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.
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.
This “Moment of Truth” checklist structures the job so your techs (and you!) can easily create a Cheerleader out of the home owner! Follow these simple steps …
A Baltimore carpet cleaner has a new toy! A very sophisticated phone system with all the bells and whistles. But Steve reminds him that the basics still count …
Home owners LOVE having sparkling, fresh, clean carpets. But they HATE actually having the work done! No one likes having strangers working in their “inner sanctum”, their home. Calm your client’s fears by empowering them with these “Illusion of Control” TIPS …
How important is a good guarantee in your overall customer service system? Big Billy has stumbled on a treasure trove of ways to keep every customer pleased. Check out how coupon discounter Groupon is building their company by wowing customers …
The health and well-being of the home owner’s family is a huge motivation to have their carpets cleaned. So how should you (and your employees) treat the little ones in the house? Here are some great ways to put the kids (and their parents) at ease while you are cleaning the carpets …
Resist the urge to run and “make production” at the beginning of your residential cleaning jobs. A few well-invested minutes and well chosen words can open the way for an improved working relationship with the customer.
Nobody likes misunderstandings or arguments and especially with a testy customer who feels like she has been “betrayed” on her carpet cleaning pricing. Here is a very simple way to keep all your advertised price promotions straight and heading off ugly confrontations before they start …
They say “imitation is the sincerest form of flattery”. If so, SFS member Dave Pastor very “sincerely” likes our SFS Director of Training. Read how Dave blew away his local BNI group by sharing a few key SFS ideas. Then learn how you can use these same concepts in your company. (Even without attending SFS!)
Tom Peters may not clean carpet, but he certainly understands moments of truth. Check out the first chapter of his new book for free.
This little nugget is a great reminder of how important the details are when Making the Cheerleader.
