The ‘why and how’ of avoiding NEGATIVE Moments of Truth

The best, fastest and by far absolutely the cheapest way to grow your cleaning or restoration business? Consistently develop delighted Customer Cheerleaders who preach your praises to everyone they meet!

NOTE: Don’t even get me started on how online five star reviews (left by enthusiastic Cheerleaders) can transform your business! Sure, you can (and should) read my 7 step system HERE to supercharge your 5 star reviews. BUT none of this stuff will work is you don’t ‘Make the Cheerleader’!

WARNING: If you just want to ‘suck rug and git paid’ instead of focusing (and obsessing) on “Making the Cheerleader” I strongly suggest you bail out of this industry quickly!

In SFS Training you’ll receive 100’s of systems and procedures to create positive Moments of Truthbefore even ringing the bell and also during that critical first minute between your tech and your client. IF you deliver enough great Moments of Truth (MOT’s) your customer will almost always become a raving Cheerleader for you- guaranteed!

BUT remember these subliminal MOT’s add up OR subtract in your customer’s mind. That’s right! MOT’s can be either positive OR (cue up the foreboding music!) negative! Which are more powerful in your customer’s subconscious? Here’s a hint:

Every negative MOT you create wipes out 12 positive MOT’s!

avoid negative moments of truthWOW! So obviously you and your techs should avoid negative moments of truth like the plague! (And especially in today’s online world!) So here’s my TOP TEN “DON’T checklist” on avoiding these negative moments of truth. (True confessions time! Over the years my techs committed ALL of the following sins! GRRRR!)

1) Don’t hang out in the truck after arriving. Get out of the truck immediately! (Or even better initially park in the street.)

2) Don’t cut across the grass. Seriously? OK, you know to walk on your customer’s lawn. Do your technicians? Is this (and every other action on the customer’s property) carefully scripted out… step-by-step?

3) Don’t wear sunglasses on the job. (Leave ’em in the van! Your customers doesn’t want the Blues Brothers in their home!)

4) Don’t intrude in their personal space. (After ringing the bell back up!)

5) Don’t “barge in” and take over. Instead, give your client the Illusion of Control by tactfully interviewing them with an outline on a clipboard. (This stuff works!)

6) Don’t text/ talk on your cell phone in front of your customer. (Better to leave it in the truck!)

7) Don’t display ‘unusual interest’ in your client’s “portable possessions”. As in asking, “So how much d’ya think your gun collection would bring at a pawn shop?” (Yes, I actually had a tech ask my customer this question! It did not go well…)

8) Don’t use your customer’s toilet. And if you must, ask permission first and leave their restroom spotless! (NEVER use the master bath- ONLY the ‘guest bath!)

9) Don’t talk in a language your customer doesn’t understand in front of them. And finally… (my blood pressure is rising just remembering this stuff!)

10) Don’t leave anything other than a clean or restored home! This includes a) oil stains on their pristine driveway, b) hair balls left from cleaning off your wand or rotary extractor, c) a nice abstract design burned into your customer’s lawn from your hot solution line and especially d) don’t leave any little “gifts” floating in their toilet!

And yes, my techs screwed up on ALL of the above TOP TEN negative moments of truth! OK- I’ve been brutally honest on MY MOT failings! Now it’s YOUR turn! Share your negative customer MOT’s in our Strategies for Success: Growing Your Business Facebook Group!

NOTE: You don’t have to be a SFS Training graduate to join (and learn from) thousands of your fellow cleaning and restoration contractors in our ‘Growing Your Business’ Facebook Group! This very well-mannered bunch really will help you in… well… ‘Growing Your Business’! After all, we’re all in this together!


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