On the Road

Midwest Window Cleaning Conference

Another MWCC is done, and as usual, it was a big hit with attendees. Several have already expressed a desire to come back for next year’s event. If you weren’t with us, here’s a quick recap.

The big hit of the day was the keynote address “Getting Out of the Bucket” with Curt Kempton. Curt gave an incredible presentation; I personally found it to be the best discussion I’ve ever heard given at any event. After that, we had a small business panel discussion with Curt, Josh Cronin, and myself.  It was driven by questions from the attendees and allowed all to examine the pros and cons of three different types of small business models.

We then broke for a catered barbecue lunch and more networking. After this, we went out to the courtyard of the hotel for WFP and screen cleaner demos. There was occasional rain through the day, so unfortunately we weren’t able to do the scratch demo or sectional ladder demos.
Despite the setbacks, everyone had a great time. Several pure water systems were on hand as well as WFP poles and a couple different work van setups for all to examine.

I’d like to express my deep appreciation for our fabulous sponsors – WCR, Unger, Glass Renu, AquaDapter, Flip Fast, Titan Labs, and Screen Mouse.

I would also like to thank Curt Kempton for putting on a fabulous presentation, and Josh Cronin for his part on the business panel and for demonstrating the new IPC screen cleaner.

By Tony Evans
A New View Window Cleaning
Washington, Iowa

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Safely Using Razors

One of the most dangerous tools we use as window cleaners is the humble razor blade. While being an indispensable part of our tool kit, they can inflict serious and potentially life-threatening injuries. Being aware of the danger sometimes isn’t enough. What can we do to minimize the risk?

Slow Down!

Perhaps the best way to safely use razors is to make sure we take our time while using them. Often, as window cleaners, we are driven by an hourly goal. While that in itself is admirable, there are times where we must put that mind-set in check, and while using blades is one of those times. Often we find ourselves almost in autopilot – wet the glass, squeegee, detail, and repeat. Once the razor comes out the autopilot should go off.

Don’t Forget the Cover

Every razor comes with a cover or other means for keeping the blade safely hidden. There are also a variety of holsters and holders that offer the same protection. A possible exception might be those 1 ½” blades some window cleaners use for touch ups. In the old days, a cleaner might use the Van Gogh carrying method (small blade held behind the ear) or even holding those small blades in their mouth. There is no reason to use these methods, especially

since there are many different styles of magnetic holders out there for these blades. Whatever blade you use, make sure that when it’s not in use, it is covered in some manner.

Changing Out Blades

When talking about the dangers involved, we can’t forget the most dangerous action – changing the blades. This is the time when all the cutting edges of the blade are completely exposed. Never change the blade when up on a ladder! Always make sure you have your full attention on what you are doing and your feet securely on the ground when it’s time to change your razor blade.

“They Call Me Lefty”

These may seem like simple tips that should be common sense, but how many high school shop teachers do you know that are missing fingers and have the nickname “Lefty”?  Common sense may not be so common at times – hen we rush, it can have dire consequences.

By Tony Evans
A New View Window Cleaning
Washington, Iowa

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Manufacturer Spotlight

WCBOMAG:  Please give us a little back ground on your company.  When did you start it and why?

ALEX GARDINER:  Just over a decade ago, we introduced WFP to our commercial window cleaning firm and rapidly realized the benefits. By 2004, I had started, on a private basis, supplying other local window cleaners with specialist hose and fittings – at this time ‘Microbore’ was not commercially available, so I had a pallet load made up for our own private use  However, others soon realized the benefits of a smaller bore hose and starting buying it from us. By 2005, the level of phone calls I was dealing with in giving advice etc, was getting too much to handle on my own, so my younger sister (Kirsty, our CEO) who was at that time, and a freelance computer consultant to local government, had some spare time, and asked how I felt about her trying to turn it into a business. Why we started it was we saw a real need for a firm supplying well-priced goods that would actually save the average window cleaner time and money.

WCBOMAG:  Were you a window cleaner first?

ALEX GARDINER:  Yes, I have window cleaned from the age of sixteen, starting work with my father’s window cleaning firm in 1985. Kirsty, our CEO, also did a few years (1987-1991) as a window cleaner with our firm, before going into the computer and software industry.

WCBOMAG:  That’s great.  What is the size of your operation?

ALEX GARDINER:  We currently have four company directors and eight direct employees. We regularly ship to about twenty different countries and now have twelve international distributors.

WCBOMAG:  What’s your daily routine? What time do you wake? What do you first and last?

