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StartYourOwnCarpetCleaningBusinessTheSuze&EvMethod©
ByS.Arthur&E.LandAllRightsReserved/2008-2020/PixelInk
start-cleaning-business.com
ContactUs
TableOfContents
Introduction
StepsinCarpetCleaning
GetOrganized
YourMission(Shouldyouchoosetotakeit)
WritingaBusinessPlan
SetYourRatesandCommunicate
Well-IntentionedFriends
It'sBusinessTime
EntrepreneurialIntelligenceAgency
Branding,MarketingandSelling
ExpandYourService
DisasterCleanUp
HiringEmployees
KeepingCustomersHappy
MemberResources
TheRequisiteDisclaimer
TheSuzeandEvMethodforStartingaCarpetCleaningBusiness
Introduction
Actionistherealmeasureofintelligence.--NapoleonHill
Welcome!Thankyouforpurchasingourbusinessmethod.You'reseriousabouttakingthereignsofyourlifeanddesigningasuccessfulcareerasaprofessionalcarpetcleaningbusinessowner.Weadmireyourdetermination<highfivesallaround>,andwe'repleasedtobeabletohelpyougetstarted.
Asyoumayknow,theprofessionalcarpetcleaningservicebusinessisbooming.Onereasonisthatcleancarpetsaresimplynotaluxury,theyareanecessity.Concernsaboutdamagetothecarpetfibersfromsandanddirtparticles,dangerouscontaminants,chemicalsandbacteriatrackedindoorsfromapollutedenvironmentarejustafewofthereasonsthatbusinessownersandhomeownersalikecannotaffordtogowithoutregular,qualitycleaning.Highqualitycarpetisanexpensiveinvestmentwhichaccountsforalargeportionofanybusiness'orhomeowners'budget.Theyarekeenlyawarethatregularcleaningandmaintenancehelpskeepcarpetfibershealthyandattractive,enablingthemtorestassuredthattheyarelivingandworkinginacleanandhealthyenvironment.Thesearethefolkswhoneedreputable,dependableservicesliketheoneyouareabouttostart.
Eversinceancientcliffdwellersfirstsplatteredyakbloodontheirsheepskinrugs,peoplehavebeeninneedofreliablecarpetcleaners.Deliveringgreatserviceisn'tthatdifficulttodo,asyouwilldiscoverinthesepages.However,itdoestakeresourcefulness,apositiveattitude,andanunswervingdedicationtocustomersatisfaction.
Ofcourse,youdon'tneedtoreadthefollowingchaptersinanyparticularorder.Clickdirectlytothepagesthatinterestyoumost.You'llfindstacksofusefulinformationherethatwillenableyougetstartedquickly,particularly
ifyoutakeadvantageoftheresourcesandtoolswe'vemadeavailableforpromembersonourWebsite.ThroughoutthiseBookyou'llnoticefrequentreminderstogotowww.proclean4u/carpet.We'reexcitedaboutbeingabletokeepyouupdatedthroughthepromembers'blog,sopleasecheckitout.Also,pleasecheckthatouremailupdatesaren'tgettingcaughtinthespamfilterinyouremailprogram.
Bestwishesforahealthynewrevenuestreamthroughyourprofessionalcarpetcleaningbusiness.Afterall,asWoodyAllenobserved,"moneyisbetterthanpoverty,ifonlyforfinancialreasons."
SuzeandEv
StepsinCarpetCleaning
Anyjobworthdoingisworthdoingwell.--Somebody'sgrandpa
Inthischapter:
• Descriptionofdifferentcleaningmethods• Generalstepsincarpetcleaning
Anentrepreneurstrivingtoearnasolidreputationneedssatisfiedcustomers.Yoursuccessdependsonyourcompetency.Here'showtodothedirtyworkofcarpetcleaning.Therearetwobasicwaystogetthejobdone:steamcleaninganddrycleaning.Differentchemicalsandequipmentareusedwitheachmethod.Dependingonthetypeofcleaningmethodyouchoosetooffer,youwillneedtheappropriatesuppliesandmachinery.Formoredetaileddescriptionsofthefollowingmethodsandtheequipmentusedforeach,pleasegotothemembers'area.Inaddition,wewillkeepyouupdatedonnewhigh-techmethodsastheyaredeveloped.
Steamcleaning
Steamcleaningisalsoknownasthehotwaterextractionmethod.Thismethodishighlyeffectiveincleaningcarpetsthoroughlydowntothebase.Ahotwaterbasedcleaningsolutionisforceddownintothecarpetwithhighpressure,thensuckedbackoutofthecarpetintoaholdingtankalongwithembeddeddirt,bacteria,pollens,andchemicals.Sincethemajorityofdirtincarpetsiswatersoluble,thisisthepreferredmethodofmanyprofessionalcleaners.Thetrickistonotoverlywetthecarpets,andtousehighquality,professionalequipment.Withapowerfulmachineingoodworkingorder,carpetsshoulddryquickly,usuallyunderanhour,duetothemachine'sabilitytosuckmostofthewateroutalongwiththedirt.Maintainyourequipmentproperly,becausethequalityofyourworkdependsonit.
Therearetwosystemsforsteamcleaning,theportableunitandthetruckmountedsystem.Herearesomeoftheprosandconsofeachmethod:
• PortableExtraction
• Advantages:Thissmallmachine'sgreatestadvantageisprobablyitsaffordablecost,especiallyforastart-upbudget.Youmaychoosetostartwithaportableunitandworkuptoatruckmountedsystem.Duetoitssize,portablesystemsareconvenientandeasytohandle.Youcancleanasyougo,withoutdraggingthehosebehindyou.Theseunitsusehottapwaterandplugintotheelectricitysourceofthehouseorofficebuilding.
• Disadvantages:Duetoitssize,itmaynotcleanaseffectivelyasatruckmountedextractionsystem.Inaddition,humidityanddirtyairfromtheunitrecirculatesthroughtheairinsidethehouseorofficebuilding,insteadofbeingventedoutside.
• TruckMountedExtraction
• Advantages:Thisisalargecleaningmachinewhichstaysmountedontoatruckorinsideavan,andthehoseandfloortoolarebroughtintothehouse.Morepowerfulthantheportableunitandcapableofamuchmorethoroughcleaning.Inaddition,thewatercanbeheatedtoahighertemperaturethantapwater,andinjecteddeepintothecarpetpileatafastervelocitythanispossiblewithaportableunit.Humidityanddirtyairisventedoutside,notinsidethebuilding.
• Disadvantages:Thehosegetsdraggedaroundthehouseorofficebehindyouasyouclean.Thiscouldincreasetheriskofbreakageordamagetoproperty.
DryCleaning
Somepeoplemaypreferthismethodoverusingwater,whichcanleavecarpetsvulnerabletomildewandmoldifnotproperlydried.Whileit'struethatso-called'drycleaning'isdryerthansteamcleaning,mostofthesemethodsdouseasmallamountofwater.Forthefollowingmethods,cleaningchemicalsareappliedeitherbysprinklingorsprayingthemon,thenvacuumingthemuporworkingthemintothecarpetwithamachine.Besureyouareawareofthemanufacturer'srecommendationfortheparticulartypeofcarpetyou'recleaning.Somematerialsshouldnotbedrycleaned,becausethecleaningsolventswillswellordamagethefibers.
Herearethreetypesofdrycleaning:
• Spinningbonnet
• Chemicalsolutionisapplied,thenthecarpetisagitatedbyarotaryoroscillatingbrushwithanabsorbentpad.Alargebonnetonahandheldmachinespinsfromsidetoside,absorbingthecleaningchemicalsalongwiththedirt.Afterthepadissaturatedwithdirt,itisreplacedwithanewpad.Carbonatedwaterissometimesused,asitsupposedlylowersthepHofthesolutionandactsasabettersoilsuspender.Althoughthismethoddoesn'tcleanthecarpetdowntothebase,itdoeshavetheadvantageofdryingfairlyquickly.However,itcanleavedistinctswirlmarksinthecarpetanddistortthecarpetfibers.
• Dryfoam
• Afoamychemicalcleaningsolutionisapplied,allowedtodry(thisdryingperiodisreferredtoas'dwelltime'),thenvacuumedupalongwiththedirt.
