5 Fails by Angie’s List

Many window cleaners in North America use Angies List for getting jobs, but how do they perform for the customer?

5 Fails by Angie’s List — Why “Soft Skills” are Key to Customer Service Success Editor's Pick! (by Bob Thompson) - One might think that a small company like Angie’s List (~$100 million/year) would outperform e-commerce giant Amazon.com (~100 Billion/year) on customer service. Sadly, no.

After moving to San Diego, I was a happy Angie’s List customer, using the service to find local service providers for moving, cleaning, and more. All went well until I booked a house cleaning service advertised as “deep cleaning” when the actual service was anything but. When I contacted Angie’s List to complain — multiple times — the customer service rep (CSR) basically read me their terms and conditions which said no refunds after 30 days.

It didn’t matter that I couldn’t schedule the service provider inside that 30-day window. My only option was to book something else within another short time window, which I didn’t want to do. So, they kept my money. Yes, that’s right. Angie’s List kept my money and provided nothing of value whatsoever. That “free” money cost them a lot. I’m now a “never Angie’s List” customer, and have relayed my story to hundreds of people in person or speeches. And now I’m writing about it on CustomerThink, a site that serves 100K visitors per month.

So for a short-term “win” that forced me to comply with nonsensical rules, Angie’s List lost my business forever, and this post will be added to growing pile (82K and counting) of Angie’s List Sucks posts easily found on Google. Stupid beyond belief.

Contrast that with Amazon, where I recently had a problem with a delivery. I contacted them and they promptly refunded my money. The rep (yes, I spoke with a real live person) was helpful, friendly, and clearly wanted to resolve the issue to my complete satisfaction.

Agent Training/Development Ranked Biggest Investment

I recently completed a study of customer service practices (disclosure: sponsored by Oracle) to determine the relative impact of 14 different practices on success. My online survey (n=209) also asked service managers/execs to select their first-, second-, and third-largest customer service investments for the coming year.

Investment priorities generally correlated with the more critical customer service practices, including new customer service solutions, channels and other capabilities. However, one investment stood out as a bit of a surprise — “agent training/development” was ranked No. 1.

That raised a question for me — training in what, exactly? Here is what I learned after putting that question to a number of customer service experts.

Listen with Empathy

Nearly everyone mentioned how critical it was to truly listen what a customer is saying, and understand how they feel. As Jeff Toister points out, this skill shouldn’t be taken too literally and limited to just phone calls.

Listening skills including listening to and interpreting verbal messages, but I also include written messages (email, social media, text, etc.) in this category too. Employees are faced with countless distractions at work that make it difficult for them to understand what their customers really want and how their customers are feeling. One of the best things a customer service professional can do is try to understand the underlying emotion a customer is expressing when they’re sharing their issue.

My Angie’s List rep showed no evidence of actually listening, or caring about my situation — only in repeating their terms and condition. Fail #1.

Solve Problems

Why treat CSRs like robots and only allow them to do exactly what’s in a script? People have brains, put them to use! According to Steve Curtin, taking ownership is key:

… a process, policy or service model rarely contains the sentiment that a customer’s problem is your problem. When employees lack this mindset, their solutions to customers’ dilemmas are limited to what’s on the screen or page before them – and this may not completely solve the customer’s problem. But when employees take ownership by adopting the mentality that a customer’s problem is their problem, this enhances their ability to consistently resolve problems to the satisfaction, if not delight, of customers.

In my case with Angie’s List, the “problem” was a 30-day refund window which didn’t allow for fulfillment delays. But the CSR was clearly not interested in solving that problem, wasn’t empowered to give a refund, and refused to escalate the situation to management. Fail #2.

Defuse Anger, Build Human-to-Human Relationships

If everything went perfectly, you wouldn’t need customer service. But even in highly automated, quality-obsessed companies like Amazon, occasionally something goes wrong. At these moments of truth, Richard Shapiro advocates creating a human connection:

If a rep says, “I hear you are concerned, but I can help you,” it automatically provides a human connection, the first building block to building a relationship. In person, the rep can authentically compliment the customer about something he or she may be wearing or even make a comment about the weather. If the rep is on the phone with the customer, make mention of a noise in the background like a dog barking or baby crying. This shows the customer that the rep is actually a person, too.

I was unhappy when I contacted both Amazon and Angie’s List to deal with issues. Amazon handled it well, while the Angie’s List rep just poured fuel on the fire. Fail #3.

Turn Calls into Revenue

After my Amazon experience which required a refund, I was back online a few days later ordering more. Really outstanding CSRs can turn a customer call into new revenue, says Chip Bell:

Customers are smarter, Internet savvy and more demanding than ever. They expect CSRs to be smart and resourceful, not human robots with programmed scripts. Up selling takes specialized skills, not rote order taking procedures.

After my Angie’s List experience, I immediately stopped ordering and have tried my best to discourage friends and neighbors, too. Fail #4.

