Mobile Technician Update: v1.1.3

Read on to learn more about new features, enhancements, and changes included in the latest ServiceMonster release.

Date of release: February 5, 2019

For information on previous releases, please visit the release notes archive.

New to ServiceMonster? Try it now!

Download the ServiceMonster Technician Android app

Download the ServiceMonster Technician iOS app

Features

  • (4409) Can now send SMS messages using templates.
  • (4406, 4431, 4463) Redesigned order header to show more information.
  • (4466) Can now apply a service item when adding a package.
  • (4474) Can now edit activity records.
  • (4480) Added ability to upload documents to an order.
  • (3703) Reminders are now shown on the Home screen.
  • (4481) Can now add promo packages to order which can apply an order discount.
  • (4391) Tax selector now shows name of listed taxes.
  • (4408) Checking in to a job now sends location information to SM6.
  • (4429) Job header now shows job type and status.
  • (4462) An indicator is now shown in place of the account image if account has an alert.
  • (4468) Added option to add service item name to item description instead of replacing it.
  • (4469) Can now edit service date of line item.
  • (4476) Added “Check out of job” to job completion checklist.

Fixes

  • (4405) Fixed Google Maps implementation.
  • (3353) App now notifies user if no Route is assigned to user.
  • (4567) Fixed crash when tax is “Tax Exempt”.
  • (4631) Now only show specific activities on the appropriate screen.
  • (4266) Can now properly scroll through the User Agreement screen.
  • (4392) Fixed visibility of buttons on note edit modal.
  • (4461) Fixed an issue with job totals/averages not calculating properly.
  • (4465) Adding a package now preserves order of line items.
  • (4471) Renamed “Tech Notes” to “Job Notes”.
  • (4668) Packages are now listed alphabetically.
  • (4427) Removed redundant header from job completion screen.
  • (4433) Fixed placement of buttons in the payment modal.
  • (4432) Navigate to order screen after adding a line item.
  • (4430) Moved site edit option to the order edit screen.
  • (4477) Reordered job completion checklist.
  • (4450) Jobs on home screen are now properly greyed out when complete.
  • (4551) Resized email attachment options button for accessibility.
  • (4555) Renamed “Done” button on job completion screen to “Back to Home”.
  • (4612) Renamed “Customer Review” to “Invoice Overview” for clarity of purpose.
  • (4434) Renamed job/invoice tiles on Home screen.

Read on to learn more about new features, enhancements, and changes included in the latest ServiceMonster release. Date of release: February 5, 2019 For information on previous releases, please visit the release notes archive. New to ServiceMonster? Try it now! Download the ServiceMonster Technician Android app Download the ServiceMonster Technician iOS app Features (4409) Can now send […]

Tips N Chat Throwback #26: “Our Profession Is an Honorable One”

This week’s featured Tips N Chat Throwback post was written by Ed York in the second quarter 1977 issue of Tips N Chat. Remember to check back every Thursday for a new throwback post!

Never in the history of our industry has the need for a Code of Ethics been so apparent as NOW. The BLITZ of newspaper advertising that is appearing in the nation’s newspapers is horrible. A local firm has advertised a certain area for $19.95. He has been doing this for over a year. I don’t object to unit pricing, but I do object to the newspaper allowing the words THIS WEEK ONLY, to be included every week. In 1969 I tossed out thousands of dollars worth of sales aids that had the words OLD method over a picture of a shampooer with a large X marked on it. The flyers were reprinted without the X and the words conventional method. The shampoo method is still a very acceptable method of carpet cleaning.

Ads designed to confuse the consumer as to methods used are wrong. Our profession is an HONORABLE one. Ads designed to downgrade a competitor utilizing deceiving wording or false facts are without HONOR. Not only is the carpet cleaner wrong in using these tactics but even more so is the newspaper that sells the space with no concern as the validity of the ad. These same publishers are the ones you will find giving lip service on local consumer protection boards and naturally the good old Better Business Bureau.

The worst offenders in the industry are the Von Schrader people. A sample of one of their latest publications is a good example. This is outright FABRICATION of legitimate facts put together to create an impression that can not be substantiated. They WON the respect of the “prestigious Nationwide Consumer Testing Institute.”