ALEX GARDINER:  7.00 am wake up, make breakfast for my wife and then get the younger kids ready for school. Computer gets switched on in my home office at about 7.15 am and stays on all day usually until about 9 PM. Last job of the day is to prioritize any unread e-mails ready for the next day -  I do not have a portable e-mail device, as when I am out, I like to be properly out!  The last thing I do at night is put the cat in the kitchen and switch the light out!

WCBOMAG:  Wow, that’s a long day!  Where do you manufacturer your poles?

ALEX GARDINER:  A difficult question to answer, due to the variety of components needed to assemble these items.  Parts for these items are sourced from eight different suppliers in three different countries (UK, Japan and China). The majority of components are supplied from the UK, with the carbon fibre from Japan and other components from China.

WCBOMAG:  Cool.  What is your best selling product?

ALEX GARDINER:  According to our sales software – EZ-snap male connector.

WCBOMAG:  How do you come up with ideas for new products?

ALEX GARDINER:  Usually by working on the job and deciding that something could be done better or faster or lighter. Sometimes it is due to the constant nagging of clients who want a solution to a problem.

WCBOMAG:  It’s hard to picture you cleaning windows, but it’s great to hear that your so hands on with all of your products and prototypes.  What’s the process and the lead time it takes to come up with a product? How long does it typically take to bring a product from idea – to market?

ALEX GARDINER:  I will come up with an idea, usually based on my own work needs or those of trusted clients.  I will then produce some drawings which will give me the basis for working out the production process.  The next stage is to find a company who can produce the item for us.  This often will need new tooling manufacturing – our new Radius-Sill brush needed not only new injection moulding tooling, but also new tooling manufacturing for the robotic bristle inserting machine to allow it to accurately hold the unique shape brush stock.  Tooling is designed and cost-appraised.  If I manage to get approval from accounts for spending this (they do have to rein me in sometimes), then we proceed with tooling and prototype production, which then allows us to proceed to the next step, which is field-testing the item. This has to be the most important stage as if the product does not work properly, there is no point in selling it. I always test the items myself, as it is impossible (in my opinion) to work entirely from third-party testing. There is no substitute to getting out and working with a product for a whole day’s work to know if it is good.  When you start instinctively reaching for a new product, you know you have got it right.  I also have several workers in my cleaning firm whose opinions and testing is invaluable to me.  When I need further testing, I have a small but knowledgeable team of clients who are able to give excellent product evaluation.  Once the product has been tested and any changes made and re-produced, we then go to booking in a production run which can take anywhere from one to three months. Most significant new products take between one to two years to reach the shelves from an initial idea – Xtreme was eighteen months, the Radius-Sill brush was thirty months, the Super-Lite carbon gooseneck was eight months, and the SLX clamps were fourteen months.

WCBOMAG:  Do you personally test each pole?

ALEX GARDINER:  Not each pole that comes off the production line!  I do work with all poles during development, though, if not each size in the range. For instance I have never worked with the CLX27 as at this height I like the rigidity of pure carbon. All of our window cleaning vans are completely kitted out with our own poles and brushes. My own van has all of the latest prototypes in it and test items. I rarely work with standard items after their release as by this time I am usually working with future products. The exception to this is the Xtreme range of poles we have in the van as these are standard off the shelf items.

WCBOMAG:  What do you enjoy most about being in this business?

ALEX GARDINER:  I like cleaning windows – there is something very direct and simple about this. I get great satisfaction making the life of the average window cleaner (including me) a whole lot faster and easier. My design ethos is to keep it light, keep it simple and keep it as easy as possible.  I also enjoy being able to work with my family – my wife, sister and father are fellow directors.  My eldest daughter has worked for the company for five years now and we have just had another of my daughters leave school and start working in the firm.  Being able to have a ‘family’ type environment really helps keep us properly grounded in the workplace.

WCBOMAG:  Do you clean the windows in your own house?

ALEX GARDINER:  Not anymore, as my wife was fed up waiting for me to clean them!  I have a window cleaner who does them once a month for us. I do occasionally have to do the insides or the tricky roof-lights.  As any window cleaner will know, there is something very demoralizing about cleaning your own windows for no money!

WCBOMAG:  When was the last time you cleaned a window?

ALEX GARDINER:  Yesterday morning!  I still window clean on average one day a week. This helps maintain our window cleaning company and also gives me the valuable work time needed for testing new products and items.

WCBOMAG:  That’s great!  What do you do in your free time?  Hobbies?  Family?

ALEX GARDINER:  Free time! I don’t get a lot of that, but we do schedule a proper family holiday each year. I have five children living at home (ages five to twenty-one) so this keeps me fairly busy doing school runs, packed lunches etc.  I do try and keep a good work/home balance which is helped by the fact that our warehouse and office are just 1/4 of a mile down the road from my house.  I also spend a good amount of time in religious activities, and this is very important to me. I do not currently have any hobbies as family, work and worship take all my time. Before I had a family and business, I was a keen golfer (keen, but not great!), a prolific photographer and restored classic cars.

