Secrets To A Lifetime Client

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The Secret is:

The REAL Secret is in the…

The Proof The Process The People

Bruce Vance, owner of Town & Country Cleaning Services and an instructor for the

House Cleaning Technician Certification

Sharon Tinberg, owner of Rags To Riches The Queen of Processes

A best practice is a method or technique that has been generally accepted as superior to any alternatives because it produces results that are superior to those achieved by other means

Customer Lifetime Value

In marketing, customer lifetime value (CLV or often CLTV), lifetime customer value (LCV), or life-time value (LTV)

…is a prediction of the net profit attributed to the entire future relationship with a customer

An easy example would be the lifetime value of a bi-weekly account

Client spends $120 every 2 weeks for 26 weeks

The value of that customer would be:

$120 X 26 visits

Year(s) CLV

1 $3,120

2 $6,240

3 $9,360

4 $12,480

5 $15,600

How to Calculate the LCV

Why do customers leave? 5 Reasons Customers Leave

1. 1% pass away

2. 3% move

3. 14% are lured by a competitor

4. 14% are turned away by product or service dissatisfaction

5. 68% leave because of poor attitude or indifference on the part of the service provider (The People)!

YOU, ME, WE have influence over the 96%

Of Work!

The Scope of Work (SOW) is a formal agreement document that specifies all the criteria of a contract between a service provider (vendor) and the customer. It clearly documents the project requirements, milestones, deliverables, end products, documents and reports that are expected to be provided by the vendor.

A Clear SOW = Success for the Cleaning Techs and the Client. Put your techs (people) in positions to succeed.

SOW

A detailed set of instructions for a specific job or client

• For example, the Scope for a wash interior windows, wash all doors,

“1st-time-in clean” might be thoroughly clean all fixtures, high dusting,

closer in complexity and detail light fixtures, baseboards, deep scrub hard floors…

level to the ,.,.,.,. ,.,.,. ,.,.,., .,.,.,“Move-in” or “Deep” clean ,.,.,., .,.,., ..,.,. ,.,.,.,

than the one for a “Standard maintenance” clean Usual dust, general clean, vacuum and mop

• The Company establishes the Scope of Work

PCT Clean Promise of Clean pct Clean will perform a deep clean on the main floor and both stair cases. Hot/cold water and electricity at each appropriate location. Comfortable working temperatures in the home are appreciated. The following is what pct will clean the following: You expose surfaces…pct will clean them and remove all the construction dust.

Deep/Detail cleaning: this will include cleaning all main floor interior windows

• A deep clean in every room of the home:

• Hand wipe all surfaces-doors, trim, window sills, baseboards and light fixtures/ceiling fans/blinds

• All light fixtures will be cleaned

• *Clean all inside windows (optional) $4 per window

• Vacuum carpets, sweep and wet mop floors hard surface floors

• Mirrors left clean and shinny

Kitchen:

• Disinfect and Sanitize counter top, stove top, fridge and microwave

• Hand wipe fronts and tops of cabinets

• Sink is disinfected and left clean

• Sweep and wet mop the brick floor with Microfiber Mops-we may need to scrub the floor

PCT recommends:

• Please change the Heating/air filter upon completion of the clean

Deep clean $840

Windows $4 per window (interior)

Payment options

pct Clean accepts cash, checks and Visa, M/C

CARE, CUSTODY and CONTROL

What you and your technician need to know about this phrase?

Ms. Bubba Ms. Professional

Which is your ideal technician?

Engineered wood floor damaged by over mopping

Manufactured wood floor with black lines along the board edges

Proper cleaning:

• Reduces contaminants, etc.(soils) to a level consistent with the maintenance of good health and protecting property (Ref.-- Dr. Michael Berry “Protecting the Built Environment”)

• What is a CONTAMINANT? Any unwanted matter.

The Evolution…

Rag…The word rag is a noun

•a piece of old cloth, especially one torn from a larger piece, used typically for cleaning things

Microfiber Versus Ordinary Fiber Materials

Like any good software…