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 …
What is of special concern? By focusing on what is “special” to your prospective client you seal the sale and create a future Cheerleader for your company.
Cleaning your carpets on the cheap is definitely “in”. Thanks to the economic downturn (and Groupon!) even well off carpet cleaning clients are negotiating for a better price. So what’s a poor cleaner to do?
Steve shares how to “transform” your company by focusing on the “Emotional Dynamics” of the home owner’s loss. (Even if you don’t offer restoration now many of the same principles apply in carpet cleaning too!)
This simple checklist consistently guides your front-line service worker’s relationship with your clients
Be smart. Choose your words wisely when speaking with Customers. Steve gives three examples to put into practice today and everyday.
Clients sing your praises when they have been super impressed with your work. How can you make this happen today and EVERY day?
IF your techs treat a devastated home the same as they do a normal residential cleaning then they will create “a disaster for your company”!
All customers want to FEEL like they are in control! Here’s how you can give them the “ILLUSION of Control”…
The “Let me check with…” response is usually an “evasion tactic” to avoid the more accurate (but extremely adversarial) customer reply, “You are waaaaaay more expensive than the other guys!” What should you do?
Improve your face to face time with clients. Make your great service even better by providing information that the customer can appreciate and use.
Steve agrees with healthy debate between cleaning and restoration professionals. However arguing cleaning methods is not a good idea. Here’s why…
How can you make it simple for your techs to influence how the customer FEELS about them? Here’s one simple, powerful tip.
A multitude of tiny MOTs combined together will create delighted Customer Cheerleaders that will produce millions of dollars in “downstream profits!”
An SFS graduate now realizes that going into business with his Dad wasn’t the best option. How can this cleaner now fix things in his company and at the same time not destroy his family relationship?