Blend High-Tech and High-Touch

With rare exceptions, most businesses will continue to offer customer service by phone, even as adoption of digital channels increases. In fact, a recent NewVoiceMedia study found that “68 percent of respondents claim they would prefer to interact with a live agent rather than automated self-help (FAQs/guided support, dial directories, chatbots, etc.) when dealing with customer service.” People are the key to delight customers, says Shep Hyken:

Obviously a good self-service portal on the company’s website is important, but there are many channels that customers interact on that are responded to by the CSRs of a company. A comment on a social channel, like Twitter or Facebook, will take a well-trained CSR to respond in way that is correct and personal. Until these online and social channels are take care of by computers and robots, in such a way that the customer is delighted with the interaction, it will be the people that will make the difference.

Angie’s List had good automated tools for finding contractors and booking orders. But when human judgement was required, they failed miserably. That’s Fail #5, which is enough for this article.

Empower, Reward, Improve

There are other skills that need development, including decision making and time management, says Bill Moore of Customer Relationship Management Institute (CRMI). He also counsels managers to empower their reps and recognize them for improving customer satisfaction:

Be sure to compliment the training with internal procedures that provide the service representatives with the authority to resolve conflicts up to a certain dollar amount without approval. The Ritz Carlton and Nordstrom’s are two examples of where employees are authorized a certain level of remuneration to immediately resolve a customer issue.

And … ensure measurable improvements of customer satisfaction are tied to an ongoing employee recognition and reward program.

And finally, Ron Kaufman writes that a passion for “perpetual service improvement” is the key to growth:

Excellence in service is not taking a prescribed set of actions. Rather, service excellence is taking the next right action to create new value, better value, or more than expected value for someone else; an internal colleague or an external customer. Service excellence is the commitment – not merely to predictable standards – but to continuously stepping up.

Bottom line: People still matter. My sincere thanks to the customer service experts who helped me better understand the skills customer service reps need to avoid defections (Angie’s List) and build genuinely loyal relationships (Amazon).

Chip Bell: The Chip Bell Group

Steve Curtin: Steve Curtin LLC

Shep Hyken: The Customer Focus

Ron Kaufman: UP! Your Service

Bill Moore: The Customer Relationship Management Institute (CRMI)

Richard Shapiro: The Center for Client Retention

Jeff Toister: Toister Performance Solutions

Start Up Secrets, Employees & Niche Add-Ons For The Entrepreneur

Keep your eye on the economy. As long as things get dirty, there'll be a need for professionals to clean them. But economic changes can mean changes in your market.

13 Secrets for Making Your Cleaning Business a Success: This excerpt is part of Entrepreneur.com's Second-Quarter Startup Kit which explores the fundamentals of starting up in a wide range of industries. In Start Your Own Cleaning Service, the staff at Entrepreneur Press and writer Jacquelyn Lynn explain how you can launch a profitable cleaning service, whether you want to offer maid services, janitorial services, carpet and upholstery cleaning, and more. In this edited excerpt, the authors offer words of wisdom from owners of successful cleaning businesses on what you need to do if you want to succeed in the cleaning industry. Nothing teaches as well as the voice of experience. So we asked established cleaning service owners to tell us what's contributed to their success and what they think causes some companies to fail. Here are their tips:

1. Never stop learning. The cleaning industry may not be the most glamorous or complex, but established business owners say there’s always something to learn. Technology advances affect the equipment you use, safety issues affect the chemicals you clean with, and there will always be ways you can enhance your organizational and managerial skills. Read industry publications, go to meetings and conventions, participate in trade organizations, and encourage your suppliers to keep you up to date.

2. Tap all your resources. A wide range of associations serves various aspects of the professional cleaning industry. These groups can help with operational, marketing and management issues. Many state and government agencies also offer support and information for small businesses.

3. Clean it like it’s your own. Regardless of what you’re cleaning and whether you’re doing traditional housecleaning, janitorial work, or providing a specialty cleaning service, clean like you’re cleaning your own home or office.

4. Develop systems. Systems provide a structure that allows you to work consistently and efficiently, and also let you create a company that will continue to run whether you’re there or not. Create systems for every function: cleaning, laundry, supervision, reporting, customer service, accounting and management.

5. Be careful! Though time is your most valuable commodity, don’t rush so much that you get careless. Customers will usually understand when accidents happen, but you’re better off if you don’t have to fall back on that. Also, the cost to repair or replace something--in out-of-pocket cash, time lost and damaged customer relations--is usually far more than the time you might save by working carelessly.

6. Don’t undersell yourself. When you’re starting out, you may be tempted to try to undercut the competition’s prices. A better strategy is to simply outperform them by providing quality work.

7. Take care of your employees. Your employees are critical to your success; after all, it’s the quality of their performance that determines whether your customers are satisfied. Look for ways to make them want to do their best. Train them well, don’t micromanage, and treat them with respect. Provide bonuses and incentives for top performance, and consider offering perks such as letting them use company equipment in their own homes.

