FROM THE CHAIR
By RJ Patel, Chair, Residential Cleaning Council
We are three months into our new partnership with the ISSA. As ARCSI, A Division of ISSA, what has changed? What has stayed the same?
New ISSA Membership Benefits
The ARCSI team has been working hard to merge the ARCSI and the ISSA databases. This has come with a few hiccups, which is not completely unexpected. We are trying to ensure that we are not holding up any access to benefits. In early March, ARCSI members should have received an email that included login details for the ISSA website so you can browse and access all of the resources. Also in March, the complete membership kit mailed to all ARCSI members. Be sure to browse this and find what benefits are available and what is of interest to you.
Hot Topic Tuesday
One thing that definitely hasn’t changed is our weekly conference call for members featuring discussions that dissect the many issues and concerns for our members. So far this year, we have featured Mel Kleiman, Henry Hutheson, Laura Bianchini and Martha Woodward among others as moderators. We had a roundtable focused on employee issues that was particularly engaging.
During the next few months, we will be showcasing many of our speakers from the 2017 Education Conference. Hot Topic Tuesday is a great touch point for the membership. It requires no travel time and no additional fees, and it provides a very tangible benefit for the membership.
2017 Education Conference and INTERCLEAN Trade Show
We return to Las Vegas this year for the Education Conference and Trade Show. For the first time, we will not be a co-located event but we will be a full-part of the ISSA INTERCLEAN Trade Show. In addition to the 20+ hours of education customized for the residential cleaning industry, we encourage you to attend the 60+ hours of education that is available to all attendees. This is a great opportunity to hone your own skills as an owner or manager and to broaden your horizons. We are making a few changes to the lineup this year to keep things fresh, fun and educational to all attendees. For examples, we will have the first-ever “Residential Pavilion” on the Show Floor.
Don’t forget the dates for the Show this year – Sept. 10 – 14, 2017. Registration and hotel reservations will open in April. Watch your email for complete details!
Have you ever heard, “The more things change, the more they stay the same?” That saying comes to mind right now. While we are changing some things and adding new resources, we haven’t changed what is at the core of ARCSI – the members. My membership is like a family to me. I feel connected to my peers – their victories are my victories and their struggles are my struggles. That is the very core of our association and that will never change. Be sure to watch your mail – print and electronic – for more details on this year’s convention and your ISSA membership, and know that behind everything is, as always, ARCSI.
RJ Patel is the president of Prestigious Cleaning Team and chair of the ISSA Residential Cleaning Council. He may be reached at firstname.lastname@example.org or 770-422-5326.
The HCT Certification sets you and your company apart. It differentiates you from other residential cleaning companies in your market as professional and knowledgeable.
"I took the HCT Class at the ARCSI Convention. I was sure I was only going
to learn a few things. I figured that after cleaning for over 20 years I knew
most of what would be taught. Boy, was I wrong! I was so impressed with
the vast amount of information presented and its value to me as an owner."
-- Eugena Bring, Owner, Carnation Home Cleaning, Mesa, AZ
The House Cleaning Technician (HCT) certification program teaches cleaning technicians how to go about doing just that. Becoming certified gives you the knowledge to be the best cleaner possible. Certified House Cleaning Techs understand all the surfaces they will find in clients' homes, how to clean them and (almost more importantly) how NOT to clean them.
Offered by the IICRC accredited school, the Institute for Service Excellence, the course is taught by Bruce Vance, ISE.
UPCOMING HCT CLASSES
||The Experience Conference & Exhibition
|| April 24-26
The Experience Conference and Exhibition provides one of the premier expos for cleaning and restoration equipment and quality classroom education for the cleaning industry. And this year, the event returns to Florida!
The 2017 Experience Conference and Exhibition is at the Hilton Clearwater Beach Resort in Clearwater Beach, Florida. This a great opportunity to see, try out and learn about all of the latest and most advanced equipment, tools and procedures available in our industry today. You’ll discover new research, the most up-to-date information and useful tools to help distance your company from the competition and provide you with the education and opportunities you need to grow your business. Plus you will have ample time to network with your peers and other service providers in the residential cleaning industry.
