Better than a business card?
It is essential to keep your business contact info in front of your customers. Here is one simple, inexpensive “in-the-home reminder” that really works.
repeat carpet cleaning customers
How can I keep these “inherited” carpet cleaning customers?
A grieving friend asks how he can carry on the legacy (and clientele!) of his fallen carpet cleaning associate. Steve shares some practical advice …
How to gracefully flip your customer’s “Thank you”!
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.
Don’t “order” your clients around!
How you phrase a simple customer request can have a dramatic effect on the all-important relationship between client and company.
Always “plant a seed” before leaving…
Sure, you will hit “rejection”. Expect it! But don’t give up easily! First, “smoke out” their true objection and try to get to “yes”. Then is you still can’t close the deal leave the door open…
What freebies should I give my carpet cleaning customers?
After having thoroughly impressed the customer with your cleaning and service skills, it is now time to lay the ground work for a future relationship. What better way than with a gift that “keeps on giving”?
Close more sales with “flexible payment” options
To gain a long term client sometimes you need to work with their budget and cash flow in the short term. Steve shares some options…
So is the “Principle of Reciprocity” manipulative?
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”.
How to ‘convert’ an angry client into a Cheerleader!
Fixing a complaint just gets you “even” with your client. Why not invest a few minutes more and create a “Turbo Cheerleader” while you are there anyway?
The WHY and HOW of fixing a complaint QUICKLY and CHEERFULLY!
Fixing complaints is more about good communication than it is about your technical cleaning skills. To turn a bad situation into a positive Moment of Truth you need to do more than just remove the spot. Here’s how to fix the REAL issue …
Don’t let ’em get away without a fight!
Want to reduce your marketing cost and increase repeat sales? Calculate your customer lifetime value and you will get motivated for customer service.
Never ‘accuse’ your prospect of having a “problem”!
Steve shares one word to never use with a customer along with a reminder on a much more neutral and less “accusatory” phrase.
The ‘why and how’ of avoiding NEGATIVE Moments of Truth
Negative moments of truth kill word of mouth marketing. Start creating cheerleaders today by avoiding these mistakes.
‘Atone for your sins’ with a Gift Card!
A lifetime customer is worth thousands in repeat business and referrals! Do more than “fix the problem”, win points with a gift check.
How to STOP ‘Customer Erosion’!
Cultivate residential contract maintenance programs to maintain cash flow and capitalize on your marketing efforts. Keep those customers!