Dolly Llama
Number 5
I can't see why you guys would continue to kick him in the sack.
I'm not
i think it's great.
anything that improves the image of this biz is a good thing
..L.T.A.
I can't see why you guys would continue to kick him in the sack.
That's awesome BUT it could also be those people that were dissatisfied were just enough not to use you again and not enough to say something bad about you. I on the other hand don't mind saying something bad about you!I'm sorry Mike, I perused his reviews. Brummite was actually stalking his competition. Richard- I've been doing this for 30 years and couldn't find 1 negative comment about my company.
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Well, Greg has those customers also. I realize when you throw employees or subs into the mix, that is bound to happen but , correct me if I'm wrong, Greg has always denied his company has done shoddy work.
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Here's the thing Greg, Like my Dad would probably refund or reclean any customer that was unsatisfied to his knowledge.
Thus making the quality of what they do 100% satisfaction or money refunded.
The upsell factor every cleaner here gets hit with! We go to a job and there's a ton of pet urine, We'll recommend treating the urine and everyonce in a while I'll hear "there's the gimmick."
We politely inform the customer everything we do for our price and that while we can still clean the carpet, pet urine and stains require more care.
But it seems like most customer who've been bitten are defensive until they find out your not a salesmen or a nickel and dimer.
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Actually if you look at the marketing phamplet I gave out at MF 9 you can easily see why I made the shift. ..
Wow, Greg. Billy and I are honored... seriously.Simple. It's a change I've been wanting to make for years. Just didn't have the infrastructure to support it.
SFS made a lot of sense. I attended it in October 2008 and started working on it. A change of this magnitude to a company my size requires a ton of work and VERY smart people working to pull it off.
A little over 5 years later it is coming to fruition......
Wow, Greg. Billy and I are honored... seriously.
So how did Thursday's "Changeover Meeting" go? Curious minds want to know. (I'm not sure any SFS member has done this transformation on such a large scale and I'd really like to get your input on it.)
Steve
PS Greg, I can't remember if we has this Residential "Moment of Truth" sheet available when you last attended SFS. It is a one page step-by-step guide for techs in the customer's home and might be useful for your training. And speaking of training here is the Value Added Orientation Guide we used. Hopefully these two resources will give you some ideas. Best wishes!
Good for you Greg....
But I can't just leave it at that: with your quote here you are addmitting that charging more for Berber and saying it has to be "dry cleaned" was bullsheeet...right? It kind of sounds like that.
I am glad for your attempt for this change on your business!
It wasn't bullshit. What I did was go in and systematically remove all the objections and complaints we've gotten over the years from customers. This will result in higher retention of customers better customer service and better reviews
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"From here out all carpet must be Pre-Vacced with a Kirby and edged with a back pack vac. Pre-Sprayed with my 5 formula mix. Pre Scrubbed with a Cimex I don give a fook if there are 4 flights of steps. Acid Rinse with a glided wand. Posted padded with a Cotton Pad delivered only by a Orbot. Carpet protector applied and Groomed In With a brush. Air paths set in every room. Are we all in ??!!! " -Steve Dobson Head Tech Trainer Pro Carpet First Company Meeting 2014