The competitive edge

Customers expect professionals to have the tools and skills to do the job. But those things are not all that it takes to excel in the cleaning business. Equipment, chemicals and training programs are readily available. But, when all else is equal, these are some of the "people things" that really give you a competitive edge:

• There's a trained person to answer the company phone.
• Technicians arrive in a clean, professionally lettered vehicle.
• They arrive on time.
• They are in uniform with a photo ID and a ready smile.
• They cheerfully answer questions.
• They're careful with the customer's furnishings.
• They dust baseboards and the back of furniture while out from wall.
• They're quiet and complete their work in an efficient manner.
• They leave instructions on the care of carpet.
• They sincerely thank the customer.
• There's a follow up on job performance and customer satisfaction.

These are just a few of the factors that give you the edge over the competition. For many more, come to Bane-Clene Institute, where 48 years of experience guides us and your success is our only agenda.

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Think spring

It's hard to "think spring" in cold, winter weather, but this slower time affords the perfect opportunity to plan for the spring rush. February is a great time to train new help, too. New employees will have time on the truck to learn the ropes before business picks up. This is the impressionable time when the trainer can teach the benefits of a cheerful smile.

Instruction should include setting up hoses, moving furniture, wiping baseboards, raking, and spraying pre-spotters. New employees should never touch a cleaning head until these tasks are understood. Start slow. Let them learn one job at a time. It's a good time to clean up equipment and check your stock, too. Make sure you have everything you need to do the job.

Most important! Don't forget to send a brochure to every one you've cleaned for in the past.

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Proposed Amendment

"The Congress of the United States shall make no law that applies to the citizens that does not apply equally to Senators or Representatives, and Congress shall make no law that applies to Senators or Representatives that does not apply equally to the citizens."

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48th anniversary in business today

Seems like just the other day I wrote about our 47th anniversary in business and here it is, that time again. February 4, 1962, was a very special day for Elizabeth, Bill Jr., Don and me.

On behalf of my family and all of the folks at Bane-Clene, I’d like to thank our great vendors and especially you, our loyal customers, for all you have done to contribute to our success. Without you, we couldn’t have done it. God bless you all!

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May be a sign of things to come

If you've been in an airport lately, you know that the noise level is about as annoying as the security procedures. Airports have been taking up carpet and installing hard floors. They say carpet is hard to maintain. But, ridiculous as that is, it's another story and perhaps that ugly situation is beginning to turn around.

Brintons Carpet of Kiddeminster, UK, got a contract for enough carpet to cover 24 football fields in a terminal at Gandhi International Airport in Delhi, India. Brintons has long been a supplier of high quality Axminster carpet to airports such as Singapore’s Changi Airport. Their reputation is one of original designs of unrivalled quality and project management skills.

Sales and marketing director, Jon Stone said, “We’re thrilled that we have been chosen and we’re very excited about getting down to work and delivering what I think will be one of the most visually stunning carpets that has ever been installed in an airport." I had the pleasure of touring the Kiddeminster facility in 1982, and was very impressed. Congratulations to Brintons!

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Boycott the "hate America" guys

Citgo is the state owned petroleum company of Venezuela that is ruled by Hugo Chavez. This raving dictator hates America and everything we stand for. Citgo has suffered massive losses in sales as more of us find out who the purchases support. Word is also being circulated that Citgo is in the process of changing its name to "Petro Express" to overcome this boycott.

According to Snopes, the independent companies that own Petro Express stations are changing brands and do not handle Citgo products any longer. Kangaroo is another brand rumored to be connected with Citgo. I don't know if this is true, but any of you patriots boycotting Citgo should keep an eye out and ask questions. God bless America!

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Hello Dalton! Here's another one

Massachusetts wasn't just politically hot last week, a carpet cleaning van burned in the parking lot of a Chinese restaurant. An employee went outside when the cleaning equipment suddenly stopped. "I came out and the truck was already engulfed in flames. I'm glad I saw it when I did," said the technician in an interview with a local reporter. The fire was put out by firefighters using oxygen tanks and masks. This picture made the local newspapers.

Every week there are reports of one or more of these well-publicized embarrassments. If CRI really wants to do something constructive, they might work toward eliminating these public relations nightmares that plague the cleaning industry. And wouldn't it be more embarrasing if that truck contained a CRI/SOA "Gold" rated system? One such case last summer destroyed the truck and did considerable damge to the customer's house next to where it was parked. This is a lot worse than using watered down chemicals.

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Cleaners worth more than many professionals

BBC News in the United Kingdom reported that, "Cleaners are worth more to society than bankers. Hospital cleaners, for example, create £10 of value for every £1 they are paid while bankers are a drain on the country because of the damage they caused to the global economy. They reportedly destroy £7 of value for every £1 they earn."

The news agency goes on to say, "Waste workers promote recycling, while tax accountants damage the country by devising schemes to cut the amount of money available to the government. Tax accountants destroy £47 in value for every £1 generated. Advertising executives create stress with ad campaigns that cause dissatisfaction, misery and encourage over consumption."

The report didn't mention carpet cleaners, but in my humble opinion we're pretty valuable, too! Funny, that story didn't mention lawyers, either. To be on the safe side though, maybe it's best if you don't show this to your banker, CPA or advertising agent. They might take offense.

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Congratulations to "Carpet One"

January 2010, marked the 25th anniversary of this prominent carpet buying group. Founded by Alan Greenberg, Howard Brodsky, Jack Wallace and Sandy Mishkin in 1985 with just a few carpet retailers as members, the franchise has grown to have more than a thousand stores. Sadly, Mr. Greenberg has passed away. The annual golf tournament has been named for him and Mr. Brodskey shares the CEO title at Carpet One with Rick Bennet. The dream lives on.

Bane-Clene is proud to be a supplier for some of the Carpet One folks who have opted to be in the carpet cleaning business. Thanks to those who have given us the opportunity to be a part of this tremendous organization and may all of you enjoy continued success.

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Census takers

The 2010 Census is under way with mailings. Then, more than 140,000 Census workers will attempt to count and gather information at every address that does not respond to the mailed request for the name, age, gender, race, and other relevant (and maybe irrelevant) data about the people living there. If you answer the mailed request they should not come to your home.

The Better Business Bureau advises you to be cooperative, but cautious not to become a victim of fraud or identity theft. If a Census worker knocks on your door, they will have a badge, a hand held computer, a Census Bureau canvas bag, and a confidentiality notice. Ask to see their identification and badge before answering any questions.

Never give a Social Security number, credit card number or any banking information to anyone, even if they claim they need it for the Census. And most important of all, never invite anyone you don't know into your home.

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Electric vehicles

During the great depression I remember a lady in our neighborhood who had an electric car. It was built in Indianapolis and had giant batteries. The car was quiet and was a boon with gas rationed in WWII. When I came back to the states from duty in the Pacific in 1945, I was in Philadelphia and saw big electric delivery trucks servicing Horn & Hardart restaurants. The Inquirer used them to deliver their newspapers, too. They were all ahead of their time.

Indiana is the center of development of electric car batteries and a new plant in Elkhart will soon begin production of the Think City electric automobile. Navistar has announced that it has been awarded a $39 million grant to develop a mid-size electric truck and will build several hundred for testing in 2010. Intended for urban use, they seem promising for the cleaning industry. If the tests go well we could see these trucks on the streets in about three years.

The Think City and the small Navistar trucks will be battery operated and rechargeable by simply plugging them into a 110 outlet at night. Their range and speed should be adequate for a city cleaning operation. Four other manufacturers are working on similar electric vehicles and even some big diesel rigs may come to market soon with hybrid models.

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Congratulations

Northwest Georgia and especially the carpet industry have been hit hard by the recession. Through some obvious subterfuge (and there's more than a little of that in Dalton), an eight-year-old story was dredged up about a prominent carpet manufacturer closing a plant in Rome, Georgia, and laying off 160 people. In fact, just the opposite is true!

In spite of the poor economy, one of our best friends in the carpet industry is growing. Beaulieu of America has applied for tax credits for $21 million in new equipment and they're adding fifty new jobs in Dalton. How exciting is that in an area that has been closing plants and eliminating jobs for more than three years?

Congratulations to Ralph Boe, CEO of Beaulieu of America, and his great team of professionals, especially those folks in the technical department.

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Kevin said, "Isn't electric nice!"

Kevin Stark told me that he rode an elevator full of people to the 19th floor of a downtown building. It impressed him because it was so quiet and ran smooth as it carried nearly a ton of people straight up. And, it was powered by electricity. He said, "Isn't electric nice!"

Later as he watched our electric forklift unload two tons of stainless steel in the warehouse, he said, "This is so much quieter than our old smelly, gasoline powered fork lift truck. It's environmentally friendly, comfortable for all of us in the building, lifts just as much weight and it does as much work as the old noisy, smelly one. Isn't electric nice!"

One of our crews, while washing their van at the end of the day, told Kevin they had brought in more than $900.00 that day. Some of their jobs were residential and one was portable in a high rise building. It cost about $5 in cleaning agents to clean $900 worth of carpets. They left our building at 8:00 AM and were back before 4:30 PM, and they did all this with a totally electric Bane-Clene unit. Kevin said, "Isn't electric nice!"

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Be careful in cold weather

The fire department in Spokane, Washington, responded to a van fire at a carpet cleaning business last week. The truck and equipment were a total loss. A kerosene space heater, left running in the van overnight, caused the fire. Electric heaters are much safer.

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Warning

If you post a message on many blog sites you may get a posted comment that usually appears as a compliment to you. Some will ask for a response but in some cases all you have to do is click on the responders name or symbol, and you have compromised your e-mail address and it will be added to someone's spam list. That someone's agenda may not be pure.

That's one of the reasons I don't have a public response feature on this blog site. I can easily be reached by e-mail, fax or toll-free telephone for anyone with a genuine question or comment.

And I promise to try to answer every one, promptly. More importantly, if I don't know the answer to a question (which is very possible), my staff will find the right answer for you.

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Handling tough times

Last fall I was asked in an interview, "Can you sum up in a few words what makes your supply company stand out in such a competitive industry, especially during tough economic times?" Here was my answer:

"Bane-Clene® products are safe, dependable and economical. We're in the service business, too, which gives us essential knowledge. Many of our employees have been with us for more than twenty-five years and that gives us unrivaled experience. We're debt free! With no interest to pay we operate as inexpensively as possible and employ conservative business practices.

"Frugal management allows us to market better products and services at lower prices than our competition. Bonuses to our customers are toll-free hot lines, free referral network, free advertising assistance, unmatched education, complete training programs, certification and free association membership along with ongoing support programs. That's how we do it!"

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Credit Card Scams

A thief calls the victim immediately after the theft of a credit card to say the card has been found and will be returned in a short time. This keeps the victim from calling the credit card company about the lost card and gives the thief a few more hours to charge big items. Make photo copies of your cards, along with the toll free numbers of the issuers. Report lost cards immediately.

Callers, claiming to be doing a survey for a credit card company, will ask to verify your card number. Don't give your credit card or debit card number to anyone except a legitimate merchant from whom you're making a purchase. And be careful of a new trick. A business journal article reported that a new device can read your card at a gas pump. It suggested that you take your card inside to complete the purchase.

