Helping a Specialist Biohazard Cleaning Company Rebuild and Grow | Case Study
From Setback to Stability: How Coaching & Mentoring Helped a Biohazard Cleaning Company Rebuild with Confidence
I coached the founder of a biohazard cleaning startup through a challenging period of rebuilding after losing staff and clients. By strengthening recruitment, improving financial clarity, refining the target audience, and building a stronger online presence, I helped the business rebuild its team, secure new office space, and create a more confident and sustainable path to growth within 4–5 months.
CLIENT
Biohazard Cleaning Company,
Stoke-On-Trent
PROJECT SCOPE
Recruitment, commercial growth, outreach, accountability, digital presence, CRM setup, networking, and financial clarity
ENGAGEMENT
One hour of support per week for 4-5 months
PROJECT OVERVIEW
The founder of a specialist biohazard cleaning company approached me during the early startup phase of the business, around 18 months after launch. They were looking for coaching and mentoring support: a trusted strategic partner and sounding board to help them grow with greater focus and confidence.
At the time, the business was going through a significant period of change. They had decided to move away from domestic customers and focus exclusively on commercial contracts. On top of that, they had recently lost their cleaning team after one team member left to start a competing business, taking staff and several clients with them.
My client needed support to rebuild with intention. Their priorities were to recruit a reliable new team, win more commercial clients, secure suitable office space for hazardous cleaning supplies, and gain a clearer understanding of the company’s finances so they could make stronger long-term commercial decisions.
THE CHALLENGE
This project involved three core challenges: client acquisition, recruitment, and commercially focused mentoring.
The business had already lost all domestic clients, and two existing commercial clients were signalling that their contracts were likely to end within the next few months due to funding pressures. At the same time, my client needed to recruit new team members, carry out references and DBS checks, and find a new office with safe storage for hazardous cleaning supplies, along with parking for their van.
All of this had to be done within a tight budget. With income under pressure, we agreed they would not dip into personal savings.
To provide steady momentum and support, I worked with them as a coach and mentor, offering one hour per week of practical, strategic guidance. Each session focused on clear actions, with agreed tasks to complete before the next meeting. This created accountability, helped them stay focused, and gave them confidence that they were not navigating the challenges alone. Without change, the business risked losing two further commercial clients within the next quarter, making poor hiring decisions, and lacking a clear route to new business growth.
OBJECTIVES
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Provide one hour of weekly support, online or in person
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Deliver strategic growth advice backed by practical, results-focused actions
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Support revenue-generating activity and commercial decision-making
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Help the client rebuild operational confidence after team and client loss
MY APPROACH
We scheduled meetings one month in advance to fit around my client’s work and family commitments, creating consistency and structure.
1. Rebuilding the recruitment process
I reviewed their existing recruitment process and introduced a more structured approach. I created a competency-based interview template to help them run consistent phone interviews and ask each applicant the same core questions, making it easier to compare candidates fairly and confidently.
Applicants who performed well at phone interview stage were then invited to an in-person interview, where my client could build rapport, explore their answers in more detail, and assess suitability more fully. The final stage included reference checks and DBS screening.
I also suggested that applicants pay for their DBS checks upfront, with the cost reimbursed in their first month’s salary. Because DBS certificates are portable, this created a fair process while also encouraging commitment from the outset.
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2. Sharpening the commercial growth focus
My client wanted to secure more commercial cleaning contracts, particularly with local authorities, charities, and social housing providers. I researched relevant target organisations, which we then discussed during our one-to-one sessions so they could take a more focused approach to outreach. We also worked on identifying ideal buyer personas, clarifying their pain points, and improving the messaging needed to speak to those audiences effectively.
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3. Strengthening their business infrastructure
At the time, the business had very little online presence and relied mainly on Facebook to attract new clients. I encouraged my client to build a simple one-page website, introduce a free CRM system using HubSpot, and begin building visibility on LinkedIn.
To widen their support network, I introduced them to local Chamber of Commerce contacts. This led to them joining a government-funded six-week business growth programme, which helped them better understand cashflow and forecasting.
Alongside this, I supported them as they sourced and appointed a new accountant who could manage both payroll and business accounts.
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4. Creating accountability and confidence
Although my client was initially hesitant about carrying out sales and marketing activity themselves, we explored practical ways to keep momentum going. A friend within their network was looking for part-time work and agreed to support their sales and marketing outreach, giving the business added capacity during a critical growth phase.
Over five months, this combination of strategic advice, accountability, and practical action helped my client regain control, rebuild confidence, and move the business forward.
WHAT I DELIVERED
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A competency-based interview template and simplified recruitment process
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A clearer recruitment and onboarding approach
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Buyer persona and target audience clarity for commercial services
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Research into prospective target organisations
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Support to improve online presence through a website, CRM, and LinkedIn
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Introductions to useful local business contacts and growth support networks
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Ongoing accountability, mentoring, and strategic commercial guidance
RESULTS
Within five months, my client had made substantial progress:
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Successfully hired a new staff team
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Moved into new office space
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Improved understanding of business finances and forecasting
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Built a new website and started using LinkedIn more intentionally
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Began attending more local networking events
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Started targeted outreach to prospective commercial clients
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Gained clarity around buyer personas, pain points, and messaging
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Increased their confidence in leading and growing the business​
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Most importantly, they developed a much clearer picture of what sustainable growth looked like and how to pursue it.
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Most importantly, they developed a much clearer picture of what sustainable growth looked like and how to pursue it.
CLIENT FEEDBACK
“Mel is an absolute pleasure to work with professional, dedicated, and always willing to go the extra mile. Her expertise and passion shine through in everything she does, making real impact. I highly recommend her”
- LinkedIn recommendation
TOOLS, METHODS & EXPERTISE USED
Coaching & Mentoring · Sales Strategy · Commercial Analysis · ICP Messaging & Clarity · Recruitment & Onboarding Process Design · HubSpot CRM · LinkedIn · Networking Strategy
Through structured coaching and mentoring, I helped this client rebuild after a difficult period of disruption and refocus the business around commercial growth. With clearer strategy, stronger systems, and ongoing accountability, they were able to recruit a new team, strengthen their operational foundation, improve commercial confidence, and build a healthier pipeline for the future.
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