The why and how of “Thank You”
A multitude of tiny MOTs combined together will create delighted Customer Cheerleaders that will produce millions of dollars in “downstream profits!”
Emotional Dynamics
Stop “looming” over your customer!
Respecting personal space is a no-brainer for anyone who works in the customer’s home. But just what do we mean by “respecting” this space? Steve demonstrates one factor.
How to gracefully flip your customer’s “Thank you”!
When your customer says “Thank you” at the end of your job, how should you respond? I suggest flipping this exchange into a positive Moment of Truth with this reply.
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.
Profits in Trauma?
There are many ways to diversify in the cleaning industry. Trauma cleanup is one of the more challenging options. See what it takes to get into the trauma cleanup business.
What is “great customer service”?
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 …
‘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!
New cotton “towels”! Carpet cleaners should never use (or say the word) “rags” on the job!
The condition of your equipment represents the image of your company. Here is one example of how to always make the best impression by “double-dipping” …
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 reward productive employees?
Careful, calculated compensation plans can reward productive employees. Steve offers practical considerations for residential cleaners before diving in.
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 …
Place your Air Movers correctly to get more residential carpet cleaning work
Make Cheerleaders in residential carpet cleaning before you even turn on your truckmount. How? Give your customer “the Illusion of Control”.
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”.
How to ‘flip’ an angry customer
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.
Training new employee(s) in the age of COVID-19…
Even the best new recruits need training. Steve provides tools to train your new employees and get them started right!