Focus on ‘Positive Accountability’ with your employees
Positive Accountability implies recognizing and celebrating the positive achievements your technicians make. Steve gives three examples.
Steve Toburen
What is your biggest ‘Business Struggle’?
Your workers are the ‘wild card’ in your continual game of ‘business poker’. And yet I (finally) learned how to get the odds on my side with just six words…
Don’t ‘negatively surprise’ your workers!
Previously I shared how much I hated to be “surprised” by an employee. But it is only fair that you don’t surprise an employee either.
Tweak your weekly staff meeting
What do your employee’s take away from your staff meetings? Give them some homework.
Why you need to ‘convert’ EVERY call! (Part 2)
Let’s do a ‘deep dive’ into the true cost of you not converting even one potential customer (lead).
Why you need to ‘convert’ EVERY call! (Part 1)
Your phone ringing will be a total waste of your time and money unless you obsess on this fact…
‘Lead Conversion’ is essential!
Don’t be surprised when your ‘very best’ employee quits!
Even the best employee quits. What can you do? Take action now by changing the way you look at hiring and employee development.
How analyzing each complaint can ‘tune up’ your company
A complaining customer is just a wake up call to “tune up” your company. But before you can make these positive changes you need lots of “Why, When, Where, What and HOW?” answers.
How to ‘convert’ an angry client into a Cheerleader!
Fixing a complaint just gets you “even” with your client. Why not invest a few minutes more and create a “Turbo Cheerleader” while you are there anyway?
The WHY and HOW of fixing a complaint QUICKLY and CHEERFULLY!
Fixing complaints is more about good communication than it is about your technical cleaning skills. To turn a bad situation into a positive Moment of Truth you need to do more than just remove the spot. Here’s how to fix the REAL issue …
How to ‘flip’ an angry customer
Dealing with upset customers can take a lot of time and patience. Is it worth it? Absolutely. Follow these three steps to diffuse and convert a tense situation.
SFS: ‘Winning over your caller’ online LIVE seminar!
In my online SFS: Winning over your caller! seminar on November 10th from 10:00-1:00 (Eastern Time) you’ll get guaranteed solutions to your profit-crushing phone problems.
Renovating your customer’s garage floor is a great ‘ASO’!
Would you like to easily make an extra $75.00 to $150.00 per customer AND leave the home owner delighted? Steve shares a vision he received while watching Big Billy Yeadon “spinning away” …
Reassure your clients with a ‘call-ahead’!
Learn from an experienced Arizona carpet cleaner how to consistently creates positive Moments of Truth before your Technician even reaches the customer’s driveway.
Success means being EXACTLY ‘on time’!
A great way to be different from your competition (and create an incredible Moment of Truth) is to knock on their door EXACTLY ON TIME!