Sometimes we can get so obsessed with creating POSITIVE Moments of Truth we forget all about avoiding the NEGATIVE ones. Remember that it takes 12 positive MOT’s to recuperate from just one negative MOT. So obviously you get a great “return on investment” by focusing on Procedures that help your employees avoid negative Moments of Truth. That being said, ponder the following reality. Right now, thousands of negative Moments of Truth are being created by thoughtless service professionals recklessly speeding on the way to their next job! Don’t let your carpet cleaning/restoration technicians be among them …
When approaching an intersection in a company van, always stop slightly behind the car next to you. This will give the driver an adequate sight line to pull out in traffic without having to wait for you to move. There are few things more frustrating than having a large vehicle block your view so you can’t pull into traffic. Remember, we’re talking a vehicle with your cleaning company’s name on it! The public will never consciously notice this courteous Moment of Truth, however they will definitely notice the lack of it when you block their view!
A good reminder. Always promote the general philosophy of “courteous driving” when on the road in a company vehicle. After all. When you yield to an oncoming vehicle your next Cheerleader might be driving it! Plus driving courteously is also much safer too! NOTE: One great way to add “Employee Accountability” is through GPS tracking of your vehicles in real time. These systems can be programmed to alert you every time your employees exceed the speed limit or run a red light. Or you can fall back on the good old “How is my driving?” sign on the back of the van with the vehicle number posted.
P.S. It is fine well and good of us to TALK about educating your cleaning Technicians to be attentive to wearing Customer’s Eyeglasses and Value Added Service; but is it really changing the way your people see and interact with the customer? The Value-Added Service Technician Cleaning course has been designed specifically to transform your Techs into customer referral marketing machines.