San Mateo, CA – Ron Segura, a cleaning consultant to some of the largest building service contractors in North America, shares four “top of the list” ways cleaning companies can make 2017 one of their most successful years not only in income but in customer retention as well.
“These tips are simple but often overlooked” says Segura. “Putting them into practice can really turn things around for a contractor.”
So what are his four “top of the list” suggestions? They are the following:
Pick up the phone. Years ago, customers called if there was an issue to discuss. This had many benefits because as we talked to our customers, they got to know us and we got to know them. Now most communication is electronic and impersonal. When and however a customer contacts you, pick up the phone and talk. Make communication personal again.
Get out from behind your desk. Related to using exclusively electronic communication, some contractors have become “desk potatoes,” always sitting behind their desks. It’s time to end that practice. Contact a client and tell them you want to come by for a walk-through. Your goal is to see your customer and their office “at work.” You’ll understand their cleaning needs more and know whether your service addresses them.
Seek out the “rejectors.” Let’s say you respond to a request for proposals, spend oodles of time preparing your proposal, submit it, and then never hear from the prospect again. Usually that’s the end of the interaction. But that should be the beginning. Next you should find out why you were not selected. Common reasons include:
- Your charge was too low or too high.
- The prospect was not impressed with your presentation (if there was one).
- You did not offer suggestions for improvement, such as how the facility could be greener or more sustainable.
- You lacked experience handling this size or type of facility.
- You submitted your proposal late, or it did not properly address all the items on the request for proposal.
- You did not give them a reason to do business with your company.
This information will help us fine tune our next proposal accordingly.
Form an advisory panel. The most successful cleaning contractors take a team approach to their business operations, and one of the steps includes forming an advisory panel. The panel is made up of people who want you to succeed, such as consultants, staff, suppliers, even customers. The goal of the panel is to evaluate how the business is operating and identify ways to improve it.
About Segura & Associates Segura & Associates was founded by Ron Segura, who now serves as president of the company. Ron has over 45 years of experience in all segments of the professional cleaning and building operation with ten of those years spent as Manager of Janitorial /Document Services for Walt Disney Pictures and Television. Segura & Associates works with clients, helping them operate their facilities in a healthier, more sustainable, and efficient manner. He can be reached via his website at https://www.seguraassociates.com.
