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Desperate carpet cleaner or smart niche marketer? Don’t “order” your clients around! Search out your Restoration Customer’s concerns How to get positive online carpet cleaning reviews Creating Cheerleaders through courteous driving … Efficiency and safety through labels Turn a “cold call” into a “warm call” Dealing with the “How much?” question… Motivate your cleaning employees with a weekly contest for Scotchgard “up-sells”! Feature your “Turbo Cheerleaders” online! Banning the “E-word”- Help your prospective customers focus on more than price! Beware of “Heightened Awareness Syndrome” Always “plant a seed” before leaving… Words you hate to hear: “Oh… is that all? I thought it would be MUCH more!” A simple card to warn (and soothe) your carpet cleaning customer Build a photo album of your most “dramatic” work Be a neighborhood “Good Guy”! Painful but very productive Boost your technician’s morale! Help honest cleaners stay honest with “Employee Accountability” 1 display of care plus 2 simple gifts equals guaranteed Cheerleaders Give away “booties” and make a Cheerleader! ‘Pre-introduce’ your techs to your client BEFORE they arrive! “Progress Photos” Improve Restoration Customer Relations Personal hygiene wins Cheerleaders Build morale with “Date Night” certificates! Never leave a commercial cleaning account’s door unlocked again … Big Brother is watching… How to perform “triage” in major water damage events New cotton “towels”! Carpet cleaners should never use (or say the word) “rags” on the job! Laugh more, enjoy each day AND your great carpet cleaning career! Use foam block ‘bumpers’ for moving furniture with ‘care and concern’ Surviving winter’s challenges! Be a “Concerned Consultant” for your carpet cleaning clients Sell more ASO’s by “fading away”… Don’t let ’em get away! Close more sales with “flexible payment” options Help out a local kid while you save time, money AND irritation! Keeping your equipment shiny and pristine! Do you follow a 5-Step introduction sequence? Place your Air Movers correctly to get more residential carpet cleaning work HOW (and WHY) to raise your prices! Can you be ‘too busy’? Help your workers to stop ‘limping’! How to increase your employee’s self esteem The why (and how) of firing a marginal worker Why (and how) to reward your staff with Employee Recognition How to achieve ‘Balanced Efficiency’ on a residential job Slow down- sell more! Keep your techs busy by ‘reaching out’ to customers! How to do ‘Serendipity Selling’ People (including your staff) LOVE money! ‘Clearly defining expectations’ for your employees How to ‘prep’ your customers for extra-charge items. Don’t let THEIR problem become YOUR problem! Fewer jobs… more money? Analyzing your ‘3-Future-Goals’ Always Ask a ‘Courtesy Question’ ANSWER YOUR PHONE! ‘Pre-orient’ your employees with these 4 Core SFS Principles! When, why (and how) to FOCUS on a new hire… How to sell more protector from your cell phone! What’s on YOUR phone? How to protect your truck mount from freezing Refocus on ‘profits’ instead of gross income! ‘Gently nudge’ clients to review their TECH! Our best SFS ‘Lead Conversion’ TIPS! Implement winter ‘comfort procedures’ for your customers Adjusting your Phone Format(s) for the Pandemic Benefiting from ‘Positive Peer Pressure’ Adding an ‘Employee Efficiency Bonus’ Focus on ‘Positive Accountability’ with your employees Don’t ‘negatively surprise’ your workers! Why you MUST ‘convert’ EVERY lead! (Part 3) Why you need to ‘convert’ EVERY call! (Part 2) Why you need to ‘convert’ EVERY call! (Part 1) Don’t be surprised when your ‘very best’ employee quits! How analyzing each complaint can ‘tune up’ your company How to ‘convert’ an angry client into a Cheerleader! The WHY and HOW of fixing a complaint QUICKLY and CHEERFULLY! How to ‘flip’ an angry customer Renovating your customer’s garage floor is a great ‘ASO’! Reassure your clients with a ‘call-ahead’! Success means being EXACTLY ‘on time’! Give your clients multiple chances to buy ‘Additional Service Options’! A few reminders on ‘staying small’… How to achieve success as an owner-operator! Don’t let ’em get away without a fight! Why you need to ‘sell yourself’ to a job candidate! How to hire the ‘Very Best People’- Part 2 How to hire the ‘Very Best People’- Part 1 ‘Recruiting’ the Very Best People (Part 3) ‘Recruiting’ the Very Best People (Part 2) ‘Recruiting’ the Very Best People (Part I) STOP ‘settling’ for less than the ‘Very Best People’! Closing the sale after they say, “Let me check with…” How to close the deal in a video chat ‘pre-inspection’. Training new employee(s) in the age of COVID-19… How to do a ‘pre-inspection’ by video chat ‘No Contact’ and/or ‘Contact Free’ pre-inspections Marketing during COVID-19 Will