Archive for the ‘Q&A’ Category

Carpet Cleaner Spotlight: Phoenix Carpet Repair

December 4, 2013 2 comments

Robert AtlasServiceMonster is proud to serve an industry filled with talented, successful people. Every once in awhile we like to feature one of our clients in our blog and newsletter to share their story. This time around we asked Robert Atlas from Phoenix Carpet Repair to answer a few questions about how he got to where he is today. Here is the full Q&A:

Q: When was Phoenix Carpet Repair and Cleaning founded, and what was the “spark” that led to creating the business?

A: I founded Phoenix in January 2010.  After resigning from my job, working for Corporate America and realizing that a lot of companies overpromised and under delivered, I wanted to create something different.

Q: What aspect of your business are you most proud of?

A: I think our service reviews are the thing I am most proud of.  My company has over 600 five-stars reviews across Google, Yelp, Angie’s List, Home Adviser, Rosie on the House, Customer Lobby, BBB, and To Fix It.  My company’s growth is also something I take pride in; I have been the starting point for 12 franchises for my company nationwide.  I enjoy reading and hearing all the nice things our customers say about my technicians and how great of a job they do in the field.  Each of those things bring a lot of satisfaction to me personally.

phoenix-spillbefore phoenix-spillafter

Q: What is the weirdest mess you’ve ever been called in to handle?

A: About three years ago as an individual contractor I was called by a woman whose house was being inspected the following day.  She had four pet ferrets and, in her home, she had so much stuff it was piled from floor to ceiling and had one pathway through her house.  The ferrets had soiled the floors for an extended period of time and the path of carpet in the hallway needed replacing.  I cut and pulled out the contaminated carpet and pad and installed new carpet.

Q: If you could offer one piece of advice to an entrepreneur going into the service industry, what would it be?

A: Focus on marketing, customer service, and integrity.  Educate your marketplace. I started as a beginner working around the internet and over time I have developed a solid system that has helped my company appear on the first page of Google.  But great customer service is the backbone for any company.  If you leave a customer with a bad taste in their mouth, what do you think they will do? They will give bad reviews online as well as to the people they know.  The best form of advertising is word of mouth and you get there with outstanding customer service.  Have integrity and teach your employees to do the same.  Being honest and having strong moral principles will not only help your business, it will help you at becoming a better human being.  You will sleep better at night knowing you helped people with your knowledge and expertise instead of trying to squeeze every dollar your customer has for work they may not necessarily need.

robertatlasQ: Thanks, Robert. Anything else you would like to share?

A: I run my company the way I do because I don’t want to just be another carpet repair or carpet cleaning service the customer will never remember again or even want to call again.  I want to provide a level of service that they will remember and will call back time and time again for life.  I send my technicians out in the field not to make a quick buck, but to build a lifelong customer base.

Excellent advice from a successful entrepreneur: thanks for sharing, Robert!

Click here to see some of Phoenix Carpet Repair’s recent work! Robert Atlas also offers business coaching services to business owners who want to transform their approach to success.

Carpet Cleaning Feature: Ultimate Carpet Cleaning, Boise

When we have sharing campaigns on Facebook, we like to randomly select a friend of ours who helped us get the word out and give them a full feature in our blog and newsletter!

This time around the lucky winner is Ultimate Carpet Cleaning, a Boise carpet cleaning company that also serves Meridian, Eagle, Star, Middleton, Kuna, Nampa, and Caldwell, Idaho. Jeremy Higley, owner of Ultimate Carpet Cleaning, helped us get our Facebook page to 1,000 likes by sharing our status.

Ultimate Carpet Cleaning Logo

Ultimate Carpet Cleaning is a people-oriented business offering a variety of professional cleaning services to residential and commercial clients. They focus on providing excellent service and building strong relationships with clients. Their website sums up what they are all about:

We created this company for other families like ours.  We are sure you want the very best for your family and your home.  So do we!  Because of that, our cleaning systems have been designed to remove the greatest amount of soil and pollutants from your carpets, upholstery, hard surfaces, and drapes without leaving behind contaminants and sticky residues.

Deep Clean1Among Ultimate Carpet Cleaning’s many services are: area rug cleaning, upholstery cleaning, duct cleaning, flood restoration, wood floor refinishing, commercial carpet cleaning, and much more. We also interviewed Mr. Higley about his business and some of the more interesting experiences he has had as a carpet cleaner. Check out our brief Q&A below:

Q: When was Ultimate Carpet Cleaning & Restoration founded, and what was the “spark” that led to creating the business?

A: We have been in the business for 10 years.  In the beginning, we purchased an old cleaning truck as a value add for our remodeling business and our personal rental properties.   We looked at getting into the business, but after our initial market research told us that there were over 200 carpet cleaners in our small area, we decided against it.  We continued cleaning up after kitchen or bathroom remodels as a bonus to our clients. But, it wasn’t long before we started receiving referral calls for carpet
cleaning.  Once we decided to get into carpet cleaning, we went all out.  We bought top of the line equipment, the very best cleaning solutions, and selected a niche in the market that was underserved: busy professionals with discretionary income.

