The why and how of “Thank You”
A multitude of tiny MOTs combined together will create delighted Customer Cheerleaders that will produce millions of dollars in “downstream profits!”
last impression
Why you should ban the phrase “No problem”!
When your customer says “thank you” how do you reply? Steve reminds us to “keep it positive” while reminding your client about reviewing you online.
Beware of “Heightened Awareness Syndrome”
It drove me absolutely nuts when my company was blamed for the customer’s pre-existing problem(s)! However usually they (and I) were innocent victims of a weird psychological phenomenon I’ve dubbed … “Heightened Awareness Syndrome”! (HAS)
How to ‘convert’ an angry client into a Cheerleader!
Fixing a complaint just gets you “even” with your client. Why not invest a few minutes more and create a “Turbo Cheerleader” while you are there anyway?
How to ‘flip’ an angry customer
Dealing with upset customers can take a lot of time and patience. Is it worth it? Absolutely. Follow these three steps to diffuse and convert a tense situation.
‘Atone for your sins’ with a Gift Card!
A lifetime customer is worth thousands in repeat business and referrals! Do more than “fix the problem”, win points with a gift check.
Your most valuable tool is … ?
Your customer has feelings and that should interest you. This tip will help you gain new appreciation for the impression you make.
Words are so very powerful!
The phrases you (and your employees) use with the client can define you as a true professional.
Show me the money! – 1
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 … ?
Words DO matter!
Words paint a mental image in the already stressed out mind of your residential client. So Steve shares some great “replacement phrases” for the negative word “spray”!
Why can’t customer service always be this easy?
Everyone knows Big Billy has always been addicted to the coffee at Starbucks. Now his latest Starbucks experience has turned him into a raving fan. Future SFS attendees be warned …
Your best carpet cleaner “parting lines” …
It has been well stated, “Last said- first remembered.” Steve reminds us of the need to say goodbye with a flourish!
Give your fire and water damage insureds a tasty way to remember you!
It has been well said, “the way to the heart lies through the stomach.” Read how you can create a great Moment of Truth with a traumatized restoration client with some very memorable but “personalized” comfort food …