PROCLEAN

Lee Yifang | Jurane Solano | Tho Liang Wei

Company Analysis
3 Vans

Introduction | Analysis | Strategy | Conclusion

Company Analysis
3 Vans 4 Employees

Introduction | Analysis | Strategy | Conclusion

Company Analysis
3 Vans 4 Employees High Contact Service

Introduction | Analysis | Strategy | Conclusion

Company Analysis
3 Vans 4 Employees High Contact Service Greatest Competitor: King Rug

Introduction | Analysis | Strategy | Conclusion

Company Analysis
3 Vans 4 Employees High Contact Service Greatest Competitor: King Rug 5% Market Share
Introduction | Analysis | Strategy | Conclusion

Industry Analysis
Commercial / Residential

Introduction | Analysis | Strategy | Conclusion

Industry Analysis
Commercial / Residential
Independent Companies

Introduction | Analysis | Strategy | Conclusion

Industry Analysis
Commercial / Residential
Independent Companies One Stop Service Providers

Introduction | Analysis | Strategy | Conclusion

Industry Analysis
Commercial / Residential
Independent Companies One Stop Service Providers Highly Saturated
Introduction | Analysis | Strategy | Conclusion

Industry Analysis
Commercial / Residential
Independent Companies One Stop Service Providers Highly Saturated Aggressive Advertising
Introduction | Analysis | Strategy | Conclusion

The Problem

Cash Flow

Idle Capacity Stagnancy Failed to Emulate
Introduction | Analysis | Strategy | Conclusion

Target Market
$250,000 Single-income Families No Budget Constraints Looking for Quality Service
Introduction | Analysis | Strategy | Conclusion

Pre - Purchase
Important
- Cleanliness

Determinant
- Professionalism - Convenience - Pricing

Introduction | Analysis | Strategy | Conclusion

Perceived Risks
Functional Physical Financial Temporal
Introduction | Analysis | Strategy | Conclusion

Service Encounter
Moment of Truth: 1. Taking of Estimates II. Actual Cleaning Service
Introduction | Analysis | Strategy | Conclusion

Post purchase
Decision to Return Satisfaction Delight
Introduction | Analysis | Strategy | Conclusion

Positioning
King Rug Price Pro Clean D-Cleaner Green Clean Quality of Service Right Clean Kleen Clean

Introduction | Analysis | Strategy | Conclusion

7Ps
Introduction | Analysis | Strategy | Conclusion

Place
Customer’s Place

Introduction | Analysis | Strategy | Conclusion

Product
Information Billing Consultation Payment Order Taking

Exceptions

Hospitality

Safe Keeping

Introduction | Analysis | Strategy | Conclusion

Information

Billing

Core
Safe Keeping

Consultation

Payment

Order Taking

Exceptions

Hospitality

Introduction | Analysis | Strategy | Conclusion

Information
Billing Consultation Payment Order Taking

Exceptions

Hospitality

Safe Keeping

Introduction | Analysis | Strategy | Conclusion

PRO 1800-PRO-CLEAN CLEAN
ABOUT US RESIDENTIAL SERVICES CARPET CLEANING UPHOLSTERY CLEANING APPOINTMENT QUOTATION FEEDBACK RUG CLEANING ZIP CODE CONTACT NO. DATE TILE CLEANING DRAPERY CLEANING ODOR TREATMENT NATURAL STONE CARE RVs, TRAILER CLEANING HARDWOOD FLOOR CLEANING

My Account | View Saved Quote
SEARCH
GO

Welcome! Sign in or Register . PRICING CARPET CARE DISCUSSION BOARD TESTIMONIALS FAQ CONTACT US

TIME

Schedule

Ask us About Anything 24/7
We are online now!
Pro Clean :

Information

Introduction | Analysis | Strategy | Conclusion

PRO 1800-PRO-CLEAN CLEAN
ABOUT US RESIDENTIAL SERVICES PRICING
APPOINTMENT QUOTATION FEEDBACK

My Account | View Saved Quote
SEARCH
GO

Welcome, Jurane Solano! CARPET CARE DISCUSSION BOARD TESTIMONIALS FAQ CONTACT US Account Information | Transaction History | E-Statement