They BOUGHT it. The NCTI was simply doing a job they were paid to do and the Director is highly qualified and was able to deliver what Von Schrader had to have. A copy of this ad is being forwarded to every carpet manufacturer listed in the Carpet & Rug Institute 1977 Directory, to find out if, in fact, they tested all methods and selected the Von Schroder method as the outstanding, premium, highest rated, or whatever you called it, over other forms of cleaning, such as shampoo or steam extraction.

I have three suggestions at the present time. (1) Don’t stoop to their tactics and fight them with paid ads. This only gives them free newspaper space and supports the newspaper who is also at fault and doesn’t deserve extra profits from his deeds. (2) Offer to your customer a dry foam method. I have been doing this for ten years. To date, I have found THREE occasions where it was requested and in two of the cases, it was the proper method. It is offered at about 50% of the cost of steam cleaning and 75% of the price of rotary shampoo. (3) The most important duty you can do is to write a letter to every Trade Association you belong to and urge them to join in a current attempt to obtain a Code of Ethics with the blessing of the Professional Carpet Cleaners through their Associations. We will then be able to put a stop to these highly unethical practices. Until then, keep your ads full of consumer education and awareness. Yours is an HONORABLE profession. Don’t cheapen it by joining the hucksters.

-Ed York

This week’s featured Tips N Chat Throwback post was written by Ed York in the second quarter 1977 issue of Tips N Chat. Remember to check back every Thursday for a new throwback post! Never in the history of our industry has the need for a Code of Ethics been so apparent as NOW. The […]

Feature Update: Quick Add

We recently updated ServiceMonster to version 6.3.2, and within that update is a new version of the Quick Add feature. In an effort to help out any of our users who have questions about the new Quick Add, our onboarding specialist, Adam, put together a “quick” video (see what we did there?) giving an overview. You can check out the video below:

We recently updated ServiceMonster to version 6.3.2, and within that update is a new version of the Quick Add feature. In an effort to help out any of our users who have questions about the new Quick Add, our onboarding specialist, Adam, put together a “quick” video (see what we did there?) giving an overview. […]

Tips N Chat Throwback #25: “Don’t Keep Them Waiting”

This week’s featured Tips N Chat Throwback post was written by Ed York in the second quarter 1977 issue of Tips N Chat. Remember to check back every Thursday for a new throwback post!

Guinness Book of Records may not have the results of a recent straw poll listed, but the fact still remains that customers are now paying more per square foot than ever recorded previously. This may come as a shock to many doubting Thomases, who will show numerous advertising specials at a ridiculously low price. Strange as it may seem, they are also correct. The question then arises, as to how can this be?

How is it that some customers are paying record low prices, while others are paying higher total costs than ever? The obvious answer comes swiftly when you look at the big picture. More homeowners than ever are having their carpets cleaned. The prestige cleaners selling quality at a premium price are ADVERTISING their services more than their predecessors ever did. The price merchandisers are placing LARGE display ads in their newspapers. Stop by your local paper someday and check out papers ten years ago, or longer. Try to find an advertisement telling the home-owners that their carpets are dirty.

Hallelujah… The Pied Piper has been shouting this theme for the past decade to assembled cleaners. All we have to do is make the public AWARE that having clean carpets are the IN thing. Yes, clean carpets should be made socially acceptable all over our land. When this is done, then and only then will carpet cleaners be able to take their proper place in our society. Can you imagine, carpet cleaners are actually taking VACATIONS with their families? They are talking: Hawaii, Mexico, Puerto Rico and all sorts of attractive vacation spots, formerly only discussed as where their customers went.

Now once again what determines the prices paid for carpet cleaning. It is not determined by the customer. It is determined by the carpet cleaner. He can be the cheapest in town or the most expensive. He only has to let the consumer know what he is offering. There are folks that want the economy of a Datsun or Pinto, and those that want the Lincolns and the Cadillacs. People who are now paying three times as much for their homes as they did a few short years ago, can and WILL pay for quality work if they know where to obtain it. They still won’t, and for this, I’m most thankful, pay premium prices for natty, non-informed, non-professional appearing WORKERS, that have a HIPPY-like-van parked in front. They will pay the professional, that not only does professional work, but most important, looks professional.

