Owner Operator vs Hired Technician

ruff · Nov 21, 2013

Keith, I agree with you. However, this thread is not about hiring people. It is about owner operator versus the hired technician.

Richard, (you know me better) my remark about welfare was not about your family past. It was in regard to you "taking away my clientele." As in, really!? I am "so damn good" that you will go out of business (therefore need welfare). So do not be insulted please, as there was no insult meant.

As per your clients choosing your dad over a technician because they perceived him as knowing more?
Dream on.

They would have chosen your dad for a variety of reason: Because of the perceived knowledge, the quality of his work (maybe your tech would have been just as good), his personality (maybe your tech also has great a personality) and that intangible aura that he had as an owner operator that truly shined through. You can't teach it. Not everybody has it.

Though you guys consistently ignore it, my whole point is about the really good o/o (preferably great) versus the great hired technician. Full stop. Period. Punct (That's German, just in case :winky:

).

I'd give you that though:
- The truly great companies like yours, through the great o/o that started and lead these companies. And through their well chosen and trained successors (or blood relatives :winky:

) that share the same vision and are invested in the company success, strive to reach the highest standards. Many of them will be far better than the average o/o.

The great o/o though will still leave them in the dust:

http://www.youtube.com/watch?v=tH2w6Oxx0kQ

For you my friend it seems like it will always be Domino Pizza.
For me my friend it is Tony's: http://www.tonyspizzanapoletana.com/

Desk Jockey · Nov 21, 2013

no insult taken.
:biggrin:

The Great Oz · Nov 21, 2013

However, I very much doubt that Bryan will take his wife to the Olive Garden when he wants a really outstanding Italian dinner. When with the kids? - Maybe. With his least favorite relatives?- Surely. When he craves reasonable value for the price and absolutely unlimited (just slightly stale) garlic sticks?- You got a deal.

Unfortunately for your analogy, the chain restaurant would be more favorably compared to a franchise cleaning company. The high-quality independant multi-trucker could be the best reataurant in town.

My kids prefer The Old Spaghetti Factory, but if I'm taking my wife out to dinner it's still going to be at a place that has employees. The owner sets the standards, but couldn't possibly be the best chef, and the best waiter, and the best receptionist, unless he's running a taco truck. The taco truck could offer innivative and tasty food or just as easily be one step ahead of the health department.

I understand your point of view, but there are good and bad operators at every level.

Of the partnership concept: There are several successful multi-owner partnerships in operation in Canada, maybe the laws make it easier to affiliate. Sani-Tech on Vancouver Island is one example.

PS: This came in to via e-mail yesterday, and we literally have stacks of similar comments about our techs. (They have an unofficial competition to see who gets the most accolades from customers.)

Clinton came over yesterday to clean my carpets. You must really be doing something right to hang on to such an incredible employee! He was thorough, considerate and extremely knowledgeable. He went out of his way to make sure I got a good value and I was really happy with the service.

Desk Jockey · Nov 21, 2013

I think its part the carpet cleaners curse and part Ofer’s huge ego. :winky:

Seriously where would we be if we didn’t have egos that allowed us to think that we are the best at what we do.

I won’t hold against you Ofer but know…….you’d be in trouble if you competed here! :lol:

J/K
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Spurlington · Nov 21, 2013

Jim Martin said:
Rule #1.....never hire a ex carpet cleaner.......
Rule #2.....they are only going to be as good as you train them........
Rule #3.....they aren't you...........

#1 Great advice
#2 So true
#3 I have to keep reminding myself

Art Kelley said:
I think this question is what this thread is about. Should you take on partners? Would they be comfortable taking losses as well as profits? Not too many people like losses or can sustain them for any length of time. Otherwise you stick with employees or subcontractors and assume the downside risks.

Yes this thread is about taking on partners .. anyone starting a business would have to understand profit and loss and must accept what comes their way as a business owner .. I had a part time job I held on to until I was able to support myself with the business alone ..

Shane Deubell said:
If you want to find a quality tech then you have to provide a quality opportunity.

That means the ability to feed a family, small house, car payment and health insurance. What ever that means for your market.

I totally agree .. a person with these responsibilities are less likely to screw around and jeopardize his/her position .. so you give him/her what he needs and hopefully he/her gives you what you need .. quality results

Able 1 said:
You can train people to do a good job, though alot is personality(as you know). Look at all the complete hacks out there that somehow stay in business. I think the best thing for you would be a broken leg or something, and you will find a way to keep it going. Not saying that I wish you to break your leg, but that might be what it takes for you to see you don't have to clean everything and have your custy's come back. Well, that's what it took for me to realize that I didn't need to stroke every fiber myself. I got T boned and shattered my elbow and cracked my pelvis(no insurance for the other driver).
Seems like you are just sitting in a corner saying "I can't hire anyone to clean carpets it's too complicated, and they can't do it like me"! That's all BS!

I find myself in that corner saying the same thing .. the truth is," I cant train anyone to clean like me." or I should say as thourough .. Im a damn good cleaner ( :oldrolleyes:

) but maybe Im not such a good trainer .. Im easily frustrated .. Im impatient .. Im always taking the wand to show the correct way to clean and never seem to want to give it back .. I literally have an eye for this business .. I see shit no one else sees .. Ill ask a tech to spot clean a specific area Im extracting and they are standing there like - where is it .. Ill point out spots during the pre-clean walk through and customers would say, "oh, I dint see that.''

