WCBO Issue #7

All County Window CleaningThe BlUePrinTS TO all COUnTy WinDOW CleaninGS SUCCeSS

The InTervIewwith Chris and Alex Lambrinides pg 06

DIreCT MAIL suCCessThe Guide to Direct Mail success pg 32

Scratch removal is the easiest and fastest, low-cost way to generate more business, increase profits and provide a valuable service your customers want.

Get informed by visiting the Forums, reading the Blogs and checking out the Web sites. Its time to make your move.

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418 North Buchanan Circle, Pacheco, CA 94553 (888) 769-0001 www.glassrenu.com facebook.com/ScratchedGlass

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Its Time to Think Outside the Bucket.

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Employee Handbook

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#04:42 Chris> Morning everyone.#04:51 Chris> Just wanted to let everyone know that we have a new FREE Direct Mail Manual out.#05:00 Bob> Thats awesome!#05:01 Kevin> Cool!#05:13 Chris> Also we have a few new mailers for you guys only. Will never be sale in the store. Theyre available now.

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ISSUE #4

How to Hire window Cleaners 15

The war continues! 28

>>> Cover story

BeHind tHe squeegee 06with Brett Bailey

MemberWCRA Members

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google places guide

New Indoor PureWater Cleaning SystemDrip free window cleaning. Clean in one simple step, no squeegee required.

New HiFloTM Y-Adapter Two tools on one pole. Quick tool change by turning the pole. Use both a brush and a scrub pad for optimal outdoor cleaning.

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The Perfect Tools for Indoor and OutdoorWindow Cleaning

06 The Interview10 Time line12 How to Sign Storefront Accounts14 The Pricing Structure15 Getting Ready for the Slow Down17 Morning Madness

18 Photoshop 10120 Resolving Customer Complaints22 How to Sell Over the Phone27 Google Apps28 A Day on the Job

WWW.WINDOWCLEANINGBUSINESSOWNER.COM

05www.windowcleaningbusinessowner.com November -December 2011

07FeaturesInsIde Back

06. The Interview

12. How to Sign Storefront Accounts

20. Resolving Customer Complaints

28. A Day on the Job

40. GPS Systems in the Work Place

42. The Final Push

Front

24 www.windowcleaningbusinessowner.comNovember - December 2011

An EstimAtEd

39 thousAndWindow cleaning complaints were re-corded across the U.S. in 2010 according to the BBB.

Resolving Customer ComplaintsthE Good, thE BAd And thE uGly

most Common CustomER ComplAint

Information is based on the happenings at All County Window Cleaning unless otherwise specified

stREAky WindoWs

The most common this year were streaky windows because the guys were detailing windows with a damp cloth so the customer would end up seeing smudges or streaks around the borders of the windows. If a customer tells us they have any problem we will always send a crew back to touchup. Thats part of our 100% satisfaction guarantee.

most outRAGEous CustomER ComplAint

Complaints

A customer accused our crew of stealing her kids turtle. Not a stuffed one an actual live turtle that was in an aquar-ium. My family has a pet turtle too and the same kind that the customer was missing. I knew that ours has jumped out of the tank a couple times and hid in various places in our house sometimes taking us a whole day to find it. So, I explained this to the customer and she said shed go

look for it but I could tell she didnt believe me at all. This ended with her never calling us back about it and we just cleaned her windows again this year with nothing more said about the turtle. I think she was embarrassed by it.

tuRtlE thEft


30 AR Techniques32 Direct Mail Success38 How I Roll40 GPS Systems in the Work Place42 The Final Push

The Interview

The Interview

Asaregularcontributortothismagazine,Ioftenfindmyselfwatching my squeegee gliding across the glass, thinking about what my next topic to write about in an upcoming issue will be. Then, one warm sunny day on top of the ladder, it came to me: why not write an article about the people behind the magazine?

When the day came to a close, I hurried home and emailed the idea to Stephanie. I knew that Chris and Alex werent really the self-righteous kind of guys that would blow their own horn, and I fully expected them to reject the idea. But the next day I received an email from Chris saying that he and Alex would be happy to interview with me. I was excited about the idea; I have interviewed people for articles before, but being able to interview someone that I respected and looked up to was going to be even better! The antici-pation was intense.

The night before the interview, I went over my notes to make sure I got the most out of the little time I had with them. The next morning, I woke up and went down to my favorite coffee shop, laid out my notes and downed a cup of coffee to wake me up. I was ready to ask them not only the standard questions about what we would all like to know, but the obscure ones as well.

When I called in at the scheduled time, I was told by whoever answered the phone that Alex was available, but Chris wasnt able to join in on the inter-viewbecausehewassick.Thefirstreaction,inmymindwas, Are you kidding me? Who the does this guy think he is to blow me off? My time is just a valuable as his. How sick is this guy that he cant talk on the phone for an hour? Yeah, I was pissed! In hindsight, however, it was the best scenario. The guys talked to me openly be-cause the other one wasnt there to poke them or make a stupid face if they said something that might be out of line. I got an honest interview from both of them.

So sit back, relax, and get ready for a journey into the background, the pitfalls, the triumphs, and the tears of Chris and Alex.

Chris was like many young people; he wanted moneyandthefinerthingsinlife,buthehadoneproblem: he didnt like anyone telling him what to do. He had a self-described ADHD problem and, consequently, was someone who couldnt get the task at hand accom-plished. He was always looking out the window to see if the grass was greener.

One day while working at a printing company, he decided he wanted to make a little extra cash on the side, and thought he would clean windows. It looked easy and he could be his own boss for the weekend. He started off by going to work for another window cleaner to learn the trade. But that didnt last long . he was awful!Hewasfiredforbeingtooslow.Heknewthathewasnt the best employee and that he would have to try and do it on his own. He managed to scrape together $90 and purchased some tools at Home Depot. Then he printedupfliersthathadhisphonenumberonthem.

But with a lot of pavement pounding and a little begging, he managed to get a few jobs. When things really started to pick up, he had his little brother Alex help him out. Alex was only sixteen at the time, but he was down for making some money, so he helped Chris. Abouthalfwayintohisfirstjob,hewashavingsecondthoughts, and by the end of the job, he was in tears. But after a few more jobs, Alex started to like cleaning windows. He wasnt in love with the idea of working for his big brother, but he made the best of it.

Chrisfiguredoutearlyonthat,ifhewantedtogrow, he was going to have to put down the squeegee and dedicate all of his time to marketing. They hired someonetohelpAlexinthefieldandChrisdedicatedhis

07www.windowcleaningbusinessowner.com November - December 2011

efforts to growing the business. I asked both of the guys what their motivation was, especially in light of the fact that they both hated working hard, and they both told me it was the fear of poverty. It wasnt that they wanted to be rich, as much as they just didnt want to be broke. After only two years they had two crewsoutworkingdailyandfivecrewsafteronlythree years!

Now Chris and Alex had crews on the road andpeopleonstafftoruntheoffice.Lifewasgoodat All County Window Cleaning, so with the extra time they had on their hands, they found themselves at a supplier demonstration to look at new products. They walked out of the supplier demo, looked at each other and said, That sucked! We could do so much better!

The guys sat down that night and came up with a strategy. They would market on the Internet,usethe14x17room(thatisnowAlexsoffice)asastockroom and provide better service than anyone else in the industry. Chris researched everything he could about setting up forums and learning how to use HTML. Once he felt that he had a good basic knowledge, he looked at other websites to gain inspiration. His number one inspiration was Nike.

One thing I was able to conclude from the interviews was that these guys were intelligent. They knew the shortest distance between two points was a straight line and the line they chose was from zero to success via everyone that had come before them. (Unclear clarify meaning) They didnt want to reinvent the mouse trap; they wanted to build one out of titanium that was big enough to catch an elephant..

Chris had made great strides on building a website and was ready to start selling product, but there was still one problem; they still werent anything but a couple of brothers who had a window cleaning business and high ambitions for success. Why would manufacturers sell to them and risk losing other long-time suppliers? They were going to have to come up with some great story to prove to Unger, IPC and Ettore that they had their stuff together.

I have a close friend that thought the tomatoes at Trader Joes were inferior and the ones that he was growing inhisfivegallonpailsinhisbackyardweremuchbetter.Hewent to the buyer at Trader Joes, gave him a bag full of his tomatoes, and told him to try them out. They buyer loved them and asked him how many he could supply for next season. He told the buyer that he had acres and acres of the tomatoes and could give them all they wanted. He drove home from the meeting totally excited, but nervous, as he had lied to him. He hadtenfive-gallonbucketsonhisbackporchandthatwasit.Hescrambledtofindsomeonewhowouldletthemusetheirland to plant tomatoes. He eventually found someone who would lease him the land and he was able to pull off the deal with Trader Joes and is now their biggest vegetable supplier.

