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.
-------------------------------------------
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.
-------------------------------------------
'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 São 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 São Paulo, Brazil,
is the largest producer of sugar cane today, and the city of
São Paulo is the main producer of sugar cane in Brazil.
66% of the sugar cane is produced in São 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 São Paulo state is urban-based,
so the garbage production is huge:
São 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.
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