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.
customer concerns
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.
Never ‘accuse’ your prospect of having a “problem”!
Steve shares one word to never use with a customer along with a reminder on a much more neutral and less “accusatory” phrase.
Home owners love technicians who love pets!
You can’t go wrong focusing on customer’s kids and pets. Steve shares how he programmed in some “pet positive” Moments of Truth into his technician’s daily routine …
‘Atone for your sins’ with a Gift Card!
A lifetime customer is worth thousands in repeat business and referrals! Do more than “fix the problem”, win points with a gift check.
Why ‘full confession’ is always best …
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 …
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!
Seven words that book more jobs!
What is of special concern? By focusing on what is “special” to your prospective client you seal the sale and create a future Cheerleader for your company.
How to avoid being “surprised” with negative online reviews!
Negative online reviews are a tempting way to vent. Your problem? A negative review can stick around “forever”!
Reply to “Unspoken Questions” with “Unspoken Answers”!
All customers have questions they don’t verbalize! Read here samples of “Unspoken Questions” that are screaming away in your customer’s mind right now.
How do you know when to walk away from a customer?
Knowing when to walk away is critical for all service industry professionals. For restorers dealing with insureds even more so.
How can I avoid “wacko” clients after buying a carpet cleaning business?
A new carpet cleaning business is concerned that every customer will be off their rocker. See Steve’s reply …
Get more by giving more…
All customers want to FEEL like they are in control! Here’s how you can give them the “ILLUSION of Control”…