They become suspicious, adversarial and hostile with a big chip on their shoulder. This is the emotional landscape your innocent technician walks into with a first time carpet-cleaning client. Things don't look any better when we examine the emotional state of your employee either. Technicians usually are unsure of themselves, intimidated, in awe of the home and furnishings, confused and unsure of how to proceed and very, very afraid. Therefore, due to their fear of the customer, many carpet-cleaning technicians do everything possible to avoid dealing with them.
Every day is a confrontational mess of negative feelings, mistrust and bitter emotions.
So tragic, because it doesn't have to be this way. I welcome your suggestions and comments. Nothing is so much to be feared as fear. Copyright 2001 by Business News Publishing Co.