How can I get feedback from commercial jobs?
So are comment cards appropriate for commercial accounts? At times, yes. But Steve suggests a more “proactive approach”…
customer concerns
Winning over a traumatized fire or water damage client!
Tired of getting blown off by adjusters? Then prove to them that you will make their lives easier! Steve shares a great tip on getting the loss started off right.
Make a ‘Preemptive Strike’ on your client!
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.
Cut your home owner complaints by placing this “Spot and Stain Card” after the cleaning!
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 …
Two carpet cleaning techs instead of a solo employee?
Create positive Moments of Truth for both the home owner AND your employees by scheduling two person crews for residential carpet cleaning.
Never “bicker” over how you measure
Steve shares his tips on avoiding the needless and time-consuming “discussions” with the customer on how the work area should be measured.
Why you should ban the phrase “No problem”!
When your customer says “thank you” how do you reply? Steve reminds us to “keep it positive” while reminding your client about reviewing you online.
Can you impress your client with a flashlight?
Home owners decide if you have done a good job or a bad job based on how they FEEL about you. So the more “care and concern” you show for their home the better. Steve shares a neat little “prop” that helps you create Customer Cheerleaders!
Poker chips create positive ‘Moments of Truth’ in a carpet cleaning pre-inspection.
Home owners blossom when they see your technician paying attention to what they say. The very best way to show you are really listening? Take “Immediate Action”! Read on for a simple but highly effective “Moment of Truth” when “pre-inspecting” before the carpet cleaning …
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)
Boost your technician’s morale!
“Quality Check” calls made the day after the cleaning service are a great way to verify that the home owner is delighted. (If you aren’t doing them, start now!) However, this week’s quickTIP shows how to “double dip” with your Q/C calls by creating a positive Moment of Truth for your technicians.
How analyzing each complaint can ‘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.
How to ‘convert’ an angry client into a Cheerleader!
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?
The WHY and HOW of fixing a complaint QUICKLY and CHEERFULLY!
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 …
How to ‘flip’ an angry customer
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.