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

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rob allen

Administrator
Staff member
Administrator
Sep 5, 2007
33,448
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Va.
www.drynclean.com
Real Name
Robert Allen,Jr.
Business Location
United States
#1
Many members here on Truckmountforums realise that it is the "little things" that separate us from our competitors. This is known in many industries as Moments of Truth. What we want to focus on is positive Moments of Truth. (PMOT's) What is the definition for MOT? A moment of truth is when an interaction occurs between a customer and the service provider that can leave a lasting positive or negative impression on a customer.

Daily I remind my techs that it is our privilege to have our customers business,not the other way around. Moments of truth in carpet cleaning, for example, will undoubtedly include (but not be limited to) booking the job,your personal and van appearance,arrival,walk through,cleaning experience,relating to client add ons and diverse services,interaction with home owners children and pets, and much more.

Through the years I have seen,met and noticed online that many cleaning service providers are delusional. They think they are doing a good quality job with PMOT's but sadly in reality they are not. Perhaps they lack training or desire. Regardless,understanding the moments of truth that are important to our organisation's customers is the key to understanding what good customer service really is. How important is it? It can be the difference between success and failure. Yes there will be some who are exceptions to the rule but this is rare. They can be negative and still make money. But they will never be truly successful until they understand and fully implement PMOT's.

Now an owner operator can track his results by examining a master list like the one we are creating here. This is important because the O/O may think he is doing great but in reality he may not be. Let me give you an example. Recently I was called to do a pest control for a move out. Upon arrival I noticed the carpets were cleaned by the lines in the carpet. It actually looked very good. We had offered her carpet cleaning when she booked the pest job but said her real estate company said she had to use someone else to clean the carpets. Now this client was about 30 and very attractive. Now why would I mention she was attractive? Well let me explain.

While writing up the pest report I engaged her in light freindly conversation (PMOT ;) ) and asked who the carpet cleaner was. When she told me I wasn't surprised. This guy had worked for me about 15 years ago and did good work. When he worked for me many clients said he was very "good looking". True he may have been but listen to what she said next. "Rob I am a model and have model friends. I was thinking when I saw him without a ring that I may set him up with one of my girl friends. But then he opened his mouth he was so negative that I was really turned off. I was looking forward to him finishing and leaving.". WOW! What a "negative moment of truth!

Well needless to say this client is now a lifetime client of mine because I implemented tons of PMOT's and was very meticulous about not introducing any negative MOT's. Actually this is how I treat every client in the same manner. It is my privilege to serve them and I am always looking for ways to exceed the clients expectations. Remember I said earlier little things,PMOT's, separate us from our competition. Think I'm wrong? Think again. Did you know in golf that only one stroke or two average separates those making millions and those making thousands on the Professional Golf Tour? So just a couple of things can be the difference of whether you lose a client to a competitor of keep them for a life time. So we need to take this seriously. Very seriously.

Multi-truck owners have a harder time tracking PMOT's because surveys are not a good way of mapping them. Surveys are not a good way to track PMOT's for two reasons. First,most are poorly designed and do not address PMOT's because there are too many variables and people involved such as those answering the phone and service technician for example. Also the questions are too vague. For example,they may ask "How was your cleaning? Well the cleaning may have been good but like negative experience mentioned above the tech may have been negative. So the answer is misleading. Secondly they condition the clients to give a favorable response even if they were only 70% or happier overall according to research. 70% does not cut it for us. That to me is failing. I want 100% customer satisfaction and PMOT's have a direct bearing on this. Relying on surveys is risky at best!

The best way to map PMOT's is to know as many PMOT's as possible and have your finger on the pulse of your company. You must understand it is the "experience" that must be measured. People continue do business with people because of their good experience,feeling or vibe they got from your whole company. Surveys can't address this. Only you can. Well you may thinking well if she didn't like me then she would say so. Not so fast Sparky! In this present society many don't complain because they don't want confrontation or imagine a technician may retaliate. These are violent times we live in. Many people are guarded and rightfully so. Rather they just move on to the next company while you remain oblivious. Not good!

Determining, at each moment of truth, for each segment of the cleaning company experience, what impacts on the customer's perception and memory of the service is the key to providing good service while building lifetime clients. Research at Harvard asked what impacts on the Moment of Truth? There were three personal factors that impact on perception of your service. The personal factors are;

The level of concern shown for the individual customer
The level of friendliness shown towards the customer
The level of civility shown towards the customer.


Showing genuine concern for your clients feelings and fine furnishings are the "game changers". If you get it right clients are more likely to be genuinely satisfied and return to your service for perhaps the rest of their life. I know that is my goal. I drill this into my techs every day. 100% customer satisfaction is job number one. Especially in this internet age. We better be delivering PMOT's or the internet along with non-returning clients may do us in and rightfully so. If your service and your attitude suck then you don't deserve to be in business. And believe me when I say,there are cleaners right behind you waiting for you to drop your guard who will deliver tons of PMOT's!

