 Hey, good afternoon everybody Tom Stewart here, and I'm with Tina's service and this is smart business moves Hey Tina, how are you? I'm great Tom. How are you? I'm doing awesome. It is Thursday, you know what Thursday means for us It's almost the end of the week. It's almost the end of what it is the end of the week in terms of the smart business moves calendar, so Yeah, yeah Friday, you know Friday. I mean I work Friday. I do stuff. I work every day actually, but You know Thursday and smart business moves. This kind of feels like a Friday for for everybody else awesome so so Tina tell us a little bit about yourself and what you you know what you've been up to just kind of give us a background Introduce yourself. Yeah. Yeah, thanks Tom. I appreciate that so as you had mentioned Tina service I run a Made service business in Rochester, New York called made for time. I have Had that business for 14 years. I Grew it from 2008 to 2016 sold it to a local company did a two-year non-compete and then Restarted for some reason in 2018 so restarted the business and I've gotten to the point Yeah, so tell me about that. I mean you you sold it and I guess you could have had multiple reasons for selling it But did you miss it? I mean it's like gee, you know, I just Didn't get it out of my system had to have to go back for a second round You know, I think when you When you're in the weeds with your cleaning industry and sometimes you're feeling like hey Judith sometimes you're feeling Frustrated and you know, you kind of think the grass is greener on the other side and I feel like I went through that and I did have a whole lot of other things going on in my life But I did feel like you know, oh man, I just want to go back to corporate life because something's got to be Way easier, right? So What I found out is that once you're self-employed you're kind of ruined You're ruined from ever going back into corporate life Um Well, so, you know, what did you do back when you had a real job? Yeah, I was an HR director a human resources director for a high-tech manufacturing company Which was awesome. I love my job, but you know Well, you know that you know is a skill set and experience that could be Really useful in this business. I'm sure you found that to to be the case It is it is and I was I'm gonna say lucky enough So I'm gonna say I was lucky enough that that company paid for my bachelor's degree in behavioral science and Organizational development and then I went on to get my master's for some reason again But you know, I did back to the selling of the business and restarting I feel like you know, I did some HR consulting in between when I you know, had the non-compete and I realized that I just didn't love it as much and You know, my my sister-in-law said this statement to me. She said If you know where the honey is go get it and I said, you know what I know how to run this business I know how to make money at it. I know like, you know, you're always gonna have challenges no matter what business you're in You know, and I can I can tell you that I get a lot of questions from Other companies that Are challenged with hiring right and I can tell you even when I was an HR director hiring engineers and PhDs We had the same challenges that we have today in maid service business. So Don't look at it as like a negative. You know that hiring process. I think it's just it's just It takes a lot to find a good person. You know And Sometimes more so than others and this is as bad as Challenging as it can get I guess Yeah, I agree We just recruit every single day, you know, it's non-stop. Hey, Christie From fans and some clients here. Yeah. Yeah, I know I sent out a huge email yesterday So hopefully not too many people hate me for it, but So, um, so that's I guess the reason why I got back into it Tom is because you know, I kind of knew this system and I realized the grass wasn't greener and you know, I think if you work with Someone that can can really help you like motivate you or get you to the next level Like I know you guys do your class and there's lots of other coaches that are out there But I think if you you find someone that you can connect with and keep you on the You know the positive side of the business then I think you can be successful Yeah, absolutely. Absolutely. You can be you know, yeah, it's got its challenges and you kind of have to bring it every day But that's we're having a team and you know having a support, you know Team around you and you know other you know peer groups and industry, you know experts all of that You know adds up to success. You can't do it by yourself. You can't you can't you definitely can't and then Yeah, so I'm back at it But like I had mentioned earlier, you know, I work probably four or five hours in the in my main business now And now I'm just trying to help other people get to where they want to be in their business So so you have clients at you Do you consult or do you coach or what are the services that you offered other cleaning businesses? Yeah, so I do a couple of different things. I do when I'm one coaching. I do have some group coaching clients I did start doing email marketing services. So I'll digress on this a little bit one of the challenges that I found in my own business is that Well, I knew first of all that if I did email marketing I would always get a new client and a new client to us was you know, anywhere from 3,500 to $6,000 a year in revenue. So I knew that email marketing was key But the challenge was finding email marketing that was already done for you Like I didn't want to spend the time to sit there and write any of these emails out because it really takes it's a talent Right. I mean, you have to know how to craft these emails so that somebody buys from you You have to know what headline what subject line to put out there so that people open up your email And I'll share one of my favorite ones. It's uh, it's uh, why most cleaning businesses suck Truly, you know, just sitting at emails just going through the motions doesn't really help you any it's so much about the copy And there's a lot of finder points to it Yeah, you're right It takes a lot of time a lot of trial and error a lot of you know, a