Five-Star Cleaning Services provides residential cleaning services using all-natural, eco-friendly products. They employ knowledgeable housekeepers to clean homes without toxic chemicals. Services include cleaning all areas of the home. Five-Star aims to transform cleanliness standards through specialized experience and innovative natural products. Their vision is to be the most reputable residential cleaning organization through strong partnerships and expanding service categories internationally. [END SUMMARY]

1. Five-Star Cleaning Services, a full service residential cleaning
company specializing in all-natural products, is our customers’
one-step solution to a clean, safe, and eco-friendly home. Our
all-natural proprietary blend of cleaning formulas is guaranteed
to effectively clean household surfaces and flooring without
leaving behind the smell and toxic presence of chemicals. When
customers choose Five-Star Cleaning Services, our
knowledgeable team of expert housekeepers will do the “dirty”
work, allowing the customer to enjoy the added benefits of
time, convenience, and worry-free products. Our services
include, but are not limited to: cleaning and detailing
bathrooms, living spaces, kitchens, bedrooms, home offices, and
all types of flooring. Five-Star Cleaning Services has the
specialized experience, dedication, and innovative product to
transform the standard of cleanliness of any residence.
Vision Statement
Five Star Cleaning Services continually works to establish itself
as the most reputable and coveted residential cleaning
organization in the United States and beyond. The organization
labors to establish strong partnership ideologies that are
essentially founded on mutual respect and goodwill for all our
members. We also seek to develop an organization through
expanding our categories of services from local to international
scale within all our target areas. Furthermore, we highly look
forward to a working relationship that is characterized by trust
and goodwill. We also seek to be recognized by our consumers
and stakeholders as the benchmark for creativity and
innovation.
Mission Statement
Our mission is to offer the highest quality residential cleaning
services in the industry by surpassing the expectations of our
customers. This will be done by offering the most valuable sets
of services for cleaning and soft services to the domestic and
leisure sectors. In order to ensure that our customers’ needs are

2. fully met, we strive to provide a level of excellence in areas
such as cleaning through innovation in technologies that
effectively serve consumers’ needs. For customers who prefer to
go green, we specialize in natural products that promote
sustainability by blending of cleaning formulas to make
households sparkling clean.
At Five-Star Cleaning Services, we are confident that our
services and attention to detail surpass that of our direct
competitors. We utilize our patented eco-friendly, non-toxic
cleaning solution which quickly eliminates the presence of all
chemical toxins present in households across the United States.
We employ a staff of “expert housekeepers” that complete an in
depth online training course covering the products and services
we offer to ensure that every Five-Star customer feels secure
knowing that their homes are cleaned with excellence and
integrity during every visit. Additionally, we offer customized
cleaning schedules unique to each customer including monthly
cleaning plans for the frequent customer, as well as one-time
services for our less frequent customers. Because the business
world is fast paced, we know that many working professionals
have limited time to tend to the tedious task of cleaning—this is
where we come in. Our professional staff, timely service, and
use of green products has given us the opportunity to service
each residence with ease, allow time for rest and relaxation for
those who already work so hard. Allow us to take on your stress
by providing an array of superior cleaning services, monthly
customizable cleaning schedules, and all natural products.
from new entrants.
Intensity of Rivalry
The organization operates in an environment that is
characterized by stiff competition. This is due to the many
suppliers that provide similar cleaning services. There industry
size is also large and dynamic. Further, rapid pace of industry
growth poses competitive threats.
Sources of Competitive Advantage of Five-Star Cleaning
Services:

