Published April 2008

Then and Now

By Mary Shafer (page 68)

Contractors explore how the industry has changed and how those changes affect the way they operate their businesses.

Every so often, every business owner takes a breather from the daily grind. It’s only natural at such times to pause and reflect on the larger picture to see what’s going on in the industry. You’ve heard it before: The only thing that stays the same is change.

With myriad developments in technology each year, cleaning businesses are undergoing as much change as in any industry. Everything is affected, from back office management and dispatching to the tools and equipment you use in the field. Here, operators share their thoughts on trends affecting their businesses and how they’re responding as planners and managers to stay ahead of the curve.

It’s been nearly 40 years since Rocket Rooter opened, and much has changed in that time. One of the big changes has been the arrival of the original owner’s son, Doug Belcher Jr., as co-owner.

The firm splits its billings roughly in half between commercial cleaning — mostly restaurant grease traps, drain cleaning and camera line inspection — and septic system pumping and repair. The biggest change Belcher has noticed has been an evolution in the billing process.

“It used to be we’d do strictly time and materials billing, but I think our newer, straightforward pricing — a set fee for a certain type of job — just works better. It’s better for the customer, because they know what they’re going to pay up front, before we even get started. No surprises.

“And it’s better for us, because it keeps us on our toes. To be profitable, we have to be consistently efficient. It works as a training incentive so our guys can do the job fast and do it right the first time. That also means keeping up with new tools and equipment, so we make educating ourselves a priority.”

Jason Sears has run Versatile Worx for three years, just over the border from Seattle, Wash. In that time, he has been keeping an ear to the ground for future trends, and he believes he has identified one that will kick-start his business growth.

“Hydroexcavation is where we’re headed,” he says. “We’re doing well with drains, installing perimeter drains and septic fields, but I’ve been going to educational sessions about this process. It’s just so much faster.”

Sears is exploring the best way to add the service. “The equipment isn’t cheap, and I haven’t had any specific inquiries yet, so I can see looking for an investor,” he says. “But this is definitely what the future holds for us. It’s a fantastic, useful technology with lots of applications. I bet no one has even thought of them all yet.”

The enthusiasm of youth notwithstanding, a few years in business can temper your outlook, as Mark Subola of Mark’s Reddi-Rooter knows. He inherited the business from his father. Mark seriously disliked it as he grew up, “But then I realized it was a good way to make a living, that I could own my own business and make my own decisions.”

Subola has found, after 17 years in the business, that he needs to approach management decisions with much more planning. “Five years ago, I was happy with just the business we were doing at the time, and I focused on day-to-day operations. Then, two years ago, I came to Nashville for my first Pumper & Cleaner Expo.

“I became aware that it was time to make a serious business plan and some plans for the future. I’ve learned a lot, and it has given me a basis for some serious potential that I can create for myself and the guys who work for me.”

What started him thinking in that direction? “You can have a bad year, or see someone you love have a serious medical issue, and it really can make you re-evaluate,” he says. “You realize you have to plan, because some day, you’re going to have to retire.

“These are things you just don’t appreciate in your 20s and 30s. When you’re young and strong, you can drag that equipment around all day long and it doesn’t bother you. But pretty soon, you realize you’re missing out on a lot of things because you’re working all the time. You’re too busy making a living to make a life.

“I think lots of people in my position are taking a good, hard look at how they’re making decisions. It’s important never to lose sight of the original goals you had when you were younger. I think a lot of us, as we get older, change a lot as people. We can lose sight of what inspired us in the beginning.”

Part of what causes this loss of vision can be burnout. “We can work too much,” Subola says. “You’ve got to make some time for yourself and the other people you want to keep in your life. It’s hard to find a balance, especially when you’re self-employed.

“There are a lot of loose ends that can fill your mind when you’re not at work, but you have to focus and be present. When you’re with the people who matter to you, you have to check in a lot more with them, and be there. You have to decide what your priorities are and then build and work your business plan accordingly.”