ServiceMonster Staff

Blog posts by me
Cleaner Q & A: The Keys to Success

Success means something different to each individual, and most everyone goes about trying to achieve it in a different way. You could be the best carpet cleaner in the world, but is skill the only thing that equates to success? Not necessarily. Since every cleaner runs their company a little differently, we thought it would be interesting to get some different opinions on the topic of success and what it is that helps cleaners ‘win’ every day.

So, we asked the question: “What one thing is crucial to your success on a daily basis?"

Here’s how some of your fellow cleaners responded.

1) Having fun with your customers.

Brad Mastrangelo, Mastrangelo's Carpet Cleaning

“Making your customers smile and laugh. I have been in this business for 25 years. I have also been a professional stand-up comedian for 23 years. Many of my customers know this and many find out when I leave. I believe that we all have access to the same equipment, chemicals, and training. I feel strongly that if you make a customer feel comfortable with you the person, you will have a customer for life.”

2) Taking notes.

Jeremy Higley, Ultimate Carpet Cleaning

“Absolutely it has to be time management. Google Keep keeps me on track with goals, to-do's, etc.”

3) Family support.

Tom King, Rug Gallery Flooring

“My wife's hard work and great people skills.”

4) Conversations with customers and staff.

Shen Schulz, Environmental Carpet and Air Care

“Communication! It is the foundational basis for everything going right in our business. We could not stay as organized with our schedule and demand without communication. We could not have strong marketing and online presence without communication. Our customers experience good customer service and understand everything they need to know regarding their job, because we proactively communicate with them all details. Our different departments work together seamlessly (senior leadership, accounting, customer service, cleaning techs, web marketing) because we instill the importance of communication in our culture.”

5) Sincerity.

Pavlin Zarkov, Master’s Touch

“Be honest, win customers’ trust and turn them into a cheerleaders for your business.”

6) Always being open to learning.

Joseph Rodgers, Quest Floor Care

“Taking the time to learn new things and integrate them into the business when helpful. The key is actually taking the time to learn and understand the new thing, whether it's a process, a piece of equipment or a form of technology (like another form of social media).”

7) Going above and beyond.

Jessica Zuniga, Zorro Carpet Cleaning

“Getting to know our customer’s needs and exceeding expectation.”

8) Always giving it your all.

John Stewart, Healthy Choice Carpet Cleaners

“I got rid of my ego -- stopped making excuses. I became determined that only the best will do -- even if I lost money on some jobs. While running my business with these guidelines I managed to serve some people who became cheerleaders for my business and helped it grow. And I was a decade ahead of the ‘green, eco-friendly’ thing."

9) A solid foundation.

Russ Terhaar, The Clean Machine

“Integrity, hard work, and faith. Not sure what order to put those in because they all work together for me. Take one out and I'm dead in the water...”

10) Acting like a cleaner that YOU would want to hire!

Ron Beatty, Ron Beatty Carpet and Upholstery Cleaning

“Consistency, reliability, humility, and a lot of hard work.”

This throwback ServiceMonster Blog post was originally posted in July of 2015.

Why You Should Film Customer Testimonial Videos

Picture this, if you will: It’s Friday. You’ve had a long week, and you’re craving a good steak. You do a quick search online of best places for steak in your area, and come up with two options:

Restaurant 1’s website claims that their steak is the tastiest around (according to content written by the restaurant itself).

Restaurant 2 is purported to have the best steak in the area, as well. However, the difference is that you learn this via reviews of the restaurant on Facebook, written by customers who have dined there over the last few months.

Which candidate is going to win your dinner business?

You realize that any restaurant could claim to be the best at a certain dish or cuisine, but when a positive assessment comes from someone who has no ‘steak’ (see what we did there?) in the business, it carries a lot more weight. An unbiased opinion is always more persuasive.

Restaurant 2 it is!

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We have no doubt that your company does stellar work and that your customers are in great hands with you. But, regardless of how well you sell your services, you still can’t change the source: you.

Testimonials’ strength lies in the fact that they come from a source outside your business, who has seen proof of your work and was happy with the outcome. This impartial opinion fosters positivity and confidence in your prospects.

What is a testimonial video?

Before we get any deeper, let’s go over what a testimonial video is. A video testimonial is simply an on-camera endorsement of your services from a customer. The best ones are straight-forward, short, and upbeat. Though videos require more work than simply pasting a quote or two on to your website, they provide an organic way for prospects to learn about how great you are, straight from the horses (er… your customer’s) mouth.

