Sales Team
Playbook
Daily rhythms, stain confidence, and the philosophy behind every conversation — so the team stays sharp, honest, and consistent.
Chapter 01
Daily Schedule
The daily rhythm that keeps leads warm, jobs paid, and the pipeline moving — every day, without having to think about it.
7:30 AM
Send out morning messages to new leads — form submissions (all), missed calls and annual reminder SMS replies
8:00 AM
Make outbound calls in 5–10 minute increments — leads, follow-ups, bookings
10:00 AM
- Chase any unpaid jobs
- Chase any majorly overdue invoices
- Check stock levels
- Check team calendar events are organised properly
Every Thursday
Transaction check and organise team days
2:00 – 4:00 PM
Follow up on leads sitting in the sales pipeline
Chapter 02
Stain Confidence
Use this when assessing a job on-site or quoting over the phone. Set expectations honestly — confidence is what earns trust.
Wool
High Confidence
Water stains, slime, gum, fresh urine, tannins (coffee/tea) under 12 months, wine under a couple of weeks, blood, food
Low Confidence
Coffee, urine, wine, ink, old urine, paint
Permanent
Baking soda / alkaline damage, general dye or fibre damage, some urine discolouration, rust, tanning lotion
Synthetic
High Confidence
Water stains, fresh urine, tannins (coffee/tea) under 12 months, wine under a couple of weeks, blood, slime, food
Low Confidence
Old urine, paint, ink
Permanent
Rust, tanning lotion
We never guarantee stain removal — but we don't undersell our service either. Be upfront about confidence level before you start.
Chapter 03
Sales Philosophy
What we believe about the work, and how we carry ourselves while doing it.
What we believe
- 01 Our goal is to educate — help people understand our services and the real benefits of each option, so they can make a confident decision.
- 02 Our services sell themselves: we offer a genuinely good service that produces great results, and people are happy to pay for premium quality.
- 03 Many customers see the value in getting a premium deep clean as they see great value in having a clean home (regardless of income).
- 04 Many people will see real value in protecting and maintaining expensive furniture and flooring investments.
Tone of voice
Polite and engaging, always. Even when a customer changes their tone or becomes rude, we stay ourselves and continue to treat people well.
With difficult customers, we speak the truth in love — direct with the hard facts, gentle in approach. We lead with empathy and seek to understand the full situation before responding.