Healthier Workplaces - Making Companies Shine

Tools are now designed to fit easier in the hand

Cleaning is the key to a safe and healthy workplace by Torsten Deutzmann - strategic business unit director of Unger Professional Worldwide and managing director of Unger Europe - writes his latest exclusive blog for ECJ.

Workforce well-being is an issue that all responsible employers take seriously. Looking after workplaces, and the people that work in them, makes sense across the board: because healthier, happier people make more motivated and productive employees - helping to boost output and profits, while also improving customer service and increasing client satisfaction. Put like that, only the most foolhardy organisation would neglect to ensure that workplace well-being was not near the top of their agenda.

Health and safety is a phrase of which even more of us are aware. This can sometimes elicit an extremely negative response about ‘red tape' and rules. However, when you separate the two words out, you realise their importance to the wider issue of workplace well-being. Keeping employees, customers - and cleaning operatives - safe and healthy is paramount. The European Agency for Safety and Health at Work (EU-OSHA) states that. ‘Good safety and health is good business', and it goes on to list some of the benefits this can bring:

• Healthy workers are more productive and can produce at a higher quality
• Fewer work-related accidents and diseases lead to less absence. In turn, this results in lower costs and less disruption of production processes
• Equipment and a working environment that are optimised to the needs of the working process and that are well-maintained lead to high productivity, better quality, and less health and safety risks
• Reduction of injuries and illnesses means less damages and lower risks for liabilities.

Skilled and dedicated cleaning operatives, using equipment that harnesses the latest technology to make their jobs quicker, safer and more efficient, can greatly enhance the workplace in terms of welfare. A regime that keeps the environment clean, but is responsive enough to deal with unexpected spills or incidents, is a key factor in any on-going well-being campaign.

A grubby, smelly, neglected workplace does not inspire worker loyalty or encourage employees to go that extra mile. Appearances aside, an uncared for workplace can also be a breeding ground for germs, causing illness and staff absence; and poor maintenance is also a precursor to accidents such as slips, trips and falls. When looked at in this way, it becomes obvious that professional cleaning contractors provide an essential service, whose work can make a much wider contribution to the success of an organisation or company.

One good example of how cleaning operatives are providing better and safer services is the adaptation of outdoor window cleaning tools for use inside buildings. Indoor window cleaning systems, incorporating telescopic poles, allow customers to clean places that were previously out of reach, such as glass atria, escalators, conservatory roofs and elevators.

Ordinarily, this would require specialist cleaning and logistics to arrange - increasing financial outlay because of the high cost of hiring equipment such as scissor lifts, and causing disruption to the working day because areas have to be closed off while cleaning takes place. As building design has evolved, so cleaning tool manufacture has followed suit, making workplaces cleaner, healthier and safer.

In parallel, the health and well being of cleaning operatives is just as important, and cleaning equipment has evolved along ergonomic lines to put less of a strain on workers. Tools are now designed to fit easier in the hand, items such as mops or sweepers can be adjusted to the height of the person using them, and equipment is lighter and more manoeuvrable than ever before.

These developments have improved the lives of cleaning operatives, which in turn has upgraded the cleaning services provided to workplaces, and this has, inevitably, enhanced the well-being of the employees who work there. So don't be too quick to dismiss ‘health and safety'.

Taken as separate entities they are essential to worker well-being, and are factors that will influence the development of cleaning equipment and practices for years to come - which can only improve the quality of life for us all.

Mark Miller founded Americlean, which just changed its name to Performance Industrial, and his business philosophy is rooted in positive thinking and fostering personal growth programs for his employees. Services provided; Five divisions including industrial cleaning, industrial and commercial painting, commercial kitchen exhaust system cleaning and maintenance, sandblasting and HVAC duct cleaning and maintenance.

