www.consultantsincleaning.com
Have you ever stopped to think about all the things that go into your company's customer relations. Many people believe that if they hire a customer relations representative to visit the customers during the day everything will be fine. Well not so fast mopping man.
Let me give you my definition of customer relations---EVERYTHING WE DO, OR DON'T DO, THAT AFFECTS THE CUSTOMERS IMPRESSION OF OUR COMPANY. Think about it, that includes a lot of "stuff". To demonstrate what I mean let me suggest you do a quick activity--
Think of a situation where you have had bad service. Maybe a restaurant, cleaners, service station, grocery store etc. Stop and think about it for a few minutes.
Now let me ask you a couple of questions about that experience,
1. How did you feel?
2. Was the problem resolved?
3. Did you go back to that place of business?
4. Did you tell others about your experience?
Do you see how one experience can affect an organization especially if you tell someone else?
So let's list some of the things that we BSC's do or don't do that affect the customers impression of our company,
1. Our personal appearance--clean uniforms, bath every day, hair neat and trimmed etc.
2. Our cleaning equipment/closet appearance
3. Our company vehicle appearance
4. Complaining about the company in front of the customer
5. Arguing/fighting on the job when the customer is present
6. Sitting down on the job
7. Complaining to the customer about equipment you are using
8. Complaining to the customer about "not enough time" to get the job done
9. Complaining about other employees
10. Knowing what to do in case of emergency
11. Being honest in all of our dealings, i.e. reporting all breakages etc.
12. Knowing how to handle special requests
13. Knowing the cleaning specifications of the building you are cleaning
14. Knowing how to clean to company guidelines
15. Always being polite around and to the customer
16. The appearance of your facilities inside and out
These are just a few I think of as I write this blog. How about gathering your staff and doing this exercise and see how many you can come up with. More importantly, how many do you come up with that you are doing well for everyone concerned. In fact, let me suggest you also do the first exercise that I started with. This will show the relationship to what customer relations is and how it can affect your organization.
You can see that a lot goes into assuring the customers impression of your company is a positive impression. Always do your part. Good customer relations also must include the following,
1. Thorough technical training
2. A good attitude by the cleaning techs and supervision toward their work
3. A good attitude toward the customer--what are we without customers
4. Being neat and clean on the job (repeated here on purpose)
5. Knowing how to handle complaints (Be sure that your company has trained everyone on this)
I sincerely hope you understand that good customer relations is not hiring someone to visit customers and smiling. It entails EVERYONE IN THE COMPANY. In fact, you may recall I have mentioned in other sessions one of my favorite sayings by Tom Peters--If you have to have a customer relations representative in your company, what are the rest of your people doing? I agree whole heartedly. I did not employ a customer representative in any of our branches because I really believed, and still do, that it is everyone's responsibility and I should not have to hire someone to visit my customers to tell them so.
In the spirit of good salesmanship I should mention I have a DVD available on my web site--www.consultantsincleaning.com entitled "Customer Relations Training For Supervisors and Cleaning Techs". So much for selling.
Don't forget to listen to our FREE pod casts at www.tripodcast.com. We are nearing the end of our special daily pre-convention pod casts. I hope you have been listening and noting the sessions you are wanting to attend. Remember also that if you are a tripodcast subscriber you are able to get a 30% discount on your registration fee just by entering the code SMD30 in the promo code box on the registration blank at www.bscai.org.
MAKE IT A GREAT DAY. Till next time.
Saturday, September 29, 2012
Monday, September 17, 2012
HAPPY NEW YEAR
As we are writing this, the third quarter of the calendar year is drawing to a close. For those on a fiscal accounting year, September 30 ends the year and your year is nearly complete. So how are you ending up this year? Did you meet all your goals? Did you even set any goals?
I thought this would be a good time to remind everyone that a retuning of our company might be a good idea. So let's look at some of the major expenditure areas and see how we are doing.
I thought this would be a good time to remind everyone that a retuning of our company might be a good idea. So let's look at some of the major expenditure areas and see how we are doing.
SALES
Have we hit the goals we set out to accomplish? Do we need to revisit the expected monthly volume we need to add next year? Do we need to be looking at the types of accounts we are chasing and look at new market segments or maybe discontinue pursuing some of the market segments we are chasing now? How are we trying to bring business on? Should we be looking at targeting certain major customers, maybe developing some customer/prospect luncheons, or sending out weekly executive briefs to our prospect list?
Should we be more aggressive in the telemarketing arena? Do we need more training for the individuals making our sales calls and proposal presentations?
These are all questions we should be asking ourselves as we enter a new year. If we haven't got the results we wanted, does it make sense to keep doing what hasn't worked? There is no better time than NOW to analyze the way we are going to the marketplace with our sales program.
Should we be more aggressive in the telemarketing arena? Do we need more training for the individuals making our sales calls and proposal presentations?
These are all questions we should be asking ourselves as we enter a new year. If we haven't got the results we wanted, does it make sense to keep doing what hasn't worked? There is no better time than NOW to analyze the way we are going to the marketplace with our sales program.
OPERATIONS/HUMAN RESOURCES
So in this down economy do we have all the RIGHT people we want in the right places? A slow economy is the perfect time to be putting into place the recruiting and training procedures to assure that we are doing the right things to recruit and train the people we are bringing on board and retraining those that are already with us.
