April2011 ULTIMATE STEAM TEAM keller project april2011

Lorina M

axin

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2011

ULTIMATE

STEAM TEA

M CA

RPET AND

UPHOLSTER

Y CL

EANING C

OMPANY

Ultimate Steam Team Carpet and Upholstery Cleaning CompanyMarketing Plan Completed By Devry Senior Project for Ultimate Steam Team.docx

ULTIMATE STEAM TEAM CARPET AND UPHOLSTERY CLEANING

COMPANYGROVE CITY, OHIO

614-275-4008614-991-5704

../../../C:/Users/Lorina/Documents/Marketing%20Plan%20Completed%20By%20Devry%20Senior%20Project%20for%20Ultimate%20Steam%20Team.docx

../../../C:/Users/Lorina/Documents/Marketing%20Plan%20Completed%20By%20Devry%20Senior%20Project%20for%20Ultimate%20Steam%20Team.docx

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ULTIMATE STEAM TEAM CARPET ANDUPHOLSTERY CLEANING COMPANY

2011

Table of Contents1. Table of Contents

3. Mission Statement

4. Introduction

5. Target Market

6. Competitors; Strategies for Business; Monitor Advertising

7. Resources; Optimize supplies and inventories

8. Create Standardized Price List; Provide Reliable Transportation and

Employees; Create New Business

9. Manage Staff; S.W.O.T Analysis;

10.S.W.O.T Analysis Chart Figure 1

11.Focus goals

12.Going Green

14.Employment interest Form

16.Welcome

17.Employment Opportunities Figure 2

18.Telemarketing Talley Sheet Figure 3

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19.Telemarketing script for cold calls Figure 4

20.Daily Customer Log Sheet Figure 5

21. Canvasser; Telemarketing manager

22. Telemarketer; Receptionist

23.Service Technicians; General Service Technicians; Production

24.Accountant; Conclusion

25.Bibliography

EXECUTIVE SUMMARY

The carpet cleaning industry has a niche for full-service

cleaning companies like Ultimate Steam Carpet and Upholstery

Cleaning A family oriented business understands what is meant by

team work. Establish the strategy that will be used and followed

to a “T” and maintain a positive attitude. The sky is the limit

when you put your mind to something, follow through and never

give up.

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MISSION STATEMENT

Dare to Dream! Allow the trials of life serve as a guide line

showing what to do and what not to

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do. Always put priorities in order. Food, shelter, and clothing

should be first on that list. These will contribute to a

positive attitude that will assist in preparing for the tasks

that are ahead.

An idea can come about in a dream while asleep, while walking

down the street or even driving in a car. By mulling the idea

over and considering every aspect, the possibilities are

limitless. When it comes to making money, establish a prototype

that enhances the idea and by acting on it is the only way of

finding out whether the idea is a good one.

Working for other people gets old when being told what to do,

when to do, how to do and what time to do it. It is mentally and

physically exhausting. The fact that there is always going to be

dirt and as long as there are busy professionals, overly

committed people, senior citizens and disabled people who are

not able to take care of their own cleaning needs there will

always be a niche in the market share for Ultimate Steam Team

Carpet and Upholstery Cleaning Company.

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INTRODUCTION

Ultimate Steam Team Carpet and Upholstery Cleaning Company were

founded in 2007. The company began with an office and two carpet

cleaning vans. Ultimate Steam Team was first established under

the name of Ultimate Steam. The company services both

residential and commercial cleaning accounts. There is a

combined 30 years’ experience in sales, customer service in

general cleaning and the carpet cleaning industry.

Originally I started my own company known as Houseworks

Dependable Cleaning Company. My partner, Blanche Baker and I

purchased business cards and distributed them to homes, business

and placed the cards strategically on bulletin boards in

neighborhood grocery stores. One particular day we had six homes

scheduled to clean. Blanche informs me the day before that she

is not able to work that day. This put me in a difficult

situation so I hired someone to help me with the six homes. I

left very early in the morning to get started and one of my

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clients called me to verify that we would be cleaning for him. I

