Creating Cheerleaders with “Magic Squares”
Let’s face it- in residential cleaning (or even more in restoration) it is all about “Putting on a show”! In this QuickTIPS we break down just why this “dog and pony show” matters so much.
Resources
Worksheets, forms, focused how-to guides… They are all here. We give you real tools to get the job done right.
Respect your client’s “Personal Space”
You (and your employees) have a very short time to put your customer’s mind at ease. How long? Steve says two minutes! So you better get started off right…
Capture your employee’s creative ideas
Wise entrepreneurs eagerly embrace advice and counsel- especially from their employees. So make it easy for your front-line technicians to share their insights.
How to recover from a service blunder
Here is a simple acronym “road map” for making unhappy clients into “Turbo” Customer Cheerleaders!
Words Do Matter (Part II)
Here are some more words to avoid along with the better replacements. Plus, our readers chime in with their favorite expressions.
Words DO matter!
Words paint a mental image in the already stressed out mind of your residential client. So Steve shares some great “replacement phrases” for the negative word “spray”!
Cautiously addressing the client in her home
A female home owner is VERY nervous with unknown technicians working in her inner sanctum. Be aware of the clients need for control of the situation and you will “clean up” in residential carpet cleaning!
Praise employees AND promote your company
Let’s be honest here. Few people brag about being a carpet cleaning tech! So Steve says you must motivate your employees with “Public Recognition”. (And get some free marketing for your company at the same time!)
“Making it easier” by using pocketed folders
Give your customers personalized attention with these simple pocketed folders. This easy tweak will save time and aggravation for everyone.
Sell more commercial accounts with a “DSM”
Selling is a PROCESS- not an “event”! The more hooks you put in the water the more fish you catch. So get off the truck and get face-to-face. Here is how I made it happen for my business.
How much should I charge in commercial cleaning?
This simple form will help you gather the information you need to know your true production costs and therefore how much to charge in commercial cleaning.
“Where are all the good employees?”
Sooner or later most of you will hire an employee(s). Much of the time your new hire will be an unmitigated disaster! SFS member John Mapes shares a great hiring tip…
How to get more cleaning customer referrals
Even after a “good job” most clients won’t refer you. This simple “Moment of Truth” checklist will have homeowners boost your cleaning customer referrals!
When does your over-the-phone sale start?
Instill in your office people that “The sale starts as soon as the phone rings.” Follow this five-step procedure to increase your phone-sales conversions.
Asking permission creates great Moments of Truth
You are a kind, generous person that delights in doing extra things for your clients AND at no charge. So why not get the credit for doing so and in the process create Cheerleader Customers? Steve shares a tip…