Chris and Alex had a similar story. They had to build


Freedom of the press is only guaranteed to those who own it.

a forum that a large number of window cleaners came to and convince the manufacturers that all the window cleaners on their forum were potential customers. Much like my friend, they were able to pull it off and get the suppliers to sell to them. Now they are the best window cleaning supplier in the world.

Chris and Alex were sitting down one night reading a trade magazine and like a bad case of dj vu they looked at each other and said, This sucks! We could do it better. So here we go again. These guys know almost nothing about putting together a magazine, except for Chris short-lived career in the printing business. What makes them think that they could do it better than the guys who have been doing it foryears?Well,firstoff,theyhatedthefactthattheonethatthey were reading had a few marginal articles and the rest of the magazine was ads. They decided to do just the opposite. Theywantedtofillmostofthemagazinewithgreatarticlesandhave a limited number of ads. The guys only had a couple of problems; they didnt know how to put together a magazine, they didnt have writers, and who the hell would pay them for ad space in a magazine that nobody has ever heard of?

Chris once read a quote that reads as follows: Free-dom of the press is only guaranteed to those who own it. Once again, Chris went back to his computer and started working on resolutions. He asked people on the forum to write articles and got an overwhelming response from guys like me who liked to write and had some knowledge to share. He put an ad on Craigslist for a graphic designer and hit gold with Stephanie. Stephanie came from CBS Outdoor and had the experience to put together the magazine. Who could have seen that coming? It seems everything these guys touch turn to gold. Maybe they should try running the Treasury Department next?

One of the main reasons why Chris and Alex wanted to start another trade association is to have everyone in the association engaged in the association and not merely just a member,as,youraffiliationwithatradeassociationmeansvery little to your customers. Conversely, joining an association shouldbenefityou,thebusinessowner.


What intrigues me about these guys is that they have been able to not only achieve their goals with such ac-colades, but also that they were able to diversify those achievements in so many arenas.

Chris and Alex quickly moved forward towards creating the WCRA to give members back more than what they put into it. Chris told me that he thinks the only reason why other associations in our industry exist is more to benefitthoserunningtheassociationthanthemem-bers themselves, and he felt compelled to once again, do it better than anyone else, and has since turned it into a huge success.

I had two reasons for wanting to write this articleaboutChrisandAlex.Thefirstofwhichwasoutof pure frustration. ACWC is one of the most success-ful window cleaning businesses in the country, yet they never really share the keys to their success on the fo-rum. If you look at their posts on the forum, its always nondescript one-liners without elaboration. I thought maybe if I got some one- on-one quality time with them I could dig into those brains and gain some insight on their success.

The second reason for interviewing them was for research. I have studied successful people for years. The things

that all of the successful self-made people are things like; fear of poverty, starting with nothing, the drive to do things better than anyone else, constantly setting higher goals and giving back once they have achieved those goals. These are all quali-ties that Chris and Alex possess. But what intrigues me about these guys is that they have been able to not only achieve their goals with such accolades, but also that they were able to diversify those achievements in so many arenas. Their achievements range from supplier to end user and publisher to founders of a trade association all in a relatively short time.

So what is their key to success? Its simple; they strive to be the best at whatever they dont and wont sleep until they do. Once they have met those goals, they set new ones and move on. Its no wonder why they dont say much - they dont need to.

From the BeginningSummer of 99

IcleanedawindowprofessionallyfortheveryfirsttimeatBurgerKing in New Jersey with a guy named Karl. He had just gotten a DWI and I was hired as his driver and helper. I remember being shocked that people paid so much money to have their windows cleaned. We worked together for about a month before I was let go for working to slow.

After 3 months of unemployment, I decided to give window clean-ing a try on my own. I purchased a used ladder, a squeegee and beltsetupandIwasinbusiness.100flierswereprintedupandIhitthe streets, by the time I got home from putting them out there was a message on my answering machine from someone requesting a quote. I made enough money in the last 2 months of the year to en-able me to take the entire winter off from work. I could not have been happier it seemed like such easy money.

on my own

Y2K never happened

So I went back at it in April just in time for the spring season. I was only working 2 -3 days a week while going to school full time. Alex startedworkingformeonhissummerbreak;hewasthefirstem-ployee.

Last Year of School

Collegewasfinishingupinthespringof2001,Ididntwanttogetareal job so I decided to start doing the window cleaning business full time. It quickly turned into a full time job.

By 2002 we had 3 trucks and 4 5 employees, I decided to move thebusinessoutofmybasementandintoalittleofficeintown.Itwasabigfinancialriskatthetimebecauseitwasallthisnewover-head expense that we never had before. It ended up being the best move I ever made though. It made the business seem much more real to me and things began to really take off. Because the business was in the middle of town we started to attract higher quality job ap-plicants and we gained much business from the increased visibility.

9 Months into our lease we were out of space and needed to move out in order to keep the growth going. We were up to 5 trucks at this point and we needed a new place to park them. I found the perfect location about 30 minutes away but the rent was 7 times as much as we were currently paying. It was a scary move but it ended up workingout.Itturnsouttheofficewas30minutesclosertothetownwere most of our work comes from so what we lost in rent expense was made up in labor cost savings of having to drive out to that town anyway.

our First office

9 months Later



From the Beginning 2003 - 2006

Wesawamazinggrowth,wehadourfirstmillion-dollaryear,reachedthe 50-employee mark, signed over a thousand commercial accounts toourroutes,andhiredourfirstCFO.Bringingsomeoneoninternallytotakeoverthefinanceswasoneofthebestmovesthecompanyevermade,Icouldfinallyconcentrateongrowingthebusinessinstead of balancing the check book. We switched over to commis-sion pay during this period and it brought a new level of order and financialstabilitythecompanyhadneverseenbefore.

Summer of 07

In the summer of 2007 we purchased our very own warehouse and officespaceinVernonthetownwherethecompanystarted.Iwasexcitedtoactuallyownourownbuildingbutwefilleditupandmaxedout the space much quicker than I anticipated.

Later that Year

Later that year we launched WCR. Over 400 people signed up at WindowCleaningResourceinthefirst12hours.Iknewinstantlyitwas going to be big. Up until this point Alex and I had been working together for about 8 years straight, but over the next 3 years we re-ally started to see a lot of each other as we really focused on making WCR the best website in the world for professional window cleaners.

After 10 Years

After 10 years of working at All County Window Cleaning Alex leaves to concentrate full time on WCR. By 2010 three years after launch Window Cleaning Resource becomes the top destinations to pur-chase window cleaning supplies and gain information and motivation.

2011 the growth continues - for both companies. Although ACWC isnt growing at the speed it once did it continues to see improve-ments and revenue gains over the prior year. Today I still continue to refineoursystems,addnewservicestothecompany,andconcen-trate on its marketing.

We are excited to see what the future brings.

today


How to SignStorefront Accounts

WCBO: How do you contact potential store front accounts? Do you walk right in or give them a call?

Sean: I feel the best way to contact a store front account is the walk-in. Store fronts is a numbers game, the more you hit the more you will get. Plus it is much harder to make that immediate impression on someone over the phone and they will have a much easier time turning you away over the phone. There isnt that human contact where they actually see you and you have to react to one another physically. If Im looking to pick up new storefront accounts, Im out on the streets stepping into one after the other and on to the next plaza.

WCBO: Who do you try and contact to land a store front ac-count and how long does it normally take to reach that person?

Sean: The owner is usually the best bet. They are going to be the decision maker on where that businesses money is spent. There are occasions where a store manager will have a deci-sion making capacity. I always try to talk to a manager if not the owner. Usually you can reach them instantly. If the owner isnt in there has to be someone running the place.

WCBO: What information do you provide up front and how is it presented?

Sean: I have a spiel I use. It changes from day to day and from store to store. There are different ways to talk to different people. It really is a reactionary thing based on that individual person. Mainly though I just let them know about our com-

pany, what we do and that Im interested in providing them with our services. The end goal is to always, at the very least, leave them with all of our company information, a quote and to gather their contact information.

WCBO: How do you bid a store front account?

Sean: Storefront bidding is fairly easy, usually only takes one quick glance. My main concern is how long it will take one of our window cleaners to complete one interior & exterior cleaning. That price usually is our starting point for our most frequent of services and the price goes up accordingly as the services become less frequent.

WCBO: What happens if its a corporate account, then what do you do and who do you contact? Is it worth pursuing, and how long does it normally take to land something corporate?

Sean: Anything worth doing is worth pursuing. These can just take a little more time and effort. There are more holes to jump through to get to your decision maker. You are mainly looking to get in touch with a district manager who would be in charge of all the stores in a given area. Best bet is to start at the store level with the store man-ager. Some have no problem putting you right in touch with the right person and some may just pass your information along. Like I said, it takes more time but it usually ends up being worth the effort because you are almost always guaranteed more than one store for your time.

