Why ‘full confession’ is always best …
There will always be unsolvable problems in your customer’s home or business. How can you avoid endless callbacks to “fix the unfixable”? Here’s a simple reminder …
relationships
How to ‘stage manage’ your employee’s job routine
For a turnkey profitable company you must focus on efficient, consistent production AND a positive customer experience. This means defining the job routine.
First impressions last!
Yep, relationships are forged (or lost) based on their first impressions (30 seconds). Now let’s get down to your business…
How (and why) to “intensely manage” your sales management
Who doesn’t want to increase high quality sales closings. 6 steps to implement sales management with accountability.
How to “clean up” with Spring Home Shows!
Win new customers at Spring Home Shows. Steve shares multiple tips to get the best return for your efforts at trade shows this spring.
Set up “automatic” client communication!
If you want a Critical Mass Business (one that can run well without you) it can’t be “all about you”.
How to reduce commercial complaints
This simple checklist consistently guides your front-line service worker’s relationship with your clients
Reply to “Unspoken Questions” with “Unspoken Answers”!
All customers have questions they don’t verbalize! Read here samples of “Unspoken Questions” that are screaming away in your customer’s mind right now.
The “why” (and “how”) of training your new employees…
Even the best new recruits need training. Steve provides tools to train your new employees and get them started right!
How do you know when to walk away from a customer?
Knowing when to walk away is critical for all service industry professionals. For restorers dealing with insureds even more so.
Get your staff up-to-speed on Insureds NOW!
IF your techs treat a devastated home the same as they do a normal residential cleaning then they will create “a disaster for your company”!
You be nice to me and I’ll be…
In business you can feel good about generously giving to others and yet ALSO be well-compensated in return. It’s called reciprocity.
Give your clients the “why and what”
Improve your face to face time with clients. Make your great service even better by providing information that the customer can appreciate and use.
The Simple “1-2 Cheerleader Punch”!
How can you make it simple for your techs to influence how the customer FEELS about them? Here’s one simple, powerful tip.
Beware of “Heightened Awareness Syndrome”
It drove me absolutely nuts when my company was blamed for the customer’s pre-existing problem(s)! However usually they (and I) were innocent victims of a weird psychological phenomenon I’ve dubbed … “Heightened Awareness Syndrome”! (HAS)