Stop following the “Golden Rule” you’ve always been taught. It’s nonsense and it’s killing your business.
I’m sure we’ve all been taught the same thing since we were kids: “Treat people the way YOU want to be treated.”
It sounds nice. It feels right. It works on your neighbours. But in the carpet cleaning industry, it’s a massive mistake.
Think about it:
You may well love a 20-minute chat about the technical specs of your truck-mount system. Your customer might just want you to get the job done so they can get to their 2:00 PM meeting.
You might value the lowest possible price. from the people YOU deal with. Your customer might be happy to pay a premium for a quiet technician who gets all the rubbish out of the corners and a 3 hour guaranteed drying time.
You might want a text update if someone is running late. They might want a phone call as they never look at their texts.
When you treat people how you want to be treated, you are assuming everyone thinks exactly like you.
News flash. They don’t.
The Real Secret? The Platinum Rule. “Treat people how THEY want to be treated.”
The best cleaners aren’t just the ones who get the most dirt out of the fibres; they are the ones who can read a room and adapt their service to the person standing in front of them. The most important person in the room, the customer.
Stop cleaning and offering services for yourself. Start doing it for them.
