Never Stop Courting
Chuck Violand explores the similarities between the relationship of a courting couple and you with your employees, customers, suppliers, and other business “partners” who support you every day.
stage play
Cut your home owner complaints by placing this “Spot and Stain Card” after the cleaning!
Don’t you just hate those nasty call-backs and complaints after you are convinced you left the carpets looking great? (Especially when the customer wasn’t even there when you did the work! Grrrr …) Here is one great way to pro-actively solve this problem before it even starts …
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.
Make a “day before” phone call
A “day before” Confirmation Call creates efficiency and profitability for you. Even better, it is a great positive Moment of Truth for the home owner…
Why you should ban the phrase “No problem”!
When your customer says “thank you” how do you reply? Steve reminds us to “keep it positive” while reminding your client about reviewing you online.
“Seeing” is selling…
When first meeting a prospective customer you must “break through” their skepticism. After your contact gives you a tour and shows you their “areas of special concern” simply ask this key question…
Do the right thing! In life and on the job.
What is the best way to “differentiate” yourself from your competition? Steve Toburen says displaying (and feeling) old-fashioned “care and concern” for your clients…
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.
Make a new employee into a Cheerleader
Get off on the right foot with Momma and everyone will be happy. And especially you as you create “Employee Cheerleaders” who seldom quit!
Poker chips create positive ‘Moments of Truth’ in a carpet cleaning pre-inspection.
Home owners blossom when they see your technician paying attention to what they say. The very best way to show you are really listening? Take “Immediate Action”! Read on for a simple but highly effective “Moment of Truth” when “pre-inspecting” before the carpet cleaning …
Search out your Restoration Customer’s concerns
On a Restoration Job keeping the peace comes first. See how a house plant can help you achieve this.
Words you hate to hear: “Oh… is that all? I thought it would be MUCH more!”
“Consultant selling” means morphing yourself from being a desperate salesperson into a “concerned consultant”. So now you and your client become a team searching for a practical solution to a shared challenge.
Painful but very productive
How can you make sure your company’s telephone procedures are on track? Put on your “Customer’s Eyeglasses” through your ears. See how …
Big Brother is watching…
Hidden cameras, intercoms, even an open window can all lead to BIG negative Moments of Truth. Keep things on the straight and narrow by reminding your people that they are constantly being observed,
New cotton “towels”! Carpet cleaners should never use (or say the word) “rags” on the job!
The condition of your equipment represents the image of your company. Here is one example of how to always make the best impression by “double-dipping” …