AI and the Future of Cleaning Companies: Should You Be Worried?

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Transcripts

the grow my cleaning company podcast

helps owners of cleaning companies just

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show all right question how long do you

think we have before human Aid uh

humanoid robots replace our our cleaning

business this is not a joke really good

question I believe it or not I think

about

uh existential threats like that because

I feel like that's my job so oddly

enough if you'd asked me that 10 years

ago I would have thought we'd start at

blue collar and work our way up to White

Collar like this would be the first to

go and then like high-end IP lawyers

would be the last I'm finding that to be

turned on its head I think uh the way

that technology is

going intellectual

jobs or like my job is more at risk than

your job we've always done this anyway

but part of like we got to build

relationships right because that's

really all we can do is have

relationships and really contextualize

your very specific thing so how long I

couldn't tell you brother I I wish I but

I would say we have more than a decade

and I think so

much disruption will happen to the

non-blue collar work first first and

that's going to take a minute to shake

out that we'll have it won't be anything

that we don't see coming right um

exception would be drivers I think those

are out pretty quickly but all

non-driving blue colar work I think AI

is going to take over that pretty quick

but non- blue colar like physically and

I think they've got robots that can do a

lot of stuff now but they're

very you know how it takes before

there's like you know in

1979 there was a cell phone that weighed

as much as your house and for $100 a

minute you could call someone and that

phone was 27 Grand

and then sometime around you know 97

like everyone had one or two that

whenever that happened but it was it was

30 years in the coming and we saw it for

a long time

so that said the other piece of that and

again I wish I could say I'm some expert

on the future but I am not so we'll

record this and look back in 20 years

and look how silly Mike Mike sounded um

that said the flip side of that is also

needs to be taken into consideration

because for us to be when I say s i mean

owners of cleaning companies or the the

cleaning service as a concept to be

replaced I believe you'll need two

things machines that can do the cleaning

job and probably at that point machines

will be making those machines right so

machines will pretty much be able to do

all the white color stuff will have been

handled so all have been out of a job

many moons ago um and now we're kind of

getting down to the like and this is

also very tactile hard to do like

flipping but I think there's other

they'll come for other Blue Collar jobs

like mining just Le less like I need

fingers and a little bit of brains like

I think we'll be at the last um then

it's like well if machines can make

machines and machines can pretty much do

everything energy is the one thing that

we got to get sorted because if there's

not enough energy that that would be the

problem but if energy if we've got

plenty of energy I don't think anyone

will have a job and now I'll have a real

exential they call it that what's the

there's a name for it um The Singularity

where it's like okay now what there's no

nobody has a job but nobody needs a job

because houses are free because machines

can make machines machines can make

houses and to get the materials out of

the ground and transform that's all

machines and all machines can make

machines so now you're get into much

more philosophical like what does the

world look like is it so I guess the

short answer I've allow myself to sleep

with and believe is going to be the case

will be there'll be such a disruption in

other things

are industry will be such a small a it's

going to be at the end of that tale from

my persp persective and the so many

other positive and negative things will

happen it'll almost be a moot point of

like not just what we do like what does

anybody do right like be you know really

energy at that point I think will be the

the commodity because if you have

machines that can do everything and all

that the the machines requires energy

energy is going to be the one you know

and they've got the S Fusion fion thing

so I don't know if that's a satisfying

answer but when you're saying tell me

about the future I can only give you

opinions and and Hope no uh no uh no

experience

firsthand questions comments roarks

before I move

on no just you can just tell that that's

my vacation brain

question it's a great vacation brain

question and uh that's one of the things

I have thoughts and I definitely

research and study but I'm open to

opinions like again most stuff I coach

if not everything is here's what I've

done this is fairly definitively

accurate and we'll get you the way you

want to go

um when it's something outside of my

area of expertise I'll always give my

perspective but I'm always defer to

someone smarter than me so if any of you

guys are like I've done the research I

know it's GNA you know I've got more

feed I'm always open to hear it so uh

great question Marty thanks than I don't

think it was a satisfying answer but I

appreciate the

question yeah no I actually really

appreciate your take um on it I

completely agree with you as far as

large language learning models um taking

blood collar or white collar workers

jobs um

like app schol and maybe even attorneys

um for for 80% of what we deal with

might be out of a job in less than two

years or something but um but definitely

like data entry data management data

analyzing like all of that might go away

awfully quickly um where where it's

fascinating to me is that open AI just

applied their um chat GPT 4 to an actual

humanoid robot and you can literally ask

it questions it it looks around

understands it context and hands you an

apple because you say can I eat

something that's crazy and so the next

thing it's so funny every video I see of

humanoid robots uh it being being

developed right now um especially out of

China they're actually literally aiming

to to mass manufacture them by end of

2024 is they show uh robots in factories

and the very next thing they show is

robots cleaning and I swear it's just

because that's what humans want is they

want a robot to be able to like do their

laundry and do their cleaning um and so

it does worry me but um I'm just trying

to keep my finger on a pulse of

something that's probably a less a

threat than uh you

know our own internal problems I should

probably go out and sell more just go

for today yeah you should definitely go

out and sell more but even long term

then it just becomes now we're managing

capital and non-human resources as

opposed to resources they still yeah

maybe people have their own humanoid you

know elon's working on his you know

Optimus guy but I don't know how much

cleaning he'll be able to do um so yeah

now you become Uber as a taxi company a

little you know it's just a shift that

said I'll give two other quick things

one um I think with AI in general we're

going to be moving more

towards I don't think the AI is going to

be able to do it it still makes glaring

awful mistakes I think it's just going

to be able to leverage it so as opposed

to me as an attorney having to draft it

AI I'll draft it and do a lot of the

work I'll just have to edit it and

proofread it so it really will just

expand my ability to do stuff um not I

think it's G be a long time long time

being a decade or more before AI

replaces a lot of thinking work it'll

just be again same thing if I use it for

copy or a headline it's really to get an

idea but I'm going to I'm going to

contextualize it that's first second I

don't know if this is going to play out

here but being an old guy with the

internet you know we had that whole do B

burst in 2000 and we're like everyone's

going to buy everything online we'll

never go to a store again and that's 20

years ago and I feel like everything's

done online shopping and it's

still less than you know it's still not

overtaken so I think these things happen

a lot a lot more slowly than we think

like it makes a huge jump like chat GPT

I think will definitely be looked back

at like when the internet first was born

I was like oh my God look at all this

things and it's probably going to take

20 years before can actually work out

the Kinks and be like yeah we are

actually look at self-driving cars right

how long have those been around and

they're still like that last that last

smes a tough one so anyway yeah

now go ahead now they're veiling on

them yeah it's

uh yeah all right excellent question fun

discussion but yeah the right answer for

today is go and sell some more crap but

long term it's a really good it's a

really good conversation to to consider

real quick cleaning Nation if you can

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Mouth we don't do paid ads we don't run

