Create positive client feelings right from the git-go with a simple clipboard. Small touches like this display a “Sense of Urgency” and communicate security to the client.
Tag Archives | moment of truth
A proactive cleaning and restoration contractor can beat winter challenges with these key steps!
Clients sing your praises when they have been super impressed with your work. How can you make this happen today and EVERY day?
Organize and control your company’s Moments of Truth with these free tools.
This simple checklist consistently guides your front-line service worker’s relationship with your clients
The best, fastest and by far cheapest way to grow your business? Develop delighted Customer Cheerleaders who preach your praises to everyone they meet.
What are “Valid Business Questions”? Steve gives sample questions to help you build confidence with the customer and make the sale.
Don’t get tripped up with price quotes, keep the conversation going with my two-step “How much?” reply. Here’s how it works…
How can you make it simple for your techs to influence how the customer FEELS about them? Here’s one simple, powerful tip.
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.
A multitude of tiny MOTs combined together will create delighted Customer Cheerleaders that will produce millions of dollars in “downstream profits!”
Clutter is a fire hazard, a Negative MOT and even worse it breeds… more clutter! So here is a No-More-Clutter Checklist
My guess is that every day you (and your employees) are just “barging in” on people without “knocking”! Use this courtesy question to get permission first.
Reciprocity just means you do something nice for someone without explicitly requiring they return the favor.
When your customer says “Thank you” at the end of your job, how should you respond? I suggest flipping this exchange into a positive Moment of Truth with this reply.