Pembertons can Help You Provide "Customer-Focused", Pet Friendly Home Environment Solutions For Your Customers & Prospects!

Water causes extensive damage to homes and other buildings as well as the contents most frequently during the winter in the northern parts of the U.S.
While structural damage and mold are the greatest concerns for many property owners, damage to fine fabrics is also quite common as well. If you are asked to clean or restore furniture that has been exposed to such water damage, be aware of the following challenges that you face:...keep reading

Pets, who are now beloved and treasured family members, will at times become sick and may urinate or vomit on furniture. When this happens, the nature of the problem and the solution is similar, but not identical, to what you must do with basic urine contamination. However, it is very important that you be aware of these variables....keep reading

When a cleaner is called to treat a pet related urine odor, what they frequently detect isn't urine at all, but instead an odor that cleaners refer to as doggie odor.
NOTE:
It is not uncommon for cleaners to amplify these odors during the professional cleaning process to the extent that it actually becomes a post cleaning complaint and re-service!...keep reading

Don't be surprised if you get a call from a customer who wants urine odor treatment, but also claims to have chemical sensitivity issues and can't tolerate chemical smells-. - - - With the reminder that the recent pandemic and overuse of disinfectants has created a strong sense of chemical fear in our society, you have the opportunity to use Customer - Focused Marketing- approaches that will have you seen as a both caring and professional service company...keep reading

Why do people want pigs as pets? Potbellied pigs (PBP's) make good companions, but only for the right caregiver. On the plus side, pigs are smart, clean, generally non-allergenic, odor-free, flea-free, charming and inexpensive to feed. Pigs are social, bonding easily with humans. They'll readily roll over for a tummy rub, as well as snuggle with you. However, where problems arise is when a 100-200# creature uses a litter box, frequent changes are critical, and misses and accidents- can be more common....keep reading

It's a FACT: Failures occur in odor control treatments that result from treating carpets, rugs, and upholstery that are just too heavily contaminated to be salvaged, (usually attempted due to misjudgment by the technician). . . However, there are also substantially more cases where failures occur simply because of a lack of understanding of the following 3 basic fundamentals:...keep reading

SPECIAL NOTE: Taking care of disasters- in customers' homes is a great way to make grateful customers for life, and to create referrals. -- -- However, NEVER post pictures of such events, and tell related stories, on your business website or social media. -- -- Also, charge accordingly for the time and materials needed, as the time and material involved far exceed standard cleaning measures....keep reading

A cleaner once contacted me about a natural fiber fabric that had a brown ring on it, but defied any attempts to remove the stain. Based on his description, the problem seemed to be mild cellulose browning caused by a water spill that remained on the fabric too long. But following is what was puzzling:...keep reading

Rather than pointing out odor (which may embarrass your customer), your use of the "Free" UV light and moisture sensor inspection, will point out the stains "visually", which is not as embarrassing as telling your customer that you notice an odor in their home.
Such pre-inspections should be offered free of charge to any customer who owns pets; in fact, you might be surprised how many don't notice minor stains (these attract soil and look like "dirty spots" and the owners are often totally unaware of the odor....keep reading

We now live in an era where pet ownership has changed in ways that could not have been predicted! The astronomical growth of pet ownership has made uncollected pet feces a serious problem in many communities where renters have dogs. How does this change in pet ownership and attitudes affect you?...keep reading

In the northeastern US, summer brings warm, humid weather; and with that warmth and humidity, unpleasant odors in carpet, rugs and upholstery can become quite disturbing! Your job, as the 'Authority', is to make a recommendation or deliver a solution! The most common odor that cleaners are called upon to treat is pet urine odor. Often however, when a cleaner is called upon to treat such an odor, what they detect isn't urine at all, but instead an odor we cleaners call "doggie odor". More inside . . ....keep reading

I had a lady stop to see me about a home I had for rent. She did not bring a spouse or a room mate with her, to see the place! - - - She brought her dog!!!
She brought the dog to make sure it liked the house, and that it liked me as her prospective landlord....keep reading

MASSIVE OPPORTUNITY! - - Pet related cleaning services can no longer be considered simply urine odor removal. While the pungent smell of urine odor is often the one that prompts many such calls, there are other pet related odor problems that are equally, if not more important to your customer who wants to live in a Pet Friendly, Clean Home Environment-...keep reading

You must not see pet odor treatment as an add on sale- that you charge a few pennies per square foot extra for providing. This service is instead a stand alone service-, just as upholstery cleaning, area rug cleaning, or airduct cleaning. The service needs special tools, products, and training, and is arguably far more important than cleaning alone to your customer....keep reading

