eClean Issue 50

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it's best to be honest with the client. Tell them their options: new carpet, antibacterial agents, or deodorizers, and let them decide for themselves. Poor training and supervision At the end of the day, your reputation depends on the staff who actually do the job. When you know your business well, it's easy to make the mistake of thinking the job's easy and there's no learning curve, but there always is. Training and supervision are the answers. Your staff should consist of pros, not grunt laborers if you want to offer a truly excellent service to your clients. What makes you a professional? Just accepting money for a carpet cleaning service doesn't make anyone a true professional. I'll admit that much of professionalism is learned through experience, but continuous improvement should be part of any business. If your service is good, it's time to take it to great. Nothing is ever perfect, and that's why there's always room for improvement. The absolute basics are: • Knowing the materials you're going to be cleaning and how they will perform. This is a huge field, and it keeps changing. • Knowing the cleaning agents and other chemicals you work with and building good relationships with your suppliers. • Having professional, well- maintained machines and equipment with trained operators. • Being honest with clients about what you can and cannot do, even if they don't ask. • Offering them the high road version of your service and explaining why the extras are necessary. If they choose the low road, at least they know what the disadvantages are. • Living up to your commitments. These basics plus a few extras such as cheerful, friendly staff and on-site efficiency will go a long way towards building your reputation as a reliable carpet cleaning company. Avoid the pitfalls and errors, and you'll have satisfied clients, referrals and repeat business. Joe Clark is the co-owner of a local carpet cleaning company in Salt Lake City, Utah with over 10 years' experience in residential and commercial carpet cleaning. To learn more, visit About the Author Carpet 30 t

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