How to ‘convert’ an angry client into a Cheerleader!
Fixing a complaint just gets you “even” with your client. Why not invest a few minutes more and create a “Turbo Cheerleader” while you are there anyway?
customer eyeglasses
The WHY and HOW of fixing a complaint QUICKLY and CHEERFULLY!
Fixing complaints is more about good communication than it is about your technical cleaning skills. To turn a bad situation into a positive Moment of Truth you need to do more than just remove the spot. Here’s how to fix the REAL issue …
Training new employee(s) in the age of COVID-19…
Even the best new recruits need training. Steve provides tools to train your new employees and get them started right!
Winter ‘comfort procedures’ for your customers
Take the FEAR out of your customers winter cleaning when you follow these winter safety procedures.
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.
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.
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 and everyday.
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.
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!