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.
Tag Archives | moment of truth
Get the jump on winter challenges
A proactive cleaning and restoration contractor can beat winter challenges with these key steps!
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 (Part 3)
Organize and control your company’s Moments of Truth with these free tools.
Avoiding NEGATIVE “Moments of Truth”
The best, fastest and by far cheapest way to grow your business? Develop delighted Customer Cheerleaders who preach your praises to everyone they meet.
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.
How to gracefully flip your customer’s “Thank you”!
When your customer says “Thank you” at the end of your job, how should you respond? I suggest flipping this exchange into a positive Moment of Truth with this reply.
