The vital importants that PACKAGING cleaning services makes in your desirability

What does PACKAGING of cleaning services really mean and how can it make such a huge difference in your success?

Packaging is one of those new buzz words you hear said with reverence in marketing circuits but wihtout anyone really bothering to explain what it means.

Another similar word, albeit a bit more seldom heard, is "productdizing."

Essentially they mean almost the same thing, namely that you take a very ordinary service which is widely delivered -- such as office cleaning, for instance -- and you develop into it various such parts, which the customers specifically want.

This sounds ridiculously simple and in a way, it is. But the secret lies in that it has to be done by someone who has no interest in either the customer's or the service provider's view of things -- meaning whoever does this, has nothing to win or prove for either side of the dispute.

For a DISPUTE it is between a cleaning company and the customer. It may be under the surface, but if there was NO dispute, they would never have needed to change cleaners. And if you had never been treated unfairly by customers, you would never lose one either.

HOW you package cleaning services is rather a complex story and inside information at that. 

But suffice to say that once you HAVE such a packaged service concept to offer to customers, they will see your service very much different from those of everyone else.

See, the trouble with cleaning is that customers don't really see a difference from one cleaning company to another.

And packaging is how you CREATE that difference, and guarantee that the difference is IN YOUR FAVOUR.

And when you have that, you can ask a higher price for your cleaning, because customers will definitely see you as the best option qualitywise. And if you remember WHY they are looking for a new cleaning company -- because the current one had POOR quality -- then you begin to see why it pays so well to package your services so customers are guaranteed to see you as the cleaning quality market leader in your area.

Spend a few minutes to get the facts and read our article on packaging contract cleaning services. I guarantee you will see something that will answer many questions regarding why it can be so hard to gets cleaning quotes accepted!

POWER OF POSITIVE THINKING

Are YOU THINKING yourself to recession?

There’s a funny thing on how the human mind works: You get what you focus on. In other words, if you begin to look at all that’s BAD in the world, life will become quite terrifying after a while. And reversely, if you concentrate on all that’s good and positive about life, you will find yourself being more hopeful than before.

As such, one might say that how you feel won’t change what’s going on in the world.

And one would be WRONG in saying so.

True, your positive viewpoint won’t necessarily influence the world at large, but it most definitely affects what happens TO YOU.

Good things happen to those who expect them and therefore LOOK for them also.

Good things don’t usually happen to whomever is certain they cannot occur, as he isn’t even LOOKING.

It is also important that you don’t begin to believe in negative generalizations, as those are not truthful as a general rule, but only base on some specific incident of disappointment.

Let’s look at one right here:

“Businesses looking for new contract cleaning are solely interested in getting as cheaply as possible”

Really? EVERY single business in this world is solely interested in the lowest price? They accept the lowest bid no matter how many negative experiences they’ve had doing so in the past?

I don’t think so…

Look-a-here: Just because so MANY businesses today do not hold cleaning work in high appreciation, and just because the majority of cleaning customers today are looking for the cheapest quote…

…does that mean that ALL are like that? That NOBODY is interested in quality work? That no-one has the ability and willingness to PAY WELL for a cleaning job well done?

I don’t THINK so…

Generalising oneself to hopelessness is a common ailment these days among cleaning entrepreneurs. We get to hear so many negative things about the industry, the majority of customers seem to be interested only in the cheapest cleaning quote, and the ease with which they complain appears to give a bleak picture of the desirability of our work and know-how.

But the truth of the matter is this:

When the economy is tight, businesses become much more aware of the QUALITY of cleaning.

That’s how it is with everything. The old saying is that if you’re poor, you cannot afford to buy anything of bad quality, as you want VALUE for your money.

And so it is with businesses, especially so in economic downturn like the current one.

Some businesses. Not all. Not the majority.

But true enough, there are some really great customers to be found today if you offer quality of cleaning rather than the lowest cost.

However, here’s the thing: You need to LOOK for those good customers. Not just wait and hope, but to LOOK for them. Actively and in a very special way.

If you want to know how, read this article: Cost and results of passive versus active methods of finding prospective clients

And keep a positive view on  your ability to find better and more appreciative contract cleaning customers!

P.S. Our domain name has changed, so just in case you happen to try to log onto any page on our blog that does not open, go to http://www.cleaningcustomers.com/ and see the link directory from there!

SPECIAL OFFER:

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Do you feel that you need a BREAK about NOW?

Running a cleaning service business these days can be quite a challenge. 

In the best of times the janitorial work involves many problems with personnel and customers (and customers' personnel!) on top of everything ELSE any business owner has to contend with in running their company.

In these hard economical times, good cleaning customers are few and far between.  

Everyone is economizing, cutting down, trying to get things even cheaper... and especially in cleaning work, this leads to where you have two choices - either you clean parts of their site for FREE or you clean too few times and too few hours to have a chance of keeping their space at an acceptable level of cleanliness.

