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.

Interviews
Category:
Cleaning Industry: August Jobs & Revenue Still Down

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While the cleaning industry has seen much improvement over the past 3 months, our August report indicates that complete recovery may take more time. The August numbers still show small decreases in number of jobs and total revenue nationwide. While the decreases are not near as large as earlier months, the numbers are not as good as June and July were.

Our data shows an 11% decrease in total number of jobs nationwide in the month of August (compared to August of 2019). Comparatively, March saw a 22% decrease, April saw a 46% decrease, May saw a 31% decrease, June saw a 7% decrease, and July saw a 6% decrease.

Our data also shows a 13% decrease in total revenue nationwide for the month of August (compared to August of 2019). April and May saw a 39% decrease and 28% decrease respectively, while June was much better with only a 9% decrease and July even more so with only a 3% decrease.

August Breakdown: Jobs

State-by-state breakdown of percentage change in total number of jobs between August 2019 and August 2020.

In the month of August, only 6 states showed positive growth in number of jobs. However, MOST states that showed a decrease only experienced a minor drop in number of jobs. The average nationwide was an 11% decrease in total number of jobs for the month.

The states that showed the largest INCREASE in number of jobs from August 2019 to August 2020:
  • Cleaning businesses in Delaware had 32% MORE jobs in August 2020
  • Cleaning businesses in Nevada had 23% MORE jobs in August 2020

* NOTE: Delaware and Nevada were also the top 2 states in the month of July.

The states that showed the largest DECREASE in number of jobs from August 2019 to August 2020:
  • Cleaning businesses in Connecticut had 34% fewer jobs in August 2020
  • Cleaning businesses in Vermont had 32% fewer jobs in August 2020


Overall, the nationwide average shows an 11% decrease in number of jobs.

* NOTE: North Dakota was not included since we did not have enough of a sample group to make a statistic.

August Breakdown: Revenue

State-by-state breakdown of percentage change in total revenue between August 2019 and August 2020.


Following pretty much in line with the jobs report, total revenue numbers for the month of August showed a 13% decrease. Overall, 13 states saw no change or showed positive growth.

The states that showed the largest INCREASE in total revenue between August 2019 and August 2020:
  • Cleaning businesses in Georgia had 18% HIGHER revenue in August 2020
  • Cleaning businesses in Hawaii and Maryland had 17% HIGHER revenue in August 2020
The states that showed the largest DECREASE in total revenue between August 2019 and August 2020:
  • Cleaning businesses in South Dakota had 57% lower revenue in August 2020
  • Cleaning businesses in New Hampshire had 49% lower revenue in August 2020


Overall, the nationwide average shows a 13% decrease in total revenue.

* NOTE: North Dakota and Maine were not included since we did not have enough of a sample group to make a statistic.

Sooo... What Does This Mean?

Over the past several months, we've seen the cleaning industry dip to some pretty severe lows, then slowly begin to recover. While June and July showed some pretty massive increases, August didn't quite continue the upward trend.

Previous months showed large increases with smaller decreases at the ends of the spectrum for both jobs and revenue. While the overall nationwide averages were still negative, many states were showing positive results. However, August's largest increases for jobs and revenue were not near as high as previous months, and the largest decreases were much more severe as well. Also, many more states were in the negative for August.

One thing to take into account is that August is often a very busy month for cleaning businesses, so while the numbers this year are not as good as last year, that doesn't mean the industry isn't still recovering slowly. We're hopeful that many businesses will continue to see growth each month as the industry gets back on its feet!

The Data

Clients who use ServiceMonster process over 1.25 million cleaning jobs a year. Our clients largely include carpet cleaners, pressure washers, window cleaners and maid service companies. We compared the total number of jobs and total revenue in August 2019 to August 2020 with a constant cohort for both data points.

The Complete State-By-State Data:

August Jobs

State % Change in Jobs
AK -8%
AL -9%
AR -6%
AZ -17%
CA -16%
CO -9%
CT -34%
DE 32%
FL -13%
GA 5%
HI -13%
IA -13%
ID -11%
IL -5%
IN -8%
KS -28%
KY -2%
LA -16%
MA -20%
MD -4%
ME -11%
MI -16%
MN -30%
MO 4%
MS -13%
MT -11%
NC -17%
NE -15%
NH -22%
NJ -13%
NM -22%
ND
NV 23%
NY -5%
OH -19%
OK 9%
OR -4%
PA -4%
RI 9%
SC -6%
SD -24%
TN -15%
TX -7%
UT -18%
VA -21%
VT -32%
WA -12%
WI -16%
WV -14%
WY -11%
AVG -11%


