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..
Negative Moment of Truth
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…
Never present a “contract” for signing
Words make a difference. So sell commercial carpet cleaning smart by avoiding negative phrases like “contract”. What to use instead? Read on…
How to recover from a service blunder
Here is a simple acronym “road map” for making unhappy clients into “Turbo” Customer Cheerleaders!
Words Do Matter (Part II)
Here are some more words to avoid along with the better replacements. Plus, our readers chime in with their favorite expressions.
Words DO matter!
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”!
Cautiously addressing the client in her home
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!
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 …
Keeping carpet cleaning safe in the winter cold!
Avoid negative and even dangerous Moments of Truth in the winter with this great little reminder! (Plus your back will thank you too!)
Cleaning professionals- Can you improve your apology technique?
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?
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 …
Did you know your carpet cleaning technicians are “addicts”?
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 …