Ask Mike Anything: From Gift Certificates to Holiday Marketing and Referrals: Episode 1207

Episode 1207

Ask Mike Anything: From Gift Certificates to Holiday Marketing and Referrals: Episode 1207

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Episode 1207 – Ask Mike Anything: From Gift Certificates to Holiday Marketing and Referrals

Hiring the Right Customer Happiness Manager: Results Matter More Than Hours
Mike and Lindsay dive into a question from Caitlyn about how to structure pay for a customer happiness manager. Mike’s advice is simple: make the role results-oriented. Rather than basing pay on hourly rates or base salary, focus on decreasing churn rates. The real measure of success here is customer retention—keeping clients happy and on board. Paying based on how much churn the manager can reduce encourages them to be proactive about customer satisfaction. For Mike, it’s all about keeping clients long-term, and he recommends looking closely at the churn rate to evaluate performance.

Gift Certificates: A Strategy for Recurring Business, Not Just One-Time Sales
Jessica’s question about offering gift certificates for the holidays sparks a discussion on how to use them effectively. Mike’s approach is to focus on attracting clients who are looking for recurring services, not just one-time cleans. Rather than offering generic gift certificates, he suggests giving them to your best clients to pass along to people they believe would make perfect recurring customers. It’s about giving them a chance to introduce others to the business in a way that feels authentic and low-pressure. This approach positions the gift as a referral tool, helping you land clients who truly fit your business model.

Holiday Marketing: Stand Out from the Crowd

When the holidays roll around, marketing efforts can get lost in the clutter of cards and promotional materials. Mike shares that he prefers sending unexpected greetings, like Arbor Day cards or messages for other holidays, to stand out. He’s not a fan of sending Christmas cards when everyone else is doing the same. Instead, he suggests focusing on how your service can meet your clients’ specific needs during the busy season—whether that’s cleaning up after the kids during winter break or preparing the house for family gatherings. The key is to meet clients where they are, thinking about their current challenges rather than just offering generic holiday cheer.

Handling Couples Applying for Jobs Together

Kirsty’s concern about hiring a couple together is met with Mike’s firm stance on boundaries. While he has no issue with couples working in the same company, he emphasizes that they shouldn’t dictate the terms. It’s important that they understand the company’s needs come first, and if one of them doesn’t fit, it’s not a package deal. Mike is clear: if they want to work for you, they need to fit within your system, not the other way around. It’s about making sure they align with the company’s culture and values—something that Mike believes is non-negotiable.

Asking for Referrals: Be Specific and Genuine

Mike wraps up the episode by discussing the best way to ask for referrals from clients. Rather than asking, “Who do you know that needs cleaning?” he recommends being specific. If you know a client is a busy mom, ask if they know other moms who might need help with their homes. It’s all about narrowing the focus to make it easier for your clients to make a connection. Plus, Mike advises avoiding a “pay for a referral” approach—people value social currency and trust more than freebies. Instead, focus on being genuine, showing appreciation, and letting clients refer others without the feeling of being transactional.

Episode 1207