Dolly Llama
Number 5
I'm not
i think it's great.
anything that improves the image of this biz is a good thing
..L.T.A.
It's official!
- Thread starter Greg Cole
- Start date
I'm not
i think it's great.
anything that improves the image of this biz is a good thing
..L.T.A.
Desk Jockey
Member
That's awesome BUT it could also be those people that were dissatisfied were just enough not to use you again and not enough to say something bad about you. I on the other hand don't mind saying something bad about you!
Seriously my point is Greg even in the future will have more dissatisfied clients than we ever will. Is it because he is a shitty cleaner (maybe
)? No its the volume of work they produce compared to what we do. 30-years DAMN you're an old fook! LOL
Doug Cox
Supportive Member
Well, Greg has those customers also. I realize when you throw employees or subs into the mix, that is bound to happen but , correct me if I'm wrong, Greg has always denied his company has done shoddy work.
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Greg Cole
Member
Correct, I have denied it and will continue to do so. The price dictated the level of service. The business model handcuffed the prices I could charge and how I had to advertise. Solution = change almost all aspects and improve the level of customer service from the girl answering the phone to the cleaner.
Time will tell.
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Time will tell.
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Doug Cox
Supportive Member
I wish you well, Greg. I sincerely hope it works in your favor.
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Becker
Member
Thats funny.. I adopting your old formula of pricing.
Wish me luck.
Wish me luck.
mirf
Supportive Member
Atlanta is a tough area to drive in. Will the change also help in that area with less travel time.
SamIam
Member
Here's the thing Greg, Like my Dad would probably refund or reclean any customer that was unsatisfied to his knowledge.
Thus making the quality of what they do 100% satisfaction or money refunded.
The upsell factor every cleaner here gets hit with! We go to a job and there's a ton of pet urine, We'll recommend treating the urine and everyonce in a while I'll hear "there's the gimmick."
We politely inform the customer everything we do for our price and that while we can still clean the carpet, pet urine and stains require more care.
But it seems like most customer who've been bitten are defensive until they find out your not a salesmen or a nickel and dimer.
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Thus making the quality of what they do 100% satisfaction or money refunded.
The upsell factor every cleaner here gets hit with! We go to a job and there's a ton of pet urine, We'll recommend treating the urine and everyonce in a while I'll hear "there's the gimmick."
We politely inform the customer everything we do for our price and that while we can still clean the carpet, pet urine and stains require more care.
But it seems like most customer who've been bitten are defensive until they find out your not a salesmen or a nickel and dimer.
Sent from my iPad using Tapatalk HD
Customers could care less what it takes to get it clean or for that matter how ya do it, they just want to see an improvement and quick.
Cut the BS, if you didn't get it clean the first time why the heck would someone want you to do it again.
Price it to clean it an quit picking it apart so much, confusious george.People want simplicity.
juniorc82
Supportive Member
I have never been a fan of different levels of cleaning. Human nature tells me that most customers will choose the cheapest option and may not be happy with what they get because the floor may have needed a " deep cleaning". In my opinion unless it has to do with pet urine or a very clear extenuating circumstance the customer should be paying for a clean carpet. I understand that when you run a multi truck deal you have to assembly line everything but at the end of the day you should be able to leave some element of discretion up to the tech. I would have did the all inclusive pricing from the get go, the levels of cleaning just seems to shifty and bait and switch like for me. I will say however I would like a more calculated way to estimate the moving of furniture
idreadnought
Supportive Member
Interesting Greg, As you know I have never busted your balls for your pricing structure or your business model. Matter of fact I thought people that complained were being petty. Lets face it, you go to mcdonalds for a certain quality of service and food, your business model fit the need of your customers or you never would of grown it to the size you are.
I am also in the camp of starting another company. I think the risk would of been much lower and the growing pains much more manageable. That is my opinion, however I am sure you spent much more time on the logistics than I have spending 3 minutes as an armchair Quarterback.
With that said, I wish you the best of luck on your new business model. And again I want to thank you for taking the time to speak at mikeyfest. I took notes and implemented several of the strategies you shared with great success. Actually I will put it bluntly, the strategies I put into place have done so well I hesitate to mention them by name because of lurking competition.
I am also in the camp of starting another company. I think the risk would of been much lower and the growing pains much more manageable. That is my opinion, however I am sure you spent much more time on the logistics than I have spending 3 minutes as an armchair Quarterback.