WCBO: Is it a contract type deal for a set amount of time when everything does fall into place?

with Sales Manager Sean Dolan

Sean: We dont actually use any contracts when setting up new storefront accounts. Most small business owners like hearing that and it works as a selling point. They dont feel like they are stuck and some will be more willing to use our service. Things happen and people need to make budget cuts, we understand that and most of thetimewindowcleaningisthefirstthingtogo.Thatsnottosaywenever enter into contracts because we do and currently are. It is usu-ally with corporate accounts that this route is taken and they typically are for one years time and then the contract goes back out to bid.

WCBO: For a typical store front account, how long does it take from starttofinishforeverythingtogothrough?

Sean: Every store is different. I have signed new accounts and not spent more than 5 minutes with the owner, in and out, quick and painless. They had a need and I was there at just the right time. Oth-ers have taken weeks or months.

WCBO: What types of hiccups might you encounter if any?

Sean: Not many to be honest. If I had to pick one, Id say the only common hiccup would be someone else coming in a short time after me and offering a lower price and the customer calling to ask what we could do about it. Normally I ask for the quote with the lower price. If it is reasonable we can do a price match. Sometimes though it is too low and not worth keeping the account for that price, so we say goodbye.

WCBO: What types of responses do you normally receive?

Sean: The most typical response will be, I already have a window cleaning service. Then you just have to work around that. Tell them our estimate is free and there is no harm in knowing what another company would charge them. Most people can understand that and hopefully once they see your price they are interested in talking about your service further. Thats when you have to sell them on switching to you.

WCBO: Are the places that youve been trying to get for a long period of time (months, years) that just keep saying no? If so how do you change your approach each time you go, alter price, free clean-ing, etc?

Sean: Sure there have been places that I have been trying to get into for years. It can be very frustrating. Most of the time we are losing out on these because of price so the best approach is to reevaluate the last price offered and try to come with a better offer. Ofcourseitstillneedstobeprofitableforus.Iwouldnevertakenewaccount just to increase account volume.



The 20-Window Special

In late 2000, I invented the 20-Window Spe-cial that is used across the country today.

For those who are unfamiliar with the con-cept, it works just like it sounds. Set a price for twenty standard two-pane windows to be cleaned; we started with a price of $149. We now charge around $199 - $219 today depending on season.

I remember it well: I had been in business for just about a month, and I was looking for a quick and easy way to estimate jobs over the phone - this was the easiest thing I could think of. Most homes that I was targeting atthetimehadabouttwenty-fivewindows,so I thought this would be a nice, easy way to quickly give a customer the idea of how much it would cost to get their home done. It worked like a charm right off the bat; the mo-mentweintroduceditonourfliers,thecallsstartedfloodingin.Ithinkitworkssowellbecause its so easy for potential customers to understand. Everyone thinks they have about twenty windows, so they see that price and realize they can get basically all the windows in their home cleaned for around two hundred bucks.

As time went on and I got savvier about targeting homes with more windows, we still kept the 20-Window Special because it worked so well. One of the beautiful things about it is that any extra windows they had cleaned would be at our normal price of $15 - $22 a window depending on the season. So the special gets you in the door, but you make the real money from all the other win-dows. Occasionally someone will demand two 20-Window Specials to cover their 40 + windows. Depending on the customer and time of year, we usually honor that request.

Seasonal Flux Supply and demand

I didnt really catch on to the fact that I could charge way more during busy seasons then I could during slow ones. Some time around the year 2003, I became very aware of the amazing ways you can manipulate supply and demand. Its pretty simple:

Jan, Feb, March Low or normal pricing, $15 a window Low demandApril, May, June, July - Our highest prices of theyear,$22awindowVeryhighdemandAugust, September Our lowest prices of the year, $10 $12 a window Low de-mand. We bring our prices down very low andmakealmostnoprofitinAugustandSeptember. The main reason for this is to keep the staff busy and working, and to keep thecashflowmoving.

October, November, December Prices arent quite as high as they were in the spring, but they are nowhere near as low as they were in the summer.

Allowingforfluxinyourpriceslikethisensures you can always get top dollar year-round. Play around with your pricing a little bit, and you will be surprised at what you can get,especiallyinbusyseasons.Ifyoufindyourself booked out more than two weeks, this is the perfect time to experiment.

A practice that we started a couple of years ago that has worked well is scheduling the customer around what they want to pay. For example, if a customer calls during the busy season and thinks the price is way too high, you can offer to schedule them in a slower time of year. For us its August, but it may be different for your area.

On a daily, weekly, and monthly basis I keep a close eye on our booking ratio. The number of people that have called in for an estimateVStheamountofpeoplesched-uled. For us, 90% is the magic number. If I see that our booking ratio is starting to vary from that, I know its time to start adjusting prices. If I see our booking ratio climb above 90%, its a clear sign for me our prices are too low and we will do a dollar or two per window increase the next day. Whats your magic number?

Phone estimates

It took me about a week of being in business to realize that it would be crazy to estimate a residential cleaning job any other way then over the phone. Commercial and storefront we will always go look at personally, but resi-dential gets handled over the phone. Roof cleaning, windows, gutters, and pressure washing can all be systemized to be bid very accurately without ever seeing it in person. Its getting even easier these days with the advent of better satellite mapping technol-ogy. Our call center sales people all always keep Bing maps open in a browser tab for quick viewing.

I originally headed down this phone estimate path with the thought of: would I rather spend one or two days a week looking at jobs for free, or would I rather be cleaning glass and actually making money? Dont think it cant be done until you have tried it our way.

Download a free copy of our phone scripts right here: http://bit.ly/rUu1Ss

Pricing StructureBy Chris Lambrinides

The ResidenTial ManageR pRepaRes by:

Talk to all the techs asking what their plans are for the winter. Some just collect unemployment, some get another job, some stay working here.

Remind everyone they need to work till at least 12/24.

Buy Methanol and have safety meetings on the proper use of it.

Start making a list of what needs to be updated in the employee manual.

Start thinking about what will make next year better than this one.

The sales depaRTMenT pRepaRes by:

Getalloutboundcallsdoneand,thefinalround of specials out there.

Clean house; get rid of everything old, tie up loose ends.

Prepare some kind of emails or mailer to let people know we are still working.

Keep a close eye on weather.

Keep customer appointments on track, deter them from cancelling or pushing dates back fur ther and risking not getting done.

Every year All County goes through a slow. rough patch. Being on the East coast, we get hit with some of the worst winters out there and frankly our customers are too busy shoveling to want to have their windows cleaned. We also put gutter cleaning and power washing on hold until warmer weather as its unsafe for our employees, customers and machines. In preparation for the slow down that occurs over these 3 months, two of our main departments get thebruntofthework.Wewereabletocatchthemduringthiscrazytimetofindouthowtheyprepare.


how do you pRepaRe?

Pure water, made EZ.

www.rhgproducts.com

Tap water in, pure water out.

Getting each crew out in the morning is not an easy task. We asked All County Window Cleanings very own early morning manager,

Dave Bridghem, how he does it.

WCBO: Whats your position?

Dave: Early Morning Manager

WCBO: What do you love about your job?

Dave: The hours, I only work until 9 am whenever Im in. I live re-ally close to work which is nice and of course the people I work with are pretty cool.

WCBO: What do you hate about your job?

Dave: Waking up early, but luckily the feeling goes away after 30 minutes.

WCBO: What time do you get in, in the morning?

Dave: About 5.

WCBO: Yeah, that is pretty early. So is there anything that needs to be done to prepare for when the crews start arriving?

Dave: I have to take inventory and start the towels. I make sure that all of the crews paperwork and former days truck checklists, receipts and truck keys are together. Then I start to lay out each crews day from earliest to the latest arrival time from left to right with the proper truck keys with the paperwork. I layout the time cards as

well if theyre required.

WCBO: About what time does everybody start arriving?

Dave: Id say people start getting there around 5:25 am.

WCBO: How often are people late?

Dave: Every day. In most cases its 3-5 minutes, but every other week I get a really late arrival or a no show. When people are late I just question them on why. Depending on their response, whether it be speed, reason or attitude I may have to let them know my view on timeliness. From there it gets reported to Don and he takes it over.

WCBO: Do you ever give the guys new policies or procedures to sign?

Dave: Yes. From time to time Im asked to have the crews read and sign papers.

WCBO: Youre one of the only guys that has never had a window cleaning position here. Do you feel that the guys respect you even though youve never been in their shoes?

Dave: I think so. Me being there trying to aid in their speed and organization of their morning routine gets me the respect I need, I think.

WCBO: Well, thats cool then. Were right in the middle of your morning routine right now and I can see that everything runs pretty smoothly. Thanks for your time today Dave.

