City Wide MN Podcast: Recent Episodes
Tyler Olson
Mitch and Kirsten talk about the importance of using the Contractor Coordinator to help aid in the selection of your next IC.
Mitch and Maghan go through the power of a great client relationship, to avoid term letters.
Mitch and Maghan talk about the importance of running towards conflict and not being afraid of it.
Mitch dives into how to respond to and answer customers questions regarding FMP Charge, and Price Increases
It's survey week! Mitch and Chad are going through how do respond to negative VOC and follow up with clients.
Mitch and Chad go through how to handle clients that are cancelling services due to budget or finding a lower price.
Mitch, Tyler and Kirsten go step by step through the sales / ops handoff process. What to expect from all departments - sales/ops/admin!
In this episode Mitch and Kirsten extensively discuss the power of using the administrative team for support, as well as outside resources to speed up your day!
Mitch and Mark Camp discuss how star accounts can become worn out at times and how to stay sharp instead of going through the motions.
Mitch and Mark Camp discuss the Night Manager Execution side of bigger complaints/requests discussed in the former episode that was more FSM driven!
In this episode Mitch and Chad discuss the process and expectations when you get a new point of contact at a building.
In this episode Mitch and Chad break down how to think critically about any information that a contractor provides to you. Whether it be a quote for services, or feedback about something that happened at a property the previous evening.
Mitch and Maghan hit on head trash part 2 related to difficult clients, Inspections and using new ICs.
Mitch and Maghan chat about the mental roadblocks that slow us down or sometimes stop us before we even start on various tasks instead of just getting things done.
Mitch and Maghan discuss what leads to a lot of IC turnover when a new FSM takes over a territory in the first 90 days or so.
How to inspect beat up ugly old buildings and how to tell the difference between what is damaged, and what can come clean.
Mitch and Maghan discuss the various NJS projects we get approved verbally, via email or when to use a full on proposal.
In this episode Mitch shares how to deal with bigger complaints that may take several days to resolve vs. the normal 24h turnaround.
In this episode we cover the importance of regularly seeing your clients to make sure you have a strong relationship in place and making a plan or adjustments to ensure we have a good opportunity to see them on our regular visits.
In this episode, Tyler discusses what the expected weekly structure is for the sales team. Along with the importance of the process and why it was implemented.
In this episode, Tyler discusses how to effectively respond to objections in the sales process. This is key to avoiding the perception of arguing with your prospective client.
In this episode, Tyler discusses the importance of using the intro statement with the Gatekeeper when cold calling.
In this episode, Tyler discusses the two questions we need to ask in the sales process. Along with the why and how we should ask both questions instead of focusing on JS alone.
In this episode, Tyler discusses some of the more common factors in the bidding process that can cause us to add additional time, or subtract time from the quote. There are a multitude of items that can effect this process, but these are the most common.
In this episode, Tyler discusses the sometimes difficult subject of Budget. They why and how we can get the information we need from our prospective clients in the bidding process.
In this episode, Tyler discusses how to quickly build rapport in the short time we have during a building survey.
In this episode, Tyler discusses the basic needs and processes to follow in the building survey process. Everything from Pain and Budget to upfront contracts in the process.
In this episode we cover what a complaint or request is, how to impress your client, how to look for patterns, get photos, take credit!
Intro: In this episode we discuss IC Relationships and some tactical things we can do to get off to a great start!
In this episode we discuss consumable supply sales, management, and owning the entire process from beginning to end!
In this episode Mitch & Maghan discuss planning your route out for the entire month and working around IC Check Day, PTO, Holidays, ETC to ensure all accounts receive their appropriate visits and on time.
Required: FSMs
In this episode Mitch runs through the top 5 mistakes that FSM’s make in their first 90 days, and how to avoid making those mistakes. Required - FSMs. Suggested - Sales Executives.
In this episode Mitch Brunette, Ryan Sauser, and Maghan Aschoff discuss the importance of taking credit for things you have done with your clients. As well as the strategy to do so in a manner that will build a trusting relationship. Operations is required, Sales is suggested to listen.
In this episode Mitch & Maghan break down the process of terminating a contract with an IC, and setting expectations for their final nights of service. They cover procedural justice, and walk through an example of how a phone call may go.
Required: FSMs, CCMs, Contractor Coordinator
In this episode Tyler Olson, and Mitch Brunette discuss the importance of relationships, and how it effects your ability to influence people on your team, and in your life. Leadership required, Sales and Operations suggested to listen.
