Never argue “cleaning methods” with a client!
Steve agrees with healthy debate between cleaning and restoration professionals. However arguing cleaning methods is not a good idea. Here’s why…
Emotional Dynamics
The Simple “1-2 Cheerleader Punch”!
How can you make it simple for your techs to influence how the customer FEELS about them? Here’s one simple, powerful tip.
“How can I end this with dignity?”
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?
Close the sale with “Reciprocal Giving”
Reciprocity just means you do something nice for someone without explicitly requiring they return the favor.
Protect your customer’s floors
Nothing introduces “bad feelings” faster than a technician who appears as it they don’t care. So show some respect to ALL your customer’s flooring!
How to get more disaster restoration referrals
Are your Restoration techs focused on the “Emotional Dynamics” of the loss? You’ll make more restoration referrals with this easy checklist.
“Show and tell” with an In-Line Filter
You work really hard to get the dirt and grime out of your customer’s carpet. Let them “see” your expert work with this time-saving tool.
Making your Photo ID badges even better!
Wearing a simple photo ID badge calms your first time client’s silent fears and is a great Moment of Truth. Now Steve weighs in on how to get even more traction out of ID badges!
Respect your client’s “Personal Space”
You (and your employees) have a very short time to put your customer’s mind at ease. How long? Steve says two minutes! So you better get started off right…
How to recover from a service blunder
Here is a simple acronym “road map” for making unhappy clients into “Turbo” Customer Cheerleaders!
How to get more cleaning customer referrals
Even after a “good job” most clients won’t refer you. This simple “Moment of Truth” checklist will have homeowners boost your cleaning customer referrals!
2011’s TOP FIVE articles!
What reached out and grabbed our cleaner and restorer readers during 2011? This recap let’s you know what our little “band of brothers” focused on last year. You STILL can act on any of these ideas. Just don’t let 2012 leave you in its dust.
Moment of Truth Restoration Checklist
This restoration “Moment of Truth” checklist structures the job so that while your employees are doing the restoration work, they are also giving the home owner positive Moments of Truth.
Communicating your marketing message with emotions
The average cleaner and his client are more different than they are alike. Bill analyzes the emotions of the typical customer and what it means for you.
Moment of Truth Residential Carpet Cleaning Checklist
This “Moment of Truth” checklist structures the job so your techs (and you!) can easily create a Cheerleader out of the home owner! Follow these simple steps …