8. Find a niche. Don’t try to be all things to all people; pick the market you can best serve, and focus on that. For example, if you choose to service smaller office buildings, you may not be able to provide quality work at a profitable price level to larger facilities. Excel in what you’re doing and build consistency in the services you provide. When you try to serve too many markets, you won’t be successful in any of them.

9. Develop your computer skills. You need to be as skilled with your computer as you are with a mop or buffer. The cleaning business may not be particularly high tech, but you don’t have time to do estimates, billing, payroll, inventory control and other record-keeping by hand.

10. Track labor costs. The biggest single expense you have is labor, and you must stay on top of it. If you aren't watching your labor costs every day, they'll get away from you. Compile a daily over and under report, which makes it easy to spot trends before they become major issues. If labor is on the increase, figure out where the problem is. Is the customer asking for extra services you aren’t charging for? Did you underestimate the time it would take to do the work? If you’re under on your labor estimates, make sure your employees are providing the quality you’ve promised.

11. Invest in customer service. The quality of your cleaning is important, but it’s not everything. Building strong relationships with your clients requires a serious commitment to customer service. Don’t assume that just because the work looks satisfactory to you that it is to your customers--or that there’s nothing else they want or need. Be sure to follow up with them consistently to find out how things are going.

12. Keep your eye on the economy. As long as things get dirty, there'll be a need for professionals to clean them. But economic changes can mean changes in your market. Residential cleaning services, for example, are often seen as luxuries, and an economic downturn could affect your customers’ willingness and ability to pay to have their homes cleaned. When business profits shrink, companies look for ways to cut expenses, which means they may examine their budgets for services that can be reduced or eliminated.

Also consider how the world economy can impact your profitability. If oil prices skyrocket, you’ll have to spend more to operate your vehicles, and your general utility costs will probably increase. When the cost of lumber goes up, so does the cost of bathroom tissue, paper towels and other disposable paper products you provide to your customers. You may be able to pass along some of those costs, but don’t depend on a thriving economy to keep your business profitable. Have plans in place so you can shift your market focus if necessary.

13. Don’t take every job. If you can’t make money on a job, or if the work is undesirable for any reason, turn it down. It’s better to focus your time and energy on profitable work you enjoy.

Pressure washing can be added to an existing cleaning business or operated as an independent company for a modest initial investment.

Start These 8 Niche Cleaning Businesses: This excerpt is part of Entrepreneur.com's Second-Quarter Startup Kit which explores the fundamentals of starting up in a wide range of industries.

In Start Your Own Cleaning Service, the staff at Entrepreneur Press and writer Jacquelyn Lynn explain how you can launch a profitable cleaning service, whether you want to offer maid services, janitorial services, carpet and upholstery cleaning, and more. In this edited excerpt, the authors describe eight cleaning services you can either run as an independent business or add to your existing cleaning service.

In addition to the more common cleaning services, there are niche cleaning businesses to consider, either as stand-alone operations or as companion businesses to your primary cleaning company. These specialty services require varying levels of training, skill and equipment, and you’ll need to do additional research on the areas that interest you.

1. Window cleaning. While some residential cleaning and janitorial services clean windows as part of their service, windows are a cleaning industry specialty. If you like working outside and don’t mind heights, window cleaning could be the perfect opportunity.

It’s a good idea to start your window cleaning service by targeting one- and two-story office buildings, storefronts and homes. As you become established and your skill level increases, you can expand to taller buildings. High-rise window cleaning requires an extra level of skill to ensure the health and safety of above-ground workers. You’ll need a controlled descent system for access to exterior high-rise windows.

2. Disaster cleaning and restoration. Many carpet cleaning and janitorial service companies do disaster cleaning and restoration for their customers, but this is a specialty area in its own right. You’ll need special knowledge in fire, water and smoke damage cleaning and restoration.

Once you’re trained, you can work with insurance adjusters and other contractors to provide all or part of the services needed. The Restoration Industry Association [ENT.COM: PLEASE LINK TO www.restorationindustry.org] offers training programs to help you develop the expertise necessary to provide this service.

3. Blind cleaning. Mini-blinds and Venetian blinds are common fixtures in homes and offices, and many consumers are choosing interior shutters as window treatments. Along with vertical blinds and pleated shades, all these window coverings attract dust and need frequent cleaning--the occasional pass with a feather duster isn’t enough to keep them looking their best.

Without the proper equipment, cleaning blinds can be time-consuming and labor-intensive. Special blind-cleaning equipment can speed up the labor process and allow you to offer this service at an affordable price. You’ll need to learn how to quickly and efficiently take down and rehang blinds, as well as operate your equipment.