Q: What aspect of your business are you most proud of?

A: The people that work and have worked for Ultimate Carpet Cleaning. It may be a cliché, but a company is only as good as its people.  I truly believe that we have been very fortunate to have such caring and ambitious people apply and work here.  There is never a week that goes by, that a client doesn’t call us to commend one of our people.  Without them, we wouldn’t have been selected as the 2011 Cleanfax Industry leader or been awarded Angieslist Super Service Award.  Now with every hire, the cream definitely rises to the top.  It is easy to see who has potential with us.

Q: What is the weirdest mess you’ve ever been called in to handle?

A: It’s a toss-up. First, we had an eccentric client that had purchased a house for… her cats.  A 5 bedroom house for all 12 of her cats.   She didn’t live there. In fact for quite some time no human lived there.  The carpet that was in the home was $60+ a yard carpet, so they wanted to save it.  We disengaged the carpet, took it back to our shop and submersion-cleaned all of it like a big oriental rug.  Meanwhile at the house, we trashed all the pad, sealed the subfloor, installed new pad and then brought the newly cleaned carpet back in to reinstall.  The end result: my guys did such a good job that even with my hyper-sensitive cat allergies, I was unable to determine whether a cat had ever been in the home.  The other one was a 100-lb. “turtle closet remediation.”  The turtle lived freely in the home, but the walk in closet was his bathroom.  The owner was selling the house and needed a total odor remediation.  Again, we saved the carpet and performed a remediation similar to the home above.

Turtle remediation: now that’s one we’ve never heard before! Thank you for sharing, Jeremy, and congratulations on your success with Ultimate Carpet Cleaning!


ServiceMonster users: To see your company featured on our blog and newsletter, participate in our next social media campaign by following us on Facebook and Twitter!

Survey: Best Resources for Real Carpet Cleaners?

Serious business.
Dear Carpet Cleaning Warriors,

We’ve created a new free carpet cleaning resource. However, we need your feedback to complete it. The Carpet Cleaning Home Page will help both veteran cleaners and those who are new to the business.

ServiceMonster has always believed in asking our customers what they want, instead of telling them what we think they should want. So we’ve come up with a few questions for you, about where you go to network, learn about the business, and troubleshoot. We’re hoping that if enough real cleaners answer this survey, we’ll be able to come up with a resource list for you that will help you meet all your professional needs.

Help us help you!  Click here to take our very short survey!

Categories: Carpet Cleaning, Q&A

Interview with Principal Focus CEO, Joseph Kowalski

September 12, 2008 Leave a comment

Q. You’ve been asked to speak this year at the Connections Convention. What topic will you be covering?

A. I consider it an honor that they asked me to speak this year. There are many great presenters talking about a wide variety of topics. My focus will be on using software solutions to complete the cleaner’s marketing goals consistently and profitably.

Q. Consistently? Is this an issue for most business owners in our industry?

A. I have been running Principal Focus for over five years now. Because we are so centered on customer service, one of my main responsibilities is to consult with our customers about their marketing strategies. The one thing I kept running into is that carpet cleaners, in general, spend a great deal of money on marketing and are disappointed with their results. Some of these issues can be solved in a few conversations. But the biggest problem is the lack of consistency and the frequency of their campaigns.

Q. ‘Kept’ running into, as in past tense? You have solved this issue?

A. We (Principal Focus) have solved many issues common to the carpet cleaning professional. ServiceMonster, our marketing and management solution, makes it easy to stay consistent with customer management, scheduling, order management, and especially marketing.

Q. That sounds nice, but what does it mean? How can a cleaner, who may not be very computer savvy, benefit from ServiceMonster’s marketing tools.

A. Well, first, ServiceMonster was designed to be easy to use. Many of our customers don’t know the first thing about computers. That’s OK. If they can browse the internet, they can use ServiceMonster. Second, we have created simple Marketing Automation tools. In short, it means that if they can define a campaign, they can complete that campaign in just a few clicks. Here is an example. Last week I reviewed one of our client’s marketing plan. They joined ServiceMonster two mouths ago because they knew that they were missing an opportunity with their current customers. One of the first things they did was set up a 9 month reminder campaign. In just over one month they had increased their repeat business by nearly 35%.

Q. Really? And you helped them with that?

A. No. That’s the beauty of ServiceMonster. They had already created their campaigns before I even talked with them because it’s just that easy. We have taken 5 years of experience and the knowledge of all of our clients to build the best marketing and business solutions available to the carpet cleaning professional. But more then that, we view every client as a business partner. We at Principal Focus believe that somewhere between their customers and their family is peace of mind.

Q. So what’s new at Principal Focus? Your company has always been in the lead. What is the next service that we can look forward to?

A. You’ll have to wait until Connections for me to answer that. Let’s just say that our customer’s lives are getting easier every day.

Categories: Headquarters, Q&A
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