Painful but very productive
How can you make sure your company’s telephone procedures are on track? Put on your “Customer’s Eyeglasses” through your ears. See how …
Steve Toburen
Timidly entering the commercial arena …
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 …
Boost your technician’s morale!
“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.
Longing for a good night’s sleep …
Working commercial night jobs can be physically exhausting and emotionally demoralizing. See what Steve recommends to one poor soul who has had enough …
Help honest cleaners stay honest with “Employee Accountability”
Simply and easily help your honest carpet cleaning employees “stay honest” while also streamlining your payroll and accounting procedures.
I think I need a partner …
All of us need a shoulder to cry on. Steve explains that while a partner may help you now it will be some very expensive emotional support down the road …
1 display of care plus 2 simple gifts equals guaranteed Cheerleaders
First impressions are lasting impressions. These three front-door-step Positive Moments of Truth break the ice with the homeowner and boost your carpet cleaning technician’s confidence.
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.
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 …