ZIP CODE CONTACT NO. DATE

Personal Information TIME Customer ID 1436748 Name Jurane Solano Schedule Address 400 Main Street City Knoxville State Tennessee Zip 37902

Edit

Ask us About Anything 24/7
We are online now!
Pro Clean :

Information

Introduction | Analysis | Strategy | Conclusion

Information

Billing

Consultation
Order Taking

Payment

Exceptions

Hospitality

Safe Keeping

Introduction | Analysis | Strategy | Conclusion

Personal Information TIME Customer ID 1436748 Name Jurane Solano Schedule Address 400 Main Street City Knoxville State Tennessee Zip 37902

Ask us About Anything 24/7
We are online now!
Pro Clean :

......

Send

Consultation
PRO CLEAN 1800-PRO-CLEAN

Introduction | Analysis | Strategy | Conclusion

Information

Billing

Consultation

Payment

Order Taking
Hospitality Safe Keeping

Exceptions

Introduction | Analysis | Strategy | Conclusion

PRO 1800-PRO-CLEAN CLEAN
ABOUT US RESIDENTIAL SERVICES
APPOINTMENT QUOTATION FEEDBACK

My Account | View Saved Quote
SEARCH
GO

Welcome! Sign in or Register . PRICING CARPET CARE DISCUSSION BOARD TESTIMONIALS FAQ CONTACT US

ZIP CODE CONTACT NO. DATE

TIME

Schedule

Ask us About Anything 24/7
We are online now!
Pro Clean :

Order Taking

Introduction | Analysis | Strategy | Conclusion

Information

Billing

Consultation

Payment

Order Taking

Exceptions

Safe Keeping

Hospitality

Introduction | Analysis | Strategy | Conclusion

Information

Billing

Consultation

Payment

Order Taking

Exceptions

Hospitality

Safe Keeping
Introduction | Analysis | Strategy | Conclusion

Information

Billing

Consultation

Payment
Exceptions Safe Keeping

Order Taking

Hospitality

Introduction | Analysis | Strategy | Conclusion

Cash on Delivery Pre-Paid Packages

Payment
Introduction | Analysis | Strategy | Conclusion

Billing
Payment

Information

Consultation

Order Taking

Exceptions

Hospitality

Safe Keeping

Introduction | Analysis | Strategy | Conclusion

Information

Billing

Consultation

Payment

Order Taking

Exceptions
Safe Keeping

Hospitality

Introduction | Analysis | Strategy | Conclusion

Money Back Guarantee Compensations

Exceptions
Introduction | Analysis | Strategy | Conclusion

Emergency Carpet Rescue

Introduction | Analysis | Strategy | Conclusion

Pricing
1. Bundling II. Price Tiers

Introduction | Analysis | Strategy | Conclusion

Pricing
Value-Based Pricing Packaged Rates Packages from 2 Years Through
Introduction | Analysis | Strategy | Conclusion

Pricing
Price Tiers Platinum Gold Silver
Introduction | Analysis | Strategy | Conclusion

Pricing
Silver Gold Platinum

•Complementary •Emergency •Emergency Cleaning
at 5% Off Cleaning at 20% Off Warranty”

Emergency Cleaning Warranty” Cleaning

•6 Months “No Spot •FREE 5th Year •24 Hour Priority
Appointments

•3 Months “No Spot •2 Days Priority
Appointments

1 Month “No Spot Warranty”

Introduction | Analysis | Strategy | Conclusion

COMMUNICATION

MIX

Introduction | Analysis | Strategy | Conclusion

Communications Mix
Personal Communications
Selling

Advertising
Print
- Home & Garden Magazines - Newspapers

Publicity & Public Relations
- Website - Video on Professionalism

Instruction Materials
Website
- Self Service Appointments - Carpet Care Tips

Corporate Design
Signage
- On Van

Media Release

- Via Employees

- Supplementary Services

Customer Service

Internet

Trade Shows/ Exhibits

Vehicles

- Via Interns/Parttime Employees

Telemarketing

- Creative Lawn Idea

Outdoor

Media Initiated Coverage
Celebrity/ Renowned Personnel Testimonials

Equipment
- High Tech

Word of Mouth
- Loyal Users

Direct Mail

Uniforms

Introduction | Analysis | Strategy | Conclusion

Cleaning advice round the clock

FREE

Cleaning services
Special restrictions may apply. Cannot be combined with any other offer.