had already left to begin for the day and the client got no

answer at my house so he called Blanche to see if we were

cleaning. Blanche decided to go to this particular client’s home

to do the cleaning for him. Blanche did not contact me to let me

know that she was going to clean this client’s home. While

Blanche was cleaning she had an orange soda a in a cup in the

bedroom. She almost spilled it and as she stepped to grab the

pop, she tripped over the bucket of bleach water and spilled it

on brand new bur bur carpet. Blanche knew where I was cleaning

at and came there to tell me what she had done. I was scared to

death as I knew that we did not have any type of insurance to

cover an incident such as this. This was the straw that broke

the camel’s back as I realized that in order to run a proper

business we needed more information regarding how to do it. The

lack of knowledge with regards to running a business is what

prompted me to go back to school. Shortly after I started school

my son Chris and Blanche’s husband Bryan Baker came into a small

windfall and started Ultimate Steam. My plan and goal has always

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been to restart my business. Since my son jumped the gun a

little I have concentrated my total educational efforts towards

enhancing and making a very productive Carpet Cleaning Business.

Ultimate Steam Team will be sustained through generations to come

in order to assure that my children, grandchildren and great-

grandchildren are able to live comfortably. I feel Ultimate

Steam Team has the potential to successfully prosper for

generations to come as there is always going to be dirt and a

need for the services that Ultimate Steam Team has to offer.

TARGET MARKET

Ultimate Steam Team Caters to the elderly, disabled, single

parents and busy professionals who simply do not have the time or

the energy to accomplish regular cleaning on a daily or weekly

basis. Along with cleaning carpet and upholstery Ultimate Steam

Team also performs basic cleaning needs for customers. They are

also able to save the customer time and money by providing the

cleaning supplies. The goal to promote the business locally

within a fifty mile radius of Columbus will allow the company to

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maintain strong customer services and a good rapport with

customers. Ultimate Steam Team will also contribute to the local

economy by providing employment opportunities within the company.

Advertising strategies are a very important asset for a company

and timing plays a very big role. Prior experience in the carpet

cleaning business shows that it is very well known that running

advertisement starting October 1 – March 1 is a total waste of

time and money.

COMPETITORS

There are many competitors of Ultimate Steam Team Carpet and

Upholstery Cleaning Company with-in the fifty mile radius of the

general Columbus Ohio area. The main goal of Ultimate Steam Team

is to become a full-service cleaning company that provides any

cleaning service that a customer needs to have completed. There

are no cleaning services that would be considered as full service

cleaning that will clean the entire house, windows, carpets, and

furniture.

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STRATEGIES FOR THE BUSINESS

The business has established a 5 year business plan that includes

all of the financial responsibilities required to keep the

business established and profitable. The proposal provides a

virtual forecast as to where the company will be financially for

the next five years. The following section lists and explains the

areas needed to assure the ongoing operation and financial

success of this cleaning service.

MONITOR ADVERTISING

The operation of the business requires making business cards,

advertising in local newspapers, distribution of flyers and

telemarketing. Using what are called tracking sheets will allow

the company to keep track of where and how advertising dollars

are being spent and where they are utilized? The company will be

able to see if they are making a profit and see which advertising

method is the most profitable.

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RESOURCES

It is important to utilize resources that are free for the asking

or available at a minimal fee as this is a distinct advantage for

local organizations. The only requirement is to possess the

knowledge and where-with-all it takes to figure out that there

are resources available to the company at a very minimal charge

or free. The only investment required is the time that it takes

to construct a letter that outlines the needs of the company and

ask for assistance from different organization. Small Business

Association will assist with education and opportunities to apply

for loans and grants to sustain the business. Advertising for

free on Craig’s List usually produces several jobs every time a

new advertisement is posted.

OPTIMIZE SUPPLIES AND INVENTORY

The costs of the cleaning supplies needed, such as mops, brooms,

Windex, paper towels, feather duster, buckets, rubber gloves,

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chemicals used for the carpet cleaning such as micro ban, scotch

guard, and cleaning agent used can be reduced by doing research

and using the most inexpensive suppliers or by contacting the

manufacturer directly and purchase supplies from the Dollar

Store. Packaging and marketing the cleaning supplies that

Ultimate Steam Team uses to sell to their customers as a way to

maintain a certain level of the cleaning in between regularly

scheduled cleanings would be another avenue that the company can

take to increase profits and build a greater loyalty with their

customers.

