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.
moment of truth
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.
How to reduce commercial complaints
This simple checklist consistently guides your front-line service worker’s relationship with your clients
Will your clients sing your praises online?
Clients sing your praises when they have been super impressed with your work. How can you make this happen today and EVERY day?
Back to basics with ‘Moments of Truth’ (Part 3)
Organize and control your company’s Moments of Truth with these free tools.
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.
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…
The Simple “1-2 Cheerleader Punch”!
How can you make it simple for your techs to influence how the customer FEELS about them? Here’s one simple, powerful tip.
Analyzing each complaint will “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 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!”
No more clutter in your service truck!
Clutter is a fire hazard, a Negative MOT and even worse it breeds… more clutter! So here is a No-More-Clutter Checklist
Always Ask a “Courtesy Question”
My guess is that every day you (and your employees) are just “barging in” on people without “knocking”! Use this courtesy question to get permission first.
Close the sale with “Reciprocal Giving”
Reciprocity just means you do something nice for someone without explicitly requiring they return the favor.