Articles by Lee Pemberton

Find and Embrace a Just Cause

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

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

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?

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

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

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

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?

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

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

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

For this month's podcast, John Braun is joined by a special guest - Doyle Bloss, HydraMaster Marketing/Brand Manager - for an in-depth discussion on what it takes to really make a profit in the cleaning industry. Braun and Bloss crunch the numbers, offer advice and explain how to find the potential in your market in this special extended episode of The Hitman Advertising Show.
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ICS Cleaning Specialist Magazine

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2014 October

The October issue of ICS features stories on the 2015 ICE Expo, differentiation, deodorizing, upholstery cleaning, facebook advertising, up-selling, rug cleaning, the rug tour, and cool products.

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Janitorial Work

In addition to residential and commercial carpet cleaning, do you do any janitorial work on the side?
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THE ICS STORE

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The Carpet Cleaner's Book of Unlimited Success! (ebook)

Don’t worry about the recession or about your competition.  Now you can be the owner of over 400 ways for carpet cleaning professionals to make more money and get more jobs!

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ICS DIRECTORY AND BUYING GUIDE

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

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STAY CONNECTED

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TRUCKMOUNT EQUIPMENT AND ACCESSORIES GUIDE

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

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