• Drycompound
• Amixtureofdetergent,solvent,andwaterinanabsorbentcarrierresemblingtalcumpowderissprinkledoverthecarpet.
Themixtureisagitatedbyamachinethatworksitintothecarpet,thenlefttodryandvacuumedupwiththedirt.
Regardlessofthetypeofcleaningmethodyouuse,allcleaningsshouldincludethefollowingsteps:
Pre-Inspection
• Doawalk-throughwithyourclienttovisuallyinspectthecarpet• Evaluatethecarpetfiberanditscondition,andpointoutpotentiallypermanentstains.Aworndowncarpetmayseemdirtywhenitisn't.Hallwayswithheavyfoottrafficoftendevelopwearpatternsandscratchesinthecarpetfibersthatcleaningwillnotrestore.
• Giveyourclientasummarydescriptionofexpectedresults.
FurnitureMoving
• Yourcleaningfeeshouldincludemovingsofas,chairs,tablesandsmalleritemssuchaslamps.Leavebeds,dressers,andheavierpiecesinplace.Youmaychoosetomoveheavypieces.Ifso,re-calculateyourfee.
Pre-Vacuum
• Removedrysoil,grit,andsolidswithathoroughvacuuming.
Preconditioning
• Injectahotpre-conditionertolooseninsolubledirtandoilsthatvacuumcleanerscannotremove
• Preconditioningthecarpetallowsforalongertimetoemulsifythesoilsinthecarpet.
Pre-Spot
• Difficultspotsfromsubstancessuchascrayons,grass,andrustarepre-treatedwithspecialsolutionstoincreasechancesofremoval.
Neutralizer
• UseapHbalancedsolution,soyoudon'treceivecomplaintsfromcustomerswhoaredissatisfiedwiththestickyresidueleftbehind.Whenyoucompleteyourjob,thecarpetshouldbesoftandsmellfresh.
PostSpot
• Anyspotsorstainsstillremainingwillgetextratreatmentwithspecialtyspottingsolutions.
FinalFinishing
• Useaprofessionalgroomer,orraker,togetthecarpet'spiletostandstraightup.Groomingalsohelpsthecarpetdryfasterandintherightposition.
PostCleaningInspection
• Walkthroughwithyourclienttopointoutthecleaningresultstomakesurethatheorsheisthoroughlysatisfiedwiththejob.
KeyConcepts:
• Methodsofcarpetcleaning• Stepsincarpetcleaning
GetOrganized
Iamdefinitelygoingtotakeacourseontimemanagement...justassoonasIcanworkitintomyschedule.
--LouisE.Boone
Inthischapter:
• Timemanagementskillsandthemasterschedule
• Suggestionsfordaily,weekly,monthlyandannualchecklists
• Beingwell-organizedhelpsminimizestressandfreesupyourtime.Yourclientswillbenefitandyourbusinesswillboom.
TimeManagementSkillsRock
Startingacarpetcleaningenterprisecaneatupmoretimethanyouanticipate.Therefore,ithelpstomakeaplanforefficienttimemanagement.Gettingascheduledownonpaperoronyourcomputerhelpstounclutteryourmind,andalsohelpsyouvisualizethetimeeachactivitywilltake.Thisisespeciallyimportantifyouarenewtoself-employmentandareaccustomedtohavingyourdaysstructuredbyyourjob.
Herearethreesuggestionsforcreatinghealthytimemanagementhabits,bycreatingamasterschedule,dependingonadatebookordigitalcalendar,andmakingadailychecklist.
• Createamasterscheduleof'fixed'activitiesforacertainblockoftime,saythreemonths.Onit,includeallyourregularactivities,suchasappointmentswithlenders,partners,orotherprofessionalassociates;businessnetworkingmeetings;appointmentstopurchaseequipment,andsoforth.Whenyoublockouttimeforthesenecessaryactivities,youcantellataglancewhentoschedulebidsandcleaningswithnewcustomers.
• Carryadatebookordigitalcalendarwithyouandbepreparedforadjustmentsinyourclients'schedules.Keepyourdatebookandphonetogether,sowhetheryou'reintheofficeorathome,you'llhavethemonhand.Thatway,ifaclienthasaquestionaboutyouravailability,youcanansweritonthespotwithouthavingtocallthemback.
• Makeadailychecklistandscheduleatimetotendtoit.Createefficientsystemsfromthestart,andyouwon'tspendneedlesstimeworryingwhethersomethingwasdoneornot,suchasrefillingthecleaningsolutionormaintainingthehotwaterextractionmachine.You'llbeabletotellbylookingatyourchecklistthatitwas--orwasn'tdone.Often,thebesttimetodealwithyourchecklistisimmediatelyafterfinishingajob.Getinthehabitofcleaningyourequipment,performingregularmaintenance,andrefillingyoursolventsandcleaningchemicalsassoonasyoufinishonejob,soyou'llbereadytogothenextday.Makeyoursystemworkforyou.
CheckitOff
Checklistsareuniquetoyourbusinessandpersonalneeds.Belowaresomeideastoconsiderwhendesigningyourdaily,weekly,monthlyandannualchecklists.
Everyday:Setprioritiesandgetimportanttasksdoneasearlyinthedayasyoucan.Spotcheckequipment.Checklevelsofcleaningproducts.Refillorreplaceasneeded.Pickuplitterfrominsidethecompanyvehicles.Makenecessarycallbacks,respondtoemailquestions,schedule
estimatesandbids.Makenoteofnextdayappointmentsandprepare,ifnecessary.
Everyweek:CheckinonyourWebsite.Ifnecessary,meetwithyourflyerdistributortogivehimanotherstackofflyers,discusslocationsfordistribution,andpayhimforlastweek'swork.Conductanoverallsuppliesandequipmentcheckforanythingyoumayhaveoverlookedonyourdailychecks.
Everymonth:Examineyourmonthlyearningsgoal,andseeifyoucanfindwaystoimproveit.Examineyourlong-termbusinessgoalsandreadjustyourdailyscheduletomakesureyouaremovingtowardachievingyourgoalseachday.Decidehowfrequentlyyouwanttoflyer,andwhere.Considermeetingwithotherself-employedpeopleorjoiningabusinessnetworkinggroup.
Quarterly(everythreemonths):Setasidemoneyfortaxes.Paytaxesifyou'resetuptopayquarterly.
Everyyear:Paytaxesifyou'resetuptopayannually.Setpersonalandprofessionalgoalsforthenewyearofbusiness.Examinethehabitsyou'vecreatedoverthepastyear,anddecidewhethertokeep,changeoreliminatethem.Findnewwaystobuildonyoursuccesses.Writedownyournewgoalsandlookoveryouroldonestoseehowfaryou'vecome.Patyourselfonthebackforajobwelldone.Takeyourvacation!
KeyConcepts:
• Efficienttimemanagementtakesalittleplanningbuthasbigpayoffs• Aregularsystemofchecklistswillhelpusheryoutowardsuccessinbusiness
• Checkthepromembers'areaforbusinesstoolsandformstohelpwithorganizationandtimemanagement.www.proclean4u.com/carpet
YourMission(shouldyouchoosetoacceptit)
Ifyoudon'tstandforsomething,youmayfallforanything.--LesBrown
Inthischapter:
• Createamissionstatementtodefinewhatyoustandfor.• Letithelpyoubuildyourbrand.• Yourmissionstatementhelpsyouclarifyyourdefinitionofsuccess.
MissionStatementAccomplished
Whetheryouintendtopursuecarpetcleaningpart-timeorfull-time,takethetimetoconsiderwhatyourdefinitionofsuccessis.Thereare,ofcourse,lotsofreasonspeoplechoosetoworkforthemselves.Oneofthemostcompellingreasonstobeyourownbossisthatitgivesyoutheultimatecreativecontroloveryourlifesothatyoucandeveloptoyourfullestpotential.Youtaketherudderintoyourhands.Youdecidewhatgivesmeaningtoyourlifeandyouplanhowtonavigatethewatersinordertogetthere.
