Steve shares how to “transform” your company by focusing on the “Emotional Dynamics” of the home owner’s loss. (Even if you don’t offer restoration now many of the same principles apply in carpet cleaning too!)
This simple checklist consistently guides your front-line service worker’s relationship with your clients
Obviously no 12 point Report is going to cover everything you need for success in restoration, but our guess is you will find downloading “12 Secrets for a Smoother Running Restoration Business” well worth your time.
A new carpet cleaning business is concerned that every customer will be off their rocker. See Steve’s reply …
This Customer Concern Follow-up Sheet will salvage the customer while providing valuable feedback for your company.
Let’s wrap this series up with my one-two punch that will make a complaining customer absolutely fall in love with your company.
No matter how good you are a few clients will STILL complain. (And you can only HOPE they call you instead of nailing you on the Internet for 1,000’s of prospective customers to read!)
What do you do when an unhappy client actually wants to USE your “100% delighted guarantee”! GRRRR! This is so unfair since you did a “good job”! Listen carefully here..
A Portland carpet cleaner has worked hard to build a retailer base. But now he is sick of bailing out his floor stores AND their “slap-it-in” installers! Steve suggests a middle ground…
Here is a simple acronym “road map” for making unhappy clients into “Turbo” Customer Cheerleaders!
Everyone knows Big Billy has always been addicted to the coffee at Starbucks. Now his latest Starbucks experience has turned him into a raving fan. Future SFS attendees be warned …
Most cleaners invite reviews; but not everyone examines them like they should. Steve revisits the “customer comment card” with a few modern tweaks.
Should you say you are sorry even when it is not your fault? Southwest Airlines’ “recovery system” is just one of the many reasons why they are king of customer service AND make money as their competitors go broke. What does your company do when “it” hits the fan?
Remember the old expression, “under promise, over deliver”? In other words, IF you’ve already got the Scotchgard protector sale, it is now time to lower the no doubt unreasonably high expectations of a typical residential cleaning customer. Steve shares how to NOT oversell carpet cleaning products.
It has been well said, “the way to the heart lies through the stomach.” Read how you can create a great Moment of Truth with a traumatized restoration client with some very memorable but “personalized” comfort food …