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 …
Make Cheerleaders in residential carpet cleaning before you even turn on your truckmount. How? Give your customer “the Illusion of Control”.
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”.
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.
Even the best new recruits need training. Steve provides tools to train your new employees and get them started right!
It’s all about how the customer FEELS about you and homeowners LOVE “clean”. That includes your vehicle, equipment, employees and YOU!
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”…