A reader writes: “Thanks for the consulting visit; however we still are confused about how to satisfy our customer and make a profit.”


In continuation of our evaluation of this contract and their current performance, I need to stress that there needs to be a high sense of urgency if you hope to keep or renew this service. Please take the suggestions I am making and institute changes immediately. 


1. First reminder is that you cannot manage by complaint and you really cannot blame the customer if the contract was bid poorly. 


2. I need to point out that productivity can be radically increased if you combine correct training to task with the right equipment and processes.


3. Instead of five beat up upright vacuum cleaners you should be able to vacuum the entire account using one worker and a quality backpack system. Please note that if you do not keep it serviced you will have a very expensive tool that is not functional.


4. Servicing the backpack vacuum cleaner means emptying the paper bag on a predetermined basis as well as washing/cleaning the cloth bag and internal filters on a regular basis.


5. One major result from using a well maintained backpack is that you will have much less dust to deal with. My notes show that dusting was consuming a lot of time due to the dusty upright units as well as the use of old feather dusters.


6. Remember that by assigning each worker specific tasks to perform in Team or Blended Cleaning you will have the ability to focus their attention on fewer tasks and also increase accountability.


A well maintained backpack vacuum cleaner is a major step in the right direction. Your comments and questions are important. 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.