Differentiate your company with a DYNAMITE guarantee!
Offer a no-questions-asked guarantee in residential! (And honor it CHEERFULLY!)
customer eyeglasses
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.
Make a ‘Preemptive Strike’ on your client!
You’ve surely heard the old saying: “You discover the problem and point it out to the client- they still ‘own it’. But when they find it and complain about it to you- now you ‘own it’!” Here’s how to make this into a system in your company.
Ban the phrase “Traffic Lanes”
Words are powerful. Steve illustrates how a simple change of phrase will get you the credit you deserve!
Stop “looming” over your customer!
Respecting personal space is a no-brainer for anyone who works in the customer’s home. But just what do we mean by “respecting” this space? Steve demonstrates one factor.
Two carpet cleaning techs instead of a solo employee?
Create positive Moments of Truth for both the home owner AND your employees by scheduling two person crews for residential carpet cleaning.
Make a “day before” phone call
A “day before” Confirmation Call creates efficiency and profitability for you. Even better, it is a great positive Moment of Truth for the home owner…
Never “present”- RECOMMEND!
Become an expert consultant sincerely interested in solving your client’s problems and they will respond by becoming loyal (and very profitable) Cheerleader Customers.
How to gracefully flip your customer’s “Thank you”!
When your customer says “Thank you” at the end of your job, how should you respond? I suggest flipping this exchange into a positive Moment of Truth with this reply.
Poker chips create positive ‘Moments of Truth’ in a carpet cleaning pre-inspection.
Home owners blossom when they see your technician paying attention to what they say. The very best way to show you are really listening? Take “Immediate Action”! Read on for a simple but highly effective “Moment of Truth” when “pre-inspecting” before the carpet cleaning …
Pre-orient/ educate your carpet cleaning clients
Win Customer Cheerleaders by briefly explaining the cleaning process and how you are going to do it. Your goal is to give the home owner enough knowledge to FEEL in control.
Don’t “order” your clients around!
How you phrase a simple customer request can have a dramatic effect on the all-important relationship between client and company.
Efficiency and safety through labels
Put your Customer’s Eyeglasses on for this gem of how to improve your Technicians efficiency and the impression your customer takes away…
Painful but very productive
How can you make sure your company’s telephone procedures are on track? Put on your “Customer’s Eyeglasses” through your ears. See how …
Give away “booties” and make a Cheerleader!
Lots of carpet cleaners wear surgical type shoe covers (“booties”) in the home. But very few WOW their client by offering the home owner their very own booties!