Growth disclosure.
If your business is growing, do you have to have growth disclosure where you explain to
your customers that you're a solo house cleaner?
We're going to talk about that a little bit today.
Hi there, I'm Angela Brown and this is Ask A House Cleaner.
This is a show where you get to ask a house cleaning question
and I get to help you find an answer.
Now today's question is brought to us by housecleaning360.com
It's a 360 view of everyone that services
the home, including piano teachers.
If a piano teacher comes to your home and offers piano lessons to you, you can find
them on housecleaning360.com
Now if you're a piano teacher and you're not listed on housecleaning360.com,
it's a perfect place for you to create a business fan page so that everybody in our house cleaning
network can find you and hire you for piano lessons.
Yay!
Okay, cool.
Now on to today's question.
Speaker 2: Angela, I started my business four months ago and have plans for growth,
so my question is, right now I am my only employee.
And I'm booking new listings for my business.
I wanted to know if it was important that I disclose that I'm currently the only employee,
but I do intend to grow, as in I don't plan to clean long term.
I'm just booking up accounts and then providing jobs for other cleaners in the future.
What part of that do I need to share on listings and what is the best way to share that information?
... to avoid creating any false impressions that
I am permanently a solo cleaner company and will be cleaning forever.
That's not true.
However, I do want to be honest and I ... until I have employees
I would be cleaning my own accounts.
I wanted your opinion on how I should share that information on my business listings.
Thank you.
Angela Brown: Growth disclosure: how important is that for your business listings?
Now those of you that don't know what business listings are, they're also known as citations.
That would be something like Angie's List, or Care.com, or Thumbtack.com, or Housecleaning360.com
where you list your business and then other people
can find out more about you and hire you.
Is it important to disclose the fact that you are in fact a solo operator?
The answer is no, it's not important at all, as long as when they hire you, you are capable
of doing the stuff that you promised.
If you promise a variety of services on that listing, you just want to make sure that you
are capable of offering all of those services.
Now as you grow your business, no one is expecting you to announce the fact that you're going
to be hiring more people in the future.
It's like a grocery store opening its doors and then making announcements in all of its
advertising that it only has three customers.
"Hey, we're this little grocery store but we hope to soon have 3,000 customers.
Today we only have three."
That's just weird.
You wouldn't want to advertise or highlight the fact that you're a solo operator.
What you want to do is paint the picture, here's my business.
They don't know if it's one person or if it's 600 people that are just like you.
They don't know and they don't care.
They only need one good person to show up to their house and to do the stuff
that you promised on that listing.
It's not secret, it's not hiding any information.
The growth disclosure comes naturally.
Now when you show up to a customer's house and you're doing your initial walkthrough,
it is important to have this conversation.
Not on your business listing, but it's important on day one when you have your initial walkthrough.
Here's what you say.
"Hi, I'm Angela and I'm personally going to be the person coming out to your house.
As my business grows, I will be bringing one more person with me.
As I train them, I will train them how to train other people.
Whether you have two, or three, or five of us cleaning your house.
They will all personally be trained by me, and they will all learn to clean your house
the way that you and I are agreeing right now.
As my business grows, I might spin off a couple of those house cleaners and assign them exclusively
to your account.
Today I'm going to be the person that cleans your house.
As my business expands, it may not be me.
I just wanted to give you a heads up so there are no surprises."
Then as that happens in your business, there are not going to be any surprises.
But, let's say that you're six months down the road, now you're ready to hire somebody.
How do you have that conversation again with the customer?
In the back of their mind you already painted that picture, so now you're just going to
call them up on the phone and say, "Hey, Melanie, I just wanted to let you know
that today is the day that I'm expanding my business,
so instead of me coming over I'm going to be coming over with Shalene.
And Shalene and I are going to be tag-teaming your house as I train her.
She will learn the exact same methods that I've already been using that are so delightful
to you already."
Then it's not going to be a surprise because you told her in the beginning; now you're
telling her again.
Then when she meets Shalene on Tuesday or whatever, she's going to be delighted because
you've already set that up.
Now here's a secret.
When you go to the customer's house, whatever you say about that customer,
like if I talk bad about Melanie, then Shalene, my new employee, is also going to feel bad
about Melanie.
She's going to think she's high maintenance and she's hard to get along with, and she
doesn't pay on time and all these things.
You want to set it up for the customer and you want to set it up for your employee.
You want to say, "Hey, we're going to Melanie's house.
She's super cool.
You're really going to like her."
You're going to tell Melanie the same thing about Shalene so that when they meet each
other for the first time there's an expectation of like and appreciation and hard work.
Because that's what you have set up, that is what people will come to expect.
They will both jump through hoops to try to live up to the expectations that you have
created of them.
If you told the other person they're super cool, you can tell them that.
"Hey, I told Shalene that we're coming to your house, and I love cleaning your house.
I told her how cool you were, so it's going to be super fun to bring her along and let
her meet you as well."
Now Melanie can't act mean or high maintenance because she knows that there's an expectation
she has to behave.
It goes the same with Shalene.
It's awesome when you have the opportunity to do this.
There's no growth disclosure necessary except when you do your initial walkthrough with
the customer.
On your business listings you can make your business be as big as you want, and it's not
deceitful because right now it is you and your ambitions and your dreams.
Like I said when somebody opens the grocery store, it's a big grocery store, they have
high hopes.
"Hey, we have this huge grocery store with this massive parking lot and hundreds of shopping
carts outside."
It's not embarrassing or a lie to say, "We're opening our doors and we're new, and we don't
have any customers yet but we'd love you to be one of them."
No, you just open the doors, this is your business, and be cool about it.
Alrighty, that's it.
Until we meet again,
leave the world a cleaner place than when you found it.
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