As a leader of your company, whether you like it or not, your employees look to you to provide leadership in the direction the company is to go. What type of leadership are you providing? It's very important you know. The people are looking to YOU to give them direction.
For example, what is the dress code in your company? Do you allow jeans to be worn at all times or do you require a suit and tie for men and business attire for women? If you require business attire or a suit and tie, try wearing jeans to work for a couple of days. It won't take long and everyone is wearing jeans because you have set the standard. They are watching you every minute of the day and that is not a bad thing if you are setting a good example.
Let's talk further on this discussion on leadership. As we go through some ideas, think about your organization and how it is or isn't performing and if you need changes to occur.
First, the definition of leadership from the dictionary--The art of motivating a group of people to act toward achieving a common goal.
There's that word "goal". Have you established them for your company? How about yourself? That's a subject for another blog.
I think it is important that we not confuse leadership with managing. You see, there is a major difference and a successful company will make sure they have both. I think the best definition I ever heard or read on the subject is attributed to former first lady Rosyln Carter who said, "Managers take people where they want to go , leaders take them where they NEED to go".
Think about that. As a leader of your company you are charged with the responsibility of taking you people in the direction that is needed to accomplish the goals you have established for the organization. This is not always comfortable. You see, it is more fun and much easier to try and please everyone, isn't it? You'll probably have a great time but you won't accomplish your objectives.
Another way I have heard this managing vs. leadership dilemma explained is that managers do things right while leaders do the right things. As I stated earlier, your company needs both and you need to find those people who can do the things right once you have determined
what the right things are your company should be doing.
Most entrepreneurs are great idea people and know what has to be done but don't ask them to do the details. They will mess up the details almost every time. They do the right things but need key people to be sure that they are done right. Guilty as charged.
It took quite a staff to keep up with the ideas I created but they hung in there with me. It must have worked, I had many staff people who were with me 15-25 years. I guess they wanted to see what challenge I would present next.
So how about it, do you have leaders AND managers in your company that can move you forward. Which one are you? If so, who are the others in your company that can compliment you? Do an assessment, then TAKE ACTION.
On another subject, I hope you will plan to join us in Orlando, FL. March 6 as we conduct a jam packed one day workshop on SELLING CONTRACT CLEANING SERVICES. You can check out all the details at www.consultantsincleaning.com The information is right on the home page with details of our day. See you there?
Till next time.
Thursday, January 15, 2015
Monday, January 12, 2015
THE SILENT MAJORITY
Usually when we think of the silent majority we are thinking in terms of voters and politics. We hear so much about it every political season which now seems to go on forever.
But what I want to talk about today is a different silent majority---THE CUSTOMER.
Recently I saw a sign posted in a business that, while it was one I had seen before, had a profound effect on me when I read it again. It said
But what I want to talk about today is a different silent majority---THE CUSTOMER.
Recently I saw a sign posted in a business that, while it was one I had seen before, had a profound effect on me when I read it again. It said
THE SILENT MAJORITY
DID YOU KNOW
93% OF DISSATISFIED CUSTOMERS NEVER COMPLAIN
90% OF DISSATISFIED CUSTOMERS NEVER COME BACK
EACH DISSATISFIED CUSTOMER WILL TELL AT LEAST 9 OTHER PEOPLE
13% OF DISSATISFIED CUSTOMERS WILL TELL AT LEAST 20 PEOPLE
Now I am sure some of you are saying something like, I have heard that one before or so what else is new. You may have heard it but have you listened. Lost any customers lately?
One thing I have noticed in the BSC industry that I have spent my lifetime in, is that most of us are really good at explaining away a lost customer. We say something like,
They went out for bid and I got underbid.
The new contractor can't do it for that, I'll get it back.
They we too hard to please, I'm glad they are gone.
They are down sizing and got a cheaper price. Had they contacted me I could have given them a better price.
But maybe, just maybe, they were one of the 93% that didn't complain and just got tired of poor work or poor (or no) customer relations on your part. Just as bad, or worse, are they one of the 13% that will tell 20 others how bad their relationship with you was? Just a thought.
