Hey Steve,
Everyone always talks about setting up “systems and procedures”. But I get a little confused on how to set up systems and procedures for carpet cleaning and/or restoration. It seems there are a bunch of variables here. What I mean is when selling a product (vs. a service) it seems easier to create systems and procedures ensuring consistent quality.
Struggling in New England
Dear Struggling,
You are very perceptive to note the differences between “goods” and “services”. There is a huge chasm between the two, not only in how your customer perceives the buying process, but also in how to correctly produce them.
When you are selling a product, the customer is purchasing a tangible good that can be pre-tested, pre-experienced and compared with other products. (Producing or fabricating a good is even easier.)
But when it comes to a service, you are producing AND selling two things: 1) An experience and 2) a benefit to the client. It is a whole new world … one that 90% of the carpet cleaners out there never grasp. Good for you, Struggling, to have seen the need for a different vision.
I couldn’t agree more on the need for Systems and Procedures. But remember that before you “get down in the trenches” of system building you need to get the Big Picture. Your “S & P” should support the concepts and the vision that you run your business (and your life) by.
It’s important to avoid the “ready … fire … aim” syndrome when you are trying to transform your company.
Steve Toburen
P.S. One of my favorite SFS sayings re: buying any service is, “People only want to buy two things- a solution to their problem AND good feelings.” Give them both and you will retire wealthy.
