‘Clearly defining expectations’ for your employees
I’ve written reams on how to clearly define your CUSTOMER’S expectations. But what about your employees?
expectations
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 …
How to “clearly define” everyone’s expectations!
Someone always “owns the problem”! And if you didn’t create the problem you for sure don’t want the blame…
How to learn from customer complaints
This Customer Concern Follow-up Sheet will salvage the customer while providing valuable feedback for your company.
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.
The “I say … they do” myth (Part 2)
Regardless if you are speaking to senior managers, secretaries, technicians, or sales reps, they all need these 3 common elements when we ask them to do something new.
Solid decisions- NOT “wishful thinking” (Part 4)
With this part 4 I’m finally done pontificating about the “Curse of Wishful Thinking”. But my final “wishful thinking” trap may be the most dangerous of all …
Solid decisions- NOT “wishful thinking” (Part 3)
Can a small business owner be toooo optimistic in their view of future sales? You better believe it! Chuck warns us of the dangers in “gonna sales.”
“The entire carpet is one big urine spot! What next?”
Any professional can successfully deodorize one or two urine spots. But what’s a carpet cleaner to do when practically the whole carpet is contaminated with pee-pee? Big Billy to the rescue again!
A great “prop” to explain why worn areas don’t respond well to carpet cleaning
We hear it all the time, “A picture is worth a thousand words”. Create a “picture” in the home owner’s mind that explains exactly WHY her high traffic areas don’t look as clean and shiny as the carpet under her sofa!
The Expectation Effect
How are you or your staff communicating with the customer? Are you overpromising in hopes of securing the job or are you setting reasonable expectations so your customer is thrilled with the results. Customer satisfaction is the gap between what she expects and what she gets.