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!”
referrals
How can I keep these “inherited” carpet cleaning customers?
A grieving friend asks how he can carry on the legacy (and clientele!) of his fallen carpet cleaning associate. Steve shares some practical advice …
Why you should ban the phrase “No problem”!
When your customer says “thank you” how do you reply? Steve reminds us to “keep it positive” while reminding your client about reviewing you online.
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!)
How to gracefully flip your customer’s “Thank you”!
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.
Turn a “cold call” into a “warm call”
Everyone preaches the need to do “cold calls” to get regular commercial accounts. And yet we dread cold calls so they don’t get done. Steve shares a neat tip on how to transform these dreaded visits into “warm calls”.
Always “plant a seed” before leaving…
Sure, you will hit “rejection”. Expect it! But don’t give up easily! First, “smoke out” their true objection and try to get to “yes”. Then is you still can’t close the deal leave the door open…
Build a photo album of your most “dramatic” work
Talk is cheap- seeing is believing. Use a photo album to help your new clients “pre-visualize” your services, and the final result in their home.
So is the “Principle of Reciprocity” manipulative?
So how can you create a positive Moment of Truth out of the customer thanking you? And should you subtly encourage them to refer you to others? (Even online?) But more importantly- should you? Bill Yeadon gives both sides of the “Great Debate”.
Focus on ‘Positive Accountability’ with your employees
Positive Accountability implies recognizing and celebrating the positive achievements your technicians make. Steve gives three examples.
Looks (and smells) great? It will sell fast!
Offer specialized services to deodorize real estate and you can lock up the real estate agent market. Sweet smelling properties sell fast!
‘Atone for your sins’ with a Gift Card!
A lifetime customer is worth thousands in repeat business and referrals! Do more than “fix the problem”, win points with a gift check.
Hub Marketing Referrals- Breaking Down Barriers
In this SFS Special Report, Big Billy Yeadon breaks down the WHY and HOW of creating crosssover marketing opportunities for cleaning companies and/or restoration operations.
How carpet cleaners can “partner” with retailers
This step-by-step procedure will show you how to get local flooring stores to consistently refer your services on every carpet they install!
How to reduce commercial complaints
This simple checklist consistently guides your front-line service worker’s relationship with your clients