So how can you create a positive Moment of Truth out of the customer thanking you? And should you subtly encourage them to refer you to others? (Even online?) But more importantly- should you? Bill Yeadon gives both sides of the “Great Debate”.
Positive Accountability implies recognizing and celebrating the positive achievements your technicians make. Steve gives three examples.
Offer specialized services to deodorize real estate and you can lock up the real estate agent market. Sweet smelling properties sell fast!
A lifetime customer is worth thousands in repeat business and referrals! Do more than “fix the problem”, win points with a gift check.
In this SFS Special Report, Big Billy Yeadon breaks down the WHY and HOW of creating crosssover marketing opportunities for cleaning companies and/or restoration operations.
This step-by-step procedure will show you how to get local flooring stores to consistently refer your services on every carpet they install!
This simple checklist consistently guides your front-line service worker’s relationship with your clients
Clients sing your praises when they have been super impressed with your work. How can you make this happen today and EVERY day?
Referral partnerships with individuals or companies that serve your prospective clients gives you a boost that traditional marketing just can’t reach.
Give your workers a Service System (a SCRIPT!) to consistently guide the transaction’s Moments of Truth!
You should frequently (every day if possible) tell your staff how much you appreciate them, but that is not enough.
A multitude of tiny MOTs combined together will create delighted Customer Cheerleaders that will produce millions of dollars in “downstream profits!”
“Reciprocity” means you do something “nice” for a client (without asking anything back in return).
When your customer says “Thank you” at the end of your job, how should you respond? I suggest flipping this exchange into a positive Moment of Truth with this reply.
Why not REWARD your loyal customers and MOTIVATE them to refer your services? (Remember that if you don’t create Cheerleaders with Value Added Service NO ONE will refer you!)