Let me suggest in this new year that we make a concerted effort to make sure we have a positive relationship with all of our customers so in the unlikely event there is a complaint about service performance we are aware and handling it immediately. I for one, want to keep all customers and want a positive relationship with them. Set yourself a goal that you or someone in your organization is intimately involved with every customer you have. The investment in obtaining new accounts is SO much more expensive than retaining the ones we have that we need to focus on keeping what we have. Agree?
Sometimes we have small volume customers and I have heard the comment that the customer is so small I just can't spend a lot of time on them. My response is that if a customer is large enough to sell too, it is large enough to give your full attention too. If you don't want small accounts, don't sell them, it's as simple as that. Our company had a limit as to how small an account we would pursue and in the event we got a call from a prospect that didn't fit the profile we would say to them we would rather turn them down than let them down and then go on to explain what we meant.
The average lost business in our industry hovers around 17% per year meaning a BSC has to add 25% new business just to net an 8% increase. I know, I know, you do better than that and I congratulate you, but the point is the more we keep the better the bottom line.
Are you ready? Let's set a record for retaining customers in 2015.
Till next time.
Monday, January 5, 2015
WHY SHOULD ANYONE BUY FROM YOU?
Well, here we are beginning another year. I hope your 2014 was a prosperous one and you are poised for a record year in 2015. But as we begin a new year I believe it is important for us to take a look at our own companies and do a hard self analysis as to what we really have to offer our current and prospective customers. So let me give you some ideas on how to grade yourself.
First, ask yourself and your staff,
WHY SHOULD ANYONE BUY FROM US?--If your response is we have been in business a long time you have some work to do. Hundreds of companies have been in business a long time and my question is have you been in business, say 20 years, or have you been in business 1 year, 19 times over. Some companies feel "we've always done it this way" and it will continue to work but most likely that is an incorrect assumption.
There are other stock answers that don't hold water today such as "we have trained personnel" or "we only provide quality service". If you can't provided actual measurable proof of these claims they become old standard sales talk only.
So, what does make you different? Systems and processes? Real measurable training that you can prove to a prospect? Special software like Paperless Proposal or Janitorial Manager or TEAM or CleanTelligent?
If you can't really identify and quantify truthfully what sets you apart then I suggest you follow the steps outlined below to improve your organization,
1. Identify 1 or 2 items that you want to focus on as major selling points for your company.
2. Discuss how YOUR company will benefit from focusing on and developing these qualities. How will you as individuals benefit?
3. How will your prospects and customers benefit from this or these qualities. Are they qualities that will set you apart from your competitors? How will they set you apart?
4.What special skills will you need to develop to advance these qualities? What training will be required and for which members of your staff and where will you get that training? THIS STEP IS CRITICAL IN THE PROCESS.
5. What are the major obstacles your company and its staff will have to overcome to professionally develop the qualities you have decided to focus on?
6. Who are the people or organizations that can help you develop these qualities such as BSCAI, ISSA, peer groups, industry specific consultants etc.?
7. From all of these discussions, develop a step by step plan of action. This means assigning responsibilities and time lines for completion of each step.
8. Decide on an overall completion date as to when you will be ready to announce to the world the reasons a prospect should buy from you.
This blog has only scratched the surface on how to set yourself apart from your competition but I hope it has motivated you to take an inward look at your company as we start a brand new year. If you have any questions or need further clarification on any of the points just send us a message or call us at 573.374.1111. Be happy to assist.
So in closing, determine what it is that sets your company apart from the competition, then define it further and make it a part of your everyday life and sales presentation. If you don't know what sets you apart, follow our 8 steps outlined above and soon you will be a company that can truly tell people why they should buy from you.
Don't forget to register for our upcoming SELLING CONTRACT CLEANING SERVICES workshop in Orlando, Fl. Friday, March 6. Details are available at www.consultantsincleaning.com.
Hope to see as many of you as possible at the event.
HAPPY NEW YEAR. Till next time.
