Personalized Clerical Support for Your Business: 3 Open Spots for Super Agents!

Super Agents logo.

Specialized ServiceMonster staff who provide
personalized clerical support for your business.

It’s time to start preparing for the slow season.

We currently have three open spots… act fast!

Request More Information Here


How does it work?

Super Agents are ServiceMonster-trained, knowledgeable about carpet cleaning, committed to learning the intricacies of your company, and always up-to-date on the weather and major events in your area. Our Agent’s goal is to provide you with peace of mind so you can focus on what really matters: cleaning carpets!

How do Super Agents help?

Super Agents can…
Answer your businesses’ incoming calls Monday – Saturday
Book your jobs and quote your prices to prospects and customers
Make outbound calls, including job reminder call, job satisfaction calls, and more
Maintain your schedule in ServiceMonster
Send out email confirmations, thank you’s, and more
Assist with email template creation and maintenance
Represent your company professionally and provide excellent customer service
Ensure your ServiceMonster account stays tidy and well-organized

Leads

As part of your Super Agents subscription, you will have access to ServiceMonster WebForms for free (a $25/month savings!). The leads entered will be visible in your account. If you’re interested in using WebForms on your businesses’ website, contact Support for assistance.

Customization

You have the option of customizing various settings related to your incoming calls, including personalizing your voicemail, hold music, and more.

Billing and Reporting

Billing is invoiced on a monthly basis, and the billing date is adjustable. The base Super Agents subscription costs $1,000 a month, and includes up to two routes. For ServiceMonster accounts with more than two routes, pricing starts at $2,500 a month. At the end of every month, we will provide you with a summarized report of what we were able to accomplish for you.


There are only three spots currently available, so all applicants will be reviewed to ensure that they are a good fit.

If you’s like to learn more, or if you’re ready to sign up for Super Agents, please click on the link below. Once you will out the short form, a Super Agents representative will be in touch!


Rave Reviews

“Our bottom line was $53,340.35 greater in 2016 when we started using Super Agents versus when we didn’t use them in 2015. That shows me that they’re doing an excellent job for us and our clients!”
The Specialists

“I was very pleased with Super Agent’s high booking rate (67%) on their first day. During that one day, I received a 133% ROI for the entire month investment with Super Agents.”
Healthy Choice

“They are awesome.”
The Steamery

Request More Information Here

super_agents_001

Specialized ServiceMonster staff who provide personalized clerical support for your business. It’s time to start preparing for the slow season. We currently have three open spots… act fast! Request More Information Here How does it work? Super Agents are ServiceMonster-trained, knowledgeable about carpet cleaning, committed to learning the intricacies of your company, and always up-to-date […]

Super Agents: Comprehensive Office Support for Your Business

Super Agents logo.

Specialized ServiceMonster staff who provide
personalized clerical support for your business.


How does it work?

Super Agents are ServiceMonster-trained, knowledgeable about carpet cleaning, committed to learning the intricacies of your company, and always up-to-date on the weather and major events in your area. Our Agents’ goal is to provide you with peace of mind so you can focus on what really matters: cleaning carpets!

How do Super Agents help?

Super Agents can…
Answer your businesses’ incoming calls Monday – Saturday
Book your jobs and quote your prices to prospects and customers
Make outbound calls, including job reminder calls, job satisfaction calls, and more
Maintain your schedule in ServiceMonster
Send out email confirmations, thank you’s, and more
Assist with email template creation and maintenance
Represent your company professionally and provide excellent customer service
Ensure your ServiceMonster account stays tidy and well-organized

Request More Information Here


Leads

As part of your Super Agents subscription, you will have access to ServiceMonster WebForms for free (a $25/month savings!). The leads entered will be visible in your account. If you’re interested in using WebForms on your businesses’ website, contact Support for assistance.

Customization

You have the option of customizing various settings related to your incoming calls, including personalizing your voicemail, hold music, and more.

Billing and Reporting

Billing is invoiced on a monthly basis, and the billing date is adjustable. The base Super Agents subscription costs $1,000 a month, and includes up to two routes. For ServiceMonster accounts with more than two routes, pricing starts at $2,500 a month. At the end of every month, we will provide you with a summarized report of what we were able to accomplish for you.


There is very limited availability, so all applicants will be reviewed to ensure that they are a good fit.

