On a Positive Note
Printed From: Carpet Cleaning Forum
Category: Carpet Cleaners Discussion
Forum Name: Business Marketing Advertising and Promotion Discussion
Forum Description: How do you successfully promote your business? Offer and receive advertising tips
URL: https://www.kleenkuip.com/forum/forum_posts.asp?TID=5563
Printed Date: 28/April/2024 at 5:58pm
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Topic: On a Positive Note
Posted By: duckcountry
Subject: On a Positive Note
Date 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.
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Replies:
Posted By: danmarck82
Date Posted: 01/January/2009 at 1:43pm
Posted By: prouddadx3
Date 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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Posted By: Steam Man
Date 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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