Don’t you just hate those nasty call-backs and complaints after you are convinced you left the carpets looking great? (Especially when the customer wasn’t even there when you did the work! Grrrr …) Here is one great way to pro-actively solve this problem before it even starts …
You’ve worked really hard to polish your company image. Don’t let bad cell phone habits bring it down. Get started with these TIPS from the frontlines of a really successful carpet cleaning operation.
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,
Learn from an experienced Arizona carpet cleaner how to consistently creates positive Moments of Truth before your Technician even reaches the customer’s driveway.
Negative moments of truth kill word of mouth marketing. Start creating cheerleaders today by avoiding these mistakes.
A lifetime customer is worth thousands in repeat business and referrals! Do more than “fix the problem”, win points with a gift check.
Find the right balance between efficiency and quality service by following a perfected set-up routine.
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”.
Negative online reviews are a tempting way to vent. Your problem? A negative review can stick around “forever”!
Be smart. Choose your words wisely when speaking with Customers. Steve gives three examples to put into practice today and everyday.
Overbooking does damage in a multitude of ways. Steve Toburen exposes these dangers and offers some practical solutions.
Clients sing your praises when they have been super impressed with your work. How can you make this happen today and EVERY day?
Organize and control your company’s Moments of Truth with these free tools.
This Customer Concern Follow-up Sheet will salvage the customer while providing valuable feedback for your company.
Let’s wrap this series up with my one-two punch that will make a complaining customer absolutely fall in love with your company.