Are videos more persuasive than text?

Without a doubt, yes. Because viewers can see your testimonial-offering customer in the video, there is an automatic feeling of authenticity from the beginning that’s inherently lacking when it comes to text testimonials.

Seeing a homeowner or business owner talk about how satisfied they are with your services can be a key factor in your home-owning and business-owning prospects (who personally identify with the customers in the video) choosing to use your company.

What do I need to consider before I make a testimonial video?

Even though videos do naturally come across as more authentic than text testimonials, that doesn’t give you free reign to hand your customer a script and tell them to read it to the camera. We recommend brainstorming a short list of questions before filming, and passing them along to your interviewee a day before filming. This will give them time to review the questions and consider how they’d like to answer them, so they won’t be blindsided when the camera is rolling.

Some questions to consider asking:

  • If someone called you and asked why they should use our services, what would you tell them?
  • What would have prevented you from using us?
  • Where did you hear about us?
  • Overall, what was the experience like?

What do I need to think about during filming?

Don’t get hung up on purchasing an expensive camera, especially if you’re just starting out with video testimonials. You can even use your phone! Just be sure to shoot it using widescreen (turn the phone horizontally), and steady it against something.

Be mindful, too, of the location you choose to film – it can make a difference in how watchable the video is. Try filming in front of or inside of the customer’s home or business.

Another important consideration is audio quality. You’ll want to avoid locations that produce an echo, and busy places with lots of people talking or traffic noise. While you certainly can edit the audio post-production (after you’ve filmed), ideally you wouldn’t have to do too much to it. We recommend considering a wireless lavalier that you can run into your camera.

Also, make sure there’s enough room on your recording device for the whole interview (plus some extra in case the discussion runs longer than anticipated).

What do I need to do after filming?

After you’ve thanked your customer for their time and thoughts, it’s time to start editing. This can be as long or as short of a process as you’d like, depending on how filming went and what you’d like your finished product to look like.

Try to edit the content down to focus on the most glowing praise, and keep it short – we recommend no more than a couple minutes. Remember, people tend to have very short attention spans!

Once I have a finished video… what do I do with it?

First, send it to the featured customer and get their approval. Then… share it!

Create an email drip campaign in ServiceMonster 6 for people you haven’t serviced in a while, and include the video to convey the voice of your customers.

Create a ‘case study’ section on your website and include the video.

Share on your social media channels, like Facebook and Twitter, and create a ‘testimonials’ playlist on YouTube and place the video in there.

Also, if you have a salesman, be sure to share the video with them. They can use it as a tool when chatting with new prospects.

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Customer testimonial videos are unique because they’re persuasive and very effectively able to establish credibility for your company. Though they can be a bit labor intensive, we strongly believe that they’re worth doing because of the tremendous boost they can offer your business. Give them a try… and let us know how it goes!

Top 8 Key Performance Indicators: Business by the Numbers

Key Performance Indicators (KPIs) are numbers you can use to make smarter business decisions. With KPIs, you can flag areas of growth potential, fix issues before they become problems, and generally gain a greater level of insight into your business.

KPIs are important with or without ServiceMonster. While the ServiceMonster dashboards give you instant, real-time results, complete all of your calculations and comparisons for you, and offer an elegant carousel view, you don’t need ServiceMonster to measure and understand your KPIs. You can get these numbers from a stack of invoices, a calculator, and a few days to kill. But make no mistake, they are that important.

Let’s break down each of the nine KPIs we have identified as the most critical to any service company. Although ServiceMonster gives you much more data than what we’ll explain here, these KPIs should be numbers you know off the top of your head. These nine are the most important.

Core Demographic

Most of these figures are focused on residential floor cleaning and related services, with some commercial data thrown in. Many of these figures are simply universal truths. The target rates are the results of 15 years of data analysis within our industry. In 2015, ServiceMonster processed over $345,000,000 in cleaning and restoration invoices in the United States alone. That gives us the largest analytical data engine in the industry. By a lot.

Numbers and Comparisons

Understanding and monitoring a KPI is the first step towards real change. Simply watching a KPI will improve it! Being able to understand the differences in the last 30 days, the last month, the last quarter, and the last years’ worth of data for a given KPI can uncover trends that you never knew were there.