If you’d like to learn more, or if you’re ready to sign up for Super Agents, please click on the link below. Once you fill out the short form, a Super Agents representative will be in touch!

Request More Information Here


Rave Reviews

“Our bottom line was $53,340.35 greater in 2016 when we started using Super Agents versus when we didn’t use them in 2015. That shows me that they’re doing an excellent job for us and our clients!”
The Specialists

“I was very pleased with Super Agent’s high booking rate (67%) on their first day. During that one day, I received a 133% ROI for the entire month investment with Super Agents.”
Healthy Choice

“They are awesome.”
The Steamery

Request More Information Here

super_agents_001

Specialized ServiceMonster staff who provide personalized clerical support for your business. How does it work? Super Agents are ServiceMonster-trained, knowledgeable about carpet cleaning, committed to learning the intricacies of your company, and always up-to-date on the weather and major events in your area. Our Agents’ goal is to provide you with peace of mind so […]

Success Through Social Media

By choosing ServiceMonster, you’re giving your business a big leg up on the competition. Now that you’ve gotten serious about the business side of your company (congratulations!), it’s time to talk marketing. This post is meant to inform you on how we can help your business in a way you might not have thought that a software company could: increasing and improving your online presence through marketing!

ServiceMonster is active on many different social media channels. We post relevant content that you care about and that you can share with you customers, including industry news to keep you informed, shareable industry-related memes that resonate with your followers, inspirational quotes to motivate your day, humorous cleaning cartoons, and marketing tips and articles.

In addition to original content, our newsletter has reoccurring features, such as the before and after segment which shows before and after photos from cleaning jobs completed by companies just like yours (in fact, we might even spotlight you at some point!). Our goal is to make the newsletter both relevant and entertaining for you, by regularly discussing things that make your day easier and that help your business become more successful! These things include notification of ServiceMonster updates, social media and marketing tips, stories from fellow cleaners, and more! If you’d like to sign up for our newsletter, please visit www.servicemonster.net/blog.

Our ServiceMonster User Group (SMUG) on Facebook is extremely active and is a great place for you to make your voice heard. Talk with other users about ideas, offer advice and suggestions, discuss ‘hacks’ you’ve developed, and more! Sometimes ServiceMonster co-founder and CEO Joe Kowalski even drops in. Please keep in mind: The group is private and invite-only. Once you’ve hit your Success Date (90 days) with ServiceMonster, we’ll send you over an invite and you can get to chatting in SMUG!

In addition, we send out a newsletter to our subscribers each week:

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Here is an example of things that are regularly posted in the ServiceMonster User Group:

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Memes are something that are universally loved on social media. People log in to Facebook to be entertained, not to be marketed to! Your followers connect with humor, and being light-hearted under the right circumstances makes your business more relatable. However, memes can be time-consuming to make… so we make them for you! The memes we post on our social networks are shareable, cleaning-relevant, and can be used on any of your social media profiles: Facebook, Pinterest, Twitter, you name it. Here are a few we’ve developed:

page-c-memes

Take a few moments to explore our social media channels. Learn new skills, discover tools to help your business become more profitable, network with fellow cleaners in the industry who have been there, and more! We think that you’ll see value in our online communities.

Visit www.servicemonster.net to connect with us on social media!

Above all else, understand your main marketing goal: You want more customers, and you want your existing customers to stay. To attract more customers effectively and maintain repeat customers, you need to keep your brand under people’s noses (which is why we see such great success rates with our FillMySchedule program! Learn more at www.servicemonster.net/fillmyschedule).

Marketing isn’t a sprint, it’s a journey… and ServiceMonster is here to help you along the way.

As a business owner, you probably find yourself asking questions like. What are the most effective channels for me to advertise my services on? What’s currently going on in the industry that will impact the way I market my services? How can I optimize my online presence to bring in as many leads as possible? On our blog you’ll find lots of content that addresses these questions, as well as many other topics that are relevant to you and your business. We’ve included a few articles in this packet, in fact, to get you off and running! Read on to learn all about…

Why You Should NEVER Use a Personal Facebook Profile for Your Business

At ServiceMonster, we use Facebook regularly to connect with our clients and other people in the cleaning industry. Something we have seen repeatedly is that many cleaning business owners choose to use a personal profile for their business, rather than setting up a Facebook Page (which is specifically geared towards businesses). Whether you’re doing this because you didn’t know the difference, or you’re doing it intentionally to try and reach more people, you should stop immediately! Here are a few reasons why:

1) Using a personal profile for a business is a violation of the Facebook Terms of Service, and you could potentially lose your account (and all your contacts) if Facebook discovers what you’re doing.

