How to learn from customer complaints
This Customer Concern Follow-up Sheet will salvage the customer while providing valuable feedback for your company.
customer concerns
Transform a complaining client into a Cheerleader- Part 3
Let’s wrap this series up with my one-two punch that will make a complaining customer absolutely fall in love with your company.
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!)
Transform a complaining client into a Cheerleader- Part 1
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..
Display your ‘care and concern’ with “Immediate Action”!
Creating Customer Cheerleaders is all about how they feel about YOU … not the work. Value Added Service is based on little details. For example…
Protect your customer’s floors
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!
How to forecast (and avoid) upcoming issues!
Use this weekly cleaning company finances report to get a snapshot of where you are and what is coming down the road.
Yelp for Cleaners & Restorers: Getting Started
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.
“How can I deal with conniving Insureds?”
An apparently successful Florida restoration contractor is fed up with the daily shenanigans he faces. Steve shares a concept and solution…
Increased online communication means less problems
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.
Should I cover up shoddy carpet installations?
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…
How to recover from a service blunder
Here is a simple acronym “road map” for making unhappy clients into “Turbo” Customer Cheerleaders!
Cautiously addressing the client in her home
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!
How to get more cleaning customer referrals
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!
Avoiding the “Mirror Test” in hiring employees
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.