In addition to the KPI itself, you can also look at changes to your KPI over time. Comparing last month with the same month last year can show you if you’re up or down, and by what percentage. We say that business moves fast, and while that’s certainly true, it’s not real-time. It can take 18 months to see the cause and effect from changes you’ve made to your business. Running comparative KPIs can give you true clarity on the direct effect of everything you do!

1) Repeat Rate

What is repeat rate?

Your repeat rate is the percent of clients who have used your services more than once in a given period. Repeat rate is the most important KPI you have, and it will take a few other KPIs to calculate it correctly. Believe it or not, a fair number of service businesses calculate their repeat rate incorrectly. With this in mind, part of our training process includes an in-depth look at your marketing efforts, and one of the items we focus on is repeat rate.

The incorrect calculation

Most of our clients will calculate their repeat rate like this: Take the number of customers you serviced this month (c). Then find how many of them used you more than once (r).

(r/c) x 100 = repeat rate %

The correct calculation

Take the number of residential clients you have serviced in the last two years (C), then find how many of them used you more than once (R).

(R/C) x 100 = Repeat Rate %

The main problem with the incorrect calculation is the length of time sampled. The rate can vary widely depending on how successful or unsuccessful your prospecting efforts are. The two-year timeline in the formula represents your true number of active clients. ServiceMonster research shows that getting a client to return after two years has roughly the same cost as obtaining a new client.

Why should you track repeat rate?

Your repeat rate is often an indication of the experience you give your client, combined with your proficiency at maintaining a consistent client retention program. Your repeat rate is the most important KPI you have. If you track nothing else, track your repeat rate. You work hard to attract new business! In fact, our data shows that it costs around $82 per prospect to get in their home. Compare that to an average of $15 per client, and you can see – the difference is all profit. Your margins on repeat business are much higher.

In addition, your total marketable base will grow much faster with a compounding client base. Take this example: Company A and Company B are cleaning companies. They both pull in 20 new customers a month and have an average invoice of $250. Company A has a repeat rate of 25% and Company B has a repeat rate of 60%. The only difference is that Company B has a strong client retention program. In just three years, Company A has a customer base of 640 clients, earning a total of $80,000 per year in revenue. Company B, however, (the one you want to be), has accumulated 1,200 clients, and brings in $150,000 per year.

Company A Company B
New Customers/Month 20 20
Average Invoice $250 $250
Repeat Rate 25% 60%
After 36 Months
Customer Base 640 1,200
Annual New Revenue $60,000 $60,000
Annual Recurring Revenue $20,000 $90,000
Annual Total Revenue $80,000 $150,000

In addition to the increase in base revenue, you will also reduce your expenses. Keeping your name in front of your existing client is far less expensive than trying to get a new customer. Not to mention, your cross-sale potential radically increases if your current clients are aware of ALL the products and services you offer.

Repeat rate targets

Your repeat rate should be above 50%, otherwise attrition will limit both your business growth and the horsepower you need to build your empire.

0% – 15% No customer retention campaigns.
16% – 30% Inconsistent customer retention campaigns such as the occasional seasonal mailer, random newsletters, and random reminders. (2 to 3 mailings each year per customer.)
31% – 50% Consistent generic mailings such as newsletters and/or some basic reminders. (4-12 mailings each year per customer.)
51% – 80% Consistent targeted mailings such as ServiceMonster’s FillMySchedule (FMS). (4 mailings per year per customer.)
Over 80% Repeat rate of over 80% are usually urban legends or the result of an improper calculation. A few of out customers have repeat rates this high as a result of consistent client campaigns from all channels (email, direct mail, and phone) and the correct alignment of the planets.

Improving repeat rate

Working to improve your repeat rate should be your number one goal at all times. What good is driving new business if you’re losing them on the backside? Focusing on the lower margin sale is a good way to grind your exciting business into just another job. There are many ways to help ensure you have a good chance at new work from an old client: Show up on time. Be well groomed. Be professional. Listen to your client. Set proper expectations. Work hard. Do a good job. Give the client an unforgettable experience. You might be surprised at how much room for improvement there is in these areas! Fix those first.

After you’re sure you have the basics covered, create a client retention program. You can use the do-it-yourself marketing features in ServiceMonster to create direct mail, call, and email campaigns. Build a few years’ worth of content at once, then build a drip campaign which will generate your materials and lists, or send the emails at timed intervals. Optionally, you could also use our FillMySchedule (FMS) system, where we do high-quality direct mail for you, automatically (content and all!). FMS is a proven tool with a national average of 800% return on investment (ROI), and is a great way to get your client retention program up and running quickly.