2) A profile requires customers to request to be your friend if they want to stay updated on your posts. With a Facebook Page, they would simply “like” your Page. The difference between the two options is the customer’s privacy: when the customer becomes friends with you, all of their personal information is exposed. This fact might deter people from requesting to be your friend, even if they want updates from your business.

3) Using a profile means that you can’t create ads on Facebook. Ads allow you with to display your content to the exact audience you’d like. With a profile, you’re missing out on this lucrative advertising tool.

4) There is no way to know for sure how your profile is performing. You can’t measure engagement, trends over time, or statistics of your fan base like age, sex, or location with a profile. Facebook Insights is only available for Pages.

5) A page allows you to schedule posts in advance (a handy feature when you go on vacation or know you won’t have internet access for a period of time), along with more freedom in customizing the Page to suit your business.

These are just a few of the many reasons why you should ditch your business’ Facebook profile in favor of a Page. So… are you ready?!

How to convert your profile to a Page
If you’ve been using your profile for a while and would like to carry over details from your profile to your Page, you can do so using the migration tool on Facebook.com. Your profile picture and cover photo will be transferred to your new Page, and you’ll be able to convert friends of the profile to fans of the Page, as well as transfer over all the photos you’ve posted. This can be a big time-saver, especially if you have a lot of content on your profile. To create a Page based on your existing profile, visit www.facebook.com/pages/create/migrate and follow the prompts.

How to set up a Facebook Page from scratch
To create a brand new, clean-slate Page, log into your personal account and click on the blue arrow at the top right of your screen. Click on the link that says “Create Page,” and Facebook will guide you through the process of filling out your Page’s details. It’s a good idea to include as much information as you can, and to fill every field that is relevant. Be sure to include a company statement, cover photo, and link to your website. The more thorough your business Page is, the more likely people will be to “like” it, and the more it can help with your overall search engine optimization strategy. When your Page is complete, it’s time to invite your friends and start posting!

What to post on your Facebook Page
If your company offers cleaning services, one of the best ways to showcase your work is with before and after photos. You can also check ServiceMonster’s Facebook Page for things to share. We are always adding great content related to keeping a clean, healthy home! The main thing to remember is to post on a consistent basis, and to use Facebook primarily for sharing, not posting advertisements and specials over and over.

We hope that this information helps you feel more confident moving your business’ Facebook presence from a profile to a Page. We know you’ll be glad you did!

5 Essential Elements of a Cleaning Business Website

Someone decides that they need to hire a pro to handle their cleaning. What’s the first thing they do?

In today’s world, the majority of people will likely search the web for cleaners in their area, whether on their smartphone or on their computer. It’s important that when they land on your website, they are greeted with all the information they need to make an informed decision, and that the information ultimately convinces them to do business with you. With that in mind, here are some must-have website features for cleaning businesses.

1 – PRICING PAGE
Cost is generally a large deciding factor for shoppers. If they visit your website and can’t find any pricing information, they might move on to the next candidate. By not listing prices on the website, you’re forcing the prospect to take another step – contacting you – which many might not have the time, patience, or desire to do. Including prices also works as an effective tool to weed out shoppers who are simply looking for a bargain. These people aren’t your ideal customers: they want to pay as little as possible for a passable clean, and they have a high likelihood of using your services one time (as opposed to a repeat customer who is willing to pay for quality). Make it easy on your potential buyers, and attract the right clientele: arm them with your pricing information upfront.

2 – ABOUT US
Consumers love a story. Even if it isn’t thrilling to you anymore, most potential buyers on your website will be interested to learn about how your company came to be. You can use an “about us” page to talk about your company mantras or philosophy, and any interesting facts about you, your employees, and/or your company. You can talk about where you’re based, the history behind how your company came to be, and what led up to it. It’s also a good space to mention your social media profiles. Just ensure that the page is kept fairly short – you’ll lose the reader’s attention if you ramble on and on about your entire resume.