4. Pressure washing. Pressure washing can be added to an existing cleaning business or operated as an independent company for a modest initial investment. Some of the more common uses of pressure washing equipment include cleaning and maintenance of residential and commercial buildings, walkways, parking lots, heavy equipment and vehicles, truck and automobile fleets, trailers, engines, warehouse floors, machinery, kitchen areas and sanitary areas.

5. Restroom cleaning. There’s a tremendous need for restroom cleaning, particularly in large public buildings, sports stadiums and arenas, and schools, and companies that specialize in this work are busy and profitable. Businesses want to provide clean, pleasant, fresh-smelling restrooms for their employees and customers, and they’re willing to hire specialists to get the results they need.

You’ll clean and sanitize restrooms on a regular schedule and stock the facilities with soap and paper supplies as requested by your customers. You may work directly for the property owner or manager, or you may subcontract through a janitorial service.

6. Chimney sweeping. The demand for chimney sweeping goes beyond residential fireplaces. The chimney sweep--or chimney service professional--aids in the prevention of fires, carbon monoxide intrusion and other chimney-related hazards that can be caused by fireplaces; wood stoves; gas, oil and coal heating systems; and the chimneys that serve them.

The basic task of a chimney sweep includes removing the accumulated and highly combustible creosote produced by burning wood and wood products, eliminating the buildup of soot in coal- and oil-fired systems, and getting rid of bird and animal nests, leaves and other debris that may create a hazard by blocking the flow of emissions from a home-heating appliance. Though the highest demand for chimney sweeps is in cold-climate regions, this is a service that’s needed throughout the country. In addition to cleaning, chimney sweep services may also offer repairs and parts such as chimney caps that protect the chimney from water, leaves, debris and animal intrusion..

7. Ceiling and wall cleaning. Ceilings and walls trap odors, smoke, oils, cooking grease, films, nicotine, dust mites and other unsanitary pollutants. These contaminants can reduce light by as much as 60 percent, dull the appearance of a facility and contribute to an unhealthy environment. Cleaning ceilings and walls is far more cost-effective than painting or replacing them. In fact, replacing a ceiling can cost up to 100 times more than cleaning it. Besides being part of standard building maintenance, various ceiling and wall cleaning techniques may also be used in disaster restoration work.

8. Post death and trauma cleaning. Post death and trauma cleaning services are usually called in after a homicide, suicide, unattended death or a non-fatal trauma where property has been contaminated by blood or other bodily fluids and tissue. Because of the potential health risks, it’s critical the job be done properly and thoroughly. In most cases, your clients will be the family of the deceased and you’ll be paid by an insurance company. You may also be called to clean up commercial facilities after an accident or crime that has contaminated a property.

You’ll need to make a substantial investment in training, equipment and supplies. OSHA requires that all workers performing this type of remediation receive the proper training and vaccinations, and be properly equipped with protective gear and cleanup tools. EPA regulations dictate the disposition of hazardous wastes, so you’ll need the proper tools and procedures to be in compliance. In addition to cleaning, you may also want to offer repair or replacement of structural components, such as carpet, flooring, cabinets, doors and walls.

A good rule to follow is to only hire people you would trust in your own home.

7 Training Tips to Get Your Cleaning Service Employees on the Right Track: What kinds of people make good employees for cleaning service businesses? Look for people who will be enthusiastic about their work and who enjoy cleaning. Of course, you’ll find people who say they love to clean and want to do it for a living, but they don’t completely realize that as a job, it’s hard work and physically tiring. If you sense a prospective employee feels they're “above” cleaning for a living, probe further during the interviewing process. If they really feel this way, they may come to work for you because they need a job and the money, but they probably won’t stick around very long. Turnover is expensive; it’s best to take the time to hire the right people in the first place.

You’ll probably improve your chances for a successful hire if you’re more creative in your searching techniques than simply writing a “help wanted” ad. Sources for prospective employees include suppliers, customers (Use caution here: You don’t want to lose a client because you stole an employee) and professional associations. Put the word out among your social contacts as well--you never know who might know the perfect person for your company.

College students make good employees, especially for janitorial services that are often looking for night workers. Students who attend classes during the day are often available to work for you at night. And if you find them in their freshman and sophomore years, you’ll have employees with the potential of working for you for the next three or four years. Residential cleaning services often find that mothers represent a strong pool of candidates, especially those looking to work part time while school is in session.

Consider using a temporary help or employment agency to help you find qualified employees. Many small businesses shy away from agencies because they feel they can’t afford the fee--but if the agency handles the advertising, initial screening, and background checks, the fee may be worth paying.

Use caution if you decide to hire friends and relatives--many personal relationships aren't strong enough to survive an employee-employer situation. The key to success as an employer is making it clear from the start that you’re the one in charge. Be diplomatic, but set the ground rules in advance, and stick to them.

Be particular about whom you hire, even if you’re in an area where competition for workers is fierce. A good rule to follow is to only hire people you would trust in your own home - that way, you’ll know you can trust them in your customers’ homes and offices. Remember, good employees are the key to happy customers, and happy customers are loyal.