3. · Whether you are looking for a deep cleaning, allergen
reduction, or simply aiming to increase the overall freshness of
your home, our all-natural, proprietary blend of eco-friendly
cleaning formulas will turn your home into the green ‘safe’
haven you and your family deserve.
· Our highly-trained team of experts are not simply
housekeepers, but dedicated hospitality professionals
determined to transform the cleanliness of your home while,
establishing lasting relationships with each and every client.
· With a guaranteed response and turnaround time of 24 hours,
Five-Star Cleaning Services is your quickest and most effective
route to a clean and healthy home.
· We offer an array of affordable customizable monthly
subscription models tailor made to fit your specific needs and
achieve your cleanliness goals. Whether you are a single
working professional or family of five, these cleaning programs
provide a superior solution to all of your cleaning needs.
Modes of Entry
The brilliant cleaning systems here at Five-Star Cleaning
Services are currently only available in the Unites States,
though we plan to branch out quickly into other countries. The
first country we intend to branch into is Canada because of its
physical proximity to the United States. Our best mode of entry
initially will be licensing or franchising deals. We feel this
would be the best way to get our foot in the door in order to
help establish our brand internationally. We do not anticipate
any language barriers as English is the most common language
in both the United States and Canada. For expansion beyond the
US and Canada, our ideal elite housekeepers will be bilingual,
so as to communicate clearly with those whose native language
is not English.
External Environmental Analysis
At Five-Star Cleaning Services, we believe the key to success
within our organization is maintaining a positive outlook to the
future. In order to maintain this positive outlook, there needs to
be a willingness to adapt to change—there is no challenge too

4. big for organizations with an openness to redefining the way
they conduct business. Through this outlook, we have been able
to more accurately forecast and identify potential potential
trends within our market in the coming years.
Scanning: Identifying early signals of environmental changes
and trends
One of the main trends Five-Star has observed in the
United States is that people are becoming more aware and
concerned about their effect on the natural environment of the
earth. Additionally, people are becoming more health conscious,
which has allowed us to forecast high returns on each service
we provide. The products used solely by our services fit into
these trends as they are all-natural and free of harmful
chemicals. This keeps the homeowner, the housekeeper, and the
environment protected while providing an unparalleled cleaning
experience. There are very few cleaning service companies
offering environmentally friendly cleaning solutions, and many
see eco-friendly cleaning as a luxury rather than a standard.
While our main competitor uses a “green” solution, they do not
offer services in most of the plains, western states, and
internationally (Green Cleaning, n.d.).
Monitoring: Detecting meaning through on-going
observations of environmental changes and trends.
In an effort to maintain a competitive advantage according
to both trends and changes in areas such as technology and the
economy, Five-Star has a select group monitoring trends and
environmental changes. This group will also link with a creative
team to continue to produce innovative and earth-friendly
products, as well as improve in areas of service and cleaning
techniques.
Forecasting: Developing projections of anticipated
outcomes based on monitored changes and trends.
Five-Star’s monitoring group will analyze their findings
and create projections. These projections will include the
foreseeable potentials, problems, and possible solutions to both.
Currently, an economic analysis is underway to ensure that our

5. customer base has the potential to increase given our current
prices.
Assessing: Determining the timing and importance of
environmental changes and trends for firms’ strategies and their
management.
One of the elements of Five-Star’s monitoring and creative
teams is timing. A new product or type of service they have
decided upon based on forecasted trends must be released only
at an appropriate time. Too early, and it will not catch on or
help to further the company in a significant way. Too late, and
our competitors might have it rolled out first. Timing is key.
This is why we at Five-Star aim to not only stay abreast of the
current environment and trends, but to stay two steps ahead,
ready to shape the environment in which we operate.
Target Market
The target customer of Five-Star Cleaning Services is between
35-55 years of age, owns or rents high-end property, and
prioritizes high standards for the look, feel, and cleanliness of
their home. Ideally, this customer has a household income of
$70,000+ and is looking for between 2-5 house cleanings per
month. Our market also knows that while our service comes at a
price, investing in a cleaner, safer living environment is worth
the additional expense. For the customer who pays in full
upfront for our services, we offer discounted rates, but also
have weekly payment plans in place for those who prefer to pay
as they go. The ideal customer, understands that transforming
the cleanliness of their home is an investment in their quality of
life and a step towards protecting their future. Our clients are
looking for a one-step solution to expediting their cleaning
goals, and know that our hospitable staff and all natural, eco-
friendly cleaning agents are the methods to achieve them. Our
target market’s end goal is to maintain a safe, clean living
environment they can call home—and rest assured is kind to
both their families and our world.
Market Size

