Should I cover up shoddy carpet installations?

A Portland carpet cleaner has worked hard to build a retailer base. But now he is sick of bailing out his floor stores AND their “slap-it-in” installers! Steve suggests a middle ground…

Cleaning professionals- Can you improve your apology technique?

Should you say you are sorry even when it is not your fault? Southwest Airlines’ “recovery system” is just one of the many reasons why they are king of customer service AND make money as their competitors go broke. What does your company do when “it” hits the fan?

How can I raise my carpet cleaning prices without losing clients?

A Little Rock carpet cleaner has FINALLY gathered up his courage to raise prices. But how to do it and when to tell his repeat customers has him stumped. Steve shares his patented 5 step system to raising prices …

What percentage of your carpet cleaning business is “repeat”? Are you sure? Really?

All of us brag about our “imagined percentages” of repeat clients. Comments like this are common at every SFS seminar: “Yeah, over 90% of my clients are repeat business.” But honestly, have you ever put a magnifying glass on this claim? (Steve confesses he was guilty of this empty bragging too!) One very capable SFS member did and here is what they found out …

New vs. Repeat Carpet Cleaning Clients in “Meg’s Story” (Part 2)

The road to success in building any successful carpet cleaning business has its share of bombshells. Meg Burdick shares some surprising insights from her numbers on repeat customers. Read on for this thought provoking installment of “Meg’s Story” …