2) Total Market Potential

What is total market potential?

Your total market potential is not strictly a KPI, but it’s a number you should know and understand. It represents the total number of potential clients in your area (but it’s not population). It’s also called your core demographic. If you’re focused on the value client in California, for example, you would target 25- to 55-year-old home-owning females with kids and/or pets, with home values above $350,000. You can use the free tools from InfoUSA to target your area and service distance. That will give you a nice target number. Tattoo that number to your forehead: the maximum size of your business depends on it.

3) Total Marketable Base

What is total marketable base?

Your total marketable base is the number of active clients in your database that have used your services in the last two years. You can increase that to four years if your services are strictly maintenance-based, like tile cleaning or air duct cleaning. A company that deals solely with restoration has no “marketable base,” because you can’t convince people to have another flood just so you can come clean it up for them. You will use your total marketable base when calculating your repeat rate.

Why should you track total marketable base?

Assuming that you know your total market potential, understanding how much of that market is yours gives you incredible insight. What’s your potential market share? What’s your maximum earning potential? How will you scale? You also need to track marketable base because you won’t know your repeat rate without it.

Marketable base targets

We have seen some interesting trends with marketable base and residential clients. Let’s assume your market potential is around 100,000 people. When your total marketable base hits 1% (1,000 clients), your referral rates start to climb… especially if you’re asking for them. When you hit 10% (10,000 clients), your referrals are so strong that you may forgo prospecting altogether. Not that we’re advising that.

Improving your total marketable base

To improve your total marketable base, you will need to implement strategies for improving both your repeat rate and your sales pipeline.

4) Average Invoice

What is average invoice?

Your average invoice is a calculation of the sum invoice subtotals over a period of time. You want to break it up by order type (carpet cleaning vs. restoration work), but other than that, it’s pretty straight-forward.

Why should you track average invoice?

There are two important reasons to track average invoice. The first has to do with your repeat rate. Understanding your average invoice gives you the power to influence it over time. See if you can change the numbers by targeting higher-end clients, or by adding new products or services. Raising prices will quickly increase your average, but will that affect your total marketable base? Will your new leads slow down? Knowing these comparisons in real-time gives you the ability to make quick course corrections and stay ahead of trouble.

The second reason to track your average invoice is because it can greatly affect your repeat rate.

Average invoice targets

Residential carpet cleaning invoice averages are around $245 nationwide. That also happens to be the sweet spot for getting a great repeat rate. Invoice averages under $200 typically attract price shoppers who have little loyalty when it comes to service providers. Invoice averages of over $350 are in real danger of creating sticker shock, drastically reducing your repeat potential. Managing expectations is tough for even the best cleaners.

Improving your average invoice

Improve your average invoice by focusing on incremental price increases, offering additional products and services, and working to boost your upsell numbers. Use ServiceMonster service items to increase the likelihood of an upsell to an existing client by over 30%! Use the income by service report to find out which of your services are selling, which ones need more attention in your marketing message, and what new services are working in your area. Track your upsells with the order upsell and commission features.

5) Income by Service

What is income by service?

This KPI is a very common accounting report. It breaks down your income by the services you provide, and it’s hard to put together without accounts receivable features like ServiceMonster’s invoices, line items, and service list.

Why should you track income by service?

Knowing what your clients are buying, and when, can be very insightful when trying to offer additional products and services. We once had a client who was, shall we say, “manly.” In our first conversation, he mentioned that he wouldn’t clean upholstery. When asked why, he said, “Oh I sell it. But that’s women’s work, so my wife does it.” Months later, we noticed that upholstery services represented over 25% of his income. We told him that his wife needed a big raise! His reply, “After I found out how much upholstery work there is, I’ve been doing upholstery too.” His market was perfect for upholstery cleaning, but he never realized it until he saw the KPI.

Income by service targets

Target making the largest slice of the chart under 50%. Stable companies usually have three or four main services, and a small market in additional work. Ideally, you would have three services at 30%, and the remaining 10% in “other” services.

