Positive MOT 's in The Cleaning Industry (TMF master list)

Carlo Pro

Well-Known Member
Nov 10, 2013
1,279
516
113
Colorado
www.oxigreencolorado.com
Real Name
Carlo B.
Business Location
United States
Likes: Mark S. Jones

Carlo Pro

Well-Known Member
Nov 10, 2013
1,279
516
113
Colorado
www.oxigreencolorado.com
Real Name
Carlo B.
Business Location
United States

Carlo Pro

Well-Known Member
Nov 10, 2013
1,279
516
113
Colorado
www.oxigreencolorado.com
Real Name
Carlo B.
Business Location
United States
Thanks for the clarification. The point he was making was using clean new towels on a residential job which I think was a good tip.
Yes, But when you wash it, without dwell time in bleach, it came out clean but looking like dark (dirty)
That's is what we need to avoid under customer eyes.
 

Steve Toburen

Strategies for Success
Jul 15, 2008
3,577
1,182
113
Santiago, Dominican Republic
www.StrategiesForSuccess.com
Real Name
Steve Toburen
Business Location
Dominican Republic
I tell myself over and over ... its not about the carpets. Its about the show. Yes their carpets will be clean but we make the $$money$$ because of the show.
EXACTLY! For example...

Now if more carpet cleaners would just get this concept (and implement it with their employees) you would see less skinny kids belonging to parents who are in this industry! (Maybe your employees- and you- would do better if they had a Residential Carpet Cleaning MOT Checklist to guide them.)

Steve

PS I think it is even more important to avoid creating NEGATIVE Moments of Truth.
 

Drew Moore

Active Member
Nov 16, 2015
295
122
43
33
Memphis, Tennessee
Real Name
Drew Moore
Business Location
United States
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.
 
Apr 23, 2013
18,279
9,555
113
53
Windsor, California
Real Name
Mike Camacho
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.
 
Likes: owenscott

Drew Moore

Active Member
Nov 16, 2015
295
122
43
33
Memphis, Tennessee
Real Name
Drew Moore
Business Location
United States
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.
Definitely need to be good with people to be successful in this business. And you are 100% correct that the MOT's should be plentiful if you want to stick out in the customers mind.
 
Aug 18, 2012
89
55
18
Real Name
Jeff Tobian
The hose thing , in the cold country if I see a hose hooked up to the faucet I make sure to take it off, because the water in the hose will freeze and back up in the faucet and break the pipe inside of the house and the next time someone using that hose it will flood someones home. I always bring a cap with me , cap off the faucet then turn on the water. If I hear the water running , I know the pipe is broken. Where I live I think 20 percent of the pipes are broken. That is why I always carry water . with me If you are at a carpet cleaning job, you do not want to do a water damage job for free
carpet cleaning fans 02- 1.jpg
 
Likes: admin

rob allen

Administrator
Staff member
Administrator
Sep 5, 2007
33,615
16,013
113
Va.
www.drynclean.com
Real Name
Robert Allen,Jr.
Business Location
United States
First and foremost , you have to be good (natural ) in front of people...

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.
...

MOT's should be plentiful if you want to be remembered by yer clients.
Have you seen some cleaners homes? :whistle:
 
Likes: owenscott

rob allen

Administrator
Staff member
Administrator
Sep 5, 2007
33,615
16,013
113
Va.
www.drynclean.com
Real Name
Robert Allen,Jr.
Business Location
United States

bob519

Well-Known Member
Oct 28, 2011
1,568
217
63
Canada
Real Name
bob
Business Location
Canada
@Rob Allen great post this goes with you ride along DVD very well . I still use the tips you shared with every client . I really appreciate the golden nuggets of information.
 

owenscott

Well-Known Member
Aug 6, 2009
3,377
601
113
Friggin Cold Upstate NY
Real Name
Stop snoopin u homo
Business Location
United States
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.
Not ball busting ... but truely the way it should be done. Jokers round these parts take notes.
 

Drew Moore

Active Member
Nov 16, 2015
295
122
43
33
Memphis, Tennessee
Real Name
Drew Moore
Business Location
United States
Another way we can create Negative MOT and probably not even realize it is the way we present ourselves around town. This morning backing the van out of the drive-way and because of the rain, not paying attention, I put a small rut in the neighbors yard. I parked and knocked on the door and explained what happened and apologized, said I'm willing to fix the rut when it dries out. The very hot neighbor said everything was ok and said she'll just add it to the honey-do-list. Ha.

Point is our van(s) are a representation of who we are as a company and if we can create an endless amount of NMOT's by the way we drive around town. I learned this lesson years ago in Real Estate when I cut a guy off and he called the number on my truck and told me thanks for being an asshole when I cut him off to get onto the interstate.
 
Likes: emeraldclean