First, ask yourself and your staff,
WHY SHOULD ANYONE BUY FROM US?--If your response is we have been in business a long time you have some work to do. Hundreds of companies have been in business a long time and my question is have you been in business, say 20 years, or have you been in business 1 year, 19 times over. Some companies feel "we've always done it this way" and it will continue to work but most likely that is an incorrect assumption.
There are other stock answers that don't hold water today such as "we have trained personnel" or "we only provide quality service". If you can't provided actual measurable proof of these claims they become old standard sales talk only.
So, what does make you different? Systems and processes? Real measurable training that you can prove to a prospect? Special software like Paperless Proposal or Janitorial Manager or TEAM or CleanTelligent?
If you can't really identify and quantify truthfully what sets you apart then I suggest you follow the steps outlined below to improve your organization,
1. Identify 1 or 2 items that you want to focus on as major selling points for your company.
2. Discuss how YOUR company will benefit from focusing on and developing these qualities. How will you as individuals benefit?
3. How will your prospects and customers benefit from this or these qualities. Are they qualities that will set you apart from your competitors? How will they set you apart?
4.What special skills will you need to develop to advance these qualities? What training will be required and for which members of your staff and where will you get that training? THIS STEP IS CRITICAL IN THE PROCESS.
5. What are the major obstacles your company and its staff will have to overcome to professionally develop the qualities you have decided to focus on?
6. Who are the people or organizations that can help you develop these qualities such as BSCAI, ISSA, peer groups, industry specific consultants etc.?
7. From all of these discussions, develop a step by step plan of action. This means assigning responsibilities and time lines for completion of each step.
8. Decide on an overall completion date as to when you will be ready to announce to the world the reasons a prospect should buy from you.
This blog has only scratched the surface on how to set yourself apart from your competition but I hope it has motivated you to take an inward look at your company as we start a brand new year. If you have any questions or need further clarification on any of the points just send us a message or call us at 573.374.1111. Be happy to assist.
So in closing, determine what it is that sets your company apart from the competition, then define it further and make it a part of your everyday life and sales presentation. If you don't know what sets you apart, follow our 8 steps outlined above and soon you will be a company that can truly tell people why they should buy from you.
Don't forget to register for our upcoming SELLING CONTRACT CLEANING SERVICES workshop in Orlando, Fl. Friday, March 6. Details are available at www.consultantsincleaning.com.
Hope to see as many of you as possible at the event.
HAPPY NEW YEAR. Till next time.
Monday, December 8, 2014
5 REASONS FOR NOT JOINING BSCAI OR ISSA
It is getting toward the end of the year and I thought I would share with you some of the reasons I have heard for BSC's not joining the association(s).
1. I've been in the business for 35 years and am a seasoned pro in this business so why do I need to spend time and money?
2. What can I really learn? This business is all about price anyway. All the customer wants is the lowest price?
3. My Dad started the business back in the 60's and he got along without it. We have grown to $500,000 a year in volume in only 50 years.
4. I'm not going to go and let other people learn my secrets.
5. It costs to much. I have to pay dues and then I have the expense of going to meetings and attending the annual trade show and conventions. I can do well on my own.
Well, there you have 5 reasons I have heard in the recent past. You will notice in the title of this blog, I didn't say GOOD reasons, I just said reasons. More like excuses if you ask me. Let's look at these reasons and see if they are something we can all agree on.
1. I had a question for the man who told me this one. I asked, "Do you really have 35 years of experience or do you have one year of experience 34 times over. He looked at me strangely and asked to explain which I did. If you don't involve yourself with the industry and attend trade shows and conventions, how do you know what has happened that can assist you in doing the job faster and more profitable. Each year NEW "stuff" comes to the show that helps increase productivity.
2. So the business is all about price? Who makes it that way? We BSC's. Buyers are always telling me that they get calls from contractors saying whatever you are paying, I can do it cheaper. With friends like that in the industry we don't need any enemies.
We need to understand we are in the business of providing PROPOSALS FOR FACILITY SERVICES, not bids for cleaning. It is up to us to prepare a complete proposal for the prospect on what we can provide and how we will manage the service. If all we want to do is give them a price we have put ourselves in selling of a commodity and then you just as well get a fancy napkin, a nice ink pen and print a price on the napkin and give it to the prospect.