Even before the coronavirus pandemic changed our world beyond recognition, your customers were beginning to be more aware of the need to have their belongings cleaned for health and sanitation, instead of simply because of the appearance of soil. - - - Mattresses are a key example of one item that your customers has more concerns about than you may realize...keep reading

How would you feel if you received that message? My guess is you would be concerned at the very least, perhaps even anxious and panic ridden at the prospects of having a customer's beloved pet needing medical attention related to your cleaning services!
A cleaner I know once received just that message, and I'd like to share what happened, how it was resolved, and most importantly; "How to make sure this NEVER happens to you!"...keep reading

A feeling of trust and mutual respect, or 'rapport'- is essential when you are marketing 'Packages of Specialty Home Cleaning Services'.

There's actually no need to discuss the problem or issue at hand when you're just building 'rapport' at the beginning. Establish 'rapport' first, and then start discussing the prospect's problems and the service packages available to control their problem....keep reading

The question has been asked, "Will pet owners spending on pet related services increase in this new economy?" The Answer is a Resounding - YES!
. . . . DON'T IGNORE THIS GIGANTIC MARKET! Most pet owners today view their pets as part of the family. Dogs are going on vacations with their families, proving that pets as family- is becoming more accepted, perhaps even expected. In fact, over the last few years, we are seeing a movement we might call a humanization- of pets. Imagine that 45% of American pet owners today spend the same or more on the healthcare needs of their pets than they do on themselves! For the most up to date facts, check inside for this link with 2024 statistics! ...keep reading

Let's take a look at three ways that you can make your specialty services unique as well as stand out as different from the competition. In addition, note each of the five additional elements which has worked quite well for a number of small cleaning service businesses. Could one or more of them become a part of your current business strategy?...keep reading

There is a hidden asset available to most professional cleaning services that can help amazingly in this task. It can be referred to as "Unique Value". This tool is so simple you may be tempted to overlook its value. However, examine this concept a little further to prove to yourself that it can work and then give it a try. You will find that it immediately adds impact to your marketing efforts....keep reading

Your customers overall experience with your company is far more important than almost any single aspect of your business. Yes, you need to deliver excellent service, but the follow up is what keeps them coming back and telling their friends about you.
Developing trust is the most important aspects of providing good customer service and making customers happy. Awesome customer care is personal and individualized, and puts the customer in the driver's seat. That is how you truly generate loyal, happy customers....keep reading

The secret to success in your specialty cleaning services business is to differentiate! The secret to unparalleled success is to differentiate by solving the largest unmet needs of a market. This path is the surest route to success but it isn't the easy route. The research results you uncover from taking this approach seriously may greatly alter your business model, products, approach and positioning....keep reading

There is another nefarious sort of marketing misrepresentation going on in our industry that is just as or perhaps more damaging as the low price bait and switch tactics that we and the public in general understand.
It occurs in most cases because of:
Equipment "fatigue", Operator "fatigue", Marketing "fatigue", Attitude "fatigue", Owner "fatigue", and of course - by design!...keep reading

A few years back I had an exchange of emails and phone calls with a fine fabric specialist from California regarding urine damage on a high end natural fiber chenille fabric. The way that he handled it was so instructive that I have decided to share his step by step procedure with you: - - The customer's male cat had urinated (sprayed) on the inside back of the chenille sofa, which left both an odor and a stain. ...keep reading

Hi, Jim Pemberton here. I've spent the nearly three years of the pandemic studying the effect that the explosion of pet ownership has done to the marketplace, and how you can profit from it (if you are committed to doing the job right!) In my all new hands on class, the Pet Friendly- Cleaning and Odor Treatment Workshop-, you'll learn the following secrets to success in this field......keep reading

Here are 8 low-cost , local ways you can market and put your unique solution-based service packages in front of prospects who need and want it.
The one thing most small professional cleaning service businesses have a problem with is being different. And yet, it's probably the number one challenge to the success of one business over another. If you can't show how your business is different than every other businesses like yours, you will be forced to compete on price alone!
Price competition is a losing battle! Grow your business by packaging- your unique, cleaning services. The key to success is to know your local target market as well as possible, both inside and out. Try one or two of these ideas as a part of being different....keep reading

Value is very different from price! - - Value is a subjective (or personal) feeling and understanding about how specific recommended service processes will concretely improve or solve the prospects unique problem.. - - It's essential to clearly communicate this value in your services process presentations or conversations, but .  .  .How do you do that?...keep reading

Ask your customers what problems they face and what kinds of solutions they're currently using to help solve those problems. --- Keep in mind that they really don't know how deep their problems are, and need an expert to explain it in full before a solid solution can be reached. --- They need to be educated regarding the steps actually required by Pet loving, home owner families_ to maintain clean, 'per friendly' home environments....keep reading