you be ‘shrewd’ or ‘inexperienced’? Yep! It’s time “to squat on one’s heels”! The why (and how) of ‘WAPR’ Do you know your ‘Business ABC’s’? COVID-19 and your business… Looks (and smells) great? It will sell fast! Tap into the ‘real estate agent referral’ market! Get ahead of the curve with your spring cleaning rush! ‘Clean up’ BIG TIME with Spring Home Shows! Why (and how) ‘Just popping in’ selling can transformed your life! Should you ‘suck it up’ and do what you HATE, dread and despise? Challenge your new ‘Very Best People’ techs immediately! How to develop ‘loyal’ employees… Should you branch out into water damage? The why (and how) of the ‘3-Legged Stool’ Business Model! Going forward by looking back at 2020? Do you look forward to your day? The ‘why’ (and ‘how’) of courteous business driving How to make your ‘moving billboards’ memorable! The ‘why’ of business vehicle signage… Winter safety reminders BEFORE the snow hits! Book winter work now to stay busy all year round STOP making business decisions ’emotionally’! The Good, the Bad and the Ugly of Residential Cleaned and restocked vans… ALWAYS! Why (and how) you should support your ‘front line technicians’ Encourage teamwork with ‘a day on the truck’ Why ‘not knowing something can’t be done’ can be a good thing! Your two word sales objection busting reply! Never ‘accuse’ your prospect of having a “problem”! Home owners love technicians who love pets! The ‘why and how’ of avoiding NEGATIVE Moments of Truth ‘Careful Cleanliness’ pays off for contractors! Help your clients ‘feel good’ about the condition of their home! Tuning up your ‘Front Door Routine’ Are you a ‘gambler’? ‘Atone for your sins’ with a Gift Card! Never give up on a phone prospect! Why you should obsess over every single phone call! Don’t give up after they go with ‘someone else’! Why ‘full confession’ is always best … Make a ‘Quality Check’ call immediately after leaving the job How to (gently) promote online reviews Can you have the ‘best of both worlds’? WHY (and HOW to) START building a ‘Critical Mass Business’ Are you STILL ‘hiding out’ on the truck? The why (and how) of the ‘Busyness Trap’! STOP procrastinating on firing a bad employee! Part 2 STOP procrastinating on firing a bad employee! Part 1 Keep your trucks clean and organized Watch out for ‘internally ruptured’ hose faucets this spring! Analyze, Divide and CONQUER! (Part 2) Analyze, Divide and CONQUER! (Part 1) The why and how of ‘less’… Closing the sale with Steve’s 3-step ‘AFO’ sequence How to ‘Creatively Empathize’ with a Price Shopper Quit living ‘in fear of the few’! Stop falling behind…! How to get more regular commercial work! My TOP FIVE ‘Let’s git ‘er done!’ QuickTIPS! Surviving service vehicle winter driving Help your commercial accounts save on their 2018 taxes… “What happens IF…?” Empower your employees to follow PPE procedures HOW to ‘stay in contact’… Your ultimate networking tool! How to put real estate agents and mortgage brokers to work for you! Get more work by ‘giving more’ to charity! Get the jump NOW on winter challenges! Avoiding the “silent killer”! (Carbon Monoxide) Use a ‘Winter-time-excuse’ to ‘reach out’ to your clients. Surviving the upcoming “Dark Days” of winter! The how (and why) of ‘Shared Company Goals’ Award Great Attendance How to make your clients feel ‘special’! Expand your network of business contacts Why (and how) you should dramatically increase your ‘marketing funnel’! How to STOP ‘Customer Erosion’! Why (and how to) remind your clients who you are! Your employees feel they deserve a regular pay check! BUMMER! What progress will you make… TODAY? Don’t just ‘shoot ’em a price’! Share your ‘recommendations’! ALWAYS submit 3 (or more) ‘Price/Frequency/Zoned Area Options’! Using “Show and Sell” to get new commercial accounts! New protector promo videos! How to convince impatient callers to leave a message Step-by-step BEFORE you knock on the door! Smiling is contagious … Make the Cheerleader in ONE Minute (Or Less!) ‘Mentor’ new hires for new employee retention ‘What could happen’… ? Don’t let cold weather whip you! ‘Publicly Praising’ your workers is also GREAT marketing! How to make cash rewards ‘talk’ even louder! A clipboard gives you “Instant Respect”! Seven words that book more jobs! Take action now to make your receivables easier! Analyzing your wins… and your losses How to “super charge” your online positive reviews What to do NOW to save your company this winter! How to keep your stuff running Implement a Production Day Sheet- Part Three Implement a “Production Day Sheet”- Part Two Implement a “Production Day Sheet”- Part One Organize your techs with “Job Folders” How to ‘stage manage’ your employee’s job routine How to improve your “set-up routine” Less trips out to the van = more efficiency/money