I know of a carpet cleaning service in the Chicago area that is acquiring customers and referrals the old fashioned way: He is earning them one at a time by providing superior service at a very competitive rate. One thing that stands out for this company is the intense involvement by the owner who takes each job personally and responds in a professional manner to any complaints or requests he receives. Customers are so delighted with his personal touch that they continue to refer their associates to him to the point that he struggles with all the business coming his way.

We all know that eventually he will have to delegate more and this can be a challenge as he transitions from the frontline to managing from an office. His greatest challenge after training all his staff in the correct processes and standards is to inculcate his passion for the business and dedication to customer satisfaction that has gotten him to where he is today. He not only loves to learn the best way of performing a task, he also loves to share it with others.

Whether it is answering the phone, cleaning a carpet or even responding to an invalid complaint, there has to be the same passion and dedication to the customer that sets this company apart from most of the competition. One custodial subject matter expert explains it this way: “Juice is juice.” By this, he means that there are many similar chemicals that an individual can use so the key to being on top is a dedicated rep who honestly cares about the person sitting across from them. He/she has to be focused on that customer’s immediate needs as well as long-term success for long term retention and growth. 

As to my friend in Chicago all I can say to him is keep doing what you are doing and never lose sight of the customer’s needs. 

Your comments and questions are always welcome. I hope to hear from you soon. Until then, keep it clean…

 

Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678.314.2171 or CTCG50@comcast.net.