Parking your truck safely and efficiently
How you park your truck can make for faster work or expose you to real dangers. Steve shares a few tips to keep you safe, effective and healthy …
Negative Moment of Truth
Cut your home owner complaints by placing this “Spot and Stain Card” after the cleaning!
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 …
Avoid negative cell phone Moments of Truth
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.
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,
Reassure your clients with a ‘call-ahead’!
Learn from an experienced Arizona carpet cleaner how to consistently creates positive Moments of Truth before your Technician even reaches the customer’s driveway.
The ‘why and how’ of avoiding NEGATIVE Moments of Truth
Negative moments of truth kill word of mouth marketing. Start creating cheerleaders today by avoiding these mistakes.
‘Atone for your sins’ with a Gift Card!
A lifetime customer is worth thousands in repeat business and referrals! Do more than “fix the problem”, win points with a gift check.
How to improve your “set-up routine”
Find the right balance between efficiency and quality service by following a perfected set-up routine.
Punctuality implies not being too “early”…
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”.
How to avoid being “surprised” with negative online reviews!
Negative online reviews are a tempting way to vent. Your problem? A negative review can stick around “forever”!
Words can destroy … YOU!
Be smart. Choose your words wisely when speaking with Customers. Steve gives three examples to put into practice today and everyday.
Do you give your people the time they need?
Overbooking does damage in a multitude of ways. Steve Toburen exposes these dangers and offers some practical solutions.
Will your clients sing your praises online?
Clients sing your praises when they have been super impressed with your work. How can you make this happen today and EVERY day?
Back to basics with ‘Moments of Truth’ (Part 3)
Organize and control your company’s Moments of Truth with these free tools.
How to learn from customer complaints
This Customer Concern Follow-up Sheet will salvage the customer while providing valuable feedback for your company.