in your pocket! A utility cart for more efficient truck re-stocking Stop “desperation re-ordering” once and for all! Why (and how to) ask permission BEFORE “intruding”… How to answer when the Decision Maker “isn’t available” Why (and how) you should use “VBQ’s” with your Initial Contact How to “work with” (not against) the Gate Keeper How to overcome commercial inertia … First impressions last! Why (and how) you should use an employee profile Don’t “take the money and run”! How (and why) to “intensely manage” your sales management Sales tools to “make it easy” for your sales staff Commercial production is all about “efficiency”! How to gain “Open Access” on commercial accounts Give your commercial prospect the “open access” option How to convert wild guessing into an accurate commercial bid Your most valuable tool is … ? Steve’s “TOP TEN” Good Manners List Drive safely to win more clients! How to create repeat customers Sell carpet protector BEFORE you show up at the job! Can you sell protector even BEFORE they call you? Motivate employees with more than “just a pay check” Encourage your employees to “earn more”! How to ‘compete’ for the Very Best People! “Prevention” is a great winter time tool! Hire for the “Ghost Position”! Start ‘getting off the truck’ while you are still having fun! Creating Cheerleaders with clipboards Set up “automatic” client communication! Price commercial work better How to respond to a “price request” Simply ‘inform’ instead of ‘selling’ A 5-Step “PreInspection Format” Seven smart reasons to make a pre-inspection ‘Pre-inspecting’ vs. ‘Immediate Pricing/Booking’ Punctuality implies not being too “early”… How to avoid being “surprised” with negative online reviews! Please… look “downstream”! Should you offer “Same Day Service”? What’s on your phone? Words can destroy … YOU! Git yerself efficient! “Only the paranoid survive!” Learn to anticipate problems The why (and how) of ‘tuning up’ your business… Reply to “Unspoken Questions” with “Unspoken Answers”! Put on your “Customer’s Eyeglasses”! Why (and how) to not “hire in a hurry”! Do your clients think you are a “bait and switch” company? They can’t buy if they don’t know about it! More profit now and a “guaranteed client” 12 months later! Do you give your people the time they need? Help your customer spend more money on each job Will your clients sing your praises online? The Employee Profile Page helps break the ice! (Part Two) Breaking the ice! (Part One) How to break down the commercial and restoration “smoke screen” Quote your highest priced package first! Develop “Referral Partnerships” Use this residential maintenance program for “guaranteed” clients! Forward Scheduling fills your schedule a year in advance! How could your carpet cleaning customer forget about you? Why (and how) to get repeat business … Why grow into a ‘Critical Mass Business’? Do more cleaning while you are already on-site! Steve’s Top 5 “Grow Your Business TIPS” Your SFS Team’s TOP 5 Sales TIPS Back to basics with ‘Moments of Truth’ (Part 3) Back to Basics with “Service Systems” (part 2) Back to basics with ‘just one thing’… Get your staff up-to-speed on Insureds NOW! How to increase your client’s ‘ASO Awareness’ Should you “up-sell”? So should you ‘get small’? (Again!) Wanna ‘Grow Your Business’? Great! Let’s get started! Communicate the week’s priorities Get more by giving more… You be nice to me and I’ll be… Using the “Triple F” Reply Clear, Honest, Open Communication is the key! “Clearly defined expectations”= less problems! Words are so very powerful! Keep a reserve of great candidates! How to give “public recognition” How to improve your videos Can you create a “picture”? “Assuming” can be a good thing Making the Cheerleader- EASILY! Keep it simple, sweetheart! Using your vans to recognize great employees “Differentiate” your company with videos Show me the money! – 3 Show me the money! – 2 Show me the money! – 1 How to “clearly define” everyone’s expectations! Can you negotiate DOWN while keeping your profits UP? How to deal with a ‘Procrastinating Prospect’ So how are those New Year’s Resolutions going? Hmmm…? Timid cleaning and restoration contractors have skinny kids! Dump your “Fear of Rejection”! Our TOP TEN “QuickFix” Business Solutions Yet another Steve’s TOP TEN List! Stop sending broken items back out into the field How to resolve 90% of your TM issues… immediately! Include a “waiting time limit” in your voice mail Why (and how) to market to your commercial account’s employees Give your clients the “why and what” Why you must ask “Valid Business Questions” Never argue “cleaning methods” with a client! I loved my “duckbills”! The Simple “1-2 Cheerleader Punch”! Stop sending broken/unsafe equipment back out on the job! Don’t “surprise” me! Transform a complaining