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!)
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..
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…
Words make a difference. So sell commercial carpet cleaning smart by avoiding negative phrases like “contract”. What to use instead? Read on…
Here is a simple acronym “road map” for making unhappy clients into “Turbo” Customer Cheerleaders!
Here are some more words to avoid along with the better replacements. Plus, our readers chime in with their favorite expressions.
Words paint a mental image in the already stressed out mind of your residential client. So Steve shares some great “replacement phrases” for the negative word “spray”!
A female home owner is VERY nervous with unknown technicians working in her inner sanctum. Be aware of the clients need for control of the situation and you will “clean up” in residential carpet cleaning!
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 …
Avoid negative and even dangerous Moments of Truth in the winter with this great little reminder! (Plus your back will thank you too!)
Should you say you are sorry even when it is not your fault? Southwest Airlines’ “recovery system” is just one of the many reasons why they are king of customer service AND make money as their competitors go broke. What does your company do when “it” hits the fan?
You would never knowingly hire a heroin addict, would you? And yet you are allowing another equally insidious addiction to continue without trying to stamp it out. Steve shares one sure-fire (but very painful) “tough love” approach …