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Ditto!!! There was a feast of great information. There’s an interesting finding I didn’t mention…
If you number the alphabet, A Is 1 and Z is 26. If you total the letters in the word ATTITUDE, you get 100! Translation… 100% positive ATTITUDE changes everything.In the Tri-Cities, WA seminar, Pat said that when he leaves a customers home, he hands them a spot remover and says “Thanks in advance for telling others about us.”
I could say something like… I’m busy preparing for the up coming Iowa regional seminar, dealing with state owner issues, over seeing one area and running another area, and spending time with my family so they know who I am, but that would sound like an excuse. So, it’s been on my to-do list long enough. Hopefully today’s the day.
I do look a little odd at most any age.
I agree, most webpages through this company have the same guy and not updated pictures. That’s one thing on my list to do. I’m just glad to have it up and running. Check it again in a few weeks and if I haven’t updated to the good looking, charming, old guy yet, call me on it!
I haven’t got permission from Cody yet, but I’m considering (with permission) using the Heaven’s Best name in ads like this… “Heaven’s Best -Dry in 1 Hour- Carpet Cleaning”, because people love the name heaven’s best and Dry in 1 hour. In fact it’s probably the biggest connection that people have with us. My thoughts anyway.
It’s been six months, no post. Okay,
I’ve been reading this book called “Over Promise and Over Deliver.” by Rick Barrera. I’ve heard for many, many years “Under sell and over Deliver”. In this book it talked about TiVo, Best Buy, The Container Store, American Girl, and Washington Mutual dominating their field with a small portion of advertiser funds compared to the “big advertisers” in their field. By focusing on what they have/do that others don’t. The author uses ground breaking research and case studies to show how these word-of-mouth-driven successes have mastered what he calls “touch point branding”. Translation to Heaven’s Best… By focusing on what we do that others don’t. IE “Pre-vacuum including edges”, “Groom the carpet”, “Dry in one Hour” all “at no extra charge.” We all claim to clean the carpet. Directing the customer to the successful results that contribute to the wow factors of what we do, that others simply don’t do. The things that we claim to do that others do not, we must do extremely well.Or in other words, WOW the customers with “Not only do we clean your carpets, we pre vacuum, groom the carpet and have them dry within an hour.” This is what is meant to “over promise” and them to “over deliver” in these areas with a very high customer satisfaction rate. Then to have the customers tell others “they vacuum, groom and have them Dry in one Hour at no extra charge.” This becomes our signature cleaning.
Anything you would add to this list?Google: “Over Promises” by offering you anything on the web… and “Over Delivers” with an average search time of 0.2 seconds.
Hummer: “Over Promises” a vehicle that’s “like nothing else” … and “Over Delivers” with a 327 horse power engine and a design that turns heads on every street.
I’ve learned some good points from this book.I’m glad someone made a post about Google placement “Specialist”, and website “Specialist.” Being in a small town that’s not even listed on some maps, I get about 4-6 calls a month from this or that company I’ve never heard of. “With us you’ll be so successful, you’ll wonder how you ever survived with out us.” Blah, Blah, Blah! When I explain “I’m contracted with someone else”, they seem to get more aggressive. I’m no web placement specialist, but as mean as some get, I certainly would not use the mean in your face ones… What is this, the decade of website specialist? It’s like they are the new global phone book ad guys. Sorry about the rant. I don’t have an answer for you.
I apologize in advance for not responding earlier, particularly because I’m torn between several things. A new or emerging operator not only needs more work, they generally take what they can get (within reason) and focus on price with value. A well seasoned operator will put almost all the focus on quality and value. If all the focus in the beginning is on price it becomes hard to increase prices even slightly each year without feeling like you will loose the customer base. An “estimator” could attract every competitor to see how they compare to your price. The best of sales rep’s will tell only “what they want to hear.” Words like “…% customer satisfaction rate, Dry in one hour, … years experience, certified, LMCCA member… Things that build trust, relays confidence, and reliability will build and sustain your business well into the future with steady price increases. Anything less then “happy satisfied customers” will get you no where fast. The future can be summed up by… “Your reputation is only as good as your last job.” Make that your foundation for everything. It is hard to give 100% after the 12th or 14th hour in the days work. Never forget your future depends on it. In today’s internet world a bad customer comment or two will greatly effect your business and undo years of your hard work in your fight for the top spots. This determination to … exceed customer satisfaction, under sell and over serve, cleaner of the year/decade etc., has got to be in your image, your persona. Then your business will grow and attract the business you really want.