Making companies shine - Performance Industrial, under new name, finds growth in commercial cleaning, painting (South Glens Falls):  Leafing through a copy of Entrepreneur magazine in 1986, an ad for a pressure-washing franchise opportunity caught Mark Miller’s eye. He was 26 years old, driving a tractor-trailer hauling goods across the country. It was good money, but it required him to be on the road more than he liked. “I didn’t have any schooling. I didn’t have any college. I barely graduated high school. I was driving a truck and I wanted to do something different. I needed to make some good money because I had a family. I was making good money driving a truck, but I was gone all the time,” Miller said.

So instead of driving trucks, he figured he could wash them closer to home and bought into a franchise called Americlean that would take him around the area pressure washing houses and trucks. He quit his job and cashed in on a profit-sharing plan at the trucking company, borrowed some money from family and scraped together $17,000 to buy Americlean’s 17th franchise on April 1, 1986, in his home. By the next year, there were 120 franchises, Miller said, but the franchisor was all washed up. “Then they went broke. Within a year, there was no franchise. There was nothing except my ignorance that led me to say, ‘I’m just going to keep doing this.’ The other 119 — they tried to sue the company. They went out of business and thought life was over for them,” Miller said.

The copyright for Americlean wasn’t held by the franchisor, another problem for them, Miller said. “The owners of the copyright in Montana and I had a little discussion. I said, ‘I’m just a little guy in New York. I just want to keep washing houses. I can’t afford to change my name,’” Miller said, and they agreed to allow him to keep using it. Now the business, which shared the name of a national dry-cleaning franchise, no longer needs that clearance since it was officially changed April 1 to Performance Industrial, a title that better describes what the company that now employs nearly 30 people actually does.

Another plus, Miller owns the URL for Performance Industrial. “The name Americlean worked fine when we started. But for the last 10, 15 years, we’ve had this identity crisis with Americlean. We do so much more than clean. Even still today we get calls for carpet cleaning, window washing, janitorial services that we just don’t do, and some of it we never have,” Miller said. Operating out of a blue building at 51 Harrison Ave. in South Glens Falls, Performance Industrial crews travel around the Northeast providing a one-stop shop for industrial and commercial cleaning and painting services.

The company crews complete 800 to 1,000 jobs a year in several states, from western New England through Tech Valley and into central and northern New York. Services include heavy-duty industrial cleaning, sandblasting, HVAC cleaning, complex commercial and industrial painting jobs and commercial kitchen exhaust cleaning. While Performance Industrial doesn’t offer residential painting, Miller’s son’s business does. It’s an entirely separate company, American Pride Painting.

The transition from washing housing to industrial jobs came when Miller was washing a house for an engineer who worked at what is now Irving Tissue. “Everybody who owns a house works somewhere,” he said, and through those contacts, he entered the industrial market. “It involves a lot of thinking. It’s not something you just go start doing. There’s a big safety factor. It just requires planning, it’s backstage work. It requires hours of preparation to do a small performance.”

The new name, proposed by his wife, lends itself to his analogy for running a business — a Broadway play. There is front stage work — the performance or work at the job — and backstage work such as safety training, planning and office work, and everyone must do their part. Putting on a good show has built Performance Industrial a following. When it comes to the backstage work, the company has been recognized by the Department of Labor’s On-site Consultation Program’s Safety and Health Achievement Recognition Program, a federal designation. The OSHA cooperative program recognizes small business employers “who operate an exemplary injury and illness prevention program,” and sends inspectors to the company job sites.

Miller said the business remains the only cleaning and painting contractor in the state with the designation. That’s an honor, but it’s not about the recognition, Miller said. “It’s about the type of people we become by getting it,” Miller said. Over the years Performance Industrial has grown by acquiring several similar businesses throughout the region and has hit $3 million in annual revenues.

Also adding to its financial growth, the company fosters a spirit of personal growth, investing $3,000 annually for each vice president’s personal development, which goes toward seminars like Dale Carnegie-inspired courses or to join organizations like Toastmasters International. The book that changed Miller’s life was Jack Canfield’s “The Success Principles.” From there, he went on to work directly on Canfield’s team three different times to help plan the annual workshop. Canfield is best known for the “Chicken Soup” books.