How to Choose the Right 'Micro-Niche' For You - - - -
Your best approach is to start with business niche ideas that you find interesting, then check each item on the list to see whether it's profitable. Make a list of special services you feel strongly about and that you believe your marketplace has problems they want solutions for. ...keep reading

Urine damage is very difficult to remove from synthetic carpet fibers, and will always be much harder to remove from the more delicate upholstery fabrics. That is why odor and staining problems from urine are among the most perplexing problems the professional cleaning technician is faced with today!...keep reading

While examining the keys to customer trust relationships, Jim & I have determined that there are four building blocks of trust, which are essential to any good customer relationship, especially in our industry. Following are the absolute essentials of every satisfactory service business/customer relationship....keep reading

Understanding why most humans simply don't notice dirty carpets, floors and furnishings, or smell foul pet odors, musty mildew odors, offensive tobacco or cannabis odors in their homes, will make it easier for you to understand the value of utilizing educational marketing tactics consistently in this new era for business development efforts....keep reading

We at Pembertons are introducing the concept of becoming a Clean Environment and Odor Control Specialist- This year dawns with our nation struggling through the personal losses and economic devastation of the coronavirus pandemic. Throughout this painful period, three powerful trends that affect our industry both directly and indirectly have come into sharp focus: & The future looks bright for good, professional cleaning services!...keep reading

There are things you or an employee can say or do that will kill even a business prospects impression no matter how solid you may think it is! Consider these 5 deadly impression killers that you must avoid at all costs!...keep reading

No matter how solid your service may be, the first impression you and your service business makes on potential customers is largely what influences them to eventually buy or not buy from you. From the very beginning, you need to make an impression that builds credibility and trust, and continue developing this impression through your relationship with the customer....keep reading

As a 'VSB' (Very Small Business) owner, your local 'authority' status can have a tremendous impact on your business success! This status not only stimulates your local base, it also attracts referrals as well as social media search prospects; while also allowing you to charge a fair price for your specialized services. - - Additionally, I must add a special caution regarding 'Social Media' sites and today's ever present phone cameras and home security cameras. Always behave as if you are being recorded! The odds get greater daily that you really are! - - Never allow yourself or permit posting of pictures or video that is foolish, obscene, or politically questionable. These become a part of who you are, like it or not! Also function at all times as if you are on camera, since you never know when you may be!...keep reading

"What a consumer is doing when they hire a cleaner is buying back their personal time. When you look at it that way, what cleaners do is priceless!"
James R Roden, founder of Professional Chemicals Corporation, and the Prochem Brand. Remember this in all of your social media, website content, and of course your conversations with prospective customers. Cleaning isn't just important, it is priceless!...keep reading

FACT: No matter how good your services, or how well trained you & your technicians may be, the 'First Impression' your business makes on potential customers is largely what influences them to eventually do business with you! From the very beginning, you need to make an impression that builds.
...keep reading

With the total cost of a certification course (including tuition, test fees, transportation cost, wages, food, and rooms) often totaling nearly a thousand dollars, you might wonder if its really worth the investment to send an employee....keep reading

I started sharing information that I gathered regarding this incredible cleaning industry that we are a part of during the early 1960's. While I have learned much over the years, most of the really important things I have learned have been about people, especially in our industry....keep reading

One evening a granddaughter was talking to her grandfather (a little younger than me) about current events. The granddaughter asked her grandfather what he thought about the shootings at schools, the computer age and just things in general. GRANDPA REPLIED ....keep reading

If We Can't Vaccinate Them, What Can We Do?
First, you can make sure the employee gets the most out of the training classes that are offered. In order to develop any skill, there are three vital factors, of equal importance that must be implemented. Check these out carefully -- And keep in mind that it takes all three to get what you are paying for!...keep reading

I received this very timely article this week and recommend you share it with your employees and customers. - Lee Pemberton. Technical Tips and Updates From: Legend Brands - Dri-Eaz, ProRestore, Sapphire 5-23-2011. Review: Remember What Makes Flood Waters So Dangerous....keep reading

I have extracted the following comments from an articles written in 2002 by Steve Toburen and published in the ICS Trade Journal. I have found these to be some of the most insightful articles written for anyone who is considering whether or not to add a diversification to their business in our industry!...keep reading

We had the opportunity to have a leading expert on water damage restoration, Chuck Dewald, speak to our customers on May 29th. I had heard that he was an outspoken, somewhat controversial character, and that in some cases suppliers and other industry leaders found his comments and approach to be negative. We did not find any of those concerns to be valid!...keep reading