Ban the phrase “Traffic Lanes”
Words are powerful. Steve illustrates how a simple change of phrase will get you the credit you deserve!
moment of truth
Make your first impressions stand out
“First impressions last.” It is that simple. So focus on those first two essential minutes on the job. For example…
Mike Lamunyon: “I was ready to have a nervous breakdown before SFS!”
Mike reminisces on the growth of his restoration business and how Jon-Don and the SFS program have been his “Partners for Success”…
Use ‘cloud storage’ for client information sharing
Become the “go-to company” for an insurance adjuster or a commercial facility manager and they’ll stay with you forever.
Help me implement the Stay Beautiful program!
Steve gives his quick review of what the Stay Beautiful program is and how it works. Use this program to 1) retain your customers, 2) maintain cash flow and 3) raise the value of your business.
Making your Photo ID badges even better!
Wearing a simple photo ID badge calms your first time client’s silent fears and is a great Moment of Truth. Now Steve weighs in on how to get even more traction out of ID badges!
Respect your client’s “Personal Space”
You (and your employees) have a very short time to put your customer’s mind at ease. How long? Steve says two minutes! So you better get started off right…
Cautiously addressing the client in her home
A female home owner is VERY nervous with unknown technicians working in her inner sanctum. Be aware of the clients need for control of the situation and you will “clean up” in residential carpet cleaning!
“Making it easier” by using pocketed folders
Give your customers personalized attention with these simple pocketed folders. This easy tweak will save time and aggravation for everyone.
“Where are all the good employees?”
Sooner or later most of you will hire an employee(s). Much of the time your new hire will be an unmitigated disaster! SFS member John Mapes shares a great hiring tip…
How to get more cleaning customer referrals
Even after a “good job” most clients won’t refer you. This simple “Moment of Truth” checklist will have homeowners boost your cleaning customer referrals!
Asking permission creates great Moments of Truth
You are a kind, generous person that delights in doing extra things for your clients AND at no charge. So why not get the credit for doing so and in the process create Cheerleader Customers? Steve shares a tip…
TOP TEN #1: “Make the Cheerleader”
Steve shares his #1 best way to Make More Money (MMM) at each job AND a list with 45 easy tips on HOW to MMM! Don’t miss this one!
2011’s TOP FIVE articles!
What reached out and grabbed our cleaner and restorer readers during 2011? This recap let’s you know what our little “band of brothers” focused on last year. You STILL can act on any of these ideas. Just don’t let 2012 leave you in its dust.
Moment of Truth Restoration Checklist
This restoration “Moment of Truth” checklist structures the job so that while your employees are doing the restoration work, they are also giving the home owner positive Moments of Truth.