The why and how of “Thank You”
A multitude of tiny MOTs combined together will create delighted Customer Cheerleaders that will produce millions of dollars in “downstream profits!”
customer cheerleader
So should I ask to put up a carpet cleaning “yard sign”?
A Houston carpet cleaner is torn on asking his customers if he can install a temporary sign in their yard. Steve likes the concept but as always there are some pitfalls to consider …
Rewarding your real estate agent Referral “Hubs”
Why not REWARD your loyal customers and MOTIVATE them to refer your services? (Remember that if you don’t create Cheerleaders with Value Added Service NO ONE will refer you!)
Can you impress your client with a flashlight?
Home owners decide if you have done a good job or a bad job based on how they FEEL about you. So the more “care and concern” you show for their home the better. Steve shares a neat little “prop” that helps you create Customer Cheerleaders!
Pre-orient/ educate your carpet cleaning clients
Win Customer Cheerleaders by briefly explaining the cleaning process and how you are going to do it. Your goal is to give the home owner enough knowledge to FEEL in control.
How to get positive online carpet cleaning reviews
Imagine the power of a “Cheerleader on steroids” that instead of referring 5 or 6 friends actually will sell your services to thousands of strangers! Learn here how you can tactfully promote online reviews …
1 display of care plus 2 simple gifts equals guaranteed Cheerleaders
First impressions are lasting impressions. These three front-door-step Positive Moments of Truth break the ice with the homeowner and boost your carpet cleaning technician’s confidence.
Be a “Concerned Consultant” for your carpet cleaning clients
You’ve done a great job. The carpets sparkle and your customer is delighted. Now cap this job off (and create a Customer Cheerleader!) by explaining how her home can stay clean longer …
Video: How to ‘convert’ a complaining customer
Watch Steve Toburen’s interview with Jeff Cross on Straight Talk. There is even a PDF download bonus.
Adding an ‘Employee Efficiency Bonus’
Steve explains how “sharing the pain” (AND the profits) can hold your employees “accountable” while also helping them strive for perfection.
How to ‘flip’ an angry customer
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.
Why (and how) you should support your ‘front line technicians’
The tech takes the brunt of responsibility in winning Cheerleaders. How can your office staff better support your technicians?
How to (gently) promote online reviews
Promoting “word-of-mouth” referrals has always been the most effective business marketing. Online reviews are even better!
Winning Over the “Price Shopper” (Without losing your shirt!)
Cleaning your carpets on the cheap is definitely “in”. Thanks to the economic downturn (and Groupon!) even well off carpet cleaning clients are negotiating for a better price. So what’s a poor cleaner to do?
Reply to “Unspoken Questions” with “Unspoken Answers”!
All customers have questions they don’t verbalize! Read here samples of “Unspoken Questions” that are screaming away in your customer’s mind right now.