CREATE A STANDARIZED PRICE LIST

Another important aspect would be to create a standard price list

for the amount that the company will be charging customers to

clean. For example, a room-by-room itemized list might include

kitchen cabinets, refrigerator, range, microwave, floor, dishes,

living room- dust, vacuum, mirrors, glass windows; bathroom-tub,

toilet, shower, floor, sink, counters, mirrors; Garages:

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Basements; Laundry; etc. Carpet cleaning is estimated by the

size of the area and the upholstery is priced per item that is

being cleaned. Everything that can be cleaned should have a

price attached to it and then an Excel worksheet will be used to

establish a solid, clear and fair estimate of services to be

rendered

PROVIDE RELIABLE TRANSPORTATION AND EMPLOYEES

Access to a vehicle, preferably a truck or van, is the number one

most important item necessary to work and get from one job site

to another. Employees with a valid driver’s license, insurance,

and their own vehicle are detrimental to the success of this

business. Hiring employees who will use their own vehicle will

help the company from having to buy, maintain, and insure their

own fleet.

CREATE NEW BUSINESS

Start with a single idea and stick to it. Offer a complimentary

cleaning the first time. Walk in to a business and offer to

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clean one of their restrooms or even an area of carpet for free.

Chances are good that they are not going to allow the other

restroom to remain filthy or the rest of the carpet that just got

cleaned so they get charged to clean the second restroom or the

rest of the carpet, collect the money and schedule the next

cleaning before leaving. Offer to do any cleaning needs that

they may have in their establishment. It is important to leave a

door open. Give them an estimate and schedule a date and time to

complete the cleaning task that the business wants to have done.

This is how a business can establish clientele and get repeat

business.

MANAGE STAFF

Match skills with tasks giving ample opportunity for different

people to assist in managing the whole operation, thus giving

many people employment opportunities. Train new hires by having

then shadow current employees on jobs, and cross train existing

workers.

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S.W.O.T ANALYSIS

The Strengths, weaknesses, opportunities, and threats of an

organization are important knowledge to possess as it can assist

the organization with establishing the written business plan to

best fit the immediate and future goals of the organization. It

is all about making money. To have the ability to operate a

company knowing that it is supporting families with all of their

basic needs is the only thing that is of any importance. It is

not about making a profit it is about sustainability. Customer

Service and professionalism goes a lot further in word of mouth

advertising than paid advertising could ever present.

Figure 1. SWOT Analysis for Ultimate Steam Team

Internal Factors

Strengths Weakness

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Management Over twenty years of cleaning experience among the partners involved in the business

Only two partnersDissolution may occur sooner thananticipated

Marketing Small companies are able to build better customer relations

Corporate companies may be able to satisfy customer needs better

Personnel Good workforce, mostly in the family, little turnover of employees

Experience lost when new employeeis hired, family conflicts

Finance Bank possibly willing to give loan with low interest. Sales expected to escalate quickly with new office

Risk of cash flowissues

External Factors

Opportunities Threats

Consumer/Social

Able to satisfy small market for small business. Build close relationships to clients and suppliers.

Larger companies are able to charge lower prices

Competitive Competition non-existent in the area. Able to offer more

Some costumers may prefer premium prices

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customer service. than slightly higher price withcustomer service

Technological

Make company more efficient and work closer to customers.

Others in the industry can purchase new technologies thatcan make them faster and more efficient

(McCollum, Cowgill, & Wesbook, 2010)

There are many strategies and campaigns that can be used to

advertise the services of a company. Care must be taken that a

company who uses a campaign to generate new customers and

business that they follow through or that they can prove the

claims of the company. This day and age presents a unique

problem for carpet cleaning companies and that is “Bed Bugs”.

The sterilizing agent that Ultimate Steam Team uses called micro-

ban does kill bed bugs but is used to control mold and mildew so

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consumers need to know that it is a myth that having a carpet

cleaning company in to do carpet and furniture once will

alleviate a bed bug problem. There is a strict regimen that

needs to be adhered to and should only be administered by a

professional exterminator.

FOCUS GOALS

“The US janitorial services and carpet cleaning industry

consists of about 50,000 janitorial companies and about

9,000 carpet and upholstery cleaning companies with combined

annual revenue of about $33 billion. Major companies include

divisions of companies such as ServiceMaster and ABM

Industries, private companies such as UGL Unicco and Stanley

Steemer, and franchises such as Coverall Cleaning Concepts

and Jani-King. The industry is fragmented: the 50 largest

companies generate less than 30 percent of revenue.”