3 – CALL TO ACTION
What would you like the client to do on your page? Most likely, your ultimate goal for them is to contact you to schedule a service. It’s important to make that clear on your website! To do that, include images and/or text prominently that encourage people to “Contact Us Now!” or “Schedule a Cleaning Today!” Place them in the upper portion of the webpage, and ensure that they are distinctive by use of color, fonts, etc.

4 – CREDIBILITY
What makes a client take a gamble on trying out the services of a new company? A professional-looking website that has proof of good work is important to the client. Listing your certifications – even if the client doesn’t readily recognize them – will enhance your credibility. It shows that you take pride in your work, that you have a desire to stay up-to-date and provide the best service you can to your customers. “Social proof,” as it relates to marketing, is the concept of reassuring the customer by proving to them that others have used your service and have had a great experience. Time and time again it has been shown that online reviews play a huge role in consumer decision making. In fact, according to the website Search Engine Land, 88% of consumers trust online reviews as much as personal recommendations(1). Therefore, it’s extremely important that your website includes links to your pages on review sites like Yelp and Angie’s List.

5 – CONTACT INFORMATION
You could have the best website in history, but if you don’t have a straightforward place for clients to find your contact information, no sales are going to occur. That’s why it’s so important to have a dedicated page with your contact information – phone number(s), email address(es), a contact form, etc. It’s also a good idea to include contact information in the static header or footer to make it easy for visitors to contact you at any stage of their journey through your site.

In Conclusion…
A company’s website is a valuable sales tool. It’s an opportunity to educate the consumer about your company and the services that you offer and give them a general sense of your business – and it’s important that that general sense is positive! By including these five simple elements on your webpage, your business will be set for success.

State-by-State Cleaning Industry Statistics: Average Growth Rate for 2014-2015

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State Percent Revenue Growth in 2015

AK -2.61% IN -6.02% NC 11.68% RI 57.66%
AL -9.07% KS 4.58% ND -48.08% SC 12.36%
AR 26.43% KY 11.71% NE 9.37% SD -26.10%
AZ 12.35% LA 9.60% NH 5.64% TN 20.33%
CA 9.86% MA -8.07% NJ 17.36% TX 7.33%
CO 23.83% MD 49.77% NM 17.64% UT 2.30%
CT -4.18% ME 76.20% NV 13.84% VA 11.80%
FL 15.24% MI 14.96% NY 18.13% VT 1.84%
GA 6.14% MN 63.36% OH 5.37% WA 0.91%
IA 37.86% MO 1.95% OK 6.54% WI 18.34%
ID 62.13% MS -0.77% OR 46.54%
IL 5.36% MT 11.5% PA -1.08%

How is this data calculated?
These statistics are based on the growth rate of individual businesses, which were then averaged by state. We only used data from customers who were with us for all of 2014 and all of 2015, which enabled us to accurately calculate the total average growth in 2015.

How big was the sample size?
While we can’t disclose the exact number of businesses who use ServiceMonster, we CAN tell you that our users collectively earned more than $280,000,000… just in 2014.

* If you don’t see your state in the list, that means we didn’t have enough data from that area to accurately calculate the average growth rate from 2014 to 2015.

The Science Behind Your Real Repeat Rate

The Correct Calculation
A fair number of our clients calculate their repeat rate incorrectly. Part of our training process includes an in-depth look at your marketing efforts. One of the items we focus on is your repeat rate. Here is how ServiceMonster does it: Take the number of customers 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 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 main problem here is the length of time sampled. The rate can vary widely depending on how successful or unsuccessful your prospecting efforts are. Additionally, the two-year timeline represents your true number of active clients. ServiceMonster research shows that getting a client to return after two years (specifically when they used carpet cleaning services) is more expensive than obtaining a new client.

Why You Care
There are only 3 ways to increase your revenue:

1. Increase your prices
2. Offer more products and services
3. Service more customers

For most companies, servicing more customers is the quickest and least risky way to increase revenue. The most successful cleaners have several things in common. In terms of financial stability, ServiceMonster shows us customer retention is the most important aspect of your business. If your repeat rate is under 50%, you’re losing more customers than you’re keeping, and need to make up the loss through additional new sales.

Take this example: Let’s say both Company A and Company B start a cleaning company. 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%.

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.

Repeat Rate Based on Direct Mail:

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 our 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.

In addition to the increase in base revenue, you’ll also reduce your expenses. Keeping your name in front of your client is far less expensive than trying to get a new customer, and your cross sale potential increases radically if your current clients are aware of ALL the products and services you offer.

