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.
customer concerns
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”…
How to “clearly define” everyone’s expectations!
Someone always “owns the problem”! And if you didn’t create the problem you for sure don’t want the blame…
How to deal with a ‘Procrastinating Prospect’
The “Let me check with…” response is usually an “evasion tactic” to avoid the more accurate (but extremely adversarial) customer reply, “You are waaaaaay more expensive than the other guys!” What should you do?
Our TOP TEN “QuickFix” Business Solutions
Your biggest “challenge”? Getting hit with the same OLD PROBLEMS over and over again and NOT DOING ANYTHING TO SOLVE THEM!