Now that they’re hired, it’s likely that the majority of applicants for entry-level cleaning jobs will need training. This isn’t necessarily a disadvantage; in fact, you may prefer to handle this yourself since hiring individuals without professional cleaning experience lets you train them to clean your way.

If you think you can’t afford to spend time on training, think again--can you afford not to adequately train your employees? Do you really want them interacting with customers or cleaning homes and offices when you haven’t told them how you want things done?

These tips will help you maximize your training efforts:

Find out how people learn best. Delivering training isn't a one-size-fits-all proposition. People absorb and process information differently, and your training method needs to be compatible with their individual preferences. Some people can read a manual, others prefer a verbal explanation, and still others need to see a demonstration. In a group training situation, your best strategy is to use a combination of methods; when you’re working one-on-one, tailor your delivery to fit the needs of the person you’re training.

Use simulation and role-playing to train, practice and reinforce. One of the most effective training techniques is simulation, which involves showing an employee how to do something and then allowing them to practice it in a safe, controlled environment. If the task includes interpersonal skills, let the employee role play with a co-worker to practice what they should say and do in various situations.

Be a strong role model. Don’t expect more from your employees than you’re willing to do. You’re a good role model when you do things the way they should be done all the time. Don’t take shortcuts you don’t want your employees to take or behave in any way that you don’t want them to behave. On the other hand, don’t assume that simply doing things the right way is enough to teach others how to do things. Role modeling is not a substitute for training. It reinforces training. If you only role model but never train, employees aren’t likely to get the message.

Look for training opportunities. Once you get beyond basic orientation and job skills training, you need to constantly be on the lookout for opportunities to enhance the skills and performance levels of your people.

Make it real. Whenever possible, use real-life situations to train--but avoid letting customers know they’ve become a training experience for employees.

Anticipate questions. Don’t assume that employees know what to ask. In a new situation, people often don’t understand enough to formulate questions. Anticipate questions and answer them in advance.

Ask for feedback. Finally, encourage employees to let you know how you’re doing as a trainer. Just as you evaluate their performance, convince them that it’s OK to tell you the truth, ask them what they thought of the training and your techniques, and use that information to improve your own skills.

One Stop Shops - Look No Further?

They may be a place for all your needs, but do they have the experience or know how to carry out the job?

Look no further: If it happens outdoors, and it happens on your property, Serene Surroundings boasts a specialist to get the job done. The Plymouth, Mich.-based landscape design and maintenance firm works hard to “go deep” with customers. Eric Lloyd, one of three partners in the firm, says it’s not how long the customer roster is, it’s how many services each person buys.

This means a focus on truly being that one-stop property maintenance shop and building strong relationships with customers. “We are continuously developing the landscape company to offer more services within our core,” Lloyd says.

Currently, the company’s service menu includes the staple lineup of landscape design/build and maintenance services, including hardscape installation, lighting, tree and shrub care and fertilization. But the list goes on – snow removal, gutter cleaning, holiday lighting and window cleaning. Rather than choosing one service and specializing in that alone, Serene Surroundings figures it has the customer base. Why send them elsewhere for a service?

Of course, this business model comes with a price. Serene Surroundings must hire versatile employees, and good people are hard to find. But the benefit of providing a diverse service mix is added protection against recessionary swings. Serene Surroundings, a $1.5 million firm, has grown every year since it was founded in March 2004, Lloyd says.

Cross-promoting services - Before Serene Surroundings was a name, Lloyd and his partners, Paul Opdyke and Matt West, started Serene Surroundings and another business, Adventure Window Cleaning out of their home. The window cleaning client base was a mix of homeowners who bought the service once or twice each year – generally spring and fall – and commercial customers who contracted with the company for cleaning every year or two.

Lloyd and his partners later purchased a lawn care company and another window cleaning company as they grew. “The price was right as far as acquiring the lawn care company, and I had a background in landscaping,” he says. Most of all, he adds, “we had the customer base.” So Serene Surroundings became the lawn service portion of their operation – a separate venture that fits into the big picture of total property maintenance. The two distinct services have always been marketed separately, but they are cross-promoted.

For example, on Serene Surroundings’ website, one of the service tabs is labeled Adventure Window Cleaning – and the same goes for the window cleaning site, where a Serene Surroundings tab guides visitors to the landscape side of the business. The websites play a key role in linking the two different services, and spelling out the volume of offerings that Serene Surroundings offers clients. The company has invested the time and resources in its online marketing efforts.

“We do have a social media marketing and website management staff that is dedicated to (online marketing) and on the payroll,” Lloyd says of the company’s web developer and marketing manager. “That makes a big difference in terms of contacting clients.” Because the business model for Serene Surroundings is to capture more business from existing customers, its online outreach plays a critical role in executing that vision. All customer information, and their all-important e-mail addresses, are recorded in a marketing-driven database designed for the green industry.