So, fellow carpet cleaners, stop complaining about today’s customers. If you are not getting your share of this Bonanza Market, then take a look at the home base. Today’s consumer are beautiful people willing to purchase your service and pay the price. If you want to offer “price” carpet cleaning then there are those that will want your services. If you prefer to upgrade your package and do prestige work, then charge 22 cents or 28 cents or 30 cents. There is a good market and plenty of takers. DON’T make the mistake of most, however, by offering and pushing prestige cleaning at cheapie prices. The folks who can afford it, won’t buy it. They know more than the average carpet cleaner. They know you can’t buy quality diamonds at the variety store. So more customers than ever are waiting for your services. Figure out what type of service you want to offer. Price it accordingly. Go to the marketplace and shout your wares. Don’t keep them waiting.

-Ed York

This week’s featured Tips N Chat Throwback post was written by Ed York in the second quarter 1977 issue of Tips N Chat. Remember to check back every Thursday for a new throwback post! Guinness Book of Records may not have the results of a recent straw poll listed, but the fact still remains that […]

ServiceMonster 6.3.2 Release Notes

Read on to learn more about new features, enhancements, and changes included in the latest ServiceMonster release.

Date of release: January 9, 2019

For information on previous releases, please visit the release notes archive.

New to ServiceMonster? Try it now!

New Features Overview

  • Employee View – Update the View to include Users. You can now view user access logs, deny access to users, create new employees, create new users, deactivate employee records, and ensure proper views for employee page based on user roles. On the Settings page, Employee and User tiles are now combined.
  • New Trials – ServiceMonster now offers a free 14-day trial to new prospective users by using the v1 REST API. Trial accounts will have a footer in SM6 that shows days until trial expiration. 
  • Setup Wizard. The Setup Wizard in SM6 includes links for basic setup options, self-help or webinar training, and video help for each view.
  • Activity Screen – You can now manage activities in list, edit activity, create new activity, see the dashboard panel, add account newsfeed to existing activities, add the option to toggle view from grid view to panel view for activities, and add Pending Activities to Home Deck, all from the Activity Screen.
  • Quick Add – Updated Quick Add now adds Schedule view to Jobs section and the ability to add multiple jobs. This includes several styling updates and fixes issues with AM/PM job times.
  • Webforms – Reorganized webforms and the configuration page.

Bug Fixes

  • (4112) Schedule – Fixed an issue with jobs that stretch past 12 am not showing times correctly.
  • (4327) Email Templates- Fixed an issue where “from” field does not pull email from templates.
  • (4347) Marketing Templates – Fixed a broken data tag for last invoice amount.
  • (4260) Routes – Fixed an issue where deactivating routes made jobs unrecoverable. 
  • (3546) Schedule – Fixed an issue where you were only able to select a day to look at on the calendar if your first day of the week setting was ‘current day’.
  • (3804) Quick Add – Fixed an issue where color wheel icon showed on top of quick add modal on smaller resolutions.
  • (4261) Account Activities – Fixed an issue where part of the modal is cut off on small resolutions, unable to select show on schedule settings.
  • (4373) Orders – Fixed an issue where order grid list account active column doesn’t work.
  • (1686) Schedule – Fixed an issue where job cards do not have the style applied when dragging them around.
  • (3895) Accounts Email – Fixed an issue where Mail Merge [BALANCE_DUE] data tag errors out if the account balance due is null.
  • (4113) Account Details – Change Image: Image limit was wrong.
  • (4293) Order Invoices – Fixed an issue where the tax rate is not saved to the order when it is saved directly to an invoice.
  • (4326) Templates – Fixed an issue where some data tags were not showing up from the previous release.
  • (4400) Account Details – Fixed intermittent “getWidgets” error on Account Details screen.
  • (4416) Order Payments – Fixed an issue where order doesn’t have PAID label if there is an overpayment.
  • (4446) New Account – Fixed an issue where phone number was not formatting correctly.
  • (4494) Account List – Fixed an issue where repeat customers view was broken.
  • (4495) Accounts List – Fixed an issue where marketable accounts filter was not retrieving records.
  • (4498) New Contract – Fixed an issue where fields were not displaying correctly when the company name is too long.

Read on to learn more about new features, enhancements, and changes included in the latest ServiceMonster release. Date of release: January 9, 2019 For information on previous releases, please visit the release notes archive. New to ServiceMonster? Try it now! New Features Overview Employee View – Update the View to include Users. You can now view user access […]

Tips N Chat Throwback #24: “You’re Your Own Worst Enemy”

This week’s featured Tips N Chat Throwback post was written by Ed York in the July-August 1975 issue of Tips N Chat. Remember to check back every Thursday for a new throwback post!