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Microsoft exec to head up GM

The announcement that Chris Liddell is moving from Microsoft to head up General Motors is interesting. With a computer guy building cars, we might have to learn new driving routines. If cars are made like computers, we'll have to press the 'Start' button to shut the engine off. For no apparent reason the car will crash and the airbag will ask, "Are you sure?'' before deploying.

When the lines on the road are repainted we'll have to buy a new car and learn to drive again because the controls won't operate the same as our old car. Instead of oil, water temperature, and alternator warning lights there will be one big "boink" and a notice that says, "This car has performed an illegal function." We'll have to pull over to the side of the road, shut off the engine, close the windows, restart it, and reopen the windows before continuing our trip.

But the worst consequence of all might be when we have a problem with our car. Instead of taking it to friendly Mr. Goodwrench for repair, we'll have to call "customer service" in India for instructions by someone with a heavy accent on how to fix it ourselves.

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Happy New Year

May 2010 be a safe, healthy, happy and prosperous year for you and yours.

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Carpet cleaner gets off cheap

In 2009, there were dozens of reported cases of carpet cleaners illegally dumping dirty water on streets and in storm drains. The last was in Baltimore where a man pled guilty to illegally discharging a pollutant into streams. He was observed by a citizen who photographed the act with a cell phone. The polluter was fined $142.50 plus court costs by the State and was placed on probation for six months.

Other states have not been so lenient. A few years ago the State of Connecticut fined a cleaning firm $50,000.00 for a similar offense. Cases in Arizona and Colorado reported fines that ranged in the tens of thousands of dollars. Sadly, bad publicity is the real damage done to the image of our industry when one of these scofflaws is caught and prosecuted.

Illegal dumping and bait and switch advertising are two vile practices that dominate our industry. Trade publications and associations, regardless of advertising sponsors, should make a concerted effort to expose and eliminate these dastardly practices.

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Christmas present from J&J

J & J Industries has published a new carpet maintenance manual just in time for Christmas. Bane-Clene is prominently mentioned and is recommended to the customers of this premier carpet manufacturer. Our history with J & J goes back to 1983, when Jim Keener spoke at our convention and announced that they would endorse our system.

Jim was also the first to arrange a tour of the J & J plant in Dalton where I had the privilege of meeting Tom Jones, one of the founders of the company. After meeting Mr. Jones, some of his top management people and many of the production staff, it was easy to understand the integrity and honesty of J & J Industries. Product pride permeated the entire company.

We're very proud of our relationship with J & J Industries and on behalf of the entire staff at Bane-Clene and its thousands of system owners around the world; Thank you ! You have my word that we will continue to provide the best service possible to your customers and to work with pride on your fine products.

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Merry Christmas

Have a joyous and happy Christmas. While we celebrate the birthday of Jesus and enjoy this blessed day, let's not forget to pray for those brave members of our armed forces who are in harm's way. May God bless them and keep them safe.

Your job and life can be better

Dr. Norman Vincent Peale, speaking to Bane-Clene owners, prescribed a plan for making hard work easy. He said, "First of all, do not get the idea that you are Atlas carrying the world on your shoulders. The world will go on even without you. Tell yourself that you like your job, and mean what you say. Your work will become a pleasure without drudgery.

"Plan your work and then work your plan. Lack of a plan produces that 'I'm swamped' feeling. Don't try to do everything at once. Get a healthy mental attitude. The difficulty of your job depends on how you think about it. Think that it's hard, and you will make it hard. Become more proficient. Knowledge is power.

"Practice being relaxed. Don't press or strain. Discipline yourself not to put off until tomorrow what you can do today. Don't drag yesterday's burdens along with you. At the start of every day, thank God you have a job and then give that job all you've got and then some."

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"Green" movement

There's a lot of talk about going "green" lately. Bane-Clene has always practiced conservation, environmental and otherwise, so the "green" movement is not new to us. Here are just a few of the facts that make us the "greenest" system in the cleaning industry. But we're also the "greenest" when it comes to the "BIG GREEN." "Green" as in money!

* We use less water which means less chemical which means more profit.
* No dirty water is pumped on customers' property or into storm sewers.
* We use cheap, dependable electricity instead of expensive fossil fuels.
* Truck engine does not run during the cleaning operation. Saves fuel.
* No odors exhausted inside to permeate furnishings and delay drying.
* Safest and purest chemicals approved by leading carpet manufacturers.
* We don't use Butyl Cellosolve or 1,1,1 Trichloroethane.
* Lowest industry dilution ratio means more profit and less residue.
* No danger of scalding if a hose breaks, explosion or fire from fuel.
* No dangerous carbon monoxide to endanger employees &customers.
* Cleanest, quietest, safest, most economical system in the industry.

Now that's "green!" "Green" as in profit!

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Going bananas #3

A banana is a natural remedy for many ills. When you compare it to an apple, it has four times the protein, twice the carbohydrate, three times the phosphorus, five times the vitamin A and iron, and twice the other vitamins and minerals. It is also rich in potassium and is one of the best value foods around. Bananas might be the reason monkeys are so happy all the time!

The expression "going bananas" is from the effects of bananas on the brain. Bananas contain three natural sugars sucrose, fructose and glucose combined with fiber. A banana gives an instant, sustained and substantial boost of energy and can help us keep fit. It can also help overcome or prevent illnesses and conditions such as:

Anemia: High in iron, bananas can stimulate the production of hemoglobin in the blood and so helps in cases of anemia.

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Work smart

Working twelve hours a day on the truck does not ensure a profit. It only guarantees that you will be tired. Some small companies fail to make a profit because they lack basic business skills. Work on these areas to improve your profit potential.

• Trucks should be clean and professionally lettered. A blank truck doesn't advertise.
• Technicians must be clean and in uniform with a photo ID badge and insignia showing their training and association membership.
• Plan your advertising budget a year in advance and stick with it. Don't dilute your ad program with other so-called "opportunities" that come along after you lay out your original ad plan.
• Mail a postage paid report card to customers to show them that you care.
• Mail brochures to customers every few months to offer other services and to remind them when it's time to clean again.
• The best marketing plan is worthless if you don't answer your phone.
• The cost of a vehicle has increased 300% since 1978, yet many are charging '78 prices.
• Operate a high quality service and you will lose a customer only if your quality slips.
• Plan ahead for supply purchases in enough volume to allow a discount and free shipping.

Learn how to work smarter, not harder and to increase your profit margin. The "Course to Success" at Bane-Clene Institute will help you do that and much more. Take a break and spend three days with us. You'll be glad you did!

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Carpet & ice melt & cold, cold weather

Calcium chloride is used in place of sodium chloride (salt) when the temperatures are extremely low and when salt no longer performs. Calcium chloride is hygroscopic (draws moisture) and turns to calcium hydroxide (lime) when you try to clean with an alkaline detergent. The white powder from calcium chloride will quickly track through a building and, since it is hygroscopic (draws moisture & stays moist), it causes severe soiling. Quick removal is important!

If the carpet is dry, thoroughly vacuum first. If wet, absorb or extract. Perform a Brown Out® flush: Add water and 4 – 6 ounces of Brown Out® per gallon to your base unit (no detergent) and go over the carpet just as if you were cleaning. If the carpet is soiled, you should, of course, do your normal cleaning first.

If you do not have a base unit, apply Brown Out® at normal concentration (8 ounces per gallon) and work it in. Then flush with water. These procedures can also be followed for removing normal salt ice melt and also for an overflowed water softener unit.

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What a bargain

Does anybody remember the reason given for establishing the Department of Energy (DOE) during the Carter Administration? It followed the first gasoline shortage since WWII, and everybody in Washington seemed to think it was a good idea. The DOE was born on August 4, 1977, with the goal of reducing our dependence on foreign oil.

Thirty-two years later we're even more dependent on foreign oil than we were in 1978 and DOE now has 16,000 full-time federal employees and about 100,000 contract employees. The budget for running this little department is $24.2 billion (that's BILLION with a B) a year and that is sure to keep going up. Bloated bureaucracy is killing our economy and this is a classic example.

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Suggestions for making a profit

Commercial and residential furniture cleaning can build customer relations by providing a service that many carpet cleaning firms do not offer. Profit margins can be improved, especially if upholstery is serviced during slow times or at the same time carpet is being cleaned. By offering both wet and dry service, there is very little upholstery that can't be safely cleaned.

Cleaning furniture is easy and pays well. Large commercial contracts can be the result of cleaning carpet and furniture in the homes of the executives of large firms. Mailing carpet and furniture cleaning brochures (see catalog) to both commercial and residential prospects will stimulate this very profitable business.

DuPont Teflon® Advanced or Sta-Clene® Formula 940 Protector* applied after cleaning will add substantially to the consumer satisfaction level by ensuring that the upholstery will look better and stay cleaner longer than an unprotected piece. If you're at the customer's location cleaning carpet, the traveling costs and other overhead expenses are already covered, so the additional business is almost all profit.

* Bane Clene's service company includes Sta Clene® Formula 940 Protector as a standard part of its furniture cleaning procedure.

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"Remember Pearl Harbor"

"Remember Pearl Harbor" was the battle cry of WWII. President Franklin D. Roosevelt said, "Sunday, December 7, 1941, a day that will live in infamy......" But not many are alive today who remember that fateful Sunday morning when the dastardly sneak attack took place on our Pacific Fleet in Hawaii. Those who were alive, will never forget it.

"Remember the Alamo" and "Remember the Maine" are also slogans that would never be forgotten, but now they are relegated to the pages of tattered history books that are routinely ignored by many teachers. September 11, 2001 is the date of another gutless, cowardly attack that in a few generations will be just a faded memory. Fortunately, the USS New York will help keep the memory of 9/11 jogged for quite a while.

Thank God for the brave troops who protect our freedom and for the first responders who protect us in this land of plenty. With all of our problems, the United States of America is one of the few places on earth that people still want to come to, legally or illegally.

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Winning in tough times

Tough times have hit our industry along with many others. Well known cleaning machines, chemical products as well as suppliers have gone the way of national chain stores and disappeared from the scene. The latest casualty is Maintenance Supplies Magazine.

But good service is still winning and those who are not doing it right are losing. Thousands of restaurants fail every year, most a result of bad service. Department stores at one time were the essence of good service. Today with their central check outs, they're not much better than a big box store. The epitome of bad service is bureaucratic government. With the advent of automated voice mail, just try talking to anyone at any level in government.

An example of good service winning is in the building trades. Building materials used to be hauled to a job site and dumped in a big pile for construction people to sort and move. Today, specially equipped boom trucks hoist roofing, lumber, drywall and other material to the appropriate areas. It should be no surprise that construction people buy from those who give them good service and prompt delivery.

Carpet and furniture cleaners need to be alert to ways to better serve their customers, beginning with answering the telephone. Cleaning is only a part of being successful in the service industry. Come to Bane-Clene Institute and learn from people who are really in the service business and have been since 1962. The school is open to anyone in the industry as space permits.

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Uncommon carpet ailments

With nearly 48 years in the cleaning business, I've probably seen everything that can happen to a carpet. In 1972, I investigated a problem with an acoustical wall for Indiana University. A beige carpet on the wall in a lecture hall had dark spots about four inches high and two inches wide, equally spaced and a few inches apart. It looked as if the entire wall had large, dark measles. When the wall was cleaned the spots returned in just a few weeks.

