The most important aspect
to being a successful service company is a positive, can-do attitude. With
the recession that all of us have faced, this has never been more
The most important
aspect to being a successful service company is a positive, can-do
attitude. With the recession that all of us have faced, this has never
been more important. The doom and gloom is all around us, everyday, from what
we hear on the radio and television to conversations that we have with our
clients, family, friends etc. It can be very difficult to be inspired to run
your business in a profitable way when the negativity surrounds us.
The past few years
have brought various forms of advice for small business owners. Cut back on
spending: this could mean eliminating your monthly or quarterly newsletters to
your existing clients, taking those certification classes required to become an
IICRC Journeyman Textile Cleaner or Master Textile Cleaner, purchasing quality
products from your distributor, maintaining your van, etc.
It can be very
tempting to implement drastic changes such as these in order to survive these
tough economic times. However, these types of changes will damage your
credibility with your clients and hurt your profitability.
You must maintain
regular contact with your clients in order to build a relationship with them as
well as inspire loyalty. Your clients will notice if your follow-up marketing
with them slows down or stops. They will also notice if you aren’t as pleasant
as you were on other visits, weren’t as detailed in your cleaning process,
didn’t maintain your appearance as you did before, as well as your vans, didn’t
get that bottle of spot cleaner with your company logo on it. You get the
people and companies are fun and inspiring to be around. Never complain
about tough economic times to your clients; they listen to the news and are
probably going through their own tough times like most people. Have an aura of
success about your entire business structure. That is uplifting and you
will be a welcome guest in your client’s home.
Help your clients out
by maintaining their textiles as opposed to replacing them. Help them out
by being as flexible as you can be as to an appointment. Ask your client
which rooms need to be put into use first and speed-dry those. Our mission to
our clients should be that “we are the very best service company that you use,” the
most professional and worry-free for their hectic lives. They never have
to worry if their service experience will be the best, they already know it due
to the relationship and trust that has been built. They know that you
will stay in touch with regular informative newsletters, will send them a
reminder card when it is time for their next visit, will leave them shoe covers
after every visit, a bottle of spot cleaner, and a heavy-duty magnet that goes
on their refrigerator. They also know that if there is a re-occurring spot or
any issue as to the cleaning visit, it will be taken care of immediately.
We are in a great
industry that needs to be represented to the highest levels by all of us.
Stay informed, educated, take certification classes, join trade associations,
and attend chapter meetings, network with other successful business owners and
observe what works for them.
Your clients are your
cheerleaders; they like you and want you to succeed. Be the very best
service company, with the best attitude, and most pleasant, that they work
with. Always stay in touch regularly with your follow up system. Clients
may be waiting longer in between visits these days, but when they have a need,
they know where to find you; they know you are in demand because you are the
best, and when you arrive at their home, the experience is always the same… the