Whyshouldyouhaveamissionstatement?TheInternalRevenueServicedoesn'tcarewhetheryouhaveone,butgoingthroughtheexerciseofcreatingonewillhelpyouclarifyyourroleasanentrepreneur.Eventually,everysmallbusinessownerpassesthroughthetell-me-again-why-I-like-doing-this-so-much? stage.Asoundmissionstatementwillhelpyoustayfocusedonyouroriginalvisionasyounegotiatethechanges.Theguidingprinciplesyoudevelopandestablishinyourmissionstatementwillhelpyoumarkettoyourclients,attracttherightemployees,anddeterminewhichgrowthopportunitiesyoushouldexplore.
• Whatwillthepurposeofyourcarpetcleaningbusinessbe?Forexample,thepurposeofyourbusinessmaybetomeetyourbasic
financialneeds,allowyoutheopportunitytodevelopyourlong-termprofessionalgoals,andprovideavenueforservingothers.
• Yourmottomaybe:Customersatisfactionisour#1goal.• Yourpurpose+yourmotto=yourmissionstatement.
Yourmissionstatementcanbederivedfromyourstatedpurposeandyourmotto,forexample:IservemycustomerstothebestofmyabilityandinsodoingImakemyselfhappyandmeetmyfinancialandprofessionalgoals.
Inthepast,fewernumbersofpeoplestartedbusinessesoftheirownbuttheirgoalstendedtobemoregrand.Theydreamedofbecomingaworld-playerinaglobalcorporategame.Thesedaysmorepeoplearebecomingtheirownbossesbuttheirgoalsseemmoreattainable,andmorerealistic.
Let'sassumeforaminutethatyouarepursuingtheadmirablegoalofstartingandrunningabigcarpetcleaningbusinesswithateamofemployees.Youhavemanyoptionstochoosefrom.Youmaychoosetobeginsmall,asweteachyoutodohere,growingyourbusinessasyoudeemitappropriate.Youmaychoosetostartoffbyhiringacrewandtakingonthepositionofmanager,inchargeofgettingyourcrewthecarpetcleaningjobs.Oryoumaychoosetoworkalongsidethecrew.
Whateveryourchoiceis,andhoweverlargeyouintendyourbusinesstogrow,werecommendthatyoucreateamissionstatementthatsupportsyourpersonaldefinitionofsuccess.Asyourbusinessevolves,youmayrefineyourstatement,orchangeit,sothatitcontinuestodescribeyourbusinessinthemostmeaningfulway. Somecompaniesrevisetheirstatementannually,likeclockwork,whichhelpsthemmeasuretheirgrowthandsuccess.Ontheotherhand,youmaydiscoverthatyou'resopreoccupiedwithyourgrowingbusinessthatrevisingyourmissionisnotfirstonyourto-dolistforquiteawhile.
• AsGeorgeCarlinputit,"Somepeopleseethingsthatareandask,Why?Somepeopledreamofthingsthatneverwereandask,Why
not?Somepeoplehavetogotoworkanddon'thavetimeforallthat."
Onceyou'vecreatedyourmissionstatement,letithelpyouwithbranddevelopment.PutitonyourWebsite,flyers,andifit'sbriefenough,considerwritingitonyourbusinesscard.
Inyourmissionstatementyoumayincludethefollowingelements:
• Whatyourclientswillultimatelygainfromyourservice• Thebenefitsofyourservice• Whatclientscanexpectfromyouregardingyourprofessionalism• Howyouexpectyourclientstotreatyou• Howwell-knownyouexpectyourcompanytobecome• YourUniqueSellingPoint,orUSP• Whatyouwantyourcompanytobecomeknownfor
• Principlesyouwillfollowinordertoachieveclientobjectives,suchasresponsetimeorethicalissues.
Keyconcepts:
• Amissionstatementhelpsyouclarifyyourcompanygoals
WritingaBusinessPlan
Alwaysplanahead.Itwasn'trainingwhenNoahbuilttheark.--RichardC.Cushing
Inthischapter:
• Componentsofabusinessplan• Writingabusinessplanhelpsyoudefineyourobjectives.
Pleasenote:Fortemplatesandfurtherinformationonformulatingandwritingabusinessplan,pleasegotothepromembers'area.Thereyouwillfindhelpfulexamplesaswellascontinuallyupdatedmaterialandideastohelpyougetstarted.www.proclean4u/carpet
Themaincomponentsofabusinessplanare:
• Executivesummary-Highlightsofyourbusiness(who,what,where,why,when,andhow)
• Companydescription-Yourlegalstructure(soleproprietor,DBA),yourplansforstartingup,theyearyoubegin
• Service-Adescriptionofyourservicewithanemphasisoncustomerbenefits
• Marketanalysis-Whoyourcustomersare,wheretheyare,andhowyouplantoreachthem
• Strategy-Specifictabledescribingresponsibilities,budgetanddates• Websiteplan-CostandimplementationstrategyfordevelopingaWebsite
• Management-Howyourbusinessisorganizedandadescriptionofthekeymanagementteam
• Financialanalysis-Profitandlossandcashflowtables
Layingthegroundworkforsuccess
Comparebuildingabusinesstobuildingahouse.Ifyou'veevertakenonamega-projectlikethat,oryouknowsomebodywhohas,youunderstandthatit'snotunusualfortheprojecttotakelongerandcostmorethanwhathadbeenbudgetedfor.Itiscommontounderestimatethefinancialrestraintsthatyournewbusinesswillimposeasyougetstarted.Andfinancialconsiderationsaren'ttheonlythingthatgetshortshriftintheplanningstage.
Manyentrepreneursdon'tanticipatethetimecommitmentthatafledglingbusinessneeds.What'smore,it'seasytobeexcitedaboutyournewbusiness,getoverly-optimisticandplanforeverythingtogoright.Positivequalitiessuchasoptimismandago-for-itattitudeareattheverycoreoftheentrepreneurialspirit.Butawell-builthouseneedsmorethananenthusiasticbuilderwiththerightequipment.Itneedsasolidfoundation.
Writingaplanislikelayingthegroundworkforyourbusiness.Youmaynotneedaformalplandesignedforsubmittingtoinvestorsortoyourbankforabusinessloan,yetevenaninformallywrittenplancanprovideyouwithabasistostartupyourbusinessonapracticalandrealisticnote.Obviously,yourplanshouldreflecttherealityofyouruniquevision.Asyoucomposeyourplan,bearinmindparticularitiessuchasthesizeofyourenterpriseandyourstartupfinancialneeds.
Awrittenbusinessplanwillfocusanddefineyourobjectives.Inaddition,itwillassistyouto:
• Buildyourbrand,targetyourcustomersandsellyourservice
• Spelloutyourstrengthsaswellasyourweaknesses,andpointtostrategiesforhandlingadversities
• Planfortheinevitabilityofchangingconditions
Longrangeplanningworksbestintheshortterm
Ratherthanmakinglong-termprojections,it'smoreproductiveandrealistictokeepfocusedonmonthlyearningsandexpenditures,atleastforthefirstyear.Thinkofyourplanasasystemforsuccess,aflexibledocumentwhichyouwillfrequentlyadjustandrefinetofittherealityasyourbusinessproceeds.
Keyconcept:
• Writingabusinessplanhelpyoufocusanddefineyourgoals• Forfurtherinformationonformulatingyourbusinessplan,pleasegotothemembers'area
SetYourRatesandCommunicate
Therearefourways,andonlyfourways,inwhichwehavecontactwiththeworld.Weareevaluatedandclassifiedbythesefourcontacts:whatwedo,howwelook,whatwesay,andhowwesayit.
--DaleCarnegie
Inthischapter:
• Theworkcontractagreement• Setyourratesright
• Communicateclearlyandeliminatepotentialproblemsfromthestart
Pleasenote:Forfurtherinformationaboutsettingcompetitiveratesandbiddingonjobs,pleasegotothepromembers'area.www.proclean4u/carpet
Historically,oneofthescariestthingsaboutself-employmenthasbeencreatingjobsecurity.Anyentrepreneurknowsthat,forallitsglories,self-employmentreallycanbealittleunsettling,becauseinsteadofworkingforjustoneotherpersonorboss,inrealityyouworkforeverybody.You'realwaysdependentonotherpeopletopayyouforyourwork.Andhumannatureisfickle.Youcan'talwayscountonpeopletofollowthroughontheirword.Somecustomerswillmakeitsoundlikethey'regoingtogiveyouloadsofwork,thenflakeoutatthelastminute.That'sjustthewayitis.Asyouestablishyourbusiness,frequentadjustmentssimplycomewiththeterritory.