(Presswire, 2010)

Individual companies depend on the structure and the Empowerment

of the organization as a whole and how they are able to gel

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together as a team by feeding off each other’s strengths and

support the weaknesses that require the attention of the whole

organization. A well planned and initiated marketing strategy

will serve local carpet cleaning proprietors well in the local

market and Ultimate Steam Team plans to lead the way for carpet

cleaning and regular cleaning services by utilizing a marketing

strategy that addresses everything that Ultimate Steam Team has

to offer in the way of cleaning services.

Ultimate Steam is able to bounce back from adversity like the

Cleveland Carpet Cleaning Company that lost a lot to a fire

except that their vans were saved which is a big investment that

would be costly to replace. (Dodosh, 2007)

GOING GREEN

Ultimate Steam Team will establish a protocol for their

customer’s to adhere to in order to sustain cleaning that will

use less water, less chemical, or less energy, not only is it

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greener and healthier, but it is using natural resources more

responsibly.

Prioritize carpet cleaning

Vacuum frequently

Employ interim carpet cleaning methods

Low-flow technologies

Use cold water when cleaning carpets

Use green-certified cleaning chemicals

Maintain the equipment…and know when it is time to select

new machines (Ashkin, 2010)

By using the same idea when performing a full house cleaning it

is to the advantage of Ultimate Steam Team to provide cleaning

supplies that were used during the initial cleaning in order to

sustain an air of the professional cleaning provided until the

next regularly scheduled cleaning. Misfortunes that occur due to

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act of nature or through any other emergency situations that

require the service of a carpet cleaning company albeit water

extraction or any other reason that could require utilization of

the services of Ultimate Steam Team at any given time of the day

or night. Offering 24-hour water extraction or any other urgent

type services 24 hours a day 7 days a week is the same as opening

up a door to a new path that you have no idea where it will take

you or where it would end. The availability of the company for

emergency situations just works as a promotional strategy to

market the company.

Chemicals that are used to clean carpet are non-toxic. The

cleaning van contains a 250 gallon tank that reaches temperatures

of 250-275 degrees Fahrenheit. The used cleaning water has to be

disposed of according to EPA Regulations and Ultimate Steam Team

is adamant that strict rules are adhered to with regards to

Environmental Protection Agency Regulations. While serving the

community it is also advisable to be receptive to ideas and

suggestions given by the community and also customers. The

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company intends to sponsor a contest asking for “Green

Suggestions” that Ultimate Steam Team could utilize and give a

Grand Prize to the person that Ultimate Steam Team decides has

the best suggestion for the company to contribute to the

environment through the service that they provide and also

increase revenue of the company. (Sunday Times, 2001) “An

organization needs to be operating at its maximum effectiveness.

To determine if the organization is operating to its full

potential it is imperative to determine the climate of the

organization. Determine the “Soft Factor’s “which are the

attributes that are more closely aligned to aspects of the

interaction such as communication skills establishment of a team,

the importance of trust etc. In contrast, “hard “ factors are

typically aligned with more pragmatic aspects of an

organization’s acquisition mission such as development of an

acquisition strategy, ensuring that the necessary documentation

is in place before a major milestone review using earned value

management to track financial progress etc. The organization’s

culture is typically viewed as those deeply held values, beliefs,

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assumptions, symbols, and rituals shared across the enterprise.

Culture describes the social context of an organization’s culture

is shared among all or most of the work force throughout the

enterprise as a result of lengthy periods of repetition and

indoctrination. Seniority of employees plays a very social role

in the “orientation” of new employees by employees with

“seniority” status due to length of employment with the

organization” (Kotzian, Muldoon, & USN, 2010) Ultimate Steam Team

Carpet and Upholstery Cleaning Company uses Scotch Guard as a

protectant on the carpet after it is cleaned to keep the carpet

from getting dirty too quick as it would resist stains once the

scotch guard is applied. DuPont is a manufacturer of products

containing the ingredient known as perfluorooctanoic acid (PFOA)