August Revenue

State % Change in Revenue
AK -6%
AL -12%
AR 15%
AZ -39%
CA -12%
CO -15%
CT -31%
DE 6%
FL -24%
GA 18%
HI 17%
IA -21%
ID 3%
IL 6%
IN -12%
KS -36%
KY -8%
LA -45%
MA -9%
MD 17%
ME
MI -6%
MN -15%
MO -8%
MS -24%
MT -26%
NC 0%
NE -11%
NH -49%
NJ 1%
NM -32%
ND
NV 10%
NY -12%
OH -21%
OK 7%
OR -8%
PA 3%
RI -40%
SC -2%
SD -57%
TN -18%
TX -8%
UT -15%
VA -28%
VT -34%
WA -11%
WI -1%
WV 1%
WY -27%
AVG -13%

Industry News
Category:
Cleaning Jobs Report: July Shows Continued Improvement

Subscribe to the ServiceMonster newsletter to stay up-to-date with our monthly COVID-19 cleaning industry reports:

Good news! The cleaning industry is continuing to show improvement amidst the COVID-19 crisis. Our newest report for the month of July shows very minimal decreases in number of jobs and total revenue nationwide. After a rough March, April, and May with low numbers, June and July have indicated that the industry is recovering well.

Our data shows only a 6% decrease in total number of jobs nationwide in the month of July (compared to July of 2019). Comparatively, March saw a 22% decrease, April saw a 46% decrease, May saw a 31% decrease, and June saw a 7% decrease.

Our data also shows only a 3% decrease in total revenue nationwide for the month of July (compared to July of 2019). April and May saw a 39% decrease and 28% decrease respectively, while June was much better with only a 9% decrease.

July Breakdown: Jobs

State-by-state breakdown of percentage change in total number of jobs between July 2019 and July 2020.

The month of July continued to show healthy improvement in total number of jobs. While fewer states showed positive growth than they did in June, the nationwide average of a 6% decrease shows that many states had far less severe decreases than previous months. Overall, 11 states saw no change or showed positive growth.

The states that showed the largest INCREASE in number of jobs from July 2019 to July 2020:
  • Cleaning businesses in Delaware had 45% MORE jobs in July 2020
  • Cleaning businesses in Nevada had 24% MORE jobs in July 2020
The states that showed the largest DECREASE in number of jobs from July 2019 to July 2020:
  • Cleaning businesses in Kansas had 27% fewer jobs in July 2020
  • Cleaning businesses in Minnesota had 27% fewer jobs in July 2020


Overall, the nationwide average shows only a 6% decrease in number of jobs.

* NOTE: North Dakota was not included since we did not have enough of a sample group to make a statistic.

July Breakdown: Revenue

State-by-state breakdown of percentage change in total revenue between July 2019 and July 2020.


Following the improvements seen in the jobs report, total revenue numbers for the month of July are even better than previous months. Overall, 21 states saw no change or showed positive growth.

The states that showed the largest INCREASE in total revenue between July 2019 and July 2020:
  • Cleaning businesses in Louisiana had 53% HIGHER revenue in July 2020
  • Cleaning businesses in Hawaii had 44% HIGHER revenue in July 2020
The states that showed the largest DECREASE in total revenue between July 2019 and July 2020:
  • Cleaning businesses in Rhode island had 54% lower revenue in July 2020
  • Cleaning businesses in New Hampshire had 38% lower revenue in July 2020


Overall, the nationwide average shows only a 3% decrease in total revenue.

* NOTE: North Dakota was not included since we did not have enough of a sample group to make a statistic.

Sooo... What Does This Mean?

Over the past several months, we've seen the cleaning industry dip to some pretty severe lows, then slowly begin to recover. While the overall numbers for July aren't that much better than June, the largest increases and decreases show the real story.

Going back to June, the states with the largest increases in number of jobs showed a 35% and 17% increase. For July, the largest increases were 45% and 24%. These higher increases show that many states are continuing to improve more and more each month. Looking at the largest decreases, June's largest decreases were 51% and 50% fewer jobs. July's largest decreases were only 27%. As these numbers shift to larger increases and smaller decreases, that's a huge sign that the industry is doing well.

Looking at revenue numbers, the trend is similar. For June, the largest increases in revenue were 32% and 29%. July's largest increases were 53% and 44%. Again, this shows that many states are doing even better and better. Taking into account the largest decreases in revenue, June's largest decreases were 57% and 51%. July's were 54% and 38%. While this is a smaller change, it still supports the upward trend we are seeing.

The Data

Clients who use ServiceMonster process over 1.25 million cleaning jobs a year. Our clients largely include carpet cleaners, pressure washers, window cleaners and maid service companies. We compared the total number of jobs and total revenue in July 2019 to July 2020 with a constant cohort for both data points.

