Don’t believe it, but make sure your client thinks she’s right.Every time I hear this, I cringe because I know the conversation will turn into a discussion about how true the statement is rather than on what it means. Whether it’s true is NOT what’s important. It doesn’t mean that EVERY customer is right about [...]
Kickstarter campaign has raised over $70,000 to make a documentary about lawsuits against Yelp.CBT has previously reported on the journey one carpet cleaner took to force Yelp to clean up its practices by making Yelp reveal the identity of posters so that business owners could identify fraudulent reviews and have them removed. And while Hadeed [...]
As an industry, we are, and always will be, remembered not for 99% of things we got right, but for the 1% of things we got wrong.At first glance the answer to this question “What business are we really in?” may seem so obvious that it is barely worth addressing, but first glances can often [...]
If you aren’t including customer service training – even professional reading – for your staff, you may be losing more business than you’re gaining. Often the focus of training is on getting different areas of the house or office cleaned in a specific way, with specific products, to meet a specific time allotment – all [...]
Creating a company of value will depend on your ability and willingness to take your training programs to the next level.It is universally accepted that an excellent training program is a key part of creating an environment of success, especially in the service sectors. Deciding what to include in your training program can be a [...]
There are actually several good reasons why consumers and property managers should have their carpets cleaned during the winter months.Fort Worth, TX - Most consumers and property managers postpone carpet cleaning from about December through March, and even as late as April in many parts of the country. The reasoning: with the ice and snow, [...]
Be the company your customers come back to, even when they lie to you.One of my biggest pet peeves is customers who lie to us. I am amazed by the lack of honesty and the ownership that people fail to take for their own actions any more. One of the major advantages of working from [...]
Father and son navigate the life-long process of succession planning. When Dave Povlitz filed his business corporation paperwork in 1989, he was already thinking about who would take over the company when he was ready to retire. Though that day was 30 or so years in the future, he knew that it mattered even then [...]
Join more than 16,000 cleaning industry professionals, all determined to improve the industry as well as their individual businesses.“I love to see all the big things and the small things that come to market that make things easier or allow us to work faster,” says Ed Selkow, president of Janitorial Growth Solutions and an ISSA/INTERCLEAN [...]
“The Virginia statute makes the judge a gatekeeper..."The Virginia Court of Appeals ruled that reviews are not protected under the First Amendment if the Yelp users were not customers of the company being reviewed. The decision could change the rules for internet consumer reviews. Read more.
