Should you say you are sorry even when it is not your fault? Southwest Airlines’ “recovery system” is just one of the many reasons why they are king of customer service AND make money as their competitors go broke. What does your company do when “it” hits the fan?
Even with Honda’s high quality (and profits) their executives still aren’t happy. Why not? Chuck Violand explains and in the process you will learn a valuable lesson for your cleaning and restoration business …
When it comes to selling carpet protector “seeing is believing” and nothing works better than the Scotchgard “blotter demo”. Now one of our readers shares a great tip on how to make this time-tested sales presentation even better …
Anti-Allergy cleanings can be a highly profitable diversification and a great niche to differentiate yourself from all the “rug-suckers” out there. OR it can turn into a finger-pointing blame game! Bill and Steve share a great line-up of treatments to use plus a little practical wisdom on pre-qualifying the job.
Recently, I ran across a quote in a new book that really made me sit down and think about the meaning. The quote was from Abraham Maslow, famous for Maslows Hierarchy of Needs…
Give that final boost to your restoration job with this elegant touch that truly is “fit for royalty”! Will the customer remember you and your fun antics? Definitely. Will they tell others about your services? IF you gave Value Added Service and then close the project with this “white glove” treatment, they will sing your praises from the roof tops!
An industry veteran comes to Bill and Steve with some well-founded technical questions about applying protector on the job …
As children we are really inventive when it comes to making excuses. Then as we mature we improve even more on justifying our behavior. Chuck Violand brings this dangerous crutch home to business owners. Who do we blame? Chuck says one little book can turn these negative “excuse making” actions around …
How important is a good guarantee in your overall customer service system? Big Billy has stumbled on a treasure trove of ways to keep every customer pleased. Check out how coupon discounter Groupon is building their company by wowing customers …
Applying Scotchgard to customer’s carpets is very profitable. And yet most cleaners admit they should sell more carpet protector. Here’s a great sales tool.
Big Billy Yeadon (with Steve Toburen flying wing man) kicks off a new section here at SFS.JonDon.com. Clean Talk will focus on your technical questions (and nightmares) so you can just keep on raking in the big money! Send us your puzzlers and your cleaning triumphs too! Let’s start things with some barbecue …
You may know the Jon-Don “Bobbsey Twins”- Steve Toburen and “Big Billy Yeadon”- as two of the leading management/marketing experts in the Cleaning & Restoration Industry. But Steve and Bill have also pushed around their share of buffers and cleaning heads in their time. In this new “Clean Talk” column Bill shares the technical wisdom of his years (which are considerable!) and Steve chimes in …
Should I go with a franchise- yes or no? A huge question that faces a beginning carpet cleaner at the worst possible time- before they know anything about this industry! Fear no more as a would-be carpet cleaner in Nashville pops the franchise question to Steve …
Steve Yastrow addresses the common problem of a large company wasting their $20 million marketing budget. But hidden in his blog is a message that is pertinent to companies with tiny budgets. People always make the biggest difference.
How can you motivate your techs to use on-site marketing efforts? Steve shares how he super-charged his employees to place carpet cleaning door hangers