B testing and refining and it just doesn't It doesn't happen overnight and it doesn't happen easy. I mean, I guess maybe you could get lucky I don't know but And it for most people I know that they spend a tremendous amount of time dialing that in and making it work it and that's true, so I was out there searching for You know somebody that already had this content written in the cleaning industry that I could buy their they're already Pre-packaged email system. I couldn't find anybody. So I said, you know what? I'll just create my own so I have over 300 emails that I've used over the 14 years and I Now sell those as a package to other companies So if you know castle keepers wanted to use our emails to emails a month is 147 So you just plug and play and you get images with it, too Awesome. Yeah So do you have a website where you? You know, somebody wanted to contact you and learn more about this. Where do you send them? So I am the website is under construction currently, but you can Go to my maidservice website and contact me that way Or you can send me an email. What is what is your maidservice website? It's made maid the number four and then time t.i.m e Dot-com so made for time.com and there's like a contact me page on there That's it. That's it. You found it I'll go ahead and I'll drop the URL to your website. Oh, thanks. I appreciate that. Oh And in your your your business is located in Rochester, New York. Yep, it's in Rochester and Have you have you shared with our audience? So where you live? So I live in Florida but the business is in New York and I have the business is set up to where I work in it about four to five hours a week So I have two office people that run the business for me. Okay. Yeah Did you have all that set up and working before you moved? I? Did so I got my second person in place in January and like literally the next week I left Okay, here the keys. Bye. Bye. Yeah, here you go In our business Tom is is set up a little bit different I guess I'll share so we do almost everything is online, right? So I don't have a dedicated office My salesperson is actually in Columbia, South America So she works virtually from there and then we do use all independent contractors in my business Okay, so they don't necessarily need to come in and into the office or anything like that But that's the way that my business is set up. Do you even have an office? No, okay Yeah, I mean that's viable. I mean especially, you know in 2021, you know, I'm still saying 2020 But no, this is a new year has been for a few months I mean with technology where it is and you know the eye the ability to Find talent all over the world brick-and-mortar businesses Especially during COVID, you know after what we've been through over the last year Kind of make you wonder what the demand for small office space is going to be as we move forward Yeah, I mean I think you know a lot of companies have had to pivot and change over the past year to really get to the point where They can function at a different level, right? I mean which I guess I'll segue into the VIP service so we I found last year that a lot of our clients were just continuously asking for additional services and You know what I'll do is I'll share my screen now Tom if that's okay with you. Yeah Let's see We do have a question while while you're you're working on that Judith wants to know What would be the number one advice you would give when it comes to hiring? So that's a really good question Judith What I would say is what we do in my business is we're we are recruiting every single day so there's not a day that goes by that we're not looking for qualified candidates and We you finally get to a point It's like you hit this tipping point of like you have enough people in the pipeline That you've already vetted them and if you're not able to hire them right away, at least you have them vetted I don't know if that answers your question Judith, but um, I Would say I mean I know that in our business we are recruiting every day because Uh-oh Tina you just froze Just today alone. Are we there you froze just for a second just for a second? Okay? About five seconds All right, we're back now though. Yeah, yep. Yep, you're good. Okay, so Judith I don't know if I answered your question, but I would just say you have to recruit every single day for ties on indeed and we advertise on Facebook and with Facebook we do a We boost our post and it costs like maybe ten dollars to boost the post and it's um, we get really good results that way Does your staff in in Rochester do the recruiting or do you use VAs and in other parts of the world for that too? Nope, they do it all. So my office person that started in january. She does all the recruiting Okay, yeah And really the ad You know the ad that you post has to be what's in it for them Just like any any other ad that you're posting when you're trying to get clients and stuff too um, is that Um, yeah, sorry. Yeah. Yeah, I would constantly run it and then just every single day look for candidates that are qualified and then um You know put in put in the ad what's in it for them like they get paid weekly no nights a weekend There are some companies out there that um, allow for the company vehicle to go home Which can be a huge benefit to some people right because maybe they have teenage drivers or Maybe they can't afford a vehicle and having a company vehicle to drive back and forth to work is a good benefit too Okay So do do you offer like company vehicles to to your technicians? We do not. Um, so because they're independent contractors, they do have to use their own Right, that would make sense. That would make yeah Yeah, um, but I know there are some other companies that do that and I would say right in your ad like make it a benefit because I mean to me that would be a huge benefit Hey lis look who's here Hi guys. Hi Um, well, let me Yeah, we're all good here Mm-hmm. Okay um Yeah, Tina when we're talking about recruiting a little bit and Tina's background liz and she And she has some some some cleaning business owners that that she works with and coaches as well and one of the things that she speaks to is always be recruiting and You know, we we we encourage uh