Reading this thread and the one thing I keep reading is how customers are nervous about having us in their home, this is as true as the day is long. And maybe it was my time in sales that I picked up my customer service skills. They're not perfect but they are far and above some of what I have read about online and stories I hear from customers who used my competitors. My skills are always improving and I'm always looking for that edge. I remember AT&T they drilled into our heads the phrase "make it famous". Make every customer feel like they are the only customer. With that being said I am always looking for ways to improve my image, I want to make a lot of money just like everyone else but I believe if we set our sights on a number, we are doomed from the start. We have to make it our priority to be the absolute best, and when we mess up we own it and do everything to make it right. An anecdote is I was cleaning a long time clients home, our poor old Prochem Performer had run its course and kept overheating. Apologized profusely and said I'll return in a week after new machine is installed...turned out to be a month! I offered the re-do absolutely free. Customer thanked me and said I did him a solid and no one else around town would have done that. We can be our own worst enemies sometimes, we're all human and will have those days. and in order to provide for the customer we must get out of our own way and do what's necessary for the customer and our brand. All day every day without yielding.
Also I believe IMO some people are just incapable of customer service skills. To be great at anything you must take on a whole new mindset, you must fully understand and embrace the reasoning behind your actions.
First and foremost , you have to be good (natural ) in front of people.
If you can speak well, like people and like talking to them, you'll be good with people.
Everything else as far as MOT's are what you SHOW the client.
After introducing myself, I kick off my slip on shoes to walk in.
I try to pick out something in the home that catches my attention and make a complimentary comment about it. ( This shouldn't be anything that has a high value that can be carried away)
Should be something that you actually care about so they won't see through you.
Everything else is just showing them how you are different and care about their home and the job yer about to do.
First, I lay out my runners, tarps and corner guards.
(They'll usually mention that the last cleaner didn't do this) this is a good time to say that you try to make sure you first, don't damage anything in a clients home.
Second, I do a thorough sweep with my vacuum and crevice tool all the edges.
(Try to let them see you doing this)
Then I make a bit of a production out of setting up my CRB, air movers T-Rex , wand etc....
After pretreating, I pre scrub and clean.
During this time, I try to find a good time to bring the client in the room so they can see the line of demarcation in the room where I stopped cleaning.
After I clean areas, I start putting down my air movers. (I carry and use 6)
Whenever the client brings up that I use a lot more tools than the last cleaner, I just simply explain that I clean like I would want my own home to be cleaned.
This is a good time to explain the importance of residue and drytime
After I'm done raking, I apply traffic land paper so they can walk around easier without tracking up their clean carpet.
MOT's should be plentiful if you want to be remembered by yer clients.