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”?
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 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”.
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?
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 …
Want to reduce your marketing cost and increase repeat sales? Calculate your customer lifetime value and you will get motivated for customer service.
Steve shares one word to never use with a customer along with a reminder on a much more neutral and less “accusatory” phrase.
Negative moments of truth kill word of mouth marketing. Start creating cheerleaders today by avoiding these mistakes.
A lifetime customer is worth thousands in repeat business and referrals! Do more than “fix the problem”, win points with a gift check.
Cultivate residential contract maintenance programs to maintain cash flow and capitalize on your marketing efforts. Keep those customers!
If you don’t remind your clients who you are, nobody else will. Stay in front of your clients with theses tips for future sales and referrals too.
It is YOUR money! So stop feeling guilty about asking for it. Steve shares a key technique to stay on top of your receivables!
Repeat customers are the goal of any efficient business. What is your first step in creating repeat sales? Steve shares an often overlooked answer.
Are you tired of being beat up by the “Great Recession”? Are your customers increasing their times between cleanings and/or having less done when they do call you? Many of our SFS members have implemented the “Stay Beautiful” residential “service contract” which guarantees your customer beautiful carpets forever AND they report great results. Download this FREE Special Report …