A very porous cinder block used in the construction of the partitions proved to be the culprit. The room breathed through this porous block and the carpet acted as a filter retaining all of the air borne debris. The core of the block, which were stacked in neat rows, acted like little chimneys carrying the air to the opening above the drop-ceiling. The tops of the cores were sealed to prevent the air flow and the problem was solved.

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Want to get rich quick?

I know quite a few millionaire carpet cleaners, but they didn't get that way overnight. If your goal is to get rich quick, try antique shops and look for an old lamp with a genie. Or visit Las Vegas and take a fling at roulette, blackjack or even the crap tables. Buying a lottery ticket is another possibility, but one thing is for sure. You won't get rich quick in the cleaning business.

Now if you're interested in learning how to be successful in our business by means of planning, longevity and hard work then read my book, We did it their way, and spend three days at Bane-Clene Institute's Course to Success. You'll find out what it takes to succeed in this business from people who really are in the business unlike the "get rich quick gurus" who do get rich quick selling their programs to you.

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Legal advertising practices

Blogs and social networking sites on the internet have become a common place for companies to discreetly advertise and sometimes by using shills to initiate an inquiry about their products or services. Any company allowing products or services to be talked about on sites like LinkedIN or Facebook should read the FTC Guidelines and fully understand the enforcement approach of the Federal Trade Commission. Don't become the target of an FTC investigation or run the risk of being sued under the Lanham Act for deceptive advertising practices.

An Indianapolis Law firm has issued a warning to companies to train professional bloggers to ensure that statements they make on behalf of the company are truthful and can be substantiated. Be sure they have read and understand FTC guidelines and regularly monitor their entries. They advise companies to discontinue the publication of any overtly or borderline deceptive representations, as soon as they are discovered. Read about the FTC regulations and if in doubt, contact your legal counsel.

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Happy Thanksgiving

In spite of all that's happening in our country and in the world, we still have so much to be thankful for. May you all have a blessed and happy Thanksgiving and thank you for looking in on our blog.

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Going bananas #2

A banana is a natural remedy for many ills. When you compare it to an apple, it has four times the protein, twice the carbohydrate, three times the phosphorus, five times the vitamin A and iron, and twice the other vitamins and minerals. It is also rich in potassium and is one of the best value foods around. Bananas might be the reason monkeys are so happy all the time!

The expression "going bananas" is from the effects of bananas on the brain. Bananas contain three natural sugars sucrose, fructose and glucose combined with fiber. A banana gives an instant, sustained and substantial boost of energy and can help us keep fit. It can also help overcome or prevent illnesses and conditions such as:

PMS: Forget the pills eat a banana. The vitamin B6 it contains regulates blood glucose levels, which can affect your mood.

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Financing option

Beneficial Capital Leasing (BCL) is teamed with Bane-Clene® to provide equipment in these difficult financial times when lending has been drastically curtailed. Many Bane Clene operators have taken advantage of the 100% Financing. Other great benefits are that all of the costs of equipment, freight, training, installation, taxes, ancillary items and even an original stock of supplies can be included in the lease agreement.

Leasing conserves working capital so cash is not tied up and can be used for operational and promotional purposes. Bank credit lines are preserved for other needs and you may save on taxes since lease payments are typically treated as an operating expense. Affordable, fixed monthly payments can be up to sixty months and simplifies accounting since lease payments are typically only a line item in your monthly expenses.

But, probably the best part of leasing through BCL is the simplified paper work which typically requires only a one page application form. Speak with your CPA when considering leasing Bane-Clene equipment. If you would like to speak with any of our staff, call 800 428 9512. They'll be happy to answer any questions you may have.

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A parable on adversity

A woman filled three pots with water. She puts carrots in one pot, eggs in one and ground coffee beans in the third pot. After she had boiled all three pots for 20 minutes, the carrots were soft, the eggs were hard-boiled, but the coffee beans had created a rich aroma. All faced the same adversity - boiling water - but each reacted differently.

The carrots were strong and unrelenting but after being subjected to the boiling water, they became soft and weak. The eggs had been fragile, with a thin outer shell, but after sitting in boiling water, the insides became hardened. The coffee beans changed the water.

When adversity strikes, are you like the carrot - seem strong but wilt with pain? Are you like the egg and change with heat. Or, are you like the coffee bean - when things are at their worst, you get better and change the situation around you?

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Going bananas

A banana is a natural remedy for many ills. When you compare it to an apple, it has four times the protein, twice the carbohydrate, three times the phosphorus, five times the vitamin A and iron, and twice the other vitamins and minerals. It is also rich in potassium and is one of the best value foods around.

The expression "going bananas" is from the effects of bananas on the brain. Bananas might be the reason monkeys are so happy! Bananas contain three natural sugars sucrose, fructose and glucose combined with fiber. A banana gives an instant, sustained and substantial boost of energy and can help us keep fit. It can also help overcome or prevent illnesses and conditions such as:

Depression: According to a recent survey undertaken by MIND amongst people suffering from depression, many felt much better after eating a banana. This is because bananas contain tryptophan, a type of protein that the body converts into serotonin, known to make you relax, improve your mood and generally make you feel happier.

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Tactics for a soft economy

Talking heads on television and newspapers are full of stories about the sorry economy. It truly is bad thanks to them and a multitude of political reasons. Consumers have heard their repeated messages and have responded by tightening the purse strings. This has been the same in every recessionary period since WWII.

Psychology plays a role in consumer spending habits. They don't stop spending in an economic slow down, but they are much more selective. They're looking for ways to save money so tell them how you can clean their carpet instead of them replacing it. Be creative in your advertising and promotions. Most important...don't stop advertising.

People who used to spend freely are looking for a deal before they buy anything so you must offer them something. Specials of 40% off on an application of Sta-Clene® carpet and furniture protector or cleaning furniture free with carpet cleaning service are proven business getters in tough economic times. Work a little harder and good things will happen to you!

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You want experience?

Every year more and more schools pop up in the cleaning industry. Most are taught by people who have sold their business and are willing to share their secrets of success. Some so-called instructors have never even been in the cleaning business. One wag who teaches is downright irreverent and quotes the old saying, "Those who can, DO. Those who can't do, TEACH!"

I'm an instructor at Bane-Clene Institute, have been in this business since 1962 and so has Bill Jr. who also teaches a class. The other teachers are Kevin Stark who joined us in 1972, Don Terry in '74, Oka Negley in '76 and Dan Willis in '84. That's a total of 224 years of experience and I doubt any other school in our business can top that.

We offer the most longevity in every facet of instruction. Our personal experiences are shaped by and from the day-to-day operation of our own original cleaning service. Not many (if any) schools are run by people who actually own and operate a company that cleans carpets and furniture for a living.

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BBB advice

The Central Indiana Better Business Bureau warns about invoices that appear to be for listings in local yellow page directories. They say these invoices may be solicitations for listings in alternative business directories that are not the well known local Yellow Pages.

Alternative directories may not be widely distributed, can be of little or no value to advertisers, or in some cases may never be published at all. Because the name "yellow pages" and the "walking fingers" logo are not protected by any federal trade mark registrations, they can be used by anyone. If in doubt, check it out with your BBB!

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Happy birthday

To all the Jarheads, old and young, who are now serving or have served their country in the United States Marine Corps...Happy birthday and Semper Fi!

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Gurus on line

Don Terry and I were discussing the proliferation of so-called gurus on internet bulletin boards. When they haven't been mentioned for a day or so, a question will magically appear about the date of their next meeting that will invite an answer based on their expertise or some similar ploy to call attention to the "expert."

We've had calls and e-mails asking why we don't participate in bulletin boards with those who answer business related questions. There are two reasons. Our small staff is very busy taking care of our customers and doesn't have time to monitor the internet. The second is that there is so much misinformation on bulletin boards that we do not wish to be associated with them.

Don told me how many hours he spends on the phone and computer every day answering questions for our customers and also talking with technical people from carpet mills and furniture plants. These contacts probably send more business to our customers than we could ever hope to generate from dubious questions and self-serving posts on public bulletin boards.

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Winter tips

It's just around the corner, you know! Gear your advertising to winter time and especially to the needs of your commercial customers. Use Dan Willis's program to schedule annual and semi-annual maintenance jobs for the slow months ahead. Be sure to stock up on Brown Out® for use on ice-melt loaded commercial carpets.

Keep your gas tank more than half full if you live in a very cold region. Besides the safety factor of being stuck in a snow drift, a full tank will minimize water vapor condensation in the tank. When the tank is partially filled, condensation will collect and on very cold days it can freeze the electric fuel pump. Add a bottle of alcohol-based fuel line deicer at every fill-up during very cold winter months. Be sure to follow your manual instructions to avoid frozen equipment.

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Recession

A man lived by the side of a road and sold hot dogs for a living. He was hard of hearing so he had no radio. He had trouble with his eyes so he didn't read newspapers or watch TV. He put signs up on the highway telling about his hot dogs and he stood by the side of the road shouting, "Buy a hot dog" to cars passing by.

People stopped and bought his hot dogs. Business got better so he increased his meat and bun orders and he even bought a bigger stove. He made enough money to send his only son off to college. Then he got so busy that his son had to quit college to help him with the business.

But then something happened. His son said, "Father, haven't you heard?" There's a recession going on right now and business is terrible. The father said, "Well son, you've been to college, you read the papers, listen to the radio and watch TV. You ought to know!"

So they took down the signs, quit standing by the road to sell hot dogs and cut down their meat and bun orders. And their hot dog sales fell almost overnight. "You're right, son." the father said. "There is a recession and business is terrible."

This old story which originated after WWII was first printed in the Cleaning Digest magazine in 1974, then reprinted in 1980 and 1991. It seems appropriate to reprint it again!

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Could it be censorship?

Quite a few carpet retailers and others have called or e-mailed me asking why I don't post on Floor Radio's Blog site any longer. The reason is that not many can access it. Some people may have saved the site in their "favorites" and can still get in, but no one else can access the Blog from anywhere on Floor Radio's (Talk Floor) web site.

Instead, now there is a link on the home page of Talk Floor that will take you to my Blog on Bane-Clene's web site. Since there are some powerful folks in Dalton who are offended by the truth and do not appreciate some of the things I say, this link may not last very long.

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Could this be a big part of what's wrong today?

After WWII a stranger came to live with us. We were fascinated with this newcomer and he was quickly accepted. He kept us spellbound for hours with stories of adventure, mystery and comedy. He took us to major league ball games, made us laugh, and made us cry. He never stopped talking, but we didn't seem to mind.

Our household was ruled by certain moral convictions, but this stranger never felt obligated to honor them. Profanity was not allowed in our home but the stranger used words that made us squirm and blush. He encourages the use of alcohol, drugs, cigarettes and talks freely about sex, yet he's never been asked to leave our home.

More than fifty years have passed since he moved in with us. He is not as fascinating as he once was, but he still sits in his corner waiting for someone to listen to him. His name? We just call him T.V. for short.