Morning MadneSS GeTTInG The Guys ouT The Door eACh MornInG

Photoshop File Edit Image Layer Select Filter Analysis 3D View Window Help

T

phoToshop

101In the last issue.. We went over the basics. How to identify, select and change a layer in your Layers Palette, the Type Tool and how to change the font color. From here well get into placing your logo and changing some general information on the front and back of the card.

The essenTIALs

roof-washing-card-front.psd @ 33.3% (Layer 34, RGB/8)ps

Adding your logo.. Now that you know where the Layers Palette is and how to select a layer, its going to be a breeze changing out your logo.

In all of our templates, the All County Window Cleaning logo has already been placed as a suggested guide of where to place yours. To delete that logo, make sure Auto-Select is checked like it is on our tool bar above (circled in red). Once this is checked, youre able to click on anything that is unlocked in your project. In order to delete the All County Window Cleaning logo, just click it and hit De-lete on your keyboard. Yes, its that easy!

Changing the phone number..

Changing your phone number or adding/deleting text in your project is just a click away. Take your mouse and click the text in your project youd like to change. This selects that layer. Move over to your tool bar on the left hand side and click the Type Tool. Your mouse will turn into this:

Now just click the type you had selected with the type tool and start typing or deleting whatever you need to. When youre done, select the move tool on your tool bar. Its the tool on the very top of your tool bar and is usually the preset when you open Photo-shop. This tool allows you to select layers and move objects around your window.

Resizing objects...

Always wonder what a quick way to manually transform or resize something is? Just make sure whatever object youd like to resize is selected (you can double check its selected by seeing if its layer is selected in the layers palette). Once the object is se-lected hit command and then the letter t on your keyboard. This will set a bounding box around your object and you can you your mouse to drag and resize it however youd like. If youd like to keep the shape proportionate, just hold the shift key down while you drag it to its new size. This option also allows you to rotate an object. When the bounding box is around it, navigate to a corner of your object, you will see little arrows. Once those arrows appear, click, and drag to rotate. You can also transform


Br Mb 33.3%

Auto-Select: Layer Show Transform Controls

Photoshop File Edit Image Layer Select Filter Analysis 3D View Window Help

R

G

B

0

0

0

Normal 100%

100%Fill:Lock:Layer 28

Layer 29

Layer 30

Background

Image 6fx

an object or text by selecting that layer navigating to Edit on the top tool bar and to Transform. This gives you other options such as Skew, Distort, Perspective and Warp. In this drop-down you can also rotate and scale the image or flip vertical or horizontal.

Adding Effects Like a Drop Shadow to Text and Objects...

Ever wonder how that drop shadow got there? For text or objects just make sure that layer is selected in your layers palette. Go to the tool bar on the top of your window, navigate to Layer then Layer Style and click Drop Shadow. This will open a new window which will allow you to play around with where you want your drop shadow positioned, the darkness of it and the distance from your object. Make sure that the box next to preview is checked so you can look at it before you set it.

Placing Images into a Project...

You can switch out any of the images in a project or add any images very simply. You can do it 2 ways. One way, is to open the image in Photoshop and drag and drop it into your document. When using this method, you may have to Select All to drag it. To select all go to Select on the top tool bar and then select All. You will see a dotted box appear around youre entire image. From here, make sure you select your move tool on your side tool bar and then just click and drag into your project. The other way is to go to File on your top tool bar and then Place. You just navigate to where the image youre trying to place is located on your computer and click Place. Either way you choose, once it is in your project it will create that image its own layer. From there you can transform it however you want.

How to Save Your File for Print...

Now that youre able to edit everything in your file, youre going to want to save it for print so you can send it to your printer or print it yourself! To save for print you can save it in 2 ways, as a jpg or as a print ready PDF. We like to save everything as a PDF so well start there. Once youve made all of the changes you want and are happy with what you have, hit save one final time. Then go to File-Save As. Choose where you want it saved to on your computer. Then where you see Format, change the format to Photoshop PDF in the drop-down. Hit Save. From there it will bring up a new window. Make sure next to Adobe PDF Preset that Press Quality is selected. Under Options make sure that all of the boxes are unchecked. Hit Save PDF. Now close out of your file. It will prompt you to re-save. Do not save. This overwrites your Photoshop file and wont let you edit it ever again if you need to. Close out of Photoshop.

To save as a JPG, go to File-Save As. Under Format select JPEG. Hit


Save. It will bring up a new window. Make sure next to Quality it says Maximum. Hit OK.

Both of these file types are fine for printing and most printers will ac-cept them. From here your next step is to have them printed!

From the information weve provided in this issue and the previous is-sue you should now be able to fully edit any of the Photoshop files that are available in the WCR Store.

Remember, all of these templates are available totally FREE for all WCRA Members. If youre not a member, visit TheWCRA.com and sign up today!

ESSENTIALS DESIGN PAINTING


An EstimAtEd

39 thousAndWindow cleaning complaints were re-corded across the U.S. in 2010 according to the BBB.

Resolving Customer ComplaintsthE Good, thE BAd And thE uGly

most Common CustomER ComplAint

Information is based on the happenings at All County Window Cleaning unless otherwise specified

stREAky WindoWs

The most common customer complaint this year was streaky windows. If a customer tells us they have any problem we will always send a crew back to touch up. Thats part of our 100% satisfaction guarantee.

most outRAGEous CustomER ComplAint

A customer accused our crew of stealing her kids turtle. Not a stuffed one an actual live turtle that was in an aquar-ium. My family has a pet turtle too and the same kind that the customer was missing. I knew that ours has jumped out of the tank a couple times and hid in various places inourhousesometimestakingusawholedaytofindit.So, I explained this to the customer and she said shed go

look for it but I could tell she didnt believe me at all. This ended with her never calling us back about it and we just cleaned her windows again this year with nothing more said about the turtle. I think she was embarrassed by it.

tuRtlE thEft

Complaints


An EstimAtEd

80%Of All County Window Cleanings complaints are the fault of the employee.

hoW this ComplAint is noRmAlly REsolvEd sEnd out A nEW CREW

Sometimes send the employee there to see what they did wrong. But, most of the time the customer does not want the original crew back so we send a different crew to do any touch up work needed and they then get half of the original commission on the job. The original crew loses half of their commission on the job.

most Common WAys ComplAints ARE REsolvEdChEApEst RoutE

Offer a crew to go back to touch up A percentage off their next service Return some money A full refund

I always try the absolute cheapest route to get the customer to be completely happy with us in the end. I never want to lose acustomerbecauseofsomethingwedidwrongandIfindthecustomers that I am able to keep happy in the end are then our most loyal ones. The cheapest is always a phone call and try to talk the customer through the complaint. Hopefully, they just want to complain and thats it. Just being heard is all they need. But if that doesnt cut it here are the steps we normally take from top to bottom. Every complaint is as unique as the customer is and the key is tojustquicklyfindwhatwillmakethemhappyinthecheapestway.

1. We miSSeD a WinDOW 2. The SillS are STill DirTy

3. The SCreenS Were nOT PUT BaCk in PrOPerly

top 3 Common ComplAints

most EXtREmE CustomER ComplAint

CRushEd fEnCEAll of our trucks are manual trans. One of our guys de-cided to just start the truck to get it to warm up. He went to start the truck in a standing position from outside the

truck just by putting his right foot on the clutch while his left foot was on the ground outside the truck. He forgot he left the truck in gear when he turned it off and so when he took his foot off the clutch it launched forward crashing through the customers fence and storage shed coming to rest on the customers 4 wheeler.

AdviCE?Probably about half of the complaints that come in are because improper communi-cation. I am constantly telling our guys to communicate things to the customer so that they wont call us back for stuff like dirty windows when really they have broken seals or damaged windows that were already damaged before we even got there.

Complaints

22 November - December 2011

How to sell over the phone

Phone Rep: Good morning this is Shannon how can I help you?Customer: Hi Im looking to get my windows Cleaned? Phone Rep: Sure have we done work for you before? Customer: No, but youve done work for my neighborPhone Rep: Thats great.. I just need to ask you a few questions and we can get you a price. Can I get your name please? Address? Phone number? (at this point we would go through a full estimate with them)Phone Rep: Okay based on what we just went over if we were to come out and clean inside and out which includes removing, washing, putting back of any screens present as well as wiping away any loose dirt/cob-webs from the tracks and sills it would be $xxx.xxCustomer: Do you have any specials running? Phone Rep: Yes I have already included our 20 window special for you on the windows, we also have some deals running on power washing, gutter cleaning and our new roof washing service. Also, if you have an email ad-dress I could keep on file we do send out some exclusive offers periodi-cally.

Inbound Calls

# Of CAllS PeR DAYblah blah blah 50

100SlOw SeASON

BuSY SeASON

42,000HIGHeST BOOkING DAY eveR!

