IWCA letter

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IWCA letter 10.06.03

As an IWCA member you already know a good deal about professionalism and safety. As a businessman you must know a good deal about profit and customer satisfaction. We constantly hear that property, retail managers and homeowners alike are having their budgets squashed and are looking to save money by either cutting frequency or paying less for their service. How can we increase profits, and enhance our customer satisfaction? While many would say marketing and sales (both are good answers) another solution lies in education.

As professional leaders in your respective markets, you need to continually educate employees, customers, and yourselves in order to survive and prosper in a highly competitive marketplace.

We need to sell our professionalism and dedication to our craft. While there is definitely some competition between association members, our real competition lies with those who provide substandard service without giving safety or professionalism a second thought. The October 1, 2003 NY Post updated a story about a scaffolding accident that happened shortly after 9/11. The build up scaffolding was erected without the required planning from a licensed Engineer.

On October 24, 2001, 5 people died. While this was not a window cleaning accident, the type of equipment used and the decision made by the owner are all too familiar. The owner confessed in court that “I was aware that the scaffolding was dangerous. I did not know the load capacities and I designed the system myself.” In his defense the owner said he was trying to save time and money. The scaffolding weighed 300% more than its capacity before it collapsed. The owner has been convicted of manslaughter and will begin serving a 4-12 year sentence.

If any one of the three; customer, employee, or the owner were properly educated this accident might not have happened. If all three were educated, I dare say, it would not have happened.

As a homeowner, husband, and father of four, I’m careful about the contractors I chose. I look for contractors who can provide proper insurance, references, and who are affiliated with professional associations. We should all strongly encourage our customers to do the same.

I would also strongly suggest you certify your employees through the IWCCI Certification Program to take that extra step and exhibit to your customers and prospects your continued dedication to education and safety. Certification is an important tool to not only help instill the training you need in your employee, but also to help document that you’ve made use of every resource available to help safeguard against any future accidents. Personally, I’d hate to be under oath and have to answer a defense lawyer who asks “Why exactly did you choose not to have your window cleaner certified?”

Be proud of your dedication to safety, professionalism, and education, and let your customer know it, and remind them that choosing and IWCA member is the right choice!