On a Positive Note

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   All though this is totally counter to what we are told is 'right', I maintain a very different 'attitude'. It's not rude, but it certainly isn't subservient.

I think I picked this up from Dan Kennedy a loooong time ago. The attititude gives you the correct posture and relationship with a client and it's that you don't need them, but they may well need you. It's more a tone than anything you might say, it also means you ask the questions and are in control.

Sounds awful doesn't it, but for some reason it gets you more business.

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Steam Man Members Profile Send Private Message Find Members Posts Add to Buddy List Groupie Joined: 12/January/2009 Location: weston super mare Status: Offline Points: 62	Post Options Post Reply Quote Steam Man Report Post Thanks(0) Quote Reply Topic: On a Positive Note Posted: 10/April/2009 at 7:33pm
	All though this is totally counter to what we are told is 'right', I maintain a very different 'attitude'. It's not rude, but it certainly isn't subservient. I think I picked this up from Dan Kennedy a loooong time ago. The attititude gives you the correct posture and relationship with a client and it's that you don't need them, but they may well need you. It's more a tone than anything you might say, it also means you ask the questions and are in control. Sounds awful doesn't it, but for some reason it gets you more business.
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prouddadx3 Members Profile Send Private Message Find Members Posts Add to Buddy List Groupie Joined: 06/November/2008 Location: Boulder Status: Offline Points: 86	Post Options Post Reply Quote prouddadx3 Report Post Thanks(0) Quote Reply Posted: 05/January/2009 at 11:03pm
	I agree with the consistency. Having a script of politeness starts the selling process off on a good foot. Even if the customer feels that your responses are scripted, they will appreciate the professionalism and they will expect more from your company and most likely buy from you.
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danmarck82 Members Profile Send Private Message Find Members Posts Add to Buddy List Carpet Cleaning Specialist Joined: 08/February/2004 Status: Offline Points: 618	Post Options Post Reply Quote danmarck82 Report Post Thanks(0) Quote Reply Posted: 01/January/2009 at 1:43pm
	Thanks, good input

duckcountry Members Profile Send Private Message Find Members Posts Add to Buddy List Master Carpet Cleaner Joined: 29/October/2005 Location: USA Status: Offline Points: 1082	Post Options Post Reply Quote duckcountry Report Post Thanks(0) Quote Reply Posted: 01/January/2009 at 7:17am
	Keeping calls on a positive note with positive phrasing sets the tone for relationship building that brings sought after results to the bottom line. When answering the phone, do you and everyone on your staff start the call with "Thank you" as in "Thank you for calling GTO Carpet Care"? Do you ask "How may I help you?" Do you use at least three positive responses or positive phrases such as: I'd be happy to help you with that. What I can do for you is..... Do you invite the caller to return again? We look forward to helping you in the future. Do you say "Thank you" at the end of the call? At the end of the call, how do you think the customer would rate your performance on a scale of 1 to 5, 5 being excellent and why do you think you deserve that score? Record your calls, play them back and then answer this question honestly. Ask everyone on your staff to do the same. Remember that first impressions out-weigh everything else since a poor performance at this level will keep you from getting a chance at proving how technically sound you are at actually cleaning carpets.
	Are you in a high paying business or are you just a self employed low paid grunt who thinks this business provides dignity?

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On a Positive Note