Search out your Restoration Customer’s concerns
On a Restoration Job keeping the peace comes first. See how a house plant can help you achieve this.
customer comment quality assurance form
Focus on ‘Positive Accountability’ with your employees
Positive Accountability implies recognizing and celebrating the positive achievements your technicians make. Steve gives three examples.
How analyzing each complaint can ‘tune up’ your company
A complaining customer is just a wake up call to “tune up” your company. But before you can make these positive changes you need lots of “Why, When, Where, What and HOW?” answers.
Make a ‘Quality Check’ call immediately after leaving the job
Today’s customer will post a negative online review BEFORE calling you! So get proactive by calling the client BEFORE they reach their computer keyboard!
How to (gently) promote online reviews
Promoting “word-of-mouth” referrals has always been the most effective business marketing. Online reviews are even better!
How to “super charge” your online positive reviews
Online five star positive reviews are “gifts that keep on giving”! Your challenge? Residential customers promise to review you online but forget!
Organize your techs with “Job Folders”
Make it easy for your front-line technicians to focus on making the Cheerleader by giving them all their information in Job Folders.
How can I get feedback from commercial jobs?
So are comment cards appropriate for commercial accounts? At times, yes. But Steve suggests a more “proactive approach”…
Motivating your techs with Customer “Report Cards”
Learn how to “double dip” from your customer feedback with a fun contest on “Making the Cheerleader”!
Getting maximum results from your comment cards
Getting customer feedback is vital for any business. Steve shares how you can get “maximum mileage” out of the time-honored Customer Comment Cards …
Compulsively measuring your success with customer comment cards
Most cleaners invite reviews; but not everyone examines them like they should. Steve revisits the “customer comment card” with a few modern tweaks.
How to easily get your carpet cleaning client’s e-mail address
More and more customers are guarding their e-mail addresses like the entrance to Fort Knox. And who can blame them? Here is a guaranteed slam-dunk way to pry your client’s e-mail address out of them!
Can you help me with a restoration “comment form”?
A Chicago restoration contractor wants to get feedback from his customers. Steve explains why this is such a great idea and shares some resources that are free for the downloading right here on this site …
What can carpet cleaners take away from the Toyota mess?
As a professional carpet cleaning entrepreneur you have built a great and unshakable reputation for quality. Or have you? Steve Toburen analyzes how a complacent attitude can quickly sink a recognized world leader in quality …
Thanking the home owner after a water loss?
You have finished up restoring a water damaged home. The home owner has been great to work with and the structural contractor has played ball. So what can you do to thank everyone involved? See what Steve suggests to one California SFS member that specializes in water damage restoration …