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 Angie’s List was even an online platform in Dallas. 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 a client likes to be served. I experienced various peaks and valleys within that industry, some of them learning lessons as a young manager and others as disappointments with those thought to be the industry leaders. Ultimately, I decided to shut that business down. With my first business experience resulting in a giant learning lesson I knew I’d have to hone my passion for leadership before I took on any new opportunities. With an insatiable desire to build an ethical and value-based 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 and why I believe in it. Thankfully I was able to connect with, consult from, and learn alongside some of the best professionals in the textile cleaning industry. Through various continuing education courses, I was presented with opportunities to team up with many of the most innovative leaders in the rug industry.”People don’t buy what you do; they buy why you do it. And what you do simply proves what you believe.” -Simon Sinek
After participating in some of the most prestigious customer service seminars, experiencing the most demanding projects, and learning to understand what the customer experience looks like 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. Since 2011 I’ve obtained several certifications, taken dozens of procedure courses, seminars and practically soaking up any and all of the knowledge I can get my hands on. Knowing I would need help to innovate the equipment and cleaning solutions of our industry I involved my brother Ryan. Since his arrival in 2014, he’s proven himself as 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 organizations 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