Home owners love technicians who love pets!
You can’t go wrong focusing on customer’s kids and pets. Steve shares how he programmed in some “pet positive” Moments of Truth into his technician’s daily routine …
Steve Toburen
The ‘why and how’ of avoiding NEGATIVE Moments of Truth
Negative moments of truth kill word of mouth marketing. Start creating cheerleaders today by avoiding these mistakes.
‘Careful Cleanliness’ pays off for contractors!
It’s all about how the customer FEELS about you and homeowners LOVE “clean”. That includes your vehicle, equipment, employees and YOU!
Help your clients ‘feel good’ about the condition of their home!
How many times have you had a residential carpet cleaning customer apologize to you for the condition of her carpets? This can be treacherous ground. This week’s quickTIPS shares a great response that will turn a negative in to a great positive Moment of Truth …
Tuning up your ‘Front Door Routine’
So you’ve arrived on time, introduced yourself and you’re even wearing your photo I.D. badge. Now what?
Are you a ‘gambler’?
Life is a gamble every day. And starting/ building/ running a small service business even more so! How can you improve YOUR safety net … ?
‘Atone for your sins’ with a Gift Card!
A lifetime customer is worth thousands in repeat business and referrals! Do more than “fix the problem”, win points with a gift check.
Never give up on a phone prospect!
Instead of meekly giving up when your prospect says, “Let me check with my husband/ wife/ boss” etc. you reply…
Why you should obsess over every single phone call!
Treat each phone call like the golden opportunity it is!
Don’t give up after they go with ‘someone else’!
All salespeople need to know how to deal with rejection. It is part of the process… Steve shares his favorite tips to overcome rejection.
Why ‘full confession’ is always best …
There will always be unsolvable problems in your customer’s home or business. How can you avoid endless callbacks to “fix the unfixable”? Here’s a simple reminder …
Make a ‘Quality Check’ call immediately after leaving the job
Today’s customer will post a negative online review BEFORE calling you! So get proactive by calling the client BEFORE they reach their computer keyboard!
How to (gently) promote online reviews
Promoting “word-of-mouth” referrals has always been the most effective business marketing. Online reviews are even better!
Can you have the ‘best of both worlds’?
Can you find your profitable “Sweet Spot” in the cleaning and restoration industry without hiring full-time workers?
WHY (and HOW to) START building a ‘Critical Mass Business’
Steve offers 5 tips to start growing into a CMB today.