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August 9, 2013:The Residential Cleaning Connection
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News, Netoworking & Events

The Residential Cleaning Connection

News, Networking & Events for the Cleaning Professional

August 9, 2013 - Vol 4, Issue 16

ARCSI Industry Partners Resources

ARCSI Industry Partner-Moody's Insurance Visit us in Vegas!

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WCS-6-13 Workers Comp Insurance


2013 Convention Sponsor

Clean Max Logo

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Cleaning for a reason

2013 Convention Sponsor

It's About Time

Time, can't live with it...can't live without it. Can't control it, but you can organize it! A wise man once told me the following: "We all are given the same amount of time each day, it's how we use those 24 hours that makes the difference."

At ARCSI we are celebrating our 10th year as your trade association. 10 years, that's a long time! We got here by going through our growth stages in an orderly progression. The industry saw a need. People got together and the work began.

Today we acknowledge the hard work of those who went before us and are grateful for each of you who are member's of this great organization. Our future timeline is to grow exponentially from this year forward. It has already started. We are thriving and it feels good. Our strategic plan is ahead of schedule and running!

In growing your business, as with growing ARCSI over these past 10 years, the challenge is time. For example, If "Time is Money" how do we train our crews not to rush, do an excellent job but get to the next customer in a timely manner? "Work hard not Fast" we say, "details are extra 15 can make all the difference". "Average is not good enough", and so on. One of the roadblocks to excellence is mixed messages about the use and constraints of time.

How do we teach the public about our time constraints when all many really want is for us to guarantee them an arrival time? Must we explain about time again & again? How do we keep cancellations from coming in at 10:00 a.m. the day of cleaning? How do you get customers to pay for lost opportunity? If "Time truly is Money" then let go of repetitive concerns. For example: Ask upfront for what you need, but price for loss, delegate the busy work and keep going.

Time stands still for no man. It's about time. Good Timing is better than good luck. Time & a half. What time is it? Time is both a rigid and a fluid thing. Time is a gift.

Time: yours, mine or theirs. We are the timekeepers. The Big Picture is the key. Establish clear rules, clear roles, and functional balance. Too often we stay down in the minutia, and there we slowly drown in the overload of our senses, our mind, our body and our worries.

Down in the weeds we can't see. We don't think well. We don't invent or reuse good ideas well. We churn. Ever feel like you want to leave and just lock the door behind you? Go ahead, it may be the voice you need to hear. When you come back, start to think of time management as time balance, helped along by clear and honest thinking.

Pay more attention to what you want to do at work and delegate what you have to do, as much as you can. Staying in the big picture keeps you moving and growing. Then time really IS money.

Remember, ime is all we have. We all have the same amount of it each day.

My thanks to ARCSI and its members for sharing this moment of your time with me.

Upcoming Events
August 13 Hot Topic: DIY SEO

seo The world of Search Engine Optimization (SEO) can be confusing; a veritable world wide web of "meta tags" and "keywords." Trying to get yourself noticed online can be a frustrating experience. How do you move yourself up in the all-important Google rankings? What are some simple things I can do on my own to get noticed?

Join ARCSI Board member Matt Ricketts, President and Chief Experience Office of Better Life Maids, as he answers these questions and moderates this hot topic webinar.

Click here to begin registration.

HCT Course Coming to Seattle, Raleigh

You strive to create the best experience for your clients. The House Cleaning Technician (HCT) course is for cleaning techs who want to provide a superior cleaning and be the best in the industry.

Designed specifically for the owner, trainer, or cleaning tech who wants to meet and exceed the expectations of the more educated homeowner, the HCT course is a comprehensive course in the best practices of cleaning.

The HCT course takes approximately 14 hours over the course of two (2) days to deliver, with an optional certification test closing out day two. Those who choose to become certified can promote themselves as HCT certified through IICRC, lending them credibility and the trust of their clients.

The Seattle course will be hosted at Advanced Vapor Technologies (5901 23rd Dr W., # 103, Everett, WA) August 19 - 20. Click here to register.

For those coming from out of the Seattle area, a block of rooms is available atthe Seattle North Extended Stay Hotel. You can reserve your room by clicking here.

The Raleigh course will be held Sept. 12 - 13 at Sunbelt USA (4211 Atlantic Ave, Raleigh, NC). Click here to register now.

The HCT Course is $275, which includes two days of instruction and all related materials. An optional certification test is given at the end of day two for an additional$65 payable to IICRC by company check or credit card.

Industry and Business News
Everyone Cleans: How Do You Set Your Company Apart
Marketer and blogger Cindee Stephen recently posted on the "Up and Running" Blog that great service is an expectation. You can't market on excellent service, because all savvy clients now expect outstanding service. So if you can't boast about your extraordinary service, how do you set your company apart from everyone else cleaning homes in your market? Stephen offers these tips:

Ask Your Clients

No one can articulate your strengths better than your clients. Ask them why they chose you in the first place. Ask them why they continue to do business with you. Ask them how they would explain why you're great to others. The scariest thing we can do is assume we know what makes us special.