So don't be delusional. What you think may be good enough is may NOT be good enough. Therefore you need to implement as many PMOT's as you possibly can. Especially in this sour economy. To do so you may need to know as many PMOT's as possible. But where can we view a complete list of PMOT's? Right here in this thread. I know of many but would like members to aid in creating a master list. So please feel free to post them and I will edit this until we have a nice complete list.


I'll start. One pet peeve of mine is when we use a clients garden hose spigot and we un-hook there garden hose. Some do not not take the time to hook back up their hose. This is trifling to me. That is a NMOT. Hooking it back up is a PMOT! This may seem like just a little thing but a lot of little things add up to be a big thing in business especially in your bank account!!!

Rob Allen
Truckmountforums




Answering Phone
Answer before 4th ring
Smile when answering phone.
Introduce yourself on the phone.


Before leaving office
Pay attn to personal appearance and truck appearance.
Clean shirts/pants/vehicle
Make sure truck stocked & have all necessary tools are clean and shining

Introduction at Door
Knock before ringing bells to not disturb sleeping children
Stand back approx 3 ft
Be confident but not cocky
Don't stare in windows
Introduce yourself,shake males hand
Smile & look customer in eye
Give free spotter & business card
Ask is it ok to park in driveway-NO oil leaks if so put something under it
Ask for a tour of home
Put shoe covers on
Wipe feet before entering if no shoe covers
Treat dogs and children kindly without over doing it
Lightly sincerely compliment them on decor or yard

Walk Through
Ask questions and listen carefully
Sample questions;
How long since last been cleaned?
Any spots & stains want me to pay special attn to?
Are there any pets loose?
How old is your carpet?
Assure client that you are the right person for the job!
Then ask is it ok for us to get started?

Setting up
Use corner guards
Door guard for in-climate weather
Don't lay tools where trip may occur
Run hoses on hard surface,never grass and bushes to avoid damaging/burning
Close doors behind you


Cleaning
Prevacuum cleaner should look and SMELL good- Couple drops of deodoriser on bag.
Clean sample dirty area,write initials of show difference.
LIGHTLY explain your cleaning process-avoid over technical terms
Point out non-responding permanent stains and offer repair solutions
Place air movers to speed dry
Turn off lights upon exiting rooms
Use tabs/blocks explain to client when they can be removed
Wipe water drips up immediately




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crash1big

Well-Known Member
Mar 18, 2011
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Illinois
Real Name
Marlan Brown
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#2
2) We really appreciate having you as a customer.
 
Likes: A1CS
May 8, 2006
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.....
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#8

Tron

Well-Known Member
Aug 3, 2010
14,886
46
113
Business Location
United States
#12
You guys are hitting the nails on the head, let me see if I can think of a few also..

Compliment them on one aspect of their home or decorating
Corner guards around turns
Whiping up any over spray or drips
Turning off any lights you turned on when leaving a room
Don't stare at their pictures or clothing items
Leaving them with a spotter bottle with your custom label
Spending a couple min thanking them for the oporatunity

Even though I love kids I don't like to address them unless they say hi to me, then I am brief and kind back but don't try to carry on a conversation with them. Just feels inappropriate unless the parent is making them engage me.

I often ask them if they have ever had their carpets cleaned before. And then ask them what they liked or didn't like about their past experiences, then you can expound on the positives and make sure you don't repeat any negatives, they may point out something they don't like that you would never know not to do otherwise...
 
Likes: jjlee22
T

TheEyeball

#13
Not necessarily in order:

I knock on the door if there is any possibility kids could be in the home. If they ask why I tell them I would never want to wake their children from a nap by ringing the bell.

After knocking I take a couple steps back and wait a good arm's length from the door. I also stare directly at the door so that if they look through the peep hole they don't see me casing the house. Makes women feel at ease as they are usually home alone.

I don't move an inch from my waiting spot until I've been invited to.

Shoes come off immediately. Most of the time I leave them outside on the porch. And I buy socks like candy. When they start looking old I toss 'em out. Can't go into a nice home with dirty socks, or socks with holes.

During the walk through I let them do all the talking unless I'm addressed, besides some occasional "Uh-huhs" and "Okays" so they know I'm listening. They never really hear me talk until after I've compiled all the info and have their estimate ready. I know a lot of you don't use the word estimate, but that's what clients call it, so that's what I call it.

I try to make sure my handwriting on the estimate is neat. Mispellings are no-nos. If I can't spell a word I look it up on my smart phone.

Then I hit them with a barrage of questions:

May I park on the drive?
Will any vehicles need in or out of the garage?
Any loose pets?
Are you sensitive to any fragrances?
This will take 2 to 3 hours, is that ok?
If I need water is there a spigot available?
Do you expect your children to be playing outside while I'm here?
May I use your front door to run the hoses through?
Do you have a preference where I start? Is it ok if I start upstairs?
I usually leave lights off and ceiling fans on. Is that ok?


I don't ask all questions to all clients, but it's pretty close. For instance, a lot of times I use the spigot without asking, but that is a terrible idea because you don't know if it's leaking or will flood the basement.

First thing I do on set up is make sure corner guards are wiped down and clean, and get them placed.

I will not wear shoe covers so I throw 2 brand new terry towels right inside the door. As I'm setting up I put one foot on each and skate around on them. My shoes never touch a hard floor.

