"And I'm thinking, does this guy want me to drop three dollars or something? Is this guy the right customer for me? It's a matter of being brave and actually telling the customer that your relationship might not work out."
Lee Burbidge, founder and editor of Window Cleaning Magazine joins us today from the UK! A successful YouTuber and entrepreneur, he speaks of his experiences of all over the world by beginning with a small residential window cleaning business.
A bit about Lee [1:11]
Successful media guru
Founder and editor of Window Cleaning Magazine
Tells us the story of how he got into cleaning
How Lee discovered the kind of business he wanted to run [4:44]
A scale-able business of people
Respect for the artisan
Are there any differences between the UK and American market? [7:25]
U.S. window cleaners typically earn two to three times as more as ones in the UK!
Difference in customer spending habits
Houses are typically smaller in the UK (2-3 windows vs. 20-30)
Amount of cleaning detail
Industry to customer interaction
Play the long game [13:21]
Build a solid structure around your processes (aka systems!)
Perspective in opportunity
"Is your business's growth switch on?"
Being creative will set you apart from hundreds of others
Automation isn't impolite [17:01]
Company vehicle tracking
Follow-ups can be automated so they are less intimidating
Everyone already has systems [18:51]
Except they're not always that good
The way we talk to people
The way we do anything
If you are able to turn around and take yourself out of the business and it would run itself, then you have your systems and it is automated. But to take it to another level, you have to foresee pitfalls and problems, and create systems for those too.
It's all about accountability [22:13]
Building trust with customers, especially in the UK, can be difficult
Giving customers reassurance
Trustworthy service has a higher value
"You're not the right customer for my company." [26:55]
Lee shares with us his ideal customer
Some customers aren't worth it with certain systems
Sometimes we forget to say no
Be a specialist [28:18]
You don't have to be the best in doing all types of services for all people
Serve at a high level
Josh demonstrates his customer value speech!
Lee's story with Window Cleaning Magazine! [32:39]
His passion for window cleaning lead him to writing articles
Rejected by a few magazines for advertising grey area
Research lead him to publish his own
The "Oomf" factor
Check out Lee's YouTube channel here and watch some of his videos, you won't be disappointed. His online magazine jam packed with "Oomf" factor is viewable as well, here at Window Cleaning Magazine. Thanks for listening! See you next time.
If you need help working your current customer list, check out SendJim.com. It's a software that Josh designed for automating customer touches so you can get it done. If you need help with a lot more than that, consider taking Josh's online class at AutomateGrowSell.com.