One small change, one big headache…

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by Tom Watson on May 10, 2015

I’m a real big fan of “being consistent”. In other words, I try real hard to find a plan that works, then I STICK TO THE PLAN.

This keeps my headaches to a minimum, which is my goal as a business owner. I want to enjoy life, and not give myself more work than I have to! I’ve always been that way.

One way this works to my advantage in the cleaning business is by finding a set of products that the customer likes, then never deviating from them. For instance, I have had several customers that are very particular about what brand of C-fold towels I supply them with. Once I find a brand they like, I KEEP BUYING THAT BRAND. It just makes sense. Keep the customer happy!

Some customers worry about other products as well. I’ve had them complain about what the floor cleaner smells like. Some want a bleach smell (they say it tells them it’s REALLY CLEAN), while others want everything to smell like lemon. Some like certain soap, and some like a particular brand of tissue paper.

This may sound crazy but many customers request certain color trash liners. One customer may want clear while another one wants black. I don’t ask why anymore, I just say “OK, whatever you want”. This makes them happy, and if they are happy then life is great.

Now to be honest, most accounts don’t’ really care what I use. I never hear a peep on the subject. It’s only a small percentage that I need to jump through hoops for. So when I decided to make a change in toilet paper at this one office, I didn’t think it would be a big deal, as they never complained before about anything!

BOY WAS I WRONG. It turns out the toilet paper I switched to, which was a slightly cheaper grade, would fall apart rather easily. I won’t go into a more detail on the specifics, but I don’t think I’ve ever had more complaints about a product in my life. My employee called the very day the new toilet paper went into use and said “the staff are seriously unhappy”.

I also had multiple phones calls and even an email that addressed the situation. Needless to say, I went straight out and bought the old stuff and delivered it the next day. This made everyone very happy. I still get teased about it from time to time. So the moral of todays post is pretty simple. Think twice before changing the toilet paper!

{ 2 comments… read them below or add one }

1 Patricia Juarez May 10, 2015 at 1:09 pm

Great because everything is to make are customers happy you have to go throw different experience with what the customers like and ask what they thing with the products we are using and what products they lake thank you because that how I see my acc

2 Tom Watson May 10, 2015 at 4:16 pm

Thanks for commenting Patricia!

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