Using a Telephone Format
The dreaded question of “how much?” meets it’s match in this Special Report.
stage play
Creating Cheerleaders with clipboards
Clipboards are a great “stage prop” for an often nervous technician. (And for you too!) Maximize the benefits regardless your industry…
“Assuming” can be a good thing
Keep a positive attitude to transform your conversation with a prospect into more of a “logistical consultation” than a sales call.
Transform a complaining client into a Cheerleader- Part 2
No matter how good you are a few clients will STILL complain. (And you can only HOPE they call you instead of nailing you on the Internet for 1,000’s of prospective customers to read!)
Protect your customer’s floors
Nothing introduces “bad feelings” faster than a technician who appears as it they don’t care. So show some respect to ALL your customer’s flooring!
How to get more disaster restoration referrals
Are your Restoration techs focused on the “Emotional Dynamics” of the loss? You’ll make more restoration referrals with this easy checklist.
Creating Cheerleaders with “Magic Squares”
Let’s face it- in residential cleaning (or even more in restoration) it is all about “Putting on a show”! In this QuickTIPS we break down just why this “dog and pony show” matters so much.
Respect your client’s “Personal Space”
You (and your employees) have a very short time to put your customer’s mind at ease. How long? Steve says two minutes! So you better get started off right…
Words Do Matter (Part II)
Here are some more words to avoid along with the better replacements. Plus, our readers chime in with their favorite expressions.
Words DO matter!
Words paint a mental image in the already stressed out mind of your residential client. So Steve shares some great “replacement phrases” for the negative word “spray”!
Cautiously addressing the client in her home
A female home owner is VERY nervous with unknown technicians working in her inner sanctum. Be aware of the clients need for control of the situation and you will “clean up” in residential carpet cleaning!
Asking permission creates great Moments of Truth
You are a kind, generous person that delights in doing extra things for your clients AND at no charge. So why not get the credit for doing so and in the process create Cheerleader Customers? Steve shares a tip…
Always “do extra” but never do it “for free”!
Value Added Service is all about going the extra mile to make your customer happy. Here are a few options and tips on how to present your “no-charge” extras.
Simply ‘apologize’ to get new clients!
You’ve probably heard of leaving a “door hanger” on each house to the side and on the three homes across the street. Now Steve walks you through a MUCH better twist on this venerable “Five Around” concept!