APRIl, MAY, JuNe & NOveMBeR

$-HeAvIeST TIMeS Of YeAR

fOR INBOuND CAllS 75%25%

Of INBOuND CAllS ARe ReTuRNING CuSTOMeRS

Of INBOuND CAllS ARe New CuSTOMeRS

www.windowcleaningbusinessowner.com


Customer: HelloPhone Rep: Hi this is Shannon with All County window Cleaning, we do power washing for youCustomer: Oh yes hi how are you? Phone Rep: Im good thanks, Im calling because I see we havent had you on the schedule yet this year and wanted to let you know we have some great specials going on right now.Customer: Really? whats your price now?Phone Rep: Right now our special is $xxx.xx. This is only about $5 more than you paid 2 years ago.Customer: well I was thinking about waiting until the fall to have this done. I have family coming in for the holidays.Phone Rep: I understand. we could schedule out as far as you need and still lock in this pricing. I also notice here that we have a window estimate on file for you as well.

Outbound Calls

# Of CAllS PeR DAY 30100BuSY SeASON

SlOw SeASON

MeSSAGeS vS. lIve PeRSON70/30

?HANG uPS PeR DAY:

3-5JulY, AuGuST, SePTeMBeR, OCTOBeR

-HeAvIeST TIMeS Of YeAR fOR OuTBOuND CAllS


DON'T FORGET!!!INBOUND CALLS

DODO get all their infOrmatiOn first name, aDDress, phOne numberDO finD Out hOw they hearD abOut yOuDO upsell Other servicesDO make them aware Of pOli-ciesDO infOrm them why yOure the best chOice

DOntDOnt give away yOur pricing, etc. w/withOut knOwing whO yOure talking tODOnt ask if they want tO scheD-ule; tell them yOu can get them On (? be mOre specific)DOnt fOrget tO tell them all the services yOu OfferDOnt DOubt yOurselfDOnt be unprepareD; knOw what yOure talking abOut

OUTBOUND CALLS

DO have a plan Of actiOnDO have yOur Offers/spiel pre-pareDDO have sOme aces up yOur sleeve, i.e., sOme secret cOupOn DO be cOnfiDentDO knOw yOur custOmer

DOnt get DiscOurageDDOnt give in sO easily; yOu wOnt lOse every sale by hOlDing yOur grOunDDOnt let them blOw yOu Off; tell them yOu will call backDOnt leave things Open enDeD; set a time limit On OffersDOnt get caught up in wOrDing; be flexible; gO with the flOw Of cOnversatiOn

tO DOwnlOaD the full versiOn Of the inbOunD anD OutbOunD phOne scripts, please visit:

http://bit.ly/ruu1ss

Dear Window Cleaning Business Owner,

Window Cleaning Resource.Com is the world's largest community of professional window cleaners with more trafficthanalltheotherwindowcleaningforumscombined.Thousandsofwindowcleanerscheckinonadailybasis to laugh, learn and grow their window cleaning businesses.

Register for a Free account today at http://www.windowcleaningresource.com. Yes - It is completely FREE Join us today and start networking with other like minded window cleaning business owners.

We can't wait to see you there!

Your friends,The window Cleaning Resource Team

Window Cleaning resource. "A Community of friends and peers. Guys and gals that come togethertolaugh,learnandhelpgroweachothersbusinesses.It'sthefirstandlastwebsitewe check everyday and, of course, our favorite".Chris and Alex lambrinides - founders of window Cleaning Resource .Com

Window Cleaning EntrepreneursGo to Grow

where

let us help you grow your business...

Downloads. Thousands of free forms, documents and marketing pieces. Swap and share successful materials with window cleaners across the globe.

advice. Real window cleaners, with real window cleaning experience, sharing their extensive knowledge in all things that are window cleaning.

resource. WCR truly is a window cleaning resource. We are considered the Google and Wikipedia of window cleaning. If it's window cleaning related we have it.

www.windowcleaningresource.com

videos. Free access to thousands of win-dow cleaning videos. The largest library on the planet. New Products How-To's Growing Your Business TechniqueVideos Tool Reviews

Start your own Pressure Washing Business with ourcomprehensive training package.

Have you ever wanted to start your own small Pressure Washing Business?

Our Pressure Washing Business Package teaches you practically everything you need to know to start and grow a successful Pressure Washing Business. Modules within the program include:

* Proper Business Formation

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* Marketing & Advertising (with step-by-step examples)

* Client Building Techniques (commercial & residential)

* Bidding and Estimating Tutorial

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* Estimating Software

* Much More...

Entire program is mailed to you on easy-to-use CD-ROMor can be downloaded from our website.

order Directly from our website:

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harper Companies pressure washing program po Box 4772 Chattanooga, Tn 37405

Pressure WashingBusiness

What is it?

Google Apps is a free productivity suite put out by Google; they also put out a paid version for larger corporate clients, but if you have fewerthantwenty-fiveusers,itisfreeofcharge.Themainpartofthecore suite features email, calendars, chat, web pages and docu-ments. It allows you to have a cohesive system of communication that connects your employees and allows them to work together. They have recently added hundreds of new apps, both paid and free to the market place. The new apps are worth a look, but the core suite is powerful enough to keep you busy and productive for a long time.

Getting Started

All you need to get started is a domain name and a free apps ac-count. You can get your account here: http://www.google.com/appsInstallationandconfigurationtakesabouttwentyminutesforanexperienced web user. You will need to paste a little snippet of HTML code into your website, and alter your mx records inside your current email server. Detailed instructions are provided at sign up. Installa-tion is the only part that can be a bit tricky - if you would like to avoid thefrustration,navigateoverto:http://www.fiverr.com.Youcancon-nectwithsomeonetherethatwillinstallitforyouforfivebucks.Once Google Apps is installed, everything else is simple and straight-forward. You can easily set up email addresses, calendars and overall user permissions right from your administrator panel.

email

Email is our favorite and most used feature; it gives you custom email for your company based on your current domain. My website is: http://allcountywindowcleaning.com/

With Google Apps installed, I can now easily create any email ad-dresses off my domains url. Using [email protected] has a whole lot of advantages over using something like [email protected]. Your outbound messages look more profes-sional, and it lets you build an identity with your clients. On the back end, youre really just using Gmail, but no one you interact with needs to know that. You can also use your email with any modern smart phone or web browser, so youre free to break ties with Out-look and work with your email wherever is most convenient for you.

Documents / Spreadsheets

The need for expensive Microsoft programs is no more. The app Google Docs For Your Domain provides a full replacement for Word, Excel and Power Point. Google Docs works across multiple operating systems and can be used on any device with an internet connection.

But,bestofall,yourdocumentsandfilesresideinonecentralloca-tion in the cloud. Much like the calendar, documents can be shared across multiple users with different permissions and abilities. Lets say, for example, you have a shared budget spreadsheet. Instead of emailing around the most recent version of a document, everyone has access to the most recent version in the cloud. Your staff can even edit the same document at the same exact time.

At All County Window Cleaning, we keep hundreds of spreadsheets and documents inside Google Docs. There is no need for constantly emailingfiles;everybodyhasaccesstothemostrecentfilesallthetime.

Calendar

Keep your business on schedule with the built-in Google calendar! Aside from managing your own personal and business schedule from anywhere with an Internet connection, you can also manage your crew or multiple crews all from one location. Individual calen-dars could be made for each crew leader or truck, and shared out to multiple people. For example you could make a schedule called Truck Two,, and share it with Scott, that trucks team leader. Scott can view his work schedule from his phone or computer as well as be alerted to changes on that calendar. If Mrs. Smith pushes her ap-pointment back one hour, all you have to do is make a quick change to the calendar and Google handles the rest. Scott will automatically get a text message to his phone and or an email alerting him of the change.

You could also take your calendar a step further and publish it on your website so customers can see when you have availability. Pri-vacy controls enable you to show and share as much or as little infor-mation on the calendar as you wish. At All County Window Cleaning, everyoneintheofficekeepsacalendarthatissharedwithme-Iuseit to keep track of projects, manage productivity, and schedule group meetings.

Pulling it all together

All of these features and more can be used and accessed from one browser window. What I described in this article barely scratches the surface of the programs capabilities, and best of all, its free! Get signed up today and try it out for yourself.

google aPPS

We started using Google Apps For Your Do-main the moment it launched in 2006. It has become essential to the way we operate and

communicate every day.

By Chris Lambrinides



A DAy on the JobWith SuperviSor DAve from All County WinDoW CleAning

Upon arrival, I clock in and review my work orders for the day. Depending on the types of jobs (window cleaning, power washing, roof washing or scratched glass removal) and the notes, I load the truck with tools and equipment accordingly. I also anticipate the add-ons that I may be given and load tools for that as well. If Im work-ing with other people, I have them help me as well. If I have any questions, I ask eitherDaveorDon.Iftheycantanswer,IcallShannon.Ialsofilloutatruckchecklistnoting any problems with the truck.

trAvel timeItusuallytakesaboutanhourtogettothefirstjob,de-pending on where it is. I do not make any stops. I dont like stopping at all during the day unless Im going to be really early.

