Customer Loyalty

What is the difference between a repeat client and a loyal client?

A repeat client calls us back to clean again because they have our number handy. The last time we cleaned the job was fine, the price and service to them was acceptable. They will call us back because they know what they are going to get, and calling someone else might be better but it’s a crap shoot and might be worse too.

A loyal client will find our number if they don’t have it handy so they can use us again. the job was great, the value of service was memorable. they are pretty sure if they have to use someone else it will not be as good as if they used us again.

 

We’re not just working to make our clients happy, we’re working hard on developing a relationship of trust and building loyal customers.

 

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How to Choose Carpet

As a carpet cleaner I see all the different types of carpets, I don’t see the new carpet or the show room carpet, no, I get to see old carpet. I see how they wear, how they stain, how they look after being in a collage rental for 20 years. Some carpets out perform others. So when I went shopping to buy some new carpet I wasn’t distracted as much by the private label names of  carpets, I used all of my experience from carpet cleaning as well as years of research on properties of different carpet fibers to buy the carpet that was going to work for me. Do you wish you could make an informed purchase on carpet too?

I found a cliff notes guide for you to read and be an expert when you go shopping.

http://www.home-style-choices.com/carpeting.html

I went with a dense, cut pile, nylon 6,6 carpet.  you can find this type of carpet at many retailers here in Bellingham. One of my favorite nylon 6,6 carpets would be Tigressá, found at Walkers Carpet One.

Read the buying guide, do your own research, then let the pros at Walkers Carpet One answer any remaining questions, they are really top notch at what they do. You’ll buy knowing that you made an informed purchase.

 

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Licenced and Insured?

Does it really matter if the company you hire is licensed and insured?

It sure does.

Although a company that isn’t licensed and doesn’t have insurance will be able to offer you a cheaper price, it’s because they may not be paying taxes, their employees might be working under the table without l&i coverage. What happens if there is an accident? what if there is damage to you, your house or what if one of the employees got hurt while on your property?

It’s very important that the job gets done right, but also that when something does go wrong, that you are protected.

Carpet Care Cleaners is licensed with the state of Washington as G Green inc. and fully insured with American Family Insurance.

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More Web Traffic

I have been keeping track of traffic to my carpet cleaning webpage using statcounter from  late 2005 until now. I usually look at info about what search terms are being used to get to my site, and what pages people spend more time on. These statistics can be great for helping improve the webpage.  I have always looked at this info from a pretty close up view, zooming in to see all the details, I never even noticed that I could zoom out, and take a view of long term trends. What I found didn’t necessarily surprise me, but more of confirmed what I already knew, thatWordpress has made my site way better.

2006-2007 I was getting about 1,500 people visiting my webpage in a year. In 2009 and 2010 I was over 2000. in 2011 I was on the same pace to get another 2000 potential customers to visit my site when I made a fundamental change to my webpage. I went from having a static page that I changed the look of every now and then, to using WordPress. WordPress is blogging software so it is easy to add new content and for me it made it easy to add coupons and really customize everything. in 2012 it looks like I doubled the amount of people visiting my site, and the business from the site increased too.

Because we don’t really use the phone book to advertise anymore, our webpage has become more important to us.  Using WordPress isn’t the only factor that has changed on our webpage, but because it was such a major change it was easy to see the before and after effects.

 

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Comercial Carpet Cleaning

Large commercial spaces are a lot different then cleaning residential carpet. Today’s job was large enough that we were able to  use both of our vans and get all the carpets nice and clean so that the company we are cleaning for will be up and running as soon as they can be.

We were scheduled to clean just as the work day was ending so that there would be a full evening to let the carpets dry, but with the great weather the carpets were almost dry by the time we finished cleaning.

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The Carpet Cleaning Section in the Phone book

I used to use the phone book as a gauge of how well our business was going to do in a year. I would excitedly open the phone book to the carpet cleaning section any time one showed up at our door to see who had the biggest ad and who had the best prices and deals. It was in our little carpet cleaning oligopoly where whoever had the best placement and deal in the phone book would get most of the business, it was a winner take most type of deal. Well I dropped out of the phone book as I discussed in a post from a while ago, and now I use the phone book to see who is still clinging on. it went from several full page carpet cleaning ads with several pages following to just a few pages and no full page ads, many companies, including myself not listed at all. Now the metric that seems to have replaced looking into the phone book is to look on Google to see who has top rank. How do you use your phone book? It shows up at your door every year, do you use it to find companies anymore? or have you found alternative uses for it.

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A Tale of 2 Carpets

A few days ago I cleaned 2 houses back to back.

Carpet 1:

Vacant house, carpet was vacuumed before I got there, and there were no visible stains.
The carpets took almost no time to clean.

Carpet 2

After moving the furniture, I found carpets with dirt, grime, grease and food spots, it was a uniform shade dark brown underneath all of the litter of what should have been a white carpet. Spent almost as much time just doing a good pre-vacuum and equipment setup as I did on job #1. The carpets needed a pre-spray, before and after spot cleaning, a pre-scrub with a rotary buffer, several passes of steam cleaning, and another round of scrubbing and drying with a bonnet. I used almost every tool in the van to get the carpet looking like new again.

