Where is the REAL (and easy) money?
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 …
customer service
Are you burning out cleaning???
Jon-Don’s “Value Added Service for Technicians” seminar coordinator, Jeff Cutshall, shares a semi-humorous take on signs of impending burnout. Over the years Jeff has culled these symptoms from his students and your employees …
“So how long is it going to take?”
Steve waxes nostalgic when asked about his “success time-line” and then shares a few bone-headed mistakes he made over the years so you can avoid them!
The Expectation Effect
How are you or your staff communicating with the customer? Are you overpromising in hopes of securing the job or are you setting reasonable expectations so your customer is thrilled with the results. Customer satisfaction is the gap between what she expects and what she gets.
Fear of the “Franchise Onslaught”!
It is so easy to get intimidated by the “big boys”. But Steve explains that there is a silver lining to this very scary cloud …
A sincere tribute to an industry giant (and not from one of his employees) …
All employees flatter their boss. It sort of comes with the territory. But when the boss has customers who become enthusiastic Cheerleaders maybe he is doing something right. Read on …
Where is their ‘sense of urgency’?
Watch it, folks. Steve is off on one of his rants about customer service and this time he is more fired up than usual …
How would you respond to this article?
The Post-Customer-Service Age, Steve Yastrow says customer service is no longer a differentiator in business. Let’s hear your thoughts.
What is the most important word?
In the 1967 movie “The Graduate” the most important word for Benjamin was “plastics.” In our current challenging economy the word is…..
Southwest & Starbucks
OK, OK, Steve doesn’t like American Airlines. But all airlines and all big business are not ALL bad. Let’s look at two of my favorites …