Posted on 21 February 2012. Tags: carpet cleaning marketing, consulting assistance, customer cheerleader, emergency water damage, emotions, increase carpet cleaning ticket total, production, raising prices, sales, stage play, time management

WHAT?  Make MORE Money(MMM) by booking LESS work?  Uh-oh! “Steve has been sniffing the solvent spotters again!”  But hear me out…

The first six of our SFS “TOP TEN Ways to Make More Money(MMM) from Each Job” absolutely will MMM for you!  BUT most of them do require more (highly profitable) time to be spent in the home.  So our MMM #4 tip is to on average …

Book one less job per day!

Whoa!  Isn’t booking less jobs per day going to Make you LESS Money instead of More Money?  No.  Most carpet cleaners book their employees (and themselves) way too tight!  This leaves little time to “upsell” additional services and even LESS time to DO the actual work you sell!  So try this TIP next week:  Simply restrain yourself from cramming in “just one more job” and my guess is you (and your technicians) will have:

1.  More time to display a “sincere attitude of care and concern” with the home owner- SFS attendees learn that 80% of how the client decides if you did a “good job” or a “bad job” is based on how they FEEL about the person actually doing the work.  So want to MMM on each job?  Then slooooow down and deliver positive Moments of Truth that will create a Cheerleader customer. Once you have developed this Cheerleader you’ll have…

2. More time to “consult” with your client- Cheerleaders don’t need to be “up-sold”.  In fact, they are eager to spend more money with your company IF they know about the services you offer. (I always loved watching a homeowner-technician relationship morph into a “caring consultation”.)  Of course, you also need new clients and a great way to get them is to have …

3. More time to do “same day” and “next day” jobs- I always cringe when carpet cleaners brag about being “booked solid” three weeks out.  Some of my best clients originally came to us when we “fitted them in” at the last minute.  By leaving some “flex time” open each day we gained this “urgent business” plus we had …

4. More time for emergency water losses- It is all about fast response in restoration and if you are facing an over-booked week with 12 hour days well … enough said!  And finally by not overloading your employees they will have…

5. More time with their families. Sure, techs want that big paycheck overtime brings in.  But constantly overworking your people burns them out.  So raise your prices, book them one less job per day and dramatically increase their “up-sell bonus”.  The result?  Everyone will MMM, your techs will have an “energy reserve” for emergency work and your clients will love you because … you and your people are spending more time on each job!

Steve Toburen

PS: Many SFS members originally questioned my sanity when I proposed this “Book One Less Job Per Day” concept!  So go ahead!  Beat me up in the comments section below…

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

Also new this week:

• New “Commercial Carpet Analysis” Form
• Is Best Buy dying?
• Cleaners AND restorers: Sell more protector!
• “How can I build up carpet cleaning in my janitorial business?”
• Class reviews from January, 2012 Tampa Bay SFS Seminar

Related posts:

1. Pre-orient/ educate your carpet cleaning clients
2. Help yourself by helping your client!
3. What can I do when my client is “wrong”?
4. How NOT to fix a client’s carpet cleaning complaint
5. How can I get my carpet cleaning techs to upsell?

Article source: http://feedproxy.google.com/~r/SFSquicktips/~3/Jzmx54ICvus/top-ten-4-make-more-money-by-booking-less

So, tell me how you go about training a new employee who knows NOTHING about cleaning carpet, upholstery or hard surfaces..

Whats do you cover on the first day?
How soon do you put the wand in his hands?
How do you not overwhelm them with info to so or fast?
Does safety get covered all at once or as you go?
Do you have study manuals or cheat sheets?
At what point would you turn him on to MB?
What about training for customer interaction?
Do you take them to rug, carpet, tile and upholstery shops to browse? When?
IICRC classes?
When do they learn about how the Truckmount really works?

and on and on…

Read the great answers I received here..

I received a series of emails and calls this week from two different fine fabric specialists about gross contamination of cushions on upholstery.  Specifically vomit and urine.

In each case, a guest in the home was the source of the “contamination”.  The major difference in each was not the contaminant, but the type of fiber in the fabric, the value of the furnishing to the customer, and the risk the cleaners were taking.

In each case a high volume of body discharge saturated into the cushion foam, requiring the recommendation that the cushion foam be replaced. It’s the easiest way to solve that part of the problem, more healthful, and the likelihood of success is the best.

