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.
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.
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 …
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.
How you phrase a simple customer request can have a dramatic effect on the all-important relationship between client and company.
Put your Customer’s Eyeglasses on for this gem of how to improve your Technicians efficiency and the impression your customer takes away…
How can you make sure your company’s telephone procedures are on track? Put on your “Customer’s Eyeglasses” through your ears. See how …
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!
Improve the relationship with the customer by focusing on calming the typical fears a home owner has about a new, unknown (and possibly very strange) carpet cleaning technician walking into their home. Read and IMPLEMENT this quickTIP …. please!
Make your employee’s first impression on the homeowner a positive one.
Life is too short for a cleaning professional to pass his or her day down in the dumps. Plus any attitude (good or bad) is highly “contagious”. Here is one tip to keep a sour viewpoint from creeping up on you …
While carpet cleaning can be physically demanding work, there is no need to be a brute about it. Thinking ahead to avoid unnecessary damage can save time, save money and most importantly impress your customers. See how these principles are applied to moving “large dressers”.
An Oregon water loss carpet expert struggles with being completely up front with the homeowner of a water damaged home versus the customer’s desire for “Immediate Action”. Guess who wins with Steve?
You want to take the dirt OUT of your client’s home, not bring more IN! This week’s QuickTIP shares how to always keep your equipment clean …
Make Cheerleaders in residential carpet cleaning before you even turn on your truckmount. How? Give your customer “the Illusion of Control”.
So how can you create a positive Moment of Truth out of the customer thanking you? And should you subtly encourage them to refer you to others? (Even online?) But more importantly- should you? Bill Yeadon gives both sides of the “Great Debate”.