customer eyeglasses

Use foam block ‘bumpers’ for moving furniture with ‘care and concern’

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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”.

How can I calm a frazzled customer with a water damaged home?

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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?

So is the “Principle of Reciprocity” manipulative?

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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!

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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 …