Especially for women the type and condition of the shoes worn say a lot about an employee. So it is important to control and monitor tech’s shoes AND their condition.

Strike a deal with a local shoe store so your employees can select from a range of approved quality work shoes.

So who pays? Sorry to say it but very likely legally you are on the hook! The good news? If you buy the shoes THEN you can specify your employees must wear them.

NOTE: Your investment in professional shoes will be easily recouped by the negative Moments of Truth you avoid. How? By banning the typical dirty, worn out, flapping sole “technician tennis shoe”!

Once your employees are properly shod make sure their shoes are consistently clean and shining:

1.  Place a stand-up electric shoe buffer by the back door. (With a mirror placed at floor level behind it.)

2.  Make sure each truck has personal shoe shine pads (like the ones found in motels) on board.

3.  Add a shoe shine check to your “Employee Accountability” spot checks.

4.  Don’t forget to wear shoe covers and especially so on the newly cleaned carpets. Even better, give the homeowner a pair for every family member. But even with the covers your employee’s shoe condition counts.

NOTE:  My thanks to Ian Thomas of Jan-King, Bushey Herts, England for this great reminder.

If you are hosting videos of your carpet cleaning prowess on your website (and you really should be) then PLEASE make sure the tech running the cleaning wand has clean, shined shoes!

So my challenge to you:  Look (I mean really look!) at your employee’s shoes. My guess is it will be a scary experience! Now think about your customers enduring the same view…

So what in-home dress and grooming details do you focus on?

Steve Toburen

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

Also new this week:

• Introducing SFS QuickFIXs – Simple solutions that pay off BIG
• What kind of listener are you?
• Spring “Open House” marketing
• Can you give me a “Just Starting Out” checklist?
• “Batting lessons” for business owners- Part 2

And springtime is when people get the itch to buy a new home.  So market this special offer to your real estate agents:

Book a full house cleaning with us and we’ll include a FREE “touch up” carpet cleaning after your listings first “Open House”.

By getting the home owner your special offer “free bonus” touch-up carpet cleaning the real estate agent is now a hero. Plus the home will sell faster and for more money.

Remember, this touch up cleaning will take you very little time.  (Probably dry vacuuming in the traffic areas with a bit of extraction cleaning at the home’s entrance.)  Even better, with the lock box code you can do both cleanings on your schedule AND when you are in the area.  Everyone wins!

NOTE:  Ask the real estate agent if you can leave some business cards on the kitchen counter. Or even better a small sign that says:  ”Take a free Spotter for Life bottle with our compliments.” Now everyone that walks through the open house will take your custom labeled Spot Out bottle with your name, phone number and website!

This free touch up cleaning offer is a great way to grab real estate agent’s attention and break into a new market. So give it a try and report back here with your results.

Steve

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

Also new this week:

• Can you give me a “Just Starting Out” checklist?
• “Batting lessons” for business owners- Part 2
• Carry all your small items in a rectangular bucket
• Strategies for Success Seminar- April, 2012 (Jon-Don Dallas, TX)
• “Batting lessons” for business owners- Part 1

One way to get more efficient? Just make fewer trips to the truck. Yet you still need all your small tools/chemicals with you. You’ll achieve both of these goals when you …

Load all your spray bottles, spotters, tamping brushes, groomers, towels and micro-fiber mops into a rectangular 6 gallon bucket. Now all your small items are carried in one trip and stay with you during the job.

So why not use the old reliable- a five gallon bucket? Because a rectangle is much more efficient volume-wise than a round bucket. A six gallon rectangular bucket will carry more, stow better in your truck, not tip over and be easier to lug around!

Now a question for you … how do you get more efficient on the job? Please share your tips with your buddies “down in the trenches”. As I always say, “We’re all in this together!”

Steve Toburen

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

Also new this week:

• Strategies for Success Seminar- April, 2012 (Jon-Don Dallas, TX)
• “Batting lessons” for business owners- Part 1
• Avoiding the “Mirror Test” in hiring employees
• Do you PLAN your marketing?
• Become a “partner” with your adjuster

Ask yourself:  “Would I have this person over for dinner?” If you don’t feel comfortable socially with an individual WHY would you send them into your client’s homes?