Herearetwotime-testedwaystocreatemorejobsecurity:
• Setyourratescompetitively
• Communicateclearly
Getitrightfromthestart
Setyourratesappropriatelyandsticktothem.Itmightsoundlikeagoodideatoloweryourfeeswhenyouneedtheworkasyou'restartingup,butitisnot.Peoplewhocontactyoutoinquireaboutyourservicemayalsocalltwoorthreeothercarpetcleaners.Mostpeopledocomparisonshoppingtogetanideaofthestandardgoingrateinyourlocale,yetthere'smoretoitthanthecost.Whatthey'relisteningforinthatfirstcontactwithyouaresignsofconfidenceandreliability.Theywanttoknowthatyou'lldeliverexcellentprofessionalserviceinatimelyway.Theywantafairdeal,buttheyaren'tnecessarilylookingforthecheapest.
Onceyourcustomerhassignedaworkagreementcontract,youareassuredthejobisyours.Thesecustomersaresolidgold,sodoyourverybesttodeliverqualityserviceandcreatecustomersatisfaction.Ifyoucandothat,you'vealsocreatedadirectlinetofutureclients,increasingyourrevenueandstrengtheningyourbusinessincrementally.Wordofmouthisthebestadvertisingthereis,andyoucan'tbuyit.Youmustearnit.
• Bearinmindthateachpersonyouworkforhasacircleoffriendsandassociateswhowillhearaboutthequalityofyourwork.
• Onaverage,eachofyourcustomersisindirectcontactwitheightpeople,allofthempotentialcustomersofyours.
• Thosepeoplehaveeightcontactseach,andsoon.
Remember,youdon'thavetotakeallworkthatcomesyourway.Workingforyourselfimpliesacertainamountoffreedom.Youdon'thavetoburnthecandleatbothendsjustbecauseyouaresuccessfullydrummingupbusiness.Allself-employedpeoplemustlearnhowtocreateabalancebetweenworkandrestorrelaxation.Saying'no'totoomuchworkisjustas
importantassayingyestotherightamount.Onlyyoucandeterminewherethatsweetspotis.
• Toviewanddownloadcontractagreementforms,pleasegotothemembers'area.www.proclean4u/carpet
Settingyourfeesisnotanexactscience,andtheamountoftimeeachjobtakeswillvary.Thatis,sometimesyouwillencountermoreofamessinyourjobs,suchasgreasycarpetspotsthatneedalotofpretreatmentandorpostcleaning.Obviously,thosejobswilltakelongerthanusualtocomplete.Othertimesyouwillgofasterbecausethecarpetisnotinbadshape.Keeptrackofthelengthoftimeyouspendoneachjob.Thatway,you'lllearnhowfastyoucanreasonablywork.
Returnyourclients'callsandrespondtoemailimmediately
Listentoyourcustomersandrespondtothem.
• Thesurestwaytobuildbusinesssteadilyistodohighqualityworkanddelivercustomersatisfactionwitheverysinglejob.Youmaythinkthissoundslikealotofwork,andyou'reright,itcanbe.Butyoucanactuallyminimizethehardworkbydoingonething,anddoingitwell:Listentoyourcustomer.Usuallytheyknowjustwhattheywant.Practiceyourlisteningskillsandwatchyourbusinessgrow.
Regular,consistentcommunicationwithyourcustomerforthedurationofthejob,frombidtofinish,helpsyoumaintainaprofessionalrelationship.Regularcommunicationisn'tlengthyortime-consuming.It'sclearandconsistent.Theobjectistobeavailableforyourcustomerwhileyouaredoingbusinesswiththem.Mostproblemshavefaultyorbroken-downcommunicationsomewhereattheroot.
• Yourclientsshouldfeelcomfortablecontactingyouwithanyconcernsorquestionsregardingyourcontractorcleaningprocedure.
• Beingavailablethroughemail,onthephoneorinpersonisaverygoodwaytostopanyproblembeforeithasachancetogetstarted.
• AprofessionalWebsitethatdescribesyourbusinesscanreallyheadoffalotofthesepotentialconflictsfromthestart.
Bearinmindthatevenemailsorphonecallsthatsoundcriticalareagoodsign.Anyfeedbackfromyourclientisagift.Useittoimproveyourbusiness.Evenifyoufeelyouhavetodoalittleprofessionalhand-holding,itwon'thurt.Keepanycritical-soundingmessagesfromyourclientsinperspective.Itisn'ttheirfeedback,butthewayyouhandletheirfeedbackthatisameasureofyourjobsecurity.
• Makeitahabittothankcustomersfortheirobservationsandcomments,whetheryoutakeitasacomplimentorascriticism.Thenworktofixorimprovethesituation.
Keyconcepts:
• Setyourratescompetitivelyandthendeliverthebestserviceandcustomersatisfaction
• Communicationwithyourclientsisvitalforyourbusinesshealth.
Well-IntentionedFriends
Youhavetoknowwhatisrightforyouandgoafteritregardlessofwhatotherssay.--LesBrown
Inthischapter:
• Bewareofsuspectadvicefromwell-intentionedpals,especiallyiftheyhaveneverattemptedtostartacarpetcleaningbusiness.
• Whenyouencounternegativism,remindyourselfthatittakeswillpowerandcouragetostartasmallbusiness,andthatyouhaveeverythingittakes.
Caution:Well-meaningfriendsandfamilymembersmaybedangeroustoyoursmallbusinessstart-uphealth!
Withalarmingfrequency,wehumansarecapableofsuddenlybecomingself-righteousexpertsatallsortsofthingsweknowabsolutelyzippoabout.Forexample,howtoplayprofessionalbasketballfromourlivingroomchairswhileholdingabeer,orwhichrockbandisthebest,orwhoshouldstartthatspinclassatthegym.Ourspeciesmeanswell,butalsowe'refrequentlyreadytomakeourselvessoundhi-falutin',asmydadwouldsay,ortootherwiseofferourinfinitelywiseadviceinordertosaveourlovedonesfrommakingtheworstmistakesoftheirlives...inourhumbleopinions.Ifyouhavecriticalpeopleinyourlife,please,don'teventellthemaboutyournewbusiness.
Don'tsayaworduntilyoufeelgoodandready,preferablyafteryou'velandedyourfirstcustomers(andyou'vealreadytakenseveralcheckstothebank).
• Ifyoumusttotalktoyourfriendsandfamilyaboutyourplansbeforeyourbusinesshasstartedtoturnaprofit,makesuretoremind
yourselfaftereachencounterwithnegativityorunsolicitedadvicethatyou'relearningasyougo,andyouhavethemembers'areablogtoturntowhenyouneedit.
• Remember,themostsuspectadvicecomesfrompeoplewhohaveneverstartedabusinessoftheirown.
• Manypeopleneverexcelatanythingotherthanarmchaircoachingbecausethey'rejustplainscared,andthey'dfeelbetteraboutitifyouwouldbejustplainscaredaboutittoo.
Thefunnythingis,fewofthesecriticseverrealizethatinrealityyouareactuallyscaredaboutit,butyouareallowingyourselftogoaheadwithyourplansanyway.That,myfriends,iscalledcourage.Anddarn,it'strue.Youarespecialandyoudeservetobesuccessful.Don'tcastyourpearlsbeforetheswine.Eachtimeyouhaveacloseencounterwithnegativethinkingmakeitahabittoreaffirmyourbusinessgoals.
• Apositiveattitudemaynotsolveallyourproblems,butitwillannoyenoughpeopletomakeitworththeeffort.
Knowthatyouareembarkingonanimportantmission--self-employed--andthatyourfocus,courageanddeterminationareyourrequiredtools.Protectandsharpenthem.Theworldstepsoutofthewayofthepersonwhoknowswhereheisgoing.
Naturally,membersofyourtribemayfeelthreatenedbyyournewfoundexcitementandenthusiasm,especiallyifthisisyourfirstencounterwithself-employment.Theymayreactwithsurprisingnegativity.Peoplewhoreactthiswaywanttobringyoubacktotheirlevel,wherethey'reusedtoseeingyou.
