Kindra K, Marketing CoordinatorDec 8, 2017 @ 12:21AM
Here at Housecall Pro we’ve all heard of the man, the myth, and the legend known as Don Snyder, owner of Instadry Carpet and Tile Cleaning in Orlando. Through his humor, kindness, and engagement, he has quickly become one of our favorite Pros.
Life Before Instadry Don was “hatched, not born” in Greensboro, North Carolina, where he lived for 22 years before joining the Marine Corps.
During his five years in the military, he worked a lot in aviation. After 12 years in this industry, he gained valuable insight that would later help him run a business of his own.
He first saw a need to get into the carpet cleaning industry after receiving a horrible experience in his brand new home from what was perceived as a “reputable” company. After one of his friends showed him some new equipment, as well as how to properly clean carpet, Don found his calling. A few years later he started Instadry Carpet and Tile Cleaning.
How Does He Do It?! If you’re an entrepreneur, you know that starting your own business is a huge learning process. Luckily, Don is willing to share what he’s already learned with you. His advice for anyone wanting to start their own business is to never be afraid to try something new. Whether it’s using new tools or trying out a new process, he’s found that it’s important to take the risk of something new in order to improve.
“Whenever Housecall Pro releases a new feature, you see a lot of users that are afraid to try it, but you can’t see the benefits of it until you do. You have to take the risk and be willing to try new things in order to help your business grow.”
Don learned that you can’t be afraid to try new things or to make mistakes. His understanding that mistakes will happen and his ability to acknowledge when they do happen, has allowed him to learn from those mistakes and helped him continue to grow.
Happily Ever Housecall When Don first started Instadry he bought only one pack of carbon copy invoices, costing him $30. We won’t say what his response to that price was, but he wasn’t happy. During this time, Quickbooks Online was becoming popular, so he signed up and started trying out a few different CRMs.
After a year of spending his free time frustrated, trying to build out a system to run his business, he went searching for the QBO-sponsored apps. That’s when he found Housecall Pro. He immediately dropped the program that he just spent a year and a half struggling to implement and gave Housecall a shot. All because he saw that we’re continuously growing and adapting in the eye of the pros.
Once Don saw that as his customer’s satisfaction had increased, he noticed that his business did too. He eventually changed his mission statement to reflect the importance of the customer experience:
“To be THE TRUSTED service provider by turning every customer into a lifelong client!”
When it comes to making sure you’re giving top-notch customer service, Don says he constantly looks for an opportunity to shake a hand. While it seems ironic, he told us that technology has actually brought him closer to his customers, allowing him to shake more hands and have a smoother, more convenient conversation.
The Art of Multitasking In the end, what it comes down to is staying organized while handling everything at once.
Don’s biggest success is handling a dynamic operation with ease. Now he can execute on thirty different tasks and still stay organized.
“Just this morning I experienced this issue. Everyone in the field was slammed and I’m getting phone calls left and right. I had two appointments scheduled with two awesome clients and had to go to a hotel to do an offsite quote. On my way there I ended up stuck in traffic with more calls coming in. We had someone who needed to change their appointment from later that week to this afternoon. By pulling up the app, I saw that someone contacted one of the techs and postponed the afternoon appointment so we could accommodate the other person’s needs. The customer was so impressed that she added more work to her service. The technician was also excited that their day was still full. Everyone in the office was excited about the freedom and flexibility the software gives to our operation.”
It’s Don’s employees that drive his ambition. He’s found that one of the hardest parts of owning your own business is carrying the responsibility to be successful for more than just yourself. His employees rely on him to keep the business running smoothly in order to do their jobs. It’s important for him to know what’s going on at all times in order to set his employees up for success.
Don isn’t just a well-known customer at our office, he’s also a huge part of the Housecall community on Facebook. He’s always chiming in on the Pros group to give advice, solve problems, or make everyone laugh.
“I’ve been connected to a lot of other great pros from around the country, through the group. That kind of connection works because they’re not your local competitors that you’re swapping ideas with, so you’re not afraid to share your advice and learn from each other. Plus, there’s a community that follows behind it. Field services are field services and we all have to have the same attitude and focus when it comes to our customers.”
Don Snyder is more than just a great customer, he’s also a great friend and business owner. If you would like to learn more about how Don runs his business click here.