Waching daily Jun 29 2017

Hi there, I'm Angela Brown in this is Ask a House Cleaner.

This is a show where you get to ask a house cleaning question

and I get to help you find an answer.

Today's question comes from a house cleaner who is livid.

She's super upset because she spent 4 hours at a customer's house.

And when she was done the customer was not happy.

The customer refused to pay her and she was very upset about the way

the house cleaner cleaned.

So the house cleaner comes away, she's all ticked off.

She's angry.

"It's the customer's fault!"

"The customer ruined my day… this that and the other."

And she's very defensive.

Okay, so when this happens, the question from this woman is

"What am I supposed to do now?

Can I take her to small claims court?

Because I threatened her.

Okay, so what I want you to consider is this; as a business owner, you have a lot of options.

And because you chose a service business you're going to run into a lot of unhappy customers

along your journey.

I don't know why but there are a lot of different types of customers that are out there.

There are a lot of different personalities that are out there.

And a person yelling at you does not necessarily mean that you did a bad job.

It's very possible that they just got in a fight with their spouse, you just happened

to walk through the room, and they took all that out on you.

A lot of times it doesn't have anything to do with you whatsoever.

And once the dust settles and that person is able to collect their thoughts, it might

be a different scenario.

Where they come back and they apologize and they pay you, I don't know.

But there will be a whole bunch of opportunities for customer service

in the house cleaning business.

So, having said that, think of it as a ballgame.

A customer is angry and they toss you a ball.

What do you do?

Do you catch the ball or do you step aside and let the ball fly right by you?

That's the question and here's why.

If you catch the ball you have choices.

You can hold on to it and think "Okay, this customer is really angry.

How am I going to resolve this?"

You can toss it right back to him and say; "Hey, wait a second.

I offer a satisfaction guarantee.

Let me come back and make the job right."

Or you can take the ball and you can spin it, and you can play with it, and you can

walk it over to a neighbor and say "Hey I need some advice, what do I do here?"

But as long as you've caught that ball you're in control.

If you step aside and you let it fly by you,

that ball flies right by you and it hits the ground.

When it hits the ground you no longer have control of the situation

and neither does your customer.

If somebody throws something at you, you have a choice to catch it.

My suggestion to you is always choose to catch that ball

because once you catch it you're still in control.

If you let it fly by you you're not in control at all and neither is your customer.

So, when you have a customer type of scenario catch the ball.

Okay, now what do you do with the ball once you have it?

Well, because you have the ball you're in control.

And so, you can go back to the customer and say,

"Hey listen I know you're not happy.

I don't want to see you unhappy because I'm a business owner.

I base my living, off of my reputation, and so I want you

to have an excellent customer experience.

What do I have to do to make this situation correct?"

And you can give them an option.

You can throw the ball back at them.

You can have them help you be part of the solution.

Or if they're not willing to talk and they're just really upset and

they're not thinking clearly.

You can come back and say "here's what I'm prepared to do…" and you can offer solutions.

But you can do that as long, and only as long as you're holding the ball.

If you're in control of the situation you get to choose what happens next.

If you let the ball fly by you, you don't get to choose.

This is not your game anymore; the game has stopped.

And so, between you and the customer you either get fired or the customer bad-mouths you on

social media or whatever.

Now we live in a world where everything you say can last for infinity.

Thanks to the internet and social media and screenshots and sharing and all these things.

Those are the things that promote you and those are the things that bring you down.

So you have a choice always choose always choose to catch the ball.

Okay, now let's say that you get in a situation where the customers really upset

and you're really upset.

Stop.

Stop.

Take a really deep breath.

I invite you all to take a really deep breath.

Get the oxygen flowing to your brain.

And then when you are able to slow down long enough, you can start

thinking through your options.

When you stop take a couple of steps back remove yourself from the big picture.

And as you look back on this scenario what do you see?

Who are you talking to?

Are you talking to someone from a different culture?

Because if you are, you grew up in two separate parts of the world.

You grew up with two different sets of beliefs.

You group with two different sets of ideals.

How on earth is it that you expect that you're going to see eye-to-eye?

There are some common discrepancies between people.

Are you speaking to someone who's twice your age?

Because if you are you're speaking to someone who has a whole

lot more life experience than you do.

And so how would you expect to see eye-to-eye if there's a 30-year age gap between you and

the person that you're speaking with?

You come from two completely different generations.

Of course, there's going to be a discrepancy.

That's just the common law of nature, right?

So, if you can take a step backwards and say "Wow wait a second, this customer is seeing

something I'm not seeing."

You can choose to be informed and say "Hey listen, my generation doesn't understand what

this is that you're telling me.

Can you explain it to me so as a business owner I now can move forward with the information

you're sharing with me?"