WCBOMAG:  Classic cars; that’s neat.  What’s the coolest car you had the opportunity to restore?

ALEX GARDINER:  For me the coolest car I bought and restored was a 1975 Fiat Spider that I imported from Long Beach, California and then stripped down to bare-shell before rebuilding, bolt-by-bolt. I owned this for about three years before selling it to a guy who worked in Parliament in London.

WCBOMAG:  Do you travel much for work?

ALEX GARDINER:  I try not to – I have always thought travelling time is wasted time when it comes to a working day. In fact, I do not think that I have had to go further than eighty miles to set-up and run the entire business. We do get quite a few visitors from overseas to us, though, which is a good way of keeping in touch with clients and supporting businesses.

WCBOMAG:  Have you ever been over to the states?

ALEX GARDINER:  I have been to the States about twelve years ago for a holiday staying and traveling with friends.  I got to see a lot of the country and also my first sight of WFP, although I did not take a lot of notice at the time.

WCBOMAG:  Are there any new exciting products coming down the pipeline?

ALEX GARDINER:  Yes. We are very excited about the new ‘Radius-Sill’ brush we are about to release; we see this becoming the ‘go to’ brush for the majority of window cleaners. It is a brush that offers great ‘all-round’ cleaning, but still thinks it is a lightweight ordinary brush in its feel – the best of both worlds. We also have several other products in production which will see release later this year.

WCBOMAG:  Are you a Mac or PC guy? What does your office run?

ALEX GARDINER:  I stick with PCs as does the entire office – our CEO does have an iPad, though, just to be different. I wish I was cool enough to be a ‘Mac guy’, but I’m not!

WCBOMAG:  [laughs]  What’s your favorite TV show?

ALEX GARDINER:  I tend to prefer factual programs such as Dragon’s Den, The Apprentice or property shows – although I do enjoy comedies such as ‘The Middle’ and ‘Frasier.’

WCBOMAG:  What do you see as the main differences between the European and American window cleaning markets?

ALEX GARDINER:  For the domestic market, the main difference is frequency and the issues this brings up. In the UK, most householders who have a window cleaner like to see them once a month, with some only once every two months. This means that the windows and frames never get too dirty and they keep the benefits of having their windows cleaned. This approach give great stability in work-rounds and also reduces the ‘per clean’ cost as well as time on the job. In the US (as far as I have assessed), the clean frequency is nearer once every six months and when they are cleaned, the householder wants everything cleaned – inside, outside, fly screens (do not have these in the UK), etc. This means the time on the job is much longer and the clean value is a lot higher. Which is best? Personally I think that more regular cleaning offers a more stable business platform and the householder also enjoys cleaner glass more of the time.

WCBOMAG:  Which market appears to be growing faster?

ALEX GARDINER:  The UK market has been the fastest growing market over the last ten years (Mainland Europe is still very much just starting out and certainly well behind the US). I live in a small rural English town of about 50,000 and yet there must be at least thirty water-fed pole window cleaners operating in the area. I am starting to see signs with our business that the US market is about to start ‘heating’ up with WFP becoming more widely used. Of course, once the US market has started to grow, it will very quickly outstrip the UK – this has still not happened, but could easily within the next two years.

WCBOMAG:  Well Alex, it’s been a pleasure.  Thank you for your time today.

ALEX GARDINER:  Thank you.

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On the Spot

Chris:  What’s the name of your window cleaning company?

Larry:  Best Window Cleaning Service.

Chris:  What types of services do you offer?

Larry:  Residential and commercial window cleaning, post-construction clean-up, roof-gutter cleaning, and I’m looking to expand into pressure-washing.

Chris:  How are you going to do that?

Larry:  I’m going to take some of the knowledge I’ve learned today and this weekend here at NOLA and just do it.  I’ve heard Charly Caldwell twice this week and my head is still spinning – it’s just incredible the way that these speakers are able to convey their messages.  They’ve got the world really thinking on how they can improve their businesses.

Chris:  What makes Larry tick on the WCR forum?

Larry:  I enjoy looking at posts and questions.  I think in a different way than others, and I just kind of react to it.

Chris:  Sure, why not?  Some people take Larry the wrong way.  I completely understand Larry and get every bit of his humor.  How come you think a lot of people don’t?

Larry:  I probably come off as an ass****….  Am I allowed to say that?

Chris:  Some people think that you may even be fake or a character, what do you say to those people?

Larry:  Would a punch to your gut prove anything?