Author unknown

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Phone closing tips

After giving a quote on the phone, try not to allow a lull in the conversation. Ask tactfully for the order by saying, “Were you thinking of having the work done this week?” If the answer is affirmative, ask, “Would you prefer a weekday or Saturday?” If a preferred day is mentioned say, “Just a moment please while I check the schedule to see if we can do it for you on (day).” Come back with, “Thank you for waiting. We can do that for you. May I put you on our schedule?”

And don’t forget to ask about getting paid. “Will that be cash, check or charge?” If the response is “charge,” say, “We accept Visa, Mastercard, Discover and American Express. Which would you prefer?” Once in a while a prospect will say, "I don't believe in plastic, just send me a bill." Be polite and explain that your bookkeeping system does not have a billing function. If you lose the job, you may be better off.

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Practicing free speech (while it's still allowed)

To my representatives in congress:

The Postal Service was born in 1775 and in 234 years you couldn't get it right. FDR was the chief architect of Social Security in 1935 and Fannie Mae in 1938. Johnson's "War on Poverty" that began in 1964, confiscated trillions of dollars in wealth to give to "the poor." All it did was create more poor people who are socially and morally bankrupt. Medicare and Medicaid were established in 1965 and Freddie Mac came along in 1970. They're all broke.

Trillions were spent by Bush in the massive political payoffs called TARP* in 2008. Obama cooked up the Stimulus bill and the Omnibus Appropriations Act in 2009. The ACORN and APOLLO projects, along with tons of pork in other congressional bills have put American taxpayers in a financial hole for generations to come.

Cash for Clunkers was founded in 2009, and went broke in a record two months. Good cars that were the best that some folks could afford were replaced with high priced, mostly Japanese, cars. A big chunk of those profits went overseas. Thousands of those cars will be repossessed soon because buyers couldn't afford them and shouldn't have bought them.

With that perfect, 100% failure rate, now you want me to trust you with my health care? With all of the respect that is due to you, thanks but no thanks!

Bill Bane

P. S. Does the proposed new health care bill exempt politicians from having to participate?

P. P. S. Have you read this bill or is it like the others you signed without reading?

P. P. P. S. There's an ugly rumor that congressional pensions are funded by AIG. Is that the reason you gave them so much money?

* The corrupt banking industry, governed by the Federal Reserve Board (a product of the CFR (Council of Foreign Relations)** got nearly all of those funds to buy other banks, hold expensive retreats and declare new profits and big bonuses for their employees. As an old TV pitchman used to say, "Isn't that amazing!"

** It doesn't matter which party is in power. If you really want to understand this mess, read The Shadows of Power, by James Perloff. It exposes the CFR (New York money establishment gang) that is really ru(i)nning our country.

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Remember that giant sucking sound?

Ross Perot brought it to our attention in 1992. But he was concerned with Mexico which may be the least of our problems now. The sucking sound we hear today is the value of our currency declining in a cloud of national debt.

In 1988, I read The Shadows of Power, by James Perloff. I skimmed it, didn't give it much credibility and thought the author to be radical. In 2006 I came across that book again and read it thoroughly this time. Then I read it again to make sure I didn't misunderstand.

Perloff's book is about corruption, greed, war, banking, political influence and one-world government via the UN. He took a hard look at the history of the CFR (Council on Foreign Relations), the WB (World Bank) and the IMF (International Monetary Fund). He was convincing because he printed references for every sordid allegation he made.

The world situation today, the economy, politics, banking and especially the antics of the Federal Reserve Board convince me that Perloff was very accurate. The last three administrations in Washington and the current crop of elected officials, supposedly representing the voice of the people, proves that his unbelievable opinions were right on the money.

The Shadows of Power is not an easy read and was never very popular because most people don't like the truth. But, if you want to understand why our politics, economy and society are heading south, it will help you do that. Reading this book may even give you a good sense of direction in your planning for the future.

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Follow the money!

The simple program that Ron Van Gelderen wanted that would recognize reputable carpet cleaners has been co-opted by private interests. Politics and greed have replaced ideals and simplicity. Circumvention of carpet warranties seems to be high on the agenda. Certain mills want to eliminate certain cleaning products but they want to do it through the offices of CRI™ and "independent testing" programs. Apparently they don't have the courage to do it themselves or they may fear legal ramifications.

Cleaning carpet is not a particularly difficult chore, but there are some who wish to make it seem more complicated than it really is. Tethering carpet cleaners and suppliers to a never-ending progression of hoops and fees under the guise of approved products and services can be profitable for CRI. Some educational interests (IICRC®) have joined with CRI to make carpet cleaning sound like rocket science so they can sell more classes and employ more instructors.

Mr. VanGelderen's profound and simple goal could have profited everyone in the carpet industry, from mills to cleaners, had it been promoted and allowed to mature. Instead, the result has been confusion on the part of the consumer and continually falling carpet sales.

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Remember these profound words?

"Maintenance is an important part of consumer satisfaction and the cleaner is the last one in the chain to see the carpet customer. If the consumer is not satisfied, the retailer who sold the carpet suffers, the mill that made it suffers and indeed the whole industry suffers if carpet is not their future floor covering choice. Cleaning firms that provide responsible service must be recognized and promoted by the CRI for everyone's sake." Ron VanGelderen, CRI™ President

In 1995, Ron asked me to form a committee to work toward his goal. Duraclean®, Host® / Racine Industries, ServiceMaster® Von Schrader® and Windsor® Industries were invited and joined Bane-Clene® on the committee. Chem-Dry® joined CRI and our committee a few meetings later. This group represented the most diverse in cleaning methods and was a good cross section of the entire cleaning industry. The Council of Better Business Bureaus, Stanley Steemer®, ASCR and a dozen equipment and chemical manufacturers were invited, but all declined to participate.

Six years of hard work and many expensive meetings in Atlanta lead to the original CRI/SOA program. But the current SOA doesn't even resemble the one that was established by the committee in 2001 over the objections of the IICRC®. That program was unceremoniously discontinued by CRI in 2002. Look in here Wednesday morning for some of the reasons.

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Remember any of these names?

R. H. Macy’s name has survived bankruptcy, acquisition and merger. But, Abraham & Strauss, Bamberger’s, Block’s, Bonwit Teller, Broadway, Bullock’s, Burdine’s, Dayton’s, Famous Barr, Filene’s, Ford's, Foley’s, Frederick & Nelson, Gimbel’s, Goldwater’s, Hecht’s, Hudson’s, I. Magnin, Jacobson’s, Kaufmann’s, Lazarus, Liberty House, Lit Brothers, Lord & Taylor, Maas Bros., Marshall Field’s, Meier & Frank, Pogue’s, Rich’s, Rike’s, Robinson’s, Shillito’s, Strawbridge’s, Stern’s, Thalhimer’s, Wanamaker’s, Wasson’s, Woodward & Lothrop and dozens of other big department store names are history.

Large corporations have trouble making quick adjustments in policy which explains in part why they are so vulnerable and why so many disappear from the business scene. Everyone in a small business should celebrate the fact that BIG is not always better. Stay loose and be ready to make adjustments to your MO's in the months ahead. Times are changing fast!

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"Do unto others"

Have you ever presented your credit card to make a purchase and be interrupted by someone coming up behind you and asking a question? The clerk politely answers which leads to another question and the situation deteriorates into a general discussion. Meanwhile you cool your heels.

Or how about the clerk that's in the process of taking your order when the phone rings? They must dutifully answer the phone but then may become immersed in a five minute discussion. Meanwhile you cool your heels.

Then there is the server bringing hot food to the table who stops to answer a question by a patron at the next table. That same server, when you are anxious to leave, takes another order while on the way back to your table with your credit card receipt. Meanwhile you cool your heels.

Don't interrupt a conversation with a customer. Put your cell phone on vibrate and go outside to answer or return calls. Never use the customer's phone or bathroom either. Follow that old biblical advice of "Do unto others" and go contrary to these trends by others and you will profit beyond your wildest expectations.

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Peroxide purchases

There is concern in the cleaning industry about buying peroxide because it can be used in making bombs. I have been told that cleaners should have no problem buying peroxide, but that the FBI or Homeland Security might contact them to verify its usage.

A representative of our supplier said that copies of all purchases were being sent to the FBI long before the latest terrorist incident. He said there are at present no limits on purchases nor was special permission needed. This may change in the future.

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A Simple Truck mount?

Each year, Purdue University holds a "Rube Goldberg" contest which is named for the fictional inventor who could turn the simplest concept into the world's most complicated contraption. The majority of truck mounted carpet cleaning equipment, if entered in this contest, would be runaway winners.

An article in a trade magazine bemoaned the fact that, "Simplicity has been lost in supplying safety and protective components for carpet cleaning equipment. Safety guidelines imposed by product liability protection must be considered. If the engine should run out of oil due to a leak, the engine would be destroyed within minutes without a shut down switch." Lost engines? Shut down switches? Bane-Clene does not want them or need them.

Further the article says, "Most high pressure pumps will be destroyed in a matter of minutes if a homeowner flushes a toilet or a car parks on the water supply hose. A shut down switch is good insurance against severe damage to the machine." Homeowners flushing a toilet? Cars parking on water lines? More shut down switches? Bane-Clene does not want them or need them.

This article also tells readers, "Additional features include thermostatic controls, a bypass system, waste tank shut off switches, pulsation dampeners, and vibration control devices." All of this for a machine designed to clean a delicate fiber normally not more than a half inch in length.

Bane-Clene equipment does not use or need any of these devices.

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Beware of impostors

A web site with used truck-mounted cleaning equipment recently advertised a Bane-Clene Paramount® system for sale. Close examination revealed that it didn't even resemble Bane-Clene equipment beginning with the cleaning head and including a faint picture of some junk piled in a truck. Sometimes this kind of ad is placed to make Bane-Clene look bad and there are many people who try to trade on our good name and reputation.

Bane-Clene equipment is very popular now because it is electrically operated and the price of gasoline is going to be much higher in the future. But be wary. If you purchase Bane-Clene equipment from anyone except Bane-Clene or one of it's authorized agents, be sure it is legitimate. Check the serial number and verify its authenticity by calling 800 428 9512.

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Direct mail is a numbers game

A good direct mail program needs to start with a good list. The list you buy will give you the start but you need to customize your own mailing list. You can start by purchasing demographics such as a certain value of the premises, combined income for the residents and by specifying owner occupied rather than rental properties.

The Direct Mail Marketing Association analyzed 1,122 industry specific mailing campaigns and determined that the average response rate was 2.61%. This is high based on my many years of experience in using direct mail marketing. Somewhere between 1% and 2% is more realistic. An assortment of high quality mailing pieces is a prerequisite for a successful mailing program.

In an economy when spending has slowed and saving money is in vogue, it's harder than ever to convince yourself to be repetitive in your mailing program. Get over this hurdle and you're on your way to increasing your business while everyone else is laying low.

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Cleaning is our business, so . . .

We must be neat and clean. Customers form early impressions and may even judge our work based on our appearance. An operator who arrives at the job needing a shave and haircut, wearing cut-off jeans and a tank top, and driving a dirty, cluttered truck may be able to clean carpets every bit as well as anyone else. But his customer may disapprove of the job because of that first impression.

A male operator should be clean shaven, have neatly trimmed hair, clean shoes, a fresh uniform and his service truck must be sparkling clean. He should use a good deodorant after his shower in the morning, because it needs to last all day. Female operators should do the same except for the shave. They should keep their hair under control.