companies to do the same thing because If you wait until you need to hire somebody to think about okay Well, maybe I need to start recruiting. I mean you've already lost a week or two So you always want to have new candidates in the pipeline Yeah Yeah cool Liz we where you been? What you been doing? Ah, you know what you guys my coaching program is still going on It was supposed to end at two o'clock today But I have it over there on my other screen Tom Isn't it amazing? I have it on my second screen over there The screens doesn't that let's just change the quality of your life You never thought it could be you never thought it could be this good did you actually it's on my third screen now Get out Three screens are great Trediculous I need to be happy Tom. I need to be proud You might you know, we might get you up to six screens before it's over with Oh, please. No, please don't I'm begging you in the office We've got one computer with six screens on it and they're all both up in a wall I I have seen them. Yes. I know you do for sure So you guys have you gotten started at all it looks like you've got um On Tina's PowerPoint up here, huh? Yeah We can start it a little bit and just kind of you know Introducing Tina and Tina's been sharing about her business and how her cleaning business is in Rochester, New York but she lives in florida and It all works, you know remotely and they don't even have an office and I'm thinking, you know This time goes on especially after all the unprecedented events We've been through over the last year that you know, you're going to see more and more in that And I didn't know that, you know, that's very cool Yeah, yeah, it's um It's amazing. I love it actually I spend like four or five hours a week in that business So I just jump in when there's like a big estimate or something crazy is going on Did you start the business? Um remotely like that or did you used to live there and then you moved how'd that work? Yeah, I did live there. Um, I was telling tom earlier that I started the business In 2008 and then I sold it in 2016 and then restarted it in 2018 and then it was all remote in 2018 And so prior in 2016 I had an office and I did employees But in 2018 I started with the independent contractors and it's been remote the entire time So my one my salesperson is actually in colombia south america And then I brought in one of my cleaners who had been with me since I started in 2018 Into the office to do all the scheduling and stuff recruiting Very very cool. Yeah Yeah I told tom it's everybody always wants to go see if their grass is greener, right? But you still have to mow it so Yeah Go to back to what you know Yeah, I love that And back when team. I had a real job. She was like a hr professional And has a strong background in human resources which In 2021 with uh, you know all the the labor challenges that we're having. I mean, that's a heck of a background to have No kidding talk about awesome um And new york state is a huge challenge with employees, you know, I think everyone is fleeing new york for florida But that's just what I hear I feel like I've heard that too Yeah And I kind of can't blame them When things went crazy for uh new york, right? I mean For a while there in new york was really really scary and I don't think it was ever really scary in florida No What is very good right now? I'm liking it Yeah You're saying scary in the context of like covet and all that stuff. Yeah Well, it's a big state though. I mean, I mean, you know, I know that like New york city was was bad, but was rochester. I mean, that's kind of I think it's rochester Yeah, so rochester is about a million people but to answer your question No, I mean we never really had severe cases in rochester. I think the majority of the time They were doing the measurement. We always had like very low numbers But I can tell you that um Just living in rochester my my living in rochester my entire life People follow the rules and I'm not a rule follower, which is not always a good thing, right? Yeah But um, like if you didn't have a mask on in the store like people would literally turn their back to you and I was just like Okay, I'll put the mask on, you know But um, we never really had a high number of cases. I mean, there were still enough but just we didn't we had very low numbers okay, yeah, I mean I I'm glad you asked that tom because I don't know you saw the numbers in new york and things that seemed really scary It just never even occurred to me the different of course it makes sense and not every but every place was scary, but Um, yeah, um, I didn't even consider that so Yeah and we we tanked right like our business like Went down to like five thousand dollars a month in revenue and then we had a lot of people that were very nervous about coming back on it probably didn't start back up until Really strong until july or august now people like now we I mean we just can't even keep up We have some of the requests, but you guys are probably all experiencing the same thing. I would hope I don't you know but I think people are just over it and um I mean We're pretty busy I think the the whole thing now is like i'm sure you guys have already talked about the the big thing is Who's gonna do the work? We did we did talk about hiring. Yes that that seems to be the biggest challenge, but That's really part of why I really love your strategy because um raising that that ticket level means that I I need fewer people to do the work yeah and and um It's interesting the the way that you look at because did you say you need fewer people to do the work? Yeah So that's interesting because I um I want to hear your take on that because what because I use independent contractors um, and it works amazing in my business, but um In my business what i'm doing is i'm adding more money both to the company right at the bottom line and i'm also helping my Cleaners make more money. So on average My cleaners in new york on average make about 25 an hour Nice and that's in rochester Yep, there's subs and we Uh, I had mentioned before that, you know, we got our ticket price from like 135 up to 205 Plus So that means every time we add more and more and the cleaners are happy