Improving your income by service

Adding additional services is as easy as visiting your local distributor and shelling out some cash, but deciding what new services to offer varies based on your area. Getting that tile and grout wand won’t do much good in a community with little tile. Listen to your clients! What services are they asking you for? Let your market help you decided what to add.

Secondly, sell them! Service providers are inherently bad at two things. (1) Maintaining a consistent client retention strategy, and (2) Letting clients know about ALL of the products and services they offer. Customers can’t buy it if they aren’t aware of it! Update your marketing materials, your website, and your business cards. Before each job, talk with the client about what you have to offer. Part of the reason you want to expand into other services is to keep your client, YOUR client. There are other service providers out there that Mrs. Jones can use to get ALL of her cleaning done, but we don’t want her to use other service providers. We want her to stick with you!

6) Clients by Lead Source

What is clients by lead source?

Clients by lead source helps you to identify which of your marketing campaigns are winning you business. ServiceMonster allows you to identify, using lead sources, which specific marketing campaign or client (referral) brought he new account to your company. We track lead sources for both the account and the order. This is a very important difference, because it identifies two important data points: (1) Which campaigns are working to gain you new clients, and (2) Which campaigns are working to bring existing clients back to you. We see too many data imports where the current account lead source is set to “Repeat.” Not only does that hide the actual result of what brought them back, but it REMOVES THE ORIGINAL lead source value, destroying your ability to see which campaigns are working over time!

Why should you track clients by lead source?

Knowing your response rates, close rates, and ROI for a given campaign will help to maximize your marketing dollar. Ideally, 30% of your gross income should be going back into marketing (we’re not there yet either). Imagine if you were averaging 400%+ ROI on your campaigns over a 90-day period. You would essentially turn your company into a cash machine, only reaching a peak due to your total market potential. That’s a very compelling reason to track your lead sources.

Clients by lead source targets

By breaking up your campaigns into prospecting and client retention, you’re able to set your targets with more accuracy. As a rule, your client retention responses and ROI will be much higher than general prospecting campaigns. If your client retention is very strong and your repeat rate is well above 50%, your prospecting ROI could even be negative and your business would still grow. Ideally, your total average prospecting ROI will be above 100%, and your total average client retention ROI will be above 400%.

How to improve your clients by lead source

Every guru has a magic pill. A silver bullet. But in reality, there is no such thing. Positive prospect marketing ROI comes from hard work, trial and error, and understanding your core demographics.

You can improve your results by running A/B campaigns. Break your list into two equal, but random, parts. Use a separate message and imagery on each one. Track the one that has the best responses, and use that as the A campaign next time. Then create a new B to battle against. By using an A/B campaign, you will slowly increase your response rate by leveraging content and language that speaks to your clients.

Try not to limit your prospecting to one single campaign. Sure, it may have the best “numbers,” but a single source will only produce a high volume of leads for a short time. Diversify. Keep marketing on several channels at once: direct mail, email, Facebook… you get the idea.

For client retention programs, you can influence your response rates by a few percentage points, but the biggest way to improve these numbers is by simply running consistent campaigns.

7) Average Job Time by Order Group

What is average job time by order group?

The average job time by order group takes the total man-hours for each job, for each type of work you do (cleaning, restoration, etc.) and averages the total for the time period. It can be broken down by employees as well, so you can compare each employee to the company average. We only focus on the job type, work (not estimates), drop-offs, pick-ups, or reworks.

Why should you track average job time by order group?

Tracking your job times can help identify your margins. We’ve had clients that feel they are profitable, but the data tells them another story. Understanding your average job time can also help you plan your workload better.

Average job time by order group targets

Looking at employee job averages can give you insight as to which of your employees are excelling and which ones are a drain on the company (and you!). Longer job times aren’t necessarily a bad thing if the employee is upselling well. Taking order totals into account will give you an average revenue for each employee.

Average job time by order group targets

Use ServiceMonster Mobile for automated employee check-in and check-out. One way to get more out of each employee is to limit their downtime. Wait list, job work logs, and commissions can all be used to effectively establish company policies. Create a commission program where your techs get more for upsells. Educate them on giving value to the client as opposed to taking a sales approach.

Get the employees involved. ServiceMonster leader boards can be a powerful tool you can use to offer rewards to high earners. Quick and efficient employees, with low rework scores, will have good averages even if they aren’t upselling. More deliberate techs with better people skills can push good numbers by offering all of your services, and landing add-ons. Techs with poor performance can be retrained, repurposed, or replaced before they poison the well.

