So what is the single biggest emotion your new customer feels as they wait for an unknown cleaning technician? FEAR! That’s right, home owners are scared to death! (And given the horror stories about carpet cleaners who can blame them?) The big national carpet cleaning franchises have responded by advertising “we don’t use sub-contractors” and “we do background checks.” But you can beat them at their own game! For example …
All employees (including owner/operators) should wear photo ID badges at all times. These badges help calm your customer’s fears and are also great advertising. My employees would even get stopped on the street and asked for a business card. So give all your employees their own personalized business cards on their first day at work! (What a great “Employee Moment of Truth!”)
All this leads to our Bonus TIP: Use technician photo ID badges that have a pocket on the back to store a small quantity of business cards. Or you can glue a pocket on the back of your existing badges. The business cards will be within easy reach at all times and are kept neat and dry. Also don’t forget to give each technician a pocket-sized card holder to carry when off duty.
NOTE: Just Google the phrase “Photo ID badge” to see a wide gamut of online sources. (One company that SFS Members recommend is Full Identity.) Prices run around five bucks per badge. By the way, always buy two badges for each worker and keep one in reserve at the office. It’s inevitable that employees will lose/forget them!
Steve Toburen
P.S: So what “customer reassuring tips” have you implemented in your daily operations?
Just one simple, practical quickTIP like this just might transform your business. Now imagine a new one arriving every week! So if you’re not already signed up for these weekly QuickTIPS, do so now.
This week’s FOCUS: Jump start your social media marketing
How carpet cleaners can dump their “Facebook guilt” forever …
So … can you really get carpet cleaning jobs from Facebook?
Move your cleaning website to the top of Google’s Local Listings
How to get positive online carpet cleaning reviews
Social Media for over 35 (and counting) carpet cleaners!
How “Duct Tape Marketing” can help a small carpet cleaner …
Download: Advertising on Facebook For Carpet Cleaners
Download: How to dominate Google Places for carpet cleaners – step by step!
Also new this week:
- Meg’s Story: Moving forward by “letting go”! (Part 8 )
- QuickTIPS: A simple card to warn and soothe your customers
- The importance of “trust” in cleaning and restoration
- “Leverage” more plumber water damage referrals
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I like this idea. I am going to start this policy yesterday. They will have there badges first thing in the morning. That is a great idea. Thanks
I sure appreciate your comments AND your enthusiasm, Mike. The big thing that keeps your SFS team going after 15 years together is the plain joy of helping people find success in their lives. So your feedback is invaluable.
Steve
PS It is amazing how often the simplest things (like I.D. badges) will have the greatest results. I love giving people an “ah-ha” moment!
Mike – I see you’ve been crusing the site and have lert a few post on some previous quicktips. If you think the ideas here are great, you will be blown away by going to SFS. You really should check it out.