“It’s just to help people feel better about themselves and realize how important it is take care of themselves, to put their oxygen mask on first, so they can help others,” Miller said, drawing on another analogy — a flight attendant’s instructions to put your own oxygen mask on before helping others during an emergency.

Stefan Bright Wins Safety Engineer Award

Congratulations to Stefan Bright who won the ASSE award. Stefan is called on sometimes as a consultant, however - as this previous blog picture shows, someone decided to abbreviate “assistant” — with embarrassing results.

ASSE’s 2014 Triangle Award for Heroic Dedication Goes to Stefan Bright - The American Society of Safety Engineers (ASSE) is proud to announce Stefan Bright as the winner of the 2014 Triangle Award for Heroic Dedication for his role in establishing a field manual, training and standards that reduced fatalities among professional window washers by 30 percent over the last two decades.

Given in honor of the 146 victims of the 1911 Triangle Shirtwaist Factory Fire in New York City, ASSE’s Triangle Award honors a safety, health and occupational professional who, in the course of going beyond his or her normally assigned duties, either prevents or minimizes physical injury, loss of life or substantial property damage in a workplace. In its second year, the Triangle Award will be given to Bright May 7 during North American Occupational Safety and Health (NAOSH) Week in Washington D.C.

“I’ve been at this a long time,” said Bright, 53, of Howell, N.J. “I was one of the guys hanging off the side of a building. We were forced to figure it out. Every time I give a training session, someone says how much it’s helped. It does make me feel good.”

Bright, who received a record five Triangle Award nominations, is the safety director for Ohio-based International Window Cleaning Association (IWCA). Faced with increasing injuries and fatalities among window washers, Bright developed a field manual in 1992 outlining best practices.

In 1994, based largely on Bright’s efforts with the IWCA, the Occupational Safety and Health Administration (OSHA) recognized professional window washers as a highly skilled occupation. In 1996, Bright developed IWCA’s Window Cleaner Safety Certification Program and in 2001 worked with the American National Standards Institute (ANSI) to create a new industry standard named IWCA I-14 Window Cleaning Safety. There are approximately 20,000 professional window washers in the U.S.

It’s estimated that more than 5,000 copies of the standard have been sold and more than 6,700 window cleaning professionals have attended Bright’s training seminars. “Stefan’s vision for bringing safety education and training to window cleaners has been the driving force behind much of what the IWCA has been able to accomplish,” wrote Jack Evans, owner of 20/20 Window Cleaning of NC Inc. and past president of the IWCA.

Founded in 1911, the Des Plaines-based ASSE is the oldest professional safety organization and is committed to protecting people, property and the environment. Its more than 36,000 occupational safety, health and environmental professional members lead, manage, supervise, research and consult on safety, health, transportation and environmental issues in all industries, government, labor, health care and education. For more information please go to www.asse.org.

Stefan Bright (pictured) is the Safety Director of the International Window Cleaning Association & Vice President of the American Anchor Mid-Atlantic Division. As an expert in fall protection and building access equipment, he designs, manufactures, engineers and installs permanent systems on commercial buildings for use by building maintenance workers and outside contractors, such as window cleaners. He also provides fall protection training and documentation for facilities with workforces that may encounter fall hazards.

Also see: Window Washing Is Safer Than Driving a Taxi, where a fuller explanation of the title picture can be seen.

Window Cleaning Robot "Slated"

Winbot W730, the Window Cleaning Robot. "In the end, there’s no way I can recommend this as a product. For $400, you want a window cleaner who doesn’t miss spots, won’t leave streaks, and isn’t going to get cranky when faced with anything other than a generous expanse of undivided pane. You’re much better off hiring a person—preferably a professional—to do the job."

