In my first year of community college I was assigned a project to build a website and a business model in the industry of my choosing. I decided to target an industry that I saw as lacking. I chose to start an online business designed to connect background verified contractors with ready to act clients. It was similar to today’s Angie’s List; of course, this was before I even knew of Angie’s List. This project quickly turned into an active and demanding platform and before I knew it I was running my first business. “Whatever you do, work at it with all your heart, as working for the Lord, not for human masters,”-Colossians 3:23 NIV
It was very fun to learn the insides and outs of running a business, but I quickly discovered that even though some contractors had all their ducks in a row (qualifications, certification, insurance, and recommendations) that many of them did not know how to actually deliver top-notch customer service. To me, customer service has always been more than just being a good person and doing the right thing. Those both go a very long ways, but it doesn’t mean you understand how your customers like to be served. With the various peaks and valleys I experienced within that industry, some of them learning lessons as a young manager and others as areas that I knew needed innovation, but that I wasn’t yet ready to take on, I decided to shut that business down. Now, with an insatiable desire to build a business, I knew what I wanted and how I would get there, but I hadn’t figured out the “why” behind what I believe in what I believe. I took some time to evaluate this so-called x-factor with the mindset of designing a business where I would be able to inspire my team members to better deliver on the customer experience and my team members could, in turn, inspire me to innovate better business practices. “People don’t buy what you do; they buy why you do it. And what you do simply proves what you believe.” -Simon Sinek
I have always had a passion for understanding what makes people interact the way they do in service industries so I chose to work in one of the most demanding customer service industries I could find; 4&5-star hotel management. After sitting in on the most prestigious customer service seminars, experiencing the most demanding clients, and learning to understand why people do what they do in various scenarios I decided it was finally time to start another business.
The choice was simple. My father had previously owned a rug cleaning company when I was growing up and I had already spent my entire childhood learning about rugs without even knowing it. I spent the next few years working towards several certifications, taking courses, seminars and practically soaking up any and all knowledge I could get my hands on. Knowing I needed help to innovate something that would change the cleaning industry I involved my brother; a critical thinker and exceptional analyzer that can execute on just about any idea he’s given. Together, my brother and I crafted the techniques and procedures that have led us to deliver a final product that makes our slogan, “A higher standard of clean” mean exactly what we set out to accomplish. Every service we offer not only adheres to each certifying companies standards, we exceed them and typically by a remarkable amount. We eventually reached the proverbial end-of-the-line when it comes to reading and learning from the few existing industry experts, but still to this day we are in the pursuit of any and all knowledge we can obtain as it refers to rugs; I’d like to note that one can never learn all there is to learn about customer service as each of us brings our own perspective of what a better-than-average experience looks like. Our team members regularly attend classes and seminars designed to continue motivating us to adapt to the new and evolving needs of our clients. To best serve our clients, we have a system of checks and balances that we call our Golden Service Circle. However, it only completes the journey if our clients make it known. We depend on you to be our most constructive critic as well as our most outspoken advocate. We truly value communication more than profit and we’re in it for the long-term outcome. “If people like you, they’ll listen to you, but if they trust you, they’ll do business with you.” -Zig Ziglar
In a world where rug fibers, backings, and construction are constantly changing it’s important to always be learning so we invest heavily in our process, tools, and training. Rug cleaning is not a “one-size” fits all method and neither is a customers experience. I implore you to communicate with us the highlights of our service as well as any area in which we can improve; we promise to always do our best to accommodate your needs. We appreciate you taking the time to read about our company and we look forward to speaking with you directly.
Spencer B. Suggs