Program consistent positive moments of truth into every customer interaction to calm nerves, build trust, and prevent costly complaints.
Booking fewer jobs gives your team time to connect, upsell, and breathe. When you reduce technician burnout you’ll increase profits and customer loyalty.
Want homeowners to love you? Then love their pet. Prioritize pet safety to earn customer trust, care for their furry pals and turn visits into 5-star reviews.
KickStart: “Seek first to understand.” Stephen R. Covey
Many, many, many🙄 years ago I finally learned that all successful Residential Services companies are “Emotionally Based”.
I know, you’re shaking your head here while muttering, “No, Steve you don’t get it. I own a plumbing/ carpet cleaning/ lawn care, and/or HVAC company”. My reply? “No, these things are the physical service(s) you deliver. BUT…
Turn clients into Customer Cheerleaders! Boost customer referrals, raise prices, cut marketing costs, and build a business that runs (almost) on autopilot.
KickStart: Before leaving, give clients a “tour” of the job and thank them for their business.💖
I know, you (and your front-line workers) are under a lot of pressure.😲
The phone (hopefully) keeps ringing and every crew needs to “shoehorn in” an extra job or two… every day! So, it’s tempting to bang out this project and ZOOM off to the next Job! Don’t fall into this trap!👎
Turn a nervous first-time homeowner into a loyal fan! Guide the customer journey by asking permission at each step to build trust and 5-star reviews.
Discover 3 essential areas that every home service pro must master to build a prosperous business that grows, thrives, and runs smoothly—with or without you.
KickStart: Before leaving give your residential customer a quick walk-through while explaining any possible “areas of concern”.
Your company has finished another great job… CONGRATULATIONS!👍 The client loves your crew and it’s time to head to the next job. Right? NO… wrong!
Instead, invest a few proactive minutes to show your customer “The good, the bad and the ugly” of how the job turned out. “The ugly, Steve?” Yep, you’ll clearly explain the “WHY” of a not-quite-perfect job. (You’ve already pre-oriented the homeowner on the “1) WHO, 2) WHAT and 3) WHEN”.) Here’s why…