This Bot Does Windows - It’ll clean your panes inside and out. But is it worth $400? (By Seth Stevenson) Cleaning windows is so arduous and dangerous that it earned its own 20th-century catchphrase. “I don’t do windows”—a warning that the speaker may be desperate but still has limits—was a frequent sitcom one-liner in the ’70s. The meme grew popular enough that, according to William Safire, it likely spawned the entire “I don’t do mornings/Mondays/etc.” phrasal construction. How miserable is the chore? I’ll let country songsmith Hank Cochran answer. In the 1980 ditty “I Don’t Do Windows,” he equated scrubbing panes with eternal damnation: “There’s some things that I just won't do. I think it’s time that I told them to you. I don’t do windows and I won’t go to hell for you.”

My own windows are a source of mild shame. Anyone in the building across the way can observe how flecked with schmutz they’ve become. I haven’t cleaned their exteriors since I moved in a couple of years ago. Partly that’s because I’m lazy (as evidenced by the fact that I haven’t cleaned their interiors either), but partly it’s because to do so I’d need to wager life and limb by dangling out over a four-story drop. Thus I was excited to borrow a Winbot—a robot that pledges to polish your windows, mirrors, and other glass surfaces without you rigging up a harness and going all human fly. This compact, square droid will vacuum-attach itself to a pane and then scuttle around squeegeeing off all the muck it encounters.

The approach is almost identical to that of the Scooba robot floor mop I recently reviewed, except the Winbot dares to get vertical. Like the Scooba, it’s programmed to automatically cover the entire surface you place it on, and then stop when it’s done, alerting you with a fanfare of beeps. Set it to work, go out for a walk, and return to a crystal-clear view of the world outside. Sounded fantastic to this fourth-story apartment dweller.

Before I exposed the Winbot to the elements, I tried it out on the large mirror that covers the wall above the vanity in my bathroom. I began by spraying cleaning solution onto a soft, fabric pad that’s attached to the Winbot’s base. Then I plugged the bot in, turned it on, and stuck it to the mirror. Amazingly, it stayed there. The motor created enough suction to let the Winbot cling to this sheer, vertical surface with seemingly little difficulty. When I hit the start button, the bot began to merrily crawl to and fro—like a very conscientious, domestically oriented Spider-Man.

When no catastrophes ensued, I brought the Winbot out to my living room. I slid open a window, reached around to the outside, and affixed the Winbot to the exterior. Then I used the remote control to launch the cleaning program. Again, the little bot did its thing without falling off. The front pad, soaked with the cleaning solution, sponged away dirt. The rear pad followed behind, sopping up the resulting detritus. Though I never saw the Winbot have any trouble maintaining suction, there is a special fail-safe retaining device—a tether rooted to the inside of the window by one of those old-school, nonelectrified suction cups—to ensure that, in the event of an unplanned dismount, the Winbot won’t free-fall and create a surprise for someone on the avenue below.

When the Winbot was done cleaning, I used its remote to steer it back to a reachable spot on the window. I turned it off, pulled it off the glass, and brought it back inside. Then I assessed the results. The window was drastically less dirty. The bulk of the glass looked pretty fantastic. But just as the Winbot replicates the Scooba’s approach to cleaning, it also mimics the Scooba’s crucial flaw: It can’t quite reach all the way to edges or into corners. Its overhanging bumpers don’t let the cleaning pads get flush to the sides of your windows, so it leaves slender areas untouched. Using the remote control, I was able to maneuver the Winbot back to these spots and, by guiding it patiently and carefully, clean a few millimeters closer to the edges. But there remained schmutzy regions that simply could not be un-schmutzed.

Plus: streaks. The Winbot left swoops of filmy residue marking its path. In the bathroom, when the mirror got steamy during a shower, I could even make out the pattern of the Winbot’s little tank treads clearly marked on the glass. The fact that a chamois cloth comes packed in the box—with directions suggesting you use it to finish up each job—suggests that Ecovacs, the Chinese company behind the Winbot, is aware of the problem. But if I need to lean out a window 50 feet above street level to manually polish windows with a cloth, the very purpose of the droid is defeated.

Because it’s corded, the device also suffers from a more basic flaw. The cord needs to trail out the window, which means you can’t pull the window fully shut. Depending on the nature of your windows, this open position can leave a slim margin of the pane obscured. The Winbot has no hope of cleaning that area.