Chris:  If you want to hurt your hand, go ahead.

*smack*

Curt Kempton:  [laughs] Not my gut….

Chris: [laughs]

Larry: [laughs]  I’ve appeared in public before, so I don’t think there’s any doubt that I exist, and certainly my wife, Jerry, can verify that I’m a living, breathing ass**** as well.

Chris:  Good.  I have the stomach of a jellyfish, anyway, so don’t worry about it.

Chris:  You tend to answer people’s questions with another question, what’s the theory behind that?

Larry:  I think everyone has the ability to continue their own discussion and think for themselves and dig a little bit deeper, and I’ve found success in the past with asking direct reports when I was in the computer industry – pretty much as a means of developing them as an employee and building their self confidence. They can answer their own questions, so it makes sense to lead them into that path.

Curt Kempton:  Now ironically, that thought process of getting people to raise that bar has gotten you kicked off of countless forums – do you have a forum count yet of how many forums [you’ve been kicked off]?  [laughs]

Larry:  Um…is it three?

Curt Kempton:  [nods yes]

Larry:  Okay.

Chris:  So how come you decided to leave the undoubtedly mediocre-paying computer industry for window cleaning?

Larry:  I got paid a decent salary but I was working 100-120 hours a week.

Chris:  Damn…that’s a lot of hours.

Larry:  I got burnt out, and my family deserves more.  So hopefully with ResponsiBid I can spend more time with my family.

Chris:  Now, have you actually purchased ResponsiBid yet, or are you just doing fictitious plugs for Curt?

Curt Kempton:  [laughs]

Larry:  No, I’ve previewed the product.  I think it’s an extremely valuable and helpful tool.  I don’t have the web presence right now but when I’m at that point, it’ll be on my site.

Chris:  Good.  Anything else you’d like to share with the WCR community today, Larry?

Larry:  Well, the next opportunity for anyone on the forum to join a networking event that involves WCRA or WCR, take advantage of it.  You’re going to improve your business.

Chris:  Does the camera in fact add ten pounds?  Most people tell me I look less chubby in person.

Larry:  No comment.

Chris:  Thank you Larry, I appreciate it.

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Liens- The good, the bad and the ugly

The subject of liens seems to come up quite often amongst window cleaners.  In my former line of work, my company dealt with liens on a daily basis several times a day. Therefore, I thought that I would share my two decades of experience with all of you and try giving you a deeper understanding about liens and answer any questions you may have.

Before I start, I must bless you with a disclaimer: I am not providing legal advice nor is WCBO Magazine.  Any deadlines mentioned in this article are based on my experiences in California. You can check with your own state to determine what your particular requirements are for your state.

What is a lien?

A mechanic’s lien is a security interest in the title to property for the benefit of those who have supplied labor or materials that improve the property. The lien exists for both real property and personal property. In the realm of real property, it is called by various names, including -  generically – construction lien. It is also called a material man’s lien or supplier’s lien when referring to those supplying materials, and a laborer’s lien when referring to those supplying labor.

What can a lien do for me?

Without the mechanic’s lien, the contractor/property owner would have a limited number of options to enforce payment of the amounts owed. Furthermore, there is usually a long list of claimants on any failed project. The statutory lien scheme was created to avoid the specter of various trades, material men and suppliers attempting to remove the improvements they have made, and to maintain a degree of equality between the various lienors on a project. Without it, Trades person A may try to “race” Supplier B to the courthouse, the project site, or the construction lender to obtain payment. Most lien statutes instead mandate strict compliance with the formalized process they create in return for the timely resolution and balancing of claims between all parties involved – both owners and lien claimants.

How can I file a lien?

The first thing you must do is file a “Preliminary Notice of Lien.” What this does is notify all persons and entities that have a financial interest in the property that you are performing work on their property and that you are prepared to exercise your lien rights. This does not mean that you will lien the property, merely that you are willing to exercise your rights. In most states, this notice must be filed within 20 days of the first day of starting work. A copy of the preliminary notice must be sent to all parties who hold interest in the property. It is generally a good idea to send the notice via certified mail so that you have a proof of service.

If you have not been paid on a job for one reason or another, you may file a lien with your local County Recorder’s Office. When you fill out that paperwork, you are required to provide to a copy of your preliminary notice with your lien. If you do not have both the notice and proof of service, you may not file the lien. There is a nominal charge for filing the lien, usually about $50.

What happens after I file the lien?

In most instances, the parties that have not paid you will come to the table to discuss a resolution to your situation and try to settle the lien. This is especially true if there is a lender on the project.

I am on a construction job, and the contractor is asking me for “Lien Releases.” What are they and am I giving up my rights?
Contractors are required to get “lien releases” from all the subcontractors and suppliers on the job site in order for him/her to get paid. The contractor will ask you for one of four different lien releases.

