Never “bicker” over how you measure
Steve shares his tips on avoiding the needless and time-consuming “discussions” with the customer on how the work area should be measured.
Steve shares his tips on avoiding the needless and time-consuming “discussions” with the customer on how the work area should be measured.
Become an expert consultant sincerely interested in solving your client’s problems and they will respond by becoming loyal (and very profitable) Cheerleader Customers.
When first meeting a prospective customer you must “break through” their skepticism. After your contact gives you a tour and shows you their “areas of special concern” simply ask this key question…
Home owners decide if you have done a good job or a bad job based on how they FEEL about you. So the more “care and concern” you show for their home the better. Steve shares a neat little “prop” that helps you create Customer Cheerleaders!
Don’t get tripped up with price quotes, keep the conversation going with my two-step “How much?” reply. Here’s how it works…
Carpet cleaners all over the world fall into the old “just gimme an estimate” trap with potential carpet cleaning customers. Fight back with this simple change in terminology …
You’ve done a great job. The carpets sparkle and your customer is delighted. Now cap this job off (and create a Customer Cheerleader!) by explaining how her home can stay clean longer …
Your client is on the verge of giving you a firm “NO”. Steve’s suggestion … postpone that final decision until later.
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?
The customer wants “to consult” with their spouse. In reality they have a price objection. Here’s how to get price out in the open and still make the sale.
We now are living in the ‘no contact’ world of COVID-19! Home owners don’t want contact with anyone! How are you going to close the sale?
Steve shares one word to never use with a customer along with a reminder on a much more neutral and less “accusatory” phrase.
You can’t go wrong focusing on customer’s kids and pets. Steve shares how he programmed in some “pet positive” Moments of Truth into his technician’s daily routine …
Instead of meekly giving up when your prospect says, “Let me check with my husband/ wife/ boss” etc. you reply…
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 …