Trust - Home Front Success

From Satisfied Homeowners to Customer Cheerleaders: Your Small Service Business Needs Raving Fans to Thrive

Turn satisfied customers into raving fans! Passionate brand ambassadors drive business growth. Discover the secrets to creating loyal “Customer Cheerleaders.”

Improve Each Customer Relationship with The Illusion of Control

by Steve Toburen

senior home services customer shows home

Build a strong customer relationship by giving clients the Illusion of Control—small gestures that create trust, comfort, and glowing 5-star reviews.

The Undeniable Power of Positive Moments of Truth

by Steve Toburen

positive moments of truth create positive service clients

Program consistent positive moments of truth into every customer interaction to calm nerves, build trust, and prevent costly complaints.

1 Simple Technique To Building Rapport On The Phone

by Steve Toburen

positive conversation with residential caller

Start building rapport on the phone by using callers’ names and genuine connection. Turn “price shoppers” into loyal customers who trust your service expertise.

Boost Employee Morale- Your “Triple Dip” Guide To Motivated Employees

by Steve Toburen

public recognition of best service performer

Boost employee morale and grow your service business! Learn how celebrating your team’s achievements strengthens culture, loyalty, and marketing impact.

It’s Not ONLY About the Homeowner Client!

by Steve Toburen

KickStart: The homeowner is always watching… everything and everywhere! Behave accordingly!

I’ve taught (pontificated?) extensively on the absolutely essential homeowner/service tech relationship. Basically, everything, including your family’s future financial welfare, comes down to how the client feels about your people involved in their service transaction!

However, emotions (and feelings) can be… complicated.🫢 (“Ya think, Steve?”) I’m reminded of a TV host, Art Linkletter, back in the day. Art was famous for his “Kids Say the Darndest Things!” observation. I would morph this into, “Clients Think (and Feel) the Darndest Things!” This means…

In Home Services … You Must-

by Steve Toburen

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…

Servant Leadership: How Humble Owners Win

by Steve Toburen

highly qualified home service company staff

Discover servant leadership and how humility, listening, and shared credit can build loyal teams that stay longer and drive your service business forward.

OBSESS Over Emotional Intelligence In Residential Contractor Services

by Steve Toburen

Introduction – Successful Companies Focus on Emotions In the residential services world, profits matter—but emotional intelligence might be your real secret weapon. It’s not just about fixing pipes or wiring homes; it’s about understanding the nervous, skeptical, even fearful emotions your clients feel when strangers walk through their doors. And here’s the kicker: your employees …

When You Hire Employees, Feelings Matter

by Steve Toburen

strengthen service customer relationship

Growing businesses require quality works. The challenge is to hire employees that will stay AND connect with customers. It all starts with feelings.