I was thinking this morning about a conversation yesterday I had with a potential client. The service needed was a home trash-out and gross filth clean-up that had a number of cats and dogs. Many of our calls for this type of service starts with the physical situation and 'what' we will need to do. Whether it's a home that got away from someone or a clean-up following a trauma event, we are in listening mode trying to understand the entirety of the situation.
While yesterday's call started like many others this one made me think that many of them, including yesterday's call, quickly move to something much more personal. In this case, it was a mom trying to understand how her adult daughter could create and live in such an environment in such a short time. We sat in her car talking about the service but it quickly moved to the emotional experience of what brought us to this point. In this case, the parents, whom have a nice home in another state, had no idea of the living conditions their daugher had. This was overwhelming to her. I was asked point blank, what compels a person to live like this and have I seen this before. My response was I have and I understand how hard it must be to see this. Given how she felt, I made her comfortable that we can help her get the home back in order and livable. Also, I suggested some things she can do to help her daughter. Having built some relationsips in the therapist community, I wanted her to know there are ways she can help her.
What was interesting was the next conversation. When she found our website, she was quickly comfortable with Bio-One because she felt the sensitivity to people's situations. She was appreciative to how we are portrayed on our website and it must be because of the culture of the company. I spoke with her about "Why' we do what we do and how important people are to us vs 'getting' business. This is embedded in our culture as it is a personal value the company founder, Nick, believes in... People First, Business Second.