Not really part of this post, however so many operators build their business around building their own name. This isn’t a bad thing until they want to sell the business and then the realization sets in that they have a hard time selling Heaven’s Best when they’ve focused hard on building their name instead.
With 31 years in the cleaning business Feb 1st, I can say “I’m old school” but always looking to improve. My “old school” says “it’s almost always better to build the value and discount or give away an add-on than to discount the service.” It’s important to know that the discounted or give away item or service is valued by the person receiving it. I’ll never forget my friend who wanted to trade me with something that was of no value to me. It didn’t matter how hard he tried or how good of friend he was. I didn’t want what he had to trade. Just because we know the value of our spotters, they need to experience the benefit of the product. Explaining the benefit of each and giving them a choose of the three might even be better. “Pet enzyme? I don’t have any pets.” Remember what it’s like to get a new cell phone? Only use about 30-40% of the options available to you… To much stuff goes unappreciated.
For education for customer products, I would spend the money on a nice flyer that shows all products (what they’re good for) and services. Put in a sheet protector and present it to the customer when you are figuring the quote before cleaning.It helps sometimes to have a reason for the… discount/give-a-way. Because in our business this is the slowest month of the year… Because your a veteran… Because your a teacher…
Because… Because… Because… People will appreciate you and your business because you value them for…The line I love the most is “The reason so many people are switching to us is because… People love the name Heaven’s Best!, Dry in 1 hour, almost 100% customer satisfaction rate,” etc.
Don’t get me wrong, you can do what you want. Hope this helps.
Okay, to give this a flip of the coin, How has your business changed since Obama has taken office? What have you done to improve your business?
In my area, the residential cleaning has dropped during non-busy residential time and just as busy during the busiest time. (Spring and Fall) About the same or a bit lower in the summer.
Property Management has stayed the same.
Business has increased dramatically about 3 times the amount of commercial work we were doing.
Over all about a 10-15% increase.What have I done to improve my business: focus on the commercial contracts, maintaining quality, using our “Heaven’s Best Quality Control Division” and doing a $99 residential special.
What’s the observation of your area?
I mainly sell spotters, and this is how I do it. While cleaning (While they are seeing the results of our products.) I ask if they would benefit from having our spot remover. Much like Dennis, with a different twist. “The spot remover is a $35 value. While we are cleaning we only charge $20, with free refills when you have an appointment to clean. Otherwise, there is a $10 refill.”
If I’m late, which I’m glad is not very often, I will give or discount a bottle of spotter.Plush carpets most of the time. The two biggest characteristics of 100% polyester are fraying or pilling and usually doesn’t look good until it drys. Several times I was discouraged with the look and offered to come back to re-clean. When I returned I could hardly believe my eyes. It looked really good. Once I even asked who they called to re-clean it. Don’t use anything with a brush or even the BBC pad. Not even a towel cleaning is recommended unless it’s trashed. Rake (groom) gently. With polyester blends it is common to see “water marks” like paper seals. When grooming the carpet, it will change directions in narrow 2″ wide trails that have no rhyme or reason to the direction. It’s not uncommon to go under a bed or some lightly used area. At first I thought it was a defect caused by over stretching the backing. I’ve cleaned them since the early 80’s. The first sign is a fussy carpet. I think they first came out in the 70’s.
“broom”… Sutton, the last broom I had, went out the door with my customer riding it… Wasn’t even Halloween.
I love using the pile brush and FAE. I wouldn’t use the pile brush on polyester though.The Edward Jones accounts are still in affect. Mike Sollman in Portland Oregon reminded me this account. He just looks in the phone book, calls each Edward Jones office that he doesn’t already do, ask them “Have you had your annual carpet cleaning paid for by corporate yet?” The answer is usually ‘what are you talking about?” It is in your corporate contract that your corporate office will pay for one annual cleaning. Have you done that yet? In an hour and and 15 minutes he booked 7 new locations. Each location is a $100 minimum. Then he seeks the residential job at the receptionist home… If you’re in an area with several offices, it would be well worth the time. P.S. Book and clean the job so that their corporate has the bill before the end of the year. Mike said he had a check within 7-10 days of the job.
