So is the “Principle of Reciprocity” manipulative?

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”.

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 …

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!)