Every Friday after lunch, customers receive a “non-invasive” educational e-mail from Serene Surroundings. Depending on the season, the topic may focus on planting annuals or keeping gutters clean. “While my partners and I are out in the field estimating, we keep an eye out and note overall problems in the area,” Lloyd says of gathering relevant content. For example, spring in Michigan brings winter thaw and drainage issues for many clients. So the topic of one e-newsletter may address solutions for this problem.

While visiting customer properties or suggesting enhancements, Serene Surroundings team members are trained to suggest other services, including window cleaning. This is often how the window business is introduced to landscaping clients. As for the window cleaning side of the business, the focus, again, is on marketing to existing clients. “Window cleaning is typically done once or twice a year for most residents and every one or two years for commercial, so we stay on top of the last time we were on every job,” Lloyd says.

The company initiates some campaigns via local magazines and offers 10 percent discounts for referral business. The goal is always to draw more of its landscaping clients into the window business, as well. Balancing the mix. These days, landscaping services represent more than three-quarters of the overall business. “In recent years, commercial window cleaning has suffered – companies cut it out of their budget in lean times,” Lloyd adds, noting how the balance of services has allowed the company to thrive even when certain segments are down. And in the landscape design/build sector, the bulk of Serene Surroundings’ work is property rehabilitation. “There wasn’t as much new construction work to be had when we started the business, so we focused elsewhere and (landscape rehab) has been good to us,” Lloyd says.

The key, again, is getting the same customers to keep buying more services that Serene Surroundings offers. “When we do a design/build job, we want that customer to stay with us for lawn care treatments, maintenance, shrub trimming, all of those things,” Lloyd says. There isn’t a (direct) discount for buying more services from Serene Surroundings – but the incentive for clients is the ease of calling one service provider to handle many needs. “We have a full-time office staff to answer questions and deal with issues, and me and my partners are very available,” Lloyd says.

As for building a staff that can manage all of the company’s offerings, Lloyd says that Serene Surroundings looks for employees who can be flexible. Sometimes, the company hires people with green industry experience – other times, they hire hard workers and develop through a training program. Plus, the company relies on its vendors to provide practical, field and classroom training experiences for workers.

And, when planning which crew to send out on a job, Lloyd always considers the strengths and skillsets of employees. For example, on a landscape rehab job that requires gutting the property and making irrigation and lighting adjustments before the landscape design can be implemented, he’ll make sure he has strong lighting and irrigation crewmembers on staff.

By investing in employees and deepening relationships with customers, Serene Surroundings continues to grow each year. Plus, customers are willing to pay for the convenience of a single contact for property maintenance, Lloyd adds. “We don’t compete on price with other companies in our area,” he says. “Sometimes our prices are better, but that is not why we are hired. People choose us because of our customer service, we’re a one-stop-shop and the relationships we build with them.”

James Crew has set up 'Blue Sky' - a mobile cleaning business.

Months of unemployment have spurred on two friends determined to find work to start up their own mobile cleaning business. James Crew and Scott Ransome, both 24 and who were friends together at Hunstanton’s Smithdon High School, have launched their Blue Sky Mobile Cleaning business. It will operate in the area between Hunstanton, where they both live, and Lynn and offers a service to clean anything from cars, caravans, patios and windows using, where appropriate, specialist high-pressure equipment.

“We have both been trying to get a job without success so we decided we would like to set up our local business,” said James. “The main point about this business is that we are mobile and we can go out to our customers wherever they are and provide a high level of service. “If someone goes out shopping, for instance, we can arrange to meet them and valet their car while they are busy. We can be totally flexible.”

They anticipate that car valeting wll play a key role in the business, but equally they are willing to do all kinds of cleaning, from caravan exteriors to garden paths and patios plus window cleaning. Car valeting starts from £12 and could go up to as much as £60 for a large vehicle inside and out; house window cleaning starts from £5; patios, depending on size, from £10; and caravans, again according to size, start at £5 each.

Jack Of All Trades, Master Of One: Entrepreneurship (By Adario Strange) - A few months ago I had dinner with a business associate at one of Tokyo’s better Thai restaurants and as the empty plates stacked up, the conversation turned to the topic of life strategies and execution. Specifically, how life treats those who specialize in one area to the exclusion of all others, as opposed to those who take a kaiten-zushi approach to life and try their hand at a wide variety of professions and skill sets.

Running down the list of major professions, it soon became obvious that while the vast majority of careers advocate a singular dedication to one area, many of history’s most notable innovators in the field of business were curious polymaths who endeavored to crack the mysteries of any market or product space that interested them, only delegating certain entrepreneurial investigations to others when the niche ran so deep that a specialist’s eye was required.