used in the manufacture of Teflon but is also said to be formed

when flourotelomers, a group of water and stain resistant

chemicals, break down. (Cozier, 2010) Knowledge of the use of the

cleaning chemicals is imperative. There are strict regulations

that all service companies must adhere to. Customer service is

the most important aspect of an exchange between an organization

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and their clients. Word-of-mouth advertising is the most

effective type of advertisement and it is also the cheapest form

of advertisement as well since it is free though it does require

the display of professionalism and knowledge while servicing the

customers in order for them to want to utilize our services on a

regular basis. The carpet cleaning company is a service provider

that will always be utilized and can incur a profit that will

provide for the families that depend on the income that Ultimate

Steam Team generates. Through the carefully planned marketing

strategy and by utilizing all of the resources that are available

beginning with returning to complete education and by including

all of the aspects that envelop a company as the focus of study

there is no reason that a business cannot be successfully

initiated and grow into a thriving proprietor as Ultimate Steam

Team.

EMPLOYMENT INTEREST FORM

A family run business striving to provide professional cleaning

services while providing employment opportunity for anyone who

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wants to put the time and effort into it. Training is an

operative word. You have to physically attempt a task in order

to retain the knowledge as to how to do it. There is an

abundance of work (cleaning) to be gotten. Creating a strategy as

to the organization of the company will provide a plethora of job

positions available for people who are positive and believe in

what they are doing. Please answer the following questionnaire

to connect you with the proper area that your abilities will best

benefit.

1. Have you ever had a job working on the phone or

telemarketing?

If yes please give details

2. Have you had any sales experience?

If yes please give details

3. Do you have a driver’s license?

4. Do you have insurance?

5. Do you own a vehicle?

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6. Do you have any felony convictions?(Does not disqualify

from getting hired)

7. Are you willing to travel?

8. What is the highest level of education achieved?

9. What type of work are you looking for?

Please tell about yourself.

1. NAME:

2. ADDRESS:

3. PHONE NO:

4. BIRTHDATE:

5. SOCIAL SECURITY NUMBER WILL BE NEEDED UPON HIRING

LAST 3 EMPLOYERS PLEASE TELL ABOUT THEM.

How many hours are you available to work per week?

What days are you available to work?

There are three shifts available so what shift would interest

you?

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What are your goals?

Tell why the company should hire you:

What are your salary requirements?

WELCOME

Ultimate Steam Team is a family owned family run business and if

you are reading this welcome to our family. Our company has

weathered through a lot to get to this point to be able to hire

an employee to work. The possibilities for this company being a

successful, multi-million dollar dynasty are phenomenal provided

that the right players are placed strategically within the realm

of the business in order to utilize knowledge, education and

talents of each “individual” employee.

New employees are required to review the company history and the

five year business plan. Suggestions that pertain to the

operation of the company that can have a positive effect on

production are welcome and encouraged. Monetary incentives will

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be provided on a monthly basis for a suggestion that the company

utilizes.

The reason that a person would want to own a price elastic

business that sells price elastic products is to get rich and

make lots of money. Advertising tactics along with imagination

and pure determination will make this type of business a success.

The impression that the business should leave on the customer is

for them to ask their self how they ever did without the services

of the business. Ultimate Steam will strive to utilize all of the

skills available within the company. Ultimate Steam Carpet

cleaning Company’s a new company that is versatile, ambidextrous

and ready to serve the needs of their customer’s and the whole

community.

EMPLOYMENT OPPORTUNITIES

Job positions available within the company are as follows:

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TITLE DESCRIPTION HOURS PAYCANVASSER DISTRIBUTES FLYERS

AND BUSINESS CARDSDAWN TO DUSK(HOURS NEGOTIABLE)

