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Friday, October 10th, 2014
Customer service doesn’t have to be evil!
Does Your IAQ Business Get Thumbs Down for Service?
No matter how great your company’s product or service is, if your customer service skills are lacking, it won’t make much difference. This is especially true in today’s economy, as struggling business owners need every possible advantage over their competition. Unfortunately, far too many business owners make the same mistakes over and over again, sending their customers into the arms of their competitors. Here are 5 simple but effective ways for small business owners to turn angry, frustrated, or dissatisfied customers into happy customers — who come back for more!
1. Not Training Your Staff Properly
It does not matter whether you have two or two hundred employees, you must train everyone in the art of customer service. Customers and clients will not tolerate rudeness, incorrect information, or apathy on the part of your staff. Not taking the time to thoroughly train ALL employees — from the bottom to the top — is a major mistake made by too many indoor environment businesses.
2. Trying to Win the Argument with a Customer
It is worth remembering that it takes five times more effort and cost to gain one new customer than it does to maintain one current customer. When it comes to succeeding as a small business owner, it really is true that “the customer is always right.” If you try to win an argument but lose a steady customer, you are punishing yourself and your business with lost revenue — and, very likely, ensuring bad reviews on sites like Yelp.
3. Being Inaccessible to Customers
If you want to see repeat business, you need to be reachable by your customers. If people find it difficult to contact the customer service department or speak to a manager, they may not return. Many businesses, especially online, try to maintain a distance from their customers, but this often backfires by sending people somewhere else where they’ll get the one-on-one attention they are looking for.
4. Standing by Your Policy … No Matter What
Treat every customer interaction as an opportunity to build a personal relationship — this is one of the ways small businesses can shine where a huge, faceless corporation can’t. While the store clerk who is scared to lose his job can say “Sorry, that’s our policy,” customer service representatives and managers should be able to find ways to bend policies to build positive customer relationships. The phrase “If I do that for you, I’ll have do to it for everyone,” is one of the fastest ways to lose customers.
5. Failing to Keep Promises
If you assure a customer that something will be ready by Thursday, then it should be ready by Thursday — no exceptions. If you can’t honor your commitments to a customer for reasons beyond your control, do not make excuses; the only words you need to remember are “We’re sorry,” backed up by an extra effort to make the customer happy. Be sure customers give you the thumbs up!
Source: All Business
photo credit: mattygroves via photopin cc
Monday, October 21st, 2013
10/18/2013 Tallahassee, FL The State of Florida Mold-Related Services Board has approved the NORMI Assessor and Remediator examinations for licensure by the State. NORMI, the National Organization of Remediators and Mold Inspectors, now joins a small group of select not-for-profit trade organizations with whom the state has partnered to provide competency examinations for the mold industry.
“This is a big day for NORMI,” said Doug Hoffman, Executive Director. “Since 2004 NORMI has provided direction for great training through its strategic partners in the areas of assessment and remediation for mold contaminated properties. As a certifying agency, the NORMI standards for conduct and professionalism have allowed it to be included in stakeholders for those states who have or are considering mold licensure. This recognition assures the NORMI members and those interested in being a part of our organization the kind of credibility they deserve in a field where competency is critical to the health and welfare of the public.”
“This examination is not easy,” reported Wenford Taylor, Senior Trainer. “Even with the years of experience I have in the field, the State of Florida requires a high level of competency, field knowledge and a comprehensive understanding of this dynamic industry. I recommend the student take a refresher course before sitting for this exam. Though not required to take the exam, current training in the areas of moisture and moisture control, protocol writing and remediation techniques will definitely help.”
NORMI will be offering the two-hour proctored exam at various locations throughout the state for those who are interested in being licensed. Application for examination may be made through the NORMI Examinations link at its homepage (www.NORMI.org) but candidates for licensure must then meet the State of Florida requirements which include a background check and field experience. NORMI Certification automatically follows successful passing of the examination(s) but licensure is not guaranteed as that decision is left entirely to the state for which licensure is requested.
The website at www.NORMI.org will be changed shortly to reflect the criteria to challenge the examination but for more information on the NORMI Examination, call 877.251.2296 or email support@NORMI.org For verification of State approval see FLORIDA DBPR Examinations
Sunday, December 2nd, 2012
December 5, 2012 (Abita Springs, LA)—To ensure a healthy flood cleanup, identify the tasks you can do yourself and then locate qualified professionals to do the ones you can’t, recommends Doug Hoffman, Executive Director of the National Organization of Remediators and Mold Inspectors (www.NORMI.org) and author of Mold-Free Construction. Recognizing if you are in a high-risk health group is the first step in protecting your health when your home, workplace, or school has become water damaged from flooding, explains Kurt and Lee Ann Billings, authors of the book MOLD: The War Within, which details lessons learned from Katrina.
