How to recover from a service blunder
Here is a simple acronym “road map” for making unhappy clients into “Turbo” Customer Cheerleaders!
marketing to women
Words Do Matter (Part II)
Here are some more words to avoid along with the better replacements. Plus, our readers chime in with their favorite expressions.
Cautiously addressing the client in her home
A female home owner is VERY nervous with unknown technicians working in her inner sanctum. Be aware of the clients need for control of the situation and you will “clean up” in residential carpet cleaning!
Always “do extra” but never do it “for free”!
Value Added Service is all about going the extra mile to make your customer happy. Here are a few options and tips on how to present your “no-charge” extras.
Focus on your technician’s shoes!
If you are cleaning floors you must focus on the work AND the shoes you are wearing. Why? Because your client will be! So your technician’s shoes should reflect your company’s “Commitment to Cleanliness”.
Simply ‘apologize’ to get new clients!
You’ve probably heard of leaving a “door hanger” on each house to the side and on the three homes across the street. Now Steve walks you through a MUCH better twist on this venerable “Five Around” concept!
TOP TEN: “Make More Money From Each Job”- By charging MORE!
Steve says: “Put more profit in your pocket by raining your prices!” (DUH!)
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.
Cleaning carpets in winter- YUCK!
Winter is on the way! So how can you keep those residential jobs coming in even during the most foul weather? By displaying care and concern for your client’s home …
Communicating your marketing message with emotions
The average cleaner and his client are more different than they are alike. Bill analyzes the emotions of the typical customer and what it means for you.
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!
“Carefully Clean” technicians create Cheerleaders!
No one wants your previous customer’s “issues” brought into their home. So keep your clothes problem (and lint/ fiber/ dander) free with this little TIP …
Create Cheerleaders by winning over the kids!
Use this tip to keep the kids safely occupied while you clean. And who knows… maybe little Johnny will beg Mommy to have you come back again real soon!
Create Cheerleaders by respecting the home owner’s privacy
Inevitably home owners feel invaded and vulnerable with strangers working in their home. Reassure and calm their traumatized emotions by respecting their “most private spaces” …
Give your clients the “Illusion of Control”
Home owners LOVE having sparkling, fresh, clean carpets. But they HATE actually having the work done! No one likes having strangers working in their “inner sanctum”, their home. Calm your client’s fears by empowering them with these “Illusion of Control” TIPS …