Because it might be true that a particular generation has a particular work ethic and

a younger generation doesn't have that same work ethic.

And so, if they can explain that to you and they can explain to you what their expectations

are, it's possible that you can incorporate the things that they share with you.

And you can toss that ball back and stay in business.

And not just toss the ball back to them, but to the other customers that are from that

same generation.

Does that make sense?

You want to always choose to be informed.

When someone comes to you and they're angry, this is going to sound really counterintuitive.

But when someone comes to you and they're angry,

this is an opportunity for you to expand your horizons.

There are so many different people in the world.

So many different personalities, so many different generations and different upbringings, and

different cultures.

There's so much as business owners we can learn.

And if you choose to use that as an opportunity to learn and improve, it can take your business

so far above the other people that you're competing with in your marketplace.

They're like "well, is not my fault.

She's a bad customer.

I'm just going to leave and walk away."

No. don't leave and walk away.

Jump in the line of fire and catch that ball.

Go back to the customer and say "Hey listen, you're not happy.

I don't like it when you're not happy.

Can you share with me how I can fix this and make this right?"

And learn from that opportunity, because if you catch that ball and you learn from that

opportunity this could skyrocket your business.

Now, I get the fact that you were mistreated.

I get the fact that you didn't get paid.

But this is like you going to college except you don't have the college expense.

You lost whatever the price was of that house cleaning because she didn't pay you.

Right?

So that was an investment in your learning.

This is the School of Hard Knocks and so that was the fee of admission for this lesson.

Most of the lessons are free, but every once in a while, you got to ante up some money

and this was one of those scenarios.

So, don't look at as like I lost the money and it's the customer's fault and I'm all

angry and all these things.

Don't do that because when you do that you're stepping aside and you're letting that ball

fly right by you.

And now the game is over.

You'll learn nothing, you're not in control, and you lost your customer.

Alright so that's my tip for today.

I hope that helps just a little bit.

Please keep me posted.

Let me know how this works out because I am interested.

and I do want to hear the ending to this interesting story.

Alright and until we meet again,

leave the world a cleaner place than when you found it.

For more infomation >> Not My Fault The Customer is Mad - Duration: 8:32.

-------------------------------------------

Good Instruction Is The Key - Duration: 10:00.

My name is Tre Riggins.

I'm from Atlanta, Georgia, but I currently live in the market that I'm doing is in

South Carolina, in Charleston.

And I guess I'm now a little bit, I'm about half way through the six-month, and

it's, it's been, it's been very, very useful, informative.

I'm currently teaching, right now, so I'm not doing it full time.

And it, I'm, I'm putting in the time to make the calls and what not, so it's not

like I'm not getting on the phone call, on the phone calls.

But it is difficult to put all of the pieces together given my schedule.

So it's, it's, we've gotten some memos back.

But nothing has closed yet.

I heard about Joe basically through Ozim and I'm not actually sure how I, how I first

heard about him but I bought some things from him, some of the, the courses and I was in

one of this programs and he talked, he talked about them a lot, how he got his start and,

I kind of wanted to get some information from, I guess, with the source.

So, that's how I found him.

So, I started in Boston, and there was a real estate group there who had AREA, it was really

into apartment complexes and rehabbing and so that's kind of the formula that I started

with.

Buying and selling rehab properties and hopefully flipping that into larger properties.

And I did that for a few years and, you know, we were able to do it.

But it's, it was a lot like having an adult daycare center, and the contractors would

say they would do something and they wouldn't, and just the whole rigmarole of following

up with that, it didn't, again, really fit with my personality.

I didn't enjoy that.

So, I got some information about wholesaling from a different person and it sort of handled

some of the issues of the logistics of it and it freed up a little bit of time.

It was still a little difficult for me to actually make it consistent.

It's like, each one of those had a little step of efficiency from rehabs to wholesaling

to the For Rent Method.

Each one had a little improvement on the last thing that made it a little easier to do.

There was, there were times where, there were gaps in information, I guess.

Joe is very, very thorough.

Sometimes you feel like you're drinking from a water hose because there's so much

information.

But the fact that there is that information and there are so many pieces that are there

for you to refer to it's defin- it, for me, too much information is a lot better than

not enough.

So, that's definitely an aspect that you see in his program.

I still had the issues of not necessarily things being consistent.

You know, I was able to get buyers, or, in one market.

I was able to get sellers in another market.

But it was too rare that I was able to get both sides of the transaction in one market

at the same time.

And so, you know, especially with the automation that Joe provides.

It seems that it's a lot easier to make those things happen.

The automation does make it more consistent.

There's just more information in general that kind of eliminates some of the gaps in

other training.

It's a lot more, not necessarily formulaic, but it seems to be laid out in a very concise

and methodical way.