They are as follows:

Conditional Release Upon Progress (AKA #1) – When you fill out this release, you have spaces for you to put your company name as well as how much money you are owed up to the date of that release. When the lender gets that release, they will issue a joint check to both you and the contractor for the amount you have indicated on the release.

Unconditional Release Upon Progress (AKA #2) – This release states to the lender that you have been paid the amount indicated in the latest progressive release and you are unconditionally releasing your claim to that portion of your contract.

Conditional Release Upon Final Payment (AKA #3) – This release states that you are requesting the final payment on the job, and that you are conditionally releasing all your rights on the job, provided that you get paid “XXX” dollars.

Unconditional Release Upon Final Payment (AKA #4) – This release states that you have been paid all of the monies you are owed on the job, and you are releasing all of your lien rights to that property. NOTE: DO NOT give this release to the contractor unless you are absolutely satisfied that you have been paid all the money that you are owed. Withholding this release is your ONLY weapon in fight over final payment. I usually wait until 30 days after I have been paid before I will send this release out (just in case the check bounces or someone puts a stop payment on the check).

Where can I find the paperwork that you have mentioned above?
Most of the paperwork that I have mentioned can be found at your local stationary supply store or online.

Conclusion

I have given you a brief overview of what lien and lien releases are. Now let’s have a frank discussion about using liens.

Your best bet is not to file a lien! Liens will cost you both time and money and can be circumvented by an astute party. For example, if you file a lien on a homeowner, and they don’t have a currently active home improvement loan that they are drawing from, they can simply ignore the lien and deal with it when it comes time to sell or refinance the property. That time may never come.

If you are on a construction project where the property owner is financing his own construction, and you file a lien, he can simply obtain a lien bond, and bond around your lien to finalize the project. Eventually the bond will come due and the bonding company will tell the property owner to satisfy you, or pay for another bond. The property owner can do this three times before the bonding company will pay the lien and keep the property owner’s money. Therefore, you will be waiting three years for your money.

Also, filing a lien is just the first step in claiming your rights to the property. Within a certain amount of time, usually 90 days, you must “perfect” the lien. This means that you must obtain a judgment from the courts. The law requires this so that people won’t unjustly file liens in an effort to extort money from people. This will cost you more money and time.

I am not saying that you should never file a lien. What I am saying is that you must take some serious thought before you do, based on the information I have given you. In other words, if you are on a typical residential job for a few hundred dollars, it may end up costing you more in time, money and stress that what it is worth. However, if you are on a larger job, you may decide the time and money spent is well worth the effort. If you do find yourself on a bigger job, and you have any doubt whatsoever that you will get paid in full, then by all means, file a preliminary notice. Sometimes, this lets the property owner know that you are savvy enough to at least protect your rights.

I hope that this has answered some questions for you regarding liens. Know this; sometimes just being armed with information will make you victorious in negotiations.

By Brett Bailey
Bailey’s Window Cleaning
Yucaipa, CA

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Property Managers and Real Estate Agents

Dealing with property management agents and agencies that maintain and look after properties whilst the customer is away is a double-edged sword. As I’ve found out over several years or so, working with and alongside these people is no easy feat.

Sometimes they are not at fault for calling you at one minute to midnight, the house or villa owners sometimes only let them know the day of their arrival or a couple of days before. Other times, the agencies are so badly managed it’s the office agency staff at fault for not ringing you up earlier. It’s no fun to perform an emergency window clean sometimes late in the evening. So is it worth nurturing a relationship with these people?

Your bank account says yes, although getting the payments, hourly rates or window count agreed on is probably best decided before entering into a relationship with them.

When the ground rules are not laid out before, you may find yourself getting into arguments with them after the job is completed and severing ties is the only option. No matter how many last minute favors you have performed or how close you are with them, this won’t matter when the payment is due. Get your agreements before the jobs are performed even ringing them from the job site if you have to and agreeing a price before you pick up that squeegee or water fed pole.

You will end up working alongside their domestic cleaners, maintenance men and gardeners. Some agencies will just send you in there with a house alarm code and a set of keys, or sometimes you are met by the household employed cleaner doing her very minimum to extract a wage. Don’t think that because the other company is responsible for the property that you can relax your own company rules or treat a house any less than if you were dealing directly with the property owner. And don’t go slacking because their employees do! I’m just amazed at some of the cleaners work ethics – and don’t even think of reporting this, it’s not your problem.