How to increase your repeat business
First, it’s time for a change. Rest assured, you will produce the same results if you make the same mistakes. There are many ways to do a better job of staying in front of your customers. Here are the common numbers we see every day.

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.

If you fall into the first two ranges, you seriously need to reevaluate what you’re doing for your current clients. If you’re in the 30% – 50% range, doing just a little better will have significant results. Sending targeted direct mail pieces on an ongoing basis will improve your repeat rate rapidly. A simple card stating “Dear [First Name], it’s been 9 months since your last cleaning” is all it takes.

The hard part is actually doing it. Gathering the list of clients you serviced between 9 and 10 months ago, performing a mail merge to personalize the messages, and printing on the media are just a few of the problems you need to overcome. Then there’s the stuffing, sealing, stamping, and delivery to the post office.

ServiceMonster can help you with this in two ways. The marketing engine will make list gathering and mail merge simple. Then you can print and mail your reminders with a few clicks. Most of our clients use FillMySchedule and completely automate the process. We can gather the list, print, stuff, stamp, seal, and deliver your cards directly to the post office. Your thank you cards and reminder cards will never be late again. Remember: Consistent campaigns for consistent results. Our customers are averaging an 8 to 1 return with the campaigns we automate for them.

One simple way ServiceMonster can increase your repeat rate with just a few clicks!

Want more marketing tips and tricks? Visit the ServiceMonster blog at servicemonster.net/blog!

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By choosing ServiceMonster, you’re giving your business a big leg up on the competition. Now that you’ve gotten serious about the business side of your company (congratulations!), it’s time to talk marketing. This post is meant to inform you on how we can help your business in a way you might not have thought that […]

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.

Repeat Rate Based on Direct Mail:

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 churn
We 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?

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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!

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 […]

Feature Focus: QuickBooks Online

If you’re already using QuickBooks Online, make sure you integrate it with your ServiceMonster account! Why, you ask? Because with the QuickBooks Online integration, you can export payments, invoices, and other data to QuickBooks quickly and easily. Stop worrying about entering your data in two separate places! Let’s get started.

Start off by enabling sales tax in QuickBooks. It’s important you do so before your first transfer to avoid tax errors.

If you don’t already have tax rates set up, log into your QuickBooks Online account, and select Taxes and then Sales Tax. If you have no sales tax rates set up, click Set Up Sales Tax Rates to create a new rate.

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Visit the article on our Support blog, titled “How do I enable sales tax within QuickBooks Online?” for more detailed instructions.

Once you’ve taken care of the tax portion, you’re ready to begin the integration!

First, log in to QuickBooks Online as an Admin user. Then, in a separate window or tab, log in to ServiceMonster.

In ServiceMonster, select the Orders tab, and along the left side navigator, select QuickBooks Export. In the QuickBooks Export Method Selection, choose QuickBooks Online.

Choose your region and select Connect. A pop up will appear and you’ll be prompted to log into your QuickBooks Online account.

The next pop up will appear to authorize Intuit to share data with ServiceMonster. Select Authorize.

You’re ready to go! Next you’ll want to transfer your invoices and payments to QuickBooks Online.

Begin by previewing your invoices and payments. To do so, select the Orders tab, and click QuickBooks Export in the Navigator on the left-hand side.

Click on both the Non-Posted Invoices and the Non-Posted Payments tabs to view items eligible for transfer.

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NOTE: If there are any invoices and/or payments that you feel should be eligible for transfer, but that aren’t appearing in either tab, refer to step two, number three in this article on our Support blog: http://www.servicemonster.net/support/how-do-i-transfer-invoices-and-payments-to-quickbooks-online

After reviewing your invoices and payments, create a tax item in QuickBooks Online, and then set up an export batch. Click here to learn how!

For guidance on how to export your data from QuickBooks Online, visit this link from our Support blog: http://www.servicemonster.net/support/how-do-i-export-my-data-from-quickbooks-online

Be sure to take advantage of the QuickBooks Online integration. It will save you a lot of time and hassle, streamline your workflow, and ensure your data stays clean. If you have any questions on anything discussed above, please feel free to give us a call (888-901-3300), send us an email (support@servicemonster.net), or visit our Support page (http://www.servicemonster.net/support)!

