Steve Toburen 
Equipment breaks down. Its part of production and nature of our industry. It’s OK. But continously sending damaged equipment back into the field is NOT ok. Here’s how to break the cycle…
This Customer Concern Follow-up Sheet will salvage the customer while providing valuable feedback for your company.
Let’s wrap this series up with my one-two punch that will make a complaining customer absolutely fall in love with your company.
No matter how good you are a few clients will STILL complain. (And you can only HOPE they call you instead of nailing you on the Internet for 1,000’s of prospective customers to read!)
What do you do when an unhappy client actually wants to USE your “100% delighted guarantee”! GRRRR! This is so unfair since you did a “good job”! Listen carefully here..
You don’t need (or even want to be) a national company. As you well know lots of people don’t like the “big boys” and prefer the local “little guy”. So don’t let yourself be intimidated!
Google is the 600# gorilla in the “doing business on the Internet” room and you better play nice with it!
It infuriates customers to see your workers (or sub-contractors) “dilly-dallying” on their smart phones instead of getting the job done.
Turnover is par for the course in Carpet Cleaning and Restoration companies. However there really are good employee candidates out there. Steve offers some suggestions for finding (and holding on to) the best.
So why not let both parties get to know each other before you “tie the knot” by offering full time employment? Here’s how to do this…
Increase your client’s cleaning frequency with “Forward Scheduling” and your profits will soar!
An experienced restorer has fallen on hard times. Steve offers short and long term solutions to a difficult situation.
This is a great question and I don’t mean to dodge it but my answer really depends on the profit margins you are working with on “additional services”. Here’s my analysis …
Creating Customer Cheerleaders is all about how they feel about YOU … not the work. Value Added Service is based on little details. For example…
This Personal Protection Inventory List gives each on-location tech their very own PPE bag and makes them accountable.