Pre-orient/ educate your carpet cleaning clients

Win Customer Cheerleaders by briefly explaining the cleaning process and how you are going to do it. Your goal is to give the home owner enough knowledge to FEEL in control.

‘Pre-introduce’ your techs to your client BEFORE they arrive!

Improve the relationship with the customer by focusing on calming the typical fears a home owner has about a new, unknown (and possibly very strange) carpet cleaning technician walking into their home. Read and IMPLEMENT this quickTIP …. please!

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?

How can I get my carpet cleaning techs to upsell?

An Oklahoma business owner wants to do right by his employees but is frustrated by their apathy and fear in selling carpet protector. Steve shares 7 steps that he used to super-charge his Scotchgard carpet protector sales …

So is the “Principle of Reciprocity” manipulative?

So how can you create a positive Moment of Truth out of the customer thanking you? And should you subtly encourage them to refer you to others? (Even online?) But more importantly- should you? Bill Yeadon gives both sides of the “Great Debate”.

Help your clients ‘feel good’ about the condition of their home!

How many times have you had a residential carpet cleaning customer apologize to you for the condition of her carpets? This can be treacherous ground. This week’s quickTIPS shares a great response that will turn a negative in to a great positive Moment of Truth …