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

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?

As the rock and roll song goes “the best things in life are free.” And when it comes to marketing, good PR is “priceless.” Add human pathos and emotional content to the PR and you have reached the mountaintop!

Everywhere you go and every commercial transaction you make should be examined with your “Customer Eyeglasses”. For example, notice what Steve took out of a recent (and very sudden) sojourn to Brooklyn, New York …

American Airlines was once the largest airline in the world and it now is struggling to survive. Anyone that has flown them over the past year could see the signs- in the AA employees! So can you learn an important lesson from AA’s sad example?

When there is a problem with a customer do you handle it immediately? Or do you take the low-profile route and let your office staff or technicians face the heat? Big Billy Yeadon tells us how Southwest Airlines handled a stressful situation recently …

Similarities between airline travel and carpet cleaning?? You better believe it!

OK, OK, Steve doesn’t like American Airlines. But all airlines and all big business are not ALL bad. Let’s look at two of my favorites …