Tyler Olson and Mitch Brunette discuss the definitions of leadership as well as key aspects of what makes a good leader at every level in the organization. All City Wide personnel would benefit from this episode, especially if you are in or aspire to be in a leadership role within City Wide. SR FSM, SSE’s and others/direct reports required.
In this episode Tyler Olson, and Maghan Aschoff discuss the importance that the sales-ops hand off plays in the post sell portion of the sales process. As well as the interictal role it plays in the long term health of a client. Sales and Operations are required to listen.
In this episode Mitch & Maghan cover the difference between medical clinic cleaning and Terminal Cleaning. They are very different processes and different clients may have different expectations for their terminal clean but this broadly sets you up with enough information to walk into a terminal cleaning setting and know the funamentals.
Required: FSMs, CCMs, SAs, SEs, SSEs
In this Episode Tyler Olson and Mitch Brunette discuss the process and importance behind being able to prioritize and execute as both a leader, and a non-leader. Required - all personnel.
In this episode Tyler Olson and Adam Bartusek discuss the overall sales process from Planning to Prospecting to Closing Business. Required - Sales. Suggested - all personnel.
In this episode Mitch & Maghan cover the power of client feedback through the ratings system and how to use that to our advantage for client retention and additional NJS Sales.
Required: FSMs
In this episode Mitch & Maghan discuss the power of the star account program when it is properly implemented. They break down why its important, how each step matters, and what the outcomes can be.
Required: FSMs, CCMs
In this episode Mitch runs through the process of handling a client flood, or restoration project. This episode will cover initial steps from the first phone call, to completion of the project and how to communicate with and set client expectations along the way.
Required: FSMs, CCMs
In this episode Mitch & Maghan cover the process of Acid Washing (Viper Tooling) ceramic tile floors and grout. Additionally, a widely applicable concept of “Under-promise and Overdelivering” with our clients.
Required: FSMs
In this episode Mitch & Maghan run through some key tips when planning to walk an IC Through a Building prior to them accepting the Janitorial Account.
Required: FSMs, CCMs, Contractor Coordinator
In this episode Mitch and Maghan walk through the potential of discovering a client is having financial struggles and how we can adjust our billing and scheduling to meet their changing budgets rather than losing their account entirely.
Required: FSMs
In this episode Mitch & Maghan discuss the CRM Weekly Inspections Audit and why we perform that weekly exercise. Additionally, we discuss the 21 day neglected list and how we can prevent accounts from hitting it when they shouldn’t.
Required: FSMs
In this episode Mitch & Maghan review the exhibit a process, fees discussion and process to get a new or existing IC put into a building that becomes available.
Required: FSMs, CCMs, Contractor Coordinator
Tyler Olson and Mitch Brunette discuss the importance of Decentralized Command, what it is, and how to achieve/implement it within a team. All City Wide personnel would benefit from this episode, especially if you are in or aspire to be in a leadership role within City Wide. SR FSM, SSE’s and others/direct reports required.
Tyler Olson and Josh Holdahl discuss an overview of 6 things/6 skills with a quick look at what each item is, and how to apply to your daily life. All Sales team members are required to listen, FSMs are encouraged to listen.
Mitch Brunette is joined by Jeff Gilbert, Tyler Devries, and Steve Reid to discuss the key aspects for a CCM to set up for a successful night in the field. All FSM’s, and CCMs are required to listen, and Sales Team is encouraged to listen.
In this episode Mitch & Maghan break down the moment a client accepts an agreement to buy a service, all the way to the invoicing of the project and each step inbetween.
Required: FSMs
In this episode Mitch & Maghan run through the first week of working with a new IC, cleaning the building the first week and setting the tone for the future of the relationship.
Required: FSMs, CCMs, Contractor Coordinator
In this episode Mitch & Maghan talk all things related to key box management! How to track your keys, how to assign keys, when to give them out and when you get them back all the way down to how to report lost or missing keys to prevent client complaints.
Required: FSMs, CCMs
Mitch Brunette and Tyler Olson discuss the “Why” behind the management strategies for each department, then dive into the New Start portion of the strategies. All FSM’s, CCMs and Sale Team members are required to listen.
Tyler Olson and Mitch Brunette discuss the importance of Discipline, The Compound Effect, and weekly structure to get ahead and stay ahead on your weekly metrics and goals. All Sales team members are required to listen, FSMs are encouraged to listen.