Upon arrival at the customers house, I gather the paperwork I need (work order, window count sheet for windows, scratched glass waiver) and knock on the door to introduce myself and my crew to the customer. I explain to the customer the process we will take to complete the job and what they need to do, if any-thing. Then some of the crew and I go inside to unclip screens while the rest of the crew is getting ready (unstrapping ladders, gathering and preparing tools, etc.). I do a window count and verify the price of the work the customer wants done. As I am doing the window count, I am also thinking of the best way to do the work.

upon ArrivAl At All County WinDoW CleAning

upon ArrivAl At the CuStomerS home...

v.S. Storefront ACCountSAt a store front account, I usually dont contactthecustomerfirstunlessthenotes say to do so. I also dont do a window count sheet or have them sign a scratchedglasswaiver,unlessitsafirstservice. The waiver gets signed when the store is signed up for service. When the job is complete, I have them initial my route sheet and pay for the service.


officeCalling..

ring ringIcalltheofficewheneversome-thing changes. (ex, if a customer refuses service, only wants partial service, etc.) I receive calls from theoffice,onaverage,about,2-3times a day for residential days, and I rarely receive any calls when Im out doing commercial.

hAnDling the bill...When were getting close tofinishing,Iwillgowritethe bill while the rest of the crewfinishesandloadsthetruck. By the time I collect payment from the customer and check that everything is done well, the rest of the crew has everything loaded and we are ready to go.

CuStomer relAtionS...

Whileonthejob,wetrytoworkasefficientlyaspossible.Dependingonthecustomer, I try to work as I talk to them. Most customers will leave you alone as you work, but some have a hundred questions and want to talk about anything. I try to be as polite as possible to them when they are talking, but I try to ease my way out of the conversation in order to get back to work.

CheCking up on the CreWOccasionally, Don will come to check and see how the job is going or to take pictures.

returning to the offiCe...

Whenwegetbacktotheoffice,weunloadthetruck.Wealsofilloutatruck checklist like in the morning and an end of the day sheet with the work order numbers and totals for the day. Everything is put in an envelope and is dropped off in theoffice(ifsomeoneisstillthere).When we are busy, we usually get backaftertheofficeisclosed.Iftheofficeisclosed,weputthepaperwork and keys through a slot in the wall. On the other side of the wall is a basket in a locked room so that the money, keys, and paper-work are secure.

on AverAgeDepenDing on the Size of eACh Job

4 - 5 JobS get Done on A reSiDentiAl DAy25 - 35 JobS get Done on A CommerCiAl DAy


no more then90daysPeople dont normally stay on AR for more then 90 days. After that they go to the collection agency whether its commercial or residential. If its commercial we suspend their service until they pay. Normally residential accounts dont make it to collections. We ask that customers pay upon comple-tionandtakeacreditcardonfileaswellasadepositbeforetheserviceiscompleted.Therearesome exceptions and some clients are given a break if theyve been with us for awhile or have paid with a check in the past.

GeTTinG a CarD On File

Residentialareonlyaskedtoprovideacreditcardonfile.Somecommercial accounts pay with a credit card and are on something we call EZ pay that they sign an agreement for before we service them.

Weve had cards that have been declined when dealing with resi-dentialaccounts.Thisisusuallyaredflagthattheyregoingtobeadifficultpayerandtheyautomaticallygetsenttocollections.

When nO One iS hOme

If theyre not there and theres no check orcreditcardonfilethenaninvoiceismailed at the end of that day. A phone call is also made to check in and make sure when they did get home everything was to their satisfaction. Its really a Im sorry we missed you today type call ask-ing to please send payment. $yOU OWe US!Commercial is always given 30 days to pay while residen-tial customers are asked to pay upon completion of the work. With commercial if its not paid within 30 days I contact AP for the company and just ask their status. Usually theyve just missed it and just need it resent.

ACCOuNTS RECEIvABLEGETTING PAID

invo

ic e

hello?please pay!

The BiGGeST FrUSTraTiOn WiTh ar

Some of the challenges are with my commercial accounts. For example we have a golf resort that hasnt paid, supposed to be a big corporate account and they have over $500 on their balance right now thats owed. Normally when a commercial account accumulates a balance theyre left a statement and a balance each time someone goes for service at that location. Each service for this particular account is only about $30 so having over $500 outstanding theyve obviously had many free services. It gets frustrating when the window cleaners go back out with this balance sheet and statementandnobodyredflagsthemtostopserviceorsayanythingtomeaboutit.Thatsoneofmy biggest frustrations.

rememBer

Always know who youre supposed to contact (whos the one whos going to pay).

Dont be scared to ask for payment, most people just need to be reminded.

Always follow up with an invoice, if they have an outstanding balance, follow up with an aging balance.

Consistency. Just keep on them and youll get it.

exTenDinG CreDiT aGain

We usually extend credit to commercial again, because we want their service again. Weve even had residential accounts go to collections. About 3 or 4 years ago we had a customer that went completely crazy when we had a crew out on the job. She refused to pay the $200 bill and ended up going to collections. Right now were pushing a lot of roof cleaning and gutter cleaning and we justsohappentohavereceivedacallfromherhusband.Ofcoursewekeepafileonourcustomersandflagtheonesthatwereoutrageousorhavenotpaidinthepastsoweknewwhenhecalledthatweve serviced him in the past and what had happened. He wanted to book a job for over $1,000 in roof washing and gutter cleaning. Instead of turning it down because of the $200 job in the past, we took it.


exCUSeS, exCUSeS, exCUSeS

We dont get anything too crazy. With residential its usually the same story and theyre just trying to get out of paying all together. They claim that theres a check in the mail which never ends up getting to you.

Ive had a lot of, well my ex husband is supposed to be paying that but he no longer lives here, or they try to use their ex husbands credit card and its declined. Ive had charge backs because theyve claimed weve damaged something that they never told us about until months and months later. Theyre hard to ever collect on.

AllCountyWindowCleaninggotitsveryfirstjobwithin3hoursofputtingoutourfirstflier.I instantly knew it would be our key to success. Today over 11 years later it still remains the heart of our marketing program and company. Here is our direct mail marketing ap-proach step by step, from deciding whom to mail to getting them into their mailboxes.

direct mail marketing

Melissa Data

1)Figureoutonamapyourofficialservicearea.Drawabogcirclearoundyourhomebasetouchingoutasfarasyouarewillingtotravelfora job.

2) Record the town names from within the circle into spreadsheet software. List out all the town names and zip codes into individual cells down the left side.

3) Using the free website: zipskinny.com research the towns in the spread sheets and record each zip codes median household income into the spreadsheet next to the appropriate town.

4) Sort that spread sheet from highest to lowest median income. You now have a list of towns you are willing to service listed out by those with the most disposable income and the least disposable income.

5) We take the top 10% wealthiest from our list and target them directly with focused direct mail campaigns.

90210

Search

enter ZiP Code, ZiP+4 Code, City name, Phone number or area Code.

#1deciding who to mail toresearch! My theory has always been the people with the most disposable income, that live in great neighborhoods are those most likely to be consumers of profes-sional cleaning services. This applies to Window Cleaners, Pressure Washers, Gutter Cleaners, Roof Washers, Carpet Cleaners etc..

#2using melissadata.com to figure out specific carrier routesgetting down to business!1) Navigate to www.melissadata.com

Resources

Free ZIP Code & Address Info Free trials & demos Get our newsletters Article library Whats new Postal & industry news Favorite Authors

2) On the bottom right corner of the page youll see something that looks like this. Click on Free ZIP Code & Address Info.

3) On the next page, click ZIP Code LookUps

4) Enter a ZIP Code from your research (we used 90210 as an example)

State

Type of Zip Code

USPS Preferred City Name

Lst 30 Days Home Sales in Zip

Businesses in Zip

Population (2000) of Zip

USPS Residential Deliveries in Zip

USPS Business Deliveries in Zip

USPS Apartment Deliveries in Zip

USPS PO Box Deliveries in Zip

Area Code

Metro Area (Code)

Time Zone (Local Time)

County Name (FIPS)County Seat

Earthquake Hazard

California (CA)

Standard Map of Zip Code

Beverly HillS

8 Average Price $5,487,000

6,687 Click here for list

21,396

6,951

1,460

2,517

0

310

loS AngeleS-riverSide-orAnge County, CA (4472)

Pacific ( 11/9/2011 11:59:37 AM)

loS AngeleS (06037) 100.0% Addresses in CountyLOS ANgELES In-Out Flow Economy

Moderate

Results for ZIP Code 90210Campaign Contributors Carrier Routes Climate Income Tax

Nearest Mailing House NonProfits Public Schools Street Names in ZIP

5) Information will come up for that particular zip code

PleaSe nOTe TheSe DireC-TiOnS are FOr mailinG TO WhOle neiGhBOrhOOD anD TOWnS OF yOUr ChOiCe. iT iS nOT a ranDOm liST OF PeOPle BaSeD On inCOme DemOGraPhiCS.

