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!”
moment of truth
Giving more “R&R” to your employees
The more “public” your R&R the more impact it has with an employee. Here is an easy way for clients and coworkers to publicly R&R your employees’ efforts.
Always be “on time”!
It is the little details (what we call positive “Moments of Truth” in SFS) that add-up when starting a business relationship.
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.
Poker chips create positive ‘Moments of Truth’ in a carpet cleaning pre-inspection.
Home owners blossom when they see your technician paying attention to what they say. The very best way to show you are really listening? Take “Immediate Action”! Read on for a simple but highly effective “Moment of Truth” when “pre-inspecting” before the carpet cleaning …
Creating Cheerleaders through courteous driving …
Today, right now thousands of negative Moments of Truth are being created by thoughtless carpet cleaning technicians recklessly speeding on the way to their next job! Don’t let your people be among them …
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…
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.