One of the major setbacks I’ve come across is the distinct lack of planning or employee brain cells. It’s no fun working amongst a team of minimum wage cleaners who have no plan of action and usually just have a job list to get through, with no thought of anyone working around them. What am I talking about? The whole twenty set of plate glass windows with a wooden deck with an out of this world view being power washed just after you’ve completed. These details will not be sorted out by the company – it’s your job to do that for them unless you want to be working till midnight and have an alarm code to be set before dropping off the house keys at some distant post box on your way home. And another note, agency workers don’t know that your water is slightly different than faucet water and they will happily spray the windows you have just water fed poled!

Communication is the key to working with these people, set the rules yourself before undertaking any work and in some cases preset the payment time. The favorite trick is for them to say “we can’t pay you, until they have paid us.” Don’t give in on this one, you are dealing directly with them, not the client. Another phrase may be “the owners have to check the windows before paying you,” and who knows what’s spoiled the windows between you checking out and other cleaners deciding to have a go themselves or mopping up to plate glass windows leaving that tell-tale trail of smudge.

Once you know what you are dealing with, have set the ground rules and decide to merge your services – what next? Keep them informed! If you know you have big jobs on certain days of the month, let them know – they can actually work around you and not the other way around. I’ve trained some of property management agents to sit and beg. Not to abuse their trust in you, but you have to let them know that you run a business as well and are not just sitting around waiting for their phone call.

Extract as much property information from them as you can. Problem windows, problem blinds, sticky doors, gate entrances that don’t function and don’t forget, with key in hand you are responsible for that property – so find out who else may be there when you at the property and undertaking your work. Contractors sneaking in whilst your back is turned could be a problem. Meal breaks may be a problem also if you break off, only to find the cleaners have moved on to another property whilst you were finishing that last mug of coffee with all your equipment trapped inside.

Many of the management companies rely on cheap workers to try and complete the job with profit over workmanship being their main concern. It’s no fun to see your pristine windows sitting side by side with their smeared Windexed windows. I’ve found in a low economy, that many keep themselves short staffed and will gladly pay out to get a professional in knowing that the job will be immaculate. I would also give them two prices once you are invited in, one for the whole house clean and another for selected windows that they know their workers wouldn’t be able to manage. This is why they usually call you in the first place! If you have an idea on their pricing/hourly wage, they will usually spend up to 50% more knowing that the job will be done properly and not hoping that one of their staff won’t fall off a set of steps (or a chair in most cases) and break their neck. You may even mention this when you give your price.
What’s to stop them using another window cleaning company? Once you show them the quality of your work and the organization you put in to helping them – they will rarely stray. Every now and then you can throw them a price break if they just want a few windows glowing for a film shoot or perhaps a photo taken for the real estate agents (in many a case that could be themselves). Going to extra lengths to keep them happy could result in you taking over most of their work on a regular basis. Sometimes they will want a price break for the amount of work they give you – that’s totally up to you, but if you are busy, this could revalue your relationship to the awful working conditions. Another problem is if the company loses the client, you will too, unless you are quick off the mark, find out and post one of your leaflets through the property door. You will usually find these are trashed fairly quickly by the new property management company. I personally have broken ties with some property managers, some tend to get greedy, and others take you for granted. I also never like to put all my eggs in one basket.

By Karl Robinson
robinson-solutions.blogspot.com

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Ask AC

AC, I am venturing into commercial work and have noticed that having workers compensation insurance is a must. The cost associated with this is hard to swallow. I know I need to make this move to grow my business, but I need some help wrapping my mind around the positives this will bring. Can you help?”

David Washingstein
Fredericksburg, Texas

David,

Making the commitment to grow your company takes a lot of guts, determination and positive thinking! As you grow you encounter costs associated with stepping up your game. It is important to take these new costs and evaluate how you can make them work for you.

One, Does this additional expense give you a competitive advantage in your marketplace / territory?  If you have a pool of 20 competitors, who else has workers comp? If it is five then you just rose into the top 25% of the cleaning companies in your area. Adjust the type of jobs you pursue and cater to the clients that require this insurance.

Two, How can you market that advantage and communicate that advantage effectively to your customers? Exploit the fact that a small group of contractors in your area have workers comp. Add this to your advertising. Spell out how workers comp protects the customer. Communicate effectively that compliance costs money and the reason you are slightly more expensive is that you obey the law.

Three, Can you track your success based on this added expense evaluating your ability to capitalize on it? This, as well as any other changes you implement in your company should be tracked. Create a spreadsheet tracking your advertising, quotes, proposals and contracts. Ask customers if you having workers comp played into their decision making process. After some time your results will begin to flesh out, you will see if adding this expense paid off or not.

Workers Compensation Insurance requirements vary from State to State.  Please check with your local Department of Business and Professional Regulation to make sure you are meeting your States workers comp code.