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If you’re already using QuickBooks Online, make sure you integrate it with your ServiceMonster account! Why, you ask? Because with the QuickBooks Online integration, you can export payments, invoices, and other data to QuickBooks quickly and easily. Stop worrying about entering your data in two separate places! Let’s get started. Start off by enabling sales […]

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!


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 dirtarmyleads.com, 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.

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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 […]

Why ServiceMonster is Indispensable to Unique Larry

Larry Rosenthal with Unique Upholstery, Carpet and Rug Cleaning has been a ServiceMonster customer for over 8 years. As the face of ServiceMonster, Larry has had a lot of opportunities to share his feelings about our software.

Let’s take a look back at some of the feedback Larry has offered up in regards to how he achieves success using ServiceMonster for his cleaning business.

“My business has skyrocketed,” he said. “The service is outstanding and I don’t know how anyone can grow their business without this. Anyone not using ServiceMonster should seriously reevaluate their marketing and service strategy.”

Larry uses our direct mail FillMySchedule program, and shared his thoughts on it a while back:

“Anyone who is not using the FillMySchedule reminder program from ServiceMonster is absolutely crazy. You have a client. You must constantly remind your clients that you are still around and can be their problem-solver or they will try someone different.

Do not let your clients forget you. McDonald’s and Coca-Cola constantly remind everyone that they are around because they understand human behavior. People forget: you have to be in their face constantly.

I have been using this program or years and I cannot keep up with the amount of business it brings me. Enroll in FillMySchedule before your competitors do and take your share of clients away from you!”

We were also lucky enough to steal a bit of Larry’s time at a past Experience event. Here’s him offering his thoughts on why ServiceMonster is the only choice for his business.

Thanks for all the feedback over the years, Larry!

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Larry Rosenthal with Unique Upholstery, Carpet and Rug Cleaning has been a ServiceMonster customer for over 8 years. As the face of ServiceMonster, Larry has had a lot of opportunities to share his feelings about our software. Let’s take a look back at some of the feedback Larry has offered up in regards to how […]

Feature Focus: Schedule Customization

As a business owner, it’s important that you know where everyone is (or is supposed to be) at all times – which includes your techs, your customers, and YOU! There are multiple settings in ServiceMonster that allow you to customize your schedule so that it can be an effective tool for you based on the way your business works.

Begin by logging into your ServiceMonster account, and select the Scheduling tab. Select Options, then Schedule Settings.

Let’s start with the color wheel. This feature allows you to get a visual on the distance of each of your jobs, based off your starting address (likely your office or home).

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Each color corresponds to a different zip code relative to your home base. As you set your schedule (or your techs’), match similar job colors to reduce drive time! Be sure to select a max driving range (the farthest you’re willing to drive for a job), your “home” zip code (the zip code where your vehicles will be originating from), and choose from six different color wheel options (each offering a different combination of colors). For more information on the color wheel, click here.

Next, ensure that your hours of operation are updated and accurate in the system. This way, only work hours will display on the calendar. If you’d prefer 24 hours displayed instead, you have that option as well.

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If you need to schedule rework or if you’re doing a job for a customer that will run multiple days, turn on the schedule memory feature. This will tell the system to remember the last order after scheduling a job, so you can attach multiple jobs to one order. The current order being scheduled will show up in a green box in the upper left hand corner of the screen.

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Lastly, review the view detail settings. These settings allow you to change options in both the daily and weekly schedule views. If you would like a feature to display for the scheduled job, check the box next to it.

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To see the details on the schedule, click Show Details in the Scheduling toolbar.

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By adjusting a few simple settings in ServiceMonster, you can customize your schedule so that it works simply and efficiently for your unique business!

 

* If you’d like to adjust the settings associated with any of these features, navigate to the Scheduling > Options > Schedule Settings.

color-wheel-blog

As a business owner, it’s important that you know where everyone is (or is supposed to be) at all times – which includes your techs, your customers, and YOU! There are multiple settings in ServiceMonster that allow you to customize your schedule so that it can be an effective tool for you based on the […]

Feature Focus: Recurrences

If you offer your customers a discount if they schedule regular jobs, such as a pre-paid “stay beautiful” program, or if you service commercial clients on a cycle, the recurrences feature is something that will save you a lot of time.

Recurrences help you easily manage and schedule jobs that happen on a regular basis. It puts a calendar reminder for your recurrent job (or jobs) on your schedule, which you’re then able to turn into a ‘real’ job once the customer has committed. Think of it as a way to pencil in future appointments so you can be sure there won’t be any scheduling conflicts!