The Complete State-By-State Data:

July Jobs

State % Change in Jobs
AK -7%
AL -2%
AR -7%
AZ -13%
CA -17%
CO -5%
CT -3%
DE 45%
FL -1%
GA 7%
HI 21%
IA -8%
ID -22%
IL -11%
IN 1%
KS -27%
KY 2%
LA 6%
MA -8%
MD 0%
ME -18%
MI -5%
MN -27%
MO -10%
MS -4%
MT -12%
NC -13%
NE -11%
NH -12%
NJ -12%
NM -13%
ND
NV 24%
NY -8%
OH -22%
OK 13%
OR -7%
PA -5%
RI -24%
SC 0%
SD -11%
TN -9%
TX 8%
UT -15%
VA -13%
VT -20%
WA -9%
WI -9%
WV -8%
WY -15%
AVG -6%


July Revenue

State % Change in Revenue
AK -15%
AL -2%
AR 25%
AZ -17%
CA -4%
CO -3%
CT 35%
DE 21%
FL -6%
GA 4%
HI 44%
IA 3%
ID -16%
IL 0%
IN -12%
KS -25%
KY -7%
LA 53%
MA 12%
MD -6%
ME 3%
MI 6%
MN -20%
MO -34%
MS 19%
MT -9%
NC 2%
NE 2%
NH -38%
NJ -23%
NM -13%
ND
NV 21%
NY -10%
OH -21%
OK 13%
OR -10%
PA 5%
RI -54%
SC 17%
SD -13%
TN -17%
TX 0%
UT -15%
VA -18%
VT -26%
WA -7%
WI 0%
WV 0%
WY -2%
AVG -3%

Industry News
Category:
Six Essential Elements of a Cleaning Business Website

Your website is one of your most valuable sales tools. What do most people do when they need to find someone to complete a service for them, such as cleaning? They’ll Google it! Hopefully, you’re ranked high for relevant search terms in your area and it’s easy for potential new customers to land on your website. This is where it becomes essential to have certain elements in place on your website to drive those sales. The information you present needs to be clear and should provide your potential customers with the ability to make an informed decision that ultimately results in them choosing you. With that in mind, here are some must-have website features for your cleaning business:

1. Call To Action

For most cleaning pros, this will likely be a button or a link that takes a customer to a contact form, scheduling screen, or contact number/email. Whatever form this call to action takes, it should direct customers directly to you in as few clicks and steps as possible. Your goal with the call to action is not just getting new customers scheduled, but also gathering potential new customer’s information so you can market to them. A good call to action is clear regarding which action you want the customer to take, such as buttons that say “Contact Us Now” or “Schedule a Cleaning Today”. These call to action elements should be consistent in their design (color, fonts, size, etc.) and placed in key areas of your website (near the top, after any major sections, and definitely at least once on every page).

2. Customer Testimonials

While Google and Facebook do a great job of showing reviews to potential customers, your website should also feature varying customer reviews. By letting your past customers speak to the professionalism and quality of your service, your credibility is strengthened. Testimonials can be featured in multiple areas, such as on various sections of your website between major blocks of content, on a page dedicated to housing all of your reviews, or even through a pop-up widget such as the free Engage tool by NiceJob.

3. About Us/Meet the Team

One website feature that is often overlooked is a page that highlights you and your employees. This is a super simple page since all you really need is a picture of each employee with a short bio about them. That’s it! You can include more, such as a brief overview of your company story, but the key here is to just show potential costumers the faces of who will be doing work for them. Being funny/witty with the employee bios is a great way to stand out to potential customers as well!

4. Service-Specific Landing Pages

This mostly applies to companies that offer more than one service, but it’s a good thing to think about for any business, regardless of your scope of work. Say you’re an exterior cleaner who offers soft washing, window cleaning, and roof/gutter cleaning. In most cases, a potential customer will be searching for one of the services you offer, not just general exterior cleaning. A great way to boost your ranking for your relevant search terms is to have a specific landing page for each service you offer. The end result is that when a potential customer searches “window cleaners in [insert city]” on Google, you have a higher likelihood of showing up for that specific service. While your main page should highlight everything that you do, it will definitely help you to have specific pages that go into more detail on each service you offer.

5. Contact Information

While this may be similar to the call to action element for you, it’s worth revisiting. Having clear and easy-to-find contact information on your website is ESSENTIAL. People need to be able to know how to contact you as soon as they are on your site, and on any page after that. Put your phone number, email, and in some cases your physical address, in the footer of your site, on a “Contact” page, and within any sort of call to action. Many cleaning businesses even put their phone number in the header of their website so it’s clearly visible at all times on any page of your website.

6. Mobile-Friendly

The vast majority of website building is done on a desktop computer. Because of that, it’s easier than you’d think to forget about what your site looks like on a mobile device. A lot of recent data suggests that about half of all internet traffic is from a mobile device. So, it’s safe to assume that about half of your website visitors will be on their phones. This is why it is so, so, so important to have your website optimized for mobile. If you do your web design yourself, make sure the platform you’re using has a good way to design specifically for mobile. If you hire it out, make sure that whoever you hired is spending just as much time on the mobile version of your site as they are on the normal desktop version. 

