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In dealing with a customer is one thing, but in dealing with a restaurant manager I wouldn’t let this slide.
Providing you never care if you work with this manager again, and I wouldn’t blame you. I would write a letter to the corp office “To whom it may concern;” and explain the entire situation. Manager __________lied about it being wax (not really being wax) many extra hours and products, night after night, trying to make the best of the situation and to clean up the mess created by the non wax, dried gum like substance. Working earnestly to restore the atmosphere and appearance pleasing to the public… Upon completion, manager _______ said “never looked better…” and cook ___________ said it “looked so much better…” Your manager _____ after lying to me, went on to say it was my fault for… Is this the way your company does business? I want to hear your response concerning your close minded, mean spirited, anger provoking, unprofessional, manager _________. If I hear nothing from you, I’ll make it my business to let every person I know … Please understand, I have employees I need to pay. I have built my franchise business over the last 10 years with a reputation of outstanding service and quality work. I would appreciate a quick response. Sincerely, Don Douglas Larsen, Heaven’s Best owner.This a first draft start of the letter I would send. As upper management or owner, I would appreciate knowing who I had as a manager, in how he conducts MY business and what the public thought of him.
I use FAE 90-95% of the time. In my experience, when you process procedures correctly, you actually save time, product, and have better results. Please forgive the small town talk. I live in a 13k area, 24k in my county. I have had in this small area as much as eleven competitors. (Great area to live and work in) I consistently do 50-55k annually. (plus state owner responsibilities) Without FAE and the use of the towel cleaning, I know I would not have this success. Better results lead to better word of mouth, better jobs, and more of them!
What were really talking about here, is “raising the level of Customer Satisfaction!” Desire, FAE, towel cleaning, and Fabric Protector are four major, major contributors.Sorry guys, I just find it easier to figure things in terms at an annual level. (TAXES) I many times will do a monthly profit & lost statement for my business. This is done by totaling my monthly deposits and minis my total pay outs. Two to five minutes with your business check book should do it! And yes, it is nice to know where your monthly break even figure is. January and February in the cold climate can be discouraging as well a July and August in the hot county. That’s why I like the annual figures.
Sorry for not responding sooner.
One most used is the total volume of cleaning in one year.
An accountant gave me what she thought was a rule of thumb for this industry.
A) is the total annual volume.
B) is the total profit for the business reported for taxes last year, times two.
C) is the total of A+B, divide by 2, add the cost of existing supplies and the fair market price of the equipment and van to get to total worth of the business.
Don, you’re a great man! Say hi to Bubba next time for me and tell him thanks! It will drive him nuts for months trying to figure out why you thanked him. Keep up the good work!
Sorry for the delay in responding, this month has been crazy busy.
Randy, what determines 1st – 5th place? Good letter, thanks for that!
I’m thinking on doing what I did last time, reimbursing each operator (1 per area) 2 nights stay at the motel who reserves in advance and attends. Last time it was between $80-100.00 each area, and $50 cash for 1) random pick from the evaluation cards. (The first pick was not in attendance, so I chose a second pick. (Sutton, the lucky dog!) I only had about 60% of my operators in attendance. I had no complaints from attendees. A lot of wow from them instead!
Sadly, He moved his business to Boise, ID. He recommended radio. I talked with the radio rep he recommended. She’s pretty smart and cute too! She recommended we run the ad during a morning sports update and during a national sports program like the NBA games. It would be a lot cheaper. I’m really after results. We have two really good responses from internet backed newspaper ads. Time will tell. Spent about $1500.
Violet,
I find the best way to prevent staining is two things.
1. Wash Pads & Towels nightly while still moist.
2. Use some color-fast bleach in the load.Both of these help a lot.
I agree. The pad is very cheap compared to the price of the carpet and/or installation, not to mention the TIME & EFFORT to remove everything and move it back. As far as saying something, I’d pass. Dumb people make dump mistakes, it’s their choice and they already made it.
In reading their web site, it seems like a new company. It sounds like Soft & Dry. I wounder if they have attempted to trademark the new name yet. They didn’t seem proud enough of their logo to display their van in the picture. Everything has the feel of a new start up. And, no I’ve never heard of them before.
After thinking on this a while, I think it works well for “spontaneous moment” food places. Maybe it’s carpet cleaners time to pass out door hangers (without the goofy hat) in selected areas… That way the flier will be in the home to look at.
To all Heavens Best operators. I have been in the cleaning business for over 29 years now. I have owned my own truck mount steam cleaner, I was operator/manager of a chem-dry for over two years, and now with Heaven’s Best for 19 years. With that introduction, this is my message.
When I owned a truck mount, there were people who only wanted low-moisture cleaners just as much as people want the steamer. It’s like Ford or Chevy. Some are dry hard either way. Most of the time when people ask me if I’m steam cleaner I say “I do the low moisture cleaning process, it’s dry in an hour”. “What’s the difference?” We professionally clean your carpets, use 8-10% of the moisture than a steam cleaner, and we have a 99.3% satisfaction rate!” Usually they will schedule. If while I’m cleaning I can’t please them for nothing, I’ll walk away. I very very seldom walk.
When you are confident in yourself and the low-moisture cleaning, most of the time you get the job. As I said some are Chevy fans, some are not. Most everything in life has It’s frustrating moments. Keeping positive is the best way to deal with all of life’s challenges. Just today my grandson came home from the hospital from battling pneumonia for three days and two nights. He’s 15 months old and doing much better. Keeping positive helped even in this situation. We have a great system! There’s many reasons I’m no longer a steamer.Eric,
Looks great! I hesitate in trying to improve something that is great already. If it was mine, I would change #1 to Brand X or X, and #2 to Brand Y or Y. Other than that, I think it’s great!I would love to take a cruse through the crib for an international seminar. Draw backs are … 1. everyone will need a passport 2. some get sea sick easy 3.it then becomes a seven to ten day event. 4.Baby sitting for some 5.Seeing staff in a swim suit…yea.
But really, I’m for it if Cody and the majority of us can go.
