always factored in with the cost to clean the house as in one price.

My competition here hits the full spectrum. We have companies that advertise the $99 house wash all the way to companies that charge $700 to clean a Vinyl house because they don’t know how to price. We fall right in the middle of those prices which in my book is a realistic way to get…more work.[/QUOTE]

Hey John T, I’m curious too. So when you hit the gutters with Elemonator, are you getting the black stripes off too? Or just getting them “clean”. I’ve only ever been able to remove stripes with F-13 and scrubbing. It’s a lot of extra labor. Are you including scrubbing in your basic house wash, or just spraying the gutters?

If the gutter or aluminum have any oxidation steaks I just explain how the gutters and metal will not look very clean with a standard house wash. Then I upsell gutter white and show pics. If you they don’t want gutter whitening I will still usually do a small area after the house wash to help them see the difference.

After I give the potential customer the price, I tell them what they can expect to get cleaned.