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 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”.
Few people are (initially) excited and proud to be hired as a cleaning and/or restoration technician.
Fixing a complaint just gets you “even” with your client. Why not invest a few minutes more and create a “Turbo Cheerleader” while you are there anyway?
Fixing complaints is more about good communication than it is about your technical cleaning skills. To turn a bad situation into a positive Moment of Truth you need to do more than just remove the spot. Here’s how to fix the REAL issue …
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.
Build your company based on the emotions of your customer but… NEVER make business decisions emotionally!
Steve shares one word to never use with a customer along with a reminder on a much more neutral and less “accusatory” phrase.
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 options do you really have for dealing with ‘price shoppers’. Steve shares his only solid strategy.
This book tackles the ever elusive subject of our motivation. What motivates people? How can an owner motivate his technicians to greater things?
Create positive client feelings right from the git-go with a simple clipboard. Small touches like this display a “Sense of Urgency” and communicate security to the client.
This information has been tested and refined over the last thirty years. First by me and now for the last ten-plus years by our over 2,000 SFS members.
The dreaded question of “how much?” meets it’s match in this Special Report.