Are you recruiting people for career positions or just hiring to cover the turnover of the day? There is a difference you know. Remember, the attitude projected by your people most of the time reflect the attitude you are reflecting toward them. Your cleaning technicians and supervisors are your "inventory". What is the quality of trained inventory you are putting in the field to represent your organization? They are a reflection of the culture you are developing in your company. Happy with what you have? If not, you can change it. What systems do you have in place to assure that they continue to receive the training on the latest products and equipment you are putting in the field? Have you trained them on how to meet and greet the customer when they meet them in the buildings?
The HR and Operations department are critical to your success. As this year closes is a great time to assess what you are doing and make changes to be sure you have the best trained and finest staff in the field.
Are you recruiting people for career positions or just hiring to cover the turnover of the day? There is a difference you know. Remember, the attitude projected by your people most of the time reflect the attitude you are reflecting toward them. Your cleaning technicians and supervisors are your "inventory". What is the quality of trained inventory you are putting in the field to represent your organization? They are a reflection of the culture you are developing in your company. Happy with what you have? If not, you can change it. What systems do you have in place to assure that they continue to receive the training on the latest products and equipment you are putting in the field? Have you trained them on how to meet and greet the customer when they meet them in the buildings?
The HR and Operations department are critical to your success. As this year closes is a great time to assess what you are doing and make changes to be sure you have the best trained and finest staff in the field.
ADMINISTRATION
This is an area so often overlooked when retuning a company. Have you checked lately to assure you have the most economical phone system available? What about cell phones? Have you checked prices lately on different plans? Even things like office supply pricing is important to double check at least one time per year.
How about insurance? Do you just accept what the agent brings you or do you request proposals at least every couple of years? Remember, your customers are always checking the market to see if your pricing is competitive and you owe it to your organization to do the same on the products and services you purchase.
I could go on and on with retuning processes and procedures we should be doing at this time of the year---paper products, cleaning supplies and equipment, fuel companies, uniform suppliers, etc.
You get the idea. This is by no means a complete list but my objective is to get your thought process started so you can begin the procedure and add to the list as you become more involved in doing this important task of streamlining your company. I was constantly amazed in my company how much money we saved each year just by doing some of the things mentioned above. So often, we think just add more sales and we'll make more profit when many times there are hundreds or thousands of dollars available to add to the profit line just by retuning the procedures we have in place. Trust me, there are dollars there.
Let me encourage you to do this process and have a HAPPY NEW YEAR with the dollars you will find by just double checking how you do things.
Hope to see many of you at the BSCAI convention next month in Chicago. Don't forget to tune into our free daily pod casts leading up to this great event. You can hear them at www.tripodcast.com.
Till next time.
How about insurance? Do you just accept what the agent brings you or do you request proposals at least every couple of years? Remember, your customers are always checking the market to see if your pricing is competitive and you owe it to your organization to do the same on the products and services you purchase.
I could go on and on with retuning processes and procedures we should be doing at this time of the year---paper products, cleaning supplies and equipment, fuel companies, uniform suppliers, etc.
You get the idea. This is by no means a complete list but my objective is to get your thought process started so you can begin the procedure and add to the list as you become more involved in doing this important task of streamlining your company. I was constantly amazed in my company how much money we saved each year just by doing some of the things mentioned above. So often, we think just add more sales and we'll make more profit when many times there are hundreds or thousands of dollars available to add to the profit line just by retuning the procedures we have in place. Trust me, there are dollars there.
Let me encourage you to do this process and have a HAPPY NEW YEAR with the dollars you will find by just double checking how you do things.
Hope to see many of you at the BSCAI convention next month in Chicago. Don't forget to tune into our free daily pod casts leading up to this great event. You can hear them at www.tripodcast.com.
Till next time.
Tuesday, September 11, 2012
ARE YOU LISTENING?
This week, tripodcast.com switches from its normal weekly pod cast to daily pod casts that feature the various speakers, sponsors, and executives of the upcoming BSCAI convention in Chicago, October 18-20.
We had a great time recording these and I can tell you this is going to be an outstanding convention. In addition, ISSA will be conducting their annual trade show on the 17th through the 19th. What a week this will be.
But let me get back to the pod casts. On Monday of this week we talked with Chris Mundschenk the Executive Vice President of BSCAI as he outlined what all will be happening. Let me just outline some of the sessions that will be available,
--Measuring Your Team's Performance
--Managing Your Sales Force
--Top Grading Personnel--Constant/Continuous Improvement
--Peer Groups: The Secret of Successful Contractors
--What everyone Should Know About Accounting
--Is It Time to Buy, Sell or Both? Mergers and Acquisitions in the BSC Industry
--Preparing Your Company for Growth
--How to Organize Your HR Function to Grow
--Effective Workloading
--Expanding Services--Stop Accounts from Going Out To Bid
--The Successful Hiring Process for Service Workers
--Green Sustainability and Health
--Social Media to Enhance Your Business
--Make the Impossible Sale
--Budgeting, Planning and Rewarding Profitable Performance
--Successfully Navigating Through Disaster
--Group Purchasing--It's About More Than Just Price
--De-commoditize the Business Through Innovation
--Service Needs from the Customer Perspective:How BSC's Create Value for Their Customers
In addition there will be a Productivity Seminar, Bidding and Estimating Seminar, and a Supervisor's Seminar.
This year the popular roundtable discussions have been expanded. I know I will be at these. Let me suggest you go to www.bscai.org and check out all the details of the convention as well as housing etc. I'll be there all week and hope to see as many of you as possible. In fact, why not come by our Tripod Learning Associates table in the vendor pavillion on Friday and Saturday, say hi, let us know what you think of these blogs and give us your ideas for subjects you would like to know more about.
In the meantime, the daily pod casts are there to spark some ideas of what you want to accomplish at the convention---ARE YOU LISTENING?