While the oldest, most referred to examples of such individuals bring to mind the names of Leonardo da Vinci, Thomas Jefferson, and Benjamin Franklin, identifying similarly brilliant figures in contemporary culture who are still in the process of burnishing their legacies can be somewhat challenging. Extraordinary business leaders like Virgin’s Sir Richard Branson and Tesla’s Elon Musk certainly fit the bill, but as they represent the extreme exceptions and not the rule, the topic of the modern Renaissance man remains framed in skepticism by those who adhere to more conservative approaches to education and business leadership.

In the course of this friendly restaurant debate, my associate dropped the dreaded “jack of all trades, master of none” chestnut that has been used for ages to describe the unfocused efforts of those who attempt to taste many disciplines without ever excelling at any one in particular.

It was this conversation that brought to mind a paper I’d read a few years ago by former White House economic advisor and current Stanford professor Edward Lazear. His paper “Balanced Skills and Entrepreneurship” brought a rigorous scientific approach to the notion that the often derisive “jack of all trades” moniker is, in fact, the very profile shared by many of history’s most effective business leaders. Needless to say, I was quite pleased when Lazear gave us his permission to republish his paper in the Journal. In Japan, there is still so much to learn and integrate into one’s American business mindset, but Lazear’s paper helps remind us that the West’s “jacks of all trades” are indeed masters of one: entrepreneurship.

"Jack of all trades, master of none" is a figure of speech used in reference to a person that is competent with many skills but is not necessarily outstanding in any particular one. The earliest recorded versions of the phrase do not contain the second part. Indeed they are broadly positive in tone. Such a Jack of all trades may be a master of integration, as such an individual knows enough from many learned trades and skills to be able to bring his or her disciplines together in a practical manner. This person is a generalist rather than a specialist. 

The 'master of none' element appears to have been added later and the expression ceased to be very flattering. Today, the phrase used in its entirety generally describes a person whose knowledge, while covering a number of areas, is superficial in all of them, whilst when abbreviated as simply 'jack of all trades' is more ambiguous and the user's intention may vary, dependent on context. In North America, the phrase has been in use since 1721, typically in its short form. The phrase is occasionally extended further into a rhyming couplet which restores the earlier positive meaning...

"Jack of all trades, master of none,  Certainly better than a master of one"

Other versions appear as:

"Jack of all trades, master of none, Often times better than a master of one"

"Jack of all trades, master of none, Better than Jack of one trade, master of none"

When Customers Get Angry

What to Do When Customers Get Mean on Social Media: There's a growing army of unhappy, sometimes bitter and angry customers who take to social media to vent their frustrations about a brand's products or services. Sometimes they can get so mean that their feedback is more an attack than a request for customer service. No matter the size of your company, angry customer tirades can damage your reputation online. In my experience, you can encounter at least two types of unsatisfied customers communicating with you over social media:

• A person who was genuinely hoping for a good experience with your product or service, had a bad experience and simply wants to vent and seek acknowledgment or a solution. 
• Someone who actively uses social media to dissuade people from doing business with your company, and probably doesn't care about your reply to his or her claims. This person hopes you do reply so he or she can drag you into a public fight.

Either way, dealing with these types of angry customers should be an opportunity to show the world how your company cares about customer service and that you stand behind your brand. With the right strategy, you can turn foes into fans and win new customers at the same time. Here are five tips for responding to angry customers over social media:

1. Respond quickly. The longer someone waits for a reply the more steamed that person can become. Let the individual know publicly that you have heard his or her frustration or problem and that you're on it.

2. Never show anger or engage in negative banter. Don't stoop to an angry commentor's level, as it can quickly escalate. Taking the high road and not replying with negativity sets you up for the win in the eyes of anyone who's following along.

3. Be personal. The employees who manage your social media should sign their tweets or posts with their names or at least their initials to make the engagement more personable and real. Also be sure to address the customer by his or her name.

4. Work toward a resolution. Let the customer know that you're going to do everything within your power to make the situation right. Don't simply attempt to calm someone down and walk away.

5. Talk offline when necessary. Use direct messages on Twitter or email if the discussion is detailed. At least the initial response should be public, though, to let everyone know that you're on the issue and that you care.

When you do come to a resolution, be sure to post about it. If you don't share the results, no one will know how you resolved the situation. This is your opportunity to show that you deliver top-notch customer service over social media.

If the negative comments persist, the person is most likely pushing you in hopes of seeing you falter publicly. All you can do is be polite, offer assistance and let the person -- as well as everyone else watching -- know that you're doing everything you can. Try offering a free gift as a token of appreciation. Whatever you do, don't engage in a public argument.

To help you cope with difficult shoppers this holiday season, consider these five tips from customer-service experts:

1. Remember: The customer is always right.

 The old "customer is always right" philosophy may still be the best approach for dealing with obnoxious shoppers. Customer service experts have long said that a happy customer tells one or two friends, while an unhappy customer tells several--or in the age of social media, hundreds of his closest strangers. And these statistics can be magnified by the emotions related to holiday shopping.