It's not hard to see that this produces an automatic dead end for the customer relationship.  Contracts end quicker, the time we have with a customer is less positive with all the complaints and explanations going to and fro, and the end result can be an awful tiredness for you on top of the financial and emotional anxiety that this produces.

Now, you might find this hard to believe, but it is NOT necessary to go down that route.

But NOT every customer is the same.

I well understand if you feel a bit gloomy about it. But the truth is that our MIND tends to start generalizing when negative things keep happening. It is easier that way to live with all those bad news. We WANT to think that ALL customers are like that... although we know from our own experience that's not so.

 You, too, HAVE good customers.

So what's the difference? What makes one customer good to work with, and another a nightmare? Money? Profits? Manners? Or could it be that...

 

Copyright (c) 2012 HDK Consultants. All rights reserved.

APPRECIATION of your cleaning is the key to a good client relationship?

It is a well known fact that we all have a need for appreciation. You know that your cleaning crews need it, you can see other people around you wanting it.  

All of us enjoy having our work appreciated. 

After all, we work to HELP someone, not just to make money. If money was all we wanted, then we'd rob banks or do something UNhelpful to make it. 

The reason we don't is because we want to HELP our customers. Sure, money is involved and it is ONE of those elements of exchange with a client. But appreciation is another. Would you want to work for a customer who is clearly UNappreciative towards your services?

I think not. So truly, the KEY to finding good customers is to find those who naturally appreciate our services. OR those who can be made to SEE the value in what we do.

So how do you do that then? How do you "house train" a cleaning customer, a facilities manager, to SEE cleanliness?

Well, the answer to that we have put in a system that is now available for readers of my blog for a short while.

Have a look at the presentation of the Contract Cleaning Client-Acquisition System and if you have any questions, contact me.

This offer is really for my LinkedIn connections but I am showing it here for my blog readers as well. So have a look now, as this offer won't last long!     

 

P.S. Our domain name has changed, so just in case you happen to try to log onto any page on our blog that does not open, go to http://www.cleaningcustomers.com/ and see the link directory from there!

BETTER CONTRACT CLEANING CUSTOMERS?

Some cleaning customers just cannot be pleased...

Tired of unappreciative contract cleaning customers?

Truth to tell, cleaning is one of this things which for some reason creates strong emotions in most people. 

Maybe it is because we hated to clean our rooms or help with tidying up as children and teenagers, or possibly it could be because as adults and living with a spouse, we often find ourselves arguing about the cleaning - who should do it, who should appreciate it more and whatnot.

Suffice to say that it is easy to see how hard it can be to please some customers. However well you clean, no matter how thorough you are and how polite while cleaning, inevitably there will be complaints. 

The old 20/80 rule tends to apply here as well: 80% of cleaning complaints come from 20% of the customers... and it usually is the SAME ones time again.

It comes as no surprise that these customers are often then ones that also make you work hardest for your money, driving a hard bargain and making your profits small... well, if indeed you MAKE any profit from them. 

Hopefully you do, but more often than not, if you really examine ALL costs and how much trouble they cause...

Choose your contract cleaning customers and make them SEE what they receive

It does not actually take that much to be able to CHOOSE your contract cleaning customers and find out whether or not they naturally appreciate your services. See, it's not really YOUR service that creates dissatisfaction but their dedication to FIND something to complain about that brings it about.

Sure, your cleaners make mistakes, but the truth is that those mistakes are usually quite hard to find. In fact, where they ARE consistently found (and even invented), someone in the customer company is working hard to find them.

The good news is that it is relatively SIMPLE to find already BEFORE YOU SIGN ON THE CLIENT and simply leave out those facility managers who are negative in their outlook towards cleaning companies. They will keep changing cleaners constantly anyhow, so you're not going to lose anything if you don't take them on - rather you will NOT lose as you save yourself from investing in a new site just to see them change soon again.

And IF the problem is in the their personnel - which is always a safe bet as SOMEONE there on the floor level of a company is BOUND to have issues about cleaners - then all you need is a tested and proven set of CUSTOMER SATISFACTION TOOLS to ensure these difficult staff members are duly tamed and house trained, if you excuse the expression.

To get more info on this, why not read the article "How to increase the satisfaction of customers toward contract cleaning services" from our website... it might give you exactly the tools to get rid of LOTS of problems and get more profits in!

Feel free to contact me if you have questions! 

P.S. Our domain name has changed, so just in case you happen to try to log onto any page on our blog that does not open, go to http://www.cleaningcustomers.com/ and see the link directory from there!

   

Trying to prove you're just as good as the big cleaning companies?

Why would a customer CHANGE cleaning companies?

Remember when you were a kid... and a teenager... how you so yearned to be OLDER? 

The funny thing about growing up is that we all want to be just like the grownups. We want to be seen to have all the grown-up qualities of adults, we want to be viewed as mature and wise.