Thanks,

AC Lockyer

AC Lockyer is the inventor of the Mallard System, winner of two Florida 100 Awards and the Central Florida Up and Comers Award. AC now operates Professional Business Guide a business consulting company.  AC’s web site is www.ProBizGuide.com

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Swiss Army Knives and Smartphones

Do you remember the pocketknife that had everything from a screwdriver, can-opener, knife blade, bottle opener, corkscrew scissors, etc?  Some even came with a spoon and fork. Famously known as Swiss Army Knives, most people will have owned one sometime in their lives. The genius behind the multi-purpose pocket knife was Karl Eisner of Switzerland, and he invented it for the soldiers fighting on the frontline in 1891. The original knife only had three tools: a screwdriver, required for the soldier’s gun mounts; a can opener, for their tinned food; and a blade used for everything else. Today, we can see the advancement from the original three blades to the modern standard of five. Some pocket knives can have an excess of 20 blades.  They are also made for specific industries, too, i.e. medical, building, fishing, farming -  the list goes on.

In this technological and scientific age, they’re even made with a built-in USB memory stick, an MP3 digital music player, a digital clock with alarm, a thermometer, a barometer and a digital altimeter. From its humble origins, the pocketknife has been flexible enough to allow additional new functions and blades to be added that suit our modern daily requirements. Now you’re probably wondering what on earth a pocketknife has to do with a smart phone. It’s the portability, flexibility, and multi-purpose functionality that bind the two innovations together. The smart phone will fit in your hand and in your pocket,can be used anywhere, and is built with an abundance of standard functions like a clock, alarm, calendar, calculator, music player as well as the important cell phone and text messaging services. Despite this, there is always something you will need that is missing! Thankfully, most mobile phone manufacturers have created their own ‘App Store’ that allows you to search and download ‘apps’ (mini-applications) suitable to your requirements.

So no matter what business or industry you are in, you will find a large number of ‘apps’ to suit your needs. A great ‘app’ that window cleaners should have is a database. Databases are very simple to set-up and allow you to keep track of your customer’s details. This could be names, addresses, phone numbers and e-mail addresses. You can add or edit customers’ details whilst on-site. You can also create a mileage database to keep track of your mileage and fuel expenses. There are a number of database ‘apps’ that allow you to make unlimited databases and they’re all stored on your smart phone for easy access. Spreadsheet ‘apps’ are great for keeping an eye on accounts of customer payments and debts and are also flexible enough to work out your daily, weekly, and monthly earnings. There are schedule ‘apps’ that can help with the organization and running of your business. Knowing what your work colleagues are up to is always an advantage in any organization. A calendar with reminders is always helpful for future jobs, as well as birthdays and anniversaries. Many of us have to do quotes for potential customers so it’s always handy to have a calculator and a unit converter, simply to ensure the job is priced correctly. There are even ‘apps’ that allow you take to credit card payments through your smart phone. When customers have run out of loose change, you can persuade them to pay up-front for the next couple of cleans as well. Every little bit helps in business, and it saves chasing the debt, too. ‘Apps’ are even available for mobile banking – so no more bank queues!

There are ‘apps’ that report traffic jams and weather conditions. A SatNav ‘app’ on a smart phone means you don’t need to carry around two devices anymore. Dictaphones are handy gadgets, and with a smart phone you have one at your fingertips. Many apps are free, but the more specialised an app is, the more you will have to pay. But it’s not all work and no play with apps. How many times have we all been asked ‘What was the name of that actor?’ or ‘What was the year that song came out?’ or ‘Who wrote that novel?’ or even ‘What is the number of the local DIY store?’ With a smart phone on the Internet you can get the answer in seconds and feel proud of your achievement. Now we even have apps that can tell you where the nearest restaurant is and what’s on the menu. Fancy a takeaway? Takeaways have their own apps so you can view the menu, make your order, pay by credit card and await delivery. They even tell you how long they will be and how close the delivery driver is to you. It’s a beautiful evening out, the stars are shining in the sky, but what is the name of the star you are staring at? There’s an app for that. See the plane flying overhead? Yes, there’s an app that will tell you where it’s going, how many passengers are on board, and who owns the plane.

Need a taxi?  Yes, you guessed it – there’s an app for that, too! There’s a great movie on the box tonight and I’m stuck on a train that’s arriving late – no problem, I have an app that will start my recorder at home at the exact time the movie starts. There are medical apps for first aid as well as for every medical condition and prescription drug created. There are apps for referencing when studying and researching, dictionaries and thesauruses for every conceivable language, and language converters that speak the language as you type, which are brilliant for foreign holidays when you’re stuck for words. The list is endless and a bit overwhelming at first,but they are there.. So in this aspect, smart phones are very similar to Swiss Army Knives – as long as they are portable, flexible and multi-purpose in functionality, we will always have a need for them both.

