How can I help? Should I?
The homeowner/ carpet retailer relationship is a difficult and thorny one. Then along comes an unsuspecting carpet cleaner who just wants everyone to get along …
emotions
Laugh more, enjoy each day AND your great carpet cleaning career!
Life is too short for a cleaning professional to pass his or her day down in the dumps. Plus any attitude (good or bad) is highly “contagious”. Here is one tip to keep a sour viewpoint from creeping up on you …
Crossroads of Expansion
Business is going great! Now there are big questions on the horizon. What to do next?
Carpet cleaning technician mobile phone frustrations
Mobile phone use by you or your cleaning operation employees in the home is a bad idea. Here are some options to curb the problem.
How can I get my carpet cleaning techs to upsell?
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 is the “Principle of Reciprocity” manipulative?
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”.
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.
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?
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?