Sweeping Magazine Article
“Build Your Business with Dryer Vent Cleaning Services”
By: Cliff Budnick, MBA, C-DET, President of InOvate Technologies, Inc.
We do laundry every week, each month, all year long. The laundry room – no different than a chimney system – requires maintenance.
While chimney sweeping may be your company’s bread and butter, other services like dryer vent cleaning can position your company for continued growth and stronger profitability while keeping your cash flow positive throughout the year.
Why dryer vent cleaning? This niche service solves problems, offsets seasonality fluctuations, maximizes your customer lifetime value, and creates a strong repeat business model that leverages your existing tools and vendor network. It is that simple… but let’s break it down.
Your Customers Have Problems
Lint makes it past the lint screen and collects in the dryer’s exhaust duct run. Lint creates a rapidly growing problem. It only gets worse over time. Lint accumulation leads to longer cycle times, more abuse to the appliance and clothing, and – if not maintained – could start a dryer fire. With more than 15,000 reported incidents a year, dryer fires are a leading cause of home fires. Why do so many dryer fires occur annually? The primary reason is a failure to clean the dryer vent. You can solve these problems.
You Are the Solution
Remember WHY you got the call. Sure, it may seem easy for you to clean a dryer vent, install a new transition duct, or replace an exterior termination vent. But remember, consumers called you because they are unwilling or unable to perform the service themselves. They may not have the tools, skills, patience, or expertise that you do. You are the expert.
Offset Seasonality
Chimney service is your core offering, but seasonality is a downside for most dedicated sweeps. During the hot summer months, chimneys are not being used and demand is down. While you may be overbooked and cash flow positive during the colder months, it’s important to have a balanced business model that allows your company to be cash flow positive throughout the year. Dryer vent cleaning has proven to be a valuable route to offset seasonality while growing your business year-round.
Tools, Vendors, and Certifications
What does it take to get into dryer vent cleaning? Between us… not much really! Just some tools, know-how, and practice and you are up and running. The same vendors that supply your chimney goods also stock a full line of dryer vent cleaning accessories (both products and tools). Although there is no formal certification required to clean a dryer vent, CSIA offers the Certified Dryer Exhaust Technician (C-DET) course. Becoming C-DET certified is a powerful way to better position your company as the premier expert in your market.
Don’t Be Shy
Products and services make up 100% of your revenue. Take advantage of both and you’ll succeed. Only sell one (a product OR a service) and your competition will win. Don’t be shy to charge a premium for your premium services. Always take the chance to sell a $20 widget “installed” for $125. This is no different than getting a synthetic oil change for your car. Sure, the oil may only cost $30, but the professional oil change service may cost up to $200. People pay for services they are unable to perform or unwilling to do. And you are the expert! Take advantage of this commonly overlooked service mindset.
Set Goals
At InOvate, thousands of dryer vent service businesses helped us develop premium products and service techniques. While the scope of these businesses vary dramatically, most have a common theme – set goals, track KPIs, and incentivize achievements as a formula for success. Create goals that are quantifiable. Implement key performance indicators to verify goals are being met. Pay for performance; in other words, if one of your technicians is championing your dryer vent boom, offer a monetary or non-monetary incentive (perhaps promote that individual). This also helps cultivate growth.What are good dryer vent cleaning goals? First, start to push this offering! Then you can focus on getting your average dryer vent service ticket to be above $250/job. Next goal: develop the business so you have a dedicated truck focused on dryer vent cleaning services. Finally, each dedicated dryer vent cleaning truck should generate $250,000/year or more.
Customer Lifetime Value
What is your customer worth to you? If you earned $500 on a service call from a client, is that client only worth $500? Or perhaps they are worth $5,000 to your company! You must tap into the right approach to maximize this customer’s lifetime value, or “CLV”.To maximize your CLV, do two things: (1) create a value-added model that allows for repeat business, and (2) be totally dedicated to maximizing the customer experience. A customer who has a negative experience is highly likely to share that experience by leaving a bad review. A customer who has a positive experience is unlikely to leave a good review. To “win” a good review, you must earn it and ask for it. Your online reputation, and the long-term CLV, depends on your ability to exceed expectations related to the customer experience.
A Supplier’s Perspective
Copperfield Chimney Supply has been a core sweeps supplier for decades and has seen a real jump in dryer vent cleaning services. “The value of dryer vent cleaning for Sweeps is beneficial for multiple reasons,” said Dawn Harris, VP of Vendor Strategy & Marketing for Copperfield. “It adds to what sweeps can offer a customer in terms of service… Not only will the dryer perform more effectively, but dryer vent cleaning will reduce allergens, extend the life of the appliance, and reduce the fire risk.”Dawn goes on to note, “Since homeowners may not be aware of the need for dryer vent cleaning, it is an easy add-on service for businesses to offer their customers. Offering this service, Chimney Sweep companies can expand their business outside of the hearth categories as the tools are the same and just about every home has a dryer and needs this service.”