3. Your dad was a smart man for getting into the business because it takes a lot of intestinal fortitude to start a business and STAY in business. If you are happy with a half million dollar business after 50 years, go for it, but maybe, just maybe, the reason you haven't grown is because you are not associating with people that can help you build you business. I was in the business 50 years ago and it doesn't resemble what the business is today---thank goodness.
Going to the annual trade show and the peer to peer learning sessions can and does provide you with a mountain of information to grow your business profitably. There are things now like software for pricing, paperless proposals etc., if you choose to provide the information to your prospect via internet. Inspection software is available from a myriad of companies. NONE OF THIS WAS AVAILABLE 50 YEARS AGO, or 20 years ago for that matter.
4. So you don't want anyone to learn your trade secrets? Here's a real shocker. If you haven't been involved in a trade association for years, you don't have any trade secrets. It might be a good idea to attend a convention and listen to the other people's "trade secrets".
5. It costs to much, huh? I prefer to call it an investment in the future success of my business. I know this is an old statement but one idea from a fellow BSC can pay your dues over and over. For example, one year I listened to a successful BSC explain how to properly classify your employees for workers compensation premium basis and I realized I had been doing it wrong and costing myself thousands of dollars each year. After that year, the dues and registration fees no longer became an expense because my annual premium savings far exceeded the dollars I was spending for those items.
Well, there you have 5 reasons not to join your association(s). Not good reasons, but reasons. There you also have, in the limited space available in this blog, some rebuttals to the reasons given.
So if you are a member and the dues statement comes in the mail, take a few moments to consider the people you have learned to know and the lessons you have learned that have helped your business. If you aren't a member, maybe you should consider the value that your company can derive.
This blog is number 131 in our series that started in 2012. I hope you have found some or all of them helpful. This is our last one for 2014 but look for us to post again early in 2015.
By the way, we have 2 sales workshops coming up in 2015 and also, we are available to do 1 and 2 day workshops in individual companies next year as well. A new training DVD will also debut in January so watch for that. All of the information can be found at www.consultantsincleaning.com.
Have a very Merry Christmas and a Happy New Year.
Till next year.
1. I've been in the business for 35 years and am a seasoned pro in this business so why do I need to spend time and money?
2. What can I really learn? This business is all about price anyway. All the customer wants is the lowest price?
3. My Dad started the business back in the 60's and he got along without it. We have grown to $500,000 a year in volume in only 50 years.
4. I'm not going to go and let other people learn my secrets.
5. It costs to much. I have to pay dues and then I have the expense of going to meetings and attending the annual trade show and conventions. I can do well on my own.
Well, there you have 5 reasons I have heard in the recent past. You will notice in the title of this blog, I didn't say GOOD reasons, I just said reasons. More like excuses if you ask me. Let's look at these reasons and see if they are something we can all agree on.
1. I had a question for the man who told me this one. I asked, "Do you really have 35 years of experience or do you have one year of experience 34 times over. He looked at me strangely and asked to explain which I did. If you don't involve yourself with the industry and attend trade shows and conventions, how do you know what has happened that can assist you in doing the job faster and more profitable. Each year NEW "stuff" comes to the show that helps increase productivity.
2. So the business is all about price? Who makes it that way? We BSC's. Buyers are always telling me that they get calls from contractors saying whatever you are paying, I can do it cheaper. With friends like that in the industry we don't need any enemies.
We need to understand we are in the business of providing PROPOSALS FOR FACILITY SERVICES, not bids for cleaning. It is up to us to prepare a complete proposal for the prospect on what we can provide and how we will manage the service. If all we want to do is give them a price we have put ourselves in selling of a commodity and then you just as well get a fancy napkin, a nice ink pen and print a price on the napkin and give it to the prospect.
3. Your dad was a smart man for getting into the business because it takes a lot of intestinal fortitude to start a business and STAY in business. If you are happy with a half million dollar business after 50 years, go for it, but maybe, just maybe, the reason you haven't grown is because you are not associating with people that can help you build you business. I was in the business 50 years ago and it doesn't resemble what the business is today---thank goodness.