6. The upper-class family is defined as people or couples who earn
over $126,000 a year. Around 21.1% of American families are
in this category (The Tipping Point. 2015). That comes out to
be around 51.2 million families in America. According to
research by the US national center for health science at least 1
in 3 people have allergies, asthma, sinusitis, and bronchitis
caused by synthetic chemicals in household cleaners (Non-
Toxic Home, n.d.). That means that of the 51.2 million families
17.06 million families across America need our services and
likely don’t use a cleaning service because of the fear of using
chemical based or toxic cleaners.
SWOT Analysis
We have our own patented blend of cleaning products. We have
highly trained and insured housekeepers. We have strategies in
place to keep abreast of any changes in the external
environment that would affect our business, and a creative team
to create and implement new techniques and strategies.
We have a very narrow target market. We have high overhead
costs because we create and package our cleaning products
ourselves, as well as pay for the labor of both the factory
workers and the housekeepers. Our prices are high as a result.
Our biggest competitor does not have much of a presence in the
western half of the United States (Green Cleaning, n.d.). We
have the option to eventually sell our cleaning products in
stores to open up our market potential. We also have the option
to expand internationally.
There are other cleaning companies already established who
also offer eco-friendly products, and some at a lower cost to
include the middle-class market. If the economy falters, we may
lose a portion of our current customers and/or potential
customers. Being a luxury service, our company will not survive
if the economy completely crashes.
4 P’s of Marketing
Product/ Services
The main service that is offered by Five-Star Cleaning Services

7. Company is home-cleaning services. In this respect, the
organization provides abroad range of packages under the
domestic category. Examples include cleaning homes and
washing services such as laundry. The organization’s goal is to
provide excellent services that meet consumer needs.
Price
Five-Star Company’s pricing strategy is dependent upon the
magnitude of services that are offered. For instance, houses that
have a standard surface area of 400 square meters are priced at
$200. Pricing also depends on the number of items that are
cleaned and the nature of complexity of the services to be
provided. This also depends on the number of hours.
Distribution
Distribution strategies affect the geographical influence of a
firm (Jacobson, 2013).The services that Five-Star offers will be
limited to the national levels. This means that markets that are
beyond the country’s national frontiers are still not covered.
However, the organization plans to expand its reach so that it
can target international markets.
Promotion
In order to ensure that the organization’s services attract
as many clients as possible, various promotional strategies will
be employed. For instance, advertisements will be used at
different channels such as social media, television, and print
media platforms such as newspapers and magazines. Discounts
and special offers will also be provided to lock in loyal
customers.
4 I’s of Service
Intangibility
At Five-Star Cleaning services, we understand that not every
gift is tangible. In order to leave customers satisfied, we
guarantee every cleaning to be effective, efficient, and detailed.
While we do not leave a physical gift to our guests, we do leave
each customer with a chemical free, spotless home.
Inconsistency

8. Because consistency can be difficult to achieve for most
cleaning companies, all Five-Star Cleaning Services personnel
are required to attend a mandatory, in depth New Hire
Orientation. This orientation equips each member of our staff
with the tools necessary to provide an exceptional, consistent
service to every customer. For instance, all housekeepers are
required to complete safety, sanitation, and efficiency seminars.
Inseparability
At Five-Star Cleaning Services, we understand that service
inseparability means that services are produced and consumed at
the same time and can’t be isolated from their providers. As a
result, we utilize copywriting as a way to separate our service
from the server. We do so by describing the benefit each
customer will receive as a result of our services. Through this
benefit, our hope is to achieve higher customer acquisitions—
especially from those who might otherwise never consider
utilizing a cleaning service provider.
Inventory
Our inventory consists of cleaning supplies, expendables,
and our all natural, proprietary cleaning solution. We treat our
inventory stock on an as-needed basis. By monitoring our sales
and forecasting future sales, we have been able to maintain a
slim, but functional inventory. As our business grows, our
inventory will follow.
Organizational Plan
Management Structure
The management team at Five-Star Cleaning Company is
made up of a CEO and a six member board of directors. Each
member of the management team has a background in the areas
of business, research, environmental science, and/or
management, ensuring that every decision is made with the
adequate knowledge to be of greatest advantage to the company.
Aiding this group is a highly skilled research, development, and
marketing team. This group is responsible for watching changes
in trends, creating and monitoring innovations in cleaning
processes and products, website and app development, and