Live in a colder climate? The Winbot doesn’t work when the temperature outside is below 40 degrees. It affects the suction strength—the bot can’t find purchase on the cold glass. You’re out of luck all winter, Northerners with dirty panes. And of course, the Winbot can’t leap over muntins. So it’s pretty useless unless you can sic it on wide swaths of uninterrupted glass. You wouldn’t want to keep reattaching the thing to each little square in your big gridded bay.

In the end, there’s no way I can recommend this as a product. For $400, you want a window cleaner who doesn’t miss spots, won’t leave streaks, and isn’t going to get cranky when faced with anything other than a generous expanse of undivided pane. You’re much better off hiring a person—preferably a professional—to do the job. (Unless you want to clean your windows with abnormal frequency and are OK with the above mentioned limitations. Or you just hate humans and strive to eliminate all service jobs.)

Still, given that—as far as I can tell—robots can’t yet tie shoelaces unaided, I have to marvel at how close we’re getting to creating effective domestic droids. There’s already a pool-cleaning bot, an aquarium-cleaning bot, a grill-cleaning bot, and a slew of bot vacuums. These devices may not be flawless yet, but they will without doubt improve quickly.

I can easily envision a cordless Winbot that manages to clean every cranny and leaves behind no streaky traces of its efforts. When this magical robot eventually arrives in stores, I’ll be the first in line. If there’s one thing I know about my future self, it’s that he still doesn’t do windows.

More on the Winbot here.

Loopy Window Washer Gif Prize

Saatchi Art, the Saatchi Gallery, and Google+ just announced the winners of their first-ever Motion Photography Prize. “Motion Photography” is apparently the high-brow version of a GIF, those low-brow, low-tech repeating videos long enjoyed by Tumblr gurls and basement dwelling neckbeards, and more recently, everyone. They've also already been kind of a thing in the art world—the Pittsburgh collective VIA launched its intense 2014 T.GIF tournament last month and we hosted our own new media competition with an emphasis on GIFs, the ERROR 415 Award, last year—but a spot in Saatchi most definitely marks a significant step towards being adopted in high art circles.

Saatchi's line up of jurors was also impressive, including Tracey Emin, Shezad Dawood, Cindy Sherman, and Baz Luhrmann. More than 4,000 people from 52 countries submitted their “motion photography” (ahem, GIFs) to the competition. The top prize went to nail artist (and Brooklyn-based Tumblr gurl) Christina Rinaldi for her submission of a window washer (above). For her “motion photo,” she’ll be featured on Saatchi Art, exhibit at Saatchi’s London gallery, and “take the trip of a lifetime with the photographer/filmmaker of her choice.”  

The animated GIF as art: Google puts six loopy images on display - This GIF was crafted by the artist (and extreme nail painter) Christina Rinaldi, who -- through sheer coincidence -- helped us to redesign the Engadget site a few years back. It shows a window cleaner doing his thing in New York, and was created from a bunch of still images that were taken on an iPhone 5 and then edited as a stack inside Photoshop. Christina makes around three of these little videos each day, and for her it's all about escaping the restrictions of regular storytelling:

"The GIF actually starts from the bottom, with the window cleaner starting to move from the bottom of his sweep. For me, that's a subtle thing, but it's the biggest difference between this and film. With film you expect a beginning and an end and some kind of climax, but with this it's just a cycle and everything depends on where you catch it."

A Window Cleaning Franchise Owner Talks

Peter Cogan managed to balance his independence with the support of a franchise as a Window Genie franchisee.

Franchise Players: I'm On My Own, But Not Alone - After losing his 15-year-old business to the recession, Peter Cogan wanted to continue on as an entrepreneur. However, while he still wanted to be his own boss, he was ready for a bit more support. Franchising allowed him to be in business for himself but never by himself. Here's how he's managed to balance his independence with the support of a franchise as a Window Genie franchisee.

• Name: Peter Cogan
• Franchise owned: Window Genie, Lake Norman/Charlotte, N.C.

