Any phone script needs tweaking now and then… Steve Toburen’s SFS carpet cleaning phone script is due for a little fine tuning of its own. With these modifications you now have the option of giving a price over the phone and STILL book the job!
A “day before” Confirmation Call creates efficiency and profitability for you. Even better, it is a great positive Moment of Truth for the home owner…
Success in business is based on clear, honest and open communication between all involved. Make it easy with a Production Day Sheet.
When your customer says “Thank you” at the end of your job, how should you respond? I suggest flipping this exchange into a positive Moment of Truth with this reply.
Get off on the right foot with Momma and everyone will be happy. And especially you as you create “Employee Cheerleaders” who seldom quit!
How you phrase a simple customer request can have a dramatic effect on the all-important relationship between client and company.
On a Restoration Job keeping the peace comes first. See how a house plant can help you achieve this.
It drove me absolutely nuts when my company was blamed for the customer’s pre-existing problem(s)! However usually they (and I) were innocent victims of a weird psychological phenomenon I’ve dubbed … “Heightened Awareness Syndrome”! (HAS)
Steve focuses on what is probably the most common and certainly most agonizing question facing carpet cleaning owner-operators …
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 …
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 …
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!
Disaster restoration can be very adversarial. Yet it also offer the biggest potential profits out there. Use progress photos to improve communication.
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 …
Life is too short for a cleaning professional to pass his or her day down in the dumps. Plus any attitude (good or bad) is highly “contagious”. Here is one tip to keep a sour viewpoint from creeping up on you …