There is nothing worse than going to a SCHEDULED residential cleaning appointment only to find out upon arrival that "something came up" and they don't need you that day. That used to light my fuse when I first started out, and it was a major reason why I expanded into the commercial cleaning market (who tend to never cancel service for any reason). When a … [Read more...] about One simple tip that will help eliminate residential cleaning customers “missed appointments”…
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Words Matter: Phrases and words to avoid using when speaking to customers
How you converse with people will go a long ways towards how successful you will be. The better you are, the further you'll go. This doesn't mean you need to have a PhD of some kind to succeed, but every single word you say DOES MATTER on some level. Small combinations of simple sounding words can be interpreted in any number of ways. In a worst case … [Read more...] about Words Matter: Phrases and words to avoid using when speaking to customers
My experience dealing with extremely poor customer service and how it cost them a sale…
Recently there was a study that rated the customer service skills of many different types of businesses. To nobody's surprise cable companies brought up the rear. In fact, they were dead last. That's not saying much for an industry that makes profits by the bucketful. In their greed to make more, they dis-satisfy many. It's a shame. I recently had the opportunity to see for … [Read more...] about My experience dealing with extremely poor customer service and how it cost them a sale…
Smile when you talk on the phone. People can REALLY HEAR IT!
Do you realize that when speak on the phone, the person you are speaking to can tell whether or not you are smiling? I know it sounds crazy, but study after study shows that it's true. According to one recent study, people can even tell HOW BIG your smile actually is. It's hard to believe social scientists get paid to study this stuff. I will say it's great that they do … [Read more...] about Smile when you talk on the phone. People can REALLY HEAR IT!
HEARING the customer is one thing. LISTENING to the customer is another.
The way our brains are wired, we hear everything all the time. This is because there is simply no way to shut our ears. They are literally holes in our heads that pick up the invisible vibrations around us. When these vibrations run into our eardrums they are converted into sound. We hear "what we want to hear" It's pretty amazingly simple when you think about it. Sound is … [Read more...] about HEARING the customer is one thing. LISTENING to the customer is another.