However, that leaves the dilemma of how to treat the saturated upholstery fabric which retained absorbed quantities of the discharges without causing fabric damage.

For step by step procedures, read more…
http://www.ecleanadvisor.com/public/906.cfm

Article source: http://www.jimscleanchat.com/when-bad-things-happen-to-good-cushions/

The biggest fear most rug cleaners have regarding rugs is that the rug might bleed while in their care.

Bled Afghan rug.

The fact is, with proper training and the right tools and solutions, even the most fugitive dyes in a rug can be successfully cleaned…

…you just need to know what you are doing.

And interestingly enough, the biggest bled rug disasters I’ve seen in my career have been when cleaners have brought me rugs that they should have not cleaned in the first place, and they could have avoided their disaster through the simple step of doing a proper dye test.

If you do not know know how to do a proper dye test, here is how I do one.

Lisa’s Dye Test Video Clip

I use hot water for my test, but you can also use a high pH spotter. And if the dye bleeds when you test with either of those items, you need to test with your DYE STABILIZER solution to make sure you can safely clean the rug. If it bleeds with your stabilizer, you are in trouble.

My latest article in Cleanfax Magazine on Why Dyes Bleed is down below. I’ve linked to the entire PDF article so that you can print it out to reference. All of the photos of bled rugs are real rug disasters from cleaners who did not know that the way they were cleaning the rugs was going to ruin them. Unfortunately they were all very expensive mistakes… much more expensive than paying for proper rug training would have been.

Hopefully this helps explain any past dye migration challenges you have had, and gives you some insight to avoid disasters in your rug cleaning business.

Happy Rug Cleaning!

- Lisa

P.S. Looking for more rug care training? Jim Pemberton and I have the most comprehensive real-world textile program in the industry for oriental rug and fine fabric care. If you want to be a Textile Pro, take a look at the details on our Textile Pro page.
Cleanfax – Why Dyes Bleed

Article source: http://www.rugchick.com/2012/02/rug-dyes-what-makes-them-bleed/

Posted on 14 February 2012. Tags: fire and water damage restoration business resource, in the home script, increase carpet cleaning ticket total, inspections, marketing carpet protector, marketing scotchgard, scotchgard, scotchgard sales, Spot and Spill warranty, upselling, water damage restoration

We’ve been clicking off my “TOP TEN Ways to Make More Money (MMM) From Each Job”:

TOP TEN MMM Idea #10: Charge more.

TOP TEN MMM Idea #9: Travel smarter

TOP TEN MMM Idea #8: Get more efficient

TOP TEN MMM Idea #7: Pre-orient your clients on how they can buy more

TOP TEN MMM Idea #6: Offer “add-on services” that are “special niches”

Now for my “TOP TEN Smart Ways to MMM From Each Job” Idea #5:

Sell Protector (Duh!)

NEWS FLASH! “Re-applying” carpet protector is absolutely the fastest, easiest and best way to Make More Money from each home you clean. Check out our SFS tips below on HOW to sell more protector. But first a gift for our readers who primarily offer restoration services. (I’ve been neglecting you lately!)

A bonus “Restoration QuickTIP”: Always “re-apply” (and charge for) protector with the final carpet cleaning after a fire or water loss.

NOTE for restoration contractors: Did you know there is an Xactimate line item for protector application? Write it down! CLN-FCCPC (Depending on your location Xactimate currently allows $0.16- $0.20 per foot for protector application!) So how much money have you LOST by not automatically reapplying Scotchgard?

The easiest way to sell more protector at each residential job? JUST ASK as in, “Would you like me to re-apply the Scotchgard finish today?” Be honest now: How often do you kick yourself as you drive away? “Oh no, I forgot to ask her about Scotchgard!”

Here’s a few more MMM ideas with carpet protector:

1. Quote just one price INCLUDING the protector in your pre-inspection. Just calmly state: “The total price to clean and reapply protector will be …” See what happens! Remember it is easier to come down than painfully “sell up”!

2. When the home owner shows you a spot simply ask: “Do you remember if the last time you cleaned the carpets the Scotchgard was reapplied?” BINGO! (Now your “Scotchgard Question” will be percolating away in her mind!)