Identify Industry Frustrations

Here's an eye-opener: Ask people (and your clients) what frustrates them about people in your industry. If they remain incredibly polite, then take yourself out of the equation and ask them what frustrates them about your competitors. If you are great at probing and uncovering the root of an issue, you will find ways to turn this frustration into a strong differentiation. Let me give you an example: A lawyer for a large company here in Calgary asked his clients why they enjoyed doing business with him. He heard, over and over again, that they felt he kept them in the loop.

Interestingly enough, one of the major frustrations people have with lawyers in general is this feeling that they aren't being told the whole story. Now, this may have come out in various ways, like, "I don't trust them," or, "Their service is poor." It takes further questioning to uncover the root of the distrust and to realize that it's a communication issue. This lawyer had identified a "little thing" that made him different in the eyes of his potential clients.

To read Stephen's complete Up and Running blog post, click here.
Administration Launches ACA Website for Businesses
The Obama Administration has launched, a one-stop-shop Website which will provide employers of all sizes educational materials on how the Affordable Care Act may affect businesses and help them compete.

The site includes a wizard tool that is tailored based on size and location, so businesses can learn how the law helps them provide affordable coverage options to their employees while still meeting their bottom line. The site will act as a hub that connects employers to informational content on tax credits and other provisions of the law from the Small Business Administration, the Department of Health and Human Services (HHS), and the Treasury Department.

ARCSI Industry Partner SASid can also help employers looking to provide healthcare covereage to their employees. For more information on SASid, click here.
5 Mistakes First-Time Business Owners Make
When you're running a business for the first time, you're bound to make a few management mistakes. Since owners are typically experts in the products or services their businesses provide, they often get caught up in the technical aspects of the company, rather than developing strategies to manage and grow it.

The NFIB recently published five mistakes first-time business owners typically make. To read the article in its entirety, click here.

1. Lack of systems and processes. For help and templates for everything from employee handbooks (system) to client price increase letters (process), visit the ARCSI Member Resource Library at

2. Micromanaging.

3. Failure to define jobs.

4. Working on "Clutter"

5. Lack of vision.

For details on how to correct these mistakes, view the entire NFIB article here.

While preparing for your trip to Las Vegas for the 2013 Cleaning Convention earn

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You'll double or triple your rewards, because you can still use your preferred rewards credit card or loyalty programs through AchieveLinks. Here's how: Book your flight using your rewards credit card and enter your frequent flyer number. You'll get Links Reward Points for the purchase, miles on your flight, and points on your card. The same holds true for hotels and car rentals.

Petra Huppert, owner of The Home Cleaning Pro in Anchorage, Alaska, was a charter member of ARCSI, having joined in 2004. Despite the distance, she was a fixture at ARCSI Conventions and Leadership Conferences.Not only was she a strong supporter of ARCSI and committed to attending ARCSI events, but she was also committed to learning and to improving her business.

Petra lost her courageous battle with cancer earlier this year.The last ARCSI event she attended was our 2012 Leadership Conference.At that event, Petra reached out to a new member who was attending her first ARCSI event.This new member lived over an hour from Orlando and had planned to drive back and forth each day.Petra not only offered to share her hotel room, but helped the new member get the most from the conference. After the event, Petra continued to follow up, sent the new member materials to help her business, and helped her over the rough spots that everyone faces in their first few years of business.

To honor Petra's memory, her commitment to learning and her commitment to her professional trade association, ARCSI -along with members Peter Chakonas of Pride Klean and Bonnie Stuart of Details Professional Cleaning - has created the "Huppert Education and building Relationships (HEART) Convention Scholarship". The HEART Scholarship aims to give a small company the opportunity to learn from their peers and get the full Cleaning Convention experience.

The scholarship will include complimentary Cleaning Convention registration, four nights hotel room at the ARCSI headquarters hotel, and a $200 stipend to cover miscellaneous expenses. It also includes a full year of mentoring from Peter CHakonas and Bonnie Stuart. The scholarship recipient will be required to provide their own transportation to the convention as part of their commitment.


· A sincere commitment to grow your business

· Business will have no more than 5 employees (including the owner)

· Have been in business at least two years

· Company is an ARCSI member

· Must be able to attend the ARCSI Convention November 17- 21, 2013

· Applicant must be the owner of the company

How to Apply:

Submit the application (click here to download) and a 300 word essay describing how you believe attending the ARCSI Convention can help you improve and grow your business. The application must be submitted to the ARCSI office no later than August 15, 2013.

more Calendar

Hot Topic Tuesday: Enjoy Labor Day!

Hot Topic Tuesday: CONVENTION WEEK!


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