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!
emotions
Texting for “permission to call”
Do you respect your customer’s personal space? What about your employees? Steve analyzes how “personal space” includes the use of telecommunications.
Will you “focus” on your people?
Chuck Violand asks some uncomfortable questions about misplaced loyalty to marginal employees. It is time to reflect on your people…
“Card” your new employee immediately
You’ve invested a lot finding, interviewing and hiring a new employee. Now help them to feel like part of your family….
Make your first impressions stand out
“First impressions last.” It is that simple. So focus on those first two essential minutes on the job. For example…
Dealing “up front” with winter’s woes
When rainy/snowy/generally nasty weather arrives the residential cleaning cancellations start rolling in. Here is a “preemptive strike” to stop the madness.
“Success starts in your head” (Part 2)
Many restoration owners get derailed in their search for success. Why? Chuck goes deep inside the human psyche for answers that we can use everyday.
Never present a “contract” for signing
Words make a difference. So sell commercial carpet cleaning smart by avoiding negative phrases like “contract”. What to use instead? Read on…
“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.
Solid decisions-not “wishful thinking”(Part 1)
Facing the real data in your business frequently means somebody is going to have to make some tough decisions. Since you’re the guy who signs the checks- that “somebody” is probably YOU!
Google+ for Cleaners & Restorers: Small Business Benefits
So why should you focus on social media and especially Google+? For the social media challenged among us trust your SFS team to break it down into easily understood concepts.
How to recover from a service blunder
Here is a simple acronym “road map” for making unhappy clients into “Turbo” Customer Cheerleaders!
Why can’t customer service always be this easy?
Everyone knows Big Billy has always been addicted to the coffee at Starbucks. Now his latest Starbucks experience has turned him into a raving fan. Future SFS attendees be warned …
TOP TEN #4- Make MORE $$$ by “Booking LESS”
Most cleaners love an upcoming week crammed full of jobs right from the git-go. But Steve says there are several subtle traps in overbooking your technicians. Learn how you may “Make More Money” by booking fewer jobs per week …
“Breaking bread” brings your team together
People hire on with you for you for a pay check. (Duh!) BUT they stay long term because they “buy in” emotionally to the family atmosphere and shared vision you have created. Read on for how to do it …