because they only have to do a couple houses a day Versus like three right to get the same achievement Um, and my clients love it like nobody else in rochester is doing this That i'm aware of You know same year it's same boat you you don't they don't have to work as much. Yeah, you're exactly right Yeah, so it's the same thing with me. I need less labor to get You know more money, which yeah, that's a win right now Exactly Yeah So do you want me to go through this slide powerpoint a little bit and uh, okay, please so All right, awesome Uh and stop me at any time if you guys got questions But the first thing that we do in our business is um, especially after, you know, covid hit I went, whoa, I got to change this because this is what i'm hearing From my clients. So I really had to come up with a refined customer avatar like a description of what my typical client is and You guys probably all have the same thing, but it's working moms Women in the suburban area with disposable income and they have very busy lives In this image that I borrowed from shutter stock I think there's six kids in here if anyone else can tell me if there's more There's six little kids in that in that photo. I see six I think I don't have six children, but I can imagine Maybe if you're a professional working woman and you go out of the house And now you're home with two or three children It might feel like you have six children plus your husband and your dog and whatever else is there, right? And I think those are sex couplets too, right? They look like the same child Maybe they are So i think and that lady is very very busy. She's really pulling her hair out for real Um Uh, she sure looks good for six kids. Yeah. Yeah, she should be that then right around Um Our ideal home in Rochester is the 1800 to 2500 I mean, obviously if we get 6 000 square foot homes, we will clean them But they kind of throw our cleaners off, right, but we'll take them Um, most of our clients have used service in the past So they're very familiar with how cleaning services work and I think when anytime you're doing Sales it's really good to have a definition of who your client is and and you know I'm probably preaching to the choir because you guys know this right, you know that you can't serve everyone You have to just serve particular Oh five kids. Someone has five kids. Congratulations You gotta pick a game up is that all That's amazing. I had my first one waited seven years. I was like, oh no, I don't like this at all Actually last time I saw Ashley his wife. She was pregnant Wow Oh my gosh, congratulations He'll never be in a nursing home Yeah, okay. Yeah, so many taken care of you Yeah, so this is our our typical customer what they look like So when we're talking to the clients on the phone, we kind of dig a little bit to see what their real life looks like, you know, without being too um And you know asking too many questions. Yeah So most of the time I mean right now you can see this, you know, this lady with this child on her lap. She's got a laptop She's working and this is what oh six here, but grown. Wow Um, I did not know you had six kids Leslie. No idea. How do you have time to paint? Because they're all grown. They're all gone. Yeah. Wow Yeah, um, do you see this picture in the background Tina? Yeah Uh, the Leslie is the one that painted that Oh, it's beautiful. I I know Oh, it's kind of in the way, but Yeah, good job Tom. Good memory. I can't I'm in her way. You can shift around it. Yeah fine. Oh, yeah So we started seeing a shift in our our customer avatar and that you know our our Parents, I mean mostly it's women, but they were really struggling with the whole homeschooling home office stay at home orders and You know, they were just spending so much more time at home and and I think they were starting to realize that You know the kids in new york, we did this crazy like actually our city schools just went back to school March 1st of this year if you can imagine. Okay a full year of like staying at home and then um You know, I don't think they thought about okay now. I gotta feed the kids at home That's three full meals at home with dishes that have to be done and three full lunches, you know breakfast lunch dinner Plus they have to work And it's just getting dirtier. So um, we found that they just were out of time to do anything and you know You could hear it in their voice over the over the phone when we were talking to them. They were just at their wits end So on accident um I Not on accident on purpose. I took another um coaches training and Developed this irresistible offer, which was great. But on accident what I did is I took the irresistible offer and I made it We call it our premium service or our vip service for our clients and we um We started offering Additional things to our clients every time they said, oh my god. You know, my sink is full of dishes And we would be like I I know somebody who teaches a class on doing irresistible Can we give her a plug? Please please. I wanted to make sure. Yes. Yes. That's kary night kary night I took her class and I mean honest to god The first day I started using her irresistible offer and combined it with my vip services We got seven clients One day seven clients by just combining the two nice We all took kary's class too. So Yeah, big fans big fans over here. So did you guys implement the irresistible offer or did you like yeah? Yeah. Yeah So what we did I mean We started off with the irresistible offer and kary makes you do the homework, right? She's like, hey go do the homework and come up with your irresistible offer And somehow I just kept adding like organize a closet Clean the scuff marks off the walls clean the scuff marks off the baseboards Do the windows in the house clean out the refrigerator like my list kept growing And then I went wait, how am I going to package that into your irresistible offer? And I want to give them all of this stuff for free, right? Right So then we took literally took our Per hourly rate at the time that I took kary's class was We tried it to 48 dollars an hour So now So we pushed it up to 58 an hour Then we pushed it up to 62 an hour Okay, and then we charge an addition then we started off