We just never lose sight of how fortunate and blessed we have been and are still, and that we reap what we sew. That didn’t start with Supermaids, but it is definitely a factor we must contend with. The only workable solution to this problem we have ever found is to create 10 or 20 satisfied customers for every dissatisfied one, and hope the public takes that into account.įinally, anyone who has ever tried to service the public in any capacity knows that a certain percentage of people are irrational. This situation makes it seem as if we’re doing business with the sword of Damocles over our company’s head. A disgruntled employee, or an unreasonable customer can do much harm to a company’s reputation online, and thus its income.
Currently, we have employees that have been with us from 3 years to 17 years, and we feel blessed to have them.ĭoing business in the social media age has definitely changed everything, Nowadays, businesses live and die by online reviews, and unfortunately anyone can post anything about any business, and the unsuspecting public has no way of knowing if its valid, and often don’t go past the low-star review. One just has to interview more and more people to find a keeper. It has made finding good employees harder and harder, but fortunately there are still those excellent candidates out there. That seems to be a tall order these days, and the education level of the average applicant has plummeted dramatically since 1981. We have always insisted that applicants be English-speaking US citizens with clean records. Getting competent, qualified employees is a challenge for any business, but for a service business like us, it is even more so, and has only gotten harder through the years.
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Learning how to make ends meet has been an unceasing challenge, trying to figure out what we can offer the customers as well as our workers, and still have enough to survive. Now, that same 3 man-hours is $97.00, thanks mostly to taxes and government. When we started, our basic 3 man-hours of cleaning was $30. No, unfortunately it has not been a smooth road. Great, so let’s dig a little deeper into the story – has it been an easy path overall and if not, what were the challenges you’ve had to overcome? I have always applied the same Golden Rule customer service principles that I learned in our family store, and I believe that is why we have survived, despite our competition from national chains and franchises, just like my family store did years ago.
Thirty-six years later much has changed, but the basic need that Supermaids fulfills remains the same as it was when we started. I realized that most people wanted to live in a home like the one I was raised in, but didn’t have time to keep it clean themselves. I had more experience cleaning than anything else (besides music), so in August of 1981 I founded Supermaids, Incorporated and focused on residential house cleaning, which was a new industry at the time.
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I spent 13 years after high school chasing my dreams as a professional musician, but one day I married a lady with two little girls, and it was time for a career change. Being the youngest worker at the store the cleaning jobs usually fell to me, and by the time I graduated from high school I had 8 years of experience keeping that store clean. That’s also where I learned how to clean, and the value of keeping spaces clean. That’s how and where I learned the value of customer service. We lived in a small Texas town and were in competition with two national chain stores (A&P and Piggly Wiggly), both of which offered so-called savings stamps, which were very popular in the 60’s, There were no savings stamps available for us to offer, and we had to rely on our relationships with our customers to keep them coming back. When I was 10, I went to work in my family’s grocery store. I was an only child, and my mom was a stay-at-home housewife who kept an immaculate home, so living in a clean house and doing what it took to keep it that way seemed natural to me.
Today we’d like to introduce you to Guy Houston.
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