Lee Pemberton

Lee Pemberton is an internationally recognized speaker and seminar leader on technical and marketing topics that concern the cleaning and restoration industry. He has more than 35 years of experience as owner/operator of successful cleaning businesses, and is CEO and owner of Pemberton & Associates, a highly respected McKeesport, PA-based distributor of cleaning supplies and equipment.

ARTICLES

Find and Embrace a Just Cause

By Lee Pemberton
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What does your company stand for? If it’s largely to make more big-time money and pay yourself an outrageous salary and perks, don’t count on employees, let alone your customers and prospects, to believe in you.
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The Power of Words

By Lee Pemberton
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At the end of World War II, the Allied Powers sent a message to the Japanese demanding surrender. The Japanese responded with the word “mokusatsu,” which translates as either “to ignore” or “to withhold comment.”
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Training Technicians to Please Your Customers

By Lee Pemberton
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Virtually all technician training, at the company level as well as the certification level, is focused on what we view to be the most common problem in residential carpet cleaning: emergency spot and spill help.
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Is Training Always the Answer?

By Lee Pemberton
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When a cleaning business finds itself facing problems, someone inevitably promotes training as the ideal solution. Perhaps it is, but before zeroing in on this as your salvation, slow down and examine your specific problem very carefully.
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Learning How We Learn

By Lee Pemberton
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Much of your training efforts’ lack of success occurs for the very same reason.It boils down to communication failures. People will not believe what they cannot understand; if they do not understand the lessons, they will not learn them.
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Customer Service is Only Perception

By Lee Pemberton
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Peoples’ perceptions are their realities. Regardless of past efforts and intentions, today’s consumers recognize only what they feel, and if your good intentions and accompanying actions don’t give them the feeling that you care and are providing excellent service, they won’t be happy.
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Wish You May, Wish You Might

By Lee Pemberton
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I have come to the conclusion, after years of confusing and often disappointing results, that training is much more complex than I ever realized.
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Are You an Information Addict?

By Lee Pemberton
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I have discovered, after years of training and consulting with small businesses specializing in providing professional cleaning services, that a sizeable segment of what I refer to as "information addicts" exists in the industry. They are obsessed with gathering technical, marketing and/or motivational information.
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The Training Corner: Your Customer. After 9/11

By Lee Pemberton
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Enhanced, unreasoning fears have become the norm - along with greatly diminished trust of anybody or anything unknown, unfamiliar or new. A trend that has been growing steadily for the last 20 years has accelerated into a tidal wave.

It's called "cocooning."

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The Training Corner: Post Disaster Training Alert

By Lee Pemberton
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Sept. 11 affected us more deeply than we may have thought at first in our industry. But we can overcome.
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Multimedia

Videos

Image Galleries

The 2014 Experience Conference and Exhibition

A look in photos at the 2014 Experience Conference and Exhibition, which was held from April 24-26 at the Embassy Suites Convention Center and Spa in Frisco, Texas.

Podcasts

Have a limited marketing budget but realize the importance of neighborhood marketing? Try doorknob hangers, a low-cost, yet highly effective way to drum up more business. In this episode, John Braun discusses the value of this tactic as well as what you should include on the materials you're hanging.
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ICS Cleaning Specialist Magazine

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2014 September

The September issue of ICS features stories on moisture detection, disinfectant services, neighborhood marketing, then we discuss the last level of being phenomenal, and cool products.

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Social Media

Social media is a good way to regularly keep in touch and interact with current clients and reach potential ones. What social mediums do you use in your cleaning/restoration business?
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THE ICS STORE

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Get Paid! (ebook)
Over 30 authors – over 40 articles…from attorneys, contractors, consultants, instructors and others, both inside and outside the restoration industry. R & R, C & R and Cleanfax, opened their archives and gave us the best they had, other chapters were created just for the “Get Paid!” book and its readers. And every one of them has ideas for how to get paid what you are owed.

More Products

ICS DIRECTORY AND BUYING GUIDE

Director_Buyer.jpgThe premier resource and reference guide for the cleaning and restoration industries.

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TRUCKMOUNT EQUIPMENT AND ACCESSORIES GUIDE

Truckmount.jpgEquipment listings and specifications from the leading industry manufacturers.

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