charging an additional 20 for the vip services Then I said wait, let's push it one more. Let's do 25 That didn't work people kept saying yes. So then I said, okay, let's do 30 It didn't work. Yes. It didn't work. They kept saying yes So now we're at 30 Okay, additional dollars per service and we don't tell them that the the price is like 62 plus 30. We just Thank you, Amy. We just do it. We just go. Okay. Your price is going to be 220 every other week and they're like, okay Yeah, and I don't know. Here's an example of some of our stuff, right? Yeah, and every time we get a new client if they ask for something We add it to the list so Um, so just an example what you mean by that, Tina. Yeah, okay perfect So we had a client that started service. I think last week or the week before and she said You know, I could really use your help with emptying my bird cages like changing out the paper Like I promise it's not going to be gross or dirty But if you could just change out the paper and replace it that would make me like so happy Okay, so it literally takes five minutes change out the paper put the new paper and we're done Is that a good example that is a great example So you just added that to your list of things that you offer That's it. We just keep adding it and then We do have I don't know if I put it on here. I didn't so we do We did take the services that would take more time like when we first started We had on their um interior of refrigerator and oven cleaning And the cleaners gave us some pushback and said these are taking a long time Yeah, so now what we do is we say okay our vip members get to add one of these services on For each cleaning, but you also um You also get the option of doing these Extra, you know items that are more expensive like the refrigerator the oven The cleaning the windows things that nature you get them at 50 off All right, so let let me check and make sure that I'm understanding how this works so customer calls up or A lead calls up right and a prospect and they want to know They say they have a 2000 square foot house And they have blah blah blah the size blah this many rooms etc And they want to know a price And then you tell them the price that includes vip services, right? So we go through their pain points first, right? So back to Carrie's irresistible offer. So we really go back to like what what is driving you insane and then a lot of times All you like I don't do the sales now, but when I did I would ask question or I would use myself as an example I would say Oh my god when I walk in the house if the sink is full of dishes It gives me so much anxiety like can you relate to that like is that something that's driving you insane right now? and they would say How you know you're reading my mind. Yeah Yeah, and then we say well it sounds like it would be perfect for our premium service Okay, and then we don't even tell them that we have Categories that are less. I don't even go there um, and then we just give them a price And then we tell them. Okay. This is what it includes every time you have Your service you get to select from our vip list or our a la carte menu And you let us know what you want to have done And then we'll add it to your work order and make sure you get it done on your your next cleaning So they think they they They hear from you that they're going to be signed up for their premium service And then part of the premium service is that every Time you clean. Do they get something in the email? They get a reminder they get to choose from or do they send you something? How do you know what they're going to clean or how does it work? Yeah, so to your point, I'll um, I'll simplify it because we use service autopilot Um, so I created a form that when we dispatch the job they get this form that comes to them That says please go and select which which service you want for your your next cleaning which additional service They select it and if it's not on the list I have a note on there that says if your item is not on the list, please make a recommendation And you know, we can let you know if that's within our vip services All right, so you tell them upfront great sounds like you would be a perfect fit for our premium service And what you're going to love about that is Every time we come we are going to do a free service for you and it could be those dishes It could be the changing your beds. It could be cleaning your front doors So you tell them what those things are you're going to get a um, uh I guess an a la carte menu or something Yeah, right before every cleaning you'll choose your first your free item every single time And we also have some specials that are just for our premium members members as well So those are also income. Is that right? Yeah, that's absolutely correct team, I want to make sure I understand like the the slide that we're looking at here It's got a number of different services and each one has a dollar amount associated with it. So Are they actually paying if I want you to change Bed linens you're going to charge me an extra five or you're charging them some Set rate and they can pick off of this. How does that work? Yeah, so I I love that question tom because I have a two-party answer to that So let's say you're the client you sign up for the premium services, which is going to include this So you're going to see this vip list come to you. I'm just going to tell you your price is 250 per cleaning, right? I put the price on here because I want them to see the value of the service that they're getting for free, right? But here's how we do upsells because you think How am I going to make more money even though they're paying more money? How are you going to make more money? Well, you're going to make more money on that 50 offer But when we do something like washing the baseboards Like, you know, some of our clients don't have all the rooms in their house cleaned, right? Yeah, so they may want to have the baseboards done In the laundry room or in a room that we're not cleaning So I tell them it's 52 dollars. You get to add one room on for that 52 dollars But how we get the upsell is they go, well, I have three rooms Can you do the three rooms while you're here and we go? Of course