Interview with Chris Mondragon, Owner of Queen Bee Cleaning Services

Background and Growth

• Queen Bee Cleaning Services started in 2015 with $5,000.
• Reached seven-figure annual revenue.
• Chris was previously in car sales with a stable job before transitioning.

Team and Employee Challenges

• Presently has 22 employees.
• High turnover rate among employees due to the physically demanding nature of the job.
• Efforts to attract quality employees by raising rates.

Key Components for Scaling

• Need quality cleaners and a scheduling software.
• Initial chaos in 2015 using Google Calendar and Sheets for scheduling and invoicing.
• Transition to specialized software streamlined operations.

Factors Contributing to Growth

• Exceptional customer service—answering phone calls is crucial due to high intention of buyers.
• Investing 10% of revenue into marketing (Google Ads, Yelp Ads).

Workflow at Queen Bee

1. Receive a call and provide a quote.
2. Collect customer credit card info upfront.
3. Use scheduling software based on zip codes to assign jobs to cleaners.
4. Cleaners receive job notifications on phones, complete the job, and use an app to ensure all tasks are checked off.
5. Process payment after job completion and send a review request.
6. Follow up the next day to offer recurring services.

Tips for Struggling Cleaning Businesses

• Identify the bottleneck and address it (e.g., Chris shifted from in-person estimates to phone-based to speed up the process).
• Offer multiple ways for customers to get quotes (online forms, phone estimates).
• Document processes and systems for consistency and efficiency.

Software and Tools

• Uses Slack for internal communication, RingCentral for phone system, and Jobber for job scheduling and invoicing.

Advertising and ROI

• Monthly advertising budget is roughly $10,000.
  • $5,000 for Google Local Services (best ROI).
  • $2,000 for Yelp Ads.
  • $1,000 for Facebook Ads.
  • Other methods include Craigslist Ads.

Services Offered

• Airbnb cleaning, standard house cleaning, deep cleaning, move-out cleaning, and carpet cleaning.
• Customers often request additional services like carpet cleaning.

Ensuring Quality and Training

• New employees train with experienced staff and follow a checklist app to ensure thoroughness.
• Quality service guarantee—return to reclean at no charge if the customer is not satisfied.

Strategies for Rapid Growth

• Importance of online marketing and reputation management.
• Continuous investment in marketing was crucial for quick scaling.
• Plan to invest further into more robust systems as the business scales.

Challenges and Solutions

• Finding and retaining quality employees remains a challenge.
• Developed strategies for lead generation and customer acquisition, including cold calling realtors and property managers.

Profit Margins

• Currently at a 15% net profit margin, aiming for 20%.
• Increased costs are attributed to labor and industrial insurance adjustments.

Handling Employee Relations and Company Culture

• Uses various platforms like Indeed, Craigslist, and Facebook groups to find employees.
• Creates a strong company culture by celebrating employee birthdays and holding family gatherings.

Customer Expectations

• Customers often value quality over price; deliver by giving them their time back.
• Ensure high-quality service to meet and exceed customer expectations.

Future Goals and Exit Strategy

• Plans to further grow the business and eventually sell it within 4-5 years.

Tips and Advice

• Always document processes and systems to facilitate smoother operations and make the business more attractive for potential buyers.
• Constantly track key performance indicators (KPIs) like new bookings, cancellations, and reviews to set and achieve growth targets.

Advice for Aspiring Cleaning Business Owners

• Combine online marketing with excellent customer service for rapid growth.
• Develop and stick to efficient standard operating procedures (SOPs) from the start.
• Continuously innovate and adapt to overcome challenges and seize new opportunities.