There are companies that teach people how to dress for their jobs and maintain their personal appearance. But, a little common sense will avoid spending money for a special course. There is no substitute for cleanliness, especially since we are in the cleaning business.

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Ever feel like you're losing?

Among things I don't like with a passion is BIG government bureaucracy. In our cleaning industry, BIG seems to be in vogue, too. The IICRC and CRI are on a similar course as Washington politicians and have combined in an attempt to rule rank and file cleaning folks. People who are not in the business want to micro-manage our business and charge us for the privilege of letting them tell us what to do.

CRI is testing products and approving services. In the process they are attempting to legislate certain products and processes out of the marketplace. This is wrong! Some equipment and chemicals may be suspect, but no bureaucrat should ever be able to determine if a product is successful. This is still the job of the free market. Maybe an industry tea party is in order!

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Service after the sale

When I think of customer service after the sale, a Holiday Inn in Sacramento, California comes to mind. I was there in September of 1987 for a Mini-Clinic and was having breakfast next to a booth with four men who were quite loud. One of them was obviously a sales manager and the other three were new salesmen. The sales manager did all of the talking and he was a treat.

Unflattering terminology flowed with comments like "Rough up the locals. Get as much up front as you can. Your only job is to get the order. Use the come down pitch. Don't waste time on anything but selling." He promised them a commission and that he would not make clerks or service reps out of them. He said, "You don't have to worry about being bugged after the sale."

This was an education in high-pressure sales with no customer service follow-up.

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Noise Pollution

Noisy automobiles with loud sound systems permeate nearly every neighborhood in America. Airplanes, motorcycles, boats, hot rods and race cars send up a nerve-deadening din that must ripple across the twilight zone. Many communities have established sound ordinances but few, if any, ever enforce them.

Concern about noise in carpet cleaning equipment sent Bane-Clene® engineers to the decibel meter to test our equipment for noise pollution. A boom box, a traded-in gasoline-powered truck-mount and a little portable rental machine were used along with a Bane-Clene machine for decibel tests. Bane-Clene equipment fell well within OSHA standards. All of the others failed.

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Ideas are a dime a dozen

Several years ago, Kevin Stark and I traveled to Dublin, Georgia, at the request of Mohawk Carpet people. They told us they wanted to know more about the carpet cleaning business. We were excited to give them a presentation about our method of cleaning. Little did we know that they had an ulterior motive and were going to franchise their own carpet cleaning business.

In a brain storming session about promoting the cleaning business we told them that we had carpeted a kennel to prove the effectiveness of our cleaning equipment and deodorizing products and that it had been very effective. We also told them about an idea we had for carpeting the bed of a dump truck, filling it with dirt, dumping it and then cleaning the carpet.

To prove that bigger is always better, the Mohawk folks have gone the kennel idea one up by carpeting the Rhino habitat at the Birmingham Zoo. I can't wait to see what they'll do instead of carpeting the bed of a dump truck.

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Phone voice

There is a trend among telephone receptionists to speak in short, clipped tones? Some staccato-like delivery resembles a computer voice until the end of a sentence, when the tone shifts to a higher, sing-song key and makes a statement sound like a question. Frequently they begin a sentence with an "Um-m!" and tie sentences together with an "And, Um-m."

When interviewing or training telephone specialists, have them practice reading segments from your brochures. Not only will it teach them about your business, but repeated reading will help them avoid the above scenario. Insist on a voice quality that is warm, soft and friendly. A prospect's first impression of a company is that voice on the phone.

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Is this scary or what?

Our government has reached this undeniable state. Except for a very brief and small downsizing of his administration during Ronald Reagan's first term, federal, state and local government payrolls have grown steadily since Franklin D. Roosevelt's administration in the great depression.

But growth is not the worst part of it.

It was announced recently that government employees now top 22 million* while private industry manufacturing and construction payrolls fell to under 19 million. Besides being the largest employer in the country, our government has borrowed more in six months than all of the money borrowed for the past 100 years.

* This figure does not include the new government holdings in finance, insurance, real estate and automobile industries.

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Success in the "service" business

The nature of the service industry means that our lives are often interrupted by the needs of others. Customers need kindness and understanding especially if they have an emergency situation. Instead of resentment for being bothered, learn to deal with the wants and needs of customers. Some have trouble recognizing that "service" means to "serve" as in "servant."

A day may open with harshness or a daunting work schedule and a cheery response may take a bit of doing because this day doesn't invite a cheerful mood. Try to do a better job of seeming cheerful even when we don't feel that way. Look happy, act happy, be happy and perform happy actions with enthusiasm and your rewards will be handsome.

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Higher gasoline prices coming?

That old oil man, T. Boone Pickens, is predicting rising oil prices again and with some good reasons. “Look at the history,” Pickens said. "OPEC revenues increased five times over the last five years. Supply is stuck permanently at 85 million barrels a day, and demand will soon reach 90 million barrels a day. Ten years from now the price of oil could be $300.00 a barrel."

Of course Pickens has vested interests in natural gas, wind and solar power, so he's naturally pushing alternative energy. But he is right on target when he says that we import 70 % of our oil and we won't drill on our own land or build new refineries. If the Cap & Trade bill (another name for a new energy tax) is added to the equation, much higher fuel costs are ahead.

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September 11, another day of infamy that "We shall never forget!"

"Remember Pearl Harbor" was the battle cry of World War II. "Remember the Alamo" and "Remember the Maine" are slogans that also would never be forgotten, but thanks to the mists of time and memory they're relegated to the pages of tattered history books and are routinely ignored in most schools. September 11, 2001, is the latest infamous event that unfortunately will become just another faded memory as generations pass on.

Thank God for the brave troops who protect our freedom and for the first responders who protect us in this land of plenty. With all of our political problems, people still want to come to the United States, legally or illegally. They come here because we are the last bastion of freedom which has been dearly paid for with blood, sweat and tears. That freedom is not free!

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Customer Loyalty

Loyalty comes in differing degrees. "Deal" loyalty buys a customer with a special offer and normally lasts for the length of the promotion. But in "Relationship" loyalty, a customer elects to do business with you for reasons other than prizes, rewards, or discounts. It's easy to recognize which customers will promote your business.

"Relationship" loyalty is essential to the growth of your company. Repeat customers become unpaid advocates and will promote you to their relatives, friends, neighbors, and associates. Always try to do a little something extra for them and they will do something extra for you.

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Syphon feed systems vs residue

Many factors in the extraction carpet cleaning process affect residual matter. Some systems use syphon feed methods to bring their chemical and water together. These require exceptionally hot water to blend the chemical as it travels through the hose. Consequently they use a large amount of chemical which can clog the needle valve that controls the flow. Uneven residue will cause a carpet to look shaded as new soiling occurs.

Bane-Clene systems use the entire 120 gallon clean water supply tank as a reservoir so chemicals blend easily and fully with water temperatures under a safe 190°F. Fluctuation of the solution is eliminated by this large batch mixing mode and the motion of the truck from job to job keeps the solution in perfect suspension. Consistent cleaning and exceptional recovery will ensure satisfied customers that affect the bottom line in a positive way. Using less chemical helps, too!

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Know your stuff

As a professional in the cleaning business you should learn about your competition, but more importantly, you must know about your own system and be able to talk intelligently about it. Know the amount of residue you leave. Tell a customer how long it will take carpet and furniture to dry and be prepared to back it up with a superior cleaning job. Want to make a hit with your customers? Be on time!

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Medical ID Theft

If a credit card is used to pay medical bills or purchase pharmaceutical products, ID thieves can gain access to your bank account and/or credit records? Medical records usually contain social security, credit card number and insurance information which can be used to forge insurance ID cards that can be sold to uninsured people in need of expensive medical treatments.

Medical offices and pharmacies have been guilty of careless handling of records and many have been found in public dumps. Don't read your insurance card number out loud to a pharmacist within earshot of other people and be sure to ask how they dispose of trash containing secure information. Check medical statements and if a bill refers to treatment you did not receive, speak to the person in charge of fraud at your insurance company. Report ID theft to police.

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Engineering vs residue

Some carpet cleaning equipment claiming 95% recovery of dirty water may use 300 gallons or more in a typical day's cleaning. (95% of 300 = 15 gallons left in the carpet.) But most equipment has no way to actually monitor recovery since the recovered water is either pumped out onto the ground or directly into a drain. Some hook up to a faucet for water supply so there isn't even a way to measure the amount of water used.

Engineering carpet cleaning systems to recover more than 95%* of the water used in the hot water extraction process means less residual matter, too. Even clean water will leave trace elements on the tip of the carpet fiber of any mineral or chemical content as it evaporates. Bane-Clene Systems use only 0.5 ounces of cleaning agent to a gallon of water.

Bane-Clene's exclusive positive moisture control system means recovery can be monitored by an operator. The exact amount of water used and the exact amount recovered is measured and can be compared. (95% of 100 = 5 gallons left in the carpet) and that's a full day's production of up to 8,000 Square Feet of carpet.

*Actual tests of Bane-Clene equipment have recovered as much as 97.3%.

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Food For Thought

A young man being interviewed for a job as a service technician was asked why he wanted to work for the company. He answered, "I thought about going into business but don't like being owed or borrowing money. I'd have to advertise and put money back into the company. I'll get my share of the profit every week if I work for you. Besides, it's like all those people in the office work for me, and I won't have to worry about them like I would if I was their employer."

This young man summed up in a few words what business schools take semesters to teach. He knew he didn't like to take monetary risks. Being in business isn't for everyone, and it's a good thing, too. If everyone wanted to be in business, there wouldn't be any employees.

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Truth squad

Advertising aimed at cleaners is often used by them in consumer ads. The consumer is confused by the claims and counter-claims of carpet manufacturers, chemical companies and cleaning equipment suppliers mingled together in an advertisement about carpet cleaning. Carpet sales are no doubt suffering as a result.

Consumers look to the person closest to them to give them straight answers. Cleaners have the final word on whether they are satisfied with their carpet and furniture. In the interest of future generations of cleaners, consumers had better like the products you clean and buy more of them in years to come. Give them straight answers and do a good job.

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Recipe for a slow economy .... more sales!

Want more sales during these slow economic times which some economists are predicting will last for several more years? Sta-Clene® Formula 940 will help you increase your sales of carpet and furniture cleaning service. Offer an application of this wonderful new protector at a reduced price or better yet, offer it free with a pre-determined amount of cleaning service.

Sta-Clene Formula® 940 is inexpensive compared to water-based fluorocarbon brands and is not watered down like so many private labeled products. It is ready to use, does a superb job of protecting carpet and furniture from both water and oil-based spills, and makes cleaning easier the next time. You'll like it and especially what it can do for your business and your bottom line.

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Residue

There are claims and counter claims in the cleaning industry about the amount of residual matter left in a carpet after it's cleaned. Some have elaborate graphics to demonstrate the fact that their product leaves little or no residue while others merely make statements to this effect and leave it up to the imagination of the individual reading the advertisement.