• Remainpositive.• Donotwasteyourenergytryingtoexplaineverythingaboutyournewpathtoself-employmenttothem.
• Keepfocused.
Seeksupportfromlike-mindedpeopleinstead,peoplewhoaremorelikelytoencourageyoutotakeariskandgoforit.Visitthemembers'areaforempoweringinformationaboutstrengtheningandgrowingyourfledglingbusiness.
Donotletnegativepeoplederailyouwiththeirfears.It'sfrighteningforsomefolkstoseetheirkindredsistersandbrotherstakeoffinanunfamiliardirection.Why?Becauseitforcesthemtothinkaboutmovingoutoftheirowncomfortzone.Thisisanaturalhumanreaction.Youmustpersevereandtrustyourownintuition.Thosesamepeoplewillsingyourpraisesinthemonthsahead,andyouwillbetheirinspiration--whethertheychangetheirtunesornot.
KeyConcepts:
• Beconfidentofwhoyouareandwhatyouarecapableofachieving.• Persevereandremainfocusedregardlessofanynegativefeedbackfromyourfriends.
It'sBusinessTime
Remindpeoplethatprofitisthedifferencebetweenrevenueandexpense.Thismakesyoulooksmart.
--ScottAdams,creatorof Dilbert
Inthischapter:
• Typesoflegalstructuresforyourbusiness
Yourcompany'slegalstructureprotectsyouandassistsyouinaccountingforyourprofit.Thebottomlineis,inthewideworldoftheself-employedyou'renotonanemployer'spayroll,soit'suptoyoutofigureoutthebestwaytostructureyourbusinesslegally.
Weprovideageneraloutlineofeachtypehere,andyou'llfindrelatedinformationinthepromembers'areaofourwebsite.Allofthefollowingbusinessstructuretypesarepotentiallyconfusing.Beforemakinganybusinessdecision,thoroughlyresearchyourchoicesandseekthecounselofaprofessionaltaxaccountant.
SoleProprietorship
Yourbusinesswillbeconsideredasasoleproprietorshipifyouchoosetodobusinessusingyourownname.Youwillbetaxedatanindividualrate,insteadofatacorporatetaxrate.FromtheInternalRevenueService'spointofview,youarethebusinessownerandyouarewherethebuckstops.Youaretheonewhoiscollectinganyincomegeneratedthroughthecompany.Soleproprietorshipisthesimplestlegalstructureifyouareinbusinessonyourown.
• Yourclientswritetheircheckstoyoupersonally• Ifyouownyourbusinessandtakejobsonacontractbasis,youareautomaticallyconsideredasoleproprietor.
Youdon'thavetofileanyspecialformstostartworking.Youdohavetodeclareyourbusinesstobeasoleproprietorshipwhenyoucompletethegeneralregistrationrequirementsthatapplytoallnewbusinesses.Asthesoleproprietor,youarepersonallyresponsibleforpayingbothincometaxesandbusinessdebts.Checkwithyourlocalbusinessboard,becauseyoumayalsohavetohaveabusinesslicenseandcomplywithlocalregistrationandpermitlawsinordertomakeyourbusinesslegitimate.
DoingBusinessAs(DBA)
Ifyouaredoingbusinessas,say,Drew'sCarpetCleaning,you'vetakenonabusinessnameandaredoingbusinessas,orDBA,Drew'sCarpetCleaning.InordertoestablishyourDBAyou'llneedtocompleteaDBAcertificate,whichyoucangetatalegalstationeryshop,andsearchthecourthouserecordstoensurethatnobodyelseisregisteredtodobusinessunderthatname.You'llalsohavetopayafee,usuallyaround$50orunder.
• Yourclientswriteouttheircheckstothatbusinessnameinsteadofyourname
• Youarestillviewedasasoleproprietorship
Now,let'ssayyoutakeonapartner.Thingschangeslightly.Youstillhaveasoleproprietorship,butyourbusinessbecomesDrewandTony'sCarpetCleaning.
• YoucannowfileaDBAforapartnership.
Theonlydifferencehereisthatyouarebothequallyresponsiblefortheactsandomissionsoftheotherperson.Forexample,ifyourpartnerTonyleasesacarpetcleaningmachineforthebusiness,you,Drew,areequallyresponsibleforthepayments.
Corporation
Ifyouwanttoseparateyourbusinessfromyourpersonalobligations,youmightconsiderincorporating.Onceyou'vedoneso,youareconsideredanemployeeofthecorporation.Anyincomegeneratedbythecompanygoesdirectlytothecompany.Youarepaidwagesorasalarybythecompany.MostsmallcompaniesfileasaSubchapterSorSubchapterC,whichistohelpyouavoidbeingwhattheycall"doubletaxed."
Allstateschargedifferentannualfranchisefees,socheckintofilinginyourhomestateandresearchotherstateswhereyoumaylegallyfileyourcorporation,whichmaysaveyoumoney.Youdonothavetoincorporateinthesamestateinwhichyouaredoingbusiness.Thebigadvantagetoincorporatingisthatdoingsomayprotectyourpersonalpropertyincaseyourcompanyiseversued.
LimitedLiabilitycompanies
YoucanformulateaLimitedLiabilitycompany(LLC)oraLimitedLiabilitypartnership(LLP).Bothofthesetypesofcompanieswereintroducedin1977.Theyarelikeahybridbetweenapartnershipandacorporation.Thistypeoflegalstructureisrecommendedtohelpthebusinessowneravoidbeingdoubletaxedaswell,anddoesn'tseemtobeascomplicatedtosetupasacorporation.
Allofthesebusinessstructuresarepotentiallyconfusingandrampantwithlegalese.Werecommendthatyouresearchyourchoicesandseekthecounselofaprofessionaltaxaccountantbeforemakinganybusinessdecision.
Keyconcepts:
• Choosethelegalstructuremostappropriateforyoursituation
• Forupdatesandnews,referoftentothemembers'areaofourwebsite
EntrepreneurialIntelligenceAgency
Inthischapter:
• Exerciseyourentrepreneurialintelligence.• Investigateothercarpetcleaningservicesinyourareainordertofindouthowtheydobusinessandhowyourfeescompare.
• Discoverhowitfeelstobeacustomerbyrole-playingthepartofone.
TheobjectofthisexerciseistoindoctrinateyouintotheEntrepreneurialIntelligenceAgency(otherwiseknownastheEIA).Thisway,youcanlearnabouthowthecompetitioninyourareadoesbusiness.Observingthestrengthsandweaknessesofbusinessesthatofferthesameserviceenablesyoutoseewhatyou'reupagainst.
Scanlocalpapers,searchGoogle,andcheckoutsitessuchascraigslist.orgforcarpetcleaningserviceslikeyoursinyourlocale.Ifpossible,havethemcometoyourhouseandgiveyouafreeestimate.(Ifyou'drathertheynotcomeovertoyourhouse,askafriendorrelativeifyoumayusetheirhomeoroffice.)Role-playthepartofacustomer.
Askpertinentquestionssuchas:
• Exactlywhatdoesyourserviceinclude?(Doyoumovethefurniture?)• Whatcleaningchemicalsdoyouuse?• Howlongwillitbeuntilthecarpetwillbedrytothetouch?• Areyouthepeoplewhowillbedoingthework,ordoyourepresentacarpetcleaningservice?
Youmaywanttoobtainthreedifferentestimates(fromthreedifferentservices)togiveyouanideaaboutthelocalgoingrate.Thisexerciseisveryusefulifyou'resecond-guessingyourselfaboutyourrates.Goingthroughthetroubleofgettingthreedifferentestimateswillgiveyouagoodideaof
wheretosetyourfees.You'llalsolearnthatthereisquitearangeofacceptablepricing.Peoplewillcleancarpetsforaverylowfee,aswellasforanoutrageousprice,andeverythinginbetween.
• Observewhatyoulikeabouteachcompany.Takenotes.• Noticewhatbothersyouaboutthem.Takenotes.• Decidehowyouwoulddoitbetter.