Many people are completely unaware that their health histories put them in a high-risk category for exposure to structural molds until it is too late and they are already sick, which is exactly what happened to the Billings family. Prevention of health-risking exposures is paramount when in a wet-building environment because the species of mold that grow on it also produce toxic poisons called mycotoxins. By being aware of the following DOs and DON’Ts, flood area residents will be able to make informed, health-focused decisions.
1. Do find out if you or a family member fall into one of the CDC’s high-risk groups for mold, which include but are not limited to the following:
• Infants and children
• Elderly people
• Pregnant women
• People with respiratory conditions, such as allergies or asthma
• People who are immune-compromised or who have weakened immune systems
• People who have undergone recent major surgeries
• People who take immune suppressing medication, including oral or nasal steroids
2. Don’t perform remediation tasks if you fall into one of the CDCs high risk groups. To best protect your health and property, hire a trained mold professional.
3. Do take the CDCs high-risk group warning seriously. The health of a seemingly 200 lb. strapping young man in his 20s or 30s can become compromised when exposed to mold even if he only has a health history of allergies.
4. Don’t, especially if you fall into one of the CDCs high risk groups, live, work, or go to school—if at all possible—in a structure that has been flooded or suffered water damage until it has been properly remediated and passed final clearance testing.
5. Do wear personal protection equipment (PPE) when entering a mold-contaminated structure for even a short duration of time.
6. Don’t think that personal protection equipment (PPE) is going to be enough to protect you if you are in a high-risk group. Studies show that spores and spore fragments easily penetrate N-95 and N-100 facemasks.
7. Do use a HEPA air purifier to reduce indoor airborne mold spore counts.
8. Don’t use any air purifier as a long-term solution instead of proper remediation.
9. Do use a HEPA air purifier that is sized properly for each room.
10. Don’t expect the HEPA filter to last as long in a mold- and bacteria-contaminated environment as it would under more normal conditions.
11. Do at least create a “clean” sleeping room if a HEPA air purifier can’t be placed in each room.
12. Don’t think that a clean sleeping room is as good a solution as sleeping somewhere else that did not experience water damage.
For more information on water damage and flood resources, please see www.Flood.NORMI.org or to locate a certified mold inspector or remediator in your area, log onto www.NORMIPro.com or call 1.877.251.2296 or www.NORMIProETF.org at 1.877.751.3500.
Sunday, August 28th, 2011
Abita Springs, LA
NORMI, the National Organization of Remediators and Mold Inspectors, conducted its first Virginia Mold Licensing class in Alexandria last week between an earthquake and impending Hurricane Irene. The successful training provided three days of mold training for professionals who were interested in being trained as Mold Inspectors and Mold Remediator Supervisors which include a curriculum sponsored by NORMI, a Virginia Board-Approved training provider. This training included 24 hours of training centered on the techniques of assessment and remediation including hands-on training, lectures, and the specifics of mold, its helath effects and mold management for removal.
“We started the week with a thundering earthquake and finished with flight to prepare for the impending hurricane,” reported Doug Hoffman, Executive Director of NORMI. “Amidst the excitement we provided excellent mold training from four highly experienced and dedicated trainers who converged on Alexandra, PA from Florida, South Carolina, New Jersey and Louisiana. All in all we were impressed with the dedication and commitment of these mold professionals who came and stayed for the express purpose of getting the training they need to comply with the Virginia Mold Licensing law. We will be in Pennsylvania next week and anticipate another great group of guys who want to learn better how to practice their craft.”
For more information on classes designed specifically to meet the Virginia Mold Licensing Law contact Best Training School at 888.856.4803 or view the easy-to-understand mold training video for more information. Classes are being conducted in Virginia and other states. The next class will be held in Pennsylvania, PA at the Schapers Supply store. For information on NORMI, contact 877.251.2296 or email email@example.com. Facilities Maintenance Directors, Home Inspectors, General Contractors and other professionals who deal with toxic mold removal should consider taking this course to understand the correct standards that should be utilized to remove toxic mold from indoor environments.
Tuesday, August 2nd, 2011
Abita Springs, 08/02/2011
NORMI, the National Organization of Remediators and Mold Inspectors, announced today that classes have been scheduled in Virginia to meet the new Commonwealth of Virginia DPOR Mold Licensing Law. The classes will be held at the Holiday Inn–Eisenhower in Alexandria, Virginia on 08/24-26/11 and include the 16 hour Mold Worker, 24 hour Mold Remediator Supervisor and 24 hour Mold Inspector courses. Each course offers a proctored examination at the end of the final day and provides the needed paperwork to secure Virginia licensing. NORMI was approved in July as a training provider for the Virginia Mold Licensing law and is scheduling classes throughout the eastern seaboard to meet this licensing requirement.
“We are excited to be able to offer a regional training in Virginia,” said Doug Hoffman, CEO of NORMI. “We have been in discussion with the state for four years in regards to this new licensing requirement and extremely that the legislature took such a common sense, business-friendly approach to the licensing requirement. Training is essential for mold professionals who want to do it right and the public will be protected when they hire a NORMI pro! Our goal is to train as many professionals who want to enter this industry or expand their knowledge to include a better understanding of the IICRC, NYC Guidelines and EPA standards. This is a great day for the public and professionals!”