By John Henderson
www.acacia-technologies.co.uk

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Photoshop 101

Bottom line.. Photoshop rocks!!  It can be the best investment you may ever make in your life as an entrepreneur.. or the worst if you don’t put the time and effort needed into learning all of the amazing features it has to offer.  Photoshop can completely transform your company if utilized correctly.  Just looking to figure out how to edit those awesome templates from WCR?  No problem!  We’re going to give you a few tips on how to get started.

In a recent poll from window cleaning resource .com we found out that 22.50% of voters that participated owned Photoshop, but had no idea how to use it!

Layers, Layers and More Layers!!

Photoshop is all about the Layers Palette so we’ll start there…

Go to Window/Layers to make the Layers Palette visible.

Each item you see here is its own layer.  Only one layer can be selected at a time, and all modifications that you make in Photoshop only happen to the layer you are on.

Each layer has two boxes to the left that indicate if the layer is visible, selected, or linked. By clicking on the “eye” icon, you can hide the layer. Re-clicking on that box will make the layer visible again.

The order in which you are viewing the layers, from top to bottom, is the order in which they will appear in your image, front to back.  The layers at the top are going to appear on top of other layers.  Keep this in mind when creating new layers.

Layers can be dragged and dropped so one is above another. This excludes the background, which is locked, and cannot be moved unless it is redefined as a layer itself. This is done by double-clicking on it.

When a layer is locked a picture of a lock will appear on the right hand side.  To unlock the background you can double click it.  You can lock or unlock any other image by clicking that layer and then clicking the lock pictured above.

The Type Tool!

When you’re editing one of the WCR mailers, you’ll be changing a lot of the text, here’s how.

In your tools palette on the left hand side you’ll have an icon of  a T (shown above).  This is the Type Tool.  It’s super simple.  Just click the layer of text you would like to edit, click the Type Tool “T” and start typing!  As soon as you hit the Type Tool a tool bar will appear up top which will allow you to change the font style, font size, alignment and more!  To change the color of the font, highlight the text that you are working on by clicking and dragging your mouse over the text you’d like to change.  Once it’s selected double click the foreground color box in the tool bar on the left.  Enter the color code or just pick whatever color you’d like!

Be on the look out for more Photoshop tutorials in the next few issues!

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Outsourcing Telemarketing

Here in the UK, the cleaning industry operates in a variety of forms. From the large national outfits to regional enterprises, each has its preferential client base and perhaps, niche market. At the regional level, and more aptly, the local market, businesses range from medium-sized groups through to the heart of British enterprise – the man with the van.

For the larger companies, telemarketing has become part and parcel of the business model and many have their own dedicated marketing teams employed, in-house by the company or group.  While the man with the van would probably relish the thought of a steady flow of new contracts on tap, in reality, without serious investment in the business, it is likely that the van or they themselves would eventually conk out. The ambitious individual could always recklessly invest everything in the company without considering the consequences, lose everything and then gain a leading role with one of the world banks – but that’s another story!

For the small or smallish businesses wishing to steadily grow, outsourced telemarketing may well provide a solution. Outsourcing assists the companies wishing to move away from domestic contracts and expand into the commercial market, or for those wishing to expand their existing client base into new territories. Outsourcing for the domestic market is a possibility via the telephone – however, data for domestic can be very expensive.

To many of these companies, the use of telesales as a marketing tool is something of a new concept, but is one that is becoming more popular and accepted. For those unsure of its worth, outsourcing offers a low commitment service – many of our clients initially start with a trial of a few hours in order to test the waters. This permits them to get a feel for the service without a major investment.
Companies using outsourced services remain in control – they can pick and choose the hours required and areas targeted. This is especially important for companies wishing for a steady growth rate and not falling in to the “run before you can walk” scenario.
There are some important factors that may need to be considered before approaching outsourcing services. One of the first questions a new client often asks us is “What’s the success rate?”  This is a big unknown, and although this may be a UK phenomenon, we have found that success is very dependent upon area, based on the local economy and how saturated the market is within the region. This is one of the reasons for initially effecting a trial.

Another factor to be considered is the fact that people do not generally like change. If a company has been using Billy the Brush or Willie the Wipe for the last fifteen years and they are happy with their performance, a discounted service will not normally sway the decision-maker – it’s a loyalty thing!

All in all, for prospective clients unsure if the service is right for them, we feel that they should talk to people who have used a similar service for promoting their cleaning business.

By Kate Baker
www.canvassers4cleaners.co.uk

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