The Proper way to answer Carpet Cleaning Calls

How to Properly Answer the Phone for Carpet Cleaning Business Success

Answering the phone might seem like a simple task, but in the carpet cleaning business, it’s a crucial skill that can make or break a sale. Many competitors fail to do this properly, which provides a unique opportunity to stand out. By handling calls professionally, providing clear explanations, and offering additional services, you can increase your chances of securing more bookings and maximizing customer satisfaction as well as your own profit.

1. Actually Answer the Phone

It might seem obvious, but many carpet cleaning businesses let calls go to voicemail. This is a big mistake. When potential customers call, they often want immediate answers and will simply move on to another company if they don’t get a response. By answering the phone promptly, you eliminate the competition and improve your chances of securing the job.

2. How to Win Customer beyond pricing

Customers appreciate responsiveness. For example, a recent caller from Bethlehem, PA, expressed gratitude simply because I answered the phone when other cleaners didn’t. Something as simple as being available when they need you can make a lasting impression and give you an advantage over competitors who ignore calls. I also mention my own frustration when trying to get contractors for my own home and always strive to ensure that I treat people the way that I like to be treated. This simple validation can put the fact that you are a quality company with quality workers so that you are not just competing on price!

Also it is very important to use all the assets you have earned to gain customer trust and not compete on price. My company Lehigh Rug Service has been in business since 1958 mentioning this certainly helps customers realize our value but even more important is our over 200 4.9 star google reviews!

All our reviews are written by our customers and I and my staff are often mentioned by name. Asking if customers have seen our reviews often prompts them to say yes and that is why they called! I then have more confidence to move forward with my pricing structure which is never going to be the lowest nor do I want it to be!

3. Clearly Explain Pricing Structure

Many national chains and smaller carpet cleaners use room-based pricing as a way to lure customers in with low prices, only to increase costs once they arrive. They might claim larger or dirtier rooms require extra charges under the label of “restoration.” I take a different approach by explaining to customers that we charge based on square footage of cleanable area. This means they only pay for what we actually clean, avoiding hidden fees and also use this time to explain how and why we don’t want to move heavy furniture and gain acceptance by saying you don’t want to pay us more to steam carpets that are already clean as no one walks on them!

4. Provide a Transparent Price Range

Instead of quoting a flat rate, I provide a price range, letting customers know that we will measure the space upon arrival. This approach reassures them that they won’t be overcharged and builds trust. I start by asking the address and then based on the homes total square feet and the rooms to be cleaned I can give a price range of $75-$100 from top to bottom

5. Educate the Customer on Our Superior Cleaning Process

Many carpet cleaners use detergent in their trucks and simply scrub the carpet, but this leaves behind residue that attracts dirt and can fade carpet color over time. I take the time to explain that our three-step cleaning process which helps carpets get cleaner and stay cleaner longer

6. Describe the Three-Step Cleaning Process

To reassure customers about the quality of our work, I explain our detailed process:

• Step 1: We spray a soap-free emulsifier onto the carpet, which helps break down dirt.
• Step 2: We use a buffing technique that agitates the carpet fibers, ensuring a deeper clean.
• Step 3: We finish with steam cleaning, which removes both dirt and detergent, leaving carpets truly fresh and residue-free.

By breaking it down in simple terms, I help customers understand why our cleaning is more effective than standard methods and also helps justify our pricepoint.

7. Introduce Additional Services After Booking

Once I book the job, I introduce two optional add-ons that enhance the customer’s experience and increase our revenue. These extras are presented as valuable upgrades, rather than upsells, ensuring customers feel they’re getting the best service possible.

8. Offer an Enzyme Deodorizer for Pet Owners

If the customer has pets, I suggest our enzyme deodorizer. This is sprayed onto the carpet and buffed in before extraction, helping eliminate pet odors at their source. The cost is typically 10–15% of the job price, making it an affordable but worthwhile upgrade.

9. Explain the Benefits of Stain Protector

I also offer stain protector, which helps carpets resist future stains and wear. Customers appreciate the long-term benefits, and I price this service at 15–20% of the total cleaning cost. By positioning it as a smart investment, I increase the likelihood of them adding it to their service I also price it fairly compared to competitors as it is a win-win for both sides.

10. Provide Final Instructions and Payment Preferences

Before wrapping up the call, I ensure customers know what to expect:

• The arrival window, so they can plan accordingly.
• How long the carpet will remain wet, reducing unnecessary worry.
• My preferred payment method (check) to minimize credit card processing fees, while still offering credit card payments as an option.

By addressing these details upfront, I create a smooth experience and avoid potential misunderstandings.

11. Express Gratitude and End the Call Professionally

Finally, I always thank the customer for their business. A simple “Thank you, we appreciate your trust in us!” leaves a positive impression and reinforces their decision to choose our service. Ending the call professionally ensures they feel valued and confident in their booking.

By following these steps, you can enhance your phone communication skills, build trust with potential customers, and increase your bookings. Small changes — like answering the phone promptly, explaining your process clearly, and offering add-ons at the right time — can make a big difference in securing more business and standing out from the competition.