9. promoting the cleaning service. The next groups are human
resources, accounting, and general management. These groups
are responsible for hiring, paying, training, and managing our
staff of elite housekeepers. The human resources department
will ensure that employee morale is high, that employment laws
are being enforced in each area, and that ethical practices are
explained and implemented. The accounting department will
ensure that all financial reports, bookkeeping, and payroll are
being maintained with a standard of excellence and consistency.
The general management department will oversee employee
training and scheduling, as well as resolving customer service
issues. The operations department wraps up our company, with
a strong team of dispatchers and housekeepers. Our structural
style here at Five-Star Cleaning is a functional structure to
implement the differentiation strategy (Hitt, Ireland, &
Hoskisson. 2015.). Below is a chart of that structure.
CEO & Board of Directors
Human Resources, Accounting, & General Management
Research, Development, & Marketing
Dispatchers & Housekeepers
McKinsey 7-S Assessment/Model
Five-Star Cleaning Company’s organizational design can be
examined with the use of the McKinsey 7s model. In this
respect, the company has made progress in its strategy,

10. structure, systems, shared values, style, staff, and skills. The
company has effectively aligned these key areas in a way that
enables it to realize its objectives (Fleisher & Bensoussan,
2015). First, at its strategic level, the organization aims at
dominating the national local market through penetration. In as
much as it has already established itself, it seeks to distribute
itself in both rural and urban concerns of the United States and
in the online platform in order to enjoy dominance. The
business aims at ensuring that its services dominate the industry
and get the first priority from clients who prefer quality and
convenience.
From a structural perspective, Five-Star aims at operating using
a simple organizational structure. Since it mainly operates
locally, the company is going to have a centralized system of
decision making. In addition, its system is going to be formal,
in which there is customer support and order processing. The
company also understands the need to employ and maintain a
team of highly talented and innovative workforce to improve
performance (Fleisher & Bensoussan, 2015). This will form its
skills design. When it comes to staff, the company is going to
have few employees who will be trained and mentored to
improve their productivity. The style of the company will be
inclined towards democratic ideals in which there is open
participation in the decision-making process. Finally, when it
comes to shared values, Five-Star cleaning company will
encourage teamwork, trust, and warm relations among
employees to realize its objectives.
Business-Level Strategies
The main business-level strategy that is employed by Five-Star
Cleaning Company is differentiation. This includes
differentiation in the way that it provides services to clients.
For instance, Five-Star seeks to offer outstanding service by
tackling consumer concerns, issues, and enquiries. Moreover,
the organization charges only for the time that is taken to clean
and not other extra time that may be allocated to offer
additional services. Finally, Five-Star Cleaning Company

