Most of us have seen those super satisfying cleaning videos that are all over Instagram, Facebook, and TikTok. Whether it's a pressure washer showing us how clean a sidewalk really can be, or a carpet cleaner totally transforming a living room so it looks new again, we love seeing the results of a good cleaning. But where does that filth go? And HOW dirty were those carpets actually? We wanted to find out, so we went straight to the source: Carpet cleaning professionals.
To make things a little more fun, we decided to run a contest called "Grossology", with the winner receiving a PP5000 Pet Urine Detection Light Kit from Army Chemical. The requirements for entering the contest were simple: Show us the absolute grossest carpet cleaning wastewater from one of your jobs. After two weeks of receiving submissions, and a round of voting by the staff here at ServiceMonster, we have a winner.
Congratulations to Pure Dry Carpet Care for submitting the grossest video! There's not much to say about the video besides... it's really, really gross. Check it out here:
If you can make it through that one, we chose 2 runner-ups who we felt deserved recognition for their submissions.
The first runner-up is Cascade Cleaning Services, with this video showing wastewater being drained into a toilet. Yep, pretty nasty. Check out the video here:
Our second runner-up in the Grossology contest is Christopher's Chem-Dry. In the caption, they explain that these particular carpets were soaked in pet urine. Watch their submission here:
It's eye-opening to see how truly dirty many carpets are. The great thing about these types of videos is that they show exactly how important and necessary it is to get your carpets cleaned. To all carpet cleaners reading this: Record this type of content. Show your customers. Use it for marketing. The before-and-after photos and videos are great, but supplement those with a picture or video showing just how filthy the carpets were. The vast majority of people aren't aware of how desperately their carpets need to be cleaned. So, show them!
Thank you to all of the carpet cleaners who submitted videos for the Grossology contest. We appreciate each and every one of you for taking the time to show us the grossness that you see every day! If you haven't tried out ServiceMonster, you can learn more and sign up for a free trial here. We'd love to help you reach your business goals for 2020.
Until next time!
Did you know that it costs on average over 5 times more to attract new customers than it does to keep your current ones? How about the fact that selling to existing customers is drastically more successful than selling to new customers (60-70% success rate for existing customers vs. 5-20% success rate for new customers)?
Successful businesses understand that their most profitable customers are their current client base. Your business has already spent good money to convince your customers to use your cleaning services. If you’re not taking full advantage of the hard work you have done by selling and servicing your clients, then you’re missing out on some very real profits. Research shows that by increasing your client retention (the number of customers that use your services again) by 5%, you can increase your profits by 25% to 95%.
Again... this is crucial for the long-term success of your business. To illustrate this point, a carpet cleaning company conducted a survey at a home trade show and asked home owners to recall the name of the last carpet cleaning company they used. Less than 1% of those who stated they were satisfied with their cleaning could recall the company name. If your customers can’t remember your name, how are they going to get ahold of you when they need additional cleaning? There are many ways you can help to ensure that your customers will call you again next time, instead of calling your competition.
Reminders serve two very important purposes. First, they let the customer know that you are a professional, detailed-oriented company. Second, it reminds them that they need to be serviced again (by YOU). You can send reminder postcards, letters, emails or whatever else you want, but always try to add that personal touch by customizing it (use their name, last service date, pet's name, etc.).
2. Additional Service Marketing
If you offer more than one type of service, it’s a great idea to market to customers who have already used one of your other offerings. For instance, if a customer has you clean their carpets, send them some sort of marketing communication (letter, card, email, etc.) offering your tile and grout services 2 or 3 months after the job. This serves a dual purpose: It will help keep your name in front of them, and it also keeps them from going to another company simply because they were unaware of your tile cleaning service.
Send newsletters quarterly, or even monthly. This will keep your name and phone number in front of them all year. Be sure to add some sort of content that offers them something of interest. Make them want to read it, or at the very least just notice it. Newsletters also serve as a great way to connect with your local community.
Calendars, magnets, pens and emergency contact lists are great trinkets you can leave behind to help them remember you and keep your phone number easy to find.