Going to the annual trade show and the peer to peer learning sessions can and does provide you with a mountain of information to grow your business profitably. There are things now like software for pricing, paperless proposals etc., if you choose to provide the information to your prospect via internet. Inspection software is available from a myriad of companies. NONE OF THIS WAS AVAILABLE 50 YEARS AGO, or 20 years ago for that matter.
4. So you don't want anyone to learn your trade secrets? Here's a real shocker. If you haven't been involved in a trade association for years, you don't have any trade secrets. It might be a good idea to attend a convention and listen to the other people's "trade secrets".
5. It costs to much, huh? I prefer to call it an investment in the future success of my business. I know this is an old statement but one idea from a fellow BSC can pay your dues over and over. For example, one year I listened to a successful BSC explain how to properly classify your employees for workers compensation premium basis and I realized I had been doing it wrong and costing myself thousands of dollars each year. After that year, the dues and registration fees no longer became an expense because my annual premium savings far exceeded the dollars I was spending for those items.
Well, there you have 5 reasons not to join your association(s). Not good reasons, but reasons. There you also have, in the limited space available in this blog, some rebuttals to the reasons given.
So if you are a member and the dues statement comes in the mail, take a few moments to consider the people you have learned to know and the lessons you have learned that have helped your business. If you aren't a member, maybe you should consider the value that your company can derive.
This blog is number 131 in our series that started in 2012. I hope you have found some or all of them helpful. This is our last one for 2014 but look for us to post again early in 2015.
By the way, we have 2 sales workshops coming up in 2015 and also, we are available to do 1 and 2 day workshops in individual companies next year as well. A new training DVD will also debut in January so watch for that. All of the information can be found at www.consultantsincleaning.com.
Have a very Merry Christmas and a Happy New Year.
Till next year.
Wednesday, December 3, 2014
EDUCATION AND TRAINING
How about it, have you scheduled your training for 2015? I mean a REAL calendar which includes training for top management, administrative staff, sales staff, operations management as well as site supervisors and cleaning technicians.
Let's start with the cleaning techs and site supervisors. What are you doing to be assured they are up to date with the latest information and products you are using? You have heard me talk many times about the need to have a refresher course for all people responsible for the actual cleaning of the customer facilities. Your site supervisors and cleaning techs are your representatives at night in the field.
We are all human and get into bad habits when performing a task that many times is the same task every day in the same environment. Most of us don't mean too, we just do. We need for everyone to have a refresher class on what our company cleaning procedures are. And no, just having someone go over it out in the field in a hurry doesn't suffice which brings me again to my opposition of training in the field with an experienced worker.
How do we know the experienced worker hasn't got into bad habits as well? They too may not mean to, but just do. On the other hand, some of them may have tried to develop shortcuts in our service delivery and if it is a great idea that doesn't short change the customer, shouldn't we all be privy to the information? I rest my case for having a systematic, organized, printed initial training program with scheduled follow up.
What about the administrative staff? Are they up to date on the latest in invoicing, financial statement preparation, and collection procedures. As I attend the annual industry trade show each year I see more and more outstanding administrative software packages. Are you exploring the opportunities available? This is the education side of keeping up in the industry.
What about the sales staff? Are you giving them REAL sales training in our industry? Do you have a systematic sales program established for 2015 and beyond? There is no better time than right now to get organized if you haven't done so. (Commercial: check our web site for upcoming sales workshops in 2015---www.consultantsincleaning.com)
Now, look at the 2015 calendar that BSCAI and ISSA have for training and education of mid level and upper level management. Both associations are working hard at providing information that can be used NOW.
Many organizations, including ours, provide ongoing training in a variety of subjects. In fact, at Consultants In Cleaning, LLC, our 2015 calendar will also include day long training workshops for both Human Resource staff and Supervisors of a BSC company.
Be sure to schedule your distributor and manufacturer for technical training sessions. Most do a tremendous job for that is what they are trained to do--teach the end user how to use their products. Many distributors are now providing a service where you can lease a tablet and download instant training subjects while in the field. This is a great step forward in getting useful information immediately to where it is needed most.