$15 OFF

Cleaning session with each successful refferal

FREE

Special restrictions may apply. Cannot be combined with any other offer.

Introduction | Analysis | Strategy | Conclusion

Advertising
Money Back Guaranteed Satisfaction

CARPET & UPHOLSTERY RUGS & HARDWOOD FLOOR PROFESSIONAL CLEANING

PRO 1800-PRO-CLEAN CLEAN

“Our Service is professional and friendly, we always take the time to find out what your needs are and provide a solution that is custom designed to you”
For advice and estimates please call 1800-PRO-CLEAN

Cast away your carpet worries with Pro Clean carpet cleaning services.

Do it like the Pros
Get your carpet and rugs in tip-top shape

Advertising
Introduction | Analysis | Strategy | Conclusion

Advertising
Money Back Guaranteed Satisfaction

CARPET & UPHOLSTERY RUGS & HARDWOOD FLOOR PROFESSIONAL CLEANING

PRO CLEAN
1800-PRO-CLEAN

“Pro Clean did a great job on our carpet. I have 2 dogs that caused quite an odor and stain problem, but Pro Clean knew exactly which option would give us the best result. Pro Clean lives up to the hype. Thanks Pro Clean” Julie Warner Knoxville
For advice and estimates please call 1800-PRO-CLEAN

Introduction | Analysis | Strategy | Conclusion

1. Press Releases II. Video III. Public Figures Testimonials

Publicity and PR
Introduction | Analysis | Strategy | Conclusion

TRAINING 1. Standardization II. Professionalism III. Effectiveness

Customer Service Employees
Introduction | Analysis | Strategy | Conclusion

Sales Promotions
Introduction | Analysis | Strategy | Conclusion

1. Detailed Information II. Service Bundles III. Live Chat IV. Self Service

Internet
Introduction | Analysis | Strategy | Conclusion

Introduce a friend and get an additional cleaning session for FREE!

PRO CLEAN

Word Of Mouth
Introduction | Analysis | Strategy | Conclusion

Fail Points
1. Busy Hotline
- Enquiries - Appointments - ‘Just to check’

II. Late Payments III. Hassle
Introduction | Analysis | Strategy | Conclusion

Service Process

REDESIGNED
Self Service

Introduction | Analysis | Strategy | Conclusion

Service Process

REDESIGNED
Non Value Adding Steps

Introduction | Analysis | Strategy | Conclusion

Service Process

REDESIGNED
Bundling Services

Introduction | Analysis | Strategy | Conclusion

Servicescape
Distressing Boring
Introduction | Analysis | Strategy | Conclusion

Exciting Relaxing

Service Blueprint
1. New and Existing Customers w/o Package II. Existing Customers with Package III. Actual Delivery
Introduction | Analysis | Strategy | Conclusion

Service Blueprint

Introduction | Analysis | Strategy | Conclusion

Potential Customer Calls
Service Standards and Scripts

Response time Script for queries and appointment setting

Physical Evidence

Sound & tone of voice

Introduction | Analysis | Strategy | Conclusion

Potential Customer Calls
Physical Evidence

Sound & tone of voice

Contact Person (Visible Actions)

Answer queries Fix appointment Confirm date, time, location

Introduction | Analysis | Strategy | Conclusion

Potential Customer Calls
Contact Person (Invisible Actions)

Check availability Insert appointment

Support Processes

Maintain system

Database: Capacity/Appointment Customer Records
Introduction | Analysis | Strategy | Conclusion

Sales Manager Measures
Service Standards and Scripts

Punctuality & Waiting time Script for greeting Standard procedure for measuring Appearance of Employee

Physical Evidence

Professionalism when measuring
Introduction | Analysis | Strategy | Conclusion

Sales Manager Measures
Physical Evidence

Appearance of Employee

Professionalism when measuring

Greet Customer
Contact Person (Visible Actions)

