What Can Your Business Learn From a Carpet Cleaner?

Modernistic

While I was having my morning coffee and watching the first few minutes of a talk show to start my day, there was a commercial for Modernistic Cleaning. Modernistic Cleaning is a Michigan based carpet, upholstery, and tile cleaning company.  The thing that struck me about this particular commercial is that they featured the “Voice of Modernistic.”  There is a woman, Wendy, who was hired by the original owner over 20 years ago.  Soon after, he asked if she would do the radio and television ads using her voice.  The commercial ends with Wendy saying – “Modernistic – A great place to work for over 20 years.”

Happy staff translates into happy customers.

Modernistic is clearly promoting the fact that their staff enjoys working for the company for long periods of time.  Why would this be important to us as customers?  Because there is a direct correlation between the level of staff satisfaction and customer satisfaction.  When staff enjoys working for their employer, they will be much more likely to deliver amazing customer service.  Customer satisfaction levels will be high because they are being served by engaged staff who will work in the best interest of both the customer and the company.

Customer service training starts with the internal culture of the company.

When leadership is creating a working environment that people are happy to work in, they are creating a culture centered around the internal customer.  Leadership that treats the internal customers well is setting the example for how the external customer should be treated.  It is unreasonable to treat your internal staff poorly and with no regard, yet expect them to deliver excellent customer service to the customer who keep you in business. Without your staff, there would be no one to sustain your business or to implement and deliver the good and services you sell.  Leadership by example is a powerful method of customer service skills training.  Staff are always watching, listening and learning how to conduct them selves by the examples set by the owner and manager of a business or organization.

By retaining staff for long periods of time, the company is showing their dedication to the employee satisfaction levels.  This pays off on the bottom line with the indication that customer retention levels are equally as high. Sure, we are all drawn to employers because they pay well, but if the working environment is awful, no amount of money will make up for that in the long haul.  The same holds true for us as the customer – We all look for deals, but when the level of service is poor, we seek to spend our money with those organizations that value, appreciate us, and deliver the exceptional customer service we are looking for.

Engagement comes around full circle.

Having staff declare that they enjoy working for your company is one of  the highest compliments you can ask for.  When staff are telling customers that they are lucky to be working where they are, they are saying that the experience and engagement is active and positive at all levels.  The experience that our customers have with our organization is a mirror image of the experience that our staff has.  It is futile to focus on one and not the other.  These experiences directly correlate with each other, and ultimately, correlate to your bottom line.

5 Replies to “What Can Your Business Learn From a Carpet Cleaner?”

  1. Thank you for the helpful information. The discussion below was also very interesting and informative. Thank you guys! <3

  2. It is very true that long term employees are usually happy.

    However you can also get the “toxic” employee who sticks around because of blood relations.

    But I agree that the more traditional methods of promoting a business like this, or mine, are best left to more traditional methods.

    If Walter Cronkite was still around his would be the voice I would want promoting my service.

    Jay Jetty
    Carpet Cleaning Pahrump

    Carpet Cleaning Las Vegas

    1. You bring up an interesting point, Jay. There are a lot of “toxic” employees in business today. The saddest part is that they are often the ones interacting with the customer.

      I often challenge my clients to determine if those employees have the potential to be trained into the culture. If not, then they must be let go – immediately. When the toxic employee is allowed to continue their employment, resentment builds up in the remaining staff. That is the tipping point where culture begins to erode and then breeds an unfriendly environment.

      I know that it is a hard decision and call to make. That being said, it is amazing the feeling that takes over once the “toxic” people have left.

      Thanks for your comment and I’m looking forward to hearing more from you.

      Best regards,

      Kristina

  3. Recently, I’ve been reading Tom Peters’ book, The Little Big Things, and in it he talks about the unsexy businesses (like carpet cleaning) that we can learn a lot from.

    Everyone tends to get caught up in the latest sexy tech startups, but if you stick to sound business principles (great culture, great product, great service) it doesn’t really matter what business you’re in…there are plenty of profits to be made.

    Good post!

    1. You are very right, Tim. It’s really the basics that count in everything. I don’t know if you are familiar with Larry Winget, but he often says that people make things much more complicated than they need to and get trapped in the details. He touts the same principles as you just did – great culture, great product and great service will take you far.

      Thanks for the comment!

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