Made me think about whats important.

Ron Musgraves

Ron Musgraves

Exterior Restoration Specialist
Staff member
I really mean this post, it got me thinking about the things that are important. Take a look, please respond at TGS if you want to ad something.

http://www.thegrimescene.com/forums...attribute-business-operations.html#post154951


Quote:
<TABLE cellSpacing=0 cellPadding=6 width="100%" border=0><TBODY><TR><TD class=alt2 style="BORDER-RIGHT: 1px inset; BORDER-TOP: 1px inset; BORDER-LEFT: 1px inset; BORDER-BOTTOM: 1px inset">Originally Posted by Tegrey
Someone missed the Boat?
Customer Service for us. Nothing can beat CS. You may be the very best at what you do, but if you don't communicate or handle the customer request correctly, you will fail? We bend over backwards for our customers. Right now 80% of all our business is from our past customers. We are bustin our butts! LOL Thank you.
Delivering the right message always helps! LOL
</TD></TR></TBODY></TABLE>

This will sound cocky but all of them, we make sure that a balance is kept so we don't over or under do one area over another.

CS Terry is very important, we often redo jobs when employees mess up. I guess the real trick to CS is not to have problems.

Many here think my company is a sales machine, it is but we work just as hard keeping the business.

From Sales, production, office organization, employee concerns & a list of a hundred others things.

I can tell you one on that list thats likely a very important one is taking care of your employees and concerns. Employee moral and expectations for the future are what make my employees work with us and not for us.

I have and keep employees, I have my first guy retiring after 25 years. Sept Marks the 25 years he has been with my company. Three of his other family members have worked for me for a collective 52 years. I will miss him, Mike was never a supervisor. He never wanted to do anything but wash. Now he has decided to open a mobile taco stand with a cousin that actually bought the shop behind mine. LOL he wont be far away for sure...

Employees are what truly make your company, finding and keeping good people and treating them fair is what will make life easier.

I have three managers, they has a vested interest in my company. I have always adopted this early on. I grew up with my parents businesses and watch the people they help in there lives. I wanted to do the same, i enjoy watching and thinking about the familys my company takes care of. As a team we all watch out for each other.
 
Customer Service is very important and if you don't have it you will fail, I think that is what makes a Great Company and doing the job right the first time. I try very hard on making CS first and foremost my goal and so far it has Payed Off Big Time for Me. I do a lot of little extra things while I'm out on the job and they love the little extra things and always come back to me when something else is needed.

I hope soon to hire my First Employee now the hard part is finding the right one that will up hold the things that made us grow like we have in the first place and I'm not sure if there are any secrets to find a good one, but I will soon find out.
 
tHROW US A BONE rON, WHAT IS THE SECRET TO GETTING AND KEEPING EMPLOYEES
 
Customer service is very important, I know my business is young but over the years with other employers I have learned that While if you do go above and beyond the customers expectations then yes the customer will be satisfied and happy with your service, But You as an owner must draw a line when going above and beyond can cut into the bottom line, Business owners have to find a medium that will keep the customer happy and coming back for more, but in the same sense keeping your bottom line up and your time spent on the job reasonable.
 
Jonathan Ellis said:
tHROW US A BONE rON, WHAT IS THE SECRET TO GETTING AND KEEPING EMPLOYEES
Click to expand...


I have always treated my employees like family, we have company get togethers, partys and always have a winter and summer fun trip. We usally have a company camping & boating in the summer. In the winter we ride atv's in the snow or go sking.

Not every employee particpates. Always send the spouse a special gift, coffee at starbucks or maybe a dinner out. The spouse is important, she or he will keep them motivated.

We also have contest , vacation give aways. get the spouse involved. Let them know if theres a problem to let you know.

Example, I had employee thats pretty quiet. His performance started slipping. I called his wife before talking with him to ask her if something was troubling him. His dad was terminal an dying in the hospital in Texas. We got him a ticket that nite so he could be with his Dad.