Even more importantly, analyze all of your current (and future) employees with Steve’s Deep-Down-In-Your-Gut-question:  “How would I feel about this technician working alone in MY home with MY wife?” And once again, if you don’t feel good about someone being alone with your wife then WHY would you inflict them on your trusting customers?

NOTE:  I realize this stuff is not the happiest subject.  But some (many?) of us are in denial on a few of our employees.  For an example of the very real moral, ethical and financial penalties of sending marginal service technicians into your client’s homes just CLICK HERE.

So what hiring tips can you share in the Comments Section below?

Steve Toburen

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

Also new this week:

• Do you PLAN your marketing?
• Become a “partner” with your adjuster
• How can I get the BIG property management accounts?
• Hey Business Owner: “Who’s your boss?”

Remember, your adjuster is rated by how fast they move paperwork and close the loss.  (Plus you are their eyes and ears with the Insured!)  Soooo…

Use a cloud storage service (like DropBox) to give each of your adjusters an exclusive secure “shared folder” and you will become an even more valuable “partner”!

Just build a separate folder for each loss and then insert photos, measurements, daily progress reports and most importantly the Insured’s “concerns” in the adjuster’s shared folder.

Your adjuster will have 24-7 access to this very valuable resource and he or she will come to view you as an essential ally.  Plus the more documentation you provide helps both the adjuster and you to justify your billing.  (Your adjuster doesn’t remotely care how much you charge as long as they can justify it!)

NOTE:  If you do commercial carpet cleaning or janitorial work this same “shared folder” tip works great for property managers. When you provide a stream of non-intrusive information they can access on their own schedule PM’s will appreciate you as a “Strategic Partner”.

Of course, remember your #1 technique for Making the Cheerleader out of an adjuster will always be to “bring peace to his valley”. (I can’t imagine a more adversarial job than being an insurance adjuster!)  You’ll become a “Peacemaker” by focusing on the Emotional Dynamics of a traumatized restoration customer.  So always “Make the Cheerleader” out of the home owner and your adjuster will fight to get you the loss!

Steve Toburen

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

Also new this week:

• Hey Business Owner: “Who’s your boss?”
• “Apologize” to get new clients!
• Want to diversify into concrete floor prep?
• Skills to be a better business owner (Part 3)

1.  After finishing the job make sure your photo ID badge is visible and ring the neighbor’s doorbell. When they answer the door, smile, clearly introduce yourself and say…

2. “We just finished cleaning Mrs. Jones carpets across the street and I wanted to apologize for our machine’s noise.” (The home owner probably hasn’t even heard it.)  Now hand him or her a bottle of Spot-Out and say…

3.  “To make it up to you please accept this free bottle of Spot-Out carpet spotter.  With this bottle you get free lifetime carpet spotter for life.  Any time you need more spotter just call our number on the label and we’ll replace it free of charge.” (Pause here and you will be amazed how many people ask you to look at their carpets “while you are here”.)

4.  If the home owner doesn’t invite you in just thank them for their patience and tell them to have a good day. (If you are asked to inspect the carpets be sure to put on a set of shoe covers.)

This “apologizing for our noise” technique works on so many levels: a) You now have a “hook” (an excuse) to knock on the neighbor’s door and b) you are making a positive impression on your prospect plus c) you are gifting them something of high and lasting value that d) has your contact information on it and will “stick around” for a long time.  (And all for a little over a “buck a bottle”!)

In fact, many of our SFS members have converted this Five Around into a “block around” and are knocking on every door within earshot of their truck mount!  They tell me almost invariably they get at least one job immediately plus are sowing the seeds for many more in the future.  (Home owners love the FREE Lifetime Spotter concept!)

Steve

NOTE:  Please don’t forget those dangerous “ruptured-over-the-winter” hose faucets lurking out there.

