Apologize With Action
Let's face it. You're going to mess up your communication as a business owner. You will say one thing and mean another. Or, you will think one thing and not fully communicate it. That was the case for me last week with a new client, Ellie. I was under the assumption she understood my 3-part cleaning plan because I had explained it in person. But I never wrote it out and therefore, the plan never existed. I executed the plan of part 2 and followed up with Ellie afterward to get cleaning feedback. She was very pleased with the master bathroom and other rooms I detail deep cleaned. However, she was unhappy that I "skipped" the guest bathroom when she had guests coming over in a few days. I'll let the podcast audio share the full detail of this story, but I will say that apologizing is an action verb! It's one thing to say, "I'm sorry." It's another thing to show it. I knew the right thing to do and I fixed it by going back and cleaning Ellie's bathroom for free and apologizing in person. She was so happy and it raised my trust factor big time.
This week I also met with Doug Floro of My Father's Business Wealth Management. He is the leader of the Believer's in Business Networking Group that I attend twice per month. Anyway, we wanted to do a 1-to-1, so we could get to know each other better as I'm still a new member. The meeting was in his beautiful office and we definitely had a fantastic conversation. At the end, Doug did something unexpected. He slid a business card of another cleaning company across his desk and asked, "Ken, do you know this person?" I recognized the name and company. Although I didn't know much, I did know that she was part of a larger franchise and had recently upgraded her office as her business was growing well. My answer to this question would be a seed and I knew it. Would I say that she was an average company and that I'm way better, in hopes that he would hire me to clean his office? Or would I say share what I knew and find a way to edify her? If you know me at all, I don't even think like the first option. I edified her success and then asked why. Doug told me that she was his cleaner for their home. There wasn't anything else to say. I just said, "That's great! I hope she keeps doing a great job." It was a great meeting, for sure!
I also worked hard on my proposal for Sammy's Bullfrog Cafe with my recommendations for daily, weekly, biweekly, and monthly presentation cleaning. Then I introduced Jim Hardy to the owners for a potential package deal to get all the cleaning done. I heard back from Kayla the next day and she was very grateful for the introduction to Jim and she was going to read the proposal and thanked me again. To wrap up the week. I attended a play that my kids were in at church. There was a couple behind me that I didn't recognize, so I introduced myself. He wanted my cleaning card and, OF COURSE, I had one. That's a huge tip! It turns out that the husband is the CEO of a local charity. We're going to get together for breakfast soon. You just never know!
Past Show Mention - "My Name is Kevin LaCombe"
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The Smart Cleaning School Podcast helps cleaning business owners from start-up to the struggling solo to the striving seven-figure get SMARTER in their businesses, reshape their mindset, increase productivity, clear the overwhelm, and get clarity through SMART goal-setting & personal accountability. Ken Carfagno is a lifetime learner and teacher. His mission is to help visionaries make the impact they were meant to make.