Stop sending broken items back out into the field
Change your Business Infrastructure to avoid ugly, profit destroying negative Moments of Truth!
technical cleaning skills
How to resolve 90% of your TM issues… immediately!
Today’s truck mounts are VERY reliable. But TM’s are machines and machines still break down, don’t start and/or CONSPIRE to destroy your business!
Never argue “cleaning methods” with a client!
Steve agrees with healthy debate between cleaning and restoration professionals. However arguing cleaning methods is not a good idea. Here’s why…
I loved my “duckbills”!
Tools in our industry can range from the massive to the sophisticated. So why my love affair with “duckbills”?
Stop sending broken/unsafe equipment back out on the job!
Equipment breaks down. Its part of production and nature of our industry. It’s OK. But continously sending damaged equipment back into the field is NOT ok. Here’s how to break the cycle…
How to learn from customer complaints
This Customer Concern Follow-up Sheet will salvage the customer while providing valuable feedback for your company.
Transform a complaining client into a Cheerleader- Part 3
Let’s wrap this series up with my one-two punch that will make a complaining customer absolutely fall in love with your company.
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!)
Transform a complaining client into a Cheerleader- Part 1
What do you do when an unhappy client actually wants to USE your “100% delighted guarantee”! GRRRR! This is so unfair since you did a “good job”! Listen carefully here..
Hope you like cleaning polyester!
Americans are now recycling 30% of the 50 billion plus water bottles we consume every year! Much of this recycled plastic (polyethylene terephthalate/PET) is being turned into residential carpet. Are you up for the challenge?
No more wasted trips to the service truck!
Getting more done in less time means increased profits. Let’s focus on fewer steps back and forth when setting up on the job.
Use the “Stickiness Principle” to be more efficient in your company
Meditate on how to keep key similar items “stuck together” in all areas of your business. For example…
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!
Getting paid to do a demo?
Your prospect may view your work as a “price-driven commodity” UNTIL they “experience your quality”. Steve shares how to get paid while doing this!
Make your first impressions stand out
“First impressions last.” It is that simple. So focus on those first two essential minutes on the job. For example…