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

Also new this week:

• Thinking about diversifying into concrete floor restoration?
• Skills to be a better business owner (Part 3)
• Silently remind your client about buying protector
• “Should I buy a marketing package?”
• Frustrated with the “new” generation of employees?

Stick a Scotchgard logo decal to every one of your “corner guards”.

Now your corner guards will be silently selling Scotchgard for you on every job! This concept of subtly “pre-orienting” your clients about carpet protector works great.

There are so many ways to routinely remind your customers about Scotchgard:

1.  Include the Scotchgard logo on all your paperwork and brochures.  Why not piggyback on to the billions 3M has spent building Scotchgard into a brand name?

2.  Email your customers a “How To Get Ready for Us” checklist and include a link back to your web page explaining the home owner’s carpet protection options.

3.  All technicians should wear a “Ask me about Scotchgard” button.  Once again, it is all about silently and routinely reminding your clients about protecting their carpets.

Of course, you should still ask every customer, “Would you like me to ‘re-apply’ the Scotchgard protective finish?” You will be amazed how many people will say “Yes”!

NOTE for fire and water damage restoration contractors:  Don’t forget that Exactimate has a line item for re-applying the carpet protective finish:  CLN-FCCPC (Depending on your location Xactimate currently allows $0.16- $0.20 per foot for protector application!)  99% of your adjusters will automatically approve re-applying protector and you’ll Make More Money!

Steve

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

Also new this week:

• “Should I buy a marketing package?”
• Frustrated with the “new” generation of employees?
• Divide your water losses into two “phases”
• Strategies for Success Seminar- March, 2012 (Jon-Don Chicago, IL)
• 3 more “required skills” for entrepreneurs – Part II

“I can’t believe you charged me $4,000.00 to suck up the water! If I had known how much you were going to charge I would have BOUGHT NEW CARPET!”

WOW! One moment I was a knight in shining white armor! Then suddenly I was magically transformed into a blood-sucking leech! The problem? My failure to communicate before hand that MOST of that $4,000.00 was for mitigation and simply wasn’t available for buying them new carpet. So I made this issue go away by starting to:

Divide the water loss into two phases. We placed “emergency services” such as extraction, pad removal (if needed), tearout, contents moving and drying equipment rental under the heading “Damage Containment Phase”. Then the re-installation and cleaning of the carpet and the “reapplying” of the ScotchGard was put under a “Restoration Phase” heading.

We even gave our techs an Initial Water Damage Containment Phase Estimate form for more accurate pricing for this first phase. So now the tech simply said,

“Mr. Jones, we don’t know yet what all it will take to restore your home. But we do know we need to get Lake Erie out of your living room and dry the structure to prevent further damage! So I’m going to fill out this Damage Containment estimate form on what this first initial phase will require. Then 2 or 3 days from now you can meet with your insurance company and my boss and decide on the next steps.”

BINGO! Now right up front the home owner understood that about 80% of the total loss would be required whether the carpet was replaced or not.  So now the client realized that he or she only had around 800 bucks for new carpet instead of the full 4,000 dollars.

Even better- we shifted the stressful “Will I get new carpet out of this?” question to later in the process. AND I placed the confrontational “installing new carpet vs. restoring the old carpet” issue squarely on the shoulders of the adjuster where it belonged.  After all, the adjuster doesn’t depend on the home owner signing off on his check!  So let him be the bad guy!

Steve Toburen

NEXT WEEK’S QuickTIP: A creative prop for promoting Scotchgard protectant.

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

Also new this week:

• Strategies for Success Seminar- March, 2012 (Jon-Don Chicago, IL)
• 3 more “required skills” for entrepreneurs – Part II
• Gaining “Open Access” on commercial accounts
• Why can’t customer service always be this easy?
• What % of gross should I be spending to capture new clients?

BUT when you have to call the customer to stay late for the carpet cleaning you become an “irritation”.  And as an irritation you simply won’t keep the account long!  So you need to …

GET THE KEY!  However, many commercial accounts are reluctant to hand out a key for a monthly or longer interval between services.  So here is how you get the key.

