Words are so very powerful!
The phrases you (and your employees) use with the client can define you as a true professional.
first impression
Keep it simple, sweetheart!
Does your cleaning/restoration company have these “Making It Easier” procedures implemented?
How to deal with a ‘Procrastinating Prospect’
The “Let me check with…” response is usually an “evasion tactic” to avoid the more accurate (but extremely adversarial) customer reply, “You are waaaaaay more expensive than the other guys!” What should you do?
Can you give me any brochure ideas?
Steve gives advice to a New York cleaner on the content and design of a killer sales brochure.
Why you must ask “Valid Business Questions”
What are “Valid Business Questions”? Steve gives sample questions to help you build confidence with the customer and make the sale.
The Story Factor by Annette Simmons
The best business books aren’t just about business; they give you tools to improve your communication skills and/or increase your powers of influence. Bill explores how to create a “story”.
I loved my “duckbills”!
Tools in our industry can range from the massive to the sophisticated. So why my love affair with “duckbills”?
Display your ‘care and concern’ with “Immediate Action”!
Creating Customer Cheerleaders is all about how they feel about YOU … not the work. Value Added Service is based on little details. For example…
No more clutter in your service truck!
Clutter is a fire hazard, a Negative MOT and even worse it breeds… more clutter! So here is a No-More-Clutter Checklist
Use “Reciprocal Giving” in your cleaning & restoration business (Video)
“Reciprocity” means you do something “nice” for a client (without asking anything back in return).
The “Show and Tell” carpet cleaning pre-inspection (Video)
Create a dramatic “before-and-after” contrast with this “Show and Tell” Demo to show the customer just how great their carpets will look after cleaning. Help your customer visualize the final results and you’ll always book the job! Steve takes you step by step through his “Show and Tell” process. More resources: Steve’s Special Report: Carpet … Read more
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!
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.
How to train your techs for referrals
This “Initial Value Added Service Training” procedure gives you a step-by-step guide to pre-orient your employee on the hidden customer emotions confronting them on the job.
The “Do’s & Dont’s” of business cards
Don’t be boring. Instead, design a biz card that people want to keep. Your card is your first introduction to everyone so make it count. Here’s how to do it…