Wednesday, March 13, 2013

Announcing Cleaning Business Today

The blogging has gotten quiet becuase I have been working on an even bigger project.  I am excited to share some big news with you! In April, we’ll be launching Cleaning Business Today, a free monthly digital magazine for cleaning professionals. CBT’s articles will provide actionable information and analysis on a wide range of business and cleaning topics. We’ll cover startups, operations and finance, leadership, sales and marketing, technology, and innovation as well as offer industry news and events, useful infographics and a product spotlight. We’ll inspire you with success stories and enlighten you with expert advice on your cleaning questions.

 


We plan to tackle other important issues with a unique perspective that gives you, the cleaning professional, information that improves both your business and life. Throughout the year, we’ll be looking at topics such as marketing for the slow season, using GPS technology in your business, balancing life and work, the ROI for sustainable business and cleaning practices, cleaning for health, building customer loyalty, and so much more. We look forward to interacting with our subscriber community around these important conversation starters, so look for CBT to be much more than pages in a magazine. We want to be thought leaders who help facilitate changes that will benefit all stakeholders in the residential cleaning industry. We hope you’ll join the conversation.
www.cleaningbusinesstoday.com

Derek Christian
My Maid Service
ACS Commercial Cleaning

Cleaning Business Today

Friday, November 9, 2012




I am going to offering a class on how to develop a strategy for 2013 that will really work and how to use it through out the year.   We will start with 5 hours of webinars to walk you through the process of creating a real and actionable business plan including sharing the templates I use.  Then I will have a one on one meeting with each person to help them finalize their personal plan.   But a plan you do not review and make adjustments to is useless so we are going to meet as group every 3 months to review where everyone is versus their plans to discuss as a group what course corrections that may need to be made.   Because of the interactive nature of the class I am only doing 15 people in a class.   If you want more information go to the link below.

http://www.isetoday.com/Courses/Market-Strategy-and-Planning.aspx


Tuesday, November 6, 2012

My thought on the election as a Residential Cleaning Business Owner


It is probably too late on this election day to change any votes but I felt the need to explain why despite my substantially left view on social issues I voted Republican.   Partially to my own wife who sometimes wonders what happened to that liberal 22 year old who was going to save the world that she met inn college.  Most people do not have the experience of being a business owner so it is hard to understand so I wanted to provide some very specific reasons.  

Here is a short explanation.  I am in a meeting of other business owners on this election day.  We are spending a great deal of our time, mental abilities, and money trying to find ways to grow our business without adding any employees.  I know a statement like that can be taken out of context and makes us sound like the evil businessmen in the advertisements.   But here is the truth.  I made a good living working in corporate America.   If money is all I cared about I could have stayed there and done just fine with a lot less stress and a lot more time off.  The single thing I enjoy more than anything else in owning my own business is coaching and developing my employees.  When my dad died and seemed like every employee in the company came to his funeral and they all came up and told me stories of how he encouraged them to get go back to school, to take jobs they did not think they could handle, and otherwise pushed them to be better people than they believed they could be I realized that is what I wanted to do that.  My dad died almost 10 years ago and one of his employees promised to take care of my dad’s prized car and to give to his newborn and at the time only grandchild as a birthday present when he turns 16.  One of my dad’s employees was so touched by him that he promised to keep a 16 year vigil.  That is pretty darn cool and that was my role model.   I want people to tell Lindsay those stories about me when I am gone.  A lot of my employees have never had someone believe in them or trust them.  When you give them that trust and some coaching and skills it is amazing to watch them grow in every way imaginable.  Selfishly I take great almost parent like joy when I see my people grow up and improve their lives, move their kids into better schools, and turn around a family story of failure and poverty while working for me.  

So how is it that a person that has a core value and belief in hiring people and developing them now sitting in a room trying to figure out how to not hire anyone?    Over the last four years of owning my business it has become increasingly more difficult, expensive, and personally risky to have employees.   Allow me to give you the most crystal clear example of a policy implemented under the Obama administration that makes me not want to hire anyone. 

