Transform a complaining client into a Cheerleader- Part 2
No matter how good you are a few clients will STILL complain. (And you can only HOPE they call you instead of nailing you on the Internet for 1,000’s of prospective customers to read!)
No matter how good you are a few clients will STILL complain. (And you can only HOPE they call you instead of nailing you on the Internet for 1,000’s of prospective customers to read!)
What do you do when an unhappy client actually wants to USE your “100% delighted guarantee”! GRRRR! This is so unfair since you did a “good job”! Listen carefully here..
Creating Customer Cheerleaders is all about how they feel about YOU … not the work. Value Added Service is based on little details. For example…
Nothing introduces “bad feelings” faster than a technician who appears as it they don’t care. So show some respect to ALL your customer’s flooring!
Use this weekly cleaning company finances report to get a snapshot of where you are and what is coming down the road.
Just what is Yelp? What are the Yelp pros/cons for the average cleaning or restoration company? Your SFS Team weighs in on how you can get started with this community reviews website.
An apparently successful Florida restoration contractor is fed up with the daily shenanigans he faces. Steve shares a concept and solution…
Bring “peace” to the life of an adjuster or property manager and they will love you (and be loyal) forever! So HOW can you do it? Here’s one way.
So are comment cards appropriate for commercial accounts? At times, yes. But Steve suggests a more “proactive approach”…
A Portland carpet cleaner has worked hard to build a retailer base. But now he is sick of bailing out his floor stores AND their “slap-it-in” installers! Steve suggests a middle ground…
Here is a simple acronym “road map” for making unhappy clients into “Turbo” Customer Cheerleaders!
A female home owner is VERY nervous with unknown technicians working in her inner sanctum. Be aware of the clients need for control of the situation and you will “clean up” in residential carpet cleaning!
Even after a “good job” most clients won’t refer you. This simple “Moment of Truth” checklist will have homeowners boost your cleaning customer referrals!
Too many of us hire with this criteria: 1) Blow on this mirror. 2) Is the mirror fogged? 3) Yes? Great- you are hired! Steve analyses the moral, ethical and financial implications of hiring the wrong person.
Everyone knows Big Billy has always been addicted to the coffee at Starbucks. Now his latest Starbucks experience has turned him into a raving fan. Future SFS attendees be warned …