So, how about it? Do you have a full education and training calendar for next year. Your growth of new customers and RETENTION of existing customers just might depend on it.
Till next time.
Let's start with the cleaning techs and site supervisors. What are you doing to be assured they are up to date with the latest information and products you are using? You have heard me talk many times about the need to have a refresher course for all people responsible for the actual cleaning of the customer facilities. Your site supervisors and cleaning techs are your representatives at night in the field.
We are all human and get into bad habits when performing a task that many times is the same task every day in the same environment. Most of us don't mean too, we just do. We need for everyone to have a refresher class on what our company cleaning procedures are. And no, just having someone go over it out in the field in a hurry doesn't suffice which brings me again to my opposition of training in the field with an experienced worker.
How do we know the experienced worker hasn't got into bad habits as well? They too may not mean to, but just do. On the other hand, some of them may have tried to develop shortcuts in our service delivery and if it is a great idea that doesn't short change the customer, shouldn't we all be privy to the information? I rest my case for having a systematic, organized, printed initial training program with scheduled follow up.
What about the administrative staff? Are they up to date on the latest in invoicing, financial statement preparation, and collection procedures. As I attend the annual industry trade show each year I see more and more outstanding administrative software packages. Are you exploring the opportunities available? This is the education side of keeping up in the industry.
What about the sales staff? Are you giving them REAL sales training in our industry? Do you have a systematic sales program established for 2015 and beyond? There is no better time than right now to get organized if you haven't done so. (Commercial: check our web site for upcoming sales workshops in 2015---www.consultantsincleaning.com)
Now, look at the 2015 calendar that BSCAI and ISSA have for training and education of mid level and upper level management. Both associations are working hard at providing information that can be used NOW.
Many organizations, including ours, provide ongoing training in a variety of subjects. In fact, at Consultants In Cleaning, LLC, our 2015 calendar will also include day long training workshops for both Human Resource staff and Supervisors of a BSC company.
Be sure to schedule your distributor and manufacturer for technical training sessions. Most do a tremendous job for that is what they are trained to do--teach the end user how to use their products. Many distributors are now providing a service where you can lease a tablet and download instant training subjects while in the field. This is a great step forward in getting useful information immediately to where it is needed most.
So, how about it? Do you have a full education and training calendar for next year. Your growth of new customers and RETENTION of existing customers just might depend on it.
Till next time.
Sunday, November 23, 2014
THANKSGIVING 2014
Well, here we are at Thanksgiving week 2014. Another year has almost gone and this week is a time for us to pause and THANK those employees, customers, and vendors who make our business a success. Have you done that?
I also want to take this time to say THANK YOU to our many regular clients who trust us to help them along their way to success. Watching them progress with double digit sales AND profit increases is so satisfying to us. It's what makes us continue on our journey in this exciting industry.
Let me also say THANK YOU to the thousands of people who have purchased our books and DVDs and employed us to conduct workshops at their place of business. All of this has contributed to us having our best year in the consulting assistance business and the rest of the years haven't been at all bad. So, THANK YOU again.
Speaking of workshops. After a several year hiatus, we are going back "on the road" in 2015. We will be doing a workshop entitled Selling Contract Cleaning Services in March in Orlando Florida and in July in St. Louis, Missouri. This is in response to many people wanting us to discuss in person the details outlined in our book of the same name as well as to update our information on Social Media Selling. We are really looking forward to these two events.
You can register for these events by going to our web site at www.consultantsincleaning.com and clicking on the front page where it talks about the workshops. On the registration page you will see the topics we will be discussing in this jam packed day. We have just finished preparing the information and I am excited to share it with you in Orlando and St. Louis.
In addition, we will have our books and DVDs available at both locations offered at friendly discounted prices.
A lot of people have contributed to our best year ever and we are very gratified. Let me ask the question again. Have you THANKED those employees, customers, and vendors that contribute to your success?
Can't think of a better time to do it---and keep doin' it. By the way, you can sign up on our home page on the left side to receive notices of special promotions and new products. Hope you will join us. Exciting things are in the works.