Haven’t made anyone or any group mad at me this month, so guess I’ll stir up the pot some more. After an extremely active summer, meeting with several thousand carpet cleaners throughout the nation at work clinics, conventions and personal visits, I come once again to the conclusion that Carpet Cleaners are still their own worst enemy. Progress has been made, but, unfortunately, it is still at a snail’s pace. Before the carpet cleaning industry can take its rightful place of leadership and obtain a true profit picture, changes must be made. 

ORGANIZATIONS…

Since our industry is so widespread and loosely knit, better lines of communication must be established. Recently, a Board of Director member of one of the older statewide associations on the West Coast told me his group should give me a trophy. Their group had suffered a decrease of members. Their meetings were irregular, with little new blood showing up. In fact, they were torn with internal strife. SCT, on the other hand, was moving forward. In order to combat SCT’s growth, the group’s members had some emergency meetings and started to roll forward. Because they started to put something into their program, besides “lip service”, their group once again started to function. They now are most active and truly serving their members. They are all working to “out-class” SCT. Guess SCT has served as a most useful catalyst! Funny or tragically, it is a fact that in order to act, we must have a common enemy. I’m positive this same group could have obtained their present status and probably even more so, if they had applied the same effort towards a different goal, such as the 86% of dirty carpets now installed in America. This time our industry lucked out but unfortunately most of the time it has been the other way around.

PRICES…

Traditionally, carpet cleaners have received from 10 cents to 15 cents per square foot for their work. Along came a new method which was dubbed “steam.” The old-timers wouldn’t accept it, so non-professionals entered the market, and with some advertising, were not only able to sell it to the consumer but able to obtain from 20 cents to 30 cents per square foot. In their enthusiasm, however, they kept pushing the old-pro to try it. They finally succeeded, and the first thing that happened was the old-pro dropped his prices. The more old-pros that entered the “steam” field, the more the prices dropped until the old time standard was once again reached.

In 1969, I introduced “method” selling. This was geared to offer a variety of methods, instead of discounting or “panning” all other methods available. The significant difference was that each method carried a different price. The consumer loved it and was happy to pay more for “steam” than rotary. She paid more for the combination than one method. In fact, she was happy to pay additional for our “premium” service. Wasn’t long, however, until the old-pro figured out how to do the same thing, but since it cost very little if any more, to charge the same price. In fact, rather than keep the methods different; in order to have a different price structure, it was now standard to do it all for the old traditional price. In 1974, “Package” selling was introduced but lay dormant until Blue Ribbon Carpet Service of San Diego put it to work. It was immediately effective and pushed their average job from 12 cents to 22 cents. Rather than keep his success a secret, this on-location carpet cleaner freely distributed the facts and know-how to all who would listen. It is not only working in San Diego but all over America where the bold new breed is presenting it. The tragedy lies in the fact that the subject is now being “poo-pooed” by the old-pro. In fact, a recent circular was distributed to members of an association advising them of an upcoming meeting regarding the “CONTROVERSIAL PACKAGE” selling method.

ADVERTISING…

In some areas, carpet cleaners have joined to promote CLEAN CARPETS. Once again the old-pro has risen to the occasion. He has doubled his Yellow Pages advertising. If a person would check their local telephone Yellow Pages, and count up how much money is being spent in the quest to snare this estimated 14% of the market rather than devote this money to 86% of the market untouched by Yellow Pages, they should hang their heads. Oh yes, the Yellow Page salesman comes by once a year and makes a hero out of you, but try to find him 60 days later when the first bill becomes due. They don’t have to be available, they have a 100% mortgage on YOUR BUSINESS. The biggest advertising program I have ever seen was in Santa Barbara, California. There TWO old-pros spent hundreds of dollars every week telling the consumer how horrible the other one was. They managed to destroy a very lucrative market. Sure, folks in Santa Barbara are still having their carpets cleaned, but what would have happened if these two GIANTS had advertised Constructively rather than Destructively.

