Wearing a simple photo ID badge calms your first time client’s silent fears and is a great Moment of Truth. Now Steve weighs in on how to get even more traction out of ID badges!
You (and your employees) have a very short time to put your customer’s mind at ease. How long? Steve says two minutes! So you better get started off right…
A female home owner is VERY nervous with unknown technicians working in her inner sanctum. Be aware of the clients need for control of the situation and you will “clean up” in residential carpet cleaning!
Guest contributor Ivan Turner weighs in with reflections on a dangerous proverb…
Inevitably home owners feel invaded and vulnerable with strangers working in their home. Reassure and calm their traumatized emotions by respecting their “most private spaces” …
Here is a simple, easy and cheap QuickTIP that will reassure the home owner AND create a “moving billboard’ out of every one of your employees …
One perplexed cleaning newbie confesses that pricing is just one big confusing mess. Steve shares a few quick principles on setting prices and gives a “charge more” pep talk at the same time …
Check out these 10 questions that just may keep you from joining the 80% of start-up businesses that fail within their first decade. Then share with your fellow board members other vital questions that have kept you safe, sane and profitable …
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 …
Hey Steve,
Do you recommend advertising in the “services section” of the classified in a town’s main local paper? If so, what sort of response can I expect? What can I put in 3 lines that would draw attention to my company?
It is a no-brainer you must pick the “best” for your front line workers . How to define the best? The answers Chuck Violand provides might surprise you …
Chuck Violand reflects on the sad fact that most small enterprises are not destroyed by fierce competition or outside forces such as a sour economy. No, the rot comes from within. Read on for an orientation on this insidious danger …
Way back in the 50’s Bo Diddley sang a song titled “Who Do You Love?” If Bo were around today he would change the lyrics to “Who Do You Trust?”
Chaos sounds horrible. It brings to mind historic events such as the fall of Saigon or 9/11 and the horrors that ensued. But chaos can also lead to opportunity. In fact there is a Chinese symbol that stands for danger but also means opportunity. Which one will you choose?
Have you ever wondered why your competition views you with fear, anger, hatred and/or envy? Steve weighs in with a few thoughts …