First, when writing up your proposal always include at least three different pricing options:

Write up your highest price as an “As Needed” service. This option is for what I called a “Resurrection Cleaning” as in they simply can’t stand the carpets anymore so they call you!  (Which is very likely the scenario facing you at the initial cleaning.)

But then always include two more lower-priced options for a regular cleaning program.  (For example, you might quote a monthly service at 35% off of the initial cleaning price and discount every-other-month price by 25%.)

NOTE:  If I REALLY wanted the account I would “seal the deal” by offering the initial cleaning at the lower contract regular service price!  Now here is “the key to the key”.  (Forgive me!)

In your proposal call your discounted prices by the term “Open Access” as in “Monthly open access cleaning”.

Upon proposal approval walk the job with your contact as you fill out the Commercial Job Profile. As you start to walk away do your “Columbo Close” by turning to the manager and casually saying, “Oh … and I’ll need a key.” Now one of two things will happen…

1)  Your contact will say, “OK, but I’ll need to get one made.” You now pull out some tabbed “prop keys” and reply, “Actually I was just on my way to the locksmith to get some keys made for other accounts.  If you will loan me your copy I will have it back to you in half an hour.” (This way you don’t make many fruitless return trips waiting for a key copy!)

2) Or they will say, “You can just call us and we’ll have someone meet you here for the cleaning.” (Don’t fall into this trap- it is the Kiss of Death!)  You now reply, “Ouch- you’ll note that seriously discounted price I gave you was for what we call “open access” which gives us more flexibility and saves so much hassle and work for your people on meeting us.”

Now SHUT UP and you will be amazed how many people cave in and you GET THE KEY!

Steve Toburen

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

Also new this week:

• Why can’t customer service always be this easy?
• What % of gross should I be spending to capture new clients?
• TOP TEN #1: “Make the Cheerleader”
• So what “Success Skills” are you lacking? (Part I)
• Is Marketing Getting Harder?

Obsess over making a “Cheerleader” out of each and every customer!

Sure, it is a no-brainer that a Cheerleader is going to extol your virtues to dozens of her friends and business associates. (And now your “Cheerleaders on Steroids” can easily “sing your praises from the roof-tops” to 1,000′s of prospects online!) But Cheerleaders not only sell more jobs for you …

They also are delighted to buy more products and services from the company (YOU) that they have come to know and love. (In fact, my Cheerleaders would search out areas and items for me to clean! It was almost like they didn’t want me to leave!)

So you really don’t have to “sell”- you just need to Make the Cheerleader and they will sell themselves! In fact, I tell every Strategies for Success seminar:  “When you make the Cheerleader everything else takes care of itself.” (And that includes “add-on sales”!)

So HOW do you create these essential Cheerleaders? By focusing on the Emotional Dynamics of the job- and at first glance it isn’t pretty. After all, what negative customer emotions are lurking in your first time client? Go ahead- list them out…

If you included such emotions as suspicion, nervousness, vulnerability, feeling trapped and invaded and above all being SCARED TO DEATH then congratulations! You have a great set of Customer Eyeglasses! But all too often carpet cleaners and restorers focus ONLY on “gittin ‘er done” (production) and completely ignore their client’s traumatized feelings.

So want to MMM on each job? Then program into your cleaning routine little “customer reassuring” Moments of Truth actions that send counter-balancing positive emotions. I could run on for pages listing these babies out but this IS supposed to be a “QuickTIP”! So I’ve listed out 45 positive Moments of Truth in a Residential Carpet Cleaning Checklist. And it is a free download for all our SFS site readers!

NOTE:  We haven’t forgotten our restoration contractors either. Click here for your free Restoration Moment of Truth Checklist.

So what Moment of Truth “actions” do you program in to your work routine that put your customer at ease and “Make the Cheerleader”?

Steve Toburen

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

Also new this week:

• So what “Success Skills” are you lacking? (Part I)
• Is Marketing Getting Harder?
• TOP TEN #2- Make More Money by “Selling Less”
• SFS Seminar- February, 2012 (Atlanta, GA)
• The owner won’t sign over the insurance check- HELP!
• You just never know who is calling …