Dealing with the “How much?” question…
Don’t get tripped up with price quotes, keep the conversation going with my two-step “How much?” reply. Here’s how it works…
moment of truth
A simple card to warn (and soothe) your carpet cleaning customer
Even slightly damp carpets can leave a bad impression on the homeowner. (Even worse if they slip and fall!) Use this simple TIP to create a positive Moment of Truth out of a slippery situation!
Give away “booties” and make a Cheerleader!
Lots of carpet cleaners wear surgical type shoe covers (“booties”) in the home. But very few WOW their client by offering the home owner their very own booties!
Big Brother is watching…
Hidden cameras, intercoms, even an open window can all lead to BIG negative Moments of Truth. Keep things on the straight and narrow by reminding your people that they are constantly being observed,
Keeping your equipment shiny and pristine!
You want to take the dirt OUT of your client’s home, not bring more IN! This week’s QuickTIP shares how to always keep your equipment clean …
Place your Air Movers correctly to get more residential carpet cleaning work
Make Cheerleaders in residential carpet cleaning before you even turn on your truckmount. How? Give your customer “the Illusion of Control”.
The best way to train techs in customer service
How can owners and managers train their employees so that they morph into “Cheerleader making machines”? Jeff Cutshall shares one solution…
Always Ask a ‘Courtesy Question’
Stop ‘barging in’ on people on the phone without ‘knocking’! instead, use this ‘Courtesy Question’ to get permission first!
Tweak your weekly staff meeting
What do your employee’s take away from your staff meetings? Give them some homework.
How analyzing each complaint can ‘tune up’ your company
A complaining customer is just a wake up call to “tune up” your company. But before you can make these positive changes you need lots of “Why, When, Where, What and HOW?” answers.
The ‘why’ of business vehicle signage…
Marketing is a hot topic. And rightly so! What part should your vehicle signage play in your overall plan? Steve shares some valuable principles.
The ‘why and how’ of avoiding NEGATIVE Moments of Truth
Negative moments of truth kill word of mouth marketing. Start creating cheerleaders today by avoiding these mistakes.
Help your clients ‘feel good’ about the condition of their home!
How many times have you had a residential carpet cleaning customer apologize to you for the condition of her carpets? This can be treacherous ground. This week’s quickTIPS shares a great response that will turn a negative in to a great positive Moment of Truth …
Get the jump NOW on winter challenges!
A proactive cleaning and restoration contractor can beat winter challenges with these key steps!
A clipboard gives you “Instant Respect”!
Create positive client feelings right from the git-go with a simple clipboard. Small touches like this display a “Sense of Urgency” and communicate security to the client.