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in the home script

Don’t let ’em get away!

by Steve Toburen
hidden price objection

The customer wants “to consult” with their spouse. In reality they have a price objection. Here’s how to get price out in the open and still make the sale.

Categories quickTIPS Tags budget conscious cleaning customers, cleaning pricing profit, customer interview, improve carpet cleaning sales, in the home script, negotiate final price, package pricing, price shoppers, stage play Leave a comment

Give your clients multiple chances to buy ‘Additional Service Options’!

by Steve Toburen

There is nothing more profitable in our cleaning and restoration industry than re-applying carpet protector. Agreed?

Categories quickTIPS Tags add-on sales, additional cleaning services, bait and switch, carpet cleaning presentation, honesty, in the home script, inspections, scotchgard 1 Comment

How to close the deal in a video chat ‘pre-inspection’.

by Steve Toburen
video conference

We now are living in the ‘no contact’ world of COVID-19! Home owners don’t want contact with anyone! How are you going to close the sale?

Categories quickTIPS Tags carpet cleaning sales, COVID-19, customer interview, in the home script, inspections, price shoppers, safety, selling Leave a comment

Tuning up your ‘Front Door Routine’

by Steve Toburen

So you’ve arrived on time, introduced yourself and you’re even wearing your photo I.D. badge. Now what?

Categories quickTIPS Tags bath mats, carpet cleaning marketing, communication, door-to-door, ID badge, in the home script, personal space, production, shoes, stage play, time management Leave a comment

Step-by-step BEFORE you knock on the door!

by Steve Toburen

You must control the “company routine” you (and your techs) have with each client. Because customers LOVE consistency!

Categories quickTIPS Tags carpet cleaning marketing, carpet cleaning presentation, cell phones, hygiene, ID badge, in the home script, infrastructure, marketing, parking service vehicle, procedures, smile, systems Leave a comment

A 5-Step “PreInspection Format”

by Steve Toburen
preinspection format

Follow this 5-step Preinspection Format the first time you price any job to increase sales and make more Cheerleaders.

Categories quickTIPS Tags booties, forms, ID badge, in the home script, inspection tools, inspections, photo scrapbook Leave a comment

‘Pre-inspecting’ vs. ‘Immediate Pricing/Booking’

by Steve Toburen

Keep BOTH options open by asking your caller “Qualifying Phone Questions”

Categories quickTIPS Tags business questions, carpet cleaning telephone procedures, in the home script, phone sales, phone script, sales, telephone formats Leave a comment

Punctuality implies not being too “early”…

by Steve Toburen
puntuality in residential cleaning

It can be ohhh so tempting to be over zealous in jamming one more job into the morning or afternoon. Even if it means sacrificing true “punctuality”.

Categories quickTIPS Tags first impression, in the home script, Negative Moment of Truth, punctuality, residential carpet cleaning, time management Leave a comment

Back to Basics with “Service Systems” (part 2)

by Steve Toburen

Service Systems “make it easier to do it right than to do it wrong” for you and your techs!

Categories quickTIPS Tags carpet cleaning marketing, cheerleader, customer service, emotions, employees, in the home script, infrastructure, systems Leave a comment

How to get paid BEFORE your client “disappears”

by Jeff Cutshall

Making the Cheerleader is your prime objective but if you don’t get paid it doesn’t feel quite so good!

Categories SFS Instructor’s Blog Tags carpet cleaning technician, customer cheerleader, customer eyeglasses, customer service, getting paid, in the home script, new carpet cleaning customers, On The Job, telephone formats, value conscious cleaning customers Leave a comment

Show me the money! – 3

by Steve Toburen

Let’s tie this series up with Steve’s TOP TEN “Getting Paid” TIPS

Categories quickTIPS Tags cash flow, finance flash report, finances, getting paid, in the home script, stage play Leave a comment

Show me the money! – 1

by Steve Toburen

After you finish the job your customer now has “possession” of your completed service. BUT they also still “have your money”! How does a cleaner get paid … ?

Categories quickTIPS Tags carpet cleaning marketing, credit cards, getting paid, in the home script, last impression, sales Leave a comment

Never argue “cleaning methods” with a client!

by Steve Toburen

Steve agrees with healthy debate between cleaning and restoration professionals. However arguing cleaning methods is not a good idea. Here’s why…

Categories quickTIPS Tags cleaning methods, communication, Emotional Dynamics, in the home script, inspections, phone sales, technical cleaning skills, telephone formats 2 Comments

The Simple “1-2 Cheerleader Punch”!

by Steve Toburen

How can you make it simple for your techs to influence how the customer FEELS about them? Here’s one simple, powerful tip.

Categories quickTIPS Tags 80 percent principle, carpet cleaning marketing, carpet cleaning technicians, customer eyeglasses, Emotional Dynamics, emotions, eye contact, in the home script, moment of truth, motivating carpet cleaning technicians, relationships, smile Leave a comment

How to be more productive in carpet cleaning

by Steve Toburen

This Residential “Set-up List” organizes each trip up to the house while still focusing on the all important customer.

Categories quickFIXs Tags efficiency, in the home script, procedures, production, residential carpet cleaning, systems, time management Leave a comment
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