Whereas, you know, other "gurus" they might have good information but it might be

sporadic and it might, you know, might be out of order, out of sequence and it's kind

of hard to piece all of it together and particularly with the Mentor Program, he's very responsive.

You know, if you have a question, then he, I love the way that he actually, he goes through

your email on his screen and gives you screencast as he's talking to you, make sure that he

addresses all of the issues that you have.

So it's kind of hard for things to fall through the cracks.

Well, one thing that I've already incorporated is his idea of getting a promissory note.

And that's already, some of the things that are in process that I haven't closed yet.

It's made it possible for me to potentially double the down payment that I've gotten.

So instead of getting, I guess it's $3,000 down, I'm getting $3,000 plus another $3,000

on promissory note.

I didn't know that before, you know, Joe's instruction.

You know, I talk a lot.

I talk a lot and I think one of the things that is really helpful about what Joe is providing

right now is guidance on me closing my mouth and listening to what it is that people are

saying to me.

It just, that practice, which I'm not very good at, is, it's a useful thing to be able

to do.

You need to be able to listen to people and let them come to their own conclusions about

what the solution is.

And you know, that's been a struggle for me.

And his insistence on me doing that I think is going to make me much more effective.

It already has.

I mean, I can see the difference in the tweaks that I've done just over, like, the past

three coaching calls, that's been a focus and you know, as we go through the weeks and

I make these, these adjustments, you can see that I'll get, the conversations are longer,

you know?

I'm getting more out of it and it's a tangible thing that you can see that that

skill and that very important area is being developed because of the attention that he

had to it.

I didn't even know, I mean, I guess I didn't know, I can't say I didn't know that I

needed to do it, but his, his insistence on my being aware of it and focusing on it is

going to make it, I wouldn't have improved that area without that guidance.

So he says that you should wait three months before you, before you do it.

I think what's in the pipeline, I'm comfortable enough with what's happening, and I think

I'm disgruntled enough.

I've already given my resignation, so, I won't be doing what I'm doing now next

year.

I'll be full time.

I felt confident enough in the material and the responsiveness of Joe.

It was even before I started getting the kind of responses that I was getting.

So, before there was necessarily a change in the response or, you know, actually signing

memos and things like that.

I had already, well, no, I guess I can't say that.

After I got my third memo, I figured that it would work.

And I felt like with his guidance and the way that he is so responsive to the questions

that I had I was pretty confident that if I can be as minimally effective as I am now,

you know, after school, you know, once I don't have to spend eight hours of every day doing

something else, I just don't see how it can't be effective.

Obviously, you know, good instruction is key.

You know, it's, you, it's very hard to do something if you don't know how to do

it and this program definitely has, it has laid out a lot of the information in ways

that are much more clearly stated than anything else I've ever seen.

And again, even information that's very similar, the person who invented the process,

I feel like Joe actually conveys it, at least to my personality, a lot better.

So, it's, I have been around real estate, especially creative real estate investing

since 2001 and I've read a lot of courses, a lot of books and I am very impressed with

Joe's stuff.

For more infomation >> Good Instruction Is The Key - Duration: 10:00.

-------------------------------------------

Alleged squatters take over when family is on trip - Duration: 2:39.

FIED, IT'S RIGHT

NEXT DOOR, THEY WERE RUNNING

THROUGH MY BACK YARD."

THE COUPLE NEXT DOOR SUDDENLY

DISAPPEARS AND REPLACED BY

STRANGERS WHEN THEIR HOME WAS

LEFT UNATTENDED.

ONLY ON 13 ACTION NEWS...

MAHSA SAEIDI IS LIVE.....

NEAR DECATUR AND LAKE MEAD....

WITH URGENT INFORMATION...

AS MANY OF US....

GET READY TO LEAVE TOWN...

FOR THE SUMMER HOLIDAY.

MAHSA?

TRICIA, STEVE ...

IT STARTS WITH OBSERVANT

NEIGHBORS.

THEY GOT A STRANGE FEELING.

THEY NOTICED THIS GATE ...

LEFT OPEN.

THE MAIL ...PILING UP.

WHAT WAS HAPPENING INSIDE FOR

ONE MONTH...

TRULY UNBELIEVABLE.

"CRUNCH...CRUNCH."

IT WAS ONCE A PRISTINE HOME ...

BUT NOW ..

"IT'S A HURRICANE CAME INTO OUR

HOUSE YOU KNOW."

AN EPIC SCENE ...

TRASH IN THE SINK.

A FORTY IN THE BATHROOM.

ALL OF THEIR BELONGINGS...

ON THE FLOOR.

"THOSE ARE THE BROKEN PIECES OF

GLASS."

"EVERYTHING WAS OPEN THE DOORS

THE WINDOWS."

OH ... BUT THIS DESTRUCTION ...

NOT CAUSED BY MOTHER NATURE.

