Kindra K, Marketing CoordinatorJun 10, 2016 @ 9:07PM
Should you stay or should you grow? Every owner/operator will reach a point when they must decide whether to stay a solo act or scale up the business. What will you choose? Get some advice from a pro who decided to grow!
When Kevin Cole started his business 3 years ago, he was a sole proprietor providing carpet cleaning services. Today, his operation has grown exponentially. By offering additional services and hiring employees, he has doubled his average sales tickets and more than doubled the size of his business.
Does the inevitable headache of managing a team hold you back from expanding your business? As you probably already know, hiring employees is key to growth. What is Kevin’s advice for managing a team and broadening your offerings?
Take the time to train new hires Establish an onboarding process to give new employees the education they need to succeed. Relinquishing control to new hires can be scary, but with the proper training, they’ll be ready for the responsibility.
Kevin emphasizes the importance of teaching his employees all the features and uses of the app he uses to run his service business. He is grateful that the app allows him to “spend a lot less time managing and directing” because it provides his staff with their schedules, information about customers and jobs, and price lists, making up-selling and cross-selling a breeze.
Let digital tools work for you! Using technology to run your business allows you to save time by increasing your efficiency. Kevin appreciates that the mobile software he uses also saves him money, as he doesn’t have to pay additional office staff to handle things like scheduling and communicating with customers. For Kevin, the technology not only streamlines his communication with customers, but also employees, keeping everyone in the loop automatically.
Through the automated reminder texts and emails built in to his system, Kevin says he is able to establish a sense of professionalism with customers before he even walks in the door. Kevin credits these notifications with giving him extra authority that allows customers to gain trust in his knowledge and experience, they are extremely receptive when he suggests adding additional services.
Diversify your services While he was still an owner/operator, Kevin noticed that as he was cleaning carpets, oftentimes his customers would also hire house cleaning services. He discovered the need for a company that provided both services at once, so he capitalized on it.
Since then, he has expanded his business to become a full-service firm, offering carpet cleaning, commercial and residential house cleaning, and tile and grout cleaning. Cole’s Cleaning Care sales have gone through the roof! Kevin found success through by seizing new opportunities and being versatile.
By adapting to the needs of his clientele, Kevin effectively scaled up his business in a short amount of time. Leading an organization may not always be smooth sailing, but being flexible makes all the difference. Adjust your sails with the wind and keep Kevin’s advice in mind!