11. participates in matters of social responsibility by offering
donations that are equal to 5 percent of the annual cleaning fee
to charity organizations.
Operational Plan
Supply Chain
At Five-Star Cleaning Services, we utilize the integrated make-
to-stock supply chain model. The integrated make-to-stock
supply chain model focuses on tracking customer demand in
real time, so that the production process can restock the finished
goods inventory efficiently (Hugos. 2011.). We have maintained
this supply chain model through the use of our fully integrated
information system, which generates instant information that we
use to develop and modify our production plans and schedules,
and ultimately meet our business needs. Additionally, we place
an emphasis on Supply Chain Management (SCM), management
of all interconnected businesses that are part of providing
services and product to the end user, which has allowed us to
maintain a minimal but functional inventory, keeping our cash
available on an as-needed basis (Hugos. 2011.). We bring value
in this supply chain by planning ahead in the manufacturing
process, meeting contractual obligations with our manufacturer,
and delivering quality product and service on time and within
budget to our customers. This has proven to increase our
profitability margins both for our company and our
manufacturer, giving us the ability to guarantee a timely,
efficient, and unparalleled cleaning experience for our clients.
At Five-Star Cleaning Services, we work exclusively with
Formula Corp, a US-based manufacturer who offers custom
formulas and creation for private label all natural cleaning
products. Formula Corp is located in Auburn Washington and
was established in 1983. We have chosen Formula Corp for
several reasons: (1) they have a proven track record of success
and timeliness of orders, (2) they are known for their custom
blended chemicals used in personal care, sanitary maintenance,
and industrial cleaning markets, and (3) all production is done
in the United States (All Natural Cleaning Products. n.d.).

12. Because Formula Corp is a full-service manufacturer that
formulates environmentally friendly products that meet the
needs of our company’s specific market segment product
requirements, we have been able to eliminate the middle man by
selling our services directly to the consumer on our website.
Additionally, we have developed a contingency plan in order to
prepare for unexpected events such as the loss of data, people,
customers, and suppliers, and other disruptive unknowns.
Because we are aware that unexpected events can take place, we
have identified a list of potential backup distributors also
located within the US who specialize in the manufacturing and
distribution of all-natural cleaning products. In addition, we
maintain backup service and inventory records outside of our
integrated information system in the event that our system
crashes and important information becomes unavailable. This
allows us to reduce and eliminate any delays in the service
process.
Operational Effectiveness
Operational effectiveness within our business is something we
have worked hard to develop for our employees and customers.
We have made an app for our customers where they can easily
view our calendar and schedule their own services at their
convenience this have made it so someone is constantly on the
phone to just schedule and can be free to do other business
related activities. This reduces cancellations and inconvenience
to the customers. We also have an application for our
employees to track their schedules for them and product usage
and of course notes and employee comments to management and
vice versa. Finally, we track our inventory electronically.
Employees scan the bottle they use during each cleaning and
select empty when they have run out. This information goes
directly to our inventory system that automatically orders
product once a certain amount is used. This saves time and
money in manual inventory counts and carrying too much
product at one time.
Our app has given us the ability to monitor our customers

13. concerns and schedules to ensure we are being aware of their
needs and making changes accordingly. Also it has allowed us
to keep minimal inventory thus creating a lot of profit and
almost zero wasted product needed for cleaning, as well as
helping to prevent waste and theft. Financial Plan: Five-Star
Cleaning Services
Possible Sources of Investment Capital
There are various sources of finance that Five-Star Cleaning
services can consider for investment capital. They include:
funds from friends and family members, loans from financial
institutions, and sale of shares. Friends and family members can
be approached by informing them about the business ideas and
plans. When they feel satisfied that the business is viable, they
can provide support in form of funding (Campbell, Edgar &
Stonehouse, 2011). In the same way, financial institutions such
as banks and credit societies can lend a help to the organization,
which will then refund after it makes significant profits within
an agreed period of time.
How Financial Information Can help Craft Business Strategy
Five-Star Company can use financial information to inform its
business strategies in many ways. First, the organization can use
its financial performance to identify its strengths and
weaknesses. For instance, its revenue and profits information
can be used by top decision-makers to determine whether the
company met its financial goals and targets (Campbell, Edgar &
Stonehouse, 2011). Through that, the organization can seek
ways of sealing loopholes that deterred it from moving forward.
Financial information can also help to assess whether the
company is financially capable to expand its operations and
engage in initiatives that boosts its sales.
Key Financial Ratios
Financial ratios help a business to identify their profitability on
a short term and long term basis. It gives stakeholders an
indicator of the health of the company. Kiyosaki (2015), says
that for a business, a stakeholder should look at a minimum of
three financial ratios when deciding on the health of that