Till next time.
We had a great time recording these and I can tell you this is going to be an outstanding convention. In addition, ISSA will be conducting their annual trade show on the 17th through the 19th. What a week this will be.
But let me get back to the pod casts. On Monday of this week we talked with Chris Mundschenk the Executive Vice President of BSCAI as he outlined what all will be happening. Let me just outline some of the sessions that will be available,
--Measuring Your Team's Performance
--Managing Your Sales Force
--Top Grading Personnel--Constant/Continuous Improvement
--Peer Groups: The Secret of Successful Contractors
--What everyone Should Know About Accounting
--Is It Time to Buy, Sell or Both? Mergers and Acquisitions in the BSC Industry
--Preparing Your Company for Growth
--How to Organize Your HR Function to Grow
--Effective Workloading
--Expanding Services--Stop Accounts from Going Out To Bid
--The Successful Hiring Process for Service Workers
--Green Sustainability and Health
--Social Media to Enhance Your Business
--Make the Impossible Sale
--Budgeting, Planning and Rewarding Profitable Performance
--Successfully Navigating Through Disaster
--Group Purchasing--It's About More Than Just Price
--De-commoditize the Business Through Innovation
--Service Needs from the Customer Perspective:How BSC's Create Value for Their Customers
In addition there will be a Productivity Seminar, Bidding and Estimating Seminar, and a Supervisor's Seminar.
This year the popular roundtable discussions have been expanded. I know I will be at these. Let me suggest you go to www.bscai.org and check out all the details of the convention as well as housing etc. I'll be there all week and hope to see as many of you as possible. In fact, why not come by our Tripod Learning Associates table in the vendor pavillion on Friday and Saturday, say hi, let us know what you think of these blogs and give us your ideas for subjects you would like to know more about.
In the meantime, the daily pod casts are there to spark some ideas of what you want to accomplish at the convention---ARE YOU LISTENING?
Till next time.
Monday, September 3, 2012
NOTHING HAPPENS UNTIL SOMEBODY SELLS SOMETHING
I don't remember who told me or where I read the title to this session but it is very true. You can have the nicest office, the greatest equipment, a trained technical staff, but until you have a customer you don't have a company. Don't ever forget that.
That is a major reason why good salespeople are highly compensated and they should be. The key, of course, if finding good sales people and keeping them. Many people try to convince you they are good sales people but many times all they have sold is you (or me) on hiring them.
After making many wrong hiring decisions on sales people, I established a policy that no sales person would be hired in our company without a thorough personality profile test. There are several good companies that produce them and they are well worth the money.
I can recount many times where someone in our company was totally convinced that they had found "the person" to bring on more business than we knew what to do with. I would be told, "we don't need to test this person. They are solid and really professional and we may scare them off by wanting to test them. It will be an insult to a real professional". My response? If they are a real professional they will welcome the opportunity to take a personality profile to prove their professionalism to us. We eliminated countless sales people "wannabes" by using this method of screening and it sure cost a lot less dollars in the long run.
By now I hope you are aware that the first book I published was entitled "SELLING CONTRACT CLEANING SERVICES 101". Even if you are not aware of that, it still was the first book I published. If you haven't yet read it let me suggest you purchase a copy and use it as a blueprint for growing your sales profitably.
What follows is an idea from that book that can help you grow successfully. It is not in the detail explored in the book but it still will help you with some ideas on growing. I believe strongly that a systematic process is essential to your success. So here goes.
Determine what it is that you do best and then go after those accounts that fit your strategy. For instance, if you are best equipped to do 5 time weekly accounts between 6 and 10 at night using part time people, determine what types of accounts fall into that category in your market area. If you attempt to be everything to everybody all of the time, soon you will be nobody to everybody all of the time.
Once you have made the decision on what types of accounts are best for you, a data base needs to be created so you can begin contacting these prospects.
So, let me outline just one of the successful methods I used for contacting those prospects and still use today with the clients I work with as a consultant.
That is a major reason why good salespeople are highly compensated and they should be. The key, of course, if finding good sales people and keeping them. Many people try to convince you they are good sales people but many times all they have sold is you (or me) on hiring them.
After making many wrong hiring decisions on sales people, I established a policy that no sales person would be hired in our company without a thorough personality profile test. There are several good companies that produce them and they are well worth the money.
I can recount many times where someone in our company was totally convinced that they had found "the person" to bring on more business than we knew what to do with. I would be told, "we don't need to test this person. They are solid and really professional and we may scare them off by wanting to test them. It will be an insult to a real professional". My response? If they are a real professional they will welcome the opportunity to take a personality profile to prove their professionalism to us. We eliminated countless sales people "wannabes" by using this method of screening and it sure cost a lot less dollars in the long run.
By now I hope you are aware that the first book I published was entitled "SELLING CONTRACT CLEANING SERVICES 101". Even if you are not aware of that, it still was the first book I published. If you haven't yet read it let me suggest you purchase a copy and use it as a blueprint for growing your sales profitably.
What follows is an idea from that book that can help you grow successfully. It is not in the detail explored in the book but it still will help you with some ideas on growing. I believe strongly that a systematic process is essential to your success. So here goes.
Determine what it is that you do best and then go after those accounts that fit your strategy. For instance, if you are best equipped to do 5 time weekly accounts between 6 and 10 at night using part time people, determine what types of accounts fall into that category in your market area. If you attempt to be everything to everybody all of the time, soon you will be nobody to everybody all of the time.
Once you have made the decision on what types of accounts are best for you, a data base needs to be created so you can begin contacting these prospects.