Under this administration the Equal Employment Opportunity Commission has issued new guidelines that state screening for employment using a criminal background check can be considered discrimination.   The EEOC says that I need to take into account how long ago the crime was committed, how that crime may effect the job for which they are applying, and I need to allow them to explain the circumstances of the crime.  That does not sound that unreasonable at first glance but that is because the people who wrote those rules have no experience in hiring people.  Here are some facts.  Theft in particular is hugely under reported.  Most people think the police will not bother with it and most employers do not want the bad press.  If theft happens the employer will often fire the person and pay the victim to just make it go away.   If there is one theft conviction there is often more like 10 – 20 times it happened before someone actually bothered to press charges and it could be proved.   Second, over 90% of all cases are settled in a plea agreement which usually results in the person being charged with accepting a lessor charge.  If I run a background check and it says possession of stolen property, 19 times out of 20 it means it was a theft or burglary charge and they plead down to possession.   I do not have access to any of this information as these cases are normally sealed.  When I run a background check all I get is the date and what they were convicted of.   I can literally only see the tip of the iceburg and have to guess what is under the surface.  The EEOC says I have to let this person explain what happened.  They do not give me access to the court files.   They say I have to give the one person in the room that has been convicted in a court of law to have a disregard for the rules of society a chance to explain themselves.  

Now here is what you need to understand on the other side.  If one of my employees steals from you, I am liable.  If one of my employees assaults you or rapes you, I am liable.  This means I can be sued for my company and as a sole proprietor it means my house, my savings, and my family is on the line each and every time I hire someone because legally my business is me.  If I am found to have not properly screened my employee I can be found negligent which voids my insurance.  If I knowingly hire a felon and they commit another crime I am going to be found negligent by a jury.   I can literally lose everything from a single bad hire.   It is a huge leap of faith and risk every single time I hire someone.   And now my own government says it may be illegal for me to look at look at the one piece of 100% proven past behavior as a factor in my hiring decision.  Has the world lost its mind?

If I do not have you convinced lets look at the specific case that caused this new rule to be created.  This case came about because a man was fired from his job once it was discovered he had a 40 year old conviction for murder which he did not disclose and once it was discovered he was terminated.  He sued his employer for discrimination.   This man KILLED someone.  When I run his check the only thing I know for a fact is 40 years ago he killed a person and was convicted of murder meaning it was planned.  When as an employee do any of you want your boss to take the risk of hiring this man?  Remember I do not get access to all the court files.   But Derek it was 40 years ago, someone has to give him a chance.  Can you tell me when did he get out of jail?   I have no idea.   Do you?   Remember this is murder so he could have been locked away for a long time, he could have just been released.  What were the circumstances of the crime?  The only person I get to ask is the person convicted of killing another man who has every incentive to lie.  If I later terminate this man what could happen to me personally?   When should I be expected to not only risk my life’s savings but also literally my life and the life of every other employee to hire this man?  I know this sounds insane and you think I am making it up because in the current political landscape that is what people do is blow things out of context but I am not.  Google it.   Look at the EEOCs own website and read the case law that caused this ruling to be put into place.  This entire rule came about due to the lawsuit of man convicted of murder.   When as an employer is it ever acceptable for me to risk hiring this man?  If he eventually kills someone how can I ever live with myself because I wanted to “give him a chance”.   My vision for the stories being told at my funeral switches instead to visions of my trying to explain to some grieving family at the funeral of their loved one why I had to hire this person because of EEOC rules said I needed to give him a chance.  But my government has created a policy that says I have to legally take into account the fact it was 40 years ago and allow him to tell some story I cannot verify about how he was just defending someone else and he had a bad attorney and so on with no way to verify what is true.  I have one and only one fact, he was convicted of killing someone and if I hire based on the one provable fact I have, it is discrimination.

I can go on with other examples.   How the health care law scares the pants off me because no one can explain it to me because the rules are not yet written and it is only 14 months away.   I have this huge looming cost that no one can explain to me .  I can tell you stories of people cheating the unemployment system that will make you want to repeal the entire unemployment insurance program.   And disability?  How about the adult male on lifetime disability for ADHD.  Or the, I am not kidding here, 4 – 5 people a month that apply for a job but then ask to be paid under the table because they are on disability.   I run a residential cleaning service so I pull from the group of people on these programs and when you see how it really works and the tremendous amount of fraud and waste, it starts to make you more conservative by the day.   Or how some of the people I try to promote and start down that path to a whole new life and they will not accept the promotion because they will lose their benefits.   It is almost a weekly occurrence in my office that someone asks me to reduce their hours because once again they don’t want to lose their benefits.  I have said before my business would make a great reality television series and I wish you could all just experience what it is like for a week because it would be an eye opening experience.

