In our QuickTIP last week we focused on the negative Emotional Dynamics customers feel with strangers working inside their home. Your first time clients especially feel vulnerable, scared, suspicious and more than a little bit invaded as you are cleaning their carpets. So this week’s QuickTIP focuses on the most private area of the home- the customer’s bathroom! Here are a few TIPS out of the SFS Operations Manual:
1. Don’t use the customer’s toilet unless absolutely necessary. IF you absolutely must “go” and there are no alternatives, ask permission first. (If possible, always stop at a gas station between jobs to go to the bathroom and “freshen up”.)
2. Be sure to flush the toilet, PUT DOWN THE LID (women are big on this!) and clean up after yourself.
3. Never use the customer’s hand towel. Wipe your hands on your pants or even better, bring in a towel from the truck to use.
4. Tell the customer “thank you”!
NOTE: Always ask to use the guest bath, NEVER the “ultra-private” master bathroom.
Ahh, the horror stories I could tell you folks on employees using the customer’s bathroom. I was tempted to start making my field employees wear a catheter! But saner minds prevailed!
Steve
P.S: Tap into the collective “Moment of Truth” wisdom of the Strategies for Success program. Every week we share an insightful tip like the above. So if you’re not already signed up for these weekly QuickTIPS, do so now.
This week’s FOCUS: Spice up your Spring marketing efforts
Spring is just around the corner …
Targeting the right “spring” market age group
“Can I really handle a home show?”
Do you consider yourself a Salesperson?
What to present at a “ladies club” meeting
Are door-to-door sales visits effective?
Brand Sense- marketing through the Five Senses
Download: The Big Money in Home and Trade Shows
Download: Carpet Cleaning Inspections that Sell!
Also new this week:
I get a kick out of the tips you are currently sending. Some keep me laughing all day long.
Glad to add some humor to your day, Mike!
Steve
PS And yet, seriously, one thing we learn at SFS is to never over-estimate what your employees are capable of. Some techs seriously don’t have a clue on stuff that you automatically think is a no-brainer. Your job is to “Make It Easier To Do It Right Than Do It Wrong” including proper toilet etiquette in the customer’s home. 🙂
The recent tips are great even if its already common practice. Keep up the good word.
Grant