we can Or we only have time to do like fold one load of laundry and they'll say Can you add another load of laundry on there for me and we'll go? Sure for another 60 dollars will be happy to add another load of laundry I mean, I'm not kidding you that these ticket prices just keep going up So I'll go ahead Tom. Yeah, I found some of them a vip, you know client I get to pick one vip service per cleaning. That's correct And so but it looks it's like gee I could get a bed change, but that's only five dollars So I could get a wash my baseboards. That's worth 52 dollars It so I mean do people kind of it's like a heck I'll make my own bed. I want the 52 dollar value or does No, you know surprisingly they It's a mix but surprisingly they don't go. Hey, I think I'll get the baseboard cleaning done and skip the bed I'll do that myself. They want us to make four beds So they'll pay Yeah, so we don't um I see what you're saying and where you're going with it is like the 52 dollar item is the more expensive Usually you would get the I want I want the 52 dollar item for free and I'll give you an extra five bucks to make my bed That's what I would do and we would do that All right, you're still getting them to to pay the 50 to to pay the five dollars for Each one of the beds That's correct. All right. So one thing that I'm seeing here. That's a little confusing because I know this isn't the actual form that you sent out Yes, but this they don't get one entry door and one bed linen and one sink fully dishes and one room of baseboards and one wall wiping scuff scuff removal They get one from this whole list, right one from the whole list And it in the form and on my a la carte it says you get to select one item from the list for your upcoming cleaning If you need additional services, let us know we'll add that onto your cleaning at the price listed so So when Is this like a form that they just like leave a note or is it something that goes into the software that It tells you in advance what you're going to be doing Yep, so it gets emailed out to them. So we dispatch our jobs on thursdays. It gets emailed to them It's a form they complete, you know, they they check the box of which item they want And then if they want extra services, they can leave us a note And then it gets sent back to our office via the email system email. Okay Go ahead. I'm sorry No, that's okay And then we take that information and we copy it into the work order for the cleaners And then we give them a heads up like Let's say your job got dispatched today and your cleaning is on monday We send them a note and say, hey, just want you to have Heads up that you're going to be doing an oven cleaning on at tom's house on monday. Make sure you bring all your supplies right, okay, and so When you are doing this, this is what I heard that you are sending this to Everybody for next week's cleaning like today's thursday So today you sent everybody that's getting cleaned next week is getting the email today Correct You have all next week's done Before next week gets here. So you have an idea. I like that. So it's not you're not doing mondays today and Tuesdays tomorrow and wednesdays. You just want to week sending it out to everybody That's never And what's what's interesting is that what we're finding and I can see if I can I'll stop the share I'll see if I can find the The actual form Okay, quick just so you can see it okay, um but what they're asking for us to do is like, um Vacuum the furniture in the living room clean the front and the back screen door So it's not like the really expensive items that you would think they would be Asking for um, I was actually really nervous when I first started it right because I thought oh, they're going to take advantage and We're not going to make enough money and et cetera et cetera, but it didn't turn out to be that way. It actually turned out to be More beneficial. So if I'm paying but I pay an extra 30 dollars every job for the opportunity to pick off of the list If I'm not a vip client, can I still pay you five dollars to make my bed? You can Or do I have to pay Eight dollars to make the bed because I'm not a vip client We um, we leave the price the same All right, so this is what where I'm confused. Okay, so Why would I give you 30 dollars every cleaning to pick a five dollar thing each time? You don't really know that you're paying 30 extra dollars Oh, that's right because you just give the price you're gonna be a flat rate price and part of being a vip Member is you get to pick this thing and so it doesn't occur to them So the only people that that hear something different maybe Are the people that say oh, that's more than I can afford Yeah, right. Yeah, and what do you say to those people? Um, I was kind of hoping it'd be closer to the $150 mark instead of the $220 mark Yeah, so there's a couple of ways that we respond to that. I mean they can get our deluxe cleaning Right, so we price by the square footage. So we would we would say, okay, you know, we do have another package that is available That doesn't include all the um all the card items and then we would give them the price for the deluxe All right, so I get it. So what they're hearing is it doesn't include these things. Yeah, absolutely It's available as an upsell later, but what they initially hear is This stuff's not going to be included in my clean and I'm I'm going to miss out That's right. It's the whole it's carry is FOMO, right? You're missing out on this stuff. All right. I love and they really want it done. That's the thing They want it done. They're willing to pay Um, I think I want done what they want done. I don't really care what price you're putting on stuff if I want my beds done And they're only five dollars, but I don't care about the baseboards I'm not going to pick baseboards just because they have a bigger value because I still want the beds done Right. Yeah, and then if you feel like it gets to the point So sometimes companies like we used to do this sometimes we would do like another top to bottom throughout the year because of whatever reason, right? Um, and people can still do that because if they have Parts of their homes that isn't getting cleaned like a full