Leaving a void on the truck …
When the boss decides to start working on the business instead of on the truck, this leaves a gaping hole … Such are the pains of success!! Steve offers his insights.
Steve Toburen
Give away “booties” and make a Cheerleader!
Lots of carpet cleaners wear surgical type shoe covers (“booties”) in the home. But very few WOW their client by offering the home owner their very own booties!
‘Pre-introduce’ your techs to your client BEFORE they arrive!
Improve the relationship with the customer by focusing on calming the typical fears a home owner has about a new, unknown (and possibly very strange) carpet cleaning technician walking into their home. Read and IMPLEMENT this quickTIP …. please!
Ready to tear my hair out …
It’s just tough to build a “real business” without adding employees. In this industry, without employees, chances are all you will ever own is a very good “job”.
“Progress Photos” Improve Restoration Customer Relations
Disaster restoration can be very adversarial. Yet it also offer the biggest potential profits out there. Use progress photos to improve communication.
How can I help? Should I?
The homeowner/ carpet retailer relationship is a difficult and thorny one. Then along comes an unsuspecting carpet cleaner who just wants everyone to get along …
Personal hygiene wins Cheerleaders
Make your employee’s first impression on the homeowner a positive one.
Don’t get caught in the middle between the adjuster and the property owner …
It is always a tough relationship between the policy holder and the insurance company. Your job is at least partly to keep all parties happy. One hapless Kansas mold remediation contractor got caught in the middle. Steve gives him some hints on how to stay out of this trap in the future …
Build morale with “Date Night” certificates!
All of us work better with goals AND rewards. So what perks (other than money) can you offer your employees to recognize/reward them?
Why and how to promote Scotchgard on your website
A Minnesota carpet cleaner asks how he can easily promote Scotchgard protector on his website. Steve shares one great resource and an even better promotional idea …
Never leave a commercial cleaning account’s door unlocked again …
Nothing is worse than a raving angry call from a regular commercial carpet cleaning customer who discovers your crew left his or her business unlocked all night! Stop this particular nightmare forever with this week’s “quickTIP” …
Show me the big, easy money …
A few reflections on the many routes to success in this business. I would vote we go by water …
Big Brother is watching…
Hidden cameras, intercoms, even an open window can all lead to BIG negative Moments of Truth. Keep things on the straight and narrow by reminding your people that they are constantly being observed,
Should I “stoop to the level” of my cut-throat carpet cleaning competitors?
After moving to Georgia a carpet cleaner is finding it difficult to get the old cash flow started again. Instead of screaming “Get out there and sell!” Steve says to begin at home with the old-fashioned concept of “frugality” …
How to perform “triage” in major water damage events
When you have many losses to choose from you should pick your most profitable “sweet spot” losses using these questions.