After the work I ask permission to remove the hoses from inside. I let them know they can feel free to look around first.

As they are writing the check or whatever I make sure they see me wiping up any little drips of water. I use my shoe towels to sweep the area near whichever door I used so that I can get it cleaned up nicely.

Then I might play with their dog a little even though I hate dogs. Usually don't talk to the kids too much besides maybe a polite "hello" or something. Don't wanna come across as a total RCC type of guy.

I don't just hand them booties. I bring the whole box in and say "Would your family benefit from some shoe covers? Take as many as you think you need". I bring the box in so they can see they are brand new and unused booties, and pull them out themselves.

After I'm done, whether they see me or not, I have a broom in the truck I use to sweep mulch, grass clippings, rocks or any other debris from off the sidewalk. Rolling up hoses and stuff can make a mess outside.

I also carry a section of carpet pad cut into a neat square. If they have a pristine driveway, or the husband is outside mowing or something, I throw it under the oil pan of the truck. Get a lot of "thanks" or thumbs up from attentive husbands on riding mowers for that.









Probably tons more that I do that seems so natural now I'm not even thinking of it. Can't wait to see what other guys have to say.
 
Likes: jjlee22
May 8, 2006
21,650
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Real Name
.....
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May 8, 2006
21,650
6,228
113
Real Name
.....
Business Location
United States
#15
I knock on the door if there is any possibility kids could be in the home. If they ask why I tell them I would never want to wake their children from a nap by ringing the bell.

After knocking I take a couple steps back and wait a good arm's length from the door. I also stare directly at the door so that if they look through the peep hole they don't see me casing the house. Makes women feel at ease as they are usually home alone.

I don't move an inch from my waiting spot until I've been invited to.

Shoes come off immediately. Most of the time I leave them outside on the porch. And I buy socks like candy. When they start looking old I toss 'em out. Can't go into a nice home with dirty socks, or socks with holes.

During the walk through I let them do all the talking unless I'm addressed, besides some "Uh huhs" "Okays" and the like so they know I'm listening. They never really hear me talk until after I've compiled all the info and have their estimate ready. I know a lot of you don't use the word estimate, but that's what clients call it, so that's whay I call it.

Try to make sure my handwriting on the estimate is neat. Mispellings are no nos. If I can't spell a word I look it up on my smart phone.

Then I hit them with a barrage of questions:
May I park on the drive?
Will any vehicles need in or out of the garage?
Any loose pets?
Are you sensitive to any fragrances?
This will take 2 to 3 hours, is that ok?
If I need water is there a spigot available?
Do you expect your children to be playing outside while I'm here?
May I use your front door to run the hoses through?
Do you have a preference where I start? Is it ok if I start upstairs?
I usually leave lights off and ceiling fans on. Is that ok?

Don't ask all questions to all clients, but it's pretty close. A lot of times I use the spigot without asking, but that is a terrible idea because you don't know if it's leaking or will flood the basement unless you ask.

First thing I do on set up is make sure corner guards are wiped down and clean, and get them placed.

I will not wear shoe covers so I throw 2 brand new terry towels right inside the door. As I'm setting up I put one foot on each and skate around on them. My shoes never touch a hard floor.

After the work I ask permission to remove the hoses from inside. I let them know they can feel free to look around first.

As they are writing the check or whatever I make sure they see me wiping up any little drips of water. I use my shoe towels to sweep the area near the door I used and get it cleaned up nicely.

Then I might play with their dog a little even though I hate dogs. Usually don't talk to the kids too much besides maybe a polite "hello" or something.

I don't just hand them booties. I bring the whole box in and say "Would your family benefit from some shoe covers? Take as many as you think you need". I bring the box in so they can see they are brand new and unused booties, and pull them out themselves.

After I'm done, whether they see me or not, I have a broom in the truck I use to sweep mulch, grass clippings, rocks or any other depbris from off the sidewalk that I may have caused from dragging hoses around and stuff.

I also carry a section of carpet pad cut into a neat square. If they have a pristine driveway, or the husband is outside mowing or something, I throw it under the oil pan of the truck. Get a lot of "thanks" or thumbs up from attentive husbands on riding mowers for that.









Probably tons more that I do that seems so natural now I'm not even thinking of it. Can't wait to see what other guys have to say.
Great Stuff!
 
May 8, 2006
21,650
6,228
113
Real Name
.....
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United States
#16
One of the biggest things i have always focused on in sales is my body language, keeping my arms to the side or holding a booklet to write in. Keep my voice medium tone, do not talk too much, allow some natural pauses in the conversation but not an awkward amount.

Hard to explain in writing maybe but really to try and keep loose, relaxed.
 
Feb 20, 2012
9,588
5,679
113
Beausejour Manitoba Canada
Real Name
Grant Schmidt
Business Location
Canada
#20
I never say "No Problem" when the custumer asks for something, instead I say "It would be my pleasure". Big difference in these responses. When you say "No Problem" you are letting them know that there could be issues with what they are asking. Try saying "It is my pleasure" when they thank you for your service etc.