So, let me outline just one of the successful methods I used for contacting those prospects and still use today with the clients I work with as a consultant.
WEEKLY TARGETED MAILINGS
I consider this an extremely effective way to reach your target audience. It certainly is a good one for those contractors on a limited budget. It actually is a combination direct mail, telemarketing approach without all the negative baggage that can be associated with either one of them.
In short, this is a program of sending a designated number, usually 25-30 or so, information packets to your prospects each Friday and then calling them Wednesday or Thursday of the next week to ask for a 20 minute appointment to review the information in person with them.
My company used this system very successfully for many years. Today we are assisting several other companies who want to create a substantial growth in their sales and profitability. I talk about this being a great system for growth if you are on a limited budget but it is a great system for marketing your services no matter what your budget may be.
In the packet you want to include information that you have determined sets you apart from your competition. Do you have specific systems or processes that are unique to the industry in the markets you serve? If so, highlight them. If you are a new or emerging company, highlight the fact that you can give personal service unlike anything they have ever seen.
Include pictures of the key staff members and maybe their years of service. Maybe even highlight the individual(s) that would be responsible for their account. If you are the key staff member, say so. Emphasize the personal service ownership can provide. This was my key selling point for years. You will also want to include a brief outline of the additional services you offer. This is just another way to possibly catch the prospects eye in the event that janitorial service is not what they are interested in at the present time.
I recommend you develop a file type presentation folder and place the information in the folder with a cut on it just like a regular file folder only this cut will have the name of your company on it. I suggest this because a standard response from most prospects is, "I will put your information in the file with the rest of the information I have on contract cleaners". Well, if you provide the file for them, then when they decide to reach for the information, your folder will be the one they reach for.
Some other key points for your assistance if you decide to follow this path to sales success:
*****Put the mailing in a 9 by 12 envelope. Your chances are much greater it will get to the recipient than with a regular letter sent in a regular envelope. By the way, NEVER send an envelope to "buyer" or "owner". Always have a name so it truly does get to the right person.
*****Be consistent in your mailing. Mail them EVERY WEEK.
*****Do not fail to call the following Wednesday or Thursday no matter what "fires" need to be put out at the time.
*****When asking for the 20 minute appointment to discuss your services, when you get to the appointment, take off your watch and lay it on the table or desk and remind the prospect you asked for 20 minutes and you will not stay past your allotted time unless they request you to stay. I only had one person in all the years I did they process tell me my time was up.
***** Ask for the opportunity to present a proposal (not bid).
*****BE ON TIME
This is a very effective way to secure new customers and I recommend you consider it seriously as you move forward. Remember, NOTHING HAPPENS UNTIL SOMEONE SELLS SOMETHING.
Next Monday, September 10, we will be starting our daily pod casts leading up to the BSCAI/ISSA convention and trade show. Our first very special guest will be Chris Mundschenk, Executive Vice President of BSCAI. This is a great interview and you won't want to miss it. Join us at www.tripodcast.com and by subscribing to the free pod cast you can get 30% off on your convention registration just by entering the code SMD30 in the promo code box when you register at www.bscai.org.
Till next time.
In short, this is a program of sending a designated number, usually 25-30 or so, information packets to your prospects each Friday and then calling them Wednesday or Thursday of the next week to ask for a 20 minute appointment to review the information in person with them.
My company used this system very successfully for many years. Today we are assisting several other companies who want to create a substantial growth in their sales and profitability. I talk about this being a great system for growth if you are on a limited budget but it is a great system for marketing your services no matter what your budget may be.
In the packet you want to include information that you have determined sets you apart from your competition. Do you have specific systems or processes that are unique to the industry in the markets you serve? If so, highlight them. If you are a new or emerging company, highlight the fact that you can give personal service unlike anything they have ever seen.
Include pictures of the key staff members and maybe their years of service. Maybe even highlight the individual(s) that would be responsible for their account. If you are the key staff member, say so. Emphasize the personal service ownership can provide. This was my key selling point for years. You will also want to include a brief outline of the additional services you offer. This is just another way to possibly catch the prospects eye in the event that janitorial service is not what they are interested in at the present time.
I recommend you develop a file type presentation folder and place the information in the folder with a cut on it just like a regular file folder only this cut will have the name of your company on it. I suggest this because a standard response from most prospects is, "I will put your information in the file with the rest of the information I have on contract cleaners". Well, if you provide the file for them, then when they decide to reach for the information, your folder will be the one they reach for.
Some other key points for your assistance if you decide to follow this path to sales success:
*****Put the mailing in a 9 by 12 envelope. Your chances are much greater it will get to the recipient than with a regular letter sent in a regular envelope. By the way, NEVER send an envelope to "buyer" or "owner". Always have a name so it truly does get to the right person.
*****Be consistent in your mailing. Mail them EVERY WEEK.
*****Do not fail to call the following Wednesday or Thursday no matter what "fires" need to be put out at the time.
*****When asking for the 20 minute appointment to discuss your services, when you get to the appointment, take off your watch and lay it on the table or desk and remind the prospect you asked for 20 minutes and you will not stay past your allotted time unless they request you to stay. I only had one person in all the years I did they process tell me my time was up.
***** Ask for the opportunity to present a proposal (not bid).
*****BE ON TIME
This is a very effective way to secure new customers and I recommend you consider it seriously as you move forward. Remember, NOTHING HAPPENS UNTIL SOMEONE SELLS SOMETHING.
