How to Get Referrals

How to Get Referrals
The June Westpak Tell-Tale: Referrals
by Craig Tyler

So we know it's important to get referrals, so what are the secrets of getting them? It's not that much of a secret, but for the most part, your customers will begin to give you referrals after they can trust you. To develop that relationship of trust you need to work hard for them. One way to do this is by exceeding your customer's expectations. Acknowledge special events in their lives, send or leave a note of appreciation, give them customer or referred discounts, and of course, treat them with respect.

After you develop this relationship, ask them to be on the lookout or keep in mind your company when someone has a similar need. This is essentially how you can get referrals. For most of us, we're in a relationship business. As you develop these relationships your business will flourish.

Why Bother Getting Referrals

Why Bother Getting Referrals
The June Westpak Tell-Tale: Referrals
by Craig Tyler

Referrals are by far the best and easiest way for you to build your customer base. In a straight numbers sense, referral customers cost you very little time and money to get when compared to other marketing channels. The referral typically wants to talk to you because you were recommended from someone they know. They also know what you have to offer and from what they've heard what kind of service or product you can provide them with. They are ready to make the transition to being your customer.

The Customer

The Customer
The Westpak Tell-Tale
by Craig Tyler

"To satisfy the customer is the mission and purpose of every business" - Peter Drucker

Customers are the lifeblood of our businesses. They're a major factor in whether our businesses succeed or fail. As you develop a customer friendly oriented business, you'll see your business develop into a prosperous entity. Following are some suggestions that you can use when interacting with your customers. Feel free to add some of your own thoughts on the blog.

Interacting with customers can be summed up in one word, communication. However, if you want your customers to have a good experience it needs to be effective communication. The difference is that effective communication gets things done successfully. The elements of this communication are to start off with a positive attitude, listen to the customer, respond, and ask for their commitment.

Have a Positive Attitude
Starting off with a positive attitude is a paramount in working with customers. A smile will go a long way to let them know that you are willing to help them with their needs. There's a saying when making calls that you should keep on your mind, which is "smile before you dial." The same can be true when meeting face-to-face or answering your phone too. Put your personal issues aside and get ready to meet your customers with enthusiasm!

Listen to Your Customers
When working with a customer it's vitally important to listen to them. When they're talking about their issues or concerns show them that you understand them. Watch your body language when communicating with your customers. Stand up straight, maintain eye contact, hands at your sides, don't lean or slouch when with, or speaking to, a customer, and look and act alive. After you've listened to them, make sure that you understand what they're asking for or what they need.

Respond to Your Customers
After you've listened to your customers, restate what they have said so that you're positive on what they were saying. It's important to do this so that they feel you've been listening to them. Make sure when you're responding to them you keep an eye on your body language still. Also, use their name frequently.

At this point you need to let them know what you're going to do for them. If you're selling a product, offering a job, or helping them with a concern, show them your plan of action and the steps that you'll take to get there. Once you have gone over your plan of action DO IT! That is the most important part at this stage is that you do exactly what you tell them you would do. If possible, deliver more than you promised as well. Even if it's little things, delivering more will encourage your customers to keep coming back. Remember if you can't complete what you committed to do for them, let them know right away.

Get a Commitment
Whether you're asking for the business or scheduling a follow up, have a commitment that they can make each time you speak with them. This will keep your relationship building and they'll be looking forward to the next time you work with them.

Helpful Tips:

• Use "and" instead of "but."
  • I know what you mean, but... (This verbiage typically has a negative effect on customers.)
  • I know what you mean, and... (This will change that negative into a positive experience.)
• Maintain eye contact.
• When shaking hands with multiple people, always shake the hand of the person nearest to you first.
• If possible, use the customer's name frequently throughout the conversation.
• Effectively manage your customer's expectations, and then exceed those expectations.
  

The Wand Process

The Wand Process

Westpak March Tell-Tale

By Steve Tyler

Westpak USA entered the wand business to manufacture wands that were thoroughly engineered and designed to be the best in the industry. Their wands, hand tools, valves, and spin tools are fully designed and engineered in Garden Grove, California, then manufactured to our exacting standards.

One at a Time

Many manufacturers make wands, essentially “one at a time”. Each one has the stainless steel pieces cut out one by one, and then the bends are all made one by one. When this is done they are tack-welded together, then finish welding is done, polishing (or brushed finish), then assembled with valves, and some are tested.

Consistency is Quality

Westpak invests extra money on full tooling for their wands. When a wand is designed and approved for production, it will be another few months to actually start the production process. Complete tooling is made for each part. That is, a custom tool punch is made to stamp out each part. A custom tool is also made for each part to make all of the bends. This process, while expensive, insures that each part will be made exactly the same from the first wand to the last wand. You will be able to rely on Westpak to give you the same quality products over and over again.