8) Sales Pipeline

What is sales pipeline?

Your sales pipeline shows you how many new leads, opportunities, and invoices you have received and converted in a given period. If you work sales opportunities over multiple touches and through different stages, then your sales pipeline will show you what percentage of leads convert to opportunities and how many of those opportunities convert into sales.

Why should you track your sales pipeline?

Getting the information sooner rather than later that your leads are depressed gives you time to adjust. Knowing that your conversion rates are high might tell you that new message and language you’re using is working. Tracking your sales pipeline can provide clarity on how you and your staff are dealing with the influx from the marketing you’ve been doing. If your leads are up and your conversions are down, perhaps you’re targeting the wrong base, or your message is establishing improper expectations. Either way, data gives you the power to make changes and see how those changes affect your bottom line.

Sales pipeline targets

10%+ of your leads will be spam from bots and price shoppers who provide junk data. From your qualified leads, you should be closing well over 50%, no matter what services you provide. As a service provider, just answering the phone and showing up will land you more jobs and earn great clients! Most of your competitors have a hard time with those two simple things. Past that, your challenge is to beat your own numbers.

How to improve your sales pipeline

Implement some sales commissions. Train and retrain. Then monitor sales activities (especially your own!). Record phone conversations here and there, and listen to them. Talk about the recorded conversations. Then train again.

Do what you say you’re going to do. If you say you’re going to send an email or call a client back, don’t drop the ball. Track sales efforts and tasks with opportunities and activities. Create drip campaigns to automate basic communications and offers. Send potentially large clients a thank you card. Above all, set yourself up to stay on top of your leads and reach out to them as soon as possible.

BONUS: Churn

What is churn?

Churn is not typically found as a KPI in service companies, but we think that all businesses in this industry should at least understand it. ServiceMonster is a SaaS (Software as a Service) company. Repeat business is a critical part of our business model. You pay monthly to use ServiceMonster, but you can cancel at any time. The clients that we lose from cancellations, or simply because they couldn’t pay, go into a calculation called churn. It measures the percent of clients lost over time.

Why should you track churn?

There are two client programs that make churn relevant in a service business: (1) Recurring commercial work, and (2) A SaaS-style residential program, like ServiceMonster account subscriptions, where you charge the client monthly for regular automated services. Tracking churn against these cohorts makes a lot of sense. As you onboard new clients, you will notice a shift in your receivables (if you can pull it off). Your income will stabilize throughout the year, and your repeat rates will climb. Churn is almost the opposite of repeat rate: a SaaS-style approach assumes that you will keep the client, while the standard service approach is trying desperately to bring them back.

Churn targets

As this represents a very small (but growing) income for the industry, we don’t have good a churn rate to give you. As a SaaS company, we try to stay below 12% annually. That means our repeat rate, month after month, is 99%. Chew on that for a minute.

How to improve churnWe know how we improve churn at ServiceMonster. We use education and contact strategies for customers’ first 90 days. In your business, let’s just get a SaaS-style service to market, shall we?


ServiceMonster is full of KPIs. The ones mentioned above are the heavy hitters, but there are still many more that serve to enlighten your business decisions and help keep you on track. Keep your finger on the pulse of your business 24/7, with the help of ServiceMonster!

Spotlight: First-Ever Viral Cleaning Industry Video

What is the perfect recipe for making a video go viral?

It has to be easily accessible (embedded into a Facebook post, ideally), and it has to be worthwhile to share (the reasoning behind which varies widely). It definitely has to be eye-catching and enjoyable for people to watch. It also needs to be short -- people have brief attention spans these days, and they won't stick around for a drawn-out video. High quality images and audio make your video easier to watch. It also couldn't hurt to draft up a marketing plan to go along with your video to encourage its virality.

...However, none of these things are a guarantee. You could follow the guidelines to a T and still not see your video gain much traction. Such is life on the fickle internet.

But, sometimes... like in the case of The Dirt Army Carpet & Tile Cleaning Services, you post a video with very humble (if any!) goals, and watch in disbelief as the views and shares soar.

We recently had the opportunity to interview ServiceMonster customer Gary Hite with The Dirt Army, who is currently experiencing this phenomena.

Chances are you've seen their latest video.

