Business School Experiment Pays Off…How Green Cleaning Became A Platform For Customer Experience

Even as I write this, I am trying to characterize her energy, enthusiasm and belief in herself and her business. Had she been selling something to me in that moment, I would have bought a dozen “whatevers” right there on the spot. And it wasn’t because she was actively pitching me anything, it was because she is the absolute opposite of what you’d expect someone in house cleaning to represent. She was offering more than a housecleaning—she was offering an experience-and one she believes in.

Most people’s history with house cleaning is similar to the stereotypes from books like Nickel & Dimed…the classic car full of Merry Maids, overworked, (sometimes illegal) women who don’t have a college degree, have reached the end of the line in terms of job options and are probably driving up to 2 hours from an unsafe neighborhood to come clean your house. Securing a service usually begs two questions from a customer: will the service meet my standards and will these people steal from me?

It’s unfortunate that house cleaning has such a bad rap. No one wants to do it. I confess that there are times my eyes roll to the back of my head at having to drag “Jaws” (my vacuum) out for its weekly spin. How often do you hear about someone in house cleaning focusing on the core values of their company: excellence, integrity and quality customer experience – and believe them? For the most part, people want to be surrounded by and work with those who have potential. The two questions you have after talking to Toler are: how much and when can you start?

Someone like Toler whose focus is not on the 60-yard line, but the end zone, is inspiring and it will be interesting to watch her business plan develop over time. Toler has worked hard to build her business, her brand and her team. “I have a team of 7 and they are professionals. My clients are happy. The employees are excited about the growth of the company. We are focused on excellence, striving to be the best. Initially our edge was in being green—but everyone is doing that now (which is a good thing and shows us there is a market), but now we focus on a high quality level of service. We communicate with our clients so they know what they can expect.”

When people deliver a quality service, do good work and are able to get their clients to notice – a relationship based on common understanding and standards is born. Toler’s focus on the experience affords her the opportunity to talk about her ability to deliver something besides a clean house. It’s that focus that changes perceptions in an industry.

Sage Clean: Overview
The company’s mission is to reduce the footprint of hazardous chemicals by using natural, biodegradable, and non-toxic products; to deliver superior customer service and develop solid relationships with its customers; and to develop a company that rewards dependability, integrity, safety, and provides for the training and development of all employees.

Pretty straightforward? Yes.

About Stephanie Toler

After serving ten years in the Air National Guard doing electronics installations Toler decided to get her college degree. While going to school (and in the reserves), she waited tables but was looking for a more reliable income—relying on the kindness of strangers (tips) has too much fluctuation. A friend of hers was cleaning houses and needed an extra pair of hands. Toler pitched in. “She was using all these chemicals and our eyes were burning and our hands were red, and I just thought ‘There must be another way.’”

Frustrated with the theoretical aspect of her business degree, looking at alternative cleaning options and needing a more stable income that had flexible hours helped her decide to build her own business. “I wanted a place to apply what I learned in school, a place to think through the details.” She’s taken a chapter from information systems to concentrate on efficiency and her prior air force work helped her to effectively break tasks down in a way that makes sense.

How They Give Back
Toler has a young business, about 2 years old - so not much budget to play with. However, her mission fully embraces the people, planet, profit model. She invests in her culture by ensuring a reliable schedule, social get togethers, and materials to focus, inspire and lead. She educates customers on the affects of toxic chemicals and uses green based products which reduce the number of harmful chemicals. And, she is looking to make a profit.

Toler is looking to incorporate a more Social ROI to her balance sheet by starting to the measure “social” metrics she and her team invest in the community. Her plans for the upcoming fiscal year are to donate 4 cleanings per month to recipients of her local Volunteer Chore Services program (VCS). Their mission is similar to Meals On Wheels, providing services and keeping seniors in their own homes.

Espresso Shot Insights what’s this?

• Discover Your Core Values
• Choose To Work With Good People
• Listen, Listen, Listen

To see the full article, visit the social venture labs blog, unfortunately, I can't seem to stay within the 1500 word limit - I have too much to say!