Reply to “Unspoken Questions” with “Unspoken Answers”!
All customers have questions they don’t verbalize! Read here samples of “Unspoken Questions” that are screaming away in your customer’s mind right now.
emotions
Do your clients think you are a “bait and switch” company?
IF your client has “clearly defined expectations” you will never be accused of being a “bait and switch” guy! Here is how to get there …
Back to Basics with “Service Systems” (part 2)
Service Systems “make it easier to do it right than to do it wrong” for you and your techs!
Back to basics with ‘just one thing’…
Manage your customer’s experience to be successful in restoration, residential, janitorial services, commercial, or concrete and tile & grout cleaning.
Get your staff up-to-speed on Insureds NOW!
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”!
How to improve your videos
Your customer’s biggest challenge? Choosing a cleaning or restoration contractor when they can’t “try on” your work BEFORE you perform it in their home or business.
Living Respectfully – Part 2
Showing respect for someone doesn’t have to be grand and flashy. There are countless, every-day ways in which it can be demonstrated.
Living Respectfully – Part 1
As a business owner or manager you can easily overlook the influence your actions have on the behavior of your people.
Business Bullies – Part 4
The boss doesn’t have to flaunt her authority by threatening people and the business owner certainly shouldn’t try to bully someone into higher performance.
Business Bullies – Part 3
Bullying contaminates your company culture, undermines the morale of your people, and weakens your competitive position!
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.
Transform a complaining client into a Cheerleader- Part 3
Let’s wrap this series up with my one-two punch that will make a complaining customer absolutely fall in love with your company.
Transform a complaining client into a Cheerleader- Part 2
No matter how good you are a few clients will STILL complain. (And you can only HOPE they call you instead of nailing you on the Internet for 1,000’s of prospective customers to read!)
Transform a complaining client into a Cheerleader- Part 1
What do you do when an unhappy client actually wants to USE your “100% delighted guarantee”! GRRRR! This is so unfair since you did a “good job”! Listen carefully here..
How can I hire someone who hasn’t applied?
Turnover is par for the course in Carpet Cleaning and Restoration companies. However there really are good employee candidates out there. Steve offers some suggestions for finding (and holding on to) the best.