Cleaning & Restoration Association News

The Training Corner: Technology & Training for the Cleaning Professional

December 11, 2001
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Computer technology is the secret weapon of the cleaning professional. The timesaving value and the customer communication value are enormous. It can improve the consumers' perception of your technicians.

Now is the time to make your job easier by using all the benefits of the most powerful business equalizer that has ever existed -- computer technology.

Breakthroughs and new happenings in computer technology occur daily, but be aware that this can be a two-edged sword, cutting positively and negatively. The effectiveness of computer technology in your company will reach only as far as the effectiveness of your attitudes and company strategies.

If all things would be equal, the business with the best technology should win. But having the finest new technology won't help you much without having the best attitudes and strategies in place already.

During the early years of computer development, the shining accomplishments were in numbers crunching. Today, the developments are overwhelmingly in the area of . . .

Communication Technology
Cell phones, laptop computers, digital messaging pagers, answering devices, caller ID, and forwarding services give the cleaning professional a level of connectivity that allows you to be anywhere and immediately available.

Special Note: The better you are technologically connected and the more you are available, the better you can run your business and serve your customers. In fact, the prime beneficiaries of all of this should always be your customers.


Like it or not, your employee provides guidance to your customer. This will happen whether or not you provide the employee with information that will be helpful to your customers. And, you and your company are judged on whatever type of communication occurs.

Solution
Take advantage of affordable computer training opportunities through the use of computers, especially a laptop configuration. In addition, you can provide a virtual library of answers as "Frequently Asked Questions," referred to as "FAQs," and have these readily available to your technician on the job. You can have almost unlimited informational resources at the technician's fingertips. Whether it is a spotting problem or a request for the best type of vacuum or carpet, it is easily available on the laptop, giving you control of the information flow.

Instead of spending sizeable amount of money to send a new technician to a certification level training class only to have the technician leave several months later, invest in an affordable laptop computer as your information resource center. Provide it to the technician. You now have a cost effective in-house training program using the same laptop with one of the computer based (CBT) training programs currently available at very affordable prices.

You would also be able to capitalize on the power of "database marketing" by having your technician collect the usual information needed (room size, carpet style, furnishings such as drapery & furniture) along with personal data worth its weight in gold as far as building relationships. Such things as family birthdays, hobbies, names of other family members, as well as other significant personal information. (Never has this been more important than now!)

Don't Let Technology Overwhelm You
Technology definitely can help you run your business better and more profitably, but it doesn't do the job for you. Put everything into perspective. Get your house in order. Make sure that your business radiates the very best attitude and that you have your strategies well thought out.

You wouldn't try to run your business without a telephone. Today communication has become the primary role of computers, and it's time to use their powers more effectively in your business.

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