It contains fairly straight-forward subject matter: grout cleaning. However, they've seemed to hit a niche just right. There are a ridiculous number of 'satisfaction'/'perfection' videos on YouTube, many that include cleaning, organization, and an assortment of 'gross' topics like ear wax removal and pimple popping. There is even a subreddit titled Oddly Satisfying (The Dirt Army's video was reposted there, of course.). Many people find these videos gratifying to watch, in an 'OCD' kind of way.

Currently sitting at roughly 5,900,000 views and 70,000 shares, The Dirt Army's video landed on the first page of Reddit and completely blew Gary's initial expectations out of the water.

Check out the interview with Gary below to learn about his thought process behind the video, how it's affected his business, and more!

The Interview:

First of all, how long have you been in business, and what area do you serve?

We have been in business since 2008. I did it part time for two years, then took one year off. In 2011 I started cleaning full time. We service the Temecula Valley area in Southern California.

How did you get the idea for this video, and what was your goal with it at the beginning?

I've been making cleaning videos for five years. It seems like each time they get a little bit better. My goal was to sell more tile jobs in Temecula and the surrounding cities. Now, people from all over the world want me to clean their tile! We average 170 calls, 200 direct messages, and 75 emails a day asking us if we have a franchise in their city, or if we can recommend a local cleaner with similar equipment.

What cleaning equipment did you use in the video?

I cleaned this tile using my brand new Prochem Everest HP with e-idel. The tile cleaning tool is the Turbo Hybrid Grout Cleaning Tool 12" from Cobb Supply (they are the only supply store that can get this tool in green! It typically comes in blue, but Dirt Army green is the best.). The cleaning product is called Grout War from Army Chemical.

What camera equipment did you use to film the video?

I used a GoPro.

What editing software did you use?

I used Windows Movie Maker. It's the easiest software to use.

When did you post the video?

I published the video at 8:00 pm Pacific on July 26th.

Where did you post the video?

I uploaded the video to YouTube and Facebook.

Did you boost the post on Facebook?

Yes. I boosted the post to people who like The Dirt Army Facebook Page, and their friends. I targeted locations in and around our local Southern California area, including Canyon Lake, Lake Elsinore, Menifee, Murrieta, Temecula, Wildomar, and Winchester. I selected ages 32-65+.

How soon after posting the video did you think, "this could go viral!"?

I hired a woman to answer phones the night before this video was published. The next day, she mentioned that I got "the strangest phone calls." Later when talking to her, she said that most of the calls came in from Florida. That afternoon, when looking at the 60,000 view count, I said to myself, "this is going to be viral."

How do you plan to monetize this? How has the video affected your business so far? Have you gotten a surge in local business?

My website visits are up 3,600%! Our Facebook Page has gotten 42,000 new likes in seven days, which is an increase of 39,803%. I just bought the domain, and we will have a full staff selling leads that come in to cleaners around the nation. Army Chemical is a product line that I started three months ago, and we now sell Grout War, Odor War, and Stain War. I know 100% that millions of dollars will be made from this 1:30 minute cleaning video. My life will never be the same. I'm excited and scared at the same time.

Is there anything you would have done differently with this video?

I would have included my Grout War tile cleaner in this video (pouring the product into our pump-up sprayer).

Are you planning on submitting the video to your local news station?

On Tuesday, we submitted the video to CBS, NBC, ABC, and FOX.

Once the hype around the video dies down a bit, do you have a plan for how to ride the wave of attention it's brought your company?

Hype die down? NEVER! I will be making new videos each week that will include our products. For a fee, I will select cleaning tools from our industry.

We noticed that you suggested that other companies within the industry comment on the video to advertise their local services, since people from all over the United States are commenting interested in your service. Do you see this as an opportunity to help benefit the industry as a whole?

Definitely. Other cleaners are sharing this video to their company pages, stating that they can achieve similar results.

Is there anything else you'd like to add?

Ryan Kettering with Prolific Prints saved us! He shut down their entire printing and graphics art shop so they could work on building me three websites in six hours. The team also designed three labels for my chemical line, Army Chemical, that same day. It only took them six hours to complete my order. Who knew you could rent out an entire graphics studio?

We are currently looking for serious investors, because a Dirt Army franchise is coming soon. I'm hiring a professional that has franchised other businesses to completely take care of this for me. I feel like I am the busiest person in the world right now. The power of social media is insane! And this is just the beginning.

Thank you for taking time out of your chaotic day to answer our questions, Gary!