The event also includes:
- High-quality classroom education
- Live hands-on demonstrations
- World's best exhibition for cleaning and restoration equipment, tools, and products
Speaking at this year’s conference are ARCSI’s own Ernie Hartong with ISSA past Executive Director John Garfinkel.
Introducing the ISSA
Wednesday, April 26 | 9:30 – 10:30 am
John Garfinkel, ISSA Past Executive Director and
Ernie Hartong, ARCSI Executive Director
ISSA is expanding reach into cross markets and The EXPERIENCE Events is collaborating with them in Las Vegas in September. Come meet John and Ernie and hear about their vision for the future of the industries they represent.
Visit the Experience website for complete conference agenda and registration details.
April 8 in Indianapolis for Just 249
This one-day event will be jam packed with information on the systems you need to grow your business in the coming year. Cleaning Business Builders is offering a $50 discount exclusively to ARCSI members. Just enter ARCSI50 in the Discount Box at checkout.
This event in Indianapolis, Indiana, will be held on Saturday, April 8 at the HP Products corporate headquarters (4220 Saguaro Trail, Indianapolis, IN 46268). Overnight accommodations are available at the Candelwood Suites Indianapolis Northwest.
8:00 - 9:00 AM - Breakfast and Guerrilla Marketing Class
9:00 - 10:00 AM Systems You Need to be a Success
10:00 - 11:00 AM - Hiring for Success
11:00 - 11:15 AM - Break
11:15 AM - 12:15 PM - Employee Orientation and Training
12:15 - 1:00 PM - Lunch (provided)
1:00 - 2:00 PM - Dealing with Employee Drama
1:00 - 3:00 PM - Fire Fast, Fire Fair
3:00 - 3:15 PM - Break
3:15 - 4:00 PM - Adjusting and Raising Prices
4:00 - 5:00 PM - Exit Strategies for Your Business
7:00 PM - ?? - Group Dinner (pay for your own)
April 6-7, 2017
Carpet Cleaning Technician Certification Class (CCT)
Raleigh, North Carolina
Sept. 10-14, 2017
ARCSI Education Conference and ISSA/INTERCLEAN Trade Show
Las Vegas, Nevada
By Sharon Tinberg
I began this four-part series with the common theme that I saw running through every company I have visited in the last year and a half, and I will end the series with the same theme, hope. Hope is the element that develops employees into followers who can last for a lifetime.
My last trip was to Annapolis where I was hosted by two gracious owners who gave me the task of training their field operations manager, along with working with the owner who would direct them. It was another week driven by – and filled – with hope. Not unlike other offices where I was hired to train a person in this new role. Owners, office staff and cleaners are so hopeful of the solutions this position will offer to so many current problems.
Although there is no such thing as a magic genie that can cure all problems with the rub of a vase, adding a field operations manager can be pretty close to your wish come true. Three conditions must be met, however, for your wish to materialize:
- Their duties must be clearly defined.
- They must be given the necessary authority as well as responsibility to fulfill their job duties.
- They must be given the necessary latitude and training to lead as well as manage.
The field operations manager position brings a positive synergy to your company beginning with the hope some your current employees will feel when you post the position to your current staff. Very likely you have a cleaner who thinks cleaning is all they will ever do and suddenly there is hope that might not be true. When your cleaners see this dream become a reality for them, or a peer, you will have opened up a window that offers a new ray of hope for every one of your cleaners and their futures.
Not everyone will have the hope of wanting the field operations manager position, thankfully. Many of our cleaners are happy cleaning. They just want to feel appreciated and be taught how to do their job. Both of those things require time and attention, neither of which most owners have when they reach 8-10 cleaners. The #1 responsibility on the field operations manager’s job description is giving adequate time and attention to every single person cleaning in your company. This change alone will open up the doors of communications within your company and bring your cleaners from feeling a bit unsafe at your company to visualizing their role in your organizational chart in the future.
I would like to close this series by encouraging
each owner to find out what seed would
plant hope into the spirit of each of your employees.
