Clear, Honest, Open Communication is the key!
Communication systems help avoid costly misunderstandings and promote a professional, trusting relationship.
inspections
Can you create a “picture”?
Let your client “pre-experience” the cleaning or restoration service you are selling.
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 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?
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.
Never argue “cleaning methods” with a client!
Steve agrees with healthy debate between cleaning and restoration professionals. However arguing cleaning methods is not a good idea. Here’s why…
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…
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.
Close the sale with “Reciprocal Giving”
Reciprocity just means you do something nice for someone without explicitly requiring they return the favor.
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
Getting paid to do a demo?
Your prospect may view your work as a “price-driven commodity” UNTIL they “experience your quality”. Steve shares how to get paid while doing this!
Ban the phrase “Traffic Lanes”
Words are powerful. Steve illustrates how a simple change of phrase will get you the credit you deserve!
Creating Cheerleaders with “Magic Squares”
Let’s face it- in residential cleaning (or even more in restoration) it is all about “Putting on a show”! In this QuickTIPS we break down just why this “dog and pony show” matters so much.
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 …