You can tell your potential clients all day long about how amazing you are.   You are different than the competition, you care about them, and you do the best job out there.  The truth is, they expect that coming from you.  Why wouldn’t you say that?  You want them to buy something.  But, if one of their close friends tells them, or they find out someone had a wonderful experience using you then all of the sudden they are listening.  It builds confidence.  It is like getting a great introduction from someone else.  The audience automatically feels more at ease because someone they are familiar with is vouching for you.  It can inspire action which is exactly what you want.

This involves more then adding testimonial or two to your website that says “They were great, I would use them again.”  One or two weak testimonials are worse than no testimonials at all.  “How do you get the best AWESOME action inspiring testimonials?” you ask? Here are just a few simple tips in no particular order.

• Learn how to ask.  Instead of asking for a testimonial - ask the customer to tell their story.  You never want to put the customer on the spot.  Even though a client may have LOVED you and your services, they may feel uncomfortable or unsure of what to say.  You can make them feel more at ease by asking them questions to learn their story.  Ask if you can take notes, record, video, etc to share with others.  Another great word to use instead of testimonial is feedback. 

• Learn to time it right.  So you just finished a job that you know went perfectly.  You are focusing on getting testimonials and you know this would be a great one.  They customer walks in excited about your work so you pull out your phone or video camera and start recording!  Right??  Wrong!  (Unless you think that deer in a headlights look is effective.) Although they are probably very excited about your work you never want someone to feel forced to put in a good word for you.  It will leave a bad taste in their mouth, and you definitely won’t get the desired result.  Figure out when the best time to hear their story.  This may very well be when you finish the job, but it may be later during a follow up call or another time.   

• Get Permission.  Make sure you get the author’s permission to use the quote or testimonial. Take care that their name and title is correct. If you have nowhere to show the quote or video at the moment you can store it with a date and details for use later.  If you don’t, it is only a matter of time before someone complains that you are using them without asking.  You will rarely have someone say no if you ask permission first.

• Be Prepared.  It will make it much easier on both you and the client willing to tell their story if you have a few questions ready.  This way they can answer them naturally while you are getting the best material to build a strong testimonial.  Here are a few that you can use to start out.

• • “What was it like before you used our product/service?” (Define the problem.)
  • “What objections did you have before working with us? What reassured you?”
  • “What was it like working with us?” (Feelings, thoughts, concerns, etc.)
  • “What specific results did you get from using our product/service?” (CRITICAL. Details are important.  Find out out how the problem they initially had was resolved and how this made them feel.)

• Edit and Get Approval.  If you are using a direct quote or a video and you already got permission (tip #3) you won’t need to do this.  However, if you used a feedback form or took notes then you still have a chance to spice the testimonial up a little bit.  Don’t be afraid to do this as long as you get approval.  The quickest way to get the approval you need is through email.  You can send them something like this:  

Hi {Name},

Thank you for taking the extra time to tell us your story and give us feedback on our services.

Your feedback was so great that I’d like to use what you said as a testimonial on our website - would you mind if I did this?

Here’s how I’d like to quote you:

—
{Place their testimonial here}
{Name}
{Town, State, Country / Website / Title of significance}
–

(Feel free to edit this if there’s something in there you don’t like)

Of course, at any stage if you wanted to “withdraw” this testimonial, just let us know and we’ll take it off all of our marketing materials, with the exception of printed materials (such as brochures - we’d need to wait until the next printing run to do this.)

Anyway, let me know if it’s OK to use this in our marketing materials.

Thanks again for your great feedback - I’m glad you enjoyed our services. 

Once you receive a response with approval, you are free to use the testimonial to excite your new prospects.

• Say Thank You. Twice.  Before you ask for a testimonial you need to thank your customer for being an important client.  You can put this however you would like.  Make them feel important.  First of all, because customers are the reason you are in business, but also because it will make them much more likely to agree to help you out and share their thoughts about your company if they feel valued.  Then, once they have helped you out by taking out a few minutes to share their story, you can thank them again with a card or even a gift if you would like.  Make them feel appreciated.

The function of every business is to get and keep customers. - Ted Levitt, Senior Professor at Harvard Business School.  Consequently, it is also the function of every employee of every business to do the same.  Keeping customers long-long term is crucial to the success of any business.

It can cost, on average, four to six times more to attract a new customer than to keep an existing one.  Once you have attracted a new customer, how can you build customer loyalty and build a long-term relationship?

What are some tips to getting this done you ask?  Viola!  We have found several ways to help you build customers for life.