5. Social Media Engagement
This is a huge one in the digital age: Encourage your customers to interact with you on social media. Now, the vast majority of adults use social media on a daily basis (check out some statistics here). As a business owner who is active on social media, this is an incredible opportunity for you to stay engaged with those past customers. Even just posting regularly will ensure that they see your name and your content on a far more regular basis than ever before.
None of these marketing strategies are secrets. In fact, you’ve probably identified the ones you promised yourself to do and have not completed. The education of WHAT to do is only half of the battle. You actually have to DO IT for it to be effective. Very few of us wants to come home after a hard day of work and sift through last year's invoices, compile a list of clients to market to, and create customized letters, post cards, or emails for each one of them.
The good news is that you don’t have to.
One of ServiceMonster's greatest strengths, our automated marketing features, gives you the ability to perform most of these tasks effortlessly. By creating marketing campaigns with ServiceMonster, you can generate letters, labels, calls, and emails which are targeted and customized. With a few clicks, you're off and running, your marketing is done, and you can spend more time with your newly found profits (and of course, your family).
If you haven't tried ServiceMonster, you can get started with a free 14-day trial here.
Numerous tweaks and fixes to Subscription Manager (5789, 5791, 5796, 5842, 6498)
Added vertical scroll bars to Orders and Marketing Dashboards when narrow (6198)
Fixed an error when completing an activity on the schedule via the right-click context menu (6396)
Restored the Audit button for Professional and Enterprise accounts (6478)
Fixed an error creating a new activity from the Panel View (6410)
Fixed an error with Route Packets not starting at the correct time by default (6475)
Fixed an issue where some pop-up windows populated partially off-screen (6497)
Fixed an error where social media tags where not displaying correctly when sent as part of a Job Reminder email. (6513)
Fixed an error when clicking the Download Card Template button on the FMS Campaign page (6530)
Added the Laborer security role (6197, 6391, 6022)
Fixed an issue with the FillMySchedule Approval Wizardshowing incorrect images (6270)
Fixed an issue with the wrong region being saved for someusers when connecting to QuickBooks Online (6429)
Fixed an issue with the default status for a Note-typeactivity (5232)
Fixed an issue with Custom Fields in Settings (5874)
Removed old branding from Setup Wizard (6045)
Fixed a couple of browser page labels (6132)
Fixed an issue where some users’ customer terms and taxrates were changed to blank (6157)
Fixed an error clicking an in-progress FillMySchedule order(6194)
Fixed an error dragging and dropping anOpportunity card back into the same column in Kanban view (6227)
Removed link to old support site (6368)
Fixed an error when sending or previewing andemail from the Order Details page (6425)
Fixed an error clicking the Templates card inSettings (6435)
Added a warning message when user is locked outof account due to too many failed logins (6035)
Fixed an issue where having only letters and/orsymbols in an account’s phone field prevented emailing of attached orders orbilling statements (5365)
Billing statements now show up as an attachment on theassociated email activity (4540)
Various fixes for Core-level subscription accounts (6397,6399, 6400, 6401, 6413, 5904, 6347, 6433, 6432)
Various fixes in the Subscription Manager (5732, 5771, 5783,5798, 5799, 5820, 6301, 6337)
Various fixes in Inventory feature (5339, 5856, 5860, 5861,5926, 6051, 6092, 6189)
Various fixes in the Completion Wizard (6086, 6440, 6441,5944, 6148, 6159, 6324, 6417)
Various fixes for the Quick Add feature (6325, 6328, 6419)
Fixed several errors creating and managing Employees inSettings (5945, 5947, 6120)
Fixed issues downloading images attached to orders (6264,6269)
Various fixes to the Schedule (6031, 6076, 6167, 6171)
Various fixes to grids (6112, 6206, 6238)
Various fixes to Activities Panel view (5718, 5957, 6239)
Various back-end fixes (5949, 5953, 6125, 6232, 6240, 6327)
Fixed several issues with the Account Details page (5616,6039, 6403)
Fixed an error with running a marketing campaignwith a cost applied (6226)
Added social media links and custom links for emails andmarketing documents (5980, 5981, 5985, 6172, 6173, 6175, 6176, 6179, 6180,6210, 6279, 6280, 6281, 6282, 6284, 6424)
Added two new data tags (SITE_JOB_TITLE &SITE_ADDRESS_COMBINED) for printed orders (5908, 6254)
For years, keeping track of leads has been a mostly, or completely, manual process. Writing down someone's information in your notebook. Typing it into your phone or computer. Gathering leads from a social media site or other source and writing them down. All of these methods take time out of your day and can be quite inconvenient when you're on a job. Not to mention, it's much more likely for leads to be lost or misplaced.