Bane-Clene accepted the challenge set forth at our 1975 convention by Benjamin M. Burr of the Hercules Company. Ben said we should try to eliminate the use of chemicals as much as possible, since it's mainly chemical residue that causes rapid resoiling. He went on to say the chemicals we use should be as pure as possible and not contain fillers that also cause residue.

Since that time, we have continuously been striving for purity in our products and decreasing the amount of chemical used in our systems. Today the dilution ratio is only 48 ounces of PCA™ and 16 ounces of Booster™ to 120 gallons of clean, softened water. The result of these efforts are many thousands of satisfied customers, thanks to Mr. Burr's advice.

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Interesting carpet stats

Carpet sales have been in decline for two or three years. Carpet mills have laid people off and cut budgets. The last time I was in a Dalton restaurant it had all of the ambience of a wake. But in 2008 carpet makers still managed to top a billion dollars in sales at wholesale which translates into more billions in sales at the retail level.

For carpet cleaners this means work. On top of that, the mills have been cranking out about two billion square yards of carpet every year for the past ten years and all of that carpet has a life expectancy of 8 to 12 years. And the fact that consumers clean rather than replace carpet during tough economic times means the cleaning profession has the makings of a boom.

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Independent testing

In 1993, a carpet mill was concerned about bonnet cleaning and how it compared to HWE methods regarding residue. A technical lab person called me to ask about it, pronounced it "Bonay" and asked if it was a French cleaning process. Not knowing if the question was tongue-in-cheek and before offering an opinion, I paid an independent laboratory $1,000.00 for the results of a test they had done on the extraction method compared to the bonnet cleaning method. Following are excerpts from the report they sent me:

"Tests were done using routine techniques. Each carpet was soiled and cleaned twelve times. The results: Appearance change was virtually the same for fibers cleaned by either method. Microphotography showed the fibers cleaned with extraction contained very few solid soil particles. The fibers cleaned by the bonnet method had substantially more solid soil particles. A 2" x 3" specimen was cut from "extraction" and "bonnet" specimens and placed in jars of distilled deionized water. When the two jars were agitated, the "bonnet" water appeared cloudy. The "extraction" water appeared virtually clean."

I could have told them that from my own experience but after all an independent laboratory must be good, mustn't it? At least that impresses the folks in Dalton. And speaking of wasted money, that same lab charges exorbitant fees to test carpet cleaning equipment for the CRI. By the way, they find that a cheap little rental machine cleans carpet as good or better than truck-mounted equipment. As the old accountant says, "Go figure!"

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Formula for a slow-down

A. J. Foyt, won four times and is one of the most successful race drivers ever to compete in the Indianapolis 500 Mile Race. He gave a memorable answer when asked by a reporter how he reacts to a problem like a wreck on the track. Foyt's reply was, "I speed up because I know everyone else is slowing down."

Most of our competitors in the carpet cleaning business are making the mistake of cutting back in advertising. Stanley Steemer is the notable exception and they run great ads, especially the one with the dog scooting along the carpet on its rear. Opportunities are there for those who take positive steps to promote their business. Times may be tough, but they don't have to be bad.

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One man's answer

In almost helpless fashion, many are saying, "What is happening to our country?" Click on this link, http://www.thedailywar.net/ to see what one man is doing instead of asking that question.

Chet Jelinski, of Bloomfield, New Jersey has started a web site that is definitely worth seeing.

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Sunday, August 2 2009

This was a very special day. Dr. Isadore Rosenfeld, a weekly medical advisor on television, was talking about the old five second rule. You know, the one that says if something drops on the floor and is there for less than five seconds it's OK to eat it. Much to my surprise, the good doctor said that carpet is less infected with bacteria than a tile floor. How refreshing!

For several years carpet has taken a beating (no pun intended) from all directions. Even Dr. Michael Berry, supposedly a friend of the carpet industry, described carpet as a "sink" which is sort of disgusting. In fact there seems to be a concerted effort to make carpet look bad even from the CRI, which has a program that actually makes carpet seem very hard to care for.

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Success statistics*

Business owners who are certified at Bane-Clene Institute have a remarkable record. Since the Institute moved to the current location in 1978, records indicate that more than 6,000 students have attended. It's probably no surprise that graduates who score high on the final examination are more likely to succeed than those with lower scores or who don't pass the examination.

Of those who scored at least 90% on the final examination, more than 98% are successful and remain in business through these troubling times. Those who scored in the mid to upper 80's have a success ratio of 93% and others who scored in the high 70's succeed 84% of the time. Those who score under 70% are not issued a certificate nor is their business history monitored.

These statistics obviously say something about the quality of the school itself, but more than that, the results acknowledge students who are indeed unique. Taking time from a busy schedule and making the effort to attend school says a lot about the caliber of the person who will make such a sacrifice. The rewards naturally follow.

*Success is defined as still in business, sold their business or retired.

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Success formula

One of the greatest success stories of the 20th century was Sam Walton. He was famous for dropping in at one of his stores unannounced and seeing that everything was the way he wanted it. Reportedly, he was always kind and friendly to employees and customers alike. Mr. Walton traveled in an old pick-up truck wearing overalls and no one ever thought of him as pretentious.

He had managed a store for James Cash Penny, who in 1914 wrote his famous doctrine on customers service. Mr. Penny used that doctrine as a basis for training his store managers. Sam Walton later tried to adapt the same Penny philosophies to his fledgling new company when he founded Wal-Mart. He wanted to copy a very successful company.

Learn from Sam. Pattern your company after one with a history of success in your chosen profession. Don't copy an operation which has not been around very long and which doesn't have a proven track record. Be very careful about accepting advice from strangers who may have an agenda that does not have your best interest at heart.

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California carpet cleaner caught in BS scam

Clean Dry USA, DBA Target Carpet Care, Clean N' Dry Carpet and SoCal Dry-Tech, advertised 3 rooms cleaned for $49.95 using special "dry" cleaning technology. But customers said the company used bullying, false statements and intimidation. Elderly customers were charged more and most complained that carpets were wet for days.

One case in Santa Monica, California, involved an 85 year old lady who said they demanded $2,000 to clean 570 square feet. When she protested, they lowered the price to $995, then $795 and finally $560. Her carpet was wet for three days, and the company did not return her calls.

The owner of the company was convicted of four counts of grand theft, six counts of false advertising, sentenced to three years probation, ordered to provide refunds of more than $20,000 and to perform 360 hours of hard labor community service. He is barred from operating a cleaning business and must discontinue his phone numbers and advertisements.

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Phone Inquiries

When telling callers about the benefits of doing business with your company and giving specific price information, have you ever wondered if they were listening? Some are thinking about their next question while you answer the first one. Some drift off into a twilight zone and don't hear anything you say, especially if your answer is too long.

Some may be argumentative, try to sidetrack you or they get your information mixed up with the others they have called for an estimate. But remember, it's a numbers game and you'll close your share of calls if you're patient and thorough in your explanations. And don't worry about the ones who get away. Maybe it's better your competitor got them.

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Seven sins

In October of 2000, I wrote an article for a magazine on why so many carpet cleaning companies do not make it. Most failures are caused by under capitalization, inadequate planning, poor cash flow, procrastination, inept marketing, ignoring customers and/or having a closed mind about accepting and adapting to change. I called them the "Seven sins of failure."

The article was written before the 9/11 catastrophe, the war on terror, the drastic spike in oil prices and the current economic debacle. This has been a terrible decade, but surprisingly most of the people I know who are in our business are still in our business in spite of all that's happened. Profits may be down a little and we may have to work a little harder thanks to inflation that no one in government is willing to admit, but most of us are still here. That's a good thing!

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How advertising works

"An advertisement needs to be seen a minimum of three times before it registers with a consumer and seven times before a purchase is made." This statement came from advertising people who are interested in steady income from repeat clients, but there is some truth to it. Most people must feel comfortable and feel as if they know a company before they will readily do business.

In the carpet cleaning business, the winners are those who plan an ad campaign. Losers go after the wrong market, water down their efforts, spend their entire budget on a few ads and then sit back and wait for the phone to ring. Bane-Clene Institute has a great class on marketing. If you haven't been to school in two or three years, you should plan to attend soon. Much has changed.

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Damaged Products

Products damaged in shipment are more than an inconvenience to the customer. Lost jobs may result. Posts on internet bulletin boards cite horror stories about products being ordered and not delivered or being damaged in shipment and not usable on receipt.

Bane-Clene's shipping department has worked diligently to find better packing materials and applications to prevent damage from rough treatment by drivers and package handlers. Great care is given to taking orders properly and in processing them. And 99.4% of supply orders are shipped the same day they are received.

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New owners of used equipment are welcome

Bane-Clene has been supplying the cleaning industry with equipment for nearly forty years. Many thousands of these machines are working all around the world. With no built in obsolescence, they keep working and often change ownership several times during their lifetime.

If you purchase used equipment, you are welcome to attend Bane-Clene Institute to learn how to get the best results from it and take the "Course to Success" at the world-renowned training facility. For more information or for the next available school, call toll free, 877 ABC BANE.

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Is your price too high?

Someone who says your price is too high may be trying to beat you down or may not be comparing apples to apples. Before changing pricing protocol, go over your cost factors with your CPA to be sure you know the facts. Sell the high quality features of your service and be able to explain why you're worth more or why a competitor's quote may not be as it appears.

Another reason for a prospect saying your price is too high may be that you shouldn't be talking to that person in the first place. Advertising a high quality service in the wrong market will generate that kind of objection. Spend three days at Bane-Clene Institute and learn how to price your services, where to advertise them and how to explain them.

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Quality Defined

Monitor all of your work by mailing a postage paid reply card a day or two after the service has been done. Do not allow employees to distribute the cards. If they are lax in their work, they might not leave a card or the customer may feel intimidated and the card may not be used. If there is a negative response, make an appointment to correct the problem as soon as possible.

There is only one vote that counts when it comes to defining the quality level of the service we offer. That vote belongs to our customer. In the event the customer believes our quality level is poor, he or she simply does not call us on the carpet again.

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Ad value

One of the best values in advertising today is the internet. Total accesses to our web site exceeded seven million during 2008. Most visitors were looking for someone to service their carpets, furniture and hard floors. We know this because when they can't find a Bane-Clene operator in our locator service they call our toll-free number which is listed there.

Dramatic increases every year demonstrate the growth of internet usage by the consumer. You may use this web site and benefit from this advertising bargain for a one time fee of only $99. We'll build a special home page for you and link it to this valuable source of business or if you have a web site you may link it to ours. Call Don Terry at 800 428 9512, or click on, "Your own web site" at www.baneclene.com.

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Good time to start a business?

The Yellow Pages may give the impression that the market is saturated with cleaning firms. But less than 30 % of all installed carpet is ever professionally cleaned. Here's another statistic to think about. More than 80% of the cleaners listed in the yellow pages use voice mail to answer their calls and of those who advertise elsewhere, a majority use cheap room pricing.

These are definite advantages to anyone who advertises prudently and answers their phone. Indeed, it is a great time to start a carpet, hard floor and furniture cleaning business for another reason, too. Traditionally, this business improves during recessionary periods and according to the media we are in one of those now.

A cleaning service can be a successful, profitable endeavor no matter when you start it if you do your homework first. Get a head start by spending three days at Bane-Clene Institute to learn from people who have been in the cleaning business for forty-seven years.