client into a Cheerleader- Part 3 Transform a complaining client into a Cheerleader- Part 2 Transform a complaining client into a Cheerleader- Part 1 Differentiate your company with a DYNAMITE guarantee! Quit using your cell phone to check what time it is! Gently ‘encourage’ marginal employees to move on! Do a ‘Trial Hire’ BEFORE you ‘propose’ to a job applicant Offer Priority Appointments to “lock in” your clients! The why and how of “Thank You” Display your ‘care and concern’ with “Immediate Action”! End your “missing tool” problem forever! No more clutter in your service truck! Organize your truck for efficiency No more wasted trips to the service truck! Use the “Stickiness Principle” to be more efficient in your company Give your customer multiple ‘reminder options’ Laughing your way through sales calls? Make a ‘Preemptive Strike’ on your client! Grab those “BF’s” and “PUD’s” Frozen pipes = Big money IF you “do it right”! Steve’s TOP TEN QuickTIPS of 2013 Use “Creative Scheduling” for commercial accounts Close the sale with “Reciprocal Giving” “Seeing” is selling… How to gracefully flip your customer’s “Thank you”! Rewarding your real estate agent Referral “Hubs” Giving more “R&R” to your employees Protect your customer’s floors WHO is your worst enemy? And WHAT to do about it! Your greatest business challenge? ‘Displacement Activities’! Texting for “permission to call” Stop “looming” over your customer! Consider part time instead of full time workers Let your customer CHOOSE their reminder frequency and medium “Immediate” website response pays off big! Help your client remind you about carpet protector! What’s in YOUR “pipeline”? A great business card “Moment of Truth” Got more time than money? Reciprocal giving with FREE ‘Lifetime Spotter’ Why you should ban the phrase “No problem”! “Card” your new employee immediately “Bribe” your on-call techs! Can answering your phone be a negative thing? Never “bicker” over how you measure “Modularize” your on-site work Make a new employee into a Cheerleader Getting paid to do a demo? Ban the phrase “Traffic Lanes” Cut your stress with Red Tags! “Strategic Partnerships” cover your back! Quit making your last minute callers feel guilty! Get them out from behind the desk! Never “present”- RECOMMEND! Always be “on time”! Make your first impressions stand out Dealing “up front” with winter’s woes Increased online communication means less problems Use ‘cloud storage’ for client information sharing Your website address MAY be more important than your phone #! Never present a “contract” for signing Develop a dedicated “water loss landing page” Cleaning up by “doing good”! “Show and tell” with an In-Line Filter Restoration: Breaking through the PSP barrier? Making your Photo ID badges even better! Creating Cheerleaders with “Magic Squares” Better than a business card? Respect your client’s “Personal Space” Capture your employee’s creative ideas How to recover from a service blunder Words Do Matter (Part II) Words DO matter! Make a “day before” phone call Cautiously addressing the client in her home Praise employees AND promote your company “Making it easier” by using pocketed folders Sell more commercial accounts with a “DSM” “Where are all the good employees?” When does your over-the-phone sale start? Asking permission creates great Moments of Truth Always “do extra” but never do it “for free”! Focus on your technician’s shoes! Spring “Open House” marketing Carry all your small items in a rectangular bucket Avoiding the “Mirror Test” in hiring employees Win over adjusters with better communication Simply ‘apologize’ to get new clients! Silently remind your client about buying protector Divide your water losses into two “phases” TOP TEN #1: “Make the Cheerleader” TOP TEN #2- Make More Money by “Selling Less” TOP TEN #3- Develop “Tollbooths” TOP TEN #4- Make MORE $$$ by “Booking LESS” Cleaners AND restorers: Sell more protector! TOP TEN “How to Make More Money” #6: Develop niche services TOP TEN List Idea #7: Pre-orient your client on how to spend more! TOP TEN List Idea #8: Get more efficient on the job. TOP TEN List Idea #9- Travel smarter. TOP TEN: “Make More Money From Each Job”- By charging MORE! “Breaking bread” brings your team together Write their name down IMMEDIATELY! Creating low-cost “little marketers” Cleaning carpets in winter- YUCK! Parking your truck safely and efficiently Winning over a traumatized fire or water damage client! A lesson from dentists and quick-lube shops The power of your “Positive Reflection” Your best carpet cleaner “parting lines” … Motivating your techs with Customer “Report Cards” Getting maximum results from your comment cards Can you impress your client with a flashlight? Do the right thing! In life and on the job. Pre-orient/ educate your carpet cleaning