Business Analytics – Customer Service – Pete Happy, Pro Shine Window Washing

Looking at the numbers, analyzing data, translating these to best serve his customer. Pete is growing his business with constant learning and analyzing. How does he do it all? Great resources and examples below from Pete for growing smart and purposeful.

Pete said this following quote during our interview and I thought it sums up his life and business philosophy perfectly!

“It’s a privilege to create a work environment where people love coming to work.”

Pete Happy

Pete Happy – Owner – Pro Shine Windows

How long have you owned your business?

In 2013, I was working seasonally as the director of transportation for Mt. Hood Meadows. During my first summer when I was laid off, I collected unemployment, but instead of looking for a job, the program I was in allowed me the opportunity to start a business instead.

Part of the program included doing market research on the business viability and put together a business plan. I could see that there was opportunity for this kind of work, and we launched Pro-Shine in July of 2013.

How many employees do you have? How do you do training?

During peak season, we had 7 people on staff full time last year.

Note: Pete has seasonal employees and almost all of them return year after year. This is a testament to his leadership and how he values his employees. That’s quite an accomplishment Pete!

I make it very clear from the beginning that they’ll get a lot of feedback and the purpose is to help them be successful. Some people are uncomfortable at first with so much feedback. We coach for recognition of course, it’s not all correctional.

While we don’t meet in person as a team often, we do have a weekly email that goes over weekly performance indicators.

  • Training
    • Checklists
    • Video
    • One on One
  • Performance Based Feedback
    • New hire
      • 30-day review
    • Returning Staff
      • Start of Season Returning Employee Review (based much on the end of season review – below)
    • All staff
      • Mid-Season Review in July
      • End of Season Review

While we don’t meet in person as a team often, we do have a weekly email that goes over weekly performance indicators.

What incentives or activities do you do with employees?

Our mission is to help people love where they live.

That includes our employees as much as it includes our clients. Hood River is an expensive place to live so we offer a competitive compensation package that allows our staff to be able to love living in the Gorge as well. Additionally, we also provide the following:

  • ROTH IRA through Oregon Saves
  • Production Bonus
    • Percentage of truck revenue based on position or level in the company. (We were giving out an end of season bonus but found that to be too abstract incentivize team. This year we are rolling out the production bonus.)
    • Employees must meet safety and performance requirements to earn.
  • Free SUP rentals through a trade with Big Winds at the event site.
  • BBQ’s and informal after work get-togethers.
  • End of Season Party (The last two years we have taken the team to race go karts at Pat’s acres in Canby. We’ve all really enjoyed this!)
  • Spring Trip to the Coast.

What are a few things you feel are the best things you’ve done for your business?

  • Accurate Data Analysis and Gathering (from day 1):
    • This has allowed us to make smart decisions about products, services, growth, and hiring.
    • Sales data is gathered by both product type and customer
  • Technology:
    • We embrace technology that supports a mobile workforce and effective data analysis.
  • Financial Planning:
    • This is a big part of our business model. We really want people to put money away so that hey can enjoy taking time off in the winter, spend time with family, etc.

If hindsight were 20/20, what would you have done differently, earlier?

Get a CPA!

We are currently going through an audit with the Oregon Department of Revenue. It has been educational and through this process, I have learned that we made some mistakes that could have been avoided. It’s nothing too devastating, but I am glad we are being audited for 2015 which was our second year of business and not our 20th year in business.

We now have a CPA and have changed some of our internal processes to better protect us from future audit risk.

Our CPA did say, “You’ve got some of the best records I’ve every seen. There are a few mistakes, but we can make corrections easily.” That was a great relief and compliment!

What are the most recent or the most impactful books/podcasts/etc. for you?

(click the link to purchase book – easy!)

  • Setting the Table: The Transforming Power of Hospitality in Business
    • Hiring is based on 51% emotional intelligence and 49% technical aptitude
    • As a seasonal service business, seasonal turnover is a fact that needs to be anticipated and planned for. Being great with hiring is non-negotiable for the success of our company.
  • E-Myth by Michael E. Gerber
    • Build your business like it is a prototype to scale and grow even if you do not intent to. This forces the business to create systems that are repeatable and consistent

Quotable Quotes:

“Whether you think you can or you think you can’t, you are right.”
Henry Ford

Podcasts

  • How I Built This
    • Entrepreneur on Fire

Do you have a business owner you’d like me to interview? Shoot me an email! info@kaizen.zone

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