Classes are listed at www.BestTrainingSchool.com where students can register with a small down payment or call 888.856.4803 to register by phone. A fax registration is also available at the online registration website. For more information about NORMI, contact 877.251.2296 or email firstname.lastname@example.org
Thursday, July 15th, 2010
“We have been studying the Contaminated Drywall issue (formally referred to as ‘Chinese Drywall’, ‘Defective Drywall’, ‘Imported Drywall’ and ‘Corrosive Drywall’) for nearly two years. Our team of expert researchers, engineers, construction professionals, microbiologists and remediation specialists started in the summer of 2008 when clients first called NORMI looking for solutions. There has been a lot of ‘misinformation’ dispensed and ‘gimmickry’ solutions offered to address these problems but finally, we have found the solution and are proud to partner with Best Training School to train professionals on the assessment and remediation of Contaminated Drywall (CDW).
The problem first required intense scrutiny and investigation through a variety of disciplines. We have looked at the building science aspects of the problem, IICRC S-520 and NYC Guidelines for potential mitigation/remediation solutions, microbiological analysis utilizing DNA sampling and straight microscopy to help us identify a more holistic approach to the problem and relied on our intense construction background to propose a solution. But that wasn’t enough! Once you have a proposed solution, a mitigation/remediation protocol that works, how can you find someone who is well-trained AND insured to actually perform the work?
Now we have accomplished our purposes: provide a program that really 1) identifies the problem, through proper assessment, 2) effectively removes the source of the problem, through remediation protocols that are holistic, effective and specific to the unique job and 3) provides the customer with a guarantee that the problems WILL NOT return, a warranty aspect absent from many proposed solutions.
Well-trained, highly skilled, licensed and insured professionals for assessment AND remediation with protocols that work—come see for yourself at the next Best Training School CDW Certification class near you!” Doug Hoffman–Executive Director of NORMI
THE MITIGATION/REMEDIATION TRAINING
The NORMI Certified CDW Remediator (CCDWR)—The NORMI Certified CDW Remediator is a fully licensed and insured construction professional who has met the stringent requirements associated with the mold remediation certification (NORMI Certified Mold Remediator) also offered by NORMI. Having been trained in the standard remediation protocols (IICRC S-500, IICRC S-520, NYC Guidelines, EPA, and others) the NORMI Certified CDWR fully understands how modifying existing cleaning, restoration, mitigation and remediation techniques accomplishes the overall goals of contaminated drywall mitigation/remediation. When implementing contaminated drywall mitigation/remediation the utilization of proper containment, establishing negative pressure, use of Personal Protection Equipment and chemical/mechanical sanitization techniques are vital to the successful project. The NORMI CDWR attends this training with a rich background of training and experience so projects can be initiated immediately upon completion of the course. Requires 1-Day Training (8 hours)
The ASSESSMENT TRAINING
The NORMI Certified CDW Assessor (CCDWA)—The NORMI Certified CDW Assessor is a fully licensed and insured professional trained in all aspects of IAQ-related and CDW assessment because, first and foremost, the issues related to corrosive drywall are indoor air quality problems. The “rotten-egg odors”, the VOCs, relative humidity anomalies, and surface contamination all affect indoor air quality and must, therefore, be fixed and continually managed. The assessment process identifies those factors contributing to the symptoms in that specific and unique project then proposes protocols that mitigate or remediate the problem. The solutions are specifically tailored to match the design, construction and nature of the problem. In some cases the contaminated drywall is asymptomatic and requires only the installation of IAQ management techniques, light mitigation and/or containment. In other cases, removal of the contaminated drywall is in order. Rather than taking a “let’s kill the flea with an elephant gun” approach, the NORMI Certified CDWA is trained to match the solution with the problem. There will be no “unnecessary” redundancy just to cover up or mask the problems. The problems are identified and protocols written to solve the problem at its source. Requires 2-Day Training (16 hours)
THE HEALTHIER HOME WARRANTY
The NORMI Healthier Home Warranty is the goal of all mitigation/remediation projects. A home that has been properly assessed and remediated qualifies for the ongoing warranty which guarantees to the homeowner, the problems were solved. Upon completion of the project the homeowner is presented with a NORMI Certificate of Sanitization as a third-party confirmation that all protocols were followed resulting in a post remediation verification that all levels of IAQ are in “expected/normal” ranges. The NORMI Certificate of Sanitization then becomes the basis for the ongoing warranty. Should the homeowner elect to continue this warranty, an annual compliance review is scheduled and ongoing IAQ management through IAQ monitoring and maintenance is implemented.
For more information on how this training and solution could help you, call the NORMI CDW Hotline at 877.251.2296 x 8911 or email email@example.com Classes now being offered at www.BestTrainingSchool.com/cdw.php