Steve Toburen 
It drove me absolutely nuts when my company was blamed for the customer’s pre-existing problem(s)! However usually they (and I) were innocent victims of a weird psychological phenomenon I’ve dubbed … “Heightened Awareness Syndrome”! (HAS)
So what if your “on-call” workers decide to file for unemployment? Steve can’t (won’t) give legal advice but as usual he has a few observations. After all, when does he not have an opinion!
Sure, you will hit “rejection”. Expect it! But don’t give up easily! First, “smoke out” their true objection and try to get to “yes”. Then is you still can’t close the deal leave the door open…
Value Added Service can greatly increase your repeat business but it doesn’t guarantee it. How can you increase your chances?
“Consultant selling” means morphing yourself from being a desperate salesperson into a “concerned consultant”. So now you and your client become a team searching for a practical solution to a shared challenge.
Let’s see if we can help a “new boy” in Reno. He started out on the right track by picking a great industry IF he “does it right” …
Even slightly damp carpets can leave a bad impression on the homeowner. (Even worse if they slip and fall!) Use this simple TIP to create a positive Moment of Truth out of a slippery situation!
When your starting out, any work is a blessing. Read Steve’s advice to one sub-contractor.
Talk is cheap- seeing is believing. Use a photo album to help your new clients “pre-visualize” your services, and the final result in their home.
Steve focuses on what is probably the most common and certainly most agonizing question facing carpet cleaning owner-operators …
Display your generosity and at the same time allow your preferred market base to get a glimpse of your awesome carpet cleaning skills and your Value Added Service!
Every carpet cleaner wants to make the maximum profit out of each job. But there are pitfalls along the way for those who get a bit too greedy. (Don’t ask Steve how he found this out!)
How can you make sure your company’s telephone procedures are on track? Put on your “Customer’s Eyeglasses” through your ears. See how …
Many carpet cleaners are fighting off the “residential recession blues” by entering the contract commercial area. But writing the business proposal is a bit intimidating for many of our Site Members. Steve throws a life-line out to one hard working but frustrated carpet cleaner …
“Quality Check” calls made the day after the cleaning service are a great way to verify that the home owner is delighted. (If you aren’t doing them, start now!) However, this week’s quickTIP shows how to “double dip” with your Q/C calls by creating a positive Moment of Truth for your technicians.