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no need to respond guys. I was using this post as an example for the regional seminar in San Antonio. Thank you. God Bless.
Mike Nowlin
When we started here in South Texas, there were around 80 or so carpet cleaners. Now there are 63. My county consits of just over a million people. The county next to us is around a million as well. Most of the 63 mentioned above are in my county (Hidalgo County). There are two chem drys in my county and one has shut down, the other is on his way out. It comes down to a lot of things. Rough economy obviously but other factors such as people telling us they don’t want steam cleaning, they want good customer service and a job well done. Carpet cleaners will come and go as you guys know. But there is plenty of commercial work to go around as well as upper class residential. We are still alive and making it through with our repeat customers and their word of mouth. I picked up most of my hotels from the chem dry that is on it’s way out. I was told they just didn’t do a good job, wouldn’t show up, etc… That will put you out in a heart beat. The phone has been slow for us the last couple of weeks but my repeats are still calling and cleaning. The commercial side of things helps with the slow times. Our slow time of year is coming up here in July. That’s where those apartments come in handy. Although the econonmy is rough right now, people will still clean and commercial accounts NEED cleaning on a regular basis.
We have raised our prices yearly. This year we have done it twice already. When we started, we did 3 rooms, no size limit for $79.99 and today we charge 3 rooms, no size limit for $145.00. I have listened to my customers. Some of them have told me that for the great work, products and service we provide, that we should charge more. We are THE name brand in carpet cleaning. You guys are still in business because you provide great service to your customers. Hang in there, pray, be positive. Look how far you guys have come, or I should say the majority of us, through all this hard economy stuff dating back to 9-11-2001. Your still making it, or at least I pray that you are and will. I pray for all of us daily. I pray for my customers as well. Hope you are all doing well. God Bless.
Jeff,
Hope to see you this weekend at the seminar.Mike Nowlin
Consider the fact that people, on average, go to there refrigerator 15 to 30 times a day. Some will go more. Every time they go, there is your business card in their face. Great way to keep our name in front of them.
Mike
Thanks Justin,
I would also explain why your asking for the e-mail and let them know you don’t sell the info or give the info out to other companies. I plan to e-mail carpet care tips on a regular basis as well. Keeps your name in front of them.
Mike
Good tip Dev. That is what makes any company thrive and grow. Some times it’s hard to please people and go that extra mile but regardless of whether they are mean or nice, your excellent customer service skills will leave a great impression even if you think it did not. I receive a great deal of referrals from customers that I believed to be the spawn of Satan. Some of them are real short and pissy untill about mid way through a job when they see my efforts and kindness, attentiveness. This can make a customer go from hard nosed unreadable to having you over for dinner in a heart beat. Give them the damn pickle! You will get a lot more in return.
As Dev mentions, “constantly and consistently exceed the customer’s expectations”. This will bring the “loyalty”.
Mike Nowlin
Awesome Den. In return for your generous deed. You booked a job. Way to go bro. I wouldn’t have charged either. You give and you get.
Mike
LBurk has a good description “river” of the carpet your talking about. As mentioned already. It will go away. I have customer with this “phenom” and do her carpet every 3 months. She has never complained once.
Mike
I plan on doing this very soon. I have collected customer e-mails over the last 4 years and plan on sending them e-newsletters, e-mails with coupons, specials, holidays, etc…. It’s only costing me some time and the service for the internet. I have already been e-mailing the packets I made to real-estate agents. I plan to do more or as much as I can. I can create it all on MS Word with the ad standards in mind, as well as photos and elements already provided by http://www.heavensbestads.com
Other than my packets Eric, I don’t have anything made at this time. When I do, I will send your way.Hope you are doing well,
Mike Nowlin
Great article, great exposure. Thanks for the link Baden. Doesn’t it make you feel good about our company?
😀
Mike
Rich and Grant. Man, you guys should get a trophy for those instances. I think that is hilarious. Gotta do what you gotta do you know. I’ve had some close calls but usually hold it, unwillingly. I wish I could have been a fly on the wall when the cleaning people walked in the rest room after Grant ripped it up man. 😆
Mike
That was some good stuff. Good job Gregg. Thanks for sharing Grant. Our customers are our best advertisement. I like the comment about educating the customer on pet stains. Often times, they will still have you clean it anyway because of your honesty.
Wonderful Job,
Mike NowlinI do what devlin does currently. But looking at our expenses, the math tells me to buy a washer. At the laundry mat, I get 10-12 pads (regular green pads) in one load. I load up 4 or 5 at a time, side by side. I have seen the TL-top loads–without the agitator as Sutton mentioned. I beleive these to be cheaper than front loads. If I had the money I would buy a big commercial speed queen like I use at the laundry mat. I hope more of you guys post on what works well for you.
BSutton–your employee’s wife is probably loving the idea of you buying a washer for their home. I would love working for you.
My brain is my wife. She points, I go. I get check, she gets check from me, no thinking required. Makes life easier. 😉
Mike
PS—As Rich mentioned above, may have gotten too wet and dark spots could be mold/mildew growing. Yummy.
When I have come across the “do it yourself” people, it is usually residue left over from some products they used with the rug doctor or she pulled up some stuff embedded in the padding. What I usually do: Flush the grey spots with hot water, extract and do regualr clean. You get soak with solution, the flush with hot water, then extract then do regular clean. Whatever floats you boat dude. That’s what has worked for me. Hope all is well. You can do it.
Mike Nowlin