To create a recurrence, navigate to the order that you’d like to make recurring, and select Recurrence.

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After clicking Recurrence, you’ll be taken to a new recurrence, with the estimate, account, and site settings copied over automatically.

You can even add job and order notes to the recurrence:

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Adjust the content in the fields as needed, give the recurrence a name, and click Save.

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After saving, the Occurrences tab will become clickable and will display the entire list of occurrences that have been generated.

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Note: Recurrences aren’t shown in your accounts receivable until the job has been completed.

For more information on recurrences, click here.

 

* While recurrences are great for repeat jobs that are fairly straight-forward and don’t require any follow-up, sometimes they’re not sufficient for jobs that run multiple days, require rework, or when scheduling an estimate and a work order is necessary. For information on how to institute recurrences for projects, visit our Support article, How can I schedule multiple jobs for one order?

recurrence-notes-blog

If you offer your customers a discount if they schedule regular jobs, such as a pre-paid “stay beautiful” program, or if you service commercial clients on a cycle, the recurrences feature is something that will save you a lot of time. Recurrences help you easily manage and schedule jobs that happen on a regular basis. […]

Top 10 Most-Read ServiceMonster Blog Posts of 2015

Yes, we’re already more than a month into 2016, but we thought we’d give 2015 one final goodbye by compiling a list of our top 10 most-read blog posts of 2015. Some are recently-written, and some date as far back as 2012 – but all are relevant to cleaners looking to boost business. Take a moment and peek at the links below; you might find something you missed, or forgot about!

To kick it off, let’s start with number 10:

10. Whitepaper: 5 Essential Elements of a Cleaning Business Website
Are you making the most of your business’ web presence? Find out by downloading this free whitepaper.

9. Cleaning Memes
Everyone loves a good laugh, especially when they’re browsing social media! Because of this, we regularly create cleaning-related memes for cleaners like you to share with your followers. Occasionally we do ‘roundup’ posts, like this one, where we showcase a few at a time. This meme roundup is our most popular to date. Feel free to share any (or all) of them on your social media pages!

8. Introducing: Marketplace
In 2015, we developed Marketplace: an area for ServiceMonster users to learn more about leaders in the industry and friends of ServiceMonster, as well as hook services into their account that are integrated with our API.

7. How This Carpet Cleaner Won a Marketing Award
A few years ago, Rob Anspach was honored by the Business & Entrepreneurs Network for a direct mail marketing campaign he created. We sat down with him back in 2013 and learned all about the details of his campaign and what advice he has for other carpet cleaners.

6. Before and After Spotlight: Accent American
This is a unique before and after in the fact that instead of profiling a cleaning, it features an emergency carpet repair! The hotel’s carpet at Connections East back in 2012 was coming apart at the seams (literally), and what better time to correct it than at a carpet cleaner’s convention! Here are the pictures of the process.

5. Why You Should Never Use a Personal Facebook Profile for Your Business
Using a Facebook profile for your business (as opposed to a Facebook Page) is something that’s prevalent in the cleaning industry… but it’s not a good idea. Here are five reasons why.

4. Spotlight: Meg Burdick of Burdick’s Cleaning
Meg shared with us the details of an offer she developed to drum up business during the slow season. It was very successful: every job added on, and the average invoice came in at $700! Find out how she did it.

3. Before and After Spotlight: Chem-Dry of Summerville
This carpet had some serious pet urine stains going on…

2. Top 10 Ugliest Carpets in the World
A collection of some of the most awful carpets we’ve ever seen. See if you agree!

And, the number one most popular ServiceMonster blog post of 2015 was…

1. State-by-State Cleaning Industry Statistics
Using the average invoice totals of ServiceMonster users in 2014, we created a map displaying the average residential cleaning invoice total by state, for 2014. Find out how your business stacks up!

Thanks for following along with us in 2015! Be sure to stay tuned this year for more news and tips related to the cleaning industry, marketing your business, and much more.

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Yes, we’re already more than a month into 2016, but we thought we’d give 2015 one final goodbye by compiling a list of our top 10 most-read blog posts of 2015. Some are recently-written, and some date as far back as 2012 – but all are relevant to cleaners looking to boost business. Take a moment […]