Next Monday, September 10, we will be starting our daily pod casts leading up to the BSCAI/ISSA convention and trade show. Our first very special guest will be Chris Mundschenk, Executive Vice President of BSCAI. This is a great interview and you won't want to miss it. Join us at www.tripodcast.com and by subscribing to the free pod cast you can get 30% off on your convention registration just by entering the code SMD30 in the promo code box when you register at www.bscai.org.
Till next time.
Tuesday, August 28, 2012
STOP WASTING MONEY
In the service industry today, no subject receives more discussion and less results than does training. Nearly every proposal that I have seen in the contract cleaning industry will have a section on how they employ trained personnel---POORLY TRAINED, that is.
Just in the last week, I have had 5 BSCs contact me with employee issues of poor work out on the job, some to the point of losing an account. My first question---DESCRIBE TO ME YOUR TRAINING PROGRAM. In each case the answer was that they send them out to work with a current "experienced" employee. My next question is "experienced at what"? When was the last time you checked the procedures your experienced employees were following? You've heard me say this before but it bears repeating--On the job training will lead to on the job failure unless you have a systematic way of checking the work of the experienced worker.
When I conduct workshops on the subject of training, one of the exercises we have the participants do in groups is to list what better training of the worker means to them and the company as a whole. Let me list some that come to my mind.
----REDUCES TURNOVER--At the rate of $500 plus per employee to put someone on the payroll, it doesn't take a genius to determine that this benefit comes near the top of the list. Let me suggest you review the number of W-2's your company provided for everyone that worked for you last year,determine the excess over your normal payroll and you'll see the dollars you wasted. You may want to get some nausea relief pills before you do this exercise.
----HELPS RETAIN CUSTOMERS--Ever had a customer tell you when they canceled that the main reason was your high turnover? Most service companies, if honest, will admit they have, at least once been told that. So factor in the sales cost you have in finding new prospects and turning them into long term customers and you have another big number and big reason to provide a quality training program in your company.
----HELPS OBTAIN NEW CUSTOMERS--One of the questions being asked often today by prospective customers is, "What's your turnover rate"? I have seen service contractors eliminated through this process. I have also seen service contractors become extremely creative in how they determine their turnover rate when they have to answer this question. Be creative if you want to the prospect but you still have the high turnover when you get back to the office.
----LOWER LABOR COSTS--You, no doubt, have heard or said the phrase , "Why is their never enough time to do it right the first time but always time to do it over"? Well, with the proper training, there are fewer times the job has to be done over. Make sense? Not to mention when a customer has to call you to complain that a job was not done correctly, you have lost credibility with that customer which brings you one step closer to making them a former customer.
I can go on and on with such things as lower material costs by using the products correctly, less equipment repair by knowing how to run and take proper care of the equipment etc.
I remember at one of our quarterly supervisor's management meetings, one of my key managers was explaining for the umpteenth time how to properly empty a vacuum bag. As he was going through the process, one of the participants asked, "Bill, how many times are we going to have to hear how to properly empty a vacuum bag?" " I will continue to repeat this process until we learn how to do it properly" was the reply. You see, as fate would have it, Bill had taken the vacuum he was demonstrating the procedure with from the building where the questioning participant worked. We did not embarrass this person in front of his peers but did talk with him after the meeting that it was his vacuum we were using and that it would be best if he listened more and talked less and then followed the correct procedure. We then invited him to take the vacuum back to his building and begin operating it correctly.
I can go on with this exercise but I have probably hit on the major reasons for doing training that most impact the profitability of your company. Do you see how you are wasting substantial dollars every day if you don't develop and implement a systematic ongoing effective training program at all levels of your company? Let me suggest you conduct this exercise with your staff and then build a training workshop around the answers and the ones you want to discuss that they may not have listed. Try it, you'll like it.
By the way, if you are interested in receiving a free sample copy of the training program we used, you can contact me through our web site at the "ask Dick Ollek" section.
Don't forget to tune into our free pod casts at www.tripodcast.com. Soon we will begin broadcasting daily sessions highlighting the BSCAI convention speakers and sponsors. Also, by signing up to receive an e-mail whenever a new pod cast is posted, you can register at the BSCAI website for the October convention and receive a 30% discount just by entering the code SMD30 in the promo code box. Heck of a good deal. Hope to see you there.
Till next time.
Just in the last week, I have had 5 BSCs contact me with employee issues of poor work out on the job, some to the point of losing an account. My first question---DESCRIBE TO ME YOUR TRAINING PROGRAM. In each case the answer was that they send them out to work with a current "experienced" employee. My next question is "experienced at what"? When was the last time you checked the procedures your experienced employees were following? You've heard me say this before but it bears repeating--On the job training will lead to on the job failure unless you have a systematic way of checking the work of the experienced worker.
When I conduct workshops on the subject of training, one of the exercises we have the participants do in groups is to list what better training of the worker means to them and the company as a whole. Let me list some that come to my mind.
----REDUCES TURNOVER--At the rate of $500 plus per employee to put someone on the payroll, it doesn't take a genius to determine that this benefit comes near the top of the list. Let me suggest you review the number of W-2's your company provided for everyone that worked for you last year,determine the excess over your normal payroll and you'll see the dollars you wasted. You may want to get some nausea relief pills before you do this exercise.
----HELPS RETAIN CUSTOMERS--Ever had a customer tell you when they canceled that the main reason was your high turnover? Most service companies, if honest, will admit they have, at least once been told that. So factor in the sales cost you have in finding new prospects and turning them into long term customers and you have another big number and big reason to provide a quality training program in your company.