Create VIP’s. Human nature is such that people want to receive courteous, accommodating, hospitable, genuine customer service when and where they decide to spend their hard-earned money. Studies have shown that people are even willing to pay a little more for a product than they would pay your competitor in return for white-glove treatment. Every human being has a need to feel special.  Do you keep this in mind? Why are you different?  What are you known for?  If your customer were to go to your competition, they would not only expect, but demand the same level of service they get from you.  Are you merely matching your competition currently?  Or are you going above and beyond in order to teach your customer new standards so that they feel special and well taken care of in your hands?  If you are truly creating an unmatched experience for your customers they won’t even think about turning to someone else for a fear of inferior treatment.  Plus, they will appreciate your efforts!

Guarantee Your Products and/or Services.  Take responsibility for everything you do.  This can make a huge difference especially if the customer has complaints.  Make sure the customer knows you mean it.  If a customer has a problem use it as an opportunity to stand behind everything you do and differentiate yourself from others they have done business with in the past.  Many people expect to be ignored or pushed off to the “Not My Problem” line.  It is like a breath of fresh air when someone acknowledges their issue, attempts to correct the error, and makes sure they have been updated with the results.  Also - be sure to be honest.  If you made a mistake, own up to it.  We are all human and are aware that no one is perfect.  Many times it is your reaction that decides their feeling towards the situation.  This leads me to the next tip. 

Survey Your Customers.  I mean for honest answers.  Find out if you are doing a good job.  If there is a problem, react quickly.  Most customers are not very likely to complain to you if they are unhappy.  They are more likely to tell someone else or just move on to the next company to take care of them.  Ultimately, you should find out from them what they thought.  You can do this through a survey, phone call, email or text, or other more creative methods. 

Say “Thank You.”  You may have “wined and dined’ them to get their business.  They finally purchase and then what?  Don’t forget to say Thanks!  This can be done over the phone, through a mailed thank you note, and email, etc.  Leave an impression with them that will keep them coming back. 

Deliver a Clear Message.  What are you known for?  You are the guys that ______?  How would one of your customers finish that sentence?  How would you like them to finish that sentence?  Is your message clear?  Make sure the customer knows why you are different and why they are smart for choosing you over others.  Your entire team should know why you are different and be able educate and reinforce this to your customer.  Your customer will be confident in their awesome decision to choose you! 

Follow the Golden Rule.  Put yourself in your customers shoes.  Sit down and take a moment to think of what a good experience would be like with your company.  Go through the process.  Write it down.  Now, what would make it great?  What would make you tell someone else about it?  What would make you keep coming back for more?  Try adding just one of these steps into your process at a time and see the positive effects it has on customer loyalty.

I figured no better way to start writing better blogs then writing a blog on blogging.  (Confused yet?)  Let me clear it up for you.

By now you have all heard of it.  “Blog” is one of the most searched words on the internet today.  This is probably because people are still trying to figure out how to do it right.  Why should you care about blogging?  When well planned, this can be an awesome and FREE marketing tool.  (Woohoo that’s right, FREE!) As a restorer, you can use it to help get your name out there as the expert in your community.   

A blog is a web log, or an online public diary or journal that is written for others to read. You can create blogs for personal reasons, educational and informational reasons, business and corporate reasons or a multitude of other uses and purposes.    

You can add to them anytime and they have a nice long shelf life.  They stay online until you decide to remove them.  If you do not already have a blog that is associated with your business or your website, then now may very well be an excellent time for you to start blogging.  

Here are a tips to helping you get the best results out of your blog:

1. Make a List.  Sometimes the hardest part of blogging is figuring out what to blog about.  Before you start your first blog make a list of all of the things you think would make great topics for your readers.  This will help save a ton of time and frustration.  The easier you make it for yourself, the more likely you will be to keep doing it.
2. Blog on a Consistent Basis.  Not necessarily daily, but pick a schedule and stick to it.  People will start to expect your new blog posts.  Make sure to deliver.
3. Get your name out there.  If you are brand new to this people may not know who you are yet or that your blog exists.  Comment on other blogs or social media sites.  Network among your peers.  Check message boards and drop your links multiple places.  
4. Exude Confidence.  You are the expert.  Research before you write and make sure you are giving people content they can use.  Don’t stress if you don’t feel like you are an awesome writer.  There is a ton of information on blogging out there to help you.  Here are a few: Copyblogger, Problogger, Zen Habits, Smart Passive Income & ViperChill .
5. Think About Your Readers.  What would you like to hear about?  What are key words that they could be typing in to find your blog?  Will this information help them?  Don’t be too generalized.  Specific blogs will give you more to write about and offer more help to those looking for it.
6. Plan ahead.  If you are in a writing mood and have the time, knock out multiple blogs.  Why not?  This way if something comes up you are already set, and you aren’t leaving your regular readers looking for your next blog.  You will have better information and be able to deliver it consistently. (Tip #2.)