I would like to close this series by encouraging each owner to find out what seed would plant hope into the spirit of each of your employees. Next plant that seed and continue to fertilize it. Proper seed planting requires a lot of research and understanding. If you plant a seed that is not compatible with the hope of your employee it will not nurture or grow, no matter how much you fertilize it. You need to understand what hopes your employees have for their future so you can help them to move in that direction. If your employee believes you understand what would be in their best interest they will follow you anywhere. To repeat a very wise statement made by an icon in people skills Stephen Covey: “Seek First to Understand, Then to Be Understood.” (This is a great rule to follow in all of your interactions with your employees, especially disciplinary interactions.)
Sharon Tinberg is a national residential cleaning service coach who has worked with cleaning companies across North America.
By Derek Christian
Dramatically improve your close rate with persistent email marketing.
One of the least used forms of marketing, despite its simplicity, is email marketing, in particular using email to follow up with your leads. The vast majority of our clients are very busy. After all, that is why they called us to get some help and free time. However many businesses only or call or email a lead back once or twice before giving up and writing it off as a bad lead. But think about your own life. How many half-finished projects do you have?
Several companies I have worked with send as many as 26 emails to a client before they stop emailing them. These companies tell me anywhere from 30 – 60% of their sales come from emails number 4 or higher. This is a massive number. Anywhere from 1/3 to 2/3 of their sales come after 4 or more emails. Think of all the people you called or emailed once or twice. What if you could actually book 1/3 of them over time? That is the power of this form of marketing.
Check out this “widget” from HomeAdvisor
By Sharon Cowan, CBSE, Cleaning Business ConsultingGroup
What makes a company a STAND OUT from the rest? Greatness is how a company is experienced by its customers, employees, community and colleagues.
Most all GREAT companies have at least 5 characteristics in common. How many do you have?
AMBITION - Leadership team has common vision and drive. Working together to deliver service as promised. Great ambition to deliver is important even in a "good" not great company. It is part of the Corporate Culture.
CUSTOMER AWARENESS - Great companies identify the needs of the customers and satisfy them. They are in business to take care of those needs, not their own. They recognize the importance of customer retention by satisfaction and good will.
FOCUS - When a company is focused on what it does best, it will succeed faster and greatness will occur more easily. Keeping growth and expansion in familiar territory is the secret. When a company starts to drift too far away from its core business, greatness can elude it.
EXECUTION - Satisfying a customer requires relentless attention to execution. Great companies build a capability to deliver and to respond swiftly to the needs of customers. They also realize the value of growing methodically and in steps. To take on more than a company can operationally handle is a sure path to a quick demise.
INSPIRATION - Smart owners engage all employees in building the business. From ideas to execution, every employee feels they own a piece of the company. Inspiration starts at the top and leadership drives it into the company by engagement.
Is your company poised for GREATNESS? Remember that GREATNESS is within reach of every company. Start today by Inspiring your team to Execute a Focused delivery of service to your Customers with Ambition for greatness!
To Your Success!
"I was never afraid of failure; for I would sooner fail than not be among the greatest."
Welcome to ARCSI, A Division of ISSA. As a member, you have access to a wealth of business benefits and services you can take advantage of. To begin with, we want to personally welcome you to identify your membership with the worldwide cleaning association. Using the logo can enhance the credibility of your company in the marketplace.
Members are authorized and encouraged to use the ARCSI, A Division of ISSA logo on letterhead, catalogues and other comparable literature to identify the company as a member of the association. The logo cannot be used on a product label or otherwise in connection with a product or service.
The logo may not be revised or altered in any way. It may, however, be reduced or enlarged (proportionately) to meet the user’s particular needs. The logo shall not be used in a manner that would imply or in any way suggest ISSA endorsement or sponsorship of a product or service.
We do ask that you link the logo to www.arcsi.org so that consumers can learn about the residential cleaning industry and the benefits of hiring a professional company.
If you have any questions about the ARCSI, A Division of ISSA logo or its use, please contact ARCSI at 614-547-0887.
Login and download the logo today!
An exceptional ISSA benefit is the free PR ISSA offers members. All you have to do is send your news — awards, new hires, expansions, products, etc. — to Lisa Veeck at email@example.com and she will get your news everywhere it needs to go. This includes:
- In the ISSA daily news posted on the ISSA.com website, which receives an average of 55,000 unique users and up to 240,000 page view a month.
