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How to turn mold into money.
An interview with Avigayel Klein, Owner of Miami Mold Specialists
Bryan Shankman
May 30, 2024
Welcome to this week’s edition of The Workbench, a resource-rich weekly newsletter and podcast for home service business owners.
The Workbench is managed by Bryan Shankman (@bryanshankman). After spending ten years in tech sales, Bryan is now a full-time entrepreneur focused on building The Workbench and SaaS company, ToolDesk, an SMS and email marketing automation tool for Jobber.
For this week’s newsletter, I had a great conversation with Abby Klein, the Owner of Miami Mold Specialists, a premiere mold inspection and remediation company in South Florida.
In my conversation with Abby, we discussed her focus on air quality, diversified marketing strategies, hiring for core values, operational transparency, and reviewed her highlighted her 3 C’s—communication, collaboration, and coordination—emphasizing the importance of continuous learning and client-focused growth.
The 10 Key Takeaways
Below are the 10 most essential insights from my conversation with Abby that you can apply to your home services business today.
1. Why Abby Started Miami Mold Specialists
Abby explained her motivations for starting Miami Mold Specialists. Her passion for addressing air quality issues and providing healthier living environments set the foundation for her business, highlighting the importance of listening to market needs when starting any business.
After 9/11, there was a lot of talk about air pollution and how it was affecting people's health. I wanted to focus on something often overlooked—air quality in personal environments. People focus on health through diet and exercise, but clean air is just as crucial. That's why I started Miami Mold Specialists.
2. Starting Small and Growing
Abby started Miami Mold Specialists from a humble beginning, proving that you don't need a fancy office to get started. Her approach highlights the importance of starting small, staying focused, and gradually scaling the business, which is a valuable lesson for new entrepreneurs in the home service industry.
I began in my apartment with one phone line and did a lot of research. Speaking with labs, learning from professionals in the industry, and addressing client pain points were pivotal. As calls came in, I listened and adapted, which helped us grow
3. Abby's 3 C's for Running a Business
Abby shared what she believes are the crucial elements for running a successful home service business. She emphasized the importance of the following components for operational success:
Communication
Collaboration
Coordination
We have weekly meetings every Monday morning to review what we did well, how we can improve, and any new education we've learned. We maintain clear protocols, and our office is 24/7 engaged with the technicians on the field. It’s the communication, collaboration, and connection that's keeping us ahead."
4. Abby's Keys to Customer Satisfaction
Abby's insights into customer satisfaction are deeply rooted in her commitment to providing an exceptional client experience from the first point of contact all the way through to project completion and follow-up. This client-first mentality is essential for home service business owners aiming to build long-term relationships
Client satisfaction for us means everything from the first contact through to completion and follow-up. I don't want to talk to machines, and neither do our clients. From the initial call, we provide clear guidance, timely service, and consistent follow-ups. By being transparent and reliable, we build trust with our clients.
5. Diversified Marketing Strategies
Abby emphasizes the importance of diversified marketing strategies in the early days of Miami Mold Specialists. This multifaceted approach allowed her to create a robust customer acquisition pipeline, which is crucial for home service business owners looking to maximize their reach and efficiency.
Back then, we used traditional methods like community newspapers and diverse digital strategies like SEO and PPC. As social media grew, it became a big part of our approach. Diversification helped us not put all our eggs in one basket and continually attract new clients
6. Building a Team with Core Values
Building a strong team is essential for any business's success. Abby’s approach to hiring focuses on ensuring that employees share the same core values and principles. This strategy is impactful for home service businesses where employee integrity and customer trust are paramount.
When hiring, I focused on creating a family environment. It's not just about skills but about having the same core values of honesty, integrity, and respect for clients. We want people who treat clients' homes the way they would treat their own. This has helped us build a culture where both clients and employees feel valued and heard.
7. Leveraging Technology for Operational Efficiency
Abby has effectively leveraged technology to streamline operations at Miami Mold Specialists. For home service business owners, adopting the right technology can enhance operational efficiency and improve customer experience. Abby uses Jobber for the majority of her business needs.
A great CRM is key, as well as field service management software to document everything and keep clients informed. For reviews, we simply ask clients directly, which has been incredibly effective. Our approach combines the latest technology with personalized service to enhance operational efficiency
8. Organic Solutions and Health Impact
Abby’s dedication to providing organic solutions underscores the importance of offering safe, health-focused services. This resonates with customers and sets Miami Mold Specialists apart from competitors who may rely on harsh chemicals.
People focus heavily on diet and exercise for health, but clean air is just as important. We offer organic solutions to ensure a healthy environment, avoiding harsh chemicals that can create other issues. It's all about ensuring our clients can breathe and live bette
9. Setting Clear Client Expectations
Managing client expectations is crucial in service-oriented businesses. Abby’s approach involves clear communication to avoid misunderstandings and ensure clients understand that solving mold issues is a process that takes time.
Clients sometimes expect instant results, but remediation takes time. It's important to set clear expectations and explain the process thoroughly. This way, we maintain client satisfaction and trust by being transparent and honest.
10. Importance of Transparency in Operations
Transparency in operations is vital for client trust and retention. Abby discussed how documenting the entire process and maintaining clear communication with clients can significantly enhance their experience.
Transparency is key. We document everything during the remediation process, using photos and videos to keep clients informed. This builds trust and helps clients understand what’s happening in their home, making the process clear and reassuring.
Wow! You made it to the end; thanks for sticking with us.
The full interview with Abby is available on YouTube below, Spotify here, and Apple Podcasts here.