Forum Replies Created
-
Posts
-
Listen to what the customer is expecting from your work. Lower that expectation just a bit, then make the end results higher than what the customer is expecting.
I would agree with Mr Sutton. A return trip to Vegas sounds very lucky…. I mean fortunate…… ah…. fun!…. ah…. how about educational?
Hey there TIm:
Yes I have raised my prices. I raised them last November and will do so again February 1.
Loren:
I’m sorry to hear that you had problems with these folks. I have done 3 jobs with them and got paid in 45 days on each occasion. I must admit that the hoops one has to go thru to process the paperwork is a bit over the top. I gave them what they asked for plus photo’s. (or more info than they ask for). They paid for mileage and any extra’s I needed.
Would I clean for them again?…. probably not due to the hassle of paperwork. I was easy work tho…
Gordon:
I’m sure that there are carpet cleaners out there that are not ethical, honest or even very good at what they do. Those folks usually don’t last very long anyways and due to their own doing. However there are many, many operators/carpet cleaners that are very honest, wonderful, ethical people. Just like you. They have very clean looking vans, uniformed personel, and very well taken care of machinery but the one thing they don’t have is our cleaning solution. (I’ll expand here)
I’m not saying do away with coupons, or discounts, or what-have-you. I’m suggesting that maybe a little more emphasis should be given to a subject matter that makes us totally and completely different from brand X, and am opening up this suggestion for people to shoot at. (as long as they don’t kill me in the process….)
If all things are equal what makes us just that much better than the other guy? Again… Dare I say our cleaning solution? And, if so… why not give this point more definition in our advertising?
I have a question that I wish to ask the masses of those who gander at this informational website:
Why is it that thru out all the advertising I’ve ever come accross no one says anything about our “exclusive” cleaning solution?
I have seen all kinds of written ads talking about the mechanics of how we complete our work. Seen video’s, heard radio spots, all showing how we are so called “different” then everyone else.
What is the one thing that makes us totally different from the masses? Dare I say our cleaning solution?
I would even direct this question towards our corp office as I have seen nothing different emminating from that advertising source.
Basically we(carpet cleaning companies), are simular. Some of our competitors use HWE (which as we all know is very different from our process). Some of our franchises have competitors who use very simular mechanics in their cleaning process. They all use a cleaning product to clean the carpet. None of them use Heaven’s Best. (or shouldn’t be anyways) I have personally witnessed over the years how much better our “101” solution out cleans everything I’ve ever come accross. Why are we not focusing on this rather than trying to make ourselves equal to all the other guys in the phone book?
Virtually all cleaning companies use ad’s that in some way give the customer discounts, percentages off the “normal” pricing. WE are much better than the other guy (we actually get those spots out left by the other guy) Why lower myself to their standards. Consequently I’m worth the higher price over the other guy, right? (only if I focus on “our” cleaning solution over the other guy’s)
Course, if your as good looking as Sutton or Ferris you have no competition….
Matt:
I have given stamped evaluation cards out on every job. I ask the customers to please take the time to send these in as the president of our company likes to know first hand how his franchises are doing.
Eventually I recieve these cards back and use the information to “tweek” whatever needs to be “tweeked”. If there is a problem it can be handled swiftly and I continue on. (Note: Each customer is asked before leaving if there are any concerns or issues that need addressing, and are they totally satisfied with the service.) If there is praise it humbles me and I continue on.
It is simular to we as franchise owners filling out that franchise 50 survey every year. It is one of several tools that can be used to gauge how a company or in our personal case our franchise is proceding.
There are those folks who will say words to another person and not to your face. This evaluation card presents an opportunity for these folks to vent or praise as they see fit.
I’m not exactly sure who all reads these cards back at corp headquarters. My guess is a few. There are occasions when Linda will call or email me to let me know of referral information written on a card when they had received it. I’ll get the card later when a HB shippment comes in.
The cards are a resource/tool that can be used for your benefit. I’ve kept all of the ones I have recieved over these past 5 plus years. I have them in a large “picture” type album. A while back the owner of a pretty fancy hotel in my area asked me who I was and what was I all about. I said nothing and handed her the albums containing over 1000 cards. Those cards spoke volumes. She didn’t read them all of course but got the jist of it pretty soon. It’s an very nice account and she’s a very nice lady.
check out http://www.hoteldonaldson.com.I wish you all well…
Rick:
I’m not for certain if a BBC pad will fit under this drive plate, and again, that 2inch long bristled drive plate is (in my opinion) rather suited for specific purposes and not a general cleaning sort of thing. My guess would be that the BBC pad is too large for this drive plate. The question I would ask Steiner would be that since the manufacturer can make these wooden drive plate with many options, can they make a little bit widder one?
The job you were on sounds like a reclaimation type job to me….
Rick:
The wooden dirtknapper with a 90 degree regular bristle(1 1/2″ long) is what I use for general cleaning on all carpets. I have one with regular bristles and set at a 45 degree which I use on those tough black lines around base boards. The bristles get into those areas while the wooden base of the plate keeps distance from those base boards. When I come accross very matted down carpet whatever the type I use the 2 inch (very stiff) bristles that get down into the fibers of the carpet and pull them back up. I am careful with this one tho as it can really pull out fibers if your not watching. This later brush plate will really pull up those matted down berbers.
It was sure great to see the both of you for the last seminar!!!
HB has a dirt knapper drive plate for the Nobles. The current standard issue (Plastic) can work but it’s effectivness is rather debatable. You can order a wood one that (in my opinion) works very well and does fit the Nobles just fine. This wooden brush plate is a made to order type of thing I think. Not many on hand at the corp office. The bristles can be placed in the plate at various angles depending on preference and type of work you want it to do. Bristle type and length is also a variable upon order.
I have 5 of these (wood) dirtknapper brush plates. Two of them have 2 inch bristles that are very agressive. Another has 1 1/2 bristles set in at a 45 degree angle with regular style of bristles, and a couple of other plates have the 1 1/2 bristles set at a 90 degree.I admit that the wooden plates will after time start to loose bits/chips of wood but I can live with that as again, I think they work better.
I suggest you check with John Steiner on this one or maybe even Adam’s department.
Hope this helps…..
Brian:
The visual picture of Ferris dropping his pants is a little more information than I get comprehend at this moment….. 🙄
Went to an all girls college home one time to give an estimate on carpet cleaning. The main floor was all wood so after visiting a bit with the head residence followed her up the steps to the second floor. I was aware that I was being watched by 7 young college female types and was getting a bit nervous. I was at the top of the steps looking down a hallway when the door opened at the other end of the hallway and out step this very scantly clad young lady from a bathroom. She made no attempt to cover herself. In a “micro” second my eyes took in the scene and went directly to the floor. (I am a God fearing man ) I stooped over to get an even better look at the floor to see any possible stains. I was commenting outloud that the floor looked pretty good considering the ammount of wear. A stain here. A stain there…. and then realized I was looking at a wood floor….. Crap!… no carpet. Now what do I do…. Do I dare look up yet? Finally, had the courage to look up from the floor and saw that the young person had left and the head resident was giggling at me. I turned all shades of red….. but still got the job.