So I have spent months reading daily Facebook posts and just being quiet as people I know and love post some really nasty things about Republicans and I just wanted to explain my views.   To be clear I wish there was a third choice because I think the Republicans are on the wrong side of many social issues.   But at the end of the day there is a lot of historic momentum on the side of things going the right way on social issues in my opinion.  Gays are going to get the right to marry.   Women are not going to lose the right to abortion.  My daughter is going to grow up with more liberal social views than me just as my generation did with the one before us and so on.  I don’t think any candidate can stop it, at worst they can slow it down a little.   If I really felt any of this was at risk I may vote differently but I don’t.  However as a person who is in the trenches as a business owner day in and day out I can tell you with all honesty the momentum is completely in the wrong direction when it relates to hiring and creating jobs.   The system makes good people not want to hire people and It is getting worse by the day.  I am person who’s greatest joy is creating jobs for my people and helping them to grow beyond their own expectations.  Yet because of the environment I am in, I am find myself spending a great deal of my time and resources trying to figure out how to not hire people for all the reasons outlined above.  That bothers me a lot.  And I think it should bother you too.

Thursday, July 5, 2012

Free Webinar on how to target market you residential cleaning service

I am sorry I have been pretty quiet recently.  I have been working on some new projects including the webinar below.  This is a free webinar I did for the Institute for Service Excellence on how to do target marketing for the residential cleaning industry.  This is a long webinar at an hour long so don't sit down to watch it unless you have some time.  I had a lot of fun.  This is a topic I really enjoy due to my background at P&G.

Marketing Webinar

Tuesday, May 22, 2012

You can either be right or you can be successful


About 6 weeks ago I had another VERY bad day.  It took a few weeks and a long vacation for me to get my head around it to write about it.   

We do our own carpet cleaning here and we have one carpet cleaner on staff.   On Friday morning our carpet cleaner called off.  We had two jobs we could not move, an apartment cleaning and cleaning one small chair for a very good customer.   I am an IICRC certified carpet and upholstery cleaner so I decided I would go do the two jobs myself.  In addition the woman we were cleaning the chair for is a very good customer.  We clean her home weekly and her business 5 nights a week.  In total she spends over $2,000 a month with my company and I had never met her.   I thought as much as I hate to be out carpet cleaning, it will be great to meet my client and I plan to knock her socks off and really do a great job on this chair, no expense spared and show my artistry.  So I hop in the van head out.

The first job is rather uneventful.  Carpet cleaning of an empty apartment and all goes well.  I get to my last client right on time.  It turns out she is not feeling well and tells her husband to show me around.  The chair we are cleaning is a very small old black recliner in the walk out basement.  The biggest problem is it is covered with white dog hair.  My team had just cleaned there earlier in the day so I asked the husband if we could move the chair outside where I would have better light, we would not have to drag hoses through the house, and as I brushed off the hair it would not resettle on the floor or furniture.   He agreed and said that sounded like a great idea.  I explained we needed water to make the carpet van worked and I asked if we could hook up the faucet in the back of the house and he said sure.  So I fill up my little bucket of what and I am cleaning the chair with a low moisture method using a sea sponge and foam.

So I am set up and I am cleaning the chair.  It is a beautiful day, the chair is looking good, I have a smile on my face and life is good.  I don’t clean very often anymore and I was enjoying doing a relatively easy job out in the 80 degree sun.   Then all off a sudden my client comes screaming out of the house and I mean screaming “How Dare you!”.   I am more than a little confused.   So I ask what I can help her with and she just keeps screaming at the top of her lunges how dare you.   Finally her husband walks out side and she switches to screaming “How dare you, you flooded my basement.”   Now I am really confused.  I am outside on the side of the house.  I don’t even have a hose in her hose.   I have a little bucket with about ½ gallon of water.  I have not even turned on the van yet.  I keep asking her to explain and finally after about 3 minutes of screaming the same two things she switches to “How dare you use my faucet?  Who told you to do that?”.  Her husband is now standing there and is saying “I told him to honey”.   She keeps yelling it and he keeps saying “I did honey.”  Now she switches  to “That faucet leaks into my basement, I just spent $10,000 fixing it and you just flooded my basement.  How dare you!”   OK, now I finally understand what is going on.   The outdoor faucet I hooked up to leaks into the basement.  She just paid someone $10,000 to fix the plumbing, pump out the water, and fix damage to the finished basement. 

So finally she switches to demanding “I want to speak to your manager give me the number of your company.”   “Ma’am I am the owner.  I am can help you with anything you need.  We have a carpet van right here, lets go check out the water and get it taken care of.”   She keeps demanding the number for the office and I keep saying I can give it to you but I am the owner and I am standing right here.  Finally she storms off yelling “Fine I will go look it up myself, I am so getting you fired, your incompetent.”  I look at her husband and say “I don’t  think she is hearing us.”  He agrees “no I don’t think she is.”  I find out later from my office staff that she called and demanded that every person in the company come out there this very instant and take care of the problem.  They also kept trying to tell her that I was the owner, I was there, and I was also an IICRC certified cleaner and restorer.  