“STEAM”…

Rather than devote our efforts to creating standards, our industry is still being torn apart by our industry on the position of whether steam is “Steam.” Instead of performance bond issues and quality standards, a Carpet Cleaning non-steam equipment manufacturer in Wisconsin caused so much pressure on the Milwaukee Better Business Bureau to try and outlaw steam that the Attorney General has been brought into the Act. A test suit will take place in September. The Wisconsin Attorney General will tackle a small Independent Carpet Cleaner on the horrible crime of offering “steam” cleaning to his customers. At the same time, the old-pro firm is flooding the nation with flyers on how a person can enter the carpet industry with nothing more than a DRY FOAMER and make a bundle. I’m confident if the Attorney General of Wisconsin was hit in the face with a handful of DRY FOAM, he would find it quite WET. Too bad their legal arm isn’t aimed at requiring the firms at least to have a business license and a small consumer protection bond. My hat is off to a small group of Professional Carpet Cleaners who make up a Wisconsin Association who have hired an attorney to make sure “steam” is at least represented fairly. SCT has offered to help with legal costs. I wonder where’n’ell are AIDS. RCI. CCI. OHIO ASSOCIATION, and the other big guns during this time of put up or shut up. The way this case turns out will have a powerful effect on all CARPET CLEANERS.

EFFORTS…

Our efforts of today will set the pace for tomorrow’s future. Do we have to continue to fight among ourselves? Regardless of our names, type of equipment we use, and supplies we like, we have a common enemy– consumer apathy toward clean carpets. Dirty Carpets should be our enemy and not a method, or type of tool or personality.

I am firmly convinced that while I am one, the only thing wrong with the Carpet Cleaning Industry, is Carpet Cleaners.

This week’s featured Tips N Chat Throwback post was written by Ed York in the July-August 1975 issue of Tips N Chat. Remember to check back every Thursday for a new throwback post! Haven’t made anyone or any group mad at me this month, so guess I’ll stir up the pot some more. After an […]

ServiceMonster Tip: Door Hangers WORK!

Alright. We know you’ve heard it before, but door hangers do actually work. In a world of digital communication and social media marketing, sometimes taking a more “old school” approach can prove very effective. We’re not saying you should stop your digital marketing by any means. Keep that going strong! However, supplementing the digital with some “analog” is a great way to increase the effectiveness of your marketing.

(Just in case you aren’t sure what we mean by a “door hanger”, we’re talking about those little rectangular fliers with a circular cut-out on the top that are hung on doorknobs and handles. See the photo mockup in this post.)

Recently, we heard from a pressure washer who commented on one of our Instagram #ServiceMonsterTips videos (check us out on Instagram if you haven’t already!). He said that his strategy with door hangers is to methodically distribute them to houses that are dirty and could clearly use a cleaning. In the past two months, he estimates that he has distributed about 500 door hangers, spending only a couple hundred dollars total on all of them. So far, he has booked around $12,000 worth of work. 

Yep, he spent a couple hundred dollars on some door hangers, distributed them to dirty houses, and as a result has booked jobs totaling $12k. Now that’s what we call a return on investment! In his words, “they work exceptionally well”. He even said that two months later, he’s still getting calls from people who held onto the door hanger all this time. Impressive!

This is just one story from the many service professionals who have found success using door hangers. Again, these are a great tool to supplement your digital marketing, not necessarily replace it. So next time you’re in a neighborhood on a job, we encourage you to place some door hangers on the houses around the one you’re cleaning. That’s the very least you can do. If you have more time, why not go block-by-block through a larger section of the neighborhood? You may be surprised at how well it works.

Alright. We know you’ve heard it before, but door hangers do actually work. In a world of digital communication and social media marketing, sometimes taking a more “old school” approach can prove very effective. We’re not saying you should stop your digital marketing by any means. Keep that going strong! However, supplementing the digital with […]

Tips N Chat Throwback #23: “Sneaky People”

This week’s featured Tips N Chat Throwback post was written by Ed York in the October 1971 issue of Tips N Chat. Remember to check back every Thursday for a new throwback post!

Correspondence from a man in Denver, wanting information about steam cleaning and what it costs, how it works etc. Plain stationery, with typing as bad as mine. I sent what I could from time to time and decided to stop by last week while in Denver. The Yellow Pages told me that he had been the leader in STEAM since 1965, looked like a big company, with my mans name as the PRESIDENT. Evidently, he is a sneaky Pete that is afraid to come out from under the rocks.