Take Measurements

Introduction | Analysis | Strategy | Conclusion

Sales Manager Measures
Contact Person (Invisible Actions)

Take accuate measurements Maintain equipment -

Support Processes

Introduction | Analysis | Strategy | Conclusion

Sales Manager Gives Estimates
Service Standards and Scripts

Script for explaining deliverable services Estimate format & Accuracy Estimate Presentation
Physical Evidence

Deliverable Services Explanation
Introduction | Analysis | Strategy | Conclusion

Sales Manager Gives Estimates
Physical Evidence

Estimate Presentation

Deliverable Services Explanation Explain Deliverable Services
Contact Person (Visible Actions)

Give Estimate

Introduction | Analysis | Strategy | Conclusion

Sales Manager Gives Estimates
Contact Person (Invisible Actions)

Make presentable, detailed and user-friendly estimates Estimate Preparation

Support Processes

Maintain Estimation System Database: Orders & Billings Purchases
Introduction | Analysis | Strategy | Conclusion

Sales Manager Departs
Service Standards and Scripts

Time Script for service assurance & Good bye

Physical Evidence

Appearance of Employee

Introduction | Analysis | Strategy | Conclusion

Sales Manager Departs
Physical Evidence

Appearance of Employee

Thank customer Bid customer good bye
Contact Person (Visible Actions)

Introduction | Analysis | Strategy | Conclusion

Sales Manager Departs
Contact Person (Invisible Actions)

Retrieve Vehicle Secure Vehicle
Support Processes

Maintain Vehicle & Parking lot Introduction | Analysis | Strategy | Conclusion

Service Blueprint
1. New and Existing Customers w/o Package II. Existing Customers with Package III. Actual Delivery
Introduction | Analysis | Strategy | Conclusion

Service Blueprint

Introduction | Analysis | Strategy | Conclusion

Service Standards and Scripts

Existing Customer Makes Booking Online
Ease of Use Applicability of Information User-Friendly & Informative website

Physical Evidence

Introduction | Analysis | Strategy | Conclusion

Physical Evidence

Existing Customer Makes Booking Online
User-Friendly & Informative website

Website Experience
Contact Person (Visible Actions)

Introduction | Analysis | Strategy | Conclusion

Contact Person (Invisible Actions)

Existing Customer Makes Booking Online

Create User-Friendly & Informative Website
Support Processes

Maintain & Update website Database: Capacity/Appointment Customer Records Orders & Billings Purchases
Introduction | Analysis | Strategy | Conclusion

Service Blueprint
1. New and Existing Customers w/o Package II. Existing Customers with Package III. Actual Delivery
Introduction | Analysis | Strategy | Conclusion

Service Blueprint

Introduction | Analysis | Strategy | Conclusion

Service Standards and Scripts

Before Arrival
Script for SMS/Call reminder

Physical Evidence

Content & Tone of Reminder

Introduction | Analysis | Strategy | Conclusion

Physical Evidence

Before Arrival
Content & Tone of Reminder Give reminder

Contact Person (Visible Actions)

Convenient Communication Channel

Introduction | Analysis | Strategy | Conclusion

Contact Person (Invisible Actions)

Before Arrival
Check date, time and location before giving reminder Send reminder

Support Processes

Maintain reminder system

Database: Capacity/Appointment Customer Records
Introduction | Analysis | Strategy | Conclusion

Technician Arrives and Cleans
Service Standards and Scripts

Time Script for greeting & briefing

Professionalism when cleaning Punctuality Level of Professionalism Appearance of Employee
Introduction | Analysis | Strategy | Conclusion

Physical Evidence

Technician Arrives and Cleans
Physical Evidence

Punctuality Level of Professionalism Appearance of Employee Greet Customer

Contact Person (Visible Actions)

Deliver Cleaning Service

Introduction | Analysis | Strategy | Conclusion

Technician Arrives and Cleans
Contact Person (Invisible Actions)

Collect Equipment Travel to Site

Confirm Location & Services
Support Processes

Maintain Equipment -

Introduction | Analysis | Strategy | Conclusion

Bill Payment
Service Standards and Scripts

Time Payment Terms

Script for Acceptance and Service Verification Receipt/Invoice
Physical Evidence

Tone & Content of Speech

Introduction | Analysis | Strategy | Conclusion

Bill Payment
Physical Evidence

Receipt/Invoice Tone & Content of Speech

Collect Cash
Contact Person (Visible Actions)