Let me also take this time to say THANK YOU to the people serving us in the military around the world. Many of them will not be with family and friends on Thanksgiving and what they do to protect us is worth so much more than they receive. THANK YOU FOR YOUR SERVICE.
Hope your holiday is wonderful and safe. Till next time.
I also want to take this time to say THANK YOU to our many regular clients who trust us to help them along their way to success. Watching them progress with double digit sales AND profit increases is so satisfying to us. It's what makes us continue on our journey in this exciting industry.
Let me also say THANK YOU to the thousands of people who have purchased our books and DVDs and employed us to conduct workshops at their place of business. All of this has contributed to us having our best year in the consulting assistance business and the rest of the years haven't been at all bad. So, THANK YOU again.
Speaking of workshops. After a several year hiatus, we are going back "on the road" in 2015. We will be doing a workshop entitled Selling Contract Cleaning Services in March in Orlando Florida and in July in St. Louis, Missouri. This is in response to many people wanting us to discuss in person the details outlined in our book of the same name as well as to update our information on Social Media Selling. We are really looking forward to these two events.
You can register for these events by going to our web site at www.consultantsincleaning.com and clicking on the front page where it talks about the workshops. On the registration page you will see the topics we will be discussing in this jam packed day. We have just finished preparing the information and I am excited to share it with you in Orlando and St. Louis.
In addition, we will have our books and DVDs available at both locations offered at friendly discounted prices.
A lot of people have contributed to our best year ever and we are very gratified. Let me ask the question again. Have you THANKED those employees, customers, and vendors that contribute to your success?
Can't think of a better time to do it---and keep doin' it. By the way, you can sign up on our home page on the left side to receive notices of special promotions and new products. Hope you will join us. Exciting things are in the works.
Let me also take this time to say THANK YOU to the people serving us in the military around the world. Many of them will not be with family and friends on Thanksgiving and what they do to protect us is worth so much more than they receive. THANK YOU FOR YOUR SERVICE.
Hope your holiday is wonderful and safe. Till next time.
Monday, November 10, 2014
WHAT I LEARNED IN ORLANDO
Well, another ISSA trade show and BSCAI convention has come and gone, this year in Orlando. Next year both events visit Las Vegas.
Lots of new stuff was on display including new robotic cleaning equipment and countless new technology advancements in managing a BSC business. Each year it gets better and better and each year I realize how much I don't know about the technology that is available to help us manage more effectively.
What I really learned in Orlando was some things never change. In attending the round tables I found people are still wanting to know,
How to I find people that will stay with me?
Where are the people that I need?
How do I train the people once I have them on board?
What kind of training do I need to do and who should do it?
What can I do to cut down on the high turnover?
Where do I find someone who can sell more business for me?
How do I manage a sales person(s)?
What should I pay a sales person--salary, commission, salary +?
I can't do it all, how do I organize my company?
And the list went on and on. Sound like anything that is happening in your company?
My advice is to tackle one thing at a time. Our last blog discussed what needs to be done as you enter the new year but it is important to remind everyone to address issues that you can solve and get help with those that hold back your progress.
Whenever I meet with clients for the first time, I start by dividing our sessions into four distinct parts which are, and in the order I have them here.
Sales--Remember the old saying--"Nothing happens until somebody sells something". It's true isn't it? Without some sales you don't have a company. So how are you going about it? It is critical that you have an organized system for bringing in business that doesn't require the owners time every minute of the day. Some of you may recall I wrote a book on this subject and will be doing 2 workshops in 2015 addressing selling in our industry. (Commercial: you can register on our home page for one of these workshops--www.consultantsincleaning.com.
Human Resources--Once the sales are brought in the door, HR has to recruit and hire the people to perform the work. This area most often seems the most neglected and really should be considered one of the most important pieces to the puzzle. Some of you may recall I wrote a book on this as well on how to find, train, and keep GREAT employees. The old methods still work.
Operations--This is where the work has to be done that was sold WITHIN BUDGET. Most operations people tell me that's impossible. Not if everyone is working together in compiling the proposal (not bid). Here is the area that creates the turnover if it isn't organized and systematized. The management part of operations is where we have focused our DVD production as we feel that the distributor and manufacturer have the capabilities to provide the function of teaching the technical part of how to clean.
