The SFS / VAST team of Jeff Cutshall, Chuck Violand, Bill Yeadon and Steve Toburen share their insights into the best business practices and how you can make it alone in the Cleaning and Restoration Industry.
OK, I justly flogged AA a few hours ago. But what can YOU learn from their pompous, patronizing and totally wrongheaded approach toward recuperating from a service disaster? (By the way, this has been very cathartic! I feel much better now!)
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.
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 …
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?
Can a customer identify what is different about your service? Is your only point of differentiation your price?
It is simple. Anyone over the age of five should realize that men and women are very different! Let me count the ways …
The “oldies but goodies” are often the best and not just in music either. For example, thinking on marketing …
Much can be gained by having a non-confrontational Exit Interview with your departing employee.
It’s great to have you here! Many ask why Jon-Don gives away what others charge an arm and a leg for? The answer is simple. Come on in …
Here it is boys and girls! FREE, practical, insightful advice delivered straight to you on the Internet.
Communication is key to good management and even more so when there is family involved.
There are millions of people out there who will cheerfully pay you more! But they won’t do it unless you …
As a carpet cleaner you are invariably exposed to various “noxious substances”. Both from the cleaning agents we use AND the stuff you are taking out of the customer’s home. So WHY would you CHOOSE to expose your body to even worse products?
Bill Yeadon dishes advice on how to find the best reads for your precious time.
