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”.
Listen carefully to your voice mail message through your prospective customer’s ears.
Take the FEAR out of your customers winter cleaning when you follow these winter safety procedures.
No matter what your personal ‘COVID opinion’ is you should be ‘pandemic proactive’ and include your ‘health protocols’ in your Phone Format(s).
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?
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 …
Even the best new recruits need training. Steve provides tools to train your new employees and get them started right!
Negative moments of truth kill word of mouth marketing. Start creating cheerleaders today by avoiding these mistakes.
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 …
A proactive cleaning and restoration contractor can beat winter challenges with these key steps!
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 customer has feelings and that should interest you. This tip will help you gain new appreciation for the impression you make.
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!)
Be smart. Choose your words wisely when speaking with Customers. Steve gives three examples to put into practice today and everyday.
“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.