Two weeks ago our resident pork farmer summed it up beautifully with his pithy (pissy?) post:
"Let's be honest here. There is a serious disconnect between what a customer expects, and what BB cleaners think they want. Folks like Ken understand that.
Idiots like the rest of us just keep posting."
Folks, we are selling a SERVICE. The value of any service is determined by the customer's Perception of Value. When carpet cleaners start to build their procedures (and hire their employees) by looking through the eyes of their customers is when they grow. (In no way am I suggesting doing marginal work. But in the real world you do hit the point of diminishing returns.)
Steve Toburen CR
Director of Training
Jon-Don's
Strategies for Success
PS I've had the privilege of having both Howard and Ken in our
SFS seminar. (I think Ken has attended
SFS two or three times- slow learner you know!) Both of them are intelligent and articulate business managers who have built great companies and in the process helped hundreds of people provide for their family. I think it is called the American Dream.
I find it amazing that Ken, Howard and other successful entrepreneurs need to defend their accomplishments here in our little internet world. Just look how many times in just the thread above how Ken had to "defend" himself and his company. If we are not careful one of these days Ken will simply fold his tent up and ride away- and this board will lose possibly its most valuable member.
PPS On edit (and upon reflection) I don't think I ever answered your original question, Mikey. (It got lost in my rant!) Yes, there are customers that will pay for quality work as THEY perceive it. (And no- we are not talking smoke and mirrors here.) We have around 2,000
SFS members. My guess is maybe 50 or so are running operations with ten or more trucks. Many more are in various growth stages with five or more trucks. And of course some may still be- by choice- on the truck. No problem.
I think Bob Dylan made one of the most pithy and succinct comments ever on success: "A man is a success if he gets up in the morning and goes to bed at night and in between gets to do what he wants to do." I would add that an individual who has achieved this state and is secure in this accomplishment does not feel the need to attack someone else's definition of success. (When was the last time anyone saw Ken putting down some ones decision to stay working on the truck?)