Ive hired experienced cleaners with 10 year under their belt (I know Jim - bad idea) .. paid them $12-14 an hr .. Ive watched them clean .. I see what they miss .. they really didnt care .. the best guy Ive ever had was a dishwasher for 7 years .. I taught him everything I could .. he was awesome - but he really didnt care about building the business .. which is just as important to me as producing the best results .. Im looking for business builders by way of top notch cleaning and begging for referrals .. ok maybe not begging but hammering .. ok at least convincing customers to refer us ..

I use to say, Hey, do you know anyone who wants their carpet cleaned?" or "Can you tell your friends about us." Now I will ask, " Are you familiar with our referral reward process?'' they say yes or no then I say,"Anyone you refer, we will take 10% of their bill and send it to you as a reward for referring us." they will say something like ,"Oh my, blah blah blah and if anyone asks, Ill give them your card .. in my mind Im like annnnnnt (wrong) .. and then Ill say,"The best way this works is if you get on the phone with anyone you know and say,"Hey _____, I just got my carpet cleaned and what an amazing job they did. The technician gave me a few cards to pass out. Would you like one?" Ill tell them we have a few customers that do it this way end up with alot of reward money. ( not working as well as I want)

Can I get hired help to follow this script .. maybe .. how about on every job .. I do .. will they .. ??? .. will a partnered operator .. I think so .. its in their best interest .. I dread spending money on paper ads .. it adds up .. cheerleaders are cheaper .. especially the ones who dont want money .. (I had a lady with a $100 certificate that did not want to redeem it) .. (I had to twist my arm to twist her arm to redeem it) (got a $50 tip)

Im thinking a partnered operator would help the business grow faster .. when I say partner, I mean a partner of 1 of the trucks and a percentage .. starting with a small percentage increasing each year up to 5 years .. maybe starting with 30% .. (Im still unsure how to make the offer) the partners duty would be primarily building the business by way of producing amazing results, soliciting referrals, soliciting by meet and greet as well as any commercial solicitations .. I would handle all other operations

Did I mention Im still in dream mode .. this may or may not work .. Im using this board to think it through .. thanks again for the comments

Yes, I believe a well trained technician with a great personality can be an amazing asset .. maybe by offering the technician a % of the referred would motivate them to request (encourage) referrals .. but for how long .. I dont know if many of yous see it - but we are raising a lazy generation here .. more and more people dont want to do anything .. they want things handed to them .. so it will be a struggle to find quality people who want to work .. Im looking for the ambitious go getter types dreaming of an opportunity to own a business but are held back due to finances .. may be a win win ..

ruff · Nov 21, 2013

The Great Oz said:
Unfortunately for your analogy, the chain restaurant would be more favorably compared to a franchise cleaning company. The high-quality independant multi-trucker could be the best reataurant in town.
.
.
....but if I'm taking my wife out to dinner it's still going to be at a place that has employees. The owner sets the standards, but couldn't possibly be the best chef, and the best waiter, and the best receptionist,

Yipi. They are bringing the big guns now. Hi Bryan.

Unfortunately for your analogy, the great o/o does not make his own chemicals, neither does he (usually) fix his own truck, produce the gas, do his own taxes and knit his outfit. When necessary and advantageous he/she chooses to use other services. I also don't claim that the great o/o is necessarily the best business person.

It is the special involvement and investment in his business, the urge and personal drive for constant improvement, combined with his appreciation & gratefulness to his clients that makes him shine. It's the package deal.

You can write as many manuals as you wish. You can do all the training that strikes your fancy. You can mandate twelve moments of truth daily. You may even reward and promote excellence. Do strict 'caring' drills all day long. You still can't capture it in a bottle, Bryan. Sorry.

I suspect you either don't or more likely won't (due to your position in your company) get it. But rest assured, it's there.

Now, I do think that companies like yours and Richard and Joe Applebe etc. are outstanding companies that strive and succeed, as much as is possible, to be the best they can. And please do not get confused as I agree with you (partially): "The high-quality independant multi-trucker could be" better than the franchise multi-trucker, possibly even better than the middle of the road o/o.

Better than the great o/o?

Don't kid yourself.

I am afraid that from now on, unfortunately, it's unlimited slightly stale garlic sticks for you my friend :winky:

.

P.S. Richard. I resent what you said about my ego. It is not about my ego and do not make it to be such. That's cheap. Please search my entire history of posts on Mikey's board and show me a single time when I said anything about how "great" I am.

P.P.S Bryan, just like you, I would have been very proud of your technician for that rave review. Please congratulate the young man, for having an owner operator moment :winky:

.

Desk Jockey · Nov 21, 2013

sooorrrrey!

ruff · Nov 21, 2013

O.K.
But don't let it happen again.

"They say I shot a man named Gray and took his wife to Italy
She inherited a million bucks and when she died it came to me
I can’t help it if I’m lucky."

Owner Operator vs Hired Technician

ruff

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