We believe in relational service, not transactional service. This means that we want to get to know you and make sure that you know us so that we can develop a long term relationship built on trust and mutual respect, rather than a quick in and out service where we take your money and run. That just feels dirty to us! We want to make sure that we fully understand your issue and that you fully understand our proposed solution so that we are both happy with the outcome. We call that a WIN-WIN outcome!
Our relational approach to business is a huge factor in why we want to have an on-site estimate appointment with you, but there are other reasons as well. By visiting your property we are able to:
- Verify the size of the property
- Inspect the infestation level and identify any specialty stains such as rust, paint, oil, oxidation, etc. which require special chemicals and methods to remove and are an additional charge
- Identify access or safety issues that may require special equipment or methods
- Check water supply to insure it is adequate for our cleaning system
- Document any pre-existing damages or issues such as chipped or faded paint, stains, broken glass, etc
Our “salesmen” are called Territory Managers because they do so much more than simply sell our services. Our Territory Managers are completely responsible for everything that occurs within their territory. This means that your satisfaction is their TOP priority! They are primarily a customer service representative which means that it is their responsibility to follow up with you after the service to ensure you are 100% satisfied with our work and to make any necessary arrangements to fix any issues or complaints you may have.
So what does the estimate appointment actually look like? Our trained and certified Territory Manager will arrive at your property on time, approach your front door, knock, and be ready to serve you! Once you answer the door they will greet you, introduce themselves, and then confirm exactly what you needed cleaned. They will offer you to show them around the property and point out specific areas. While we highly recommend you take advantage of this opportunity, it is not required.
In either case, the Territory Manager will take photographs and notes during the walkaround. They are looking for all of the factors listed above. These photographs are used for before and after photos in our advertising and employee training and are used during our morning huddle with the technicians to review the scope of work and make sure they know exactly what the job entails.
Most of the time the Territory Manager will use satellite imaging to measure out your properties size but you may also see them using a measuring wheel for some areas, especially when trees may be blocking the satellite image. It is important to note that the square footage measurement our Territory Manager gets from the satellite image will be significantly higher than the living square footage you may be thinking of. Don’t worry, our pricing is designed around these satellite measurements and not living square footage so your price will be accurate.
Once the Territory Manager completes their walkaround they will need some time to calculate all the pricing, complete their notes, and build you some money saving package deals. During this time they will provide you our presentation booklet to look through in the comfort of your home. This booklet will help to answer many of the questions you may still have about our company and process. Once the Territory Manager finalizes the estimate sheet they will return to your front door to review it with you. If you are comfortable with it, we ask that you allow them into the home to review the details with you in comfort, but they can certainly review it on your front porch if that is what you prefer!
The Territory Manager will, once again, ensure that they understand everything you are looking for from us and that you fully understand the proposed solution we are offering. Then they will go over the multi service packages they have put together and the associated pricing. Each estimate will vary but typically Package A will be the services you specifically requested, Package B will be anything we noticed needs attention and that we recommend you have cleaned, and Package C will be our Clean Everything Special. We are able to build these packages and, usually, provide a discount because doing multiple services at one time saves us time and money. By not having to travel from job to job throughout the day, which requires setting up and tearing down multiple times, we are able to pass on that savings to you.
It’s now decision time. Our Territory Manager will not pressure you or try any fancy sales tactics to force you into a purchase. We only offer a solution to your problem and give you the price for the solution then we leave the rest to you to decide what is best for you. Once the Territory Manager has presented you with the package options they will simply give you time to process it and arrive at an informed and confident decision. If you are able to select a package during this time, they will ask you to sign the estimate sheet and then call our Office Manager for a date and time that works for you to have the work performed and get you on the schedule. Shortly after, you will receive an email with your service appointment details to confirm, as well as, additional information about what you can expect on your date of service.
If you are not able to make a final decision during the appointment (or were not able to be present for the appointment) we completely understand! After the appointment our Office Manager will enter your estimate details into our system and email and/or text you a digital version for you to review. Over the next few weeks we will send a few additional follow up emails and phone calls to check on the status of your decision. We aren’t trying to hassle you, we just want to make sure we are serving you well. You can opt out of these emails or calls at any time by simply letting us know. You can also accept the estimate online by selecting the services you want and clicking “Accept” at the top of the screen. This will prompt you to digitally sign that you are accepting the estimate. Once that is complete, we will immediately receive a notification and will reach out to you to schedule the service.
Whether you accept the estimate on-site or need time to think it over, our Territory Manager will leave the presentation booklet and a copy of the estimate with you for your records.
As you can see, the estimate appointment isn’t scary at all. We simply want to begin a relationship with you built on mutual trust, respect, and honest communication. We look forward to meeting you soon and welcoming you to the Veteran Exteriors’ Family!