----HELPS OBTAIN NEW CUSTOMERS--One of the questions being asked often today by prospective customers is, "What's your turnover rate"? I have seen service contractors eliminated through this process. I have also seen service contractors become extremely creative in how they determine their turnover rate when they have to answer this question. Be creative if you want to the prospect but you still have the high turnover when you get back to the office.
----LOWER LABOR COSTS--You, no doubt, have heard or said the phrase , "Why is their never enough time to do it right the first time but always time to do it over"? Well, with the proper training, there are fewer times the job has to be done over. Make sense? Not to mention when a customer has to call you to complain that a job was not done correctly, you have lost credibility with that customer which brings you one step closer to making them a former customer.
I can go on and on with such things as lower material costs by using the products correctly, less equipment repair by knowing how to run and take proper care of the equipment etc.
I remember at one of our quarterly supervisor's management meetings, one of my key managers was explaining for the umpteenth time how to properly empty a vacuum bag. As he was going through the process, one of the participants asked, "Bill, how many times are we going to have to hear how to properly empty a vacuum bag?" " I will continue to repeat this process until we learn how to do it properly" was the reply. You see, as fate would have it, Bill had taken the vacuum he was demonstrating the procedure with from the building where the questioning participant worked. We did not embarrass this person in front of his peers but did talk with him after the meeting that it was his vacuum we were using and that it would be best if he listened more and talked less and then followed the correct procedure. We then invited him to take the vacuum back to his building and begin operating it correctly.
I can go on with this exercise but I have probably hit on the major reasons for doing training that most impact the profitability of your company. Do you see how you are wasting substantial dollars every day if you don't develop and implement a systematic ongoing effective training program at all levels of your company? Let me suggest you conduct this exercise with your staff and then build a training workshop around the answers and the ones you want to discuss that they may not have listed. Try it, you'll like it.
By the way, if you are interested in receiving a free sample copy of the training program we used, you can contact me through our web site at the "ask Dick Ollek" section.
Don't forget to tune into our free pod casts at www.tripodcast.com. Soon we will begin broadcasting daily sessions highlighting the BSCAI convention speakers and sponsors. Also, by signing up to receive an e-mail whenever a new pod cast is posted, you can register at the BSCAI website for the October convention and receive a 30% discount just by entering the code SMD30 in the promo code box. Heck of a good deal. Hope to see you there.
Till next time.
Wednesday, August 22, 2012
SOME IMPORTANT FAVORITE SAYINGS
Soon many of us (and I hope you) will be heading to Chicago to attend the ISSA/Interclean/BSCAI trade show and convention. As I reflect on previous conventions I am reminded of some of the great speakers we had as either keynoters or general session presenters. Let me share a couple of points that I heard that stuck with me over the years.
THERE IS NO USE DOING WELL THAT WHICH YOU SHOULD NOT BE DOING AT ALL---Thomas Connellan at the 1979 BSCAI show in Dallas, TX.
This saying hit me right between the eyes. At that time I had been in business for myself for 7 years and was still opening the mail every morning to "see what has come in".
I don't know what exacting I was looking for. I guess I needed to see who had paid us and who was cancelling service---not! I took the deposit to the bank every day. What, no one else knew how to drive? Mr. Connellan's presentation made me take a look at how we were doing everything, especially how and what I was doing in the company. I found myself doing many things that could just as well be done by someone already on staff and frankly, they could do it much better and faster.
That statement was framed and has hung on my wall ever since. This one thing probably did more to keep me focused down through the years than anything else that was told or shown to me. Let me ask you, what are you doing in your company that you should not be doing at all? Check it out, you will probably be amazed. The time you are wasting can not be recovered.
IF YOU HAVE A CUSTOMER SERVICE REPRESENTATIVE IN YOUR COMPANY, WHAT ARE THE REST OF YOUR PEOPLE DOING?---TOM PETERS
This one always stuck with me as being particularly appropriate for our industry. So often I hear contract service owners and managers talk about how they have "customer service representatives" visit customers to discuss the quality of cleaning being done. The reality is we shouldn't have to do that because we should know on a daily basis what level of cleaning we are performing.
I realize we must maintain regular customer contact to develop and maintain a relationship. No question about it. That is why I believe you should have area supervisors or managers who work from early afternoon to 10 or 11 at night. Afternoons should be spent visiting the customer and developing that relationship and evenings can be spent in the field with the cleaning technicians.
Those afternoon visits should be augmented by regular monthly or quarterly partnering meetings as I have discussed in earlier writings. That is where the owner and/or top management can be involved in a formal meeting and they will know soon enough if the customer is comfortable with how everything is progressing.
Now having said that, I want to emphasize that the owner/manager must ALWAYS be available to visit with customers. I made random visits all of the time to see my customers. My routine was to visit with the customer on a social basis first, with a comment or question as to if they were comfortable with my staff and they would volunteer comments if they weren't satisfied which was my clue to get more involved. Oh, and by the way, I always made sure I checked random janitor's closets to see how we were doing in that department. I had a customer tell me early in my career that his evaluation of a cleaning company was if they kept their janitor's closets clean. He felt, and rightfully so, that if we couldn't keep our janitor's closet clean, how in the world could we keep his building clean. How are YOU doing in that department?
Having account reps to manage an account is one thing but to have someone to just go to the accounts to check quality is not something I subscribe to. By the way, if you have someone going during the day and they have cleaning issues with the night crew and the crew doesn't correct those issues, the service representative has to face the customer the next day and eventually you have an internal war on your hands that can easily spill over to the customer. Enough said on that issue for now.
These are just a couple of the important sayings that influenced my business career. I hope they will be helpful to you as well.
