“80% of how the home owner decides if you did a good job or a bad job is based on how they feel about the person actually doing the work.”

Funny, isn’t it?  Your residential client’s “Value Decision” is based almost entirely on the “Emotional Dynamics” of the loss!  Your challenge is to script your employee’ actions around the 80% Principle.  In other words, you and your people must focus on building a professional relationship with your customers.

Now for you as an owner and/or manager this rapport building with clients should be almost instinctive.  (If it isn’t you might want to consider a career change!)  But where the “rubber hits the road” (and where the battle is won or lost) is that vital interaction between your technicians and your customers.

This “Moment of Truth” checklist structures the job so that while the home is cleaned your employees are also giving the home owner positive Moments of Truth- fleeting positive impressions that add up subliminally in your client’s subconscious.

The result?  At the end of the job you have not only have produced a sparkling clean home but also a delighted Customer Cheerleader!

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