Treat them like you would want to be treated, dont act like your above them. Sure your there boss, but actually care about them and there lives. remember they make you money, so keep them happy.
 
Treat them like you would want to be treated said:
I worked in factories for thirty years. I did everything from sweep the floors to being a plant manager. What Ron said is exactly right. Too many businesses in this day and age have forgotten that. Too many companies now only worry about the bottom line and bonuses for the guys who already make most of the money anyway. We wouldn't have many of the problems in this country we have now if we all treated each other with some respect.
Click to expand...
 
Ron Musgraves said:
Care about them.....
Click to expand...


You can say that again...oh wait....you just did:D

I know first hand a company that was on top of their world in 2008...2009 numbers are way down...including employees, fortunately things are keeping them obtaining income.
 
My current full time employer is showing me what he cares about right now....not me, I thought I was having a heart attack and he wants me to foot the bill...it was on company time...doing my job.
 
Important thread for sure
Ron Musgraves said:
I really mean this post, it got me thinking about the things that are important. Take a look, please respond at TGS if you want to ad something.

http://www.thegrimescene.com/forums...attribute-business-operations.html#post154951


Quote:
<TABLE cellSpacing=0 cellPadding=6 width="100%" border=0><TBODY><TR><TD class=alt2 style="BORDER-RIGHT: 1px inset; BORDER-TOP: 1px inset; BORDER-LEFT: 1px inset; BORDER-BOTTOM: 1px inset">Originally Posted by Tegrey
Someone missed the Boat?
Customer Service for us. Nothing can beat CS. You may be the very best at what you do, but if you don't communicate or handle the customer request correctly, you will fail? We bend over backwards for our customers. Right now 80% of all our business is from our past customers. We are bustin our butts! LOL Thank you.
Delivering the right message always helps! LOL
</TD></TR></TBODY></TABLE>

This will sound cocky but all of them, we make sure that a balance is kept so we don't over or under do one area over another.

CS Terry is very important, we often redo jobs when employees mess up. I guess the real trick to CS is not to have problems.

Many here think my company is a sales machine, it is but we work just as hard keeping the business.

From Sales, production, office organization, employee concerns & a list of a hundred others things.

I can tell you one on that list thats likely a very important one is taking care of your employees and concerns. Employee moral and expectations for the future are what make my employees work with us and not for us.

I have and keep employees, I have my first guy retiring after 25 years. Sept Marks the 25 years he has been with my company. Three of his other family members have worked for me for a collective 52 years. I will miss him, Mike was never a supervisor. He never wanted to do anything but wash. Now he has decided to open a mobile taco stand with a cousin that actually bought the shop behind mine. LOL he wont be far away for sure...

Employees are what truly make your company, finding and keeping good people and treating them fair is what will make life easier.

I have three managers, they has a vested interest in my company. I have always adopted this early on. I grew up with my parents businesses and watch the people they help in there lives. I wanted to do the same, i enjoy watching and thinking about the familys my company takes care of. As a team we all watch out for each other.
Click to expand...
 
H
Richard Mellow
3210 Bristol Lane
CUMMING, GA 30041

Categories:
Deck Maintenance
Pressure Washing
Window Cleaning

Services Performed:
Yes
* More Weight is given to a report where work has been completed.

Work Completed Date:
April 14, 2012

Hire Again:
Yes

Approximate Cost:
$890.00

Description Of Work:
Pressure wash exterior of 8000 Sq Ft House. Clean 60 windows inside and out. Pressure wash deck.. Easter Dinner cooked for me!!