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back to the

show okay question one should I always

be doing the working interview no I feel

like I should how do I get my staff to

do the working interview how do I get my

to do all the interviews these like dumb

questions not dumb questions

so anything that requires you for the

business to run means you cannot run it

from anywhere in the world so if you

have to do the working interviews that

means no one all the hiring stops when

you God forbid take a vacation which is

unacceptable so I personally when I'm in

town I like that part building the

culture and getting to spend time with

my people I love even still I'm probably

going to pick one of the three steps

that week to participate in so I'm going

to vary I don't want to always be doing

the working or the one-onone or the

group I'll probably take one a week

while I'm in town and if I'm in town

that just goes that in terms of getting

the staff to do

it I would reframe that or put another

context around it in that when you've

got the right people and youve set the

right perfect example these events that

we do is a bunch of work for Lindsay

I've never had to be like how do I get

her to do that like she's the right

person she loves helping out so she

loves doing it she loves making money

for you guys for her for the company so

she loves doing it she's super real so

she hated it or she was overwhelmed or I

was being unreasonable she would tell me

and um have fun make money oh and it's a

blast we have a ton of fun doing it

so I don't ever have to get her to do

anything like we all agree this is

what's best and she loves doing her part

and that's that

so frankly if even if I'm not a core

values fit not a crap about you in your

company if you're like you make 18 bucks

an hour you can get on your hands and

knees and clean that toilet or you can

help someone else you know you can train

someone or teach someone and share some

of your value um and be valued for your

brains not just your back that would be

my preference or you can sit in a nice

coffee shop with some sugar and coffee

that's been purchased for you and and

pick who you get to pick on the team so

properly set up I think they should be

wanting to do that like oh I'm super

excited to grow in my abilities it

should never be a push pull did they

answer that question before I move on

that next one

yep okay um two what's a good way to

consistently get my clients to give good

go give Google reviews without effort on

my part how could I get them to post

reviews on social for their subdivision

without effort on my part I don't how to

do anything without effort um doesn't

have to be ongoing effort but it can be

effort that you set something Happ

that's what I mean yeah so I'll be

honest with you this is one of the

things I'm weak at so I'm going to give

you a wildly unsatisfying answer and

leave it to the uh in the chat just so

it's not all chaos leave it to the group

to share their experience you guys are

just the best like I really really

appreciate you guys are all amazing when

it comes to reviews like we never ask

for them we don't do anything and you

guys just step up and give the most and

by the way I personally re respond to

every one of those things so when you

see a response that is not Lindsay or

that's not Apple that is me so really

appreciate you guys that said I'm pretty

shitty at getting reviews because we

just do our best to really love on our

clients to make them feel appreciated

loved and cared and we do it's not like

it's some sort of scam to be like let's

make John think we like him like we

really do care about you guys and you

are amazing So and I've every company

I've had has been that way we've just

let it happen which is not helpful to

you guys but I don't want to everything

we coach is crap I've done so I don't

want to be like here's a system on a

book that I read or you know I don't

know um yeah uh player says customer

happiness manager would be the person in

charge of that if you don't have that

yet then you're the customer happiness

manager um so big asterisk everything I

coach is crap I've done both good and

bad so I can tell you from experience if

I woke up in your shoes I'll tell you

what I would do but this isn't something

I've had experience in because we've

just naturally got good reviews I would

instead of trying to get good reviews

figure out a way to surprise and Delight

my customers so they wanted to give good

like with you guys we do our best to

just be with you and care about you and

hopefully you know you can leave having

a good or bad experience but it would be

heartbreaking if you left going they

didn't really give a they just took

my mind

so I would find a way to surprise and

delight and make your clients feel um

extra special there's all sorts of

software and systems and processes to

call but I have found in my

experience asking people that you give

an adequate service to to give reviews

is a lot harder and less fruitful than

just surprising and delighting people

and letting them just give really good

reviews on their own and you can tell

right like that's my favorite thing

about the reviews we get especially and

this is all you guys I'm not taking

credit you guys are amazing it's not