Both carpets were the same size, and because of they way I have been pricing my services, cost the same to clean.

Having these 2 jobs that were so very different in labor be the same in price didn’t seem right.

After debating pricing and thinking about my experience with these two jobs I have changed my pricing into 3 levels of service. Economy, Full Service, and Premium. Although the average job we clean needs a full service cleaning, there are some jobs that would save money by getting an economy cleaning. And some that need more attention and extra processes to really get clean.

We still base our pricing per room so it’s easy to figure out exactly how much the cleaning will be. If you have any questions on our new teared pricing, give me a call, I would be happy to answer any questions.

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Bellingham’s Business Cycle


Why is everyone so happy in Bellingham in spring time? Yes there is the whole sun reappearance thing, but it’s also when the Bellingham economy starts to pick back up again.

Economic seasonality in Whatcom County is very apparent when I pulled up a simple sales graph spanning a little more then 5 years. I can’t say that every business looks this way, but other owners and managers I have been talking to also are happy for spring to be here.  Looking for trends in sales can really help prepare a company both for when to start gearing up for increased business, and when to start saving some money for a slow season.  So happy spring, I’m looking forward to the sun, and business.

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What Does Green Mean

A well developed trend in the cleaning industry as well as others industries is to “Go Green” But what does that even really mean anymore? It’s a phrase like many others in the cleaning world that has sometimes lost real meaning. Organic, Safe, Green, Environmentally Friendly, All Natural, and others all have a meaning, and are all a bit different and can make a huge difference in what a company says it is doing and what it is actually doing / selling you.

Green Clean

Green: The most generic term of the bunch, and probably why it is the most often used. Going green can mean anything from a company that plants native trees by hand while restoring natural salmon habitat, to a bio-hazard chemical processing facility company (sorry no offense to the industry, just the least green sounding thing I could think of) that finally put a recycle bin in the office. In the cleaning industry it most commonly refers to the chemicals being used, or denotes an overall effort throughout the business.

All Natural: This term is not just vague, it has no legal definition for labeling in the US, http://en.wikipedia.org/wiki/Natural_foods#No_definition Companies that use this term usually mean they use common ingredients in their cleaning solutions, such as baking soda, vinegar and essential oils.

organic cleaning

Organic: Although quite vague this term does have a legal meaning in the food industry where the items that are claiming to be organic must be free of artificial food additives, and are often processed with fewer artificial methods, materials and conditions. Often cleaners use this term the same way as the term natural.

Cleaning Safe, kid and pet friendly

Safe: Here is the big one. Safe refers usually to the health rating of the chemicals being used. Often termed “kid and pet safe” or “kid and pet friendly” Not only is it a benefit to the home owner, and other humans and pets but when safe chemicals are being used, the cleaning technician who is in repeat contact with the chemicals is much better off as well. To determine how “safe” chemicals are you can always ask to see the material safety data sheets (msds) of anything the cleaning company is using. it’s required by law that they carry this information on them in case of spills or emergencies.

Environmentally Friendly: All of the above terms may or may not have anything to do with protecting the environment.  So when being applied to a carpet cleaning company, environmentally friendly can mean several things all related to actually protecting nature, including making sure waste water is dumped in a drain that leads to a treatment facility and not just to the nearest open body of water, or that the equipment is run off of electricity so a van in the parking lot doesn’t have to run a gas engine during the whole cleaning.

Not everything is as it seems: Phosphates are a good example of why it’s hard tell  what “green” term might mean. Phosphates are amphipathic. That means that they have both a polar end and a nonpolar end. That allows the nonpolar end to stick to the oily greasy stuff, and the polar end to stick to the water which washes it away. Water won’t clean oil, but use phosphates and the oil seems vanish when you rinse it with water, in short it cleans really really good.  depending on how terms are defined it fits in to each category of green. So what’s the big problem? It’s too green, by that I mean it really is not environmentally friendly, sure it helps plants grow, but when used it ends up in large water sources causing rapid plant growth in the form of algae, too much algae sucks the oxygen out of the water killing off the fish.

Cleaning with phosphates

What’s important to you: Knowing more about what green means, will help you find a cleaning company that meets your expectations. Don’t stop at asking if they are green! ask a few follow up questions dealing with what’s important to you and your family to make sure that the products and services that you buy, are what you think they are. 

 


 

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Wyps

Whatcom Young Professionals provides many activities and networking events to allow Whatcom County’s younger business owners and professionals in all fields to get to know each other, develop business relationships, help grow each others businesses, and get more involved in our community.

The newest way to get involved is with Wyps government affairs meetings. Our first meeting was with Bellingham mayor Kelli Linville.

Whatcom Young Professionals

 

I got seated right next to the mayor (a little intimidating) , and after a quick lunch at Poppe’s Bistro,  the mayor took questions from our small group. It was a very enlightening experience,  and I feel much more confident that our local government is  trying to head in the right direction.

If you would like to learn more about WYPS, come to one of their morning networking meetings. I Like to go to the Wednesday Morning one at the downtown Woods Coffee.

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