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 …
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.
Steve shares one word to never use with a customer along with a reminder on a much more neutral and less “accusatory” phrase.
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 …
A lifetime customer is worth thousands in repeat business and referrals! Do more than “fix the problem”, win points with a gift check.
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 …
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!
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.
Negative online reviews are a tempting way to vent. Your problem? A negative review can stick around “forever”!
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.
Knowing when to walk away is critical for all service industry professionals. For restorers dealing with insureds even more so.
A new carpet cleaning business is concerned that every customer will be off their rocker. See Steve’s reply …
All customers want to FEEL like they are in control! Here’s how you can give them the “ILLUSION of Control”…
Someone always “owns the problem”! And if you didn’t create the problem you for sure don’t want the blame…
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?