Don't forget our weekly FREE tripodcasts at www.tripodcast.com. In mid September we will begin daily ones highlighting the speakers and sponsors at the upcoming convention. I hope you will plan to listen as there are some really good speakers this year. Also, if you are a subscriber to our tripodcasts you can register for the convention at www.bscai.org and enter the promotion code SMD30 and get a 30% discount on your registration investment. Check it out.
Till next time and MAKE IT A GREAT DAY.
THERE IS NO USE DOING WELL THAT WHICH YOU SHOULD NOT BE DOING AT ALL---Thomas Connellan at the 1979 BSCAI show in Dallas, TX.
This saying hit me right between the eyes. At that time I had been in business for myself for 7 years and was still opening the mail every morning to "see what has come in".
I don't know what exacting I was looking for. I guess I needed to see who had paid us and who was cancelling service---not! I took the deposit to the bank every day. What, no one else knew how to drive? Mr. Connellan's presentation made me take a look at how we were doing everything, especially how and what I was doing in the company. I found myself doing many things that could just as well be done by someone already on staff and frankly, they could do it much better and faster.
That statement was framed and has hung on my wall ever since. This one thing probably did more to keep me focused down through the years than anything else that was told or shown to me. Let me ask you, what are you doing in your company that you should not be doing at all? Check it out, you will probably be amazed. The time you are wasting can not be recovered.
IF YOU HAVE A CUSTOMER SERVICE REPRESENTATIVE IN YOUR COMPANY, WHAT ARE THE REST OF YOUR PEOPLE DOING?---TOM PETERS
This one always stuck with me as being particularly appropriate for our industry. So often I hear contract service owners and managers talk about how they have "customer service representatives" visit customers to discuss the quality of cleaning being done. The reality is we shouldn't have to do that because we should know on a daily basis what level of cleaning we are performing.
I realize we must maintain regular customer contact to develop and maintain a relationship. No question about it. That is why I believe you should have area supervisors or managers who work from early afternoon to 10 or 11 at night. Afternoons should be spent visiting the customer and developing that relationship and evenings can be spent in the field with the cleaning technicians.
Those afternoon visits should be augmented by regular monthly or quarterly partnering meetings as I have discussed in earlier writings. That is where the owner and/or top management can be involved in a formal meeting and they will know soon enough if the customer is comfortable with how everything is progressing.
Now having said that, I want to emphasize that the owner/manager must ALWAYS be available to visit with customers. I made random visits all of the time to see my customers. My routine was to visit with the customer on a social basis first, with a comment or question as to if they were comfortable with my staff and they would volunteer comments if they weren't satisfied which was my clue to get more involved. Oh, and by the way, I always made sure I checked random janitor's closets to see how we were doing in that department. I had a customer tell me early in my career that his evaluation of a cleaning company was if they kept their janitor's closets clean. He felt, and rightfully so, that if we couldn't keep our janitor's closet clean, how in the world could we keep his building clean. How are YOU doing in that department?
Having account reps to manage an account is one thing but to have someone to just go to the accounts to check quality is not something I subscribe to. By the way, if you have someone going during the day and they have cleaning issues with the night crew and the crew doesn't correct those issues, the service representative has to face the customer the next day and eventually you have an internal war on your hands that can easily spill over to the customer. Enough said on that issue for now.
These are just a couple of the important sayings that influenced my business career. I hope they will be helpful to you as well.
Don't forget our weekly FREE tripodcasts at www.tripodcast.com. In mid September we will begin daily ones highlighting the speakers and sponsors at the upcoming convention. I hope you will plan to listen as there are some really good speakers this year. Also, if you are a subscriber to our tripodcasts you can register for the convention at www.bscai.org and enter the promotion code SMD30 and get a 30% discount on your registration investment. Check it out.
Till next time and MAKE IT A GREAT DAY.
Wednesday, August 15, 2012
SALES PRESENTATION HELPFUL HINTS
In this session it is not our intention to provide you with a library of quick witted, slick all American sales phrases, but we do want to provide some helpful hints and phrases to listen for that gives you a hint the prospect is considering becoming a customer. Maybe we can provide some possible answers to questions that just might help close the sale.
SOME KEY POINTS TO REMEMBER
1. You are preparing proposals for your prospect, NOT BIDS. We bid commodities and I would hope you are aware the service you provide is NOT A COMMODITY.
2. BE ON TIME
3. Remember to set the time for the proposal presentation at the time you do the walk through.
4. If possible in a one on one presentation, sit next to the prospect so you can control the turning of the pages as you make the presentation.
5. Never speak ill of a competitor.
6. Choose your words carefully as you present. A small mistake can result in a big lost sale. For instance, your wife or girlfriend likes to hear a phrase like, "When I look at you my dear, the hands of time stand still". Beautiful words aren't they? But try saying, "You have the face that would stop a clock". Or look how one day on the calendar can make a difference if you say to your spouse, "Looking at you darling is like the first day of spring", versus, "Looking at you is like the last day of a long hard winter". See how one day can make a big difference. Anyway, you get the point.
7. Dress appropriately for the event. Learn in advance the proper dress code of the company you are wanting to work for and then be sure that you and everyone on your presentation team is in step.
8. ASK FOR THE ORDER. As a matter of fact, you should be attempting to close the sale throughout the entire process with the information you present and in the way you answer their questions. Some statements or questions provided by prospects just naturally lend themselves to closing such as:
Q. I don't like being invoiced at the first of the month.
A. When would you like to be invoiced? If we invoice on the day you want, will you award us the contract? We can start as early as _______________.
