Meet Chem-Dry New Franchise Owner Coach Joe Nay
Hands-on, customized training is the “secret sauce” to helping Chem-Dry owners get off to a cleaner, faster start with their new franchise
Sports teams don’t fare well without a coach, because players need someone to guide them as they’re learning and honing new skills. The same is true for new business operators, and that’s why Chem-Dry cleaning franchise owners receive a great deal of time and attention through the Quick Start coaching program.
“Our goal is to have new owners ready to start booking clients as soon as we’re done with them,” says Quick Start Coach Joe Nay. “When they come to us they have their equipment in place, and they have lined up their banking, payment solutions and everything else on our pre-training checklist. Then we get to work.”
Coaching process covers business operations
New Chem-Dry franchise owners spend time with their coach learning the fundamentals of how a Chem-Dry cleaning franchise operates. That covers everything from the basic bookkeeping systems to appointment booking and online marketing. The idea, Nay says, is to have owners who are ready to generate revenue right away, and then to support them during those crucial early weeks and months.
“We cover best practices in every area so that owners know what they should be doing, not just how to operate the systems,” Nay explains. “When we work with someone, we want to make sure they are doing everything right from the outset. That helps them move toward revenue generation more quickly, as well as avoid costly mistakes.”
Customer retention gets strong focus
The softer side of business operations receives attention, as well, Nay adds, pointing out the importance of customer-retention programs that build repeat business alongside strong word-of-mouth advertising.
“A new piece we’ve incorporated into our marketing training is mail campaigns, which begin with a thank-you card that goes to first-time customers,” he says. “That automatically enrolls the person in a database marketing campaign with follow-up pieces every three, six, nine, 12 and 18 months. The idea is to form a connection early on that puts customer on a path that keeps them engaged with the brand and with that Chem-Dry franchise owner.”
Chem-Dry is the world’s largest carpet and upholstery cleaning franchise with nearly 3,500 franchises in 53 countries, serving 10,000 homes and businesses a day. Chem-Dry has been Entrepreneur magazine’s top-rated carpet cleaning franchise for 30 straight years. The Chem-Dry Hot Carbonating Extraction process delivers a faster-drying, deeper and more environmentally friendly clean that appeals to home and business owners. In addition to carpet and area rugs, Chem-Dry provides cleaning and renewal services for tile and stone, granite countertops, leather and upholstery.