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When children are present my wife and I make sure to humor the children, for example, I pull a quarter out from behing their ear and they laugh. The mom or dad of the house tend to respond to our kindness and attention to thier children. Sometimes we give stickers.
Extra things 2:
Customers often ask “can you clean my little in front of the door”. On average the “little rugs” are no more than 2 x 4 and we shine them up for free. Some of you say, your missing some money there, but I say it’s giving them the pickle.
Mike Nowlin
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To go along with that, we try and write down kids’ and pets’ names on our copy of the invoice. Nothing impresses a customer more than when they call to say their dog had an accident and you respond with “did Fluffy pee in the family room again?”. They don’t have to know you are looking at their ticket, they just know that their carpet cleaner cared enough to remember their dog’s name. You can sometimes hear the jaw drop on the other side of the phone.
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