Q. Do you usually start on a weekend?
A. We can start when you want. How about on the _______________?
Q. How much room do you need for your supplies and equipment?
A. Why don't we walk to the closet and double check the room you have and I can give you a better idea?
Q. Would you be keeping the current employees?
A. Are there employees that you would like us to keep? We will guarantee each of them an interview (you will notice I didn't say guarantee a job).
Q. You're too high (This one comes into play if you have not reviewed the specifications without pricing and got them to agree).
A. Can you give me an idea of the dollar amount in your budget? With that number we can together discuss the specifications and arrive at some frequency adjustments that can meet the budget you are planning.
1. You are preparing proposals for your prospect, NOT BIDS. We bid commodities and I would hope you are aware the service you provide is NOT A COMMODITY.
2. BE ON TIME
3. Remember to set the time for the proposal presentation at the time you do the walk through.
4. If possible in a one on one presentation, sit next to the prospect so you can control the turning of the pages as you make the presentation.
5. Never speak ill of a competitor.
6. Choose your words carefully as you present. A small mistake can result in a big lost sale. For instance, your wife or girlfriend likes to hear a phrase like, "When I look at you my dear, the hands of time stand still". Beautiful words aren't they? But try saying, "You have the face that would stop a clock". Or look how one day on the calendar can make a difference if you say to your spouse, "Looking at you darling is like the first day of spring", versus, "Looking at you is like the last day of a long hard winter". See how one day can make a big difference. Anyway, you get the point.
7. Dress appropriately for the event. Learn in advance the proper dress code of the company you are wanting to work for and then be sure that you and everyone on your presentation team is in step.
8. ASK FOR THE ORDER. As a matter of fact, you should be attempting to close the sale throughout the entire process with the information you present and in the way you answer their questions. Some statements or questions provided by prospects just naturally lend themselves to closing such as:
Q. I don't like being invoiced at the first of the month.
A. When would you like to be invoiced? If we invoice on the day you want, will you award us the contract? We can start as early as _______________.
Q. Do you usually start on a weekend?
A. We can start when you want. How about on the _______________?
Q. How much room do you need for your supplies and equipment?
A. Why don't we walk to the closet and double check the room you have and I can give you a better idea?
Q. Would you be keeping the current employees?
A. Are there employees that you would like us to keep? We will guarantee each of them an interview (you will notice I didn't say guarantee a job).
Q. You're too high (This one comes into play if you have not reviewed the specifications without pricing and got them to agree).
A. Can you give me an idea of the dollar amount in your budget? With that number we can together discuss the specifications and arrive at some frequency adjustments that can meet the budget you are planning.
I WANT TO THINK IT OVER
The facts of life are that no matter how professional you appear and how professional your proposal is, there will be many times that you get that phrase, "I want to think it over". You then have another opportunity to close by asking,
"So that I can prepare the information you need, just exactly what is it that you are wanting to think over? You see, I want your business and it is important that I present you will all the facts so you can make the correct decision". Their answer then dictates where you go next. You have to be prepared to provide the information for them and set another appointment for delivery of that information.
As I said we are not providing fancy, can't miss pressure sales closes. Where I come from "pushy peddlers" are pushed right out the door so I prefer the conversational approach to closing the sale. IT WORKS.
My wife sold a few years for my company and she was our top producer. The two reasons I feel she was successful is that she followed the order of our proposal to the letter when making the presentation, and maybe more importantly, she came across sincere to the prospect. I heard her use the phrase many times, "The one thing I can promise you is that our company is going to make every effort to provide the service outlined in this proposal to your satisfaction, and if we make a mistake we will correct it immediately". I had customers tell me later that is all they really want. Do the work you promise to do and when you make a mistake correct it with no excuses.
HAPPY SELLING.
Don't forget our FREE weekly tripodcast at www.tripodcast.com. You can subscribe by entering your e-mail at the site and then hitting the subscribe icon. In addition, if you subscribe you are entitled to 30% off on your BSCAI convention registration fee. Just go to bscai.org to register and enter the code SMD30 in the promo code box. Believe me, that is a real worthwhile investment, take advantage of it today. Soon we will begin our daily tripodcasts featuring the speakers and sponsors of the convention. You won't want to miss that.
Till next time.
"So that I can prepare the information you need, just exactly what is it that you are wanting to think over? You see, I want your business and it is important that I present you will all the facts so you can make the correct decision". Their answer then dictates where you go next. You have to be prepared to provide the information for them and set another appointment for delivery of that information.
As I said we are not providing fancy, can't miss pressure sales closes. Where I come from "pushy peddlers" are pushed right out the door so I prefer the conversational approach to closing the sale. IT WORKS.
My wife sold a few years for my company and she was our top producer. The two reasons I feel she was successful is that she followed the order of our proposal to the letter when making the presentation, and maybe more importantly, she came across sincere to the prospect. I heard her use the phrase many times, "The one thing I can promise you is that our company is going to make every effort to provide the service outlined in this proposal to your satisfaction, and if we make a mistake we will correct it immediately". I had customers tell me later that is all they really want. Do the work you promise to do and when you make a mistake correct it with no excuses.
HAPPY SELLING.
Don't forget our FREE weekly tripodcast at www.tripodcast.com. You can subscribe by entering your e-mail at the site and then hitting the subscribe icon. In addition, if you subscribe you are entitled to 30% off on your BSCAI convention registration fee. Just go to bscai.org to register and enter the code SMD30 in the promo code box. Believe me, that is a real worthwhile investment, take advantage of it today. Soon we will begin our daily tripodcasts featuring the speakers and sponsors of the convention. You won't want to miss that.
Till next time.
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