3. Include a FREE 12 Month “Spot and Spill” Warranty on every protector application. (Your protector sales will double but less than 1% of home owners will ever use the service!) Even better, offer your 12 Month “Spot and Spill Warranty” to retail carpet stores. Check out my John Mapes interview.

NOTE: Not offering Scotchgard yet? Get started with this killer offer on Scotchgard just for our SFS website users!

Steve Toburen

PS So what are your “protector selling” TIPS?

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

Also new this week:

• “How can I build up carpet cleaning in my janitorial business?”
• Class reviews from January, 2012 Tampa Bay SFS Seminar
• TOP TEN “How to Make More Money” #6: Develop “synergistic services”
• Groupon 2012: Is it for carpet cleaners?
• Can a carpet cleaner survive in a rural area?

Related posts:

1. Give your carpet cleaning technicians the tools to sell more carpet protector
2. Up-Selling Scotchgard on the Home Front
3. Never “oversell” the Scotchgard application to your residential carpet cleaning customers
4. Dramatically increase your carpet cleaning profits with this “protected with Scotchgard” question!
5. So is applying Scotchgard protector worth the headaches?

Article source: http://feedproxy.google.com/~r/SFSquicktips/~3/JickEMDSfzM/cleaners-and-restorers-sell-more-carpet-protector

Lately I’ve been talking to cleaners in my age group (mid 50’s) who are looking beyond the time in their life when they are willing (and able) to push a wand in homes and commercial establishments. Most cleaners in my age group who aren’t prepared to hire young men to do this work, and are either unwilling or unable to sell their business as it is are now contemplating how to move into this next stage of their life.

Many of these men have thought that setting up a “rug and fine fabric cleaning” shop would be a sensible and more importantly a rewarding way to move into a business model that is both profitable and that the work is self paced.

If you are contemplating this sort of long term move, you should consider this:

I have often heard Lisa Wagner, a recognized rug cleaning expert (and my Textile Pro training partner), say that to be successful at rug cleaning, you have to love rugs.

I’ve been pondering her view of “loving rugs”, and what it means:

In Lisa’s view, you can’t look at rug cleaning as a high product “dollars per hour” enterprise, such as you might with wall to wall carpet cleaning. Instead, to take the time to do detail oriented stain removal, fringe cleaning, texture restoration, etc, you need to enjoy restoring what is, in many ways, a work of art.

In my experience with fine fabric upholstery and leather, I think that same level of attention to detail for the love of restoring something beautiful is just as important, even if the item itself is not an individual work of art, like handmade rugs are.

For the sake of simplicity, I’m going to put all three items together under the category of “fine interior décor”.

Owner/operators who have long taken pride in doing their best at their craft in stain removal, odor removal, and cleaning of wall to wall carpet should find that becoming a “Fine Interior Décor” restoration expert – even more rewarding in this next phase of their business life.

If you have that combination of true enjoyment in being a “cleaning craftsman”, as well as the need to create a service business that suits the needed lifestyle changes age brings upon you, you just might consider opening a small, in plant cleaning service for rugs, fine fabrics, leather, and other “Fine Interior Décor” assets.

For more information about how you might create such a business model for yourself, go to…
http://tinyurl.com/texpro

Article source: http://www.jimscleanchat.com/you-gotta-love-this/

Posted on 07 February 2012. Tags: add-on sales, additional cleaning services, carpet cleaning marketing, deck renovation, diversification, garage floor cleaning, increase carpet cleaning ticket total, niche marketing, pet odors, pets, sales, tile and grout cleaning, upholstery cleaning

Here are the four “TOP TEN Ways to Make More Money (MMM) From Each Job” we’ve covered so far:

TOP TEN MMM Idea #10: Charge more.

TOP TEN MMM Idea #9:  Travel smarter

TOP TEN MMM Idea #8:  Get more efficient

TOP TEN MMM Idea #7:  Pre-orient your clients on how they can buy more

Now for my “TOP TEN Smart Ways to MMM From Each Job” Idea #6:

Find a “special niche” to offer when on-site cleaning the carpets.