Gary spoke with ServiceMonster CEO, Joe, on the phone a few days after the video went live. After discussing all the new business the video has brought in, Gary admitted one regret: "I wish I had started using ServiceMonster sooner!" (No worries, Gary. We'll get you up to speed in no time!)

Check out The Dirt Army's website for more information about the company. You can also find them on Facebook.

9 Ways to Prospect Effectively

Prospects turn into leads and leads turn into sales, which means that without prospects, it’s hard for your business to grow. For prospecting to be effective, it should be done on a regular basis (ideally daily!), and it can require a bit of research. Equally as important as prospecting every day is making sure that you’re targeting people who are already likely to use your services. This way you’ll be getting the most bang for your buck, so to speak, and maximizing your time.

However, how do you build a list with those constraints? You not only have to prospect all the time, but you also have to vet people, too?

It can seem overwhelming at first. With this in mind, we’ve brainstormed nine ways you can get started finding prospects that will be the most likely to buy.


Encouraging referrals is a good way to elicit customers that meet your standards, because clients that are referred from existing customers tend to be good overall fits for your business. When you receive a referral, be sure to thank your referral source and follow up with the referral as soon as you can.

1. After completing a job, send the customer a thank you card to let them know that you appreciate their business. To add referral potential, include a refer-a-friend deal. Something along the lines of, “If you loved the cleaning we provided you, share it! If you and a friend schedule a service within the next three months, both of you will receive 20% off our regular prices.”

2. If you use the FillMySchedule program, ask about Bottomless Business Cards. We’ll print up to three business-card-size inserts (per card) for you, for only $.28 per FMS card. Include your refer-a-friend deal on each insert, so your customers can hand out your information (and a great discount!) to three of their friends or neighbors.

3. If you get leads from a service like HomeAdvisor or Angie’s List, take the email addresses you receive (as long as they are genuine), along with names, and create a new account in ServiceMonster for each lead, marking their account type as prospect. In the future you can use the DIY Marketing tools in ServiceMonster to pull the list of all your prospects and market to them specifically.

4. Team up with a local real estate agent, contractor, or another individual or company in your town that sells something that would complement your services. If you partner with a high-volume realtor, for example, they could potentially send you a large number of their own clients who recently bought or sold homes that need cleaning.

Targeting Neighbors

Neighbors pay attention when the house down the street has some work done, so use this to your advantage!

5. Target the neighbors around a job you recently completed by mailing out a postcard to those households. On the postcard, include something like, “We just did work at your neighbor’s house,” include your customers’ address or their last name for reference, and encourage the recipient to ask their neighbor how you did.

6. Be sure to always carry your business cards on you. After completing a job, leave your cards on the doorstep of the surrounding houses.

Community Involvement (Online and Offline)

Name recognition is an essential part of marketing your business – people have to hear about you before they can consider hiring you!

7. Get involved in your local community by sponsoring events, participating in local groups and activities, posting your business card on local bulletin boards, and doing anything else you can think of that gets your business in front of people in a positive way.

8. Stay active on social media. Building momentum on social media can be a slow process, but if you post relevant content regularly, you can expect your follower count to grow. Social media provides the perfect platform for interacting and developing rapport between you and potential prospects, and it’s another way for them to contact you for more information or to schedule a cleaning! Be careful not to spread yourself too thin, though – especially if you’re just starting out on social media. Choose one or two platforms where your customers seem to hang out the most (Facebook and Twitter, for instance), and post on a consistent basis. Offer sales and/or contests occasionally to give people more of an incentive to schedule a cleaning.


It’s much cheaper to retain current customers than to go out and find new ones.

9. Focus on keeping the ones you’ve got! ServiceMonster’s FillMySchedule program helps you do just that, by encouraging repeat business through the use of high-quality direct mail cards. The program starts off with a thank you card, mailed to the customer after you finish a job for them. Then, every three months after that, FillMySchedule follows up with a specially-crafted message to remind them how long it’s been since their last cleaning, that you’re available to help, and that you offer other services that might interest them.

In conclusion…

If you’re interested in growing your business, it’s important to get in the routine of prospecting on a regular basis. Try one, two, or a combination of these suggestions, and be sure to mix it up every now and then to ensure you’re covering all your bases. The more active you are at prospecting, the more memorable your business will be for a greater number of people, and the higher-quality the leads you bring in will be. Now get out there and start building your prospect list!