Amazingly, so it is with our business as well. When we start a cleaning company, it is usually just you either alone or with a partner... small, hopeful, eyeing up towards those well-established cleaning companies, trying to simulate their appearence, actions, tools, policies, websites...

...all very, VERY normal for anyone starting up a business within his/her chosen industry.

But look-a-here... did you ever stop to consider this:

What if the big boys have got it BADLY WRONG???

What if they DON'T know it all, what if their solutions AREN'T workable, what if they just PRETEND to have the key to success???

I mean, look... in an industry where everyone aims to be the SAME, what option do customers have but to...

Right. Now you begin to understand why in confidential surveys the most widely held fixed idea among facility managers is "once you've seen one cleaning company, you've seen them all..." and the second "they all clean well for a while, but THEN..."

Thus, if it would be that the big boys' work is producing more dissatisfaction than anything, they it would stand to reason NOT to try to be like they are.

Anyhow, to compete with them you undercut your own profitability more often than not.

And if you try to be like they are... why would the customer go into all the trouble and cost of CHANGING their cleaning company, just so they could get another one exactly like the previous cleaners that they didn't want???

Indeed. The answer is that if you want to attract the BETTER kind of new customers - ones who appreciate your work and are willing to pay for it too - then you must be DIFFERENT from everyone else.

And that's what most of us are trying. But "different" does not mean using superlatives about yourself, telling how good you are (remember, they "know" that "all cleaning companies are the same...."), but something altogether different.

If you're interested to find out what, then simply read our article "Finding ways to increase the price and profits of contract cleaning services" and you'll be on your way...

Feel free to contact me if you have questions.

Finding ways to increase the price and profits of contract cleaning services 

 

P.S. Our domain name has changed, so just in case you happen to try to log onto any page on our blog that does not open, go to http://www.cleaningcustomers.com/ and see the link directory from there!

The mirror effect on bidding on accounts:

How to increase the chances of winning with your quote irrespective of its price?

When bidding on a contract cleaning job, most of us concentrate solely on the PHYSICAL requirements of the facility being quoted on for cleaning.

But what about the EMOTIONAL requirements of the client / the facility manager choosing a new cleaning company?

Do you really think it is all a matter of FACTS and SPECS for him/her? That the old cleaners somehow just stopped cleaning or died and therefore he/she needs a new service provider?

Right.

Emotional issues triggering extreme opinions

The fact of the matter is that cleaning quality is extremely difficult to define without significant professional experience within the trade. And when we speak of cleaning customers, let me assure you that there is very little PROFESSIONAL experience there.

Instead, they go by their emotions and that (usually negative) experience from cleaning within their own house. 

So complaints originate from the lowest echelons of the customer's company, and the facility manager simply wants... what?

He wants those problems to END. 

He wants to choose the LAST EVER cleaning service provider he'll ever have to choose.

And when you are in contact with him - both on the phone and in person on site - you must address those emotional issues he has, ensuring him you will indeed solve that problem and take care of the cleaning so his work is diminished.

In a way, you then must MIRROR his worries with certain assurances of your own, but it is vital to know how exactly you can find out and present these so that he will believe you.

So why not read our article "How to increase quote acceptance ratio tenfold with a new presentation technique" in order to find out how you could achieve that?

It can be done.

Feel free to contact me through the website if you have any questions.

P.S. Our domain name has changed, so just in case you happen to try to log onto any page on our blog that does not open, go to http://www.cleaningcustomers.com/ and see the link directory from there!

 

Handling Cleaning Complaints

How to handle cleaning complaints?

Cleaning is one of those areas of life where there are many negative thoughts for most of us. Hardly anyone alive can avoid being negatively affected by something connected with cleaning, be it that we are told to clean the mess we've made (from childhood) or that we are the one who has to clean after someone else. 

As a janitorial entrepreneur - a cleaning company - you will invitably hit this particular thing:

"To find fault with someone ELSE'S cleaning is a natural consequence of having had much negativity connected with cleaning in one's own life."

Thus, you can expect that those customers who complain the most and whose manner of complaining is the harshest and most difficult for you put up with, are the one's who have been made MOST wrong in their OWN life about cleaning, in one or more ways.

It's human nature.

Obviously, it is not easy to get this person to look at what he or she complains of with any moderation. When you're at that point, all you can really do is to apologize and tell them you will correct it.

But here's the important point:  You can PREVENT such outbursts almost completely by PLANNING AHEAD by installing a CUSTOMER SATISFACTION PROGRAM.

This is the way to make customers - both the facilities manager AND the personnel of your client on the site - UNDERSTAND all that you do for them so they actually SEE all those well-cleaned acres instead of concentrating on finding fault with your cleaning.

It is the only true antidote to rude customers, because it handles the actual CAUSE of their upset before they get to BE upset at all at you!

If you want to handle this so you never have to come to grips with a customer who is impossible to handle, why not read this article on increasing cleaning customers' satisfaction toward your cleaning service and see if it is something for your cleaning company?