SALARY PLUS BONUS OR COMMISSION

TELEMARKETING COLD CALL FOR PROSPECTIVE CUSTOMERSAND SET APPOINTMENTS

9AM-1PM4PM-9PMMON-FRI9AM-NOONSAT

HOURLY PLUS BONUSOR COMISSION

RECEPTIONIST ANSWERS BUSINESS PHONE, SETS APPOINTMENTS FROM INCOMING CALLS AND CONFIRMS ALL DAILY APPOINTMENTS

8AM-5PM4PM-9PMMON-FRI

SALARY PLUS BONUS

HOURLY PLUS BONUS

SERVICE TECHNICIAN

DRIVES VANS AND ANY COMPANY VEHICLES, CLEANS THE CARPETS AND UPHOLSTERY. ALL LABOR

7AM-8PMMON-SAT

SALARY PLUS BONUS

ACCOUNTANT MAINTAINS ALL COMPANY FINANCIAL INFORMATION ANDREQUIREMENTS ESTABLISH AIS FOR COMPANY

8AM-5PMMON-FRI

SALARY

GENERAL SERVICE TECHNICIANS

ASSIST SERVICE TECHNICIANSPERFORM GENERAL CLEANING

7AM-8PMMON-SAT

HOURLY

PRODUCTION CREATES INNOVATIVE ADVERTISEMENT, RESEARCH COST EFFECTIVE CLEANING PRODUCTS, ESTABLISH A STANDARDIZED PRICE LIST GENERATE NEW CUSTOMERS

8AM-5PMMON-FRI

TELEMARKETING MANAGERS

RESPONSIBLE TO TRAIN, MOTIVATE, CONFIRM APPOINTMENTS SET BY

9AM-8PM SALARY PLUS BONUS

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TELEMARKETERS

TODAY’S DATE TELEMARKETING TALLEY SHEET EMPLOYEE NAME

DIALS CONTACTS APPT SET CUSTOMER NAME/ADDRESS/PHONE #

HOUR #1_____AM/PM

HOUR #2_____AM/PM

HOUR #3_____AM/PM

HOUR #4_____AM/PM

TOTALS:HOURS:____________

DIALS:

____________

CONTACTS:

_____________

APPTS:

____________

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TELEMARKETING SCRIPT FOR COLD CALLS

Good am/pm Mr. or Mrs.___________ My name is _____________with Ultimate Steam Carpet and Upholstery cleaning company. We have been receiving calls from homeowners in your area needingassistance with all of their Spring Cleaning needs.

Ultimate Steam Team is currently offering their spring cleaning special of any five area of carpet for $79.95. How many areas of carpet do you have in your home Mr. /Mrs. _________?

Our Service technician just happens to be scheduled in your areastarting tomorrow or the next day. Which day would be best for us to stop by? Would morning, afternoon or evening be the most convenient?

Appointments are scheduled in 2-hour windows to allow service technicians to provide professional service.

8am-10am, 10am-12noon, 12pm-2pm, 2pm-4pm, 4pm-6pm, 6pm-8pm Mondaythrough Saturday

I have your name listed as____________________Is that correct?

And you are the homeowner at__________________is that correct?

Would you please tell me a main cross street closest to your homefor directions?

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Could I verify your daytime phone number?

Mr./Mrs. __________________You are scheduled for our 5 area cleaning special for $79.95 plus

tax on DAY/DATE/YEAR @ TIME AM/PM

Are there any other cleaning needs that we can help you out with today?(List additional requests)

Thank-you again and we look forward to seeing you on DATE/TIME.

DAILY CUSTOMER LOG SHEETEMPLOYEE NAME:_________________DATE:___________________NAME ADDRESS CITY

(zip CODE)

STATE PHONE TODAY’S DATE

APPT DATE

#AREAS

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CANVASSER

This position requires physically walking for hours at a

time and placing flyers strategically on homes and

businesses. Distributing business cards and talking to

potential customers about the services that Ultimate Steam

Carpet and Upholstery Cleaning Company provides is

coordinated to coincide with the area that our units are

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There are rules that must be adhered to while performing

this job.

Proper attire i.e. t-shirts with company logo and

comfortable shoes must be worn.

Under no circumstances are flyers or advertisement to be

placed in or around a mail box. That is federal property

and requires a stamp in order to be placed in the mailbox.

Canvassers are to ask permission of the business where they

want to place business cards.

TELEMARKETING MANAGER

Implements training for the telemarketing cold calls to

generate new leads for service technicians.

Monitor the telemarketing department and keep them on task

of dialing numbers.

Instill a positive attitude in the telemarketing department

Confirm appointments set by telemarketers who includes name,

address, phone #, the date the appointment is set and the

number of areas the customer is having cleaned.

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Assure that all leads are confirmed and logged before they

are given to the receptionist.

Record payroll and bonuses for telemarketers

TELEMARKETER

Responsible for cold call dialing and contacting homeowners

to generate new leads by offering company cleaning specials.