How long have you owned the franchise?
Three years

Why franchising?
Franchising allowed me to be in business for myself but never by myself. I have always worked for myself and I wanted to continue the freedom to make my own schedule, be my own boss, be responsible for the decisions that allow me to be the most successful I can be. Being a little bit older and having four children now I also wanted to have a support system with my best interests in mind and surround myself with people that had experience doing exactly what I aimed to do in this business.
The corporate office has been amazing. They have been and continue to be there with all their support in marketing, software, operations, etc. I do not think I would have had the success I have had so far without them. People who start a business from the ground up take too much onto their plate. Franchises have proven systems that are being practiced by others, always someone to turn to like a fellow franchisee and corporate staff, a strong website, branding, etc.

What were you doing before you became a franchise owner?
I was self-employed working mostly in sales. I had a consulting business that helped companies reduce operating expenses. We worked with companies that grossed $10-100 million in gross sales and helped reduce any operating expense and then we split the savings 50/50 with the company.

Why did you choose this particular franchise?
My college fraternity brother David Flax had bought his franchise about a year before me. I spoke to him about how he felt about it and where he thought it could go. We always stayed in touch and kept up with what each other were doing. I wanted to get involved with a franchise and he seemed very happy with his decision.
I loved that the franchise had multiple income streams. This was a big factor for me as well. I didn’t want the business to hinge on one service, but on multiple services. I have a big family and it’s nice being able to see them more than you would if you worked in corporate America or if you worked a retail/food franchise with a strict schedule. 
It’s nice to build relationships with repeat customers who use our service in our community and it’s nice to provide services that improve the homes in my community. When we do a great job it is nice to hear from the community how well we are doing. I take a lot of pride in that.  I was also happy that Window Genie asks us to give back to our community with our Windows 4 Wishes program. I started a program called "Cleaning the Homes of Those Who Protect Ours." We give a free service to any current or past veteran of the armed services that has served in the military. We try to do this once a month and I have found it extremely rewarding.

How much would you estimate you spent before you were officially open for business?
I am a little different than most of our franchisees because I purchased an existing franchise. This obviously changes the dynamics of things. My business came with the equipment, van, and supplies.
I really would not want to disclose the cost of the franchise, but I can say that to get started and buying the equipment, a vehicle, advertising, gas, etc. it probably takes about $20,000-$30,000. Advertising-5,000-6,000, Auto (monthly payment)-$450, Ladders, Pressure Washer, Concrete Cleaning machine-$8,000-$10,000, Window Cleaning Supplies/Tools- $3,000, Window Film stock/Tools- $2,000-$3,000, Insurance/Workers Comp- $2,000-$4,000. There is probably more but those are the big ones. I would say that anyone wanting to get into this business or any business should have at least $100,000 of capital so they don’t stretch themselves and they can do the best job once they start.

Where did you get most of your advice/do most of your research?
Most, if not all, came from David Flax. I owe him a great deal for all of the time he gives me and has given me. I was able to avoid a lot of pitfalls because of all our talks and learning from his experience. I could not be where I am today without him and his advice. I could not put a price tag on it.
Rik Nonelle, Window Genie’s franchisor is great and was extremely helpful and patient with me and got me the answers I needed. He was a great advisor to me when I was doing my research. I also spoke with my wife and friends and bounced ideas and thoughts off of them before I made my decision.

What were the most unexpected challenges of opening your franchise?
I have to say there were not too may unexpected challenges and again this goes back to being prepared by David, Rik, and the previous owner of the territory I bought. They really had me ready to go from day one.
If I had challenges it was working with employees. I used to work by myself and did not have to worry about employees. So making sure those relationships stayed strong was key and took time to adjust. My techs are crucial to this business and my success and you have to find the line between boss and friend, and that can be challenging at times.
Also, since I am dealing with residential customers now, the customer service aspect can be tricky. I am huge on customer service and want all of my customers to be completely satisfied and want to have us back in the future so we work extra hard to make sure that happens.

