The Owner's Manual

The Secret to Getting Great Word of Mouth: Create an Exceptional Experience

Everyone wants customers who rave about them to others. Getting a positive, personal recommendation from a friend or neighbor carries more weight than the most expensive advertising. It’s a trust issue. We know our friends and neighbors are self-motivated to tell their story, there is no payment involved. They want the best for us and…


Your Point of View: Truth or Reality?

Reality and truth depend largely on one’s point of view. What happens in a company when the numbers are off? People in the organization cast blame, often focusing on others instead of themselves. The question isn’t who is right because, with willingness, that can improve. The numbers appear to be the issue, but it’s much…


Referrals Again and Again

It isn’t rocket science but it’s amazing how many owners ignore this habit that has a triple benefit. Say Thank You. To your clients at the end of a job, or in the middle or even the beginning. Enthusiasm makes the journey fun. You has some responsibility for making it pleasant so don’t forget this.…