“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…
stage play
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” …
Laugh more, enjoy each day AND your great carpet cleaning career!
Life is too short for a cleaning professional to pass his or her day down in the dumps. Plus any attitude (good or bad) is highly “contagious”. Here is one tip to keep a sour viewpoint from creeping up on you …
Don’t let ’em get away!
The customer wants “to consult” with their spouse. In reality they have a price objection. Here’s how to get price out in the open and still make the sale.
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”?
Do you follow a 5-Step introduction sequence?
Help your technicians start off on the right foot with these simple introduction pointers.
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”.