THIS IS .... A MAN-MADE MESS.

"THEY OPEN THE ATTIC, I DON'T

KNOW WHAT THEY DO THERE, MAYBE

THEY'RE LOOKING FOR JEWLERLY."

"(WAS THIS A BREAK-IN OR WERE

THEY LIVING INSIDE THE HOUSE?)

THEY WERE LIVING INSIDE THE

HOUSE."

SQUATTERS INVADING ...

AFTER A DEATH IN THE FAMILY ...

HAD CARL'S PARENTS ..RUSHING

TOTHE PHILLIPINES.

AFTER A MONTH OF MOURNING ...

THEY RETURN TOTHIS --

"I FEEL BAD ......

DEEP BREATH."

ALMOST SPEECH LESS....

FEELING HELPLESS.

"WHAT CAN WE DO? BECAUSE ALL MY

IMPORTANT PAPERS AND THINGS

MISSING."

"(DID YOU SEE THE PEOPLE INSIDE

THE HOUSE?) NO NO."

PAM THE NEIGHBOR DID.

"THINGS WERE OUT OF PLACE, OUT

OF SORTS, SO WE STARTED CALLING

THE POLICE."

THE PROBLEM ....

NO ONE KNEW WHERE THE FAMILY

WAS --- PAM SAYS THE HAND OF

POLICE WERE TIED.

"THAT'S ONE OF THE REASONS I

CONTACTED CHANNEL 13."

"THANK GOD YOU ARE HERE TO

HELP."

TONIGHT THE DAMAGE ...

ALREADY DONE FOR 1 FAMILY.

BUT...

WE CAUGHT UP WITH RETIRED METRO

LT.

RANDY SUTTON... OUR CRIME AND

SAFETY EXPERT...

HE SAYS...

SO-CALLED.....

NOSEY NEIGHBORS ...

THOSE YOU TRUST...

ARE KEY. TELL THEM...

YOU'RE GOING OUT OF TOWN...

AND...

ASK THEM TO WATCH YOUR HOUSE.

YOUR NEIGHBOR SEE THERE IS

ACTIVITY GOING ON IN THE HOUSE

AND THEY CAN CALL THE POLICE

THEY CAN TAKE ACTION

IMMEDIATELY.

THE PROBLEM HERE...

WAS A LACK OF COMMUNICATION.

ALSO...

CONSIDER A SECURITY SYSTEM AND

LIGHTS....

THAT TURN ON... AT NIGHT.

REPORTING LIVE, MAHSA

SAEIDI, 13 AN.

AND....

IF SQUATTERS ARE TAKING OVER

YOUR NEIGHBORHOOD...

WE MAY BE ABLE TO HELP.

JUST SEND US....

AN E-MAIL....

TO SQUATTERSPOTTERS@KTNV DOT

COM AND...

PLEASE INCLUDE....

YOUR NAME AND PHONE NUMBER.

For more infomation >> Alleged squatters take over when family is on trip - Duration: 2:39.

-------------------------------------------

'This is a bad time for water' - Duration: 1:14.

For more infomation >> 'This is a bad time for water' - Duration: 1:14.

-------------------------------------------

How the State of San Paolo is promoting the production of biogas and biomethane - Duration: 2:20.

Governor Geraldo Alckmin launched the biogas programme in 2012,

in view of the need to generate alternative energies,

and it involves not only solid urban waste

but also the transformation

of some of S&#227o Paulo's other great products,

such as vinasse from sugar cane

resulting from the sugar manufacturing process.

It gives us great satisfaction

to see the Caieiras plant as an integral part of this effort,

and we hope it will multiply across the entire state.

Biogas is clearly visible: the state of S&#227o Paulo, Brazil,

is the largest producer of sugar cane today, and the city of

S&#227o Paulo is the main producer of sugar cane in Brazil.

66% of the sugar cane is produced in S&#227o Paulo state,

which therefore produces an enormous amount of vinasse.

And it is fundamental that we benefit from this productive chain

through the exploitation of biomethane.

With this in mind,

we are supporting the interconnection of the natural gas network

with plants that produce biomethane and biogas,

so that natural gas can be used

during the sugar cane off-season period

to produce more electrical energy,

or, if the plant prefers,

to sell the gas onto the natural gas network.

Brazil has enormous potential in this respect,

either in the large areas of pig production,

where we have the fermentation of excrement,

and in the production of biomethane,

there is a wide spectrum,

but especially with this model that we see here today.

97% of the population in S&#227o Paulo state is urban-based,

so the garbage production is huge:

S&#227o Paulo's 44 million inhabitants

produce roughly 44 billion kilos of rubbish per day.

The private sector needs to realise

that this is really worth it,

that the great energy frontier for the next 25 years

is with these alternatives in addition to hydroelectric energy,

which is vital.