Five Core Concepts: “Moments of Truth”

KickStart: β€œAΒ Moment of Truth is any point when your customer (or a prospect) comes into contact with your company AND subliminally forms an opinion.” Steve Toburen

I recently depressed everyone warning about the hidden “customer minefields” just waiting to explode (without warning😰) on every residential job. Doubt me?

Think how often you’ve left a home feeling great about the fantastic job you did. (And the nice wad of cash in your pocket too!)πŸ‘

complaining home service customerThen that evening you’re shocked to get a complaining phone call, read your customer’s unhappy text or even worse- get bushwhacked with a nasty “surprise” online review!😲

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Can you use a complaint to ‘tune up’ your home services company?

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…

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Why you should thank your service staff for telling you ‘bad news’!😲

KickStart: Commend (and reward) employees when they share ‘bad news’ with you! Read on for the ‘why and how’…

surprised home service worker

I love surprises.πŸŽ†βœ¨πŸŽŠπŸŽ‰ Surprise gifts, surprise parties, and yep, being surprised with a kiss from Sioux!πŸ’– (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!

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3 phrases to win over an unhappy homeowner!

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…

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