14. business. That being said, we at Five-Star Cleaning Services
wish to look at five main ratios so that we get a deeper picture
of what the status of our company is. The following are the five
we have selected:
· Quick Ratio: Liquid Assets / Current Liabilities
· Current Ratio: Current Assets / Current Liabilities
· Debt-to-Equity Ratio: Total Liabilities / Total Equity
· Gross Margin Percentage: Gross Margin (Sales-Cost of Goods
Sold) / Sales
· Net Operating Margin Percentage: Earnings before Taxes and
Interest / Sales
These ratios should give the best look at our profitability,
liquidity, and capital at any given time.
Business Plan Objectives
At Five-Star Cleaning Services, we are confident that setting
attainable goals and objectives will help drive our business. Our
goals help establish where we intend to take our business, while
our objectives outline the specific steps we will take to achieve
them. Thus, we have identified three main objectives within our
business plan. Our first objective is to increase our customer
acquisitions year over year through differentiation and
advertising. The differentiation strategy is an integrated set of
actions taken to produce goods or services (at an acceptable
cost) that customers perceive as being different in ways that are
important to them (Hitt, Ireland, and Hoskission. 2015.). We
will gain awareness through our use of advertising across
several social media platforms including Twitter, Instagram,
and Facebook. Our second objective is to maintain customer
loyalty—this will be achieved through our product uniqueness
and unparalleled customer service. Additionally, we offer
prompt assistance to address any customer concerns, issues, and
enquiries. Our third objective, entering the international market
through low levels of diversification, is our long term objective.
We plan to diversify our activities by creating new products and
expanding into markets that are related to our current business.
For example, we are working to implement a new on-the-go

15. product line which includes a pack of chemical-free cleaning
wipes, hand sanitizer, and discrete carrying case that fits in
most purses and handbags.
Contingency Fund for Five-Star Cleaning Service
In as much as an organization may have accurately
prepared financial plan, emergencies are inevitable. Thus any
organization must prepare a contingency fund during financial
planning. Unavoidable emergencies such as job losses, death,
business losses as well as accident can affect a business and the
most crucial thing is to have an arrangement for the needed
funds without hurting the financial plan. This calls for
contingency fund. To increase its revenues, an organization may
expand its marketing activities and grow its capital
expenditures. Finally, the company can lower its variable costs.
Components of the Contingency Plan
Handling of Liquidity
Given that liquidity is a major feature of contingency fund,
Five-Star Cleaning Service will build a cash reserve by opening
a savings account. According to Daft and Marcic (2006) an
organization must build a cash reserve to cushion itself against
any interruption as prevent any chances of tapping into its long
term investments. With the cash reserve Five Star Cleaning
Service can easily cover its short term expenditures.
Alternative Fund Sources
Alternatively, the company needs to establish mutual fund
schemes such as flexi deposit accounts as well as short term
debt schemes to finance its business activities during
emergencies. Daft and Marcic (2006) asserts that an
organization must strike a balance between its fixed costs,
variable costs as well as sales volume.
Leadership Internal Influence
At Five- Star Cleaning Services, our leaders will have a fairly
large sphere of influence. All of our managers will be
experienced in housekeeping, and as often as possible, hired
from within. While this kind of promotion process can be very
problematic it ensures that the leadership we have for the

