Favorite Articles

It's inevitable that customers are going to complain and they're going to talk to others about it. This can hurt your business's reputation, but it can also provide valuable insight. If you see it as a learning experience, instead of a complaint, you can handle these interactions calmly and use them as an opportunity to grow. This article contains 5 valuable mini - lessons regarding how you can learn from your most difficult customers:...keep reading

One could argue that all ethics are important, but that may not always be true. It's important to understand that ethics aren't the same as laws.
What is ethical to you may be unethical to someone else. But, overall this following list is what our staff, customers, and community care most about in terms of service business ethics....keep reading

In addition to the opportunities it offers, change also presents a challenge to your present skills. To be successful in a cleaning service business, you absolutely must be both flexible and adaptable. Your negative, limiting beliefs tell you this is bad because it's a shift away from the status quo....keep reading

Here is an excerpt from Mike Roden's Q&A article on truck mounts that I found especially interesting: What's the one question companies don't ask, but should, when they're shopping for a new truckmount?...keep reading

Mastering these 5 Positive mindset segments isn't just about acquiring new skills and habits. It's also about letting go of the negative mindsets that are holding you back. Changing your mindset can radically transform your life and business! Your frame of mind has a direct impact on everything you do. Adopting ways of thinking that are positive, creative, and growth-minded can help you achieve whatever you want....keep reading

A negative opinion is a perfectly logical reaction to "deceptive advertising" or what might easily be referred to as "Sleazy Marketing." (That's my term for marketing in our industry that strains the bounds of credibility.)...keep reading

Like it or not, one of the most powerful trends in local marketing today is 'social media'
Whether you're a one person 'Professional Cleaning Service' working from your house or a multiple truck 'Professional Restoration Service', you simply can no longer afford to ignore the power of social media networks like Facebook....keep reading

(using Pembertons "Customer Keeper Calculator) REGISTRATION PAGE Just fill out the form below and when completed, click on SUBMIT. Customer Keeper Calculator Package Download Request ...keep reading

"DRIMASTER" TOOL UPDATE! Users of this tool are finding as much as a 25% labor savings when using the "DRIMASTER" because it doesn't require a follow up vacuum stroke! This, of course, is contrary to everything we've ever taught....keep reading

Important Question:
Why should you need to "learn how to learn"?
No matter what kind of business you run or how well you do it, 21st century information growth guarantees that there will always be new things you'll need to learn! Employees also need and will continue to need specialized, ongoing training!...keep reading

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Bloodborne Pathogens Quiz
After training employees on proper procedures for cleaning up blood, have them answer a few questions to make sure they understand. It's too risky for them to have doubts....keep reading

Whatever it is that you want to accomplish, take notice that the key thread that weaves through everything worthwhile, is 'ACTION'! As I see it, nothing good can happen in your business (or your life) if you don't take 'Action'! And, unfortunately, I have also learned that a decision to not take an 'Action' -- is also an 'ACTION'!...keep reading

Your marketing plan should be a simple (in most cases one page) document that specifically answers who you are, what you do, who needs it, how you plan to grab them by the throat, when you plan to do it and how you plan to pay for it...in a way that everyone in your organization, network, and client base can clearly understand....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

Some things I have learned in 45+ years of business....Customers buy more things because they like the salesman than logic ever sold them....keep reading

Most business owners don't make an offer in their marketing pieces. Instead they focus on telling the prospect about their business, or about the product or service they are selling....keep reading

The simple key to excellent customer service is supposed to be meeting or exceeding your customers' needs. The problem with this assumption is that most sales opportunities are found because the prospect didn't even know they had a need. They didn't realize they even had a problem! Here's why this happens . . . . #1 - There can be no need without a recognized problem! . . . . #2 - Trying to find a need without finding the problem is like trying to fish without a pond. . . . . Conclusion:       NO pond = no fish! --  No problem = no need!...keep reading

Sharing customer testimonial or review stories that that range from as little as 20 - 30 seconds to a maximum of 2 or 3 minutes, while showing as well as explaining the value of your specialized cleaning service packages is a great way to do it!  A short, tightly purposed video is not only a handy tool, but a very powerful one....keep reading

Business relationships are hard to build and even harder to maintain! There are several behaviors that can ruin these precious relationships without you being aware of it. Consider the five following behaviors:...keep reading