• Insurance companies are asking for restorers that can properly dry hardwood floors because only the best restorers understand correct hardwood drying process.
• Hardwood flooring now makes up a much larger percentage of the flooring in homes than ever before.
• Drying hardwood flooring is much more challenging yet more profitable than just removing them.

There are two ways to learn the unique processes required to restore hardwood floors:

• Online Training
• Hands on IICRC WRT/ASD courses at Reets Drying Academy.  Click here to redeem special offers and discounts on courses.

LEARN MORE ABOUT HARDWOOD FLOOR DRYING RIGHT NOW

Here is one of our premium online training modules that shows the step by step process for drying hardwood flooring at no charge.  Click the video above for a one minute preview.  Click here and I will send you the longer video right now at no charge!  Jeremy will show you how to address drying the floor from below and he then continues upstairs giving you a practical demonstration of hardwood floor that you can use today.

LEARN MORE ABOUT HARDWOOD FLOOR DRYING IN A HANDS-ON COURSE

Plan a visit to Reets Drying Academy to complete a hands-on course and practice the best methods to assess and dry a hardwood floor along with other materials you will find everyday in the field.  Gain practical knowledge in this unique true-to-life flood house built outdoors used to teach restorers from all over the nation year round.  The following courses cover hardwood floor drying and allow you to practice these techniques in class.

The Clean Trust (IICRC)WRT/ASD Combo Course
(Water Damage Restoration/Applied Structural Drying)

The Clean Trust (IICRC)Applied Structural Drying Course
*Prerequisite WRT

The World's Fastest Drying System Course
*Exclusive to Reets Drying Academy.  Can be taken alone or in combination with ASD.

Check out the Course Schedule and Reserve Your Seat Today! Class sizes are limited so register early to guarantee your seat. Click on any of the course descriptons on the left for more information and for class schedules.

So why do we do it?  For some, it is just a lack of energy.  However, others may be truly paralyzed by fear.  A fear of failure can keep us from working on a daunting task.  But just as gripping can be a fear of success.  With success can bring big change which can also seem overwhelming.  So instead of facing our fears head on and completing our tasks, we put them off for later.  It seems like the path of least resistance.

How can we break free of this cycle?  I have found tons of suggestions but here are just a few that you can implement to make your life a little easier. 

• Break the task into manageable pieces.  How do you eat an elephant?  One bite at a time.  Some action is better then no action.  Remember, once time has been wasted you can't get it back.  Get the ball rolling and you will see you pick up momentum.
• Plan out guaranteed "fun time".  If you know you have something rewarding coming for all of your hard work you are more likely to stay focused during your work hours.
• Become a peak performer.  Delegate the tasks that you lack the skill to do and become highly efficient to get more work done in less time.  By increasing your productivity you will spend less time working, or pretending to work while you put things off, and have more time for family, friends, and other rewarding things.  Plus, you will find you feel less stressed while you are at work!
• Pay attention to your diet and exercise routine.  This will help you fight the procrastination that naturally comes along with tired and laziness. 
• Create a goal board and get inspired.  Give yourself motivation to complete the tasks.  Reward yourself after you complete tasks.  You will associate these great rewards with a sense of accomplishment.    You will find your business will benefit as well.
• Give yourself permission to be human.  It doesn't have to be perfect, it just has to get done.  An imperfect job completed today is always superior to the perfect job delayed indefinitely.
• Implement.  The best article in the world won't help you if you don't take action!

  

Here is a free quiz to test some of your Basic Drying skills in Psychrometry, Evaporation Potential, Hardwood Floor Drying, and more...

Put yourself to the test and enjoy!

Click on The Picture to Begin Your Test

"If you haven't attended this course you are probably missing a major component of drying logic." - Wayne, Servpro of University Place/Lakewood West

"Time very well spent.  Knowledge will help anyone dry faster, better, and have a complete understanding of the drying process.  This was the BEST water damage class I have EVER attended.  I would recommend this class to everyone working in the water damage restoration industry" - Paul, Exquisite Carpet Care

"This course is definitely worthwhile. Quality people that were more than helpful in any and every way.  Great to have a clear protocol. " - Kevin Carpenter, Huntington Beach, CA