How can this lead capture process be simplified?
It's simple, actually. AUTOMATION.
The first step to automating lead capture is to have an easy way for prospective customers to fill out their information and have it sent directly to you. This can be done in many ways, but we will primarily focus on two methods. First up are webforms, which are forms embedded on your website that people can fill out and have their info sent to you. Second, we'll discuss how Zapier can help automate your entire lead capture process from pretty much ANY source.
But then what? Where does that data go?
It should go to a CRM. If you aren't already using a CRM software (Customer Relationship Management), you're missing out big time. Using a solid CRM to manage your customers, among many other tasks, is crucial for any size business. If you're a large, multi-truck operation, you need a CRM for your office staff so they can handle the hundreds of requests and jobs per day. If it's just you on the truck out by yourself, then you need a quick, easy, and reliable system to keep track of your customers, schedule jobs, and get paid in the field. You can't afford to be wasting time manually entering information when it could be handled all automatically.
Now, back to the automation piece! When your lead capturing is automated, that webform will automatically dump the customer/job information into your CRM. Your CRM then will process the lead and you will get some sort of notification or email about it (if you want). Then, your CRM will store the information to be used later on for retargeting, marketing, and even automated follow-up (depending on which CRM you use). Everything is done behind-the-scenes with no involvement from you. How cool is that?!
The key to all of this is using the right CRM with the right functionality. This is where ServiceMonster comes into the picture.
ServiceMonster now has the most complete automated lead capturing system possible. As a user, you have multiple options. The first and most direct option is to use ServiceMonster webforms, which are pre-built, automatically-generated forms for each and every unique ServiceMonster account. All you have to do is paste some code into your website and you're good to go! When a customer on your website fills out the form, all of the info will instantly be transferred into ServiceMonster. If they scheduled a job, it'll show up on your schedule. If they just want more information or want a quote, it'll show up as a lead. All of this is happening while you're out working, with no involvement from you.
The second option is very similar. As a ServiceMonster user, you can also paste the code for a "book now" button on your website. This button has the same functionality as the previously mentioned webform, except when a customer clicks on the button they are taken to a separate page with that same form. Again, all of this is going on behind-the-scenes and takes very minimal set-up on your part.
The first two options are by far the easiest and most reliable options to use since they are ServiceMonster-specific. However, we now have full integration with an awesome service called Zapier. With ServiceMonster/Zapier integration, you can now use ANY webform technology (as long as it can connect to Zapier, which most do), and have that info sent right to ServiceMonster. Zapier also is used by a lot of service companies to capture Facebook leads and leads from any other non-website source. With Zapier, the options for lead capture are pretty much endless, and now with direct ServiceMonster integration, you can fully automate your lead capture from any source. Now THAT'S cool!
So, what does all of this mean for you, the hard-working service business owner?
It means that your leads will be handled faster. Less of them will fall through the cracks. You'll have more time to focus on actual business work, while your lead capturing is always running in the background. Overall, the likelihood of a lead being converted into a job will increase, which means you'll get paid more and your business will grow.
There's also one other reason why automating your lead capture is so crucial: The all-important email list. As you gather leads, you're gathering people's information. For marketing purposes, this is AWESOME! You can now add email addresses to your marketing drip campaigns (another super helpful feature in ServiceMonster), and even add the customer information into Facebook for targeted advertising. Just because someone doesn't use your services right away, doesn't mean that lead is dead. Far from it, actually. The more people contact you and fill out a webform, the more people you can specifically market your services to. And THAT is worth it all right there!
So if you aren't using a CRM, you should be. And if you aren't automating your lead capture, then start automating it! ServiceMonster can do all of this for you, and so much more.
To set up Zapier for use with your ServiceMonster account, click here.