Get them out from behind the desk!
The more time your prospect spends with you the more likely it is they will want a “return on their investment”!
customer interview
She wants me to “price match”! Help!
The “Great Recession” has made it “fashionable to haggle”! Here are some thoughts on how to handle value-conscious customers and the other “can you beat this price” shoppers that inevitably are going come your way.
Make a ‘Preemptive Strike’ on your client!
You’ve surely heard the old saying: “You discover the problem and point it out to the client- they still ‘own it’. But when they find it and complain about it to you- now you ‘own it’!” Here’s how to make this into a system in your company.
Ban the phrase “Traffic Lanes”
Words are powerful. Steve illustrates how a simple change of phrase will get you the credit you deserve!
Give your clients the “why and what”
Improve your face to face time with clients. Make your great service even better by providing information that the customer can appreciate and use.
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.
Never “present”- RECOMMEND!
Become an expert consultant sincerely interested in solving your client’s problems and they will respond by becoming loyal (and very profitable) Cheerleader Customers.
“Seeing” is selling…
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…
Can you impress your client with a flashlight?
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!
Dealing with the “How much?” question…
Don’t get tripped up with price quotes, keep the conversation going with my two-step “How much?” reply. Here’s how it works…
Banning the “E-word”- Help your prospective customers focus on more than price!
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 …
Be a “Concerned Consultant” for your carpet cleaning clients
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 …
Sell more ASO’s by “fading away”…
Your client is on the verge of giving you a firm “NO”. Steve’s suggestion … postpone that final decision until later.
How can I calm a frazzled customer with a water damaged home?
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?
Don’t let ’em get away!
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.