Playalongandanswertheirquestionsnaturally,buthey,thisisspywork,right?Don'traiseanyredflagsbyaskinginappropriatequestionsabouttheirbusiness.Forexample,don'tinquireabouttheirannualincomeoraskthemhowtheygetclients.Sticktoquestionsaboutyourspecificcarpetcleaningconcerns.Thankthemfortheirtime,andtellthemyou'llhavetoconsultyourpartnerbeforeyoudecide,anddon'tsignanycontracts.
KeyConcepts:
• Investigateothercleaningservicesinordertolearnhowyourserviceandyourfeescomparewiththeirs.
• Empathizewithyourcustomersbyplayingtheroleofone.
Branding,MarketingandSelling
Animageisnotsimplyatrademark,adesign,asloganoraneasilyrememberedpicture.Itisastudiouslycraftedpersonalityprofileofanindividual,institution,corporation,productorservice.
--DanielJ.Boorstin
Inthischapter:
• Creatingacompanyimage,yourbrand,helpsyoureachyourcustomers
• Brandingassistswithmarketingandsellingyourservice
Trythis.Thinkofthreelargecompanieswhoyou'refamiliarwith,companiesthathavefamouslydistinguishedthemselvesasuniqueinthemultimilliondollarindustriesofautos,agriculturalequipment,andlingerie.TheonesIhaveinmindhaveinstantnamerecognition.Notonlythat,buteachbrandnameimmediatelybringswithitacatalogofassociatedvisuals,scadsofinformation,judgments,andopinionsabouttheproductorservice.
Whatimagesspringintoyourheadwhenyouhearthesenames?FedEx.JohnDeere.Victoria'sSecret.
Reliabledelivery,qualityridingmowers,andracyunmentionables,right?
Brandingisaboutcreatinganoverallimagethatinstantlydefineswhatyourcompanyisallabout.Inaddition,itdistinguishesyoufromothersinyourfield.Granted,yourcarpetcleaningbusinessmaybeasmallventureincomparisontothemegalithiccorporategiants.However,brandingandimageisasimportanttoasmallbusinessasitistoalargeone.Letmetellyouwhy.
Marketing+sellingyourservice =makingmoney
Yourbrandcanattractcustomers,createrepeatedbusiness,anddevelopcustomerloyalty.Thinkaboutthebusinessesyoufrequent.Whatbringsyoubackagainandagain?Yourfavoritecompaniesknowtheymustconsistentlydeliverwhatyouwant,whetherit'sfastresultsorgreatcoffee,oryou'llfindbusinessesthatdo.Asabusinessowner,yoursuccessdependsonattractingbusinessanddevelopingcustomerloyalty.Choosinganappropriatebrandcanhelpyourcustomersrelatetoyou,becomefamiliarwithyourservice,andcomebacktimeaftertime.
• Yourbrandmustreflectyourcompany'scorevalues.Forexample,excellenceandcustomersatisfaction.
• Researchwhoyourcustomersareandfindoutwhattheywant.Chooseabrandthatspeakstothem.
• Analyzeyourbrandtomakesureitreflectsthereality.Canyoudeliverwhatyoupromise?
Bearinmindthatyourcompanynameandsloganmustreflectthereality,oritmaydomoreharmthangood.IfyouprintflyersandspreadthemaroundyourtownclaimingtobeCleveland'sFastestHomeCarpetCleaners,youbetterbedarnquick,oryourprofessionalreputationwillsuffer.
• Sticktoit.Changingyournamewillresultinconfusingyourcustomers.Beconsistent.
• Don'ttrytopleaseeveryone.Youcan't.Defineyournicheandfindyourcustomers.
• Getreal.Defineandfocusonwhatyourcompanyprovides,notwhatyouwishtoprovide.
Thinkaboutthequalitiesthatdistinguishyourcompanyfromtherestoftheherd.Inyourcustomers'minds,howdoyoustandapart?Brandingyourcompanyisaboutcreatinganimageinkeepingwithyourpurpose.Yourbrandshouldradiateaclearmessagethatyourcompanyprovidesexcellentworkandpridesitselfincustomersatisfaction.
Whatimpressiondoesyourimageconvey?
Ifyouwereinyourcustomers'shoes,whowouldyoubemorelikelytohire?Ascruffyblokewiththreedaysofstubbleonhisfacewhopullsuplatetotheappointmentinanunmarkedvanandgrindsouthiscigaretteinyourdriveway?Oraneatlygroomedguyorgalwhoarrivesontimefortheappointment,andwhosecompanylogoonhisorhershirtmatchesthesignonagleamingcompanytruck?
Peoplejudgeusbythewaywedress,thewordswechoosetouse,andourbehavior.Inbusiness,asintherestoflife,wearecontinuallycreatinganimpressiononthepeoplearoundus.Takethetimetoanalyzehowyourappearanceandbehaviorcomeacrosstoothers.Theywantyoutobeontime,well-groomed,courteous,andattentivetotheirneeds.Planwaystocreateapositiveimpressiononyourclients.Craftyourcompanyimage.FollowthroughwiththisoverallimagewhendesigningyourWebsite,businesscardsandflyers,andalsowhenhiringemployeesandchoosinguniforms.Mostimportantly,provethatyouareasgoodasyouclaimtobe,byyourbehaviorwhileconductingbusiness.
• Showupontime(orfiveminutesearly)forallappointments• Arrivewell-groomed• Conductyourbusinessprofessionallyatalltimes
Firstimpressionscount
Makeagoodfirstimpressionbecauseitwillonlyhappenonce.Wheneverapotentialcustomerpicksupyourflyer,goestoyourwebsite,orshakesyourhand,theyareformulatingtheiropinionofyou.Itonlytakesafewseconds.Ifyouwantthebusiness,yourfirstmeetingisprobablynotthetimetoflauntyourbellyring.
Alwaysbeawareofbeingjudgedandsized-upbyyourclients,especially
newones.Theydon'tknowanythingaboutyou,sotheywillformulateimpressionsbasedonhowyoulookandbehave.Ifyouaresloppy,usequestionablelanguageintheirhomeorplaceofbusiness,orotherwisemakethemfeeluncomfortable,youwillnotwinthecontract.
Soalthoughitmaysoundsuperficial,remember:yourlivelihooddependsinpartonyourappearanceandyourbehavior.
KeyConcept:
• Yourbrandisyourprofessionalimage,asimportanttoasmallcompanyasalargeone.
ExpandYourService
It'snevercrowdedalongtheextramile.
--WayneDyer
Inthischapter:
• Offeradditionalservicesandincreaseyourincome
There'snoquestionthatgoingtheextramileandexpandingyourservice
canopennewdoorsofopportunity.Whenyou'rejuststartingtoestablisha
nameforyourself,orwhenbusinessisslow,expandingintorelatedterritory
canhelpyoureachtwoimportantgoals:itcanhelpmakeendsmeetand
buildyourprofessionalnetwork.Inaddition,wheneveryoucanoffer
valuableservicestoestablishedcustomerswhoarealreadyfamiliarwiththe
qualityofyourwork,youcancreateastrongpotentialforaddedrevenue,
nowandinthefuture.
Manyoftheseservicescouldbeexpandedintolucrativebusinessesoftheir
own.Offeranyorallthatappealtoyou.
• TileandGroutCleaning• WoodFloorCleaning• WindowTreatment
Moreservicestoconsiderinclude:
• AreaRugCleaning
• AirDuctCleaning• AutoInteriorCleaning• EquipmentRental–handheldsteamcleaner
Whenstrategizingaboutthetypesofservicestoofferyourclients,bearin
mindthatforeveryaddedservicetherewillbecostsandbenefits.Youwill
increaseyourrevenue,butyou'llalsoincuradditionalexpensesfor
equipment,insurance,maintenance,laborandsoforth.Beforeyoudecideto
expandyourbasiccarpetcleaningbusiness,seriouslyconsiderwhetherthe
effortwouldbringaworthyreturnofyourinvestment.
