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Negative Moment of Truth

Reassure your clients with a ‘call-ahead’!

by Steve Toburen

Learn from an experienced Arizona carpet cleaner how to consistently creates positive Moments of Truth before your Technician even reaches the customer’s driveway.

Categories quickTIPS Tags call-ahead, carpet cleaning technician, cell phones, communication, efficiency, employees, Negative Moment of Truth, office staff, phone script, production, voicemail 2 Comments

The ‘why and how’ of avoiding NEGATIVE Moments of Truth

by Steve Toburen
avoid negative moments of truth

Negative moments of truth kill word of mouth marketing. Start creating cheerleaders today by avoiding these mistakes.

Categories quickTIPS Tags carpet cleaning marketing, cell phones, customer eyeglasses, customer service, first impression, marketing, moment of truth, Negative Moment of Truth, new carpet cleaning customers, repeat carpet cleaning customers Leave a comment

‘Atone for your sins’ with a Gift Card!

by Steve Toburen

A lifetime customer is worth thousands in repeat business and referrals! Do more than “fix the problem”, win points with a gift check.

Categories quickTIPS Tags carpet cleaning marketing, competition, complaints, customer concerns, last impression, Negative Moment of Truth, referrals, repeat carpet cleaning customers, Symbolic Atonement 4 Comments

How to improve your “set-up routine”

by Steve Toburen
set-up routine

Find the right balance between efficiency and quality service by following a perfected set-up routine.

Categories quickTIPS Tags attitude, increased efficiency procedures, infrastructure, Negative Moment of Truth, production, systems, technical cleaning skills Leave a comment

Punctuality implies not being too “early”…

by Steve Toburen
puntuality in residential cleaning

It can be ohhh so tempting to be over zealous in jamming one more job into the morning or afternoon. Even if it means sacrificing true “punctuality”.

Categories quickTIPS Tags first impression, in the home script, Negative Moment of Truth, punctuality, residential carpet cleaning, time management Leave a comment

How to avoid being “surprised” with negative online reviews!

by Steve Toburen
avoid negative online reviews

Negative online reviews are a tempting way to vent. Your problem? A negative review can stick around “forever”!

Categories quickTIPS Tags communication, customer concerns, Negative Moment of Truth, online reviews, Quality Check calls Leave a comment

Words can destroy … YOU!

by Steve Toburen
choose your words

Be smart. Choose your words wisely when speaking with Customers. Steve gives three examples to put into practice today and everyday.

Categories quickTIPS Tags communication, customer eyeglasses, Emotional Dynamics, inspection tools, Negative Moment of Truth Leave a comment

Do you give your people the time they need?

by Steve Toburen

Overbooking does damage in a multitude of ways. Steve Toburen exposes these dangers and offers some practical solutions.

Categories quickTIPS Tags company morale, differentiation, increase carpet cleaning ticket total, Negative Moment of Truth, production, raising prices Leave a comment

Will your clients sing your praises online?

by Steve Toburen

Clients sing your praises when they have been super impressed with your work. How can you make this happen today and EVERY day?

Categories quickTIPS Tags carpet cleaning marketing, Emotional Dynamics, high season, marketing, moment of truth, Negative Moment of Truth, referrals Leave a comment

Back to basics with ‘Moments of Truth’ (Part 3)

by Steve Toburen

Organize and control your company’s Moments of Truth with these free tools.

Categories quickTIPS Tags carpet cleaing marketing, customer cheerleader, moment of truth, Negative Moment of Truth Leave a comment

How to learn from customer complaints

by Steve Toburen

This Customer Concern Follow-up Sheet will salvage the customer while providing valuable feedback for your company.

Categories quickFIXs Tags complaints, customer concerns, expectations, improve carpet cleaning sales, Negative Moment of Truth, Quality Check calls, repeat carpet cleaning customers, technical cleaning skills, telephone Leave a comment

Transform a complaining client into a Cheerleader- Part 3

by Steve Toburen

Let’s wrap this series up with my one-two punch that will make a complaining customer absolutely fall in love with your company.

Categories quickTIPS Tags attitude, complaints, customer concerns, emotions, expectations, Negative Moment of Truth, Spot and Spill warranty, Symbolic Atonement, technical cleaning skills, telephone Leave a comment

Transform a complaining client into a Cheerleader- Part 2

by Steve Toburen

No matter how good you are a few clients will STILL complain. (And you can only HOPE they call you instead of nailing you on the Internet for 1,000’s of prospective customers to read!)

Categories quickTIPS Tags complaints, customer concerns, differentiation, emotions, job site inspections, Negative Moment of Truth, On The Job, online reviews, owner/operator, stage play, technical cleaning skills Leave a comment

Transform a complaining client into a Cheerleader- Part 1

by Steve Toburen

What do you do when an unhappy client actually wants to USE your “100% delighted guarantee”! GRRRR! This is so unfair since you did a “good job”! Listen carefully here..

Categories quickTIPS Tags attitude, complaints, customer concerns, differentiation, emotions, Negative Moment of Truth, owner/operator, technical cleaning skills Leave a comment

Can answering your phone be a negative thing?

by Steve Toburen

So should you ALWAYS answer your phone 24-7? Steve says it all depends on the services you offer. So learn how to “sort” your incoming calls…

Categories quickTIPS Tags call center, carpet cleaning marketing, carpet cleaning telephone procedures, cell phones, communication, emergency water damage, first impression, Negative Moment of Truth, on-call program, owner/operator, sales, systems, telephone, telephone formats 1 Comment
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