What is “great customer service”?
Everyone talks about it- but what exactly does “great customer service” consist of? After 40 years in the industry Steve shares his take on the question …
loyalty
A “Disloyal” Cheerleader?
Value Added Service can greatly increase your repeat business but it doesn’t guarantee it. How can you increase your chances?
I think I need a partner …
All of us need a shoulder to cry on. Steve explains that while a partner may help you now it will be some very expensive emotional support down the road …
Do more cleaning while you are already on-site!
One of Steve’s favorite ways to add value and make more money on each job.
Start With Why by Simon Sinek
Start With Why has its own simple philosophy “people don’t buy WHAT you do, they buy WHY you do it.”
Rewarding your real estate agent Referral “Hubs”
Why not REWARD your loyal customers and MOTIVATE them to refer your services? (Remember that if you don’t create Cheerleaders with Value Added Service NO ONE will refer you!)
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.
Make a new employee into a Cheerleader
Get off on the right foot with Momma and everyone will be happy. And especially you as you create “Employee Cheerleaders” who seldom quit!
Use ‘cloud storage’ for client information sharing
Become the “go-to company” for an insurance adjuster or a commercial facility manager and they’ll stay with you forever.
Better than a business card?
It is essential to keep your business contact info in front of your customers. Here is one simple, inexpensive “in-the-home reminder” that really works.
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 …
Creating low-cost “little marketers”
Every carpet cleaner wants to make a great first impression and prepare the way for repeat sales. How can the customer’s children assist in this endeavor? Read on for a simple but effective tip.
Do the right thing! In life and on the job.
What is the best way to “differentiate” yourself from your competition? Steve Toburen says displaying (and feeling) old-fashioned “care and concern” for your clients…
How can I reach out to my “straying” carpet cleaning clients?
A Wisconsin carpet cleaner has been looking for an “excuse” to call his tardy booking customers. Steve shares a great way to reach out to your clients and at the same time create a positive Moment of Truth …
True leaders are willing to take the hit. Are you?
When there is a problem with a customer do you handle it immediately? Or do you take the low-profile route and let your office staff or technicians face the heat? Big Billy Yeadon tells us how Southwest Airlines handled a stressful situation recently …