Jon-Don's Strategies for Success- Marketing, Pricing and Management for Carpet Cleaning, Restoration, and Janitorial

Don’t let “the customer’s problem become your problem”. Implement this little QuickTIP before your spring rush and avoid doing an “unpaid water damage loss” for a very ticked off and wet client!

One timid carpet cleaner asks Steve if he can “charge more” for those last minute and late night commercial jobs. Steve replies, “Well, it all depends …”

Don’t you just hate those nasty call-backs and complaints after you are convinced you left the carpets looking great? (Especially when the customer wasn’t even there when you did the work! Grrrr …) Here is one great way to pro-actively solve this problem before it even starts …

Should you say you are sorry even when it is not your fault? Southwest Airlines’ “recovery system” is just one of the many reasons why they are king of customer service AND make money as their competitors go broke. What does your company do when “it” hits the fan?

A lifetime customer is worth thousands in repeat business and referrals! But remember that just “fixing the problem” won’t keep your client after a big screw-up …

Dealing with upset customers can take a lot of time and patience. Is it worth it? Absolutely. Follow these three steps to diffuse and convert a tense situation.

A Big Sky country janitorial business owner gets cold feet over his carpet cleaning endeavor. Steve reminisces on his days getting started in the carpet cleaning industry and points to light at the end of the tunnel. We all had our first cleaning job, didn’t we?

Fixing complaints is more about good communication than it is about your technical cleaning skills. To turn a bad situation into a positive Moment of Truth you need to do more than just remove the spot. Here’s how to fix the REAL issue …