C011 City 06037 0 0 0 255 $181,000 $3,517,423 Map

C010 City 06037 3 585 0 75 $49,000 $1,278,753 Map

C014 City 06037 1 0 0 130 $161,000 $2,837,493 Map

C016 City 06037 85 35 0 35 $59,000 $271,751 Map

route Type of routeCounty Code

Business Count

apartment Count

PO Box Count

residential Count

avg household income

avg Property value

view map

results for ZiP Code 90210Campaign Contributors Carrier Routes Climate Income Tax

Nearest Mailing House NonProfits Public Schools Street Names in ZIP

6)Tonarrowdownyoursearchtospecificcarrierroutes,clickCarrier Routes.

7) A list of all the carrier routes and their information will come up for that zip code. This information includes the number of residences, busi-nesses,POBoxes,apartmentsandaveragehouseholdincome.Scrolldownthelistuntilyoufindaroutethatlookspromisingforyourtargetmarket. We looked for a route with a high residential count and a low to none business count (because were targeting residences) with a highaveragehouseholdincome.Whenyoufindarouteyouthinkyoumightlike,clicktoviewthemaptogetabetterlook.

8) Put the map in Hybrid or Birds Eye view. This allows you to see the landscape and residences in that carrier route. You can tell by this if youre going to want to hit that area in your direct mailing.

9) Underneath the map is the carrier route information. If youre satis-fiedwithwhatyouseeinthiscarrierroute,makesureyousavethecar-rier route number (in our example it is C011). You will need this number later to complete your mailing.

Carrier route information

ZiP Code

Carrier route

route Type

Business Deliveries

apartment Deliveries

PO Box Deliveries

residential Deliveries

average household income

average home value

90210

C011

City

0

0

0

255

$181,000

$3,517,423

* if you notice, this particular carrier route is a City route. The USPS recently made a change to the law that allows you to do bulk mailings to City and rural routes depending on 2 conditions.

1) your mailing must be over 200 pieces and you must mail to 90% of the route.

2) your mailing is larger then letter size, i.e. longer then 6 inches or taller then 5 inches.

The JUmBO CarDS in The WCr STOre WOUlD Be PerFeCT FOr

yOUr FirST mailinG SinCe Theyre 8.5 x 11 inCheS.

29www.windowcleaningbusinessowner.com September - October 2011

Gettingadirectmailpermitwillonlybenefityouifyourestickingtothecriterianeeded to mail to City Routes. Again, thats if youre mailing over 200 pieces and the mailing is larger then letter size. This does not mean that you can only mail to City Routes though.

In order to obtain a bulk mail permit youre going to need to go to your Busi-nessMailEntryUnit.Thisisusuallyalargerpostofficethenyourlocalpostoffice.Youmayneedtomakeafewphonecallstofindthecorrectplacetogoinyourarea.Onceyoufigureoutwheretogo,youwillneedtobringafewthings with you in order to get your permit.

1)Money.Thefirsttimeyouregoingtopurchaseabulkmailpermitthereisa $185 application fee and a $185 annual fee. The following year when you

renew it will only be the $185 annual fee.

2) Two forms of ID. Youre going to need two forms of ID and one of them must be a picture ID like a license or a Pass-port.

Make sure you give a call in to your Business Mail Entry Unit before you go to double check what you should bring.

Once you get your permit, it allows you to use the permit indicia on your mailings. This is something that you, your graphic designer or the person that may be labeling them can do for you.

P R S R T S T DU.S. POSTAGE

PaiDKANSAS CITY, KSPERMIT NO. 648

#4using the carrier route information from melissadata.com for the uspsputting your research to work!1) Go to smp. usps. gov

This online tool helps you choose mailing routes by neighborhood, ZIP Code, city, or a target area around your business. So you will be able to use the information you gained from your researchonMelissaData.com.Thetoolevenidentifiesthenumberofactivehouseholdsandbusinesses in your chosen areas to estimate postage. It will also generate and print the ap-propriatedocumentationtotakewithyourmailingtothePostOffice.

2) Click this button (EDDM) which will take you to where you can get started.

3)EnterthesamezipcodeyouusedtofindyourcarrierroutesonMelissaData.com.Checkthe route types youre interested in, and just click residential for delivery types. Hit submit.

Geographic / address STeP 1By City By County By ZiP Code By location

Enter a ZIP Code.

ZiP Code

Submit

Select route and delivery type options.

route Types

City Rural/Highway Contract PO Boxes

Delivery Types

Business / Residential Residential

view Types

Table Map

Percent complete 0%

4) This will probably be more up to date then MelissaData so it may bring back different results. It will bring up the total postage costs if you were to mail to every carrier route thats checked on that list. You may not want to do that though and thats why we looked at MelissaData first.ScrolldownthelistanduncheckeveryrouteaccepttheonesyourchosefromMelissaData.Nowitcalculatespostalratesforjustthoseparticular routes which is more accurate to what youll be spending.

Selection results STeP 2

next

approximate Cost3.3 oz. (0.2063 lbs) or less

Flats Parcels

None: $55.48

Regional Plant: $46.05

Local Plant: $43.19

Local PO: $40.61

Quick Service Guides

ZiP Code route City State residential aDD/remove

Select All Total Routes: 1Total Deliveries: 286

173

663

286

228

270

332

90210

90210

90210

90210

90210

90210

C009

C010

C011

C015

C022

C023

BEVERLYHILLS,CA

BEVERLYHILLS,CA

BEVERLYHILLS,CA

BEVERLYHILLS,CA

BEVERLYHILLS,CA

BEVERLYHILLS,CA

Delivery Counts Last Updated: 10/15/2011

Customer information STeP 3 Percent complete 50%

Permit number

Permit Type

Permit Imprint Precanceled Stamps Metered

Company/mailer name

Post Office of Mailing

Print Documentation STeP 4

ever Door Direct mail Documentation for PS Form 3602

PS Form 3602-81 Postage Statement - Standard Mail with instructions

PS Form 8125Plant-VerifiedDropShipment(PVDS)VerificationandClearancewithinstructions

Print Facing Slip STeP 5

every Door Direct mail Facing Slip

5)Next,youwillfillinyourcompanyinformationandyourpermitinformation.

6) Now you can print your documentation and any other information that it prompts you to that you may need to send your mailing.

#5what mailer are you going to send out? picking a mailerItsnowtimetoselectadirectmailpiecetouse.Dontwasteanytimecreatingamailerorflierfromscratch.In the WCR store you can purchase every single one of my personal direct mail pieces that I have used for the past 3 years. There are dozens available in multiple sizes. The best part about them is they are all pre tested and proven to work. No piece enters the store until it has made at least $100,000.00 for my window cleaning company in a 10-week period. If that doesnt happen it doesnt make the cut. With Photoshop you caneasilyaddinyourlogo,prices,andcontactinformation.IfyourenotproficientinPhotoshopwecanhelpyouwiththattoo.

WCra members have unlimited free access to my entire library.

#6go locally or globally, lets just get them printed!get them printed!Shopforpricesatonlineprinthouses,uploadyourfileandhavethemdeliveredtoyourhomeoroffice.

WCRoffersfullprintservicesandwillmatchorbeatanyadvertisedpriceyoufind.

#7make sure you get your permit indicia on your mailerget them labeled!Youre going to want to make sure that either during labeling or creation you have your graphic designer or mail house put your permit num-berandindiciaonyourmailer.IfitswithinthestandardsforEveryDoorDirectMailyoucanevenusesimplifiedaddressing.Remember,theUSPS recently passed a law that if your piece is bigger then 4 x 6 then you can mail it to any carrier route (city or rural) just with the simpli-fiedaddressing.IfyouredoingresidencesandbusinessputPostalCustomer,ifyourejustdoingresidencesandPOBoxesputResidentialCustomer.

#8when to send out your mailerssending them out!Sometimeswhentosendoutyourmailerscanbeascience.AtAllCountyWindowCleaningwhentosendoutmailersisdefinitelyconsidereda science. We take into consideration the day of the week as well as the weather. Typically we do mailings every week, but if it happens to rain one week, the next week we will double up on mailings. The weather plays a big part on when things get mailed out. The day of the weekisalittlehardertopinpointbecauseyouneverknowhowlongthepostofficemightholdyourmailersforbeforetheyactuallygetsent.The ideal day for a mailing to hit is a Saturday because the husbands and wives are home together. You can usually tell when it hits on a Saturday because that Monday is really busy.

heres an example of what the back of your card will

look like with your permit and simplified

addressing.

scan this for a look at all of our printing prices

13September - October 2011

#10where to take your mailers to and what youll needsending out your mailers

#9time to fill out your paperworkpaperwork!Now that you have everything printed and labeled and youve figuredoutwhenyoullbesendingthemout,itstimetodoyourpa-perwork.Ifyouhaventalreadyfilledeverythingoutfromwhatyouprinted off of the USPS website, nows the time to do it. Make sure you keep this with your mailers so when its time to go, everything is together.