With that said, I wish you the best of luck on your new business model. And again I want to thank you for taking the time to speak at mikeyfest. I took notes and implemented several of the strategies you shared with great success. Actually I will put it bluntly, the strategies I put into place have done so well I hesitate to mention them by name because of lurking competition.
davegillfishing
Supportive Member
Good for you on making the change..when I started my business my p,an was slow grown and quality work..that makes my retention and repeat work very high and real..
It's a slower path but much more stable in the long run
Our customers are extremely loyal and the rate of repeat makes the cleanings easier..75% get done every 6-8 months
When Michel sends out the reminders she pulls out the ones that already got done or are scheduled..it's usually well over 1/2 the stack lol
Enjoy the ride
Doubt I could add anything to your plan but if you ever want to bounce something off someone universal feel free to ring me
Dave 904-483-7307
It's a slower path but much more stable in the long run
Our customers are extremely loyal and the rate of repeat makes the cleanings easier..75% get done every 6-8 months
When Michel sends out the reminders she pulls out the ones that already got done or are scheduled..it's usually well over 1/2 the stack lol
Enjoy the ride
Doubt I could add anything to your plan but if you ever want to bounce something off someone universal feel free to ring me
Dave 904-483-7307
Shane Deubell
Supportive Member
- Joined
- Jun 30, 2011
- Messages
- 4,052
He is just another poster, can't greg just blend in like the rest of us jokers.....
TomKing
Supportive Member
Steve Toburen
Supportive Member
- Joined
- Oct 23, 2006
- Messages
- 1,912
- Name
- Steve Toburen
Wow, Greg. Billy and I are honored... seriously.
So how did Thursday's "Changeover Meeting" go? Curious minds want to know. (I'm not sure any SFS member has done this transformation on such a large scale and I'd really like to get your input on it.)
Steve
PS Greg, I can't remember if we has this Residential "Moment of Truth" sheet available when you last attended SFS. It is a one page step-by-step guide for techs in the customer's home and might be useful for your training. And speaking of training here is the Value Added Orientation Guide we used. Hopefully these two resources will give you some ideas. Best wishes!
Kevin B
Member
Good for you Greg! Ultimately, who cares what everyone else thinks? They dont pay your bills. I am in the start a second company camp also.
Dmreed4311
Supportive Member
Will you still charge extra for Berber?
Greg Cole
Member
Zee
Supportive Member
Good for you Greg....
But I can't just leave it at that: with your quote here you are addmitting that charging more for Berber and saying it has to be "dry cleaned" was bullsheeet...right? It kind of sounds like that.
I am glad for your attempt for this change on your business!
Greg Cole
Member
Art Kelley
Supportive Member
It is of course terrific news, especially for CC consumers in the Atlanta region. One less company stuck in the endless cycle of crap work, low customer retention, and huge advertising costs to gain new clients. But there are many unforeseen consequences when one tries to make their enterprise a legitimate business, as Mario Puzzo so artfully demonstrated:
http://youtu.be/UneS2Uwc6xw
http://youtu.be/UneS2Uwc6xw
Mikey P
Administrator
Greg I really hope you continue to update us how this all works out.
I think its a monumental and inevitable evolution of your business and I'm very grateful you've included us along for the ride so far.
In six months I'll have Fred who lives in Atlanta use your company for a real MB live Hot Seat.
I think its a monumental and inevitable evolution of your business and I'm very grateful you've included us along for the ride so far.
In six months I'll have Fred who lives in Atlanta use your company for a real MB live Hot Seat.
Lee Stockwell
FOJL
Berber will be one of your easiest challenges. It is easy to clean with the right people and tools. Actually not a BIT harder than average.
More than 75% of my work is repeat, year after year. As you systemize that your marketing can go a whole new direction.
Ron Werner
Member
is your model going to follow the guy that cleaned any house any size for $200? he included special spotting and urine treatment and it was for all soil levels
Goomer
Member
I gotta say, Greg's got some pair.
It takes a lotta balls to make the decision to change his business model as he did, and even bigger ones to let this peanut gallery know about it.
Kudo's on having the cullione's.
It takes a lotta balls to make the decision to change his business model as he did, and even bigger ones to let this peanut gallery know about it.
Kudo's on having the cullione's.
"From here out all carpet must be Pre-Vacced with a Kirby and edged with a back pack vac. Pre-Sprayed with my 5 formula mix. Pre Scrubbed with a Cimex I don give a fook if there are 4 flights of steps. Acid Rinse with a glided wand. Posted padded with a Cotton Pad delivered only by a Orbot. Carpet protector applied and Groomed In With a brush. Air paths set in every room. Are we all in ??!!! " -Steve Dobson Head Tech Trainer Pro Carpet First Company Meeting 2014
Gotta hand it to ya. That was pretty slick right there : )
