Make a ‘Quality Check’ call immediately after leaving the job
Today’s customer will post a negative online review BEFORE calling you! So get proactive by calling the client BEFORE they reach their computer keyboard!
Quality Check calls
How to “super charge” your online positive reviews
Online five star positive reviews are “gifts that keep on giving”! Your challenge? Residential customers promise to review you online but forget!
Focus on positive accountability with your employees
Positive Accountability implies recognizing and celebrating the positive achievements your technicians make. Steve gives three examples.
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”!
Don’t “surprise” me!
Success in business is based on clear, honest and open communication between all involved. Make it easy with a Production Day Sheet.
Analyzing each complaint will “tune up” your company
A complaining customer is just a wake up call to “tune up” your company. But before you can make these positive changes you need lots of “Why, When, Where, What and HOW?” answers.
How to learn from customer complaints
This Customer Concern Follow-up Sheet will salvage the customer while providing valuable feedback for your company.
Differentiate your company with a DYNAMITE guarantee!
Offer a no-questions-asked guarantee in residential! (And honor it CHEERFULLY!)
“So how can I push my techs to sell residential contract cleaning?”
Increase your carpet cleaning cash flow with residential contract cleaning. Steve Toburen outlines how to improve Stay Beautiful contract signups.
How to get positive online carpet cleaning reviews
Imagine the power of a “Cheerleader on steroids” that instead of referring 5 or 6 friends actually will sell your services to thousands of strangers! Learn here how you can tactfully promote online reviews …
Can you help me with a restoration “comment form”?
A Chicago restoration contractor wants to get feedback from his customers. Steve explains why this is such a great idea and shares some resources that are free for the downloading right here on this site …
Boost your carpet cleaning technician’s morale
“Quality Check” calls made the day after the cleaning service are a great way to verify that the home owner is delighted. (If you aren’t doing them, start now!) However, this week’s quickTIP shows how to “double dip” with your Q/C calls by creating a positive Moment of Truth for your technicians.
Do we need to personally call back every single carpet cleaning job?
An experienced Omaha area carpet cleaner is in danger of letting his quest for “time efficiency” threaten the all important personal relationship with his cleaning customers he has worked so hard to develop. Steve searches for the productive middle ground …
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 …
What can carpet cleaners take away from the Toyota mess?
As a professional carpet cleaning entrepreneur you have built a great and unshakable reputation for quality. Or have you? Steve Toburen analyzes how a complacent attitude can quickly sink a recognized world leader in quality …