 Hey everyone, this is Derek Christian with cleaning business builders and want to talk to you today about setting expectations had a bit of a kind of funny experience that happened to me over the weekend that reminded me of this and That is my daughter went to go see Mary Poppins Returns the new Mary Poppins movie and When she went with her grandmother when she came back after what she thought and she went it sucked I was like what do you mean it sucked? I thought you would love that movie They did nothing but sing it was horrible and I was all surprised. I'm like Lindsay. It was a musical You didn't realize that and she's like no didn't want to watch a musical it sucked and When I was like well, you know Mary Poppins is kind of a famous musical kiddo And she said well, I watched all the previews and it never said it was a musical And so she pulled up the preview which was on YouTube and it's a minute and 15 seconds long And in the entire minute and 15 seconds She literally sings like three words for like a couple of seconds and she watched it and said I expected to be like a Happy Harry Potter. It's all about magic and the wonders of imagination and all the great adventures these kids are gonna have No, we're in there doesn't tell me it was a musical. I didn't want to go to music now Here's the funny part my daughter actually likes musicals This kid is reading an 800 page history book right now because she wants to go see the Hamilton musical And I told her she could have my ticket But only if she read the biography which the musical was based on so she's reading an 800 page book right now Because she wants to go to a musical and she's been to elf and I can't remember she's been to a ton of musicals with me And always has fun, but she was mad and it's still mad But by the way till this day if I mentioned to her she gets quite upset about this About Mary Poppins because she wasn't expecting the musical She was expecting something else and they didn't deliver what she thought and the reason why I bring this up is We can in our business sometimes get really tempted to go for the sale and promise the stars and moon and Promise customer something which it's not gonna be And I used to be really bad at this because I'm at a little bit of an ego about my company And I thought you know what we're really good. I know me. I know my people were good So when someone would call in and talk about how picky they were and how other companies had let them down I almost felt it was like a challenge. I'm like, yeah, I can make you happy I know no one else could but I'm sure my people can and Over time I've learned all I'm doing is setting myself up for failure And I need to be very clear with customers about what we're going to do and what we're not going to do So when somebody would mention they've been unhappy with other cleaning services I would start poking at it making sure they understand that that we are not going to do their laundry We are not going to do their dishes It I got to the point where I was practically Unselling customers in making sure they understood exactly what was going to get delivered in their house because once again the importance of alignment If a customer is expecting a maintenance claim and they get a maintenance clean, they're happy It's like my daughter if she knew she was going to a musical and saw a musical She actually probably would have been happy but instead to this day She swears Mary Poppins is the stupidest movie ever because that's not what she was expecting to see And we have to do the same thing. So don't oversell it Don't talk about how perfect it's going to be if it's a touch up call it a touch up You know, don't call it a top-to-bottom super duper scrubby clean Unless it's a top-to-bottom super duper scrubby clean call to maintenance clean call it a routine clean call it something like that You know, if you've got a move clean, this is not super detailed Make sure you explain to them that this is a move out clean We used to have one that we was designed for people moving out of apartments And when people would ask us to describe it I'd say it's the absolute minimum you need to do to get your security deposit back But if you're really picky, you're gonna find dirt and customers really quickly went. Oh, I understand what I'm gonna get And so when they came in they didn't call us and say things about while there was dirt in the corners I'm like, yes, remember we told you this was the absolute minimum It would take to get your security deposit back and not a little any anymore if you want a detail clean We have a detail top-to-bottom super clean and here's how much that costs So it's just really important to make sure expectations align. Do not over promise Make sure they understand that they're getting what they expected because when you have a mismatch They're automatically gonna be upset at you. They're not gonna say, oh, I didn't understand the clean They're gonna say you didn't deliver what I expected. So don't oversell I'm sure some genius at Disney who put together this preview for Mary Poppins did research and found that when they showed that Mary Poppins was a musical the kids didn't want to go and when they showed the cut They did that made it look like the way my daughter referred to a happy version of Harry Potter Harry Potter where everyone doesn't die She wanted to go and I'm sure in their little test markets That made tons of kids want to go and it might have even worked and they got those kids into the movies and the kids watched it But at least in my daughter's case, she now hates this movie And if Disney is gonna come out with a number three or try to sell our merchandise or try to get any repeat business out of her It's gone. They blew it by misrepresenting what they were gonna show her and in our business where the reoccurring revenues everything Don't misrepresent what you're gonna give us somebody make sure they understand it then make sure you deliver it and Hopefully that helps you out today and you can learn a little about Your business from what Disney did wrong with Mary Poppins and my daughter