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employees to work effectively on teams. While there are some households that prefer individual
cleaners instead of a team, a request that we are more then happy to oblige, we generally work in
teams as they are more efficient. Working efficiently on a team takes training, and through this
team training, we are able to make significant gains in efficiency.
The next topic of training involves professionalism. We provide our employees the tools
necessary to impress our most affluent clients. Professionalism is a skill that is used throughout
the service call, from the way the employee greets and interacts with the client, to the way they
clean, to the way they act when they break that priceless vase (which in the inevitable case
that we do break something, we have specific guidelines for the employee to follow to resolve
the conflict).
We finally train our employees to know what the expectations of our clients are. We will provide
them the tools needed to exceed these expectations.
This extensive training, both up front, as well as continuously (called our continuous learning
system) builds a trust relationship between our company and the client. It is the bond of trust that
will not only earn MHCS the loyalty of that customer but also the referral of several more of
their friends. Satisfied customers like to tell their friends about service providers that they are
happy with, people like to "spread the wealth" with their friends.
Lastly we will emphasize our use of environmentally sound chemicals. Other companies also use
environmentally sound chemicals so this is not a huge differentiation, but it is something that we
are proud of, and will be mentioned.
We will also be creating the appearance of professionalism through the use of uniforms and large
magnetic sign affixed to the side of the vehicles we use.
Sales Strategy
The sales process will begin through the qualification of leads generated from our marketing
campaign. The marketing campaign will primarily generate leads through interest sparked from
our brochures. Someone will call to receive more information about our service, while we will be
able to give them an estimate over the phone, we would prefer to be able to get into their home
and speak with them. On one hand we would be able to offer them a more accurate
estimate. More importantly however, it provides us an opportunity to impress them with our
company. We feel confident that since we are dealing with the affluent, who for many services
are less price sensitive, are more likely to be impressed with our professionalism, "feel" an
immediate trust bond forming, and sign up for the service.
For those clients whom we are only able to speak with over the phone, we will initially quote
them a price. Because they are less price sensitive then the general population, we will then
detail why our service is priced a bit higher than most. Mother's House Cleaning Service will
explain all of the different training systems and methodologies that each employee goes through,
and what expectations are reasonable for the customer to form about our superior service. This