- Via RSS feed to ISSA news subscribers and its social media sites, such as Twitter and Facebook.
- E-mailed directly to the inboxes of nearly 13,000 subscribers of our recently acquired CMM daily newsletters and is posted on the CMM website that attracts an average of 26,000 unique users and 67,000 page views per month.
But that is not all!
Space permitting, your news is also published in CMM magazine, the digital edition posted on the website, and the print edition, which reaches an estimated 33,000 building service contractors and in house service professionals. Similarly, space permitting, it appears in ISSA Today's print edition, which goes to all segments of the ISSA membership, as well as its digital edition, which has a worldwide following and receives up to 190,000 page views per issue.
It's a lot of numbers, but the bottom line is it IS a lot of numbers! You can't buy this kind of coverage! In fact many members join just for this reason! And by the way, don't worry if it is not an "official release." You can send the news in an email. All we need is the basic who, what, and where.
Hire Knowledge Solutions, founded by Greg Macchia in 2013, provides services to help organizations select, attract, and retain the best talent for their organization. Mike Grecky joined Hire Knowledge Solutions in 2016. Both own residential cleaning companies and have been dedicated users of the Orion Systems. In September 2016, Hire Knowledge Solutions took ownership of the Orion Systems accounts from The Steering Group.
Hire Knowledge Solutions operates as a sub-distributor of The Steering Group, Inc. and can establish new Orion business. They will support this client group and honor the commitment to serving the residential and commercial cleaning industries as well as home health, pet services, among other industries.
The Steering Group, Inc. will continue to offer TTI Assessment to those of you using the Behaviors and Motivators tools.
Juliet Ayer, Radiant Home Cleaning Services, Burke, Virginia
- Tyler Boufford, Cleaning Enforcers, Rochester, New York
- Raquel Carvalho, Spot Cleaning Services, Revere, Massachusetts
- Thomas Dodson, Classic Clean, Tompkinsville, Kentucky
- Ricardo Espino, Maids In Long Island, Lynbrook, New York
- Dawn Force, Clean to Please, Palm Coast, Florida
- Rena Jefferson, Ace of Shine, Greenville, South Carolina
- Christina Gastelum, Maid Utopia, Highlands Ranch, Colorado
- Selma Gilcrease, Sparkle & Shine Services, Snellville, Georgia
- Therese Green, Zesty Cleaning, Brooklyn, New York
- Darryl Harris, OM-OB Cleaning and Janitorial Services, Washington, DC
- Belen Ishizaki, Lets Clean, Sterling, Virginia
- Cesar Kuznicki, Happy Maids, Lake Barrington, Illinois
- Donald Lee, CC Cleaning, Dunmore, Pennsylvania
- Riley Moore, Personal Touch Services, Ravenna, Ohio
- Ewa Pluciennik, 4 Senses Luxury Home Services, Monona, Wisconsin
- Monique Stafford, 4REEM Cleaning, Cheektowaga, New York
- Ryan Van Oden, Uni-Star Cleaning Service/American Maid Cleaning Service, Manchester, New Hampshire
- Randleigh Vaugeois, Happy Nest House Cleaning, Willingdon, Alberta
- Dominique Williams, C & C Cleaning Services, Kokomo, Indiana
- Sharlotte Wilson, Dunrite Ladies, Arroyo Grande, California
IN THIS ISSUE
FROM THE CHAIR
ISSA Membership Is in Full Swing
More HCT Class Options Available in 2017
The Experience Conference & Exhibition Offers Premier Cleaning Expo in a Beach Setting
Spring Growth 2017
$50 Discount for ARCSI Members
Looking for a Ray of Hope in Your Journey?
By Sharon Tinberg
Email Marketing to Your Leads
By Derek Christian, Cleaning Business Builders
Cost of Hiring a Residential Cleaning Company
How to Know if You Have a Really GREAT Company!
By Sharon Cowan, CBSE
Identify Yourself as a Member of ARCSI, A Division of ISSA
Get Your Name in the News
Hire Knowledge Solutions Takes Ownership of Orion Systems Accounts from The Steering Group
Welcome to New ISSA Residential Members