Conduct Service Satisfaction Check

Introduction | Analysis | Strategy | Conclusion

Contact Person (Invisible Actions)

Bill Payment
Print Receipt/ Invoice Receipt/ Invoice Preparation Maintain Billing System Database: Orders & Billings Customer Records Purchases

Support Processes

Introduction | Analysis | Strategy | Conclusion

Sales Manager Departs
Service Standards and Scripts

Time Script for service assurance & Good bye Interior Cleanliness/ Neatness

Physical Evidence

Introduction | Analysis | Strategy | Conclusion

Sales Manager Departs
Physical Evidence

Interior Cleanliness/ Neatness Pack Equipment Thank customer
Contact Person (Visible Actions)

Bid customer good bye

Introduction | Analysis | Strategy | Conclusion

Sales Manager Departs
Contact Person (Invisible Actions)

Retrieve Vehicle Return Vehicle & Equipment to Base Secure Vehicle

Support Processes

Maintain Vehicle & Parking lot Maintain Equipment Introduction | Analysis | Strategy | Conclusion

Capacity to Demand
1. Downtime during low demand

Introduction | Analysis | Strategy | Conclusion

Capacity & Demand
1. Downtime during low demand II. Cross Train Employees

Introduction | Analysis | Strategy | Conclusion

Capacity & Demand
1. Downtime during low demand II. Cross Train Employees III. Part-time Employees
Introduction | Analysis | Strategy | Conclusion

Strategies & Demand
1. Discounts in low periods & vice versa

Introduction | Analysis | Strategy | Conclusion

Strategies & Demand
1. Discounts in low periods & vice versa II. Inventory demand through queue system

Introduction | Analysis | Strategy | Conclusion

Strategies & Demand
1. Discounts in low periods & vice versa II. Inventory demand through queue system III. Manage customer psychology
Introduction | Analysis | Strategy | Conclusion

Physical Environment
Professional Vans Clean Overalls Well Maintained Equipment
Introduction | Analysis | Strategy | Conclusion

Servicescape
“Aesthetic Labour” Professionalism Reliability
Introduction | Analysis | Strategy | Conclusion

People
Customer Oriented Capable Motivated
Introduction | Analysis | Strategy | Conclusion

Recruitment
Do it Once and Do it Right The Preferred Employer Behaviour, Personality Tests, Interviews, Trials
Introduction | Analysis | Strategy | Conclusion

Managing Employees
Handling Stress Pressure Conflict

Introduction | Analysis | Strategy | Conclusion

Active Training
1. Organizational: Culture Purpose Strategy II. Interpersonal, Technical Skills III. Service Skills
Introduction | Analysis | Strategy | Conclusion

Active Training
Improve closing ratio

Re-train

Scott
Introduction | Analysis | Strategy | Conclusion

Empower
1. Job-Skill Match II. Feedback & Recognition
Introduction | Analysis | Strategy | Conclusion

Cycle of Success
Better pay & + benefits Broadened job + designs Training & Empowerment
Introduction | Analysis | Strategy | Conclusion

Cycle of Success
Happier Employees Better Service

Introduction | Analysis | Strategy | Conclusion

Cycle of Success
Long-term positive financial performance Increase efforts on customer loyalty & retention
Introduction | Analysis | Strategy | Conclusion

Building Loyalty
Target Right Customers Value not Volume Effective Tiering System
Introduction | Analysis | Strategy | Conclusion

Building Loyalty
Cleaning Packages Rewards Higher-Level Bonds
Introduction | Analysis | Strategy | Conclusion

Service Recovery
Feedback
Update on Improvements Get back to Customers if Necessary Train & Empower Employees
Introduction | Analysis | Strategy | Conclusion

Service Recovery
Compensation
Money Back Guarantee Monitor for Jaycustomers

Introduction | Analysis | Strategy | Conclusion

PROCLEAN
Introduction | Analysis | Strategy | Conclusion

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