Tag Archive for: Customer Service

Why You Need A.I.R. for a Strong Company Culture

12 Feb
February 12, 2015

Episode 17

Featured Guest: Phillip Hatfield – Zig Ziglar Corporation (Plano, TX)

Episode Sponsor: Esporta Wash Systems

Summary: Featured guest and motivational speaker/author, Phillip Hatfield, shares his thoughts on company culture. Establishing a healthy culture starts with the mission. In addition you must incorporate the ingredients of AIR (Appreciation, Inspiration and Recognition). Be a contagious encourager today and take your company culture to new heights. Leaders of the cleaning and restoration industry do not want to miss this Ziglar Certified guest. Thanks Phillip!

The Restoration Nation Challenge: Do you have an attitude of gratitude? When was the last time you gave genuine praise to a co-worker, employee or boss?

Motivational Quote: “Obstacles and barriers open the doors of opportunity.”

Business Resources:

See You at the Top by Zig Ziglar

Top Performance by Zig Ziglar

Carried by Angels by Phillip Hatfield

Guest Contact Info:

Phillip’s website

Ziglar website

Phillip’s LinkedIn Profile

Make E-mail Marketing Work for Your Business

21 Jan
January 21, 2015

Episode 15

Featured Guest: Joanne Randall – Leap Year Marketing (Concord, NH)

Summary: The practice of e-mail marketing has mixed reviews. That is largely because many businesses execute it so poorly. Don’t let this be the case for your cleaning and restoration company. Joanne Randall of Leap Year Marketing helps businesses succeed with e-mail marketing campaigns. Listen as she shares extremely valuable tips to help your e-mail marketing efforts perform at a high level. Just a couple adjustments to your e-mails and you could see major results.

The Restoration Nation Challenge: Are you getting results from of your e-mail marketing efforts? After listening to Joanne, what changes can you make today to improve your performance?

Motivational Quote: “Hard work always precedes luck.” – Joanne Randall

Business Resources:

Book: The Bible

Robert Kiyosaki Blog

Jack Canfield Blog

Guest Contact Info:

Company website

Marketing Mojo Radio

Joanne’s LinkedIn Profile

Online Reputation Management: A Focus on Yelp! and Angie’s List

07 Jan
January 7, 2015

Episode 13

Featured Guest: Steve Marsh – Be Competition Free Marketing (San Francisco, CA)

Summary: People are talking about your water damage cleanup, carpet cleaning, and fire restoration services. Do you know what they are saying? Cleaners and restorers have a tremendous opportunity to manage their reputation on the internet. Featured guest, Steve Marsh, explains how you can utilize online services such as Yelp! and Angie’s List to market and showcase your company. Take control of your online reputation before someone else does.

The Restoration Nation Challenge: Do you monitor what people are saying about your company online? Have you set up your profile on online services such as Yelp!, Angie’s List, Google Plus, etc…? If your company gets a negative review, do you have a strategy on how to respond?

Motivational Quote: “Successful people ask better questions, and as a result, they get better answers.” –Tony Robbins

Business Resources:

Book: Abundance: The Future Is Better Than You Think by Peter Diamandis

Guest Contact Info:

Company website

Steve’s LinkedIn Profile

 

 

Taking Cleaning and Restoration Technicians to the Next Level

01 Jan
January 1, 2015

Episode 12

Featured Guest: Barry Costa – Costa Group Education (Kingman, AZ)

Summary: Is the answer A, B, C, or D? Those are the options we have come to know and accept with industry certification examinations. These exams primarily test cognitive abilities, but leave out physical competency. The cleaning and restoration industry is about to take it to the next level with performance assessments for positions such as carpet cleaning, water damage, and beyond. Spend time with Barry Costa as he explains how the team at ICRA is adding another (valuable) level of testing for technician proficiency in our industry.

The Restoration Nation Challenge: How well do you know the abilities of your technicians? Are your internal training procedures getting watered-down with each incoming employee? What kind of quality control measure do you have in place for technician performance?

Motivational Quote: Life Lesson number 5 is from Barry’s daughter Kim: “Touch as many lives as you can.” Every time you meet someone new, you leave a little bit of yourself with them. They are affected by you. The more people you meet, the more complete both their and your lives are because of how you have been affected by each other. Think of the possibilities.

Click here to see all of Kim’s “Ten Life Lessons”

Business Resources:

Book: Delivering Knock Your Socks Off Service by Kristin Anderson and Ron Zimke

Website: http://www.icrassociation.org/

Guest Contact Info:

Barry’s LinkedIn Profile

Help Barry reach his $200,000 fundraising goal for the Leukemia and Lymphoma Society! Support his effort here!

Time to Clean Up Your Customer Service Effort

10 Dec
December 10, 2014

Episode 9

Featured Guest: Bill Yeadon – Jon Don (Indianapolis, IN)

Summary: Customer service is so pivotal to the long-term success of your cleaning and restoration company. Listen to Jon-Don instructor, Bill Yeadon, as he helps us analyze our own customer service efforts. Are we “wowing” our customers or just doing the bare minimum? Bill challenges us to do more to make cheerleaders out of our clients.

The Restoration Nation Challenge: Are you falling into the trap of assuming your customer service is excellent? When was the last time you took a deep look at all aspects of your customer service effort? Are your employees performing at the level you want them to when it comes to customer service?

Motivational Quote: “The last of human freedoms – the ability to choose one’s attitude in a given set of circumstances.” – Viktor E. Frankl

Business Resources:

Video: Ted talk by Simon Sinek

Book: Start with Why: How Great Leaders Inspire Everyone to Take Action by Simon Sinek

Book: Leaders Eat Last: Why Some Teams Pull Together and Others Don’t by Simon Sinek

Book: Influence: The Physiology of Persuasion by Robert Cialdini

Guest Contact Info:

Email: billy@jondon.com

Bill’s Strategies for Success Blog

Bill’s LinkedIn Profile

Fleet Management for the Cleaning & Restoration Industry

03 Dec
December 3, 2014

Episode 8

Featured Guest: Corey Fongemie – GPS Fleet Consulting (Portsmouth, NH)

Summary: Ever wonder where your trucks actually go during the day? Are you concerned with “after-hours” activity with your vehicles? Need a better way to manage maintenance schedules? This podcast speaks with fleet management consultant Corey Fongemie. He puts business owners in the driver’s seat when it comes to fleet management of their cleaning and restoration company.

The Restoration Nation Challenge: Is fleet management something you turn a blind-eye to? Are you really doing all you can to protect the large investment you have in your vehicles? Do you realize the customer service and administrative benefits of fleet management?

Motivational Quote: “Don’t let things happen, Make things happen!”

Favorite Business Book: The Leadership Challenge: How to Make Extraordinary Things Happen in Organizations by James M. Kouzes

Guest Contact Info:

gpsfleetconsulting.com

facebook.com/gpsfleetconsulting

linkedin.com/in/fongemie

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