Winning over a traumatized fire or water damage client!
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.
inspections
Make a ‘Preemptive Strike’ on your client!
You’ve surely heard the old saying: “You discover the problem and point it out to the client- they still ‘own it’. But when they find it and complain about it to you- now you ‘own it’!” Here’s how to make this into a system in your company.
Ban the phrase “Traffic Lanes”
Words are powerful. Steve illustrates how a simple change of phrase will get you the credit you deserve!
How can I increase the cleaning frequency of our accounts?
How can a big city commercial cleaner tie-up his commercial customers for the long-term and avoid back-breaking restorative cleanings? Zoned “Maintenance agreements” are the answer but how should he structure (and sell) them? Steve weighs in …
How to “convert” a big cleanup into a regular contract account
A Carolina cleaner is all excited about a big job. Steve returns him to reality with a reminder on regular cash flow and how to get it.
How to deal with “I wanna a price now” callers!
Any phone script needs tweaking now and then… Steve Toburen’s SFS carpet cleaning phone script is due for a little fine tuning of its own. With these modifications you now have the option of giving a price over the phone and STILL book the job!
How can I “work” my 70 year data base of installed carpets?
A 70 year old Texas carpet store is expanding into carpet cleaning. So how can they turn their thousands of long-term retail clients into carpet cleaning customers? Steve shares tips on how to win them now … or win them later.
Never “bicker” over how you measure
Steve shares his tips on avoiding the needless and time-consuming “discussions” with the customer on how the work area should be measured.
“Seeing” is selling…
When first meeting a prospective customer you must “break through” their skepticism. After your contact gives you a tour and shows you their “areas of special concern” simply ask this key question…
Always be “on time”!
It is the little details (what we call positive “Moments of Truth” in SFS) that add-up when starting a business relationship.
Tired of the “your carpet cleaning prices are too high” objection?
The recent Great Recession has marked (scarred?) our customer’s buying habits. Steve shows one Dallas carpet cleaner how to avoid being put on the defensive when hit with the “too high” objection …
Can you impress your client with a flashlight?
Home owners decide if you have done a good job or a bad job based on how they FEEL about you. So the more “care and concern” you show for their home the better. Steve shares a neat little “prop” that helps you create Customer Cheerleaders!
Poker chips create positive ‘Moments of Truth’ in a carpet cleaning pre-inspection.
Home owners blossom when they see your technician paying attention to what they say. The very best way to show you are really listening? Take “Immediate Action”! Read on for a simple but highly effective “Moment of Truth” when “pre-inspecting” before the carpet cleaning …
Banning the “E-word”- Help your prospective customers focus on more than price!
Carpet cleaners all over the world fall into the old “just gimme an estimate” trap with potential carpet cleaning customers. Fight back with this simple change in terminology …
Commercial Sales Wardrobe
How you dress influences how others view you and how you view yourself. There are few rules. See what works for you.