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.
communication
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 …
I think I need a partner …
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 …
‘Pre-introduce’ your techs to your client BEFORE they arrive!
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!
“Progress Photos” Improve Restoration Customer Relations
Disaster restoration can be very adversarial. Yet it also offer the biggest potential profits out there. Use progress photos to improve communication.
Don’t get caught in the middle between the adjuster and the property owner …
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 …
Laugh more, enjoy each day AND your great carpet cleaning career!
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 …
How can I get my carpet cleaning techs to upsell?
An Oklahoma business owner wants to do right by his employees but is frustrated by their apathy and fear in selling carpet protector. Steve shares 7 steps that he used to super-charge his Scotchgard carpet protector sales …
Do you follow a 5-Step introduction sequence?
Help your technicians start off on the right foot with these simple introduction pointers.
How your carpet cleaning or restoration company can not only survive but prosper with “Situational Awareness”!
Complacency, routine and arrogance have destroyed companies much bigger and (at one time) more successful than your cleaning or restoration operation. So how can you survive and even prosper in today’s extremely challenging business environment? Steve shares the concept of “S/A” …
Help your workers to stop ‘limping’!
Are you tired of always having to rush into the fray every time your employees face an issue? Remember, “make it easier to do it right”!
How to ‘prep’ your customers for extra-charge items.
Whether you perform a separate Pre-Inspection or do a ‘walk-through’ with the customer just before cleaning you must set your client’s expectations during the initial phone call, text, email, etc.
What’s on YOUR phone?
Listen carefully to your voice mail message through your prospective customer’s ears.