"Businesses spend so much of their money acquiring customers, yet can lose them over one complaint," says Ken Varga, a marketing strategist in Spring Lake, N.J. After all, he adds, 99 percent of customers will obey the rules, so it's about appeasing that difficult 1 percent. So when someone returns a product beyond the 30-day money back window, for example, you're probably better off giving a refund with a smile. Otherwise, "they can hurt you badly," Varga says, especially by badmouthing you on Facebook and Twitter.

2. Train employees to cope with problem customers.

 Donna Fluss advises her small-business clients to hold staff meetings between the end of October and Thanksgiving to do scenario training and discuss best practices for dealing with nightmare customers. "Give [employees] as many options as possible, especially in a season when people are short on time and short on money," says the founder of DMG Consulting in West Orange, N.J.

Staff members should be trained to be sensitive and make a reasonable effort to solve a customer's problem, Fluss says. "If a customer is over their credit limit, see if you can get them a one-time credit increase. Or if you know you can't get them a gift item in time for Christmas, suggest where else they may be able to find it, even if it's through a competitor."

3. Hire enough holiday help to minimize customer frustration.

 Staffing up adequately during the holidays can prevent a lot of aggravation for both customers and employees. If someone is already upset and then has to wait a long time on line or on hold, this will only add fuel to the fire.

Overworked employees also may mishandle customers. If there aren't enough employees to deal with the increased holiday demand, Varga says, "the individual handling the disgruntled customer will try to rush, and as a result, the outcome won't be good."

4. Don't promise what you can't deliver.

 You may want to appease an angry customer by promising to get a package delivered by Christmas Eve, but resist the temptation if the chances are slim. The last thing you want to do with a disgruntled shopper is make empty promises, says Esteban Kolsky, founder of thinkJar, a Kansas City, Kansas-based firm that focuses on customer service strategies.

"If you say you're going to try to do it and you don't do it, their problem becomes your problem," he says. "They don't use common sense, and then they expect the store or company to perform miracles. You always try to please your customer, but don't give them a reason to heap blame on you."

5. As a last resort, be willing to lose the customer and the sale.

 If you offer your best plan for resolving a problem and the customer is still being difficult, it's okay to part company and refund the purchase price.

Your generosity of spirit should have limits, says Varga, whose rule is: Only one chance to break the rules per customer. "Times are going to get very tough and people will begin to make demands that are unrealistic just to see what they can get away with," he says.

Ten Important Customer Service Tips for Small Businesses

10 Important Customer Service Tips for Small Businesses: If you are a small business owner, it is important to make an effort to not only please your customers, but to treat them very well. Just like corporations, customer service is an important part of a business. By making your customers feel valued, they will continue to use your services.

Consider these customer service tips to improve upon your small business customer service skills.
Establish a rapport. Every customer wants to know that you value them. You need to consider the relationship that you have with your clients. By maintaining a good relationship, your client will feel like you truly care about them, and will want to continue doing business with you. This is probably the most important small business advice.

Make personal phone calls. Whenever possible, make personal phone calls to your customers. If your customer hears your voice, they will feel like your company really cares. In a world where email and other quick forms of communication are popular, you can make your small business stand out by making personal phone calls in addition to your usual communication methods.

Distribute a newsletter. By creating a newsletter, you can keep your customers informed about your company and its happenings. Clients love when businesses stay in touch and update them on news and industry happenings.

Acknowledge holidays and birthdays. If you really want to set yourself apart from the crowd, make sure to acknowledge birthdays, holidays and other special events. Customers want to know that they have not been forgotten. This is a great way to make the day of your customers. This will help keep your customer coming back and will continue to bring you a profit.

Break your own rules occasionally. You will learn that there is not always one way to do something. By breaking your rules occasionally, you may learn that you have kept a customer that may have otherwise left. It is important to make decisions based on each issue that is presented to you. This will enable you to keep your customers happy.

Let your employees make customer service decisions. Teach your employees how to respect to your clients. Trust in your employees and their customer service decisions. By doing this, your employees will continue to recognize the value of keeping customers happy.

Offer gift certificates. If your customer is happy with your company and its services, chances are they will be likely to recommend your small business to friends and family. By offering gift certificates, you are making it easy to share your company and a way for other people to learn about your business and its many offerings.

Give back to your community. It is important to show support for you community. Small businesses are often supported by their surrounding communities. By showing that you care, and by giving back to your community, you will show customers that you care about things other than just your business.

Create a network. Branch out to other small businesses. Learn and share information from other businesses in your industry. There is always more to learn about your field, and by creating a network with other businesses, you will not only learn more, but your business will continue to grow.

These small business tips will help you continue to improve customer service. In a world where small business owners are constantly competing with corporations and big businesses, this customer service help will make you stand out from the crowd. Customers appreciate working with small businesses that care.

More business tips for entrepreneurs at http://www.method-marketing.com