The average cleaner and his client are more different than they are alike. Bill analyzes the emotions of the typical customer and what it means for you.
Tired of getting blown off by adjusters? Then prove to them that you will make their lives easier! Steve shares a great tip on getting the loss started off right.
Extending “uncommon courtesy” to people doesn’t have to be complicated or flashy. But it sure can make someone “feel like a king!”
Customers love two groups more than anything else in the world … their kids AND their PETS! Steve shares two great tips on how to make Cheerleaders out of pet owners from the get-go …
As the rock and roll song goes “the best things in life are free.” And when it comes to marketing, good PR is “priceless.” Add human pathos and emotional content to the PR and you have reached the mountaintop!
Today’s cleaning industry employee wants more than just a paycheck. Steve shares ideas how to promote a fun-loving family atmosphere.
The health and well-being of the home owner’s family is a huge motivation to have their carpets cleaned. So how should you (and your employees) treat the little ones in the house? Here are some great ways to put the kids (and their parents) at ease while you are cleaning the carpets …
Do you ever feel like you are leading the troops in a daily war? Chuck Violand brings up that your soldier employees need much more than a pay check. They need emotional support and comfort. How can you deliver? One great way is with FOOD!
Big Billy Yeadon weighs in with what may be the most profitable way to price your carpet cleaning services as an owner-operator. In the final analysis it will be up to you. But first check out Bill’s musings …
Before you get the answers let me explain the purpose of the quiz. It ultimately comes down to the term “anchoring”. What is “anchoring” and how does it affect the structure of your cleaning prices? Read on …
OK, a good marketing strategy trivia question for all you carpet cleaners. Which sound associated with a brand name is rated #1 in the world? Most of you hear this sound several times a day. Have everyone in your family guess and then we’ll see who wins …
You may be “just a carpet cleaner” but have you ever been accused of being “a blue-sky person”? Do you recall information better when it is explained in story form? Have you noticed that one of your child’s favorite sayings is “Mommy, read me a story?” If your head is nodding up and down, you are going to love this book.
A New York carpet cleaner poses a thorny question, “What is the average age of my customer”? In typical Steve Toburen fashion he takes the “long way around” before answering the original question. But Steve’s long-winded reply contains some great insights on the Emotional Dynamics of the home owner/technician relationship …
Good morning, Steve,
Even though I own my own carpet cleaning business I have also been building my own house and contracting it out myself. The people I am coming across are astounding! These “professional” businesses and contractors have absolutely no customer service.
Picking the best people for your office staff many times means picking people that are smarter and more capable than you. This is a painful hiring process but always has good results. SFS instructor Chuck Violand explains why …