Sorry, I am to tired to read your post, although it has fantastic ideas but when I got to the part about returning calls, I had to think about how in my business I am to busy and/OR tired to return calls for days, also. Does it also mean that my business is not succeeding. You be the judge, how many husband/wife carpet cleaning teams have more customers in their area ($1-$3mil homes) than Coit, Stanley Steamer, Chem Dry..etc......... combined.
Point: if they are better than the comp/work harder they'l kick a$$. Give it time and MONEY!