I have many competitors that correspond with their own names. My friend, Gene Bates of Steam Genie always takes time to have long talks on the pros and cons. We respect each other, and I’m sure would help each other if the need arrives. I often wonder who these weasels think they are fooling. If their product was half what they claim, it would stand up to discussion. I’m trying to get the carpet cleaners to establish friendly relationships with each other to improve the overall image and uplift the entire industry. Then, to discover that manufacturers are some of the worse offenders. The carpet cleaning industry needs and must have LEADERS, not sneaky petes.

CALL YOUR COMPETITOR…

Rather than spend frustrating minutes trying to check out your competitor with phony calls for pricing etc., give him a call. Introduce yourself, and your company. Tell him what you are charging. Tell him honestly that you do not want to obtain jobs by cutting his price, and that you AREN’T doing so. You are trying to do a good professional job. It is a proven fact there are more dirty carpets in your town than you and he can both do, working full time. You will be surprised that in most cases, your competitor is just as worried about your attitude and price cutting as you are of his.

I lose all respect for the cleaner that calls his competitor out to FREE estimate his mother-in-law’s carpets just to find out how cheap she can get it done. Don’t wait for him to start upgrading his profession… You start it! I challenge you to call your most miserable competitor and take him to lunch. You will find some interest in common, and both discover the other guy isn’t as bad as you had built him up to be. He will think twice the next time you run head-on in the field because he remembers your good points. Plus, he has to see you over lunch next Wednesday, when he repays your hospitality.

We have two SSA members in a smaller town. They fight like cats and dogs, with me in the middle. I can’t seem to get through to them that they are both doing better business and better work than ever. With their effort to outdo each other, they are waking up the customers to the fact they are living on dirty rugs, and need them cleaned. Let’s stop trying to beat our competitor’s price and start cleaning up our own towns dirty carpets.

-Ed York

This week’s featured Tips N Chat Throwback post was written by Ed York in the October 1971 issue of Tips N Chat. Remember to check back every Thursday for a new throwback post! Correspondence from a man in Denver, wanting information about steam cleaning and what it costs, how it works etc. Plain stationery, with […]

Tips N Chat Throwback #22: “The Elements of a Successful Business”

The Elements of a Successful Business

Lewis Migliore of Magic Steam Cleaning in Rochester, New York has been a part of the cleaning industry since 1973. He is currently a Regional Supervisor for IICUC, a Regional Coordinator for SCT and a member of Ed York’s Consultant Sales Team.

Magic Steam Carpet Cleaning, Inc., owned by Lewis and Bruce Migliore, was started in March of 1973 with the philosophy of delivering quality service at a fair price as well as becoming the biggest and best in its field. This was quite a task, but not impossible for two brothers who have been successful and determined since boyhood days. The organization has grown, in this short period, to cover an area of 10,000 square feet and employs five full-time people plus a number of sub-contractors and agents. The plan we follow is not without pitfalls and problems and certainly should not be considered perfect, for we continually investigate and improve each aspect of the business. As we grow, we learn and as we learn, we change things to be more profitable, easier, more efficient and less costly, regardless of what it takes. One thing we are not afraid to do is change when it is necessary. All these statements are generalizations, but our business functions on a careful balance which no one is exempt from adhering to. This is the most important reason for our success.

From point one, our exposure to the public maintains an important image whether it be yellow pages, newspaper, T.V., or radio. Our business tie-ins with the largest and most recognized carpet and furniture retailers, the Hoover Co., Welcome Wagon, beauty salons, auto dealers, realtors, contractors, etc., keep our name in front of the public. But the only reason they do this is because they are dealt with sincerely by business people, not people in business for themselves.

When our phones ring they are answered by a pleasant voice which smiles and is nothing but cheerful, courteous, and can sell! Our girl’s job is to get us in the home or business for a written estimate, or if that is not possible, which is relatively rare, they sell over the phone and sell our best package besides, with very little trouble. All work is written up on job sheets specifically by our girls or by inspectors making calls. Any agent who works with us must supply the same information for his jobs or they are “No-Go’s”.

Our men are prompt, courteous, knowledgeable, neat, skilled and well-equipped. We treat them well and pay them well and they deliver for us. They are “the company” in many cases. We have very little turnover of personnel, but we demand they produce! We do not skimp by on “cheap” chemicals or equipment. If it is evaluated as being
better but costing more, and yet can justify our use of it, we buy. If not, it doesn’t get in. Our men also leave our customers with evaluation sheets to critique our business and a carpet care guide. We know how long each job takes, who did it, when it was done, where, how, where they got our name, why they purchased their service from us, etc., etc., etc. We take cash, check, Master Charge, VISA, and if they qualify they can charge for seven days.