just like and we'll get a couple just

five stars love Mike and a team and

we'll take them that's great but they're

usually like very like I really

appreciate apple and Suzanne did this

and like really just sweet sweet things

so the easiest way if I'm you I'm like

the next question is like how do I

surprise them Delight then

jerk always have in your systems that

you're going to do ABC and d and only

tell them about AB andc right so we have

built in like when you guys join our

program we send a gift we don't we your

shirt size which kind of gives it away

but at Next Level we have that stuff so

we just send it to you um we try to do

our best if someone's going through

something tough to send you guys a gift

and let you know that we love you or

just reach out to you personally or when

someone has a win we celebrate with you

and we don't tell you like as we're

signing you up just so you know two

emergency negatives per year we will

send a gift the budget's usually 86 to

four you know 112 like it's just oh my

God and we it's just natural like any of

us it's usually Suzanne because she gets

the most one-on-one with you guys like

hey Marie's going through a you know

actually just traveled we should get her

welcome home gift or someone's going

through something struggle so I would

have a system in process as opposed to

get good reviews I'd have a system in

process to surprise and Delight my

clients and if that didn't get me

reviews then I'd lay her on top of that

asking for reviews um oh and I think I

would probably do it the way I'm doing

it here where I would make a big deal

when people um like I do my best when

you guys leave reviews to on that call

be like thank you Caitlyn like I know

Caitlyn's left me review thank you so

much you're so sweet and I'll you

because I've read the review and I

personally responded to it just let her

know in front of everybody so as opposed

to you know going hey Adon where's my

review and I'm I can't even find the one

that hasn't given a review so I'm just

completely making it up Adon Give me a

review one energy but when adon's on the

call I'm like Kaitlin you are so sweet

you have no idea how much I appreciate

just not me but the team we all read

them it makes all of our day thank you

that's much more likely to get a dawn

and I don't by the way I do that because

I really am thankful to Caitlyn a side

benefit is a dawn is going to have more

of like well I want to do that I've had

a good experience and like he just wants

to do that so I would prise and Delight

first really make a big deal and I know

you don't have weekly Zoom meetings but

over email over any communication brag

on your clients and just be so thankful

out loud and proud when you get reviews

in front of other clients and if I

didn't if that didn't work I surprising

delighting I was making a big stink and

and really appreciating the people that

gave reviews then I would do some sort

of systematized software email or

customer happiness manager um in that

order so probably not a fulfilling

answer but I I can only coach off what I

actually have done and do

okay okay um

three what's the optimal way to quality

control which that process look like

exactly we teacher man um customer

happiness manager calls them

periodically every team should be

checking at least one job once a week

and giving a review so they you get the

ideally there's some sort of either

virtual or digital or paper checklist

that every team uses and goes through

before they leave their account and they

turn it in either physically or

electronically um and then once a week

every team checks at least one job and

then you get the review or the the

quality control checklist and then the

guy checking it checklist and when they

match pretty good indicator of what

happened when they don't match that's

when I as a customer happiness manager

would probably go out and just check on

that and you can just call the client

you didn't have to go out for

residential for commercial I go check at

myself for residential I might call the

client just be like hey we you we had

your thing checked how did it go what's

going on so a combination of people

checking each other the customer

happiness manager checking the checks

comparing what the the team that did the

clean said compared what the review said

and then calling your

people quarterly you know just to maybe

the weekly clients call every month um

just checking with your people and

making sure you're doing a good job

because believe it or not I'm not as

interested in the actual quality I'm

interested in my customers is being

happy so if I do what I think's the best

clean but Capri is not happy I'd rather

do what I think's an average clean and

Capri L me so I do I weigh a lot on the

customer's feeling about the thing right

so if Capri needs a little extra to feel

loved and Danny's super easy and she

doesn't care and Claire doesn't care

about nothing but this one thing I'm

more into like as opposed to I just want

to make sure everyone's feeling good so

I I do a lot of weight more weight on

client feedback than I do on metrics of

me going this is clean to my standard

because it's not my house that make

sense right

okay well here we are the end of the

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