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.
Negative Moment of Truth
‘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.
Transform a complaining client into a Cheerleader- Part 3
Let’s wrap this series up with my one-two punch that will make a complaining customer absolutely fall in love with your company.
Transform a complaining client into a Cheerleader- Part 2
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!)
Transform a complaining client into a Cheerleader- Part 1
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..
Inform and empower 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.
Can answering your phone be a negative thing?
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…