In fact, this “synergistic service” might wind up becoming the “Tail that wags the dog”!  Some add-on services are so profitable that they may become your primary business and you’ll offer carpet cleaning as a sideline!  Here’s a few niche options …

1. Offer “Deck renovation”-  With your truck mount’s high pressure washing capability you already have most of the equipment you need. Just add Jon-Don’s Advanced Peroxide Cleaner. Even I was impressed by this video.

2. Add “Garage concrete floor restoration”- You may already have your truck mount hoses running through your client’s garage. Why not clip in your spinner and ask the home owner, “Would you like me to do a free test area?  Go ahead- pick out the worst area!” SOLD! Many of our SFS members are charging 75.00 to 150.00 to restore the “open areas” in a 2 car garage. Time required? 20 to 40 minutes- NICE! Check out this video of Big Billy Yeadon restoring a nasty garage!

3. Become a “Pet Odor Specialist”-  Let your competition snarl and fight over the low-end carpet cleaning market.  You can differentiate yourself by specializing in the high profit world of removing pet odor. Bill Yeadon dishes out the secret how-to in his Pet Problems? I Smell Money Special Report.

Remember, you “fly empty- you fly full”. So one of the best ways to “Make More Money” From Each Job is do more work while you are there anyway! One reason you’re not doing this now is because your client doesn’t know what you offer! (Just in case you missed last week’s QuickTIP!)

Steve Toburen

PS  So what extra “synergistic services” do you offer to your customers?  Please share your thoughts in the comments section below.

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

Also new this week:

• Groupon 2012: Is it for carpet cleaners?
• Can a carpet cleaner survive in a rural area?
• TOP TEN List Idea #7: Pre-orient your client on how to spend more!
• New Water Damage Customer Interview Form
• “How should I pay an outside sales person?”

Related posts:

1. Adding this “Extra Services Check List” will promote carpet cleaning up-sells!
2. TOP TEN List Idea #7: Pre-orient your client on how to spend more!
3. “Spinning for Profits” by renovating your customer’s garage floor!
4. Should carpet cleaners advertise in the “services section”?
5. How to skillfully pitch your commercial carpet cleaning services

Article source: http://feedproxy.google.com/~r/SFSquicktips/~3/kKm9WkD2THE/top-ten-list-idea-6-develop-synergistic-services

Posted on 07 February 2012. Tags: add-on sales, additional cleaning services, carpet cleaning marketing, deck renovation, diversification, garage floor cleaning, increase carpet cleaning ticket total, niche marketing, pet odors, pets, sales, tile and grout cleaning, upholstery cleaning

Here are the four “TOP TEN Ways to Make More Money (MMM) From Each Job” we’ve covered so far:

TOP TEN MMM Idea #10: Charge more.

TOP TEN MMM Idea #9:  Travel smarter

TOP TEN MMM Idea #8:  Get more efficient

TOP TEN MMM Idea #7:  Pre-orient your clients on how they can buy more

Now for my “TOP TEN Smart Ways to MMM From Each Job” Idea #6:

Find a “special niche” to offer when on-site cleaning the carpets.

In fact, this “synergistic service” might wind up becoming the “Tail that wags the dog”!  Some add-on services are so profitable that they may become your primary business and you’ll offer carpet cleaning as a sideline!  Here’s a few niche options …

1. Offer “Deck renovation”-  With your truck mount’s high pressure washing capability you already have most of the equipment you need. Just add Jon-Don’s Advanced Peroxide Cleaner. Even I was impressed by this video.

2. Add “Garage concrete floor restoration”- You may already have your truck mount hoses running through your client’s garage. Why not clip in your spinner and ask the home owner, “Would you like me to do a free test area?  Go ahead- pick out the worst area!” SOLD! Many of our SFS members are charging 75.00 to 150.00 to restore the “open areas” in a 2 car garage. Time required? 20 to 40 minutes- NICE! Check out this video of Big Billy Yeadon restoring a nasty garage!

3. Become a “Pet Odor Specialist”-  Let your competition snarl and fight over the low-end carpet cleaning market.  You can differentiate yourself by specializing in the high profit world of removing pet odor. Bill Yeadon dishes out the secret how-to in his Pet Problems? I Smell Money Special Report.

Remember, you “fly empty- you fly full”. So one of the best ways to “Make More Money” From Each Job is do more work while you are there anyway! One reason you’re not doing this now is because your client doesn’t know what you offer! (Just in case you missed last week’s QuickTIP!)