clients Market to “underserved” carpet cleaning sectors Avoiding the “broken machine with the client watching” nightmare! How to get carpet store’s cleaning referrals … Compulsively measuring your success with customer comment cards Giving “options” means $$$ for YOU! Love cleaning customers … and their dogs! The right hoses= better extraction/ faster work When you help the client you help yourself! The best (and cheapest) employee motivation? Recognition! “Carefully Clean” technicians create Cheerleaders! Two carpet cleaning techs instead of a solo employee? Hiring the ‘right’ cleaning and restoration techs Get expert “local” marketing help Create Cheerleaders by winning over the kids! Create Cheerleaders by respecting the home owner’s privacy Give your clients the “Illusion of Control” Five bucks to get ‘started off right’ with home owners! Simple tricks to make more money- RIGHT NOW! Network with local plumbers for more water damage referrals Keeping carpet cleaning safe in the winter cold! Cleaning kid’s car seats creates Cheerleaders! How to easily get your carpet cleaning client’s e-mail address Keeping it all together: The Customer Information Kit Employees blossom in a family atmosphere Add “Technician Accountability” with Job Site Inspections What does your van say about your business? Avoid negative cell phone Moments of Truth Forward schedule to make life easier for your repeat clients Throw in the towel and keep your phone ringing! A new twist on the oldy-but-goody Scotchgard “blotter card demo” … A high class technique to create restoration Cheerleaders Give your carpet cleaning techs tools to sell more carpet protector Make it a “horse race” with your carpet cleaning door hangers … Tweaking a great carpet cleaning marketing tool: “The refrigerator magnet”-Part II Tweaking a great carpet cleaning marketing tool: “The door hanger”-Part I Create Customer Cheerleaders by making friends with their children … How a “simple act of human kindness” can pay off big time with a fire and water damage restoration customer! Carpet Cleaning Chemicals: always measure to save money and time Dramatically increase your carpet cleaning profits with this “protected with Scotchgard” question! Create a great Moment of Truth BEFORE you ever start cleaning their carpets … Poker chips create positive ‘Moments of Truth’ in a carpet cleaning pre-inspection. A great “prop” to explain why worn areas don’t respond well to carpet cleaning Is it time to move away from the venerable carpet cleaning wand? Yes and no … Never “oversell” the Scotchgard application to your residential carpet cleaning customers Avoiding problems with multiple carpet cleaning price promotions … Cut your home owner complaints by placing this “Spot and Stain Card” after the cleaning! A carpet cleaning “Job Essentials Bag” cuts extra trips to the van! Adding this “Extra Services Check List” will promote “Additional Service Options”! Give your fire and water damage insureds a tasty way to remember you! A phone not answered is money lost! How professional carpet cleaners can get local small business consulting … FREE! A truckmount without carpet cleaning chemicals onboard is just a really heavy anchor! Communicating despite challenges over the phone … Doing “something extra” after cleaning her carpets … Evaluate me please … Get out your video camera Mark troublesome pet odor spots before cleaning the carpet Make the “News” in your city … Our Melting Pot Society It’s getting cold outside Keep track of what matters most Seeing is Believing Win the carpet cleaning cheerleader with a sweet reminder Help your employees “do good” in the community Switch places with the Customer Good manners go a long way Make it personal Add a human touch to your Newsletter Extra-curricular activities create family feeling … Take action with an “attitude of care and concern” when the customer speaks Just one more way to “set yourself apart” … “Forward Schedule” your carpet cleaning appointments! Use your employee’s “mugshot” … Constantly communicate your company values Maximize your on-the-job presence Do the job right Little tasks, big MOT’s Chart your employees way to consistency Dry away your sweaty palms of nervousness
Didn’t have time to read while on IPhone but can’t wait to get back to office to read!
Smart move, Billy! I love our QuickTIPS but even I wouldn’t want to read all of them archived at the same time on an Iphone! Please chime in with your comments and suggestions. Welcome aboard!
Steve
PS Don’t forget our continuously running QuickTIPS contest. I’d like to see your ideas. As I always say, “We’re all in this together”!
This will be a really big help to get all of the training that I need in one place, instead of running around the country. Thanks, and I will be in touch soon and often