Hey, here is an immediate, professional Moment of Truth that anyone can do! (My very favorite type of MOT.) Taking immediate action whenever the customer points out an area of concern should be a reflex reaction for you and your techs. Here is one way to do it …
Use a “tag gun” with 3” barbed tags to mark the location of urine contaminated spots for odor control. Follow the steps in Jon-Don’s Pet Odor Removal DVD, but especially if you are pre-inspecting (as you should be) the job. “Shoot” a tag into the carpet to mark each spot as you find it. If the spot is large draw a map with measurements on the tag. When completed just snip off the plastic barb at the base down by the carpet backing. (Be careful not to cut carpet tufts at the same time.)
Wonderful! Nothing makes a homeowner happier than to see the Technician take their concerns seriously. And this Procedure really does help production too. Just be sure to ask permission (and explain what you’re going to do) before you go around “shooting” tags into the customer’s carpet. No one is going to tell you no, but remember with Value Added Service we ask permission for everything.
P.S. How do you make acknowledgment of the customer’s concerns? Please share your techniques below in the comments.
P.P.S One gentle request. Remember that this free QuickTIPS service depends on all our members sharing their Techniques, Ideas, Procedures and Systems. (Cute acronym, huh?) So please, drop us a line at sfs@StrategiesForSuccess.com or go to our on line form to submit your quickTIPS