In the final chapter of their book, From Rags to....More Rags, authors David Murphy and Gary Collins reflect on the lessons they have learned during the 30-year history of their company---Supreme Maintenance Organization (SMO). They provide insights on how they have used that learning process to promote the remarkable growth of SMO. A few highlights from their book:
Weathering the Inevitable Storms
In the words of David and Gary, "we've weathered more storms than a sailor alone at sea". Those storms brought many valuable lessons. Each learned lesson added a bit of strength, determination, and wisdom. The cumulative effect of those lessons has helped build many of the core traits of SMO.
David and Gary do not consider themselves to be experts in the field of writing "how to succeed in business" narratives, however; they do feel they have gained some insights that could benefit others....
"You Don't Have to be a Straight-A Student"
Gary and David emphasis the importance of education, but they also stress the fact that there is more to building a successful business than being an honor-role student. One must be driven in the quest for excellence and posses a powerful desire to succeed. A passion for continued growth is also crucial. For David and Gary, their most significant "classroom" turned out to be SMO itself.
Customer Service - A Top Priority
In David and Gary's words, "treat every customer as if they are the biggest because someday they may be". The extreme competitiveness within the cleaning service industry means that the difference between success and failure can often be razor thin. SMO has made excellent customer service a 30-year priority. They have learned that a "can-do" attitude will not only instill confidence in their clients but that it also creates positive internal momentum.
SMO stresses not only new client acquisition but also client retention. They have fully grasped the fact that a fully satisfied customer is much less likely to jump ship for a shiny new bauble.
To read more of their lessons-learned insights please click on the following link.