Added Strength and Quality

Each wand is designed with overlapping tubes at the s-bend tube connection to the head. This provides extra strength to take the many hours of stress that the wands are designed for. The wands are welded with TIG process to ensure clean defect free welds.

These wands are fully polished. Polishing does two things. First it enhances the appearance and makes the wands easier to keep clean. Secondly polishing also increases the surface hardness of the steel and makes it more difficult for welds to crack or damage to occur. So now you have a structurally sound wand, with excellent appearance and strength.

The Complete Wand

Once complete these wands are equipped with the best control valves in the industry, full stainless steel solution lines, manifolds, and spray bars, with properly sized and positioned nozzles. Once done the wand is checked under water pressure in our warehouses for strength and quality. Each wand is tested for defects, leaks, valve operation, and nozzle spray pattern. Once it has passed these tests it is sent to you ready to use.

Nozzle Knowledge

Nozzle Knowledge
Westpak February Tell-Tale
By Steve Tyler

Nozzles (Jets) are a source of confusion for many in this industry, but there are a few basic concepts that when understood will make our lives easier. First let us understand the numbers on the nozzle itself. To help us, think of a garden hose and holding our thumb over the hose. No thumb in front of the hose, there is flow, but spray distance and pressure is low. Now with the thumb over the hose, the spray can be far, even 2-5 feet. The flow is the same, but we restricted the opening to make it go farther. We can even move our thumb around to make it a small stream or a wide fan.

The Nozzle Numbers

So it is with the nozzles that we buy. A common size is a 9502. What does this mean? The number 95 is the spray angle in degrees. This angle can be narrow or wide (05, 30, 45, 65, 95, or 110). This distributes the same flow over a narrow or wide area. The next set of numbers is 02, which means the flow in 1/10 of a gallon per minute. In this example 02 means .2 (2/10) of a gallon per minute (at 40 PSI).

So if we change the nozzle to a 11002 it will be 110° wide spray pattern, but still flow .2 Gallons per minute (GPM). If we changed the nozzle to a 9503 it would flow at .3 GPM. This will give you a good basis for understanding those numbers.

Choosing the Right Nozzle

Nozzles are affected by primarily pressure and flow which are related to each other. We have discussed three variables, Angle of spray, Flow, and Pressure. How do these things work together to help us clean efficiently.

Angle of spray is largely determined by the manufacturer of a tool. In many cases if your tool has a 95° nozzle, you can move the nozzle closer to the carpet by using a wider angle nozzle (for example a 110° nozzle). Reasons to do this may be the tool design or to have more spray impact to the carpet. A shorter distance also transfers more heat to the carpet.

Flow is also a design parameter to provide enough water to the carpet to do a full rinse. Generally speaking wands are designed to flow .6 Total Gallons of water per minute to the carpet. This can be one 06 nozzle, two 03 nozzles, or four 015 nozzles. This can be adjusted for more flow or less, for the application. For example .4 GPM total will put less water in the carpet and will dry faster. Likewise .8 GPM total will rinse better, but will dry slower.

How Water Pressure Affects the Nozzles
Pressure is primarily a function of the pump in the machine. Low pressure (40 PSI) can be seen at the nozzle with a weaker spray and lower flow. High pressure (600 or 1000 PSI) will show a slightly wider angle and a very strong flow. Low pressures are used for delicate fabrics and furniture, high pressures are used for hard surfaces, including tile, grout, marble and such materials. Our tools perform better at certain pressures, and specific nozzle angles and flow.

Replacing and Maintaining Your Nozzles

Remember the example of using the hose to clean your car, and putting your thumb over the opening. In some places it cleans better with more pressure and a smaller stream, like cleaning the wheels. So it is with cleaning carpet. More pressure will agitate the soiled carpet better. Using the correct nozzles will help this also clean better.

Nozzles can actually wear out! Look closely at a nozzle opening of a nozzle that is new compared to one a year or so old. The old one will have a bigger opening and maybe deformed. It will show lower performance and maybe an irregular spray fan and more flow. Nozzle openings erode and get bigger with flow and pressure over time. This should be checked at least monthly. Nozzles should be changed about every 1000 hours or even less based on your particular conditions.

Note that nozzles are made of either Brass or Stainless Steel. Brass will wear faster. Stainless Steel is harder and will last much longer than the brass nozzles. A good upgrade is to change to SS nozzles.

In Conclusion…
Nozzles need to be cleaned, and wands need to be clean also. Clean with vinegar or a proven cleaner. Nozzles should never be cleaned with drills, pins, or hard objects as it will damage the precision opening. Clean with a wooden toothpick is a good choice, with water.

Clean tools and nozzles give better performance and present a better image to your customer.