Calmly state to the class, "When a customer declines an estimate,..." and then scream at the top of your lungs:
IT'S NOT THE PRICE!
It means you didn't offer them a solution to their problem that had a higher value than the price tag listed right above the dotted line.
IT HAS NOTHING TO DO WITH YOUR COMPETITORS OR THOSE COUPON HACKS THAT YOU THINK YOU ARE COMPETING AGAINST!
When things go wrong on a job it's because you don't have your game down yet. You not only need to know how to do it, but how to explain what it is you are doing and how to do it in a manner that doesn't upset the client. A price on the page is a price on the page, it's explaining how you came to that price that sells the job.
Also, when somebody complains or calls you back, it rarely has anything to do with the work, you skipped a tooth on the customer service gear. I know you can't teach
SFS, but just put it in their mind that they need to seek out guidance somewhere somehow from somebody who knows.
When you know your craft, you will be confident, and that confidence will make your job easier because it sets the customer at ease.
I would like to second whoever said wand technique needed to be taught. I find it is lacking from most
IICRC classes simply because the instructor doesn't want to start an argument about who has the best way
Moisture control. Teach them to notice how and where they are using more solutions and moisture and to make up for that with extra dry strokes and air movement or padding.
Teach them to listen to their equipment. How to tell if the hydroforce is sucking air instead of chemical. (When you release the trigger it keeps spraying.)
How to tell when vacuum is obstructed, when water flow is hindered (is a shutoff turned halfway off? My new tech brought the machine in for repair because of that one.) Is a jet plugged?
Big one: You'll have to teach this on non
IICRC day.
What name brand chemicals are classified as. Go for the major 4, Bridgepoint,
Prochem, Whoever and whatchacallit.
Ex: Bridgepoint/prochem's Protein spotter is a high PH alkaline spotter
BP All Solv / Solvent Clean is a Volatile dry solvent
BP PIG is a Non-Volatile dry solvent
BP TCU is an acid spotter
BP Perky spotter is a neutral detergent spotter
BP Avenge is a neutral enzyme spotter that can substitute for a NDS
BP Fab set is an acid rinse
BP Power Point is an alkaline emulsifier
Zone perfect is an whatchakallit prespray etc etc etc
Get them using the proper classifications instead of the name brands. It will help them break brand loyalty to find a better product.
It will help them understand the manual better and help them communicate with other cleaners that use different brands. Teach them the difference in ingredients. What kind of acid does better for rinsing what kind of products
Teach them how to tell you what a chemical is based on what it's ingredients are....
