ServiceMaster Clean Contract Services Dudley owner Tom Jackson reflects on five years in business delivering premium contract cleaning services.
It’s fair to say that Tom Jackson’s entry into ownership of ServiceMaster Clean Contract Services Dudley was unconventional.
Already the owner of the UK’s largest Merry Maids domestic cleaning franchise covering Dudley, Wolverhampton and Stafford, Tom expanded his cleaning empire by establishing his contract cleaning franchise in March 2020 – a naturally turbulent time.
“I finished my ServiceMaster academy just as COVID was hitting the UK… it was a bit surreal, and even now, looking back, it still does not seem real,” he says.
However, Tom still made great strides during the pandemic, supporting commercial spaces, medical facilities, and more, which still required expert and quality cleaning more than ever.
“Since coming out of COVID, the business grew in 2021 by over 500%,” he says.
And this hasn’t slowed down in later years, as the subsequent years’ growth has averaged over 50% annually.
To celebrate the fifth anniversary of his ServiceMaster Clean business, we sat down with Tom to discuss how his business has evolved and how he’s planning for the future.
Changes and evolution
In the last five years, Tom’s business has seen many changes, from growth and dealing with COVID-19, to the addition of numerous sites and customers across Dudley.
This has facilitated the need for increased management and a supervisory team across his franchise operations, meaning Tom’s focus has shifted from daily operations to managing at a higher level and driving the business forward.
Outside of his business, Tom and his wife are also puppy raisers, volunteering for Guide Dogs for the Blind and volunteering at local events or training Guide Dog puppies that hopefully go on and make a change in someone’s life.
At times, Tom says that this balancing act has been quite difficult, but his attitude is one of constant openness to growth and learning.
“I have a saying that if you learn something new every workday, that’s five new things this week,” he says.
“The biggest challenge at ServiceMaster is employing part-time staff in multiple locations. Covering absence is sometimes difficult, but with the introduction of two area supervisors and by utilising our Merry Maids staff on occasion to cover jobs, we have managed to maintain our customer service levels. TUPE transfers can sometimes be a challenge in balancing the needs of our clients and making sure that the existing team that is transferring over adhere to ServiceMaster cleaning standards.”
Hence, having the right team has been imperative, and something he sees as his greatest success.
“The Stafford Manager, Ashley, is a success story,” he says.
“I feel his confidence and business knowledge have grown in the two years he has been employed by me.”
Highlights and key wins
Over five years in business, there have been many highlights for Tom and his business, with one of his first big wins still being a memorable moment for the business owner.
“A big highlight was my first £60k a year contract. We have national accounts and local accounts, but the first time we got a larger contract, it was a great feeling of achievement,” he says.
“The second highlight is around people – and I hope Ashley won’t mind me mentioning, but he attended his first-ever business conference with us. He brought his wife to the event and attended the black-tie evening gala event, and the enthusiasm that he came away with after the event [was a huge highlight.]”
Looking to the future: Client Relationships
Looking ahead, Tom is excited to continue his growth, particularly within the Contract Services network of like-minded business leaders.
“I’m very competitive,” he says.
“I love seeing the league tables and figures and comparing how we are doing to other ServiceMaster businesses, that friendly competition between us and our nearest comparable businesses as to who is growing the most.”
To achieve his goals for the business, Tom’s focus for the next year is to bring in more local supervisors and staff to enable him to spend more of his time developing relationships with clients to promote the business locally.
At ServiceMaster Clean, relationships are central to everything we do.
Customers are at the forefront of our operation, and we work hard to build a relationship with you that allows us to go above and beyond when it comes to your cleaning.
By liaising closely with our clients, our staff and business owners like Tom develop a strong working relationship with you and establish your expectations and desires for our services.
We then continue our regular meetings with you to assess your changing situation and ensure we maintain this excellent level of customer service.
We do this primarily through regular audits, Net Promotor Scores and our unique ‘Tell ServiceMaster’ program, which allows customers to submit personal feedback directly to us.
Whatever your need or feedback, positive or negative, we want to hear about it. We make it as easy and convenient as possible for you to let us know how you’re feeling so that we can ensure you get the perfect cleaning service for your operation.
Need a new cleaner?
If you’re in Dudley and the surrounding areas and would benefit from expert and bespoke cleaning services from an established and decorated professional, call Tom and the team today on 0345 824 2424.
Or nationwide, find your nearest ServiceMaster Clean Contract Services business to see how we can help you get the best out of your cleaning.
