Quit making your last minute callers feel guilty!
Work with a desperate home owner’s “sense of urgency” and you’ll snare a client for life. Steve shares why and how you should offer “Same Day Service”…
communication
Cut your stress with Red Tags!
Increase profits and efficiency (and lower your blood pressure!) when you avoid missing equipment on the job by insisting on “Red Tagging” the steering wheel!
Give your clients the “why and what”
Improve your face to face time with clients. Make your great service even better by providing information that the customer can appreciate and use.
The hardest phrase to utter …
Many entrepreneurs struggle with verbalizing their gratitude to others. SFS instructor Chuck Violand shares why saying “thank you” is so important and how you can do so …
Write their name down IMMEDIATELY!
Developing a relationship over the phone is a real challenge. Your cleaning or restoration company can start building a bond with a new client right from the “git-go” with this little tip…
How to deal with “I wanna a price now” callers!
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!
Make a “day before” phone call
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…
Don’t “surprise” me!
Success in business is based on clear, honest and open communication between all involved. Make it easy with a Production Day Sheet.
How to gracefully flip your customer’s “Thank you”!
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.
Make a new employee into a Cheerleader
Get off on the right foot with Momma and everyone will be happy. And especially you as you create “Employee Cheerleaders” who seldom quit!
Don’t “order” your clients around!
How you phrase a simple customer request can have a dramatic effect on the all-important relationship between client and company.
Search out your Restoration Customer’s concerns
On a Restoration Job keeping the peace comes first. See how a house plant can help you achieve this.
Beware of “Heightened Awareness Syndrome”
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)
Should I hire techs for carpet cleaning or just go it alone?
Steve focuses on what is probably the most common and certainly most agonizing question facing carpet cleaning owner-operators …
Timidly entering the commercial arena …
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 …