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Celebrate Independence Day

Wave a flag tomorrow. Let your neighbors know you're proud to be an American and that you appreciate this country. With all of the political distractions it's sometimes difficult to remember that this is the greatest and most powerful nation on planet earth.

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Did You Know?

Credit bureaus are required to give you a report of any information they may have about you in their credit file. You can find out who has inquired about you, why credit was refused, have missing information added and erroneous information removed from your file. It's all covered by "The Fair Credit Reporting Act" passed by congress.

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Maintain Morale

To maintain morale during difficult economic times, company leaders should spend extra time communicating with employees. Do what you say you will do. Strive for reliability, consistency and predictability. Management at all levels should project a calm confidence and be honest. Don't scare people by describing a potential calamity that may cause them to lose their job.

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On arrival at the job

To put a customer at ease when you arrive at the job site, be sure to wear an identification badge with your certification number and a photograph. This helps instill a sense of security and establishes the fact that you are qualified to do the job. Offering brochures about extra services you offer makes it easier to get plus sales such as furniture cleaning, hard floor care and protectors.

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Selling A Service on the phone

A service is difficult to sell on the telephone because it can't be seen to make it easy to sell. There are 'in-your-face' consultants in our business who offer advice on how to close a sale. Don't try to emulate slick salespeople. Be yourself and sell with sincerity, honesty and integrity.

Offer to mail or hand deliver a brochure about your services as a closing thought in a phone inquiry. Establishing trust is important in making a sale on the telephone. Try this guarantee. "If you're not entirely pleased with our service there will be no charge." That's the strongest assurance a consumer can get and is unbeatable.

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Rewarding work

In this complicated world where workers sometimes never get to see the results of their efforts, our industry stands out as one that can recognize immediate accomplishments. Recently, a service technician said, "I enjoy this job because I can see, right now, what I've done, and I love it when customers rave about my work." That's real job satisfaction!

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Be proud

The great preacher, Norman Vincent Peale, spoke at three Bane-Clene conventions in the '80s. The last time Dr. Peale was with us in 1986, he said, "You people should be proud of what you do for a living. You make things clean and there are not many industries that can make that statement today."

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Whose fault is this?

A technician is asked to clean another room after the hoses are rolled up and he offers a feeble excuse for why he can't do it. The result is a disappointed customer and lost revenue for the company. Management is often guilty of hiring service employees without giving them adequate training and special instructions covering situations like this.

To develop a winning spirit, management must be willing to devote the time and money necessary to train and instill knowledge, job integrity and confidence in new employees. A friendly, caring attitude is indispensable to good customer service and must be sought at the time of hiring and then cultivated through guidance at regular meetings.

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Tough times?

Keep your business thriving by reaching out to customers with whom you've lost contact. Make "special offers" to current and past customers that are not available to new customers. Keep your mailing lists clean and be sure to mail "special introductory offers" to new prospects only. Nothing upsets a current customer like receiving a "special offer" for a newby when they didn't get it the last time you worked for them.

Strive to improve your customer satisfaction quotient. Do the little extra things you are taught at Bane-Clene Institute. Review your marketing program and revive policies that have worked for you in the past. Collect and make testimonials readily available for prospects to see. Make it easy for them to pick your company over the many competitors that are out there.

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Treating Customers Right

Customers can be turned off, not by price, but by apathy, carelessness and discourteous treatment. Every business fears a computer virus, but no business is immune from personnel who deal with the public in a lethargic way. With today's intense competition, greater emphasis must be placed on developing responsive employee attitudes.

Many service companies have failed to take to heart the fundamental policy that quality level at the point-of-sale is crucial to sustained revenue and profit. Lackluster results on balance sheets are usually matched by indifferent attitudes on the phone and by service technicians who are in a hurry to go home. While there are certainly exceptions, grouchy employees are too prevalent to be explained away as random incidents.

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An ode to the customer

You have my personal guarantee that you shall never see,
carpet and furniture more beautiful than that cleaned by me.

I'll move with caution so carefully through your house,
with determination and silence like a tiny church mouse.

I'll take your soil away with me and I'll do it ever so quick and quietly.
My way is environmentally good for you and all the rest of society.

Keeping your family and pets safe is my number one priority.
My tools and cleaning agents are known for their superiority.

My reward for this assignment is your smile as you admire.
An elation to which most cleaning technicians can only aspire.

When I listen to your praise, what more I can say.
I proudly cleaned for you, the Bane Clene Way®.

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Why am I not surprised?

A buyer for a big box store was sentenced to five years in prison for his role in a floorcovering vendor kickback scheme. He will have to pay nearly $1.2 million in restitution that he took in cash and gifts from flooring manufacturers to get their products in his company's stores. There are several more individuals being investigated in the scandal and arrests are likely. This says a lot about the ethics of sales management people and buyers on the take, doesn't it?

Other areas of corruption may soon come under scrutiny, too. Hopefully investigators will get into wide spread fraud and other allegations involving insurance adjusters, water and fire damage contractors, bidding improprieties and supply irregularities in peripheral industries. This is long overdue and could see many more go to jail.

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Double stroking technique

Some equipment makers put a device on a cleaning head to lock the solution valve in the “ON” position so the application is constant during the forward and reverse strokes. Salesmen tout the ease of operation and claim their equipment is so powerful it will allow the double stroking technique and the operator does not need to be constantly turning the valve off and on.

The truth is that this technique causes blotching as a result of over wetting. Solution soaks deeper into the carpet at the end of the back stroke as the direction of the cleaning head is reversed. The excess moisture is not picked up immediately by the vacuum head and is allowed to settle to the base of the carpet fibers causing uneven wetting.

When moisture wicks to the surface seeking air to dry, it evaporates and leaves a trace of any mineral or chemical content. The wet spots dry slower and leave more trace deposits than lightly moistened areas. Discoloration may not occur for weeks or even months after the carpet is cleaned and most times it is blamed on the carpet.

The single stroke technique taught at Bane-Clene Institute ensures that the cleaning solution is applied only on the back stroke. It is essential to learn the cutoff point at the end of the solution application stroke and pass the vacuum head beyond that point. Even wetting and thorough extraction leaves a carpet looking like new.

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Does size of business ensure success?

Planning, determination, firm principles, hard work and good service are the ingredients that have always been necessary to succeed beyond the norm. And bigger isn't necessarily better.

Rao's Restaurant in New York City is a notable example. Reservations must be made at least a year in advance. It is nearly impossible to dine at Rao's unless the owner invites you. Rao's has only ten tables and has been in the same location for 120 years.

When asked why he doesn't expand, the owner says he likes it that way and does not like to change. Perform your service well and continue to do so. You can charge top dollar and expand your client list only as you desire. Big isn't always better!

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Bane-Clene® keeps it simple!

Technicians measure to verify the price, pull in 2 hoses, plug in and clean carpets and furniture. They roll up the hoses, collect and leave! There's no water to hook up, no chemicals to blend and no expensive fuel to buy. Noise and fumes are non-existent and we take the dirty water with us.

No one does it better or for less cost. High quality engineering is backed by the best warranty, marketing and training programs in the business. Call us on the carpet®.

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Advertising

Talking with someone about advertising can be difficult, especially if he says something like, "I've been in business for 10 years and I don't need to advertise. All of my business comes from word of mouth." Ironically, this same man called me later to complain about his business being so bad and he wanted suggestions to improve it. I gave him several.

Later, I asked a 40-year veteran of the advertising business how he makes his case to such a non-believer. He said, "The church I go to has been in business for two thousand years and they still advertise. They have a sign out front, they're in the yellow pages, have an internet web site, publish a weekly bulletin and they ring their bell before every service, too."

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Furniture cleaning

Commercial and residential furniture cleaning can build customer relations by providing service that many cleaning firms do not offer. Profit margins can be greatly improved, especially if upholstery is cleaned during slow times or is scheduled at the same time carpet is being cleaned. Offering both wet and dry service means nearly all upholstery can be cleaned.

Cleaning furniture pays well, too. Large commercial carpet and upholstery cleaning contracts can result f rom cleaning in the homes of executives. Mailing a furniture cleaning brochure to both commercial and residential prospects will help stimulate this bonus business.

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Pricing service

It's easier to maintain a balance of costs, pricing and profits in times of a stable economy. When business opportunities are growing, inflation is minimal, and the cost of borrowing is low and available for equipment, inventory or expansion, pricing procedures are not as crucial.

But, in difficult times when the economy tightens, lending is constricted and inflation is heating up pay attention to business fundamentals. Pricing has to reflect the true cost of labor, material, overhead and profit. If just one of these elements is slighted, trouble will not be far behind.

Profit margins can be greatly increased by adding volume when fixed overhead does not expand. Square footage pricing has proven to be best in relating true costs to the price charged for each job. We have an adjustable price calculator in our catalog that is accurate and efficient if you need help establishing prices.

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Look professional

When making sales calls, dress the part. Wear proper business attire (not a uniform) and have shined shoes and hair neatly trimmed. Be five minutes early for an appointment. Use a firm handshake rather than a limp, cold fish feel, but don't try to put the person down on one knee.

Keep eye contact. Don't talk while looking at the floor or out a window. Be sure to sit up straight and do not slouch. Learn to listen to your prospects for cleaning services. They will tell you what they want if you listen. And don't forget to ask for the order!

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Doorknob Advertising

Some cleaning firms use this way to tell the neighbors that they have worked for a neighbor. Doorknob hangers may seem like a good idea, but before resorting to this type of advertising think seriously about it.

While some don't mind their neighbors knowing what they are doing, there are those who have just the opposite reaction. A survey found that a majority of consumers do not wish to be used as a referral unless they decide to do the referring.

Bane-Clene does not use doorknob hangers except in the event a customer is not at home for a scheduled appointment. A notice is left with information for rescheduling the service. Police say professional burglars watch for signs such as newspapers, doorknob hangers and circulars to tell if a resident is away for an extended period.

Bane-Clene has developed gift service certificates for those customers who offer a referral to others. This method promotes a solid referral business while never risking the chance of offending a customer who may not wish to be used as a reference.

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Abraham Lincoln said...

"You cannot help the poor by destroying the rich. You cannot strengthen the weak by weakening the strong. You cannot bring about prosperity by discouraging thrift. You cannot lift the wage earner up by pulling the wage payer down. You cannot further the brotherhood of man by inciting class hatred. You cannot build character and courage by taking away people's initiative and independence. You cannot help people permanently by doing for them, what they could and should do for themselves."

Some compare themselves to Mr. Lincoln, but have any of our so-called representatives in Washington ever read Lincoln's words? He also said, "No foreign power will ever walk the Blue Ridge or take a drink from the Ohio. If ever our nation shall fall, it will come from within."

http://www.hirhome.com/cfr.htm

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More than just advertising

The advertising class at Bane-Clene Institute explores the philosophies of advertising and identifies the market which best responds to the services we offer. The complete advertising and sales promotion program offers direct mail brochures, sales aids, business cards, letterheads, invoices and all the forms necessary to run a successful service company.

The "Referral Network" produces work nationwide through leads generated from the internet, our toll-free phone lines, magazine and radio ads and our many contacts in the carpet industry. There is no charge to join the network nor is there a charge for the referrals. There is a one-time fee of $99 for a link to baneclene.com.

