February 2015 Newsletter


So far we've enjoyed an amazing season.... Lots of new clients, new projects, new services and new vendors and new relationships, especially with realtors and builders who refer their home buyers to us! How could we ask for more?  

As much as we appreciate this growth, there is a challenge to it and that is the subject of this month's newsletter....

It's that time!

Don't forget that Spring (Mar-Apr) is the time to do the following:

* Have your AC systems serviced - a clean filter helps optimize your system(s) performance during the hot, dusty summer and a clear condensate line prevents flooding.

* Get your pool heater checked - if you used your pool heater this winter, the burners need to be checked to insure they are not clogged, the igniters didn't experience excessive wear and tear and so any soot can be removed. We also check sensors, limit switches and pressure switches. A clogged or dirty burner emits carbon monoxide, which is dangerous! Get your heaters checked!

* Change your smoke/CO detector batteries - due to the lack of humidity, batteries here in the desert last 1-2 years max (all batteries can be affected - auto, golf cart, alarms, thermostats). Proactively changing your smoke/co detector batteries to insure proper operation.

* Trim bushes and other plants, especially if they endured frost damage - we had some cold winter days and many plants had frost damage. Now is the time to trim them up, plan summer plantings and evaluate trees for trimming. All palm trees get done typically in June, but what about your other trees? Let us take a look.

Get your summer projects quoted! Now is the time to decide what special projects you'd like completed over the summer and to have us get those quotes to you. As you know, as a general contractor, we are able to do just about anything you need from tile cleaning, to remodeling. From changing out shelf liner, to organizing closets, to carpet cleaning -- in fact all home maintenance efforts. Enjoy the convenience of projects done while you're gone -- no muss, no fuss, and ready to go when you return! Request services directly from your concierge or via email

Social Media
Remember to Like' our Facebook page:

Facebook/ExecutiveErrands

We post pictures of all sorts of projects -- big and small -- so you can see what we do. We hold a CA General B Contractor's license (#944447) which allows us to facilitate pretty much any type of task or project you might need.

We also post (or our clients post) testimonials from satisfied, grateful and happy clients. There is no better thing in the world than operating in
service to others. And when they verbalize their appreciation -- well, there are no words to describe that feeling.

We hope you'll take the time to
'like' our page and our postings and will make time to write your own testimonial. We are
grateful for your continued support!

"There was something I have been contemplating and a decision on my part was necessary. What that decision was isn't important, but what is important is that I was able to reach it with the guidance, wisdom and inspiration of Leslie Spoor. Many, many thanks to you Leslie for taking time out of your busy day to consult with me!!!" ~ Ann Laurie Fratticcioli

***

"Leslie, Bob the electrician you set up for us just finished hanging our vintage Italian string lights They look fantastic...he paid great attention to detail. I will be having him help with another project...he will submit to you. Thanks again to you and Executive Errands�." ~ Amy Gustafson Anderson


Growing Pains...

Executive Errands� is growing! Amazing! And we are so grateful. And it's not just us. Most of our colleagues are also thriving. All kinds of businesses are booming right now, especially here in the desert, and all of us are experiencing the same thing: Growing Pains.

Growing pains can come in many forms. As companies grow, they can experience a loss of quality if they don't have the appropriate policies, procedures and training in place. Or a company may find their response times slow as sales or requests for services accelerate.

 

But the worst growing pain of all, and the one our colleagues complain about the most, is the inability to find good employees. This is the growing pain Executive Errands� has been experiencing the entire last year.

ALL the business owners we know are saying the exact same thing: Their company growth is inhibited because they can't find good people to hire. You put out a proper ad, you do thorough interviews, you even hire what you think are good people, only to find out they don't fit in your company for one reason or another.

What all this translates to is employee turnover. For most companies, employee turnover is bad, but not horrible, because their clients and customers rarely see it. Yes it is costly for them due to lost training time and/or the fact they were counting on extra sets of hands so perhaps schedules are interrupted but there is rarely a direct cost impact from unhappy clients.

For us, on the other hand, employee turnover poses a constant worry because our business model (and one that sets us apart) is that we assign a person to a set of clients and together relationships are built. Our clients like their concierges and come to rely on them so having to tell them that we are changing concierge assignments is an activity we'd rather not do. Thankfully, the turnover of employees has not adversely affected our client base, but still......it is always cause for concern.

While many people have complimented us over the years on our consistently high quality, many of them do not know we have procedures in place to ensure it. We utilize a three step interview process for applicants and they can only get hired if they successfully pass each level. First we speak to them on the telephone, second, our operations manager does a pre-interview and a background check, and third, together we do a final interview.

Once hired, we spend a considerable amount of time training before putting any new hire solo into a client home. We have written policies and procedures for everything we do, and hands-on training is done in tandem with a senior employee. Tandem training can last anywhere from three to six weeks depending on a given employee's ability to follow procedures. And of course, there are random site audits and procedural audits for the life of their employment.

Our employees also participate in one of our software demos so they have a broader understanding of how our propriety system works. In my experience, the better someone understands the inputs to, and the outputs from, their actions, the better decisions they make.

And finally, because all our services are tailored for each client, we have detailed home-specific profiles that include everything a concierge needs to know to support the expectations of each client and their home.

The good news is, this hiring and training process keeps our quality high and even the clients who have endured the most transitions attest that 'everybody you give us is great'.

Fortunately, we believe the current growth spurt is covered, as now we have what we hope is a set of employees that will be with us for a while. So with any luck, we should be set for the time being.

Robert Lewis Stevenson once said, "Don't judge each day by the harvest you reap but by the seeds you plant". That's our motto too. With the right foundation (seeds) of policies, procedures, interview selection, and ongoing audits coupled with the technology to provide maximum efficiency for our employees, we will meet any growing pains head-on!


New Contact Info...

Technology has usurped many products and services and continues to do so day in and day out. So it goes for our toll free number and our telephone landline. Now that nearly everyone uses cellphones, the need for a toll free number or a landline is fairly unnecessary; therefore effective immediately, please disregard any reference to our old toll free number (888.777.4771) and our old landline number (760.469.2487) -- please ignore these numbers even if you see either listed on any marketing collateral.

Please update your records with the following contact info for Executive Errands�:

  • Office number 760.898.9604
  • Fax number 760.406.9394
  • Leslie Spoor, CCS, President/CEO 760.898.9604
  • Mary Davidson, Operations Manager 503.545.9233
  • Makenna Lidiak, Concierge 714.727.6162
  • Robin Barnes, Concierge 760.894.7441
  • Eileen Ramer, Concierge 951.796.7465

Emails:


Download our Executive Errands� Lifestyle Management Brochure

Click here to download brochure

Executive Errands� is a Lifestyle Management Company...
...offering a wide array of services including personal assistance, general errands, absentee home checks, remodeling and all home maintenance services. For more info: www.executive-errands.com or to request a brochure or free consultation 760.898.9604 or Send an email to: [email protected]





Download Our Brochure

Leslie Spoor, C.C.S.
President, Executive Errands� & Concierge Business Solutions�
760.898.9604
CL #944447

We value our clients' privacy. Therefore we do not, distribute your email address to anyone, ever.

Executive Errands� is a Registered Trademark of Leslie Spoor