How to ‘convert’ an angry client into a Cheerleader!
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?
emotions
The WHY and HOW of fixing a complaint QUICKLY and CHEERFULLY!
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 …
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.
STOP making business decisions ’emotionally’!
Build your company based on the emotions of your customer but… NEVER make business decisions emotionally!
Never ‘accuse’ your prospect of having a “problem”!
Steve shares one word to never use with a customer along with a reminder on a much more neutral and less “accusatory” phrase.
Help your clients ‘feel good’ about the condition of their home!
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 …
How to ‘Creatively Empathize’ with a price shopper
What options do you really have for dealing with ‘price shoppers’. Steve shares his only solid strategy.
PAYOFF: The Hidden Logic That Shapes Our Motivations
This book tackles the ever elusive subject of our motivation. What motivates people? How can an owner motivate his technicians to greater things?
How to increase your employee’s self esteem
Few people are (initially) excited and proud to be hired as a cleaning and/or restoration technician.
A clipboard gives you “Instant Respect”!
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.
12 Secrets to Success in Carpet Cleaning
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.
Using a Telephone Format
The dreaded question of “how much?” meets it’s match in this Special Report.
Avoiding the Road In-Between
Choose your own path to business growth. This report helps you avoid common pitfalls while finding the path that best suits you and your life goals.
Pet Problems: I Smell Money!
Big Billy Yeadon shares how to increase your share of a $41,000,000,000.00 (that’s a whole lot of zeros!) market that many other cleaners are missing out on … the lucrative world of pet care.