KickStart: Analyze WHY a complaint/problem occurred and HOW to prevent the issue from happening again.
Normally when I train on my ‘Complaint Conversion’ techniques folks assume we’ll focus on ‘Converting Complainers into Cheerleaders‘. I call this the ‘Triple C’ and it IS very important!
However, when a homeowner complains (hopefully not very often) I suggest a much more important question to ask yourself…
KickStart: Examine building a Critical Mass Business to bring you the elusive ‘Personal Freedom’!
We’ve recently discussed the why and how of creating a work atmosphere that is 1) safe, 2) sane, and 3) stable. (More important than ever in these CRAZY TIMES!) However…
While happy, engaged and committed workers are incredibly important they shouldn’t be the Primary Purpose of your business. NOTE: Please don’t focus ONLY on ‘getting big’. After all, I’ve consulted with Home Service entrepreneurs who have 100’s of employees and are totally enslaved by their business!
Of course, I (of all people) am a big fan of money! After all, I tell every class, “All things being equal… it is better to have more money than no money!” Why? Because financial success is a tool- to help others and bring you (and your family) freedom! (More on this in a bit.) But first, a warning…
KickStart: Don’t fool yourself with the “Nobody wants to do service work any more?” complaint. Instead, ask the more productive question: “Why doesn’t anyone want to work for… ME?”
Everyone from Fortune 500 CEO’s to your local competitors slamming down boilermakers at lunch are all desperate to hire more home service employees. And they’re all moaning the same complaint…
“Nobody wants to work any more!”😫
Seriously? Nobody? As in, “Not one single person?” Come on, people! As I write this the U.S. has a 3.6% unemployment rate. So a bit of simple math tells us that…
KickStart: Share money, praise and profits to attract and keep the Very Best People!
I learned so much from my residential customers. After all, our clients had to be financially successful even to afford our high prices💲💲 So, I would just 1) ask questions and 2) LISTEN to my client’s answers.
One very wealthy CEO (who I suspect was a bit bored in retirement) often regaled me with his stories. Since I was trying to build a Critical Mass Business that could run without me I focused on Paul’s hiring tips. His first tip was…
KickStart: Develop a STABLE company that homeowners AND your employees trust.
I can hear it now. “What’s with this ‘Triple-S’ stuff? Has Steve gone off his meds again?”🙄 Nope- Steve is just trying to save you from yourself! But don’t fret…
You’re not alone! Most Home Service business owners (including me) really are their own worst enemy!😲 However, after a lot of agony I finally developed a Home Services business that provided a…
1) Safe, 2) Sane, and 3) Stable work environment for employees. Let’s review the first two…
KickStart: Reliable people (the ones you want to hire) will only stay long-term in a sane, non-crazy work routine.
All businesses are desperately searching (praying?)🙏 for safe, sane (no-drama), and stable (reliable) employees.💖 You too? Of course you are! After all, your business growth (and inevitable turnover) means you should constantly be ‘recruiting’!
WARNING: For you as a Home Services Pro sane and stable employees are critical! Why? Because you’re sending your workers into your customer’s ‘inner sanctum’, their home!
KickStart: Promote a 1) Safe, 2) Sane and 3) Stable atmosphere in your company to attract and keep the Very Best People. (HINT: It starts with YOUR example.)
If you’re reading this I’m guessing that you (like me) are a steely-eyed Home Services ‘gladiator’ (entrepreneur) that glories in the daily cut-and-thrust of commerce!
I was (Sioux says I still am)🙄 an adrenaline junky that ‘gets his fix’ from winning in the grand game of business! Is this you too? If so, here’s your danger…
KickStart: Commend (and reward) employees when they share ‘bad news’ with you! Read on for the ‘why and how’…
I love surprises.🎆✨🎊🎉 Surprise gifts, surprise parties, and yep, being surprised with a kiss from Sioux!💖 (Even after 47 years I still appreciate her!) HOWEVER, in my Home Services business I had one cast iron employee rule :
NEVER, ever surprise me!
KickStart: Convert an angry residential client into a Cheerleader by 1) saying “Thank you”, 2) apologizing, and 3) reassuring them. Shocked? Then read on…
You’ve started making the Immediate Quality Check Calls I recently suggested? I’m honored! (And always a bit surprised when clients actually implement what I recommend!) But wait!
UH-OH! You’ve dug up an unhappy customer.😲 However, instead of panicking I want you first to say…
KickStart: Call clients immediately to make sure they’re happy BEFORE they can trash your company online.
WOO-HOO! Another job is in your rear view mirror and you’re driving away with a juicy check! Time to celebrate! 🎉🎊✨🎆 OR…
You may still get ‘bushwhacked’ with a nasty one-star Google ‘surprise review’ when the home owner’s Buyer’s Remorse kicks in! Avoid these scathing online reviews (from a homeowner that appeared happy) when you implement…