Her husband and I finally go into the basement.  Sure enough there is probably 50 gallons of water on the carpet.  I have my carpet claw with me so I extract the water, spray some anti-microbial products, and set up some fans to dry it.  This is a clean water spill extracted within 15 minutes.   It should be fine within 3 or 4 hours.  

So things did not go at all as planned.  I had planned to impress this very important customer and instead it went very bad.   However I am thankfully for a few things.  First, I am glad we have a process and I followed it.  There is a reason we always ask if we can use the client’s outdoor faucet and this pretty much the perfect example as to why.   If I had not asked up front to use that faucet it would have been my fault when the basement flooded.  Because I asked up front I had covered myself with the client.  Second I did not lose my temper and just turn around and leave.   Remember this woman spends well over $25,000 a year with my company.   We can all agree she did not treat me very well but we also have to understand people are human.  There was a lot going on in this woman’s life. 

1.  That chair I was cleaning was supposed to be a gift for her father.  She was getting it cleaned for him.  He died 4 days earlier.  She decided to get the chair cleaned anyway and did not cancel the appointment.  (Thank fully I knew this going in because my cleaning tech is alert to her client and she warned me of this.)
2.  This woman had just spent $10,000 to fix this problem including the plumbing that obviously was not fixed very well.  A lot of the frustration I was on the receiving end of was because of this.
3.   I knew she was not feeling very well but only after it all calmed down did her husband explain she had a medical procedure that morning that had required she be put under.   She was literally still in twilight after surgery and highly drugged at the time.  She probably really did not hear what I was saying.

The next day this client did send me a note apologizing for what happened and explaining all her frustrations.  I have nothing but a positive relationship with her since then.  So I guess my point is we have to remember our clients are human.  There is so much going on in a client’s life we may not realize.  I think we can all agree it would have been perfectly reasonable for me to politely say “ma’am I am sorry your plumbing is leaking.  That is not something I caused.  I cannot stay here with you like this.”  And leave.  I may have also lost the client because she would have been stuck with a flooded basement on a Friday night.  My fault or not that would have left a mad taste.  This woman had lost her dad, was highly drugged, was in a great deal of pain, her basement was flooded, and she just paid someone $10,000 to make sure that never happened again.   I was just in the very much the wrong place at very much the wrong time.  Taking what ever she threw at me and helping her out of the situation that I had no duty to do so will probably make her a client for life.   I can also not say again how happy I am that we have procedures and we followed them.  That simple question of “I need to hook up the van to a water supply, may I use this faucet?” was probably the most important question I asked all year.

This also reminds me of one of my favorite saying with my employees.  "We can be right or we can be successful."  Sometimes the path to great service comes from helping the client out and not worrying about who is right and wrong.

Friday, May 11, 2012

Free Conference Call on Marketing

I am sorry it has been a few weeks since I posted.  I took a couple weeks and had an actual vacation.  I promise I will be writing at least once a week again.

I want to invite you all to a free teleconference on marketing I will be hosting for ARCSI on Tuesday April 15th.  This teleconference will be on the importance of selecting a target market and how to define yours.   I spent 12 years working for Procter & Gamble and they taught me the importance of clearly defined target markets.  No brand can be all things to all people.  To try to do so makes you meaningless.  This is why P&G owns multiple brands in many categories.  Each brand is for a unique set of consumers.  Pantene, Head & Shoulders, Infusium 23, Herbal Essences, Aussie, Sebastian, and Fekkai.  These are all hair care brands owned by one company.  Why wouldn't P&G just do one Mega Brand?  because then it means nothing.  When I say Herbal Essences you know it is a young fun brand.  When I say Head and Shoulders you know it is a Dandruff Shampoo.  When I say Fekkai, if you heard of it, you know it is an exclusive super premium brand.  If you have not heard of it, that is OK, your not supposed to have, that is why it is exclusive.   

It should be as crystal clear to your customers.  Your brand should stand for something unique and the first step of that is finding your target market.  This is the purpose of this call. 

You do need to register because we do limit the number of people on the call but there is no cost.  The link to register is below and I look forward to hearing you all there. 

http://www.arcsi.org/events/event_details.asp?id=230884

Saturday, April 14, 2012

Advice on how to select a vacuum for a professional cleaning service

I have been in Orlando at the ARCSI Executive Leadership Conference.  One of the vendors there, CleanMax, had a great variety of vacuums and I thought it would be a good chance to shoot a short video explaining some features and things to consider when buying a vacuum for a professional cleaning service. It also ties nicely into my work as part of the Institute for Service Excellence.  We have a whole chapter of our book and 90 minutes of the Home Cleaning Technician class dedicated to tools and equipment and this will give you a preview of some of the information we share in the class.