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…
moment of truth
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.
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.