Follow-up is imperative! Each customer gets a thank you from us at the end of each month. We keep a separate folder on each job. We make call-backs on all pending, previous, and lead jobs, and it pays. We produce approximately $2000.00 extra per month because we are consistent at follow-up and everybody works at it. It’s called paying attention to detail. Our furniture cleaning operation is handled a little differently. We feel it is one of the best in the country and getting better every day. Everything comes to our shop for cleaning and is picked up and delivered in a large truck purchased especially for the furniture operation. All furniture is cleaned by women. Total time from pickup to delivery is 4 days. Our furniture business grows daily as does our entire operation.

We are heavily involved with the Chamber of Commerce, registered with the Better Business Bureau, registered with Dunn and Bradstreet, belong to a neighborhood business group, and are constantly investigating areas to make money. There is much strategy involved in the way our business is run. One point I can give you and it is the most important part of our business. We sell and market SERVICE not cleaning, and that’s something that doesn’t come cheap. We aren’t the first to do it and we won’t be the last. There is no reason why everyone shouldn’t be doing the same. It’s probably the best thing our industry can do. It’s a little slower and demands more from everyone, but when it starts to pay off — it comes in bushels. I’m sure that all of us would rather have it that way!

The Elements of a Successful Business Lewis Migliore of Magic Steam Cleaning in Rochester, New York has been a part of the cleaning industry since 1973. He is currently a Regional Supervisor for IICUC, a Regional Coordinator for SCT and a member of Ed York’s Consultant Sales Team. Magic Steam Carpet Cleaning, Inc., owned by […]

Tips N Chat Throwback #21: “Bait and Switch Firm Fined $30,000”

This week’s featured Tips N Chat Throwback post is from the July-August 1981 issue of Tips N Chat. Remember to check back every Thursday for a new throwback post!

A Phoenix, Arizona firm advertised their carpet cleaning special of $11.95 prior to doing the job. The firm would then make disparaging comments about the special and sell a more expensive service. The firm also offered a customer satisfaction guarantee. According to a suit filed by the Arizona Attorney General’s office, the firm wouldn’t correct any reported problems or take care of shoddy work.

Wayne K. Brown and Jacqueline Aguayo, operators of Springtime Fresh Carpet Cleaners of Phoenix, Arizona admitted the charges, as well as admitting they would sell their clients a protective coating for the fibers, but would actually spray on a solution containing water.

Along with the other charges, Brown and Ms. Aguayo also admitted to misrepresenting their company as Sunshine House Carpet Cleaning. Sunshine is owned by Donald Kristofferson, long time SCT member who operates a known and respected cleaning company based in Mesa, Arizona.

Brown formerly operated the defunct Anderson Carpet Cleaning and Dyeing Co., located at the same address. This firm ran into trouble earlier for the same illegal practices. $15,000 of the total fine represented costs and fines from a preliminary injunction order in 1979.

This firm is no stranger to Tips N Chat or to SCT with their tactics being the subject of previous complaints. Their misleading advertising has been discussed in Chapter meetings, and Kristofferson had reported the misrepresentation of his firm by Springtime Fresh telephone solicitors who also reportedly claimed SCT membership as well as IICUC Certification.

Prior to Anderson Carpet Cleaning settling in Phoenix, they operated a company in Hawaii. Their advertising and work habits caused a good deal of trouble to SCT members Leith and Jean Anderson, who founded Deep Steam Carpet Cleaning in Hawaii. With Leith being a fourth-generation Hawaiian, and the Anderson family being so well known, it was easy for a potential customer to be confused and call Anderson Carpet Cleaning when they wanted Leith Anderson.

Tips N Chat is happy to report that after almost ten years of misrepresentations, the State of Arizona was able to take punitive action against this operation. In addition, a word of encouragement to the Leith Anderson’s o’ Hawaii and all the other legitimate carpet cleaners whose integrity and professional image was tainted along the way by the shoddy ethics of Brown and Aguayo.

This week’s featured Tips N Chat Throwback post is from the July-August 1981 issue of Tips N Chat. Remember to check back every Thursday for a new throwback post! A Phoenix, Arizona firm advertised their carpet cleaning special of $11.95 prior to doing the job. The firm would then make disparaging comments about the special […]