Thetimehasfinallycometosendoutyourmailersandsitbackandwaitfortheresults.FirstyouregoingtowanttotakeeverythingincludingyourpaperworktoyourBusinessMailEntryUnit.Thisisthelargerpostofficethatyouobtainedyourpermitat.Onceyouredonethereyoucandistributeyourmailingstothelocalpostofficesintheareasthat youre mailing to. We would consider these your mail destination unit. Once everything is delivered all you need to do is head back home and answer the phone. And of course prepare for the next mailing. Good luck!

Additional Postage Payment (State reason)

United States Postal Service

Postage StatementStandard MailPost Office: Note Mail Arrival Date & Time(Do Not Round-Stamp)

Mai

ling

Mai

ler

Pos

tage

Cer

tific

atio

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PS Form 3602-R1, April 2011 (Page 1 of 14) PSN 7530-07-000-6209 This form and mailing standards available on Postal Explorer at pe.usps.com.

Permit Holder's Name and Address andEmail Address, If Any

Name and Address ofMailing Agent (If otherthan permit holder)

Name and Address of Individual orOrganization for Which Mailing is Prepared(If other than permit holder)

Telephone Telephone

CAPS Cust. Ref. No.

CRID CRID CRID

Parts Completed (Select all that apply) A B C D E F G H I J K L M

Total Postage (Add Parts Totals)Price at Which Postage Affixed (Check one) Complete if the mailing includes pieces bearing metered or precanceled stamps.

Correct Lowest Neither __________ pcs. x $ _________ . _________= Postage AffixedPermit #________ Net Postage Due (Subtract postage affixed from total postage)

Total Adjusted Postage Affixed

Total Adjusted Postage Permit ImprintIncentive Claimed: _______________________________________________ The mailer's signature certifies acceptance of liability for and agreement to pay any revenue deficiencies assessed on this mailing, subject to appeal. If an agent signs this form, theagent certifies that he or she is authorized to sign on behalf of the mailer and that the mailer is bound by the certification and agrees to pay any deficiencies. In addition, agents maybe liable for any deficiencies resulting from matters within their responsibility, knowledge, or control. The mailer hereby certifies that all information furnished on this form is accurate,truthful, and complete; that the mail and the supporting documentation comply with all postal standards and the mailing qualifies for the prices and fees claimed; and that the mailingdoes not contain any matter prohibited by law or postal regulation. I understand that anyone who furnishes false or misleading information on this form or who omits informationrequested on this form may be subject to criminal and/or civil penalties, including fines and imprisonment.

Privacy Notice: For information regarding our Privacy Policy visit www.usps.com.

Signature of Mailer or Agent Printed Name of Mailer or Agent Signing Form Telephone

For postage affixed add additional payment to net postage due;for permit imprint add additional payment to total postage.

Postmaster: Report Total Postage in(Permit Imprint Only)

Move Update Method:OneCode ACS n/a Alternative Address FormatAncillary Service Endorsement FASTforward NCOALink ACS Alternative Method Multiple

AIC 130US

PS

Use

Weight of a Single Piece

____ . ____ ____ ____ ____ pound

Total Pieces Total Weight

Total Postage

Presort Verification Performed? (If required)

I CERTIFY that this mailing has been inspected for each item below if required:(1) eligibility for postage prices claimed;(2) proper preparation (and presort where required);(3) proper completion of postage statement; (4) payment of annual fee; and(5) sufficient funds on deposit (if required)

Yes No

USPS Employee's Signature

Are postage figures at left adjusted frommailer's entries? If yes, reason: Yes No

Round Stamp (Required)Payment Date

Print USPS Employee's Name

Date Mailer Notified Contact

By (Initials) Time AMPM

USPS

Use

Only

To b

e co

mpl

eted

inno

n-P

osta

lOne

!site

s USPS Use OnlyTo be com

pleted innon-P

ostalOne!sites

0

Mailpiece is a product sample.

Letter-size or flat mailpiece contains DVD/CD or other disk.

S

Processing Category

Type of Postage

If Sacked, Based on For Mail Enclosed within Another Class

Mailer's Mailing Date

For Carrier Route Pieces, Enter Dateof Address Matching and Coding

Statement Seq. No.

0

Total # of Pieces in Mailing

Total Weight

Permit Imprint

Metered

Precanceled Stamps

Bound Printed Matter Library Mail 125 pcs 15 lbs.

For Automation Pieces, Enter Dateof Address Matching and Coding

___ ___ / __ __ / ___ ___ ___ ___ ___ ___ / ___ ___ / ___ ___ ___ ___

Federal Agency Cost CodePost Office of Mailing

Permit # PeriodicalsParcel Post both

For Carrier Route Pieces, EnterDate of Carrier Route Sequencing

___ ___ / ___ ___ / ___ ___ ___ ___

Media Mail

No. and type of Containers

____ Sacks

____ 1 ft. Letter Trays

____ 2 ft. LetterTrays

____ EMM Letter Trays

____ Flat Trays

____ Pallets

____ Other___ ___ / ___ ___ / ___ ___ ___ ___

For pieces bearing a simplified address enter date of delivery statistics file or alternative method

CMMNFM

Catalogs

LettersFlatsParcels - MachinableParcels - Irregular

Single Class

Mixed Class

Combined MailingWeight of a Single Piece

__ . __ __ __ __ pounds Of total pieces, # withsimplified addresses

scan this for a wcra memberexclusiVe Video on direct mail

Keep your pure water system spot-free with a TDS meter or monitor!

[email protected]

Contact Your HM Digital Distributor!

Model DM-1 shown

DM-2 Inline Dual TDS Monitor

TDS-3Handheld TDSMeter

If you use a spot-free rinse, then your filters need to be changed from time-to-time. With a TDS meter, you can instantly determine your tap water purity level to see if you need to filter your water. If you do, you can continue using the TDS meter to determine when youll need to change your filters. Use a handheld TDS meter for versatility. Use an inline TDS monitor for quick check convenience. You can even use it for your drinking water!

Keep your windows spot-free and crystal clear!

Selected Features:

Wide range Simple to install and use Measures feed and product water Auto Temperature Compensation

SM-1 Inline Single TDS Monitor

MHD I G I T A L

How PURE is Your Water?

Truck setups

At All County Window Cleaning there are thirteen trucks available every day for pressure washing, roof-washing, and window-cleaning. There are three distinct setups to cover each of these services, as well as extra supplies kept in our garage for both commercial and residential jobs, as well as any other add-ons that they may be doing that day. Supplies are signed in and out on a regular basis by the window cleaners.

The standard setup for most of our trucks is pretty basic. They generally have a 24 ladder, a 32 ladder, a 12 step, and a 6 step. All of the ladders are equipped with LeveLoks. We dont have many extras on our trucks; even our tool belts and toolboxes are slimmed down. All of the window cleaners bring their supplies in at the end of each night, so theres not much left on the trucks in the parking lot.

Its the middle of November now, so our roof-washing and pressure washing supplies have been brought in to the garage for safe keeping in order to protect them from the cold weather. We have had a few warmer days lately, and were able to do a few more bookings, so everything is kept on hand until the temperature really starts to drop. At that point everything gets winterized and stored until spring.

TheofficialnameofourroofwashingsetupistheFatboyBandit, which is supplied by PressureTek. PressureTek also sup-plies us with things like Simple Cherry and Gutter Grenade. The setup is pretty straightforward: just a couple of batteries, a pump, and a chemical tank, which all go in the bed of the truck.

Right outside of the garage, we have containers set up to hold about 1,000 gallons of Sodium Hydrochlorate. This way, the pressurewashersandroofcleanerscanjustfillupinthemorningand go. They mix it with water right on the job.

Looking at our pressure-washing setup, its extremely simple.Wehavehoses,coldwatermachineswithaflowtankonthe

side, a little hose reel in the back, and a few chemical buckets. You can usually tell which trucks are used for pressure washing just by looking at the bed of the truck. Theres chemical residue all over it that gets cleaned the next morning before it goes on any jobs.

We dont keep a lot of equipment on the trucks because ev-erything gets stored in our garage. Most of it gets signed in and out every day by the window cleaners. Things we sign out on a regular basis are different-sized extension poles (Ettore and Unger) that are readily available for storefront accounts, winmates and a few water-fed poles. Right now were stocked up for gutter season, so we have a bunch of brooms and extra poles especially for gutter cleaning. In the same garage

WCBO Issue #7

Documents

Transcript of WCBO Issue #7