Member Comments:
I cannot rate Starbrite any lower than AAAAAAAAA++++++. Rob and Cindy and thier crew are simply great people. My review is quite amazing so I will preface my review by saying this is a 100% accurate review with ZERO embellishment what soever. I called up to get someone to come out and give me an estimate and estimate and spoke with Cindy who was very pleasant to deal with. She schedule Rob to come out and give me an estimate that Friday morning. Rob shows up promptly at our scheduled time. Extremely professional and pleasant to deal with. We walk around the house and I describe the work I want done. He gives me a quote a few minutes later, and I am shocked at how low the price is!!! Rob and I start talking and he lets me know his business philosophy on building a long term relationship with his customers. We talked for about another hour. I told him he had the job and I would schedule with Cindy after I selected painters to paint house. I then cancelled the other appointments I had scheduled for quotes, I was that confident in Rob's price and level of service.
I scheduled for the following Saturday. Rob and Kenneth show up to pressure wash the house ahead of the painters that were scheduled to come the next week. Rob pressure washes the house and driveway. When he gets to the deck he realizes that it is not stained but covered with latex paint. Which makes it a maintenance nightmare. he deck already had alot of split decking because the previous owners treated it improperly and infrequently. I was in the process of replacing the split boards and railings and steps and was going to start as soon as Rob finished pressure washing. I quickly realized the only way to fix the deck properly was to replace all of the decking as the frame was pretty solid. I explained to Rob that I had to move pretty quick to get deck fixed because I had 50 people coming over for a BBQ after work in 4 days. Rob then drops what he is doing with the pressure washer and then unloads his truck and we both go to home depot and buy the wood needed to rebuild the deck. We get back unloads the truck and Rob says he will let Kenneth work with me on the deck, while he then finished pressure washing the house. As he is about to leave to do another job that he had scheduled he tells me. That he will come over tomorrow, which was Easter Sunday and help me finish the deck on his own time(FOR FREE). He also said he was bringing his wife and daughter to cook Easter dinner for me as he was aware my family is overseas visiting grandparents in Australia for 5 months. I am a literally floored by his generous offer and gladly accept. Kenneth and I work on the deck until 8:00 and did not get as much done because it got really hot out that afternoon and I am soft from sitting behind a desk for way too long!.
Rob and Cindy show up at 11:00am Easter Sunday morning. Rob jumps right in and gets to work on the deck and Cindy gets to work preparing an Easter meal of Cornish Hen, Salad, Baby Carrots, Asparagus and Rob's family recipe for roasted Parmesian cheese potatoes. We get the deck into a state where I can use it for my BBQ and then sit down for a great Easter meal with my new friends.
The rest of Rob's crew showed up after the painters finished and again did a remarkable job on the window cleaning. I did not realize just how dirty the windows were until I saw them clean.
I cannot speak any higher of Rob and Cindy and the service that Starbrite provides. I also cannot thank Rob and Cindy enough for thinking of me and spending their Easter Sunday with me. I apologize for talking so long to write this review.
You can be 100% assured they are the best you are going to find and the only people you need to call. If you want to ask me any other questions about Starbrite please email me at rmellow@gmail.com.
Best Regards,
Richard A. MellowCumming, GA
OverallA
PriceA
QualityA
ResponsivenessA
PunctualityA
ProfessionalismA

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ere is a post that I just recieved on Angies list. This is what we do for every customer. If you have to find new customers every year you will soon be out of business!
 
Above is a review that I just got this morning on Angies List. Think of it this way, if you have to find new customers every year you will be out of business in three to four. Do you think this guy will ever use anybody else? Over the next ten years this guy will most likely spend 10-20k with me!!!!!!!!!!!! That is how I look at and treat EVERY CUSTOMER
 
This is right on. You have to treat customers and employees like you care about them, every day. I hate firing people, so I am more then willing to do my part to train them, and help them achieve standards. However, there are a few things that I will not tolerate, and will fire someone for, in a heartbeat. Phantom washing, doing something that is absolutely unsafe, or putting me in a position of unnecessary liability by parking a truck on the street unattended are all reasons for immediate termination.
We also do things like gift cards at least once a month. In many ways it is a way for us to keep tabs on how an employee is doing.
Last week, one of our employees let us know that he did not think that we were treating our people properly. He felt that we should be harder on them, and have them fear us. I just do not operate that way. If I have to yell at someone to get them to perform properly, they are not worth having around. Just my opinion.
 
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