Does panic strike your cleaning company when the phone rings? Or even worse, have you lost your “sense of urgency” on the phone? Read how one multi-truck SFS graduate deals with the phone …
Repeat customers that advocate your carpet cleaning services to others are your BEST marketing tool. On the other hand if you mess up …
A New York carpet cleaner poses a thorny question, “What is the average age of my customer”? In typical Steve Toburen fashion he takes the “long way around” before answering the original question. But Steve’s long-winded reply contains some great insights on the Emotional Dynamics of the home owner/technician relationship …
Get the inside scoop on how your employees see your company and more importantly … their BOSS. (Which of course means YOU!) How to find out this vital (but possibly uncomfortable) information? Read on …
Can you show genuine concern for the customer’s belongings and protect yourself at the same time? This procedure shows how.
As an IICRC CCT instructor I continually have to convince cleaning technicians that they need to vacuum every job. The current belief is that less than 10% of all jobs are vacuumed prior to cleaning.
But now a new survey shows an even better reason to vacuum. Men who vacuum and do other household chores tend to spend more time in the bedroom; and I don’t mean dusting the dresser!
A Pennsylvania tech wants to add a bit of pizzazz to his “cleaning presentation”. His boss (being from the “old school” isn’t so sure. “New School Steve” shares his thoughts plus a couple of hints …
Everywhere you go and every commercial transaction you make should be examined with your “Customer Eyeglasses”. For example, notice what Steve took out of a recent (and very sudden) sojourn to Brooklyn, New York …
In the deluge of Paperwork your Technicians and office staff manage don’t forget to track what matters most to your customers …
An Australian carpet cleaner wants to make more money while he is already in the home. So what other profitable services can he offer? Steve weighs in …
What does Cool Hand Luke have to do with the carpet cleaning business? And how did Marcus Buckingham misjudge his audience so badly?
One of our favorite SFS acronyms: “KISS” as in: “Keep It Simple, Sally”! Sometimes even the simplest of gestures can make the biggest impressions. Here is one “tasty” Cheerleader making idea to implement with your staff …
Put yourself in the place of the customer to get the full picture. Then make your work shine.