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SALES CLOSING BRIEF: Raven House Management Contract For: Tabraiz Tanveer Client: Rob (Raven House Management) Call: Thursday or Friday THE SITUATION Been with us: April 2025 (temp contract, now going permanent) Current rate: £160/week for 2 blocks + stairs Client sentiment: LOVES the work, wants to formalize The blocker: Board concerned about 40% cost increase vs. previous provider WHAT ROB SAID (His Exact Words) "Quality is very good—significant improvement on Chequers. But costs are up 40% and the board is asking questions. Can we discuss pricing for an annual contract? Also need a quote for one-off all-floors deep clean." Translation: He wants to say yes. His board needs convincing. THE REALITY CHECK What Chequers Delivered: Weekly hoover only Missed cleans (regularly) No deodorizing, no sanitizing Carpet damage accumulating Poor resident experience What We Deliver (£160/week): Comprehensive weekly cleaning Zero missed cleans (guaranteed) Deodorization & fragrance Antibacterial sanitization on all touchpoints 2x monthly deep stair cleans Entrance maintenance (leaf sweeping) Professional carpet care Result: Protected asset, happier residents, fewer complaints The core message: He's not paying 40% more for the same thing. He's getting a completely different level of property protection. HOW TO CLOSE THIS Opening (Build Rapport) "Hi Rob, thanks for getting back to us. Look, I manage sales and negotiations for the team, and I wanted to touch base personally because we're genuinely excited about formalizing this with you. We're branching out and growing, and Raven House is exactly the kind of partnership we want to build long-term. The board's concerns about pricing are fair—let me address that directly." Frame 1: Reframe the Conversation "Here's the thing—you're not paying 40% more for the same service. Chequers was cheap because they weren't maintaining your property. We are. That's a fundamentally different investment. Think of it this way: you could go back to weekly hoovering and save money, but you'd be back to missed cleans and carpet deterioration within months. Is that worth saving £25 a week?" Frame 2: The ROI Argument "Your board's concerned about costs rising. I get it. But what's the cost of NOT maintaining your property properly? Accelerated carpet wear, reduced property value, resident complaints, higher turnover. We're preventing that damage. That's the actual ROI here." Frame 3: Lock In Stability (The Closer) "Here's what I'd propose: let's commit to a 12-month contract at £160/week with no price increases. That gives your board budget certainty, removes the pressure to constantly re-tender, and gives us the stability to invest in your property. Everyone wins." If He Pushes on Price "I hear you. Let me take this back to the team—this is exactly the kind of conversation Niah and JT need to stew over. But Rob, I'd be honest: reducing the rate would mean reducing the service. We know your ground floors and first stairs need weekly attention. Dropping to bi-weekly would reverse everything we've built. Let me loop back with you by [specific day]." If He Wants Frequency Reduced "I'd push back on that gently. Your footfall patterns are heavy on those areas. Weekly is what's kept things as clean as they are. Going bi-weekly would show within weeks. Let's keep the frequency, lock in the rate, and explore other options with the team." THE ONE-OFF DEEP CLEAN ( carper aggistation and deep mug out of the carpets) we have done this once in the summer for them at a low cost of 500 for two blocks £250 per block pretty cheap) When he asks for the quote: "Absolutely. I'll get David—who's now managing the site for us—to do a proper assessment Thursday and send you a detailed quote. For two 4-floor blocks, you're typically looking at £400-600 depending on current carpet condition. Honestly, this should probably be done quarterly to keep everything in peak condition. Want to explore bundling that into an annual package?" IF YOU CAN'T CLOSE IN ONE CALL Don't try to close everything. If he pushes back: "Rob, I hear the concerns. This is important—let me take this back to Niah, JT, and David. We want to get this right. I'll follow up with you by [day] with some options we think work for everyone." KEY REMINDERS FOR TABRAIZ ✅ Hold the line on £160/week - we've earned it ✅ Emphasize the Chequers gap - that's your leverage ✅ Offer stability through contracts - that's what boards want ✅ David is your secret weapon - Rob trusts him ✅ Mention we're growing - signals we're serious ✅ If stuck, loop it back to the team - no shame in that ❌ Don't negotiate down ❌ Don't reduce frequency ❌ Don't get defensive about price DESIRED OUTCOME ✅ 24-month contract at £160/week (minimum) ✅ Deep clean quote delivered (£400-600 range) ✅ Quarterly deep cleans discussed as add-on ( this could just be a deep wipe down do just pick his brains) just to make it clear we give him this anyways , each month we do a deep wipe down on everything. ✅ David confirmed as dedicated site manager ✅ Foundation laid for future services (carpet cleaning, boiler work) REMEMBER Rob wants to say yes. His board is the obstacle. Your job is to give him the language and evidence to convince them this isn't a cost increase—it's a smart investment in property maintenance.