If you’ve been in business for longer than a year, you’ve probably learned some hard lessons. Maybe you’ve learned some easy lessons. Regardless, I was just curious what advice you would give a shiny faced young person who is just getting started.
There have been a lot of “starting out” questions, but beyond tools, pricing, and technique what would be your best advice?
I guess my advice would be:
If you want to grow your business read “The E-myth” by Michael Gerber - it’ll keep you from burning out. Starting a business is always a pain and you have to have a goal in mind.
Focus on customer service.
Have a professional image.
In that order. You can have great customer service without a uniform and grow your business, but just because you’re professional looking doesn’t mean people will like you.
Get scratch waivers. Get them signed for every job you do where you might get blamed for scratches. No exceptions.
When you hire, hire someone who can focus on the customer service. My first question is always “So, how’s life treating you?” and that tells me a LOT about the person. How they see the world and how they see the world treats them will affect a lot of their customer interactions.
I had a Sergeant once who, when I first met him and I made the mistake of asking him, “Hey Sarge, how are you?” He replied, “What the bleep do you care? Did you send me flowers when I was sick? No! You didn’t! Bleep off!!” Turns out, he was actually a nice guy. Who’d have known.
[COLOR=#000080]5. When you hire, hire someone who can focus on the customer service. My first question is always “So, how’s life treating you?” and that tells me a LOT about the person. How they see the world and how they see the world treats them will affect a lot of their customer interactions.
[/COLOR]So true, Jared. That’s simple yet very effective open-ended question that really reveals a lot.
I get that question from customers all the time also. My response: “Can’t complain !” said with big smile. “Can’t complain” doesn’t sound that chipper some places, but in New England, that’s practically unbridled enthusiasm.
having been in business since 2002,( window washing added 2 1/2 yrs ago) construction before that point. I would say education
as far as knowledge about your trade would be a big one. First starting out window washing I wouldn’t have thought there would have been so much to it.Now after getting a waterfed pole, a whole new avenue opened up, and consequently more learning. so be knowledgeable, be consistent with advertising. at one time did all my business word of mouth. That’s fine till you get in a recession
so it is important to continually be seeking new customers with multiple stratigies. A good business person is someone who knows how to handle conflict resolution, is honest and is a person who people feel comfortable leaving in their home. Lastly, hire cleancut
people that care who have common sense. It is extremely hard to find people who want to do a good job because its the right thing to do. I may be a rookie window washer, but bottom line business is business treat your customers well and watch it grow.
figure out why holding a rung at chest level is better than one above your head
people/employees will tend to listen more when you give them a [B]reason[/B] you are telling them something a certain way.
(as opposed to “because I said so”)
[B]2. Overhire.[/B] In the 1980’s, I was always getting stiffed by co-workers. In 2014 I am getting stiffed by employees.
(don’t let yourself be under-manned… ‘books’ don’t tell you this, but it can be your [B]biggest[/B] obstacle for growth)
this is a GREAT point. if you plan on expanding, you have to become a great TEACHER. that’s harder than it sounds. But learning how to effectively impart knowledge to others, in a variety of ways based on how each individual learns, is such an asset.
When I first started in this business, I was hired by a great window cleaner who was also a terrible teacher. Consequently, i had to learn a lot of the nuances of the trade on my own through trial and error. In the end, it was good for me because i was forced to be cerebral about my work. Now I can pass that nerdyness on to others.
For people who are in the habit of being late (as I once was): You don’t realize what punctuality means for a lot of people. Sure, people thank you if you have the decency to call ahead when you’re running late, and they assure you that “it’s not a problem” to them, but they appreciate it even more when you are on time. It tells them that you value their time just as much as your own, that you have a certain level of maturity, and that you are a person who sticks to your word. It builds trust and confidence that much more quickly. If you are chronically late, even if you do call, it tends to send the opposite message.