ADMINISTRATION--This group has the responsibility to provide the support to payroll, financial statements, workers compensation claims, insurance purchases etc. Obviously, there is much more than I have listed but there are several accounting packages on the BSC market that can help in this arena.
So there we have it. Four distinct departments of a Building Service Contracting firm. Yes some items overlap, especially in the early days but the earlier you begin establishing the different departments properly the easier it will be as you continue your growth. Believe me, it is much easier to do when your company is smaller.
Orlando was a great convention but I also heard people lamenting over problems that the old timers had 50+ years ago. Technology places a tremendous role in our business today but the job is still done by PEOPLE and how are you working and communicating will you biggest asset. All the technology in the world won't help if you don't have good help and if you don't understand how each generation functions and how you need to communicate with them.
I hope you will start planning to attend next year's event in Las Vegas in October. In the meantime, focus on the four areas above. If you need help just click on the icon "ask Dick Ollek". Maybe we can help.
Till next time.
Lots of new stuff was on display including new robotic cleaning equipment and countless new technology advancements in managing a BSC business. Each year it gets better and better and each year I realize how much I don't know about the technology that is available to help us manage more effectively.
What I really learned in Orlando was some things never change. In attending the round tables I found people are still wanting to know,
How to I find people that will stay with me?
Where are the people that I need?
How do I train the people once I have them on board?
What kind of training do I need to do and who should do it?
What can I do to cut down on the high turnover?
Where do I find someone who can sell more business for me?
How do I manage a sales person(s)?
What should I pay a sales person--salary, commission, salary +?
I can't do it all, how do I organize my company?
And the list went on and on. Sound like anything that is happening in your company?
My advice is to tackle one thing at a time. Our last blog discussed what needs to be done as you enter the new year but it is important to remind everyone to address issues that you can solve and get help with those that hold back your progress.
Whenever I meet with clients for the first time, I start by dividing our sessions into four distinct parts which are, and in the order I have them here.
Sales--Remember the old saying--"Nothing happens until somebody sells something". It's true isn't it? Without some sales you don't have a company. So how are you going about it? It is critical that you have an organized system for bringing in business that doesn't require the owners time every minute of the day. Some of you may recall I wrote a book on this subject and will be doing 2 workshops in 2015 addressing selling in our industry. (Commercial: you can register on our home page for one of these workshops--www.consultantsincleaning.com.
Human Resources--Once the sales are brought in the door, HR has to recruit and hire the people to perform the work. This area most often seems the most neglected and really should be considered one of the most important pieces to the puzzle. Some of you may recall I wrote a book on this as well on how to find, train, and keep GREAT employees. The old methods still work.
Operations--This is where the work has to be done that was sold WITHIN BUDGET. Most operations people tell me that's impossible. Not if everyone is working together in compiling the proposal (not bid). Here is the area that creates the turnover if it isn't organized and systematized. The management part of operations is where we have focused our DVD production as we feel that the distributor and manufacturer have the capabilities to provide the function of teaching the technical part of how to clean.
ADMINISTRATION--This group has the responsibility to provide the support to payroll, financial statements, workers compensation claims, insurance purchases etc. Obviously, there is much more than I have listed but there are several accounting packages on the BSC market that can help in this arena.
So there we have it. Four distinct departments of a Building Service Contracting firm. Yes some items overlap, especially in the early days but the earlier you begin establishing the different departments properly the easier it will be as you continue your growth. Believe me, it is much easier to do when your company is smaller.
Orlando was a great convention but I also heard people lamenting over problems that the old timers had 50+ years ago. Technology places a tremendous role in our business today but the job is still done by PEOPLE and how are you working and communicating will you biggest asset. All the technology in the world won't help if you don't have good help and if you don't understand how each generation functions and how you need to communicate with them.
I hope you will start planning to attend next year's event in Las Vegas in October. In the meantime, focus on the four areas above. If you need help just click on the icon "ask Dick Ollek". Maybe we can help.
Till next time.
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