In Conclusion

Again, your website is one of your most valuable sales tools. Give it the proper time, attention, and money to make sure it stands out from among the competition. Your potential customers will get a good sense of who you are as a business from your website alone, and it’s so important that you leave them with a good impression! We’re confident that if you include these six elements on your website, you will be set for success.


Marketing
Category:
CLEANING INDUSTRY RECOVERING: New Report Shows Growth

Subscribe to the ServiceMonster newsletter to stay up-to-date with our monthly COVID-19 cleaning industry reports:

The cleaning industry is coming back! Our newest report for the month of June shows overall minimal decreases in number of jobs and total revenue nationwide. After a rough March, an even worse April, and a slightly better May, our June industry numbers are encouraging to see.

Our data shows only a 7% decrease in total number of jobs nationwide in the month of June (compared to June of 2019). Comparatively, March saw a 22% decrease, April saw a 46% decrease, and May saw a 31% decrease.

Our data also shows only a 9% decrease in total revenue nationwide for the month of June (compared to June of 2019). April and May saw a 39% decrease and 28% decrease respectively.

June Breakdown: Jobs

State-by-state breakdown of percentage change in total number of jobs between June 2019 and June 2020.

After a rough few months, June showed marked improvement in total number of jobs. Sixteen states saw positive growth.

The states that showed the largest INCREASE in number of jobs from June 2019 to June 2020:
  • Cleaning businesses in Minnesota had 35% MORE jobs in June 2020
  • Cleaning businesses in Idaho had 17% MORE jobs in June 2020
  • Cleaning businesses in Kentucky and New York each had 15% MORE jobs in June 2020
The states that showed the largest DECREASE in number of jobs from June 2019 to June 2020:
  • Cleaning businesses in Rhode Island had 51% fewer jobs in June 2020
  • Cleaning businesses in Kansas and Indiana each had 50% fewer jobs in June 2020


Overall, the nationwide average shows a 7% decrease in number of jobs.

June Breakdown: Revenue

State-by-state breakdown of percentage change in total revenue between June 2019 and June 2020.


Following in line with the improvements seen in the jobs report, total revenue numbers for the month of June are much better than previous months. Eighteen states saw positive growth.

The states that showed the largest INCREASE in total revenue between June 2019 and June 2020:
  • Cleaning businesses in Arkansas had 32% HIGHER revenue in June 2020
  • Cleaning businesses in Minnesota had 29% HIGHER revenue in June 2020
The states that showed the largest DECREASE in total revenue between June 2019 to June 2020:
  • Cleaning businesses in Arizona had 57% lower revenue in June 2020
  • Cleaning businesses in Maine had 51% lower revenue in June 2020


Overall, the nationwide average shows a 9% decrease in total revenue.

The Data

Clients who use ServiceMonster process over 1.25 million cleaning jobs a year. Our clients largely include carpet cleaners, pressure washers, window cleaners and maid service companies. We compared the total number of jobs and total revenue in June 2019 to June 2020 with a constant cohort for both data points.

The Complete State-By-State Data:

June Jobs

State % Change in Jobs
AK 1%
AL -10%
AR 12%
AZ -16%
CA -13%
CO -4%
CT 6%
DE 14%
FL -6%
GA 7%
HI -15%
IA -5%
ID 17%
IL -17%
IN -50%
KS -50%
KY 15%
LA -17%
MA -15%
MD -4%
ME -16%
MI 0%
MN 35%
MO 11%
MS -18%
MT -1%
NC -23%
NE -4%
NH -10%
NJ -27%
NM -12%
ND -12%
NV -5%
NY 15%
OH -7%
OK 2%
OR 6%
PA 5%
RI -51%
SC -4%
SD -5%
TN -4%
TX 3%
UT -6%
VA -23%
VT -24%
WA 4%
WI -5%
WV 0%
WY -2%
AVG -7%


June Revenue

State % Change in Revenue
AK -23%
AL -40%
AR 32%
AZ -57%
CA 3%
CO -11%
CT -18%
DE -34%
FL -13%
GA -2%
HI 0%
IA 10%
ID 16%
IL 9%
IN -24%
KS -40%
KY 8%
LA -31%
MA -5%
MD 13%
ME -51%
MI 9%
MN 29%
MO 3%
MS -18%
MT -18%
NC -9%
NE -7%
NH -48%
NJ -31%
NM 9%
ND 17%
NV 2%
NY 18%
OH -1%
OK -35%
OR -13%
PA 16%
RI -43%
SC -17%
SD -10%
TN 2%
TX -1%
UT -5%
VA -34%
VT -19%
WA 4%
WI -1%
WV 2%
WY -2%
AVG -9%

Industry News
Category: