The ‘why and how’ of avoiding NEGATIVE Moments of Truth
Negative moments of truth kill word of mouth marketing. Start creating cheerleaders today by avoiding these mistakes.
customer eyeglasses
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 …
Get the jump NOW on winter challenges!
A proactive cleaning and restoration contractor can beat winter challenges with these key steps!
What’s on YOUR phone?
Listen carefully to your voice mail message through your prospective customer’s ears.
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.
Your most valuable tool is … ?
Your customer has feelings and that should interest you. This tip will help you gain new appreciation for the impression you make.
Winter safety procedures for your customers
Take the FEAR out of your customers winter cleaning when you follow these winter safety procedures.
How to Transform Your Restoration Business
Steve shares how to “transform” your company by focusing on the “Emotional Dynamics” of the home owner’s loss. (Even if you don’t offer restoration now many of the same principles apply in carpet cleaning too!)
Words can destroy … YOU!
Be smart. Choose your words wisely when speaking with Customers. Steve gives three examples to put into practice today.
Put on your “Customer’s Eyeglasses”!
“Putting on the on the Customer’s Eyeglasses” is my term for looking at yourself (and your actions on the job) through the eyes of your client.
The “why” (and “how”) of training your new employees…
Even the best new recruits need training. Steve provides tools to train your new employees and get them started right!
Get your staff up-to-speed on Insureds NOW!
IF your techs treat a devastated home the same as they do a normal residential cleaning then they will create “a disaster for your company”!
How to get paid BEFORE your client “disappears”
Making the Cheerleader is your prime objective but if you don’t get paid it doesn’t feel quite so good!
How to improve your videos
Your customer’s biggest challenge? Choosing a cleaning or restoration contractor when they can’t “try on” your work BEFORE you perform it in their home or business.
Include a “waiting time limit” in your voice mail
No amount of money will completely “heal the irritation” of an impatient customer waiting (and waiting and waiting) for your return call. So give your caller “hope”