Many entrepreneurs struggle with verbalizing their gratitude to others. SFS instructor Chuck Violand shares why saying “thank you” is so important and how you can do so …
A local Dallas carpet cleaner is already successful as a “prestige priced”, high end owner-operator. But now he is questioning his business model and his future …
Everyone talks about it- but what exactly does “great customer service” consist of? After 40 years in the industry Steve shares his take on the question …
Steve,
Just a short question. I’ve always felt like I should be able to charge a premium rate for night or weekend work. However, when I bring this idea up to other carpet cleaners they act like I’ve hit on their mother! What did you do and if you did charge more, how much over your regular rates was it and did you get any resistance?
Perplexed in Toledo
Make Cheerleaders in residential carpet cleaning before you even turn on your truckmount. How? Give your customer “the Illusion of Control”.
How can owners and managers train their employees so that they morph into “Cheerleader making machines”? Jeff Cutshall shares one solution…
If you are insanely busy and your phone is ringing like crazy you can easily fall into being a ‘fast talker’ over-the-phone! Try this …
Watch Steve Toburen’s interview with Jeff Cross on Straight Talk. There is even a PDF download bonus.
4 key SFS concepts to orient employees regarding working in the customer’s home or business.
A complaining customer is just a wake up call to “tune up” your company. But before you can make these positive changes you need lots of “Why, When, Where, What and HOW?” answers.
Dealing with upset customers can take a lot of time and patience. Is it worth it? Absolutely. Follow these three steps to diffuse and convert a tense situation.
Negative moments of truth kill word of mouth marketing. Start creating cheerleaders today by avoiding these mistakes.
So are you feeling the weight of the world on your shoulders? Share the load with your people (and help them stay honest too!) with this Special Report: “Adding Employee Accountability in Your Company”!
Service Systems “make it easier to do it right than to do it wrong” for you and your techs!
Manage your customer’s experience to be successful in restoration, residential, janitorial services, commercial, or concrete and tile & grout cleaning.