basement or whatever And they want to have a top to bottom done we can add that on now as a premium member You get a discount for that right you would get 50 off or whatever um So you're continually having opportunity to sell that premium service. So even if they were deluxe Six months in they're like, oh, I need to have these other rooms clean. You're like, ooh Oh, great. That's going to be included in your service. Oh, actually, I see that you're not a Uptemium member Oh bummer. Okay. Well, it's going well actually it's going to cost uh $80 to do that, but you could upgrade to our premium service and that'll be included So you got it. So constantly opportunities to upsell Constantly and they do it. I mean literally I I may have shared earlier like I got a note from Brittany my office my scheduler and she said This lady wants us to add on two more loads of laundry plus Hang up her clothes like that are in her her bedroom all over Yay And I'm like, okay. I'm like in my brain like, okay, like how much time is that going to take right? Okay, charge her an extra 75 Or how many loads of laundry is it? How long is it going to take and we ended up doing five loads of laundry at that Lady's house. So yeah, how long is your vip list because it sounds like if anybody ever comes up with an idea That just just flowed on for us. So It must be Let me go open it for you I love it. You know, it's gonna be huge and also if if the list is huge And you know that this stuff's all included as soon as you hear it's all included in the premium service and it's not included in the other service. It's like Oh Dang, well It's The the opportunity to pick one off of the list is included But if you want two or three, you're going to be paying for But you get to How lucky we're going to provide this opportunity for you every single week To me if I was not a vip number, I just don't know that because I didn't know it All right So let me first share our form just so you get you can see what it looks like. Yeah, wait a minute. Hold on So tom just brought up a good point. So let's say I sign up for deluxe Mm-hmm, right and I'm like, oh no that price is too much. You can't afford it And then my cleaning is next week. Do I get anything on thursday? saying hey, this is what the So you don't take that as an opportunity to try and sell them on the premium service No, we haven't done that. We have not done that because on the phone We typically tell them about the preview the premium service and if they select the deluxe No, we haven't we haven't done that yet, but we could like, you know, depending if they start asking for more and more things We could definitely say hey, maybe you you know, you would be good for a premium client and we have done that I'm trying to think back and actually you wouldn't even have to you could just send out the same list on thursday But nothing's included Right, right. It's not included But you can still add it on if you still want your four beds done. You can still pay for all of them. That's fine But if you're an idealist getting them for free. No, I was tom's idea Thank you, tom and liz. I'm making a no Yeah, me too me too I think I'm just still like in shock that this is actually okay so much. Yeah And so I'll shoot numbers I'm going to share my form with you that I have and then I'm going to show you the a la carte Okay, okay, so I'm looking at the other screen. So I apologize that my head is turned So here it is. Can you guys see this here? Yeah, yeah So this is a form inside a service autopilot it um This gets sent to them it says premium members select one add-on item for no additional charge per cleaning Right, and then they get this one is completed, but they would get get a drop-down list of what's here How much is on the drop-down list? How many things how many items? Um Can you see this at least this many? At least 15 At least 15 and I can make this a little bit bigger So it's a good list. No if these are like recurring clients that yes clean like every other way So you do solos. I'm assuming as a role. They're doing like two two homes a day Correct. So the what happens if somebody goes here and like just checks the whole dog on list Do you have to like reschedule something does it ever get to the point where the list is so long that The tech can't get the work done Yeah So we would call them. I don't like that lady with the five loads of laundry the other day We actually I had Brittany reach out to her and say Let me talk to the cleaner to see if she's going to have enough time She may only have enough time to do two loads of laundry, but we can get another cleaning in next week for you You know if if you want us to continue doing that instead of being every other week We would just get the second cleaning in the following week I love it. Yeah Now you're now you're weekly Now you're weekly exactly And one time all we're doing is laundry It's crazy what they pay for the question. I think we answered it earlier It's not really so much more per hour. It's just an extra 30 dollars for the bfp service like a flat rate That's right. We started off at 20 and kept creeping it up until it didn't work So I actually am going to reach out to laura because like laura's my salesperson and i'm going to ask her creep it up Let's see if we can get it to 35 and see what people are willing to say Yeah, but you're not telling them you're paying an extra 35 dollars. You're just giving them a rate. This is what we're going to charge We just give them a rate. That's right. So we just say it's finding out what the market will bear right now And apparently it will bear a lot when people are seeing that they get to choose a free item And that's the perception and that's why we have the price on here, right? So i'm pointing to it. I'm not sharing it. So I apologize No, but I get it because what they see is There's hundreds of dollars worth of things that I can get Yeah, I only get to pick one But there's so much availability. You don't get the free thing, but it's not a free thing You're paying 30 and screen 35 dollars for it And they don't know I don't because I was just that was the price So awesome You got to keep raising the rate until they can't afford the free