Telemarketer must follow the protocol when calling

perspective customers by reading a written script.

No telephone calls can be made before 9am or after 9pm.

When a customer or prospect asks to not be called the

telemarketer must add them to the company “NO CALL” list.

Setting an appointment requires the caller to check the

name, address, phone number and the date, time of the

appointment and the number of areas needing cleaned. Write

all of the information on a lead card and give it to the

telemarketing manager who then confirms the information and

the appointment time.

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RECEPTIONIST

First person that customers see when entering the business.

Professional business attire must be worn

Answers all incoming calls and sets appointments for the

service technicians

Confirms all daily leads for service technicians

Distributes leads to determine daily cleaning routes for

each vehicle that is available.

Coordinates areas to distribute flyers with the established

daily cleaning routes

Tracks all calls and leads to determine where lead was

generated.

SERVICE TECHNICIANS

Senior Technician based on qualifications, seniority,

experience and knowledge will train and oversee operations

of the cleaning crews and payroll.

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Must maintain a driver’s license, having their own vehicle

and insurance is a plus.

Cleans the carpet and upholstery

Manual labor is also required when moving furniture while

cleaning

Suggest additional products to a customer such as

deodorizer, scotch guard or even a piece of furniture to be

cleaned.

4 points is the maximum allowed on a technicians driver’s

license and continue to drive company vehicles

Follow all of the laws of the highway while driving company

vehicles. Any violations while driving a company vehicle is

immediate grounds for demotion or termination.

Professionalism is a requirement at all times.

GENERAL SERVICE TECHNICIANS

Assists service technicians and other department areas as

needed

Perform the general cleaning jobs

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PRODUCTION

Create new, innovative advertisement

Research for less expensive and cost effective cleaning

products

Establish a standardized price list that includes the

charges for every service that Ultimate Steam provides and

any products that the company may choose to sell.

Attend fairs, carnivals, parades, volunteer in the community

generate new business

ACCOUNTANT

Establishes an Accounting Information System for the

company

Inputs all financial information pertaining to the company

including bank transactions

Final Payroll for company.

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Cross checks and balances all financial information from

all departments.

CONCLUSION

Ultimate Steam Team Carpet And Upholstery Cleaning Company will

present itself as a full service cleaning company, including carpet,

vehicle interiors, cleanouts, residential, businesses and any other

cleaning jobs. One thing that is for sure there will always be dirt

and as long as there are busy, overly committed people with money

who will hire people to clean there will be plenty of employment

opportunities for a service provider such as Ultimate Steam Team.

The combined Team Empowerment of Ultimate Steam Team Members the

business can successfully sustain itself for generations to come.

Before selling anything, a product or a service, the business must

first sell itself. The ability to present their selves as honest,

dependable, and professional is the beginning step to establishing a

rapport with any customers and to demonstrate the confidence that

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emanates from the company regarding whatever it is that they are

trying to sell or present. The goal is to make a lasting

impression. All the advantages of the product that you are trying to

present must be on the top of the list. Consumers need to conclude

that it is not advantageous to do without the product or the service

that the company is selling. It is very important to show the cost

effectiveness for the consumer to invest in the services that

Ultimate Steam Team has to provide to them thus saving them time and

money for all of their regular cleaning needs.

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2011

BIBLIOGRAPHY

Ashkin, S. (2010, 09 05). Green Carpet Care. Business Source

Complete, 3.

Cozier, M. (2010). Union warns on PFO Ause. Business Source Complete.

Dodosh, M. (2007, may 28). Arslanian still fired up to clean

carpets. (M. Premerier, Ed.) Crain's Cleveland Business 28, no21, p.

19.

Kotzian, M., Muldoon, R., & USN, C. (2010, May-June). Determining

your Organization's Health. Impact of Climate Surveys, 8.

McCollum, M., Cowgill, E., & Wesbook, B. G. (2010, june).

Ultimate Steam Team Five Year Marketing Plan. Columbus,

Ohio, USA: Devry University.

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2011

Presswire, M. (2010, october 15). An Essential Report on

Janitorial Services and Carpet Cleaning. An Essential Report on

Janitorial Services and Carpet Cleaning.

Sunday Times, T. (2001, December 09). 78 Chem-Dry UK Insurance

claim manager 75.23%.

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