What advice do you have for individuals who want to own their own franchise?
I would say talking to a franchise coach and looking into purchasing an existing business if possible. It does help when getting started. I would also go to any franchise expos-- that helped me to start looking and getting ideas. Making sure you really do your homework and do all of the due diligence needed to gather info. Do not settle for just anything, make sure you can see yourself doing this and being successful at it. Ask, ask, and ask questions, do not hold any questions back. Make sure you ask everything and anything that comes up and ask different sources. 
I had a ton of info to use and I also just felt in my gut I could do this and going with your gut is sometimes the best move when making a huge decision such as this. But the biggest thing is due diligence. Talk to existing franchisees like I did and the franchisor, which in my case is Rik, is he/she someone you would like to be in business with for 20 years?  For me that was absolutely yes.

What’s next for you and your business?
We are going to be expanding in the next four weeks. I will be adding a new truck and two more techs in April. We will have three trucks on the road not including mine, six full-time techs and two office employees. I am hoping this will be an even better year than last and we really take off. We will also continue our 'Windows 4 Wishes' program and cleaning homes of more veterans than last year, as well as giving to different charities including Sloan Kettering in honor of my father who passed away from cancer.
Related: Franchise Players: Before You Buy a Franchise, Talk to Former Employees

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.

Dublin Window Cleaner Shot Six Times

John O’Regan was a window cleaner shot dead near a school while he was going to work.

Window cleaner shot up to six times by lone gunman: A window cleaner was gunned down close to a north Dublin school this morning by a killer who fled the scene on foot. John O’Regan (48), was targeted as he cycled to work in Ballymun at around 8.45am. The victim, from nearby Barnewall Gardens – originally from Finglas – was not known to gardai for involvement in organised crime, sources said. He was pronounced dead at the Mater Hospital after the shooting at Gateway Avenue, Ballymun.

He was shot up to six times with a handgun by the lone gunman who fled the scene on foot. Detectives are probing whether a dangerous Finglas gang are behind the murder as it is believed that Mr O'Regan got involved in a dispute with a senior member of this mob in recent times and felt under threat. Despite a lack of criminal convictions, sources say that Mr O’Regan was under investigation after gardai seized a shotgun from him which was not licensed to him. Window cleaning equipment was found near the scene of the capital's latest gun murder and it is understood that Mr O'Regan was on his way to do a job.

Local residents said that they heard six shots being fired in rapid succession and then heard a scream. “I was in bed at the time and then I just heard six bangs, then someone screamed loudly. I don't know if it was the victim or a witness,” they said. “When I looked out the window I could see garda and ambulance guys down on the ground with the victim,” he added. Advanced paramedics from Dublin Fire Brigade tried to save the man's life but he was pronounced dead in the Mater Hospital after being rushed there. Local sources said a four-wheel-drive style vehicle was seen leaving the scene after the shooting.

The area where the attack occurred is a small cul de sac off the main Ballymun Road and is beside a school, which was closed today for the Easter Holidays. The murder of Mr O'Regan (pictured right) is the second fatal shooting to happen in the morning rush hour in north Dublin in the space of just three weeks. In an unrelated gun attack, IRA gangster Declan ‘Fat Deccy' Smith (31) was shot in the face outside a crèche in Donaghmede, north Dublin, shortly after 9am on March 21. Smith died of his horrific injuries from the single shotgun wound in Beaumont Hospital a week later. And last August, a 51-year old man survived after he was shot in the stomach as he cycled on Glasnevin Avenue in Ballymun in an incident that also occurred in the morning rush hour.

Sean Tyrell, an Independent election candidate for Dublin north west told The Herald this morning: “People that I have been talking to are in total shock, especially that this happened in an area that is normally quite busy at the time of the incident” “There is a primary school right beside the scene, and a creche about 20-50 meters away” “I'm just thankful that the kids are off on their Easter holidays” “It's very unsettling for people to know that this can happen in their own back garden.” “Even though the Garda station is across the road from the scene of the incident, they simply do not have enough resources, and they do the best job that they can, so I would encourage anybody with information to contact them,” he said.