Steve Toburen

PS  So what extra “synergistic services” do you offer to your customers?  Please share your thoughts in the comments section below.

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

Also new this week:

• Groupon 2012: Is it for carpet cleaners?
• Can a carpet cleaner survive in a rural area?
• TOP TEN List Idea #7: Pre-orient your client on how to spend more!
• New Water Damage Customer Interview Form
• “How should I pay an outside sales person?”

Related posts:

1. TOP TEN List Idea #7: Pre-orient your client on how to spend more!
2. Adding this “Extra Services Check List” will promote carpet cleaning up-sells!
3. TOP TEN List Idea #9- Travel smarter.
4. TOP TEN List Idea #8: Get more efficient on the job.
5. “Spinning for Profits” by renovating your customer’s garage floor!

Article source: http://feedproxy.google.com/~r/SFSquicktips/~3/kKm9WkD2THE/top-ten-list-idea-6-develop-synergistic-services

speaking of trailers…
I’ve have one custy in a trailer park .
She lives in a OLD 12x 60 trailer.

Dottie’s in her early 70s and has been a loyal custy for nearly 20 years .
Paying us $126 for two postage stamp sized rooms ..twice a year Spring and Fall like clockwork .
All the upl every two years (our upl prices aren’t cheap either)

Dottie fell on serious hard times within the last several years.
The title agency she worked for closed down 6 years ago..job prospects for a senior citizen are slim.
She still called us twice a year

three years ago, her husband Henry was unable to drive truck anymore due to health reasons…can’t pass the DOT physical due to high blood pressure.
He’s been working a low paying security job

She still called us twice a year

Then the bottom really dropped out ..Dottie was diagnosed with terminal lung cancer two years ago.
She’s lived a year and and half longer than the doc’s told her she would..but due to med costs, she’s broke and can’t have her carpets cleaned
(we do her daughter Judy’s carpets too, who also schedules twice a year… that’s how i know)

“Judy, tell you’re mom we’ll be over to clean her carpets after we’re done with yours for NO CHARGE”

Dottie has gotten 3 free cleanings .
i don’t expect to see her this Spring by the looks of things when we were there last Fall.
If the tough Old Bird is still kicking, she’ll get her Spring clean FREE too

the moral of the story?
Doesn’t matter how long or short your hose is, some trailer park custys are damn fine accounts

..L.T.A.

In my conversations with cleaners, and my observations of current trends of protector sales and purchases, its become clear to me that the sales of protector after carpet and upholstery cleaning continue to decline.

Some industry persons point to current economic conditions, but based on what I’ve observed, I believe its much deeper than this.

Consider the events of the past decade. Could it be . . .

Health Issues?
* A “warning letter” is sent to consumers nationwide from a labor group that had a conflict with a major protector manufacturer. Regardless of the motive, it put fear and doubt into the consumers’ minds about protector safety. It also created fear and doubt in the minds of many cleaners!

Lack of Clarity From Carpet Industry?
* Carpet manufacturers state that carpet protector is no longer necessary on carpets made from their new fiber technology, and/or that they incorporate new protector technology at the manufacturing level.

Inferences were made in print, and said verbally by uninformed carpet salespeople that the application of protector might even void a carpet warranty. This obviously impacted consumer purchases of protector, and also frightened cleaners into not offering protector at all; since trying to determine what type of carpet anyone owns is nearly impossible without exhaustive research and availability of documentation.

Cable Advertorials, Pitchmen Super Guarantees?
* The prevalence of consumer owned carpet cleaning machines and spotting machines have lessened the fear of spills and soiling between professional cleaning.

Changing Marketplace?
*The higher percentage of hard surfaces in homes, thus limiting the amount of available carpet that can have protector applied.

While many of the upscale consumers are experiencing real or imagined financial pressures, I won’t accept the “bad economy factor” as a major contributor to this trend because of increasing sales of hard surface cleaning services, rug cleaning services, and deodorization and decontamination services.

These are, of course, simply my observations and opinions gathered from my experience and perspective. I would appreciate feedback from those who read this regarding your observation of trends in your market area.

Please feel free to email me with the form below:

Article source: http://www.jimscleanchat.com/protector-sales-declining/