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,
stage play
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”.
So should we wear shorts?
Steve’s take on wearing shorts during the summer. Three factors to consider.
When, why (and how) to FOCUS on a new hire…
The best time to create and build a new hire relationship? During and immediately after your hiring process! Here’s how …
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.
Help your clients ‘feel good’ about the condition of their home!
How many times have you had a residential carpet cleaning customer apologize to you for the condition of her carpets? This can be treacherous ground. This week’s quickTIPS shares a great response that will turn a negative in to a great positive Moment of Truth …
Tuning up your ‘Front Door Routine’
So you’ve arrived on time, introduced yourself and you’re even wearing your photo I.D. badge. Now what?
Why ‘full confession’ is always best …
There will always be unsolvable problems in your customer’s home or business. How can you avoid endless callbacks to “fix the unfixable”? Here’s a simple reminder …
Take action now to make your receivables easier!
It is YOUR money! So stop feeling guilty about asking for it. Steve shares a key technique to stay on top of your receivables!