You’ve surely heard the old saying: “You discover the problem and point it out to the client- they still ‘own it’. But when they find it and complain about it to you- now you ‘own it’!” Here’s how to make this into a system in your company.
Don’t you just hate those nasty call-backs and complaints after you are convinced you left the carpets looking great? (Especially when the customer wasn’t even there when you did the work! Grrrr …) Here is one great way to pro-actively solve this problem before it even starts …
On a Restoration Job keeping the peace comes first. See how a house plant can help you achieve this.
The homeowner/ carpet retailer relationship is a difficult and thorny one. Then along comes an unsuspecting carpet cleaner who just wants everyone to get along …
Steve,
Just a short question. I’ve always felt like I should be able to charge a premium rate for night or weekend work. However, when I bring this idea up to other carpet cleaners they act like I’ve hit on their mother! What did you do and if you did charge more, how much over your regular rates was it and did you get any resistance?
Perplexed in Toledo
A Big Sky country janitorial business owner gets cold feet over his carpet cleaning endeavor. Steve reminisces on his days getting started in the carpet cleaning industry and points to light at the end of the tunnel. We all had our first cleaning job, didn’t we?
If you are insanely busy and your phone is ringing like crazy you can easily fall into being a ‘fast talker’ over-the-phone! Try this …
Watch Steve Toburen’s interview with Jeff Cross on Straight Talk. There is even a PDF download bonus.
A complaining customer is just a wake up call to “tune up” your company. But before you can make these positive changes you need lots of “Why, When, Where, What and HOW?” answers.
Fixing a complaint just gets you “even” with your client. Why not invest a few minutes more and create a “Turbo Cheerleader” while you are there anyway?
Fixing complaints is more about good communication than it is about your technical cleaning skills. To turn a bad situation into a positive Moment of Truth you need to do more than just remove the spot. Here’s how to fix the REAL issue …
Dealing with upset customers can take a lot of time and patience. Is it worth it? Absolutely. Follow these three steps to diffuse and convert a tense situation.
A lifetime customer is worth thousands in repeat business and referrals! Do more than “fix the problem”, win points with a gift check.
There will always be unsolvable problems in your customer’s home or business. How can you avoid endless callbacks to “fix the unfixable”? Here’s a simple reminder …
Use this QuickTIP before your spring rush to avoid internal rupture faucet leaks that cause an “unpaid water damage loss” and very unhappy clients!