“Close the Back Door”
“We get about 100 calls a month from our marketing,” the cleaning company owner bragged in a recent meeting. A true marketing wiz, we would believe. “So, you must be growing like mad,” I said. “Yes we’re bringing in new customers all the time.” This sounded fantastic, but a little probing showed his volume was only a little more than last year’s. How is that possible, you ask? This owner’s back door was wide open with an exit stream nearly as large as the entry stream!
Without good delivery, customers leave almost as fast as they arrive. Today, there is a tremendous emphasis on marketing and of course the marketing consultants are, well, marketing it. But without a quality delivery, the marketing has little value. Too many people think cleaning is a brainless, drudge job anyone can do. But that truly is an error. Cleaning is both a skilled craft and a science. A fact made more important by the increasingly exotic materials used in-homes and the health concerns brought about by superbugs (think MRSA).