thing until they say no until If you get a group of like five or ten people that are saying no Then we got to lower like we know what the market is gonna Gonna pay and I think christie has a question. Um, do you guys mind if I answer? No, um So the cleaner gets a flat rate each time. Yes. So we do commission base. So they get a flat rate Um, what if the oven takes an hour? So ovens we charge extra. They get the 50 off as a vip Um, if you guys start to hear a dog bark, I apologize. Um, that never happens here It's my mother's dog. It's not my dog. How much money today Christy most of the time the um, the items take less than 30 minutes sometimes I mean, how long does it take to vacuum furniture? You said they get 50 off. What's the 50? How does that work? Yeah, so They always now and they do add on like the window cleaning is a big thing the oven cleaning and the refrigerator So they get as a premium member. They get 50 off these services all of those services. Okay They're everything I got my bed made for half price only 250 Um, so On the top of their free thing Premium vip two different things. Oh, it's the same thing Okay List Tom they get one thing off of the freebie list And they can have as many of these other 50 off things as they want or I can have Other things off the freebie list if I pay for them Do I pay I pay full price I pay full price on the freebie list, but I can get 50 off of the I mean the bigger the 50 I pay book rate, but I get 50 off the vip Now if I'm if I'm not up the premium gosh, this is confusing I'm going to clear it up for you VIP premium is one thing. It's not two different things. There isn't vip and premium It's vip premium. You got the free list though And then you got the other list of premium services and the premium services you can get at half price Right, so if I'm not a vip client and I want Whatever is on this list with the very small print. I'm sorry making it bigger. It's okay It's just it's just fun to have somebody else struggling with this I agree If I'm on my windows, uh claimed it could be $175 if I'm not a vip, but if I am a vip it's half of that number 50 percent, right So basically what I'm saying so tom you'll be the client tom you signed up for our vip premium services, which means you get to select One of these free items on each cleaning plus your regular cleaning. Uh, oh word. Let's go So you're going to get the entry door done Right because that's what you selected as your free thing And then you're like, oh, I have company coming in this week And I also need to have my windows done Can you add on the windows for me and we go? Yes, great because you're a premium client You get to have your windows done at 50 off. So instead of paying 175 you're paying half of that rate 8750 Does that make sense it does It's uh interior windows is like 175 regardless of the size of the house Yeah, most of our houses are 18 to 2500 square foot So if it is going to be much bigger than that I mean we we don't go over a two-step ladder and if they're like really high windows that we can't reach then We'll outsource it but for the most part our windows are are not that high up Okay, awesome We are quickly approaching the top of the hour and um Just we cannot got a couple more questions. This is uh leslie's uh talking about a waiting list for the premium just to kind of Make it look more exclusive Yeah, you you can do that. Um You could do that we've not done that but you could Would you use that vip for current clients and create that program? So we haven't actually offered it to our current clients that signed up with us prior to us coming out with this um Like we haven't we haven't even done it yet But we could Um, so 235 for how many hours? Um, our average hourly rate is is 62 an hour Um, so whatever you would take 235 and divide it by 62 it gets you how many hours Okay Awesome. Awesome. Awesome. Uh, do they want to know why ic is not? That's a whole nother conversation Yeah but I like the ic model better, but every every company has their own preference I did notice on your uh powerpoint debt the first slide had um A website here. Is this something you'd like to clear? I just did um Yeah, so, um, my coaching business is called queen of dirt. I do have a facebook group Um, if people want to get in touch with me, I would say the easiest method is sending me an email My um website is under construction right now Um, but my my email address. Do you want to put it in the chat tom or happy to okay? it's uh info At tina service dot com and it's uh t i n a s er At tina service dot com Or they can always find me on the made for time website and just put in a request and I'll and just say Like how'd you hear about us or whatever you put coaching or through tom's? Um tom and lis then I will know to reach out to you Sweet. Yep. I just dropped it in the chat Thank you Tina, you're awesome. Thank you. You got you are too tom No, we you this was this was special. Um, will you come back and join us again? Oh, please. I would love to we could do the independent contractor whatever you guys want Yeah, I got a feeling it uh, you have a few more tricks in your bag that that that we could could dig out Did we did did we even go through your deck completely? I think so. I think we got to um, I mean I just had down here Um The uh, just where they could find information about me. So that was the last thing. I think uh You can can you see it there? Yeah, there you go. Okay, so That's my email my phone number You can find me on facebook too under tina service or queen of dirt. Um, I have a group page out there um Yeah, I love helping other companies get to where they want to be Well, again tina. Thank you. This was really cool. Um You know, we'll be back here monday. I hope luz will be with us quite honestly. She just disappeared. I have no idea what happened Maybe it's an electrical thing or you know, who knows? Um But we'll all be back, you know, monday. I think Derek's going to be giving a presentation on Sales is a teachable skill. Let me just do that for memory, but that's that's going to be good Derek Derek always brings it so Tino awesome. Have an awesome weekend you guys. We'll see you five o'clock eastern or monday. Bye. Bye