Make a ‘Quality Check’ call immediately after leaving the job

Today’s customer will post a negative online review BEFORE calling you! So get proactive by calling the client BEFORE they reach their computer keyboard!

Analyzing each complaint will “tune up” your company

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.

What can carpet cleaners take away from the Toyota mess?

As a professional carpet cleaning entrepreneur you have built a great and unshakable reputation for quality. Or have you? Steve Toburen analyzes how a complacent attitude can quickly sink a recognized world leader in quality …

Thanking the home owner after a water loss?

You have finished up restoring a water damaged home. The home owner has been great to work with and the structural contractor has played ball. So what can you do to thank everyone involved? See what Steve suggests to one California SFS member that specializes in water damage restoration …