16. company is well known and well respected. This also ensures
that all leaders know the roots of the business and the business
model. They were grown and breed from within the business
and worked hard to show the upper management that they were
ready to be a part of the plan. So because of our hire from
within process all of our management has a lot of influence on
the business as a whole. We instill great trust in our
management as we did hand pick all of them and as a reward try
very hard not to get too involved in their management process.
Of course if there are signs of issue we must act but we try hard
to let the managers handle their own business from within their
walls. Every manager has quarterly face to face meetings with
the boards of directors to be informed of new procedures and
rules that have been implemented and to share ideas that they
have and things they have learned from there time as manager.
Managers are free to set their own rules within their walls but
all changes must be sent in writing to the board. There is no
approval process and red tape but the board must know what is
happening at all businesses. We pride ourselves on having a
very competent management system and great relations with
them between the board and the management teams.
Leadership Bias and Hurdles
The traditional employee performance appraisal is a
significant tool through which an organization can reward or
penalize employees’ talents. Through this process,
organizations have the potential of increasing the diversity as
well as the strength of their pool of talents, and enhance
organizational success by promoting best performers (Traub,
2013). With Five Star Cleaning Services expectations for high
performance, it is anticipated that leaders may, in an effort at
projecting their experiences as well as values, develop
unintended performance based biases. And according to Traub
(2013) some of the most performance based biases include rater
bias, structural bias, calibration bias as well as self-rater bias.
The company may face numerous hurdles during strategy

17. formulation and implementation. Some of the anticipated
obstacles include cognitive hurdle, resource hurdles,
motivational hurdle and political hurdle. Gingras (2015) asserts
that leaders face challenges in getting everyone to agree on a
particular issue and the importance of change (cognitive
hurdle). Also many leaders recognize the importance of
employee motivation but they need to use different forms of
employee motivation rather than cash incentives, which may be
expensive. Organizational politics are inevitable and leaders
must be prepared for it. Finally, organizational leaders must
utilize their limited resources in an effective way.
Leadership Styles
Within our organization, we will demonstrate transformational
leadership. This is our preferred method because
transformational leadership has been identified as one of the
most effective leadership styles and we fell it is a great fit for
us. This style entails motivating followers to exceed the
expectations others have of them, to continuously enrich their
capabilities, and to place the interests of the organization above
their own (Hitt, Ireland, and Hoskission. 2015.). Putting the
interests of the organization above our own allows us the ability
to focus on the needs of our customers first. As a result, our
exceptional customer service has aided us in identifying new
clientele and establishing loyalty with our existing clientele.
Servant Leadership, the ability to focus on the needs of others,
especially team members, before you consider your own, has
quickly integrated itself into our leadership style. Because we
focus not only on the needs of our clients, but the needs of our
employees and business as a whole, exhibiting servant
leadership will allow us to continue to establish a future vision
for our business, encourage motivation, and build a stronger
team.
Leadership Strengths and Weaknesses
Our potential strengths include our product uniqueness,

18. exceptional customer service, and customer retention rate.
Because we have a proprietary, all natural eco-friendly cleaning
solution, we have set ourselves apart from our direct
competition. Additionally, all Five-Star Cleaning Services
employees attend a mandatory, in depth, new hire orientation
program with an in depth focus on customer service giving each
employee the tools necessary to provide a Five-Star cleaning
experience. Our customer retention rate will remain high due to
our customer loyalty programs, unparalleled cleaning services,
and tailored cleaning services that meet the needs of every
client. While we have not clearly identified any major
weaknesses in our business model thus far, our prices are
slightly higher than the average cleaning services company
since we pinpoint the luxury market, which can potentially
make sales slightly more difficult. Despite this challenge, we
plan to utilize our strengths to combat this weakness until we
grow large enough to manufacture larger quantities of product
to get the price down.
Leadership Impact and Influence
According to Bill Hogg (2016), there are five main ways for a
leader to influence organizational culture: model behavior,
establish a purpose to believe in, set expectations and help
people build the required skill, reinforce a culture of
accountability, and make it personal for your team. The
leadership of Five-Star Cleaning Services stands by these five
steps, and adds a sixth of our own: consistency. We believe that
if the leadership is consistent in what they do and say, and in
how they work to model the appropriate business behavior, how
they establish and pursue a purpose, how they train others to
meet the high expectations they set, how they stay accountable
and keep others accountable around them, and how they
emotionally and rationally connect with other leaders, their
employees, and the customers, then the results will be a quality
service force with a standard of excellence that our customers
can trust.