Howlargewouldyoulikeyourcompanytogrow?Growitasbigasyou
want,andincreaseyourearningcapacity.Herearefourmorespecialized
servicesyoumaychoosetooffer:
• Movein-MoveoutService• PetOdor&StainRemoval
• CarpetRepair
• Dyeing/Tinting
AGoodFit
Considerwhichservicesyouarebestpreparedtooffer.Forexample,ifyou
loveworkingoncars,anautointeriorcleaningservicemightbejustthe
ticketforanextraboostofrevenueduringaslowperiod.Atileandgrout
cleaningservicemayappealtoyouifyouhaveanaturalaptitudefortending
todetail.Andifyouhavecarpentryexperience,woodfloorcleaningmaybe
aperfectfit.
Eachservicewillrequiretheappropriateskills,tools,andequipment.Togive
youanideaoftheskillsandequipmentyouwillneed,herearejustafew
examples:
AutomobileInteriorCleaning
Helpyourcustomerskeeptheirautomobile’sinteriorfragrantandnew.
Cleaninganddetailingincludestendingtothefollowing:
• seats• carpets• rubbermats• dashboard• panels
TileandGroutCleaning
Tileisaversatilesurfacematerial,andyouwouldneedtobepreparedto
workonfloor,wall,orcounter-toptile,aswellastileinshowers,sink
basins,andotherplacesthatgetwet.Stepsinvolved:
• Vacuumawayloosedirt
• ThoroughlycleanceramictilesandgroutjointswithapHbalancedsolution
• Thoroughlyrinseofftilesurfacesseveraltimestoensurethatnoresiduefromthecleaningmaterialsremain
WoodFloorCleaning
Helpyourclientspracticeregularmaintenancetoensurethattheirwooden
floorswilllooklovelyandfeelgoodunderfootforyearstocome.Asidefrom
cleaning,stepsinvolvedmightinclude:
• Sanding• Applyingfiller,ifnecessary• Sealing• Finishing• Waxingandpolishing
MoveIn-MoveOutService
Helppeoplewhoareinthemidstofmovingcleanuptheirapartment,house,
orcommercialbuildingsotheycanfocusonpackingandrelocating.
Guaranteethecleanlinessofyourcustomers'newhomebeforetheymove
in.Stepsinvolvedmayrequirethatyou:
• Leavekitchenappliancessparklingclean• Eradicatehouseholdpestsandinsects• Washwindows• Scrubfloors• Cleancarpets• Cleanceramictilesandgroutjoints• Sweepoutfireplaces
AreaRugCleaning
Persianrugsandotherexoticfurnishingsneedspecialmaintenanceand
care.Helpingyourcustomersprotecttheirinvestmentsmeanspaying
attentionto:
• Grime,dirt,dust,andsoilparticleremoval• Removinganddislodgingmitesandmitecarcasses• Restoringtherug'soriginalpHgrade
KeyConcepts:
• Expandyourserviceandincreaseyourincome
DisasterCleanup
Ibelievethatthemeasureofaperson'slifeistheaffecttheyhaveonothers.
--SteveNash
Inthischapter:
• Typesofdisasterreliefservicesyoumayoffer• Emergencyresponseisnotforwimps,butitisrewardingandcanpaywell
Afterahurricaneslamsthroughacoastalneighborhood,orasprinklersysteminacommercialbuildingfails,orsmokefromafirecausesdamage,whoyougonnacall?
Disastercleanupisn'tforeverybody,butifyoufeelapassionforservingonthefrontlineswhenfolksareinneed,itmaybeagoodfitforyou.Specialrequirementsincludeprofessionalcertification,thecapabilitytoworkwithyourcustomer'sinsurancecompanies,andtheabilitytorespondimmediatelyona24-hourbasisforemergencyservice.Inaddition,you'llinvestinatruck,orafleetofmobileunits,speciallyfittedwithtruckmountedsystemsforwaterextraction,highpoweredcleaningandothernecessaryequipment.
Youmusthavetherightpersonalityforthework,whichcanbedemandingandphysicallyrigorous.Disastercleanuppersonnelarededicatedtorespondingimmediatelytowater,fire,smoke,andmoldemergencyneeds.
Emergencyresponsemayincludethefollowing:
WaterDamageRestorationRegardlessofthesourceoftheproblem,respondingimmediatelyhelpspreventfurtherdamage,andworkstorepairthedamagecausedby:
• plumbing• sprinklersystemfailure• stormdamage• flood• hurricane
FireDamageRestorationRemovesmokeodorandrepairstructuraldamagecausedbyfire,aswellasproblemscausedbysmokedamage.
MoldContaminationCertificationisrequiredtobecomeaCertifiedMoldRemediator,andsuccessfullyidentify,removeandpreventmold.
SewageBackupRemovesewage,cleanandsanitize.
Heating,VentilationandAirConditioningSystemDamagefromdustbuildup,water,fireandsmokedirectlyaffectindoorairquality.Inspectandcleanthesystem.
VandalismandGraffitiRemovalandcleanupofspraypaint,fireextinguisherchemicals,strewnandbrokenglassfromvandalism,fireorflooddamage.
CigaretteSmokeandTarBuildupRemoveandcleancontaminationorodorfromtobacco.
OdorRemovepersistentsmellsfromhomes,commercialbuildingsorautomobiles.
KeyConcept:
• Disasterreliefservicerequiresspecialcertification,investmentandpreparation
• Canbehardwork,rewardingandpaywell
HiringEmployees
WhenImeetsuccessfulpeopleIask100questionsabouttheirsuccess.It'salwaysthesame.Hiregoodpeople.
--KianaTom
Inthischapter:
• Employeescanmakeyourbusinessorbreakit• Forfurtherinformationandupdatesonhiringemployees,pleasegotothepromembers'areawww.proclean4u.com/carpet
Atfirst,youmaychoosetowearallthehatsandtakeonthecompanyresponsibilitiesasasoloact.Thatmightbethewayyoupreferittostay.However,asyourbusinessexpandsandyoufindyourselfworking12to14hourshifts,theremaycomeadaywhenyoudecideit'stimetohireanassistant,ortwomorepeople,orevenawholeteam.Thepeopleyouhirecandomoreforyourbusiness--badorgood--thananyothersinglefactor,sotheprocessofinterviewingandhiringdeservescarefulattention.
Effective,profitableservicecompaniesarebuilt,notaccidentallypiecedtogether.Attractingandkeepinggoodemployeesmeansofferingasatisfyingworkenvironmentandbenefits.Ofcourse,oneofthekeyfactorsisinhavingenoughworktojustifyhiringotherstohelpyourunthecompany.
Threegeneralpointstoguideyouthroughthehiringprocess:
• Discernyourapplicant'sbasicattitude,goals,andfocus• Bealertforevidenceofqualitiesyouwant,suchastrustworthinessandreliability
• Consideryourapplicant'srelevantemploymenthistory
Additionally,wheninterviewingapplicants,werecommendthatyourelyon
usinganinterviewsystemthatbearsthestampofapprovalfromthelegaldepartmentsofmajorcorporations.YourinterviewsystemmustmeetallEqualEmploymentOpportunityCommission(EEOC)UniformGuidelinesforEmployeeSelection,whicharedesignedtoassistyouincomplyingwiththerequirementsofFederallawthatprohibitsdiscrimination.
Skillsandexperience
Considertheskillsetandexperienceneededforeachposition.Areyouhiringaworkcrewtodothecleaning?Asalespersontotakechargeofmarketingandsecuringcontracts?Perhapsyouarelookingforamanagerialtypetohelpyourunthecleaningcrew.
Wheninterviewing,bearinmindhowwellcanyoujudgetheapplicant's:
• Basicattitude• Potentialvalueasateammember• Resourcefulnessandabilitytogetthejobdone• Andfinally,howdotheyactwhenunderpressureoron-the-jobstress?
Usecandorwithapplicants.Beforehiringanyoneyoushouldrealisticallydescribeforthemtheworkenvironment,wartsandall.Allcompaniesareunique.Allhavetheirquirksandimperfections.Beupfrontandpaintarealisticpictureofthejob,ratherthantrytorepresentitassomethingitisn't.Beinghonestcanhelpreducetheemployeeturnoverrate.Onceyouarehappywithyourchosenapplicantandofferthemthejob,youwouldn'twanttolosethemrightawayandhavetostartalloverinthehiringprocess.
Tothebestofyourability,trytomatchyournewemployeestothepositionwhichsuitsthem.Awell-matchedteamcanoftenworkinspiteofkinksandchallengesandlearn,together,howtodecreasetheproblemsandimprovethesituation,thusincreasingcompanyprofit.
