Why do I bother?
IF your customer takes the time and effort to complain, don’t ignore them and NEVER patronize them. You might even actually LISTEN and learn some valuable stuff. American Airlines just hasn’t got the message.
Southwest & Starbucks
OK, OK, Steve doesn’t like American Airlines. But all airlines and all big business are not ALL bad. Let’s look at two of my favorites …
Door hangers: Just because they’re a great “old” idea won’t make them happen!
Many, many cleaners have success with door hangers. Motivating your carpet cleaning techs to actually distribute them is another story. So how do you “git ‘er done” when you have recalcitrant employees?
Do I see a contradiction here?
OK, Steve, now you have me interested. On one hand a few days ago you said only give your Cheerleaders Value Added Service PLUS a hand written thank you note. But I also note you promote giving a “kickback” with the Jon-Don “Free Spotter for Life” program with Jon-Don’s Spot-Out program. Is it because you are raking in big bucks on your Spot-Out commissions????
Are you the Applebees of cleaning?
Can a customer identify what is different about your service? Is your only point of differentiation your price?
Do the job right
This little nugget is a great reminder of how important the details are when Making the Cheerleader.
What should I give for referrals?
Help me out here, Steve. I want to show my gratitude to my customers who refer me. But money seems a bit tacky plus I don’t have any to spare right now! So how should I reward my Cheerleaders?
No longer a “Man’s World”
It is simple. Anyone over the age of five should realize that men and women are very different! Let me count the ways …
Can I make it in this market?
I’m thinking of starting a small carpet cleaning business in an area of about 80,000 people,….and about 50 carpet cleaning companies! So,starting out part-time (at about 10hours a week) is it worth the risk of my limited start-up capital?
Dog puke and Spot Out- a volatile combination?
Who’s to blame? The pooch or the chemical? Only one way to find out.
Larry Holder- Regency Carpet & Floor
No matter how small the job, you must do it with the same dedication and enthusiasm as if it were your largest.
Just because its old doesn’t mean its no good …
The “oldies but goodies” are often the best and not just in music either. For example, thinking on marketing …
Goods versus services? Wassup wit dis?
Everyone always talks about setting up “systems and procedures”. But I get a little confused on how to set up systems and procedures for carpet cleaning and/or restoration. It seems there are a bunch of variables here …