When a cleaning business finds itself facing problems, someone always recommends training as the ideal solution. Perhaps it is, but before you zero in on training as your salvation, slow down and examine your problem very carefully. Keep in your mind that there are other methods available for solving business problems that may be easier, less expensive and possibly better, that should be considered before making a decision that training is the way to go.

If we define a problem as an inconsistency between existing conditions and the desired condition in your business, I can suggest three reliable ways of arriving at a solution:

FIRST: Redefine Company Values (an option, but perhaps not the best) - You can change expectations, goals, policies, or even company priorities so that existing conditions will fit your revised values for your company.

SECOND: Change Environmental Conditions - You can rearrange, change or modify equipment and/or materials used. You can develop or acquire a completely different system, and you certainly can even change personnel.

THIRD: Train People - After carefully considering every aspect of the first two possibilities, and no solution is found, then its time to consider the following ...

• teaching new skills,
• introducing new concepts,
• as well as new behavior and attitude requirements for those willing to modify their present ones.

This problem of  "what should I do now?" is the single most common challenge to a new and growing carpet cleaning service: New owners (operator & wife) may start as a two person team. But, with lots of hard work, plenty of attention to pleasing customers and all of a sudden there are now an additional six employees! This sounds like success, [and looks like success to outsiders] except that with the addition of each employee, the profit ratio has been decreasing. A problem definitely exists.

It is the obvious inconsistency between the present out of balance cost of running the business compared to the desired costs of doing so. Initially it's quite clear to the owners that there is a serious problem. Owners quite often believe at this point that the employees are the problem. They can clearly see a difference between their employees existing level of efficiency and the desired level. On the other hand, the employees are usually very content with existing conditions and in fact feel that they have been responsible for the company growth.

And, what about the customers? Are they satisfied? Apparently they are or the company wouldn't be growing! On the other hand, will they continue to be satisfied if the owners change the level of customer services they have become accustomed to? Initially, training may seem to be the obvious means of resolving the difference between actual and desired performance. However, the situation is really not that simple for the owners.

As an owner / manager examines this situation, [which could indeed be yours] there are several alternative means of resolving the problem that must be considered.

Possibility #1 Redefine the Problem - A thorough examination of the situation might reveal that the decreased profit rate was after all, acceptable. Perhaps the owners profit expectations are unrealistic at this growth level.

Possibility #2 Change the Environmental Conditions - New or additional equipment that has a higher efficiency level could be purchased. It's possible that by reorganizing job assignments more efficiently, staff could be reduced without any loss of service levels.

Possibility #3 Increase Skills or Ability (at all levels) - At this point training definitely becomes a consideration -- but not technical training. The very first area to consider is the area all small business owners avoid like the plague, management training! After carefully considering management training, only then is it time to consider teaching new skills, introducing new concepts, as well as new behavior and attitude requirements for those employees willing to modify their present ones.

Our industry is overflowing with technical training, followed closely by the availability of marketing help. However, the area where training is woefully lacking is in the management arena. The reason is simple, no one attends these courses. It is my opinion that our industry focus on technical competency accompanied by our casual disregard of available management guidance is the number one contributor to the high level of failures in the cleaning business. It is also my opinion that the best place to find management help is through a good association, but most are failing themselves! Membership in one of the national associations, ASCR or ISCT would be my recommendation.