KeyConcept:
• Thepeopleyouhirecanmakeasignificantdifferenceinyourbusinesssuccess.
KeepingYourClientsHappy
Thewaytobehappyistomakeothersso.--RobertIngersoll
Inthischapter:
• Howtobuildyourbusinessbykeepingyourcustomershappy
• 3suggestionsforfine-tuningyourcarpetcleaningbusiness
Weknowthatnervousfeelingthatcanaccompanyworkingforyourself.Ifyou'renewtoself-employmentitcanbedifficult,butitcanalsobehardevenifyou'vebeenatitforyears.Financialinsecuritycanstrikeduringhardtimes,usuallywhenyou'reworriedaboutyourcar,oryouhaveaseriesofexpensessuchasadentistvisitoraveterinarian'sbill.Thatiswhyit'sveryimportanttomeetandexceedeachcustomers'levelofexpectation.That'sthewaytocreateagenerousstreamofhealthyrevenue.Theimportantthingtounderstandis,thatisn'thardtodo.
So,howdoyoudoit?
Howtobuildyourbusinessbykeepingyourcustomershappy:
• Developsystemsthatenableyoutoworkefficiently.• Seethechapter"GetOrganized,"fortipsontimemanagementskillsandscheduling.Gotothepromembers'areaandexploretheonlinetoolsthatweprovideformakingyourbusinessmoreefficientandlessstressful.www.proclean4u.com/carpet
• Enableyourclienttobecomearepeatcustomerandgiveyoureferrals.
• Makecustomersatisfactionyournumberonegoal.
Don'tassumethatinyourbusiness,thingswillneverchange.Theonethingwecanallcountonforcertainisthattheywill.Wheninbusinessforyourself,youcanaffordtostepbackperiodically,getafreshperspective,andreinvigorateyourselfandyourapproach.Keepup-to-date.
• Continuelearningandeducatingyourselfaboutthecarpetcleaningbusiness.Wearededicatedtohelpingyoustayontopofindustrychangesthatmayaffectyou.
• Scanonlineforums(butdon'tletthemsuckthehoursoutofyourday)
• Networkwithotherserviceprofessionalsinyourlocale• Participateinprofessionalserviceandtradeorganizations
Duringthegoodtimes,whenyourexpensesandincomearerelativelypredictable,itpaystothinkaheadandgiveyourselfanextraedgeinjobsecurity.Keeplearningsoyoucangiveyourcustomerseverythingtheybargainedforandmore.Customersatisfactionisyourgoal.Returnyourclients'phonecallsandrespondtotheirquestionsorconcernsassoonastimeallows.Don'tgivethemevenonesmallreasontothinkofyouaslessthanprofessional.
Evenwhenyou'restartingupandyouhaveonlyafewcustomers,thesetwoelementsenableyoutocreatearobustrevenuestream:
• Repeatbusiness• Customerreferrals
Unbelievably,fartoomanyservicebusinessesfailtomakecustomersatisfactiontheirnumberonepriority.Asaresult,theirjobsecuritysuffers.Whenservicesfailtomeettheirclients'expectations,theydon'tgetrepeatbusiness,andtheydon'tgetvaluablecustomerreferrals.Thosetwoelementsmakeupthemeatofyourbusiness.Makeitconvenientforyour
clientstoreturntoyouforrepeatbusiness,andtotelltheirfriendsandassociatesaboutyou.Makeiteasyforthemtorememberyourcompanyname.Mostimportantly,encouragethemtocontactyoubygivingthemaflyerorbusinesscardthatincludesyourWebsiteaddressandyourphonenumber.
We'vemadeiteasyforyoutogetanaffordablebusinessWebsiteupandrunningveryquickly.AsaSuzeandEvMethodmember,youcanhaveyourowncarpetcleaningbusinessWebsiteassoonasyouwant.Pleasegotothepromembers'areatoorderyoursnow:www.proclean4u/carpet
3waystofine-tuneyourcarpetcleaningbusiness
• Offergreencleaning• Useall-naturalingredientsandhealthyalternativestotoxicchemicalcleaners.Thismarketisgrowingexponentially.Increasingly,peopleareconcernedwithchemicalinteractionsandtheharmfuleffectsoftoxicingredientsontheirfamiliesandtheenvironment.Targetcustomerswhocareaboutgreencleaning,andyoumayfulfillanichemarketthatothercleanersinyourlocalehavenot.
• Specializeinspotremoval• Apopularcomplaintaboutcarpetcleanersisthattheydon'tproperlytendtospotremoval.Manyspotswillcomeoutwhenyoutakethetimetoanalyzetheproblemandapplytheappropriatecleanserandmethod.(Gotothepromembers'areaforspotremovaladvice.)Inmostcases,theproblemlieslesswithdifficultshmutzthanwithcarpetcleanerswhowon'tbotherwithdifficultshmutz.
• Showup• Okay,we'rebeing facetioushere.Buthonestly,it'soneofthemostcommoncomplaints.Youmightbeshockedatthenumberofshmucksouttherewhocan'tevenkeeptheirappointments.
Doingbetterthanthatisnotsohard.AsWoodyAllensaid,70%ofsuccessinlifeisshowingup.
Yourcarpetcleaningappointmentsshouldrunassmoothlyasawell-oiledmachine.Letyourcustomersknow,fromyoureveryinteraction,thattheycandependonyoutoarriveatyourappointmentspromptly,delivergreatserviceandthensome.Thekeyisinthe"thensome."Bethemagicthathappenswhentheycollapseintotheirfavoritechairsafteralongworkdayandgazearoundtheroomsmiling,becausetheircarpetiscleananddry,andtheirlivesfeelorderlyagain.
• Wanttoreallybrightensomeone'sday?Partnerupwithalocalrestaurantoraquickieoilandlubeshop.Leaveyourcustomeracouponforahalfpricedinnerfortwo,oranoilchangeatanearbyshop.
Inaddition,herearetwomoreremindersforbuildingjobsecurityintoyourbusiness:
• Returnyourclients'phonecallsassoonaspossible.EvenifCatherinethePicky,whocallseveryhourtoaskamillionquestions,iscallingaboutsomethingyoudon'tyethavearesponseto,suchasaschedulingsnag,oraquestionaboutchemicalcleaningagents.Returnhercalltoletherknowyou'reonit,andyouwillletherknowassoonasyouhavetheanswer.Andthenfollowthroughwithyourpromise.
• Sendgreetingcards.SendyourholidaycardsjustbeforeThanksgiving,sotheywon'tbelostinanoceanofseasonalcards.Thisisanicetimetothankyourcustomersforgivingyoutheopportunitytoservethem.Bearinmind,youdon'thavetowaitfortheholidays.Whenevertheurgetosaythankyoustrikes,doit.
Keyconcepts:
• Treatyourclientslikeroyaltyandreapthebenefitswithrepeatbusinessandcustomerreferrals.
• Checkthepromembers'areablogforupdatesandadditionaltipsonbuildingjobsecurity.
Member'sResources
Don'tforgetthatthisisjustasmallpartoftheresourcesthatyouhaveaccesstoasaSuze&EvMethodownerandmember.AslongasyouareamemberyouhaveaccesstoalloftheresourcesintheMember'sportal.
TheseResourcesinclude:• Custombusinesswebsiteservice.• Carpetcleaningbusinessblog.• Businesstoolsandresources.• Equipmentauctionsandsources.• LegalFormsandadviceresources.• Servicecontractsanddocuments.• Additionalmethods(pdf's)byotherbusinessexperts.
Pleaseperusealloftheresourcesinthemember'sarea.www.proclean4u.com/carpet
***Onceyoucancelyourmembership,youwillnolongerhaveaccesstotheseresources.
The Requisite Disclaimer
Suze & Ev solemnly swear that all of the tips, tricks, steps, advice, recipes, procedures, practices, techniques,etc. in this ebook have worked very well for Suze & Ev in the starting of their cleaning businesses over theyears. Suze & Ev make no promises or claims that you will have identical results for you are not Suze or Ev.Therefore, you will have different results, quite possibly better ones!
In other words, results may vary.