These are not ideas dreamed up by a highly paid consultant. They come from the award winning* Service Division of Bane-Clene Corporation.

*Awards from the Better Business Bureau, Angie's List, consumer advocates and television stations have been presented to the company.

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The Last Bastion

Service people, entering a customer's home, are treading in a special place. It is the last bastion of privacy, serenity and safety in the life of the average consumer. Protect their property, treat them with respect and you'll be invited back again and again. Violate that trust and there will never be another opportunity to enter that sanctuary.

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Big banks, FRB, CFR, IMF,WB, UN,TC, S&B, etc., etc., etc!*

"If the American people ever allow private banks to control the issue of their currency, first by inflation, then by deflation, the banks and the corporations which grow up around them will deprive the people of all property until their children wake up homeless on the continent their father conquered." Thomas Jefferson

*Click on this link to get a history lesson about the alphabet soup in the heading.

http://www.hirhome.com/cfr.htm

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Long & short of advertising

A study examined the purchasing behavior of buyers who were exposed to specific ad campaigns and compared them to like buyers who didn't see the ads. More buyers exposed to the campaign bought the advertised product for nine of the ten products studied.

Sales volume increased for 80% of the products. Overall, sales increased over the short term among buyers exposed to the campaigns for the majority of the products. Long term, nearly everyone agrees advertsing works, but it has some short term impact , too.

Most carpet cleaning services want immediate and measurable gains in the short term and do not think long term. Too often, a business owner will quit just before the long term benefits of an ad campaign come to fruition.

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Don't be upset

Professional carpet cleaners often get upset over the misinformation dispensed by some carpet salespeople. Bad advice includes, but is not limited to; "Cleaning makes it resoil quickly;" or; "You should never get carpet wet," or, "Once you clean it, you'll have to clean it more often."

Arrange a meeting with the owner or manager of a carpet outlet. Offer a free demonstration at their home or place of business. Their reputation is on the line and you have to eliminate any doubt from their mind that you know what you're doing and your process is safe and effective.

Most important, don't forget to ask for the business and their support. Then follow up in a few weeks with another courtesy call. Do not assume that one successful demonstration or one cordial meeting has guaranteed a solid business relationship.

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Show Your Credentials

A consumer television program suggested that service personnel who go into residences should wear uniforms with photo identification badges. Bane-Clene Institute has been teaching this concept and the importance of photo ID badges for more than 30 years.

An identification badge with a current photograph of the technician helps promote a feeling of security for your customers. Professional Cleaners' Association (PCA) and Bane-Clene Certified Technician shoulder patches also help establish credibility and instill consumer confidence.

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Why am I not surprised

A product buyer for a big box store was recently sentenced to five years in prison for his role in a floorcovering vendor kickback scheme. He made about $200,000 a year in his job buying flooring for the chain and will have to pay nearly $1.2 million in restitution that he took in cash and gifts from flooring manufacturers to get their products in his company's stores.

There are several more being investigated in the scandal and other areas may come under scrutiny, too. Hopefully investigators will get into fraud and other allegations about insurance, bidding and supply irregularities in concurrent industries. It's long overdue!

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Soak & suck warning

Before you begin cleaning a carpet, do this simple test in a traffic lane. Kick the carpet with your foot or reach down and lift a few tufts. If the primary is delaminated from the secondary backing it will be easy to spot and may save you embarrassment and replacement of the carpet.

Cheap, inefficient extraction equipment available in most hardware stores is the problem. A carpet that has been soaked several times by one of these machines and then followed by a powerful, high-pressure, hot water unit may be delaminated and you'll get the blame for it.

You can clean this carpet without further problem, but if there is evidence of delamination, you should not proceed until you have the signed approval and confirmation by the customer that the delamination is a pre-existing condition and you are not responsible for it.

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Trickling down

Antron fiber is used by 20 commercial carpet mills and is a very good product for school applications. Invista, the fiber producer, has launched a website, antron.net/recovery/, for school renovations which will utilize funding available through the American Recovery and Reinvestment Act. Maybe we'll get to clean some of it.

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CFR

The banking debacle has one common denominator running through the whole sordid mess. The CFR (Council of Foreign Relations) is up to its eyeballs in every phase of this disaster from banking to Wall Street to the SEC. Their fingerprints are all over the government.

CFR members hold key positions in every segment of the calamity including the investigators and supposed regulators. This group, most with Ivy League pedigrees, have infiltrated the financial and political worlds to create the most incestuous financial disaster ever recorded.

Their strategy is to have one-world government (globalism) and one currency (not the dollar) which they can control. They have ignored the basic law of nature that in-breeding creates idiots and consequently the inmates are running the asylum.

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Clean Trucks

One of the best scenarios a carpet cleaner can hope for, is to have their service vehicle seen in someone's driveway. This is not only advertising, it is a testimonial that the resident is using the company's service. Neighbors and passers-by are exposed to this information.

A sparkling clean service truck says a great deal about the caliber of the service being offered by the cleaning company. People tend to judge others by outward appearances. Rightly or wrongly, that's the way it's done in our society.

A clean, well-lettered service truck translates to a high-quality service to many consumers. Conversely, a battered, dirty service vehicle may not even get a second look, much less a job. Keep those trucks clean!

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Can CRI/CSP solve carpet's dilemma?

The CRI/CSP (Certified Service Provider) program may be valuable if it were widely advertised by local carpet cleaners around the nation. But only 595 of the estimated 44,532 professional cleaning firms have signed up. Logistically, the numbers are not there to be successful.

The CRI testing program has caused confusion about the real root of consumer discontent with carpet. Most carpet complaints are not about professional cleaners. Nearly all professionals (not just Bane-Clene®) use good products in our services. Otherwise, we do not survive.

Complaints on the internet show that installation woes are still number one with consumers, followed by ill-informed carpet sales types, scheduling snafus and product substitution. There are even cases of retailers in bankruptcy taking deposits and not delivering the carpet.

Complaints about professional cleaners are not about chemicals or equipment. Overwhelmingly, they concern bait and switch ads and rude behavior. I've worked with TV personalities, BBBs and Angies' List exposing some of these. Nearly all other cleaning complaints originate from Do It Yourself, janitorial and in-house operators who use cheap products and unskilled labor.

The original CRI/SOA program for professional cleaners emphasized training, especially in customer relations, and placed the responsibility on industry schools. Certifying cleaning firms through these schools again would bring sorely needed numbers to the CSP program.

I have no suggestions for CRI about the DIY problem or for janitorial services and in-house operations which skimp on product quality and service frequency. They turn over their help too quickly to properly train them. But my answer to the headline question is a resounding, NO!

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Understanding the Stimulus Bill

A college student asked his economics professor to explain the stimulus bill. The professor said, "Come over to the swimming pool and I'll explain it." The professor gave the student a bucket and said, "Go to the deep end and fill the bucket, then go to the shallow end and pour it in."

After a number of trips from one end of the pool to the other, the confused student asked, "But why are we doing this?" The professor explained that he was trying to make the shallow end of the pool much deeper.

The student said, "But all we're doing is wasting our time and effort. When this process is over, both ends will be the same." The professor replied with a smile, "Congratulations my boy. Now you're beginning to understand the stimulus bill."

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Respect on the telephone

Begin by answering the phone promptly and giving your undivided attention to the caller. Use the caller's name whenever possible and use phrases like, "Thank you for calling." and "May I put you on hold?" Smile, too! A smile lights up your voice and I believe it can be detected.

Be positive! If you were the customer, how would you like to hear someone on the phone tell you bluntly, "No! We don't work Sunday!" Wouldn't it be much friendlier to say, "I'm so sorry, Mrs. (Name), but our technicians are off duty on Sunday."

Quoting company rules doesn't go over well with a prospect or a customer. Everyone knows there are rules, but if you relay them softly instead of calling the play like a baseball umpire, chances are their perception and reception of the rules will be more favorable.

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Tough time for business

In October of 2000, I wrote an article for a magazine about why cleaning companies fail. Most failures are caused by one or more of these reasons; under capitalization, poor planning, low cash flow, ignoring customers, procrastination, ineffective marketing, and having a closed mind.

This was written before the 9/11 catastrophe, the war on terror, skyrocketing oil prices and the current economic debacle. In retrospect, this has been a terrible decade, but surprisingly most of the people I know in our business are still in our business in spite of all that's happened.

Profits may be down a little and we may have to work a little harder bringing in business, but we're still here. Think about this when you watch the negative nightly news with its litany of troubles. I'd rather be in our business than a lot of others I can think of, wouldn't you?

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Who are they kidding?

A bait and switch cleaner who advertises $6.00 a room ran a help wanted ad that said their best man had earned $975.00 the prior week. He would have had to clean 162.5 rooms just to cover his pay. What about advertising, telephone, office help, insurance and truck expenses?

The next week another bait and switch advertiser had an ad for help in the same newspaper. It stated that a hard worker could earn $1,000.00 a week. Which only proves that the first liar doesn’t stand a chance.

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Insurance woes

Everyone is talking about bailouts, bonuses, foreign payments of our tax money and buck passing. Was the housing bubble started by congress? Did AIG get bailed out because they underwrite congressional pensions? Who in congress got campaign contributions from AIG?

But the most egregious legislation the corrupt politicians in Washington have ever proposed would make veterans use their own insurance for treatment at a VA hospital. That's one more way our inept congress has of saying, "Thank you for your service to our country."

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Food for thought

Wools of New Zealand has made its annual color forecast. They predict these colors for 2010 that sound good enough to eat. Whoever wrote this release must have been hungry at the time.

• Sumptuous tones of coffee, caramel, cocoa and melted chocolate blend with soft, warm, natural colors.
• Romantic hues of faded rose and mulberry intersperse with rich shades of wild berries, plums and violet.
• Fresh vegetable greens blend into herbal shades of olive.
• Mellowed golds diffuse into warm aromatic spice tones of cinnamon and burnt orange.
• Cool grays complement warm soft neutrals, ecological greens and rich, dark tones.
• Barely there pastels, frozen naturals and powdered minerals morph into meteorological inspired tones of stormy grays, teals and midnight blues.

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What would Thomas Paine say?

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What would Thomas Paine* say about the present state of affairs in America?
Click on the link below and scroll down to the video, then click on it to start.

http://rightsoup.com/and now a message from thomas paine/

* He was known as the father of the revolutionary war and I have always considered him to be one of the founding fathers even though there were many who did not appreciate his common sense approach to government. We need some of that in Washington today.

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Call it anything else

Polyester has such a bad reputation that Mohawk and DuPont petitioned the Federal Trade Commission to establish a new fiber subclass within the classification of polyester. Retailers were having trouble selling the new PTT fiber that is technically in the polyester family.

The application was made in 2006, and FTC has agreed to grant another fiber designation for the new product called Triexta. Mohawk SmartStrand, with DuPont's Sorona fiber should benefit from the change in regulation. Now they don't have to call it polyester.

The word is that the new fiber is better than polyester, but no information has been shared with the cleaning industry, that I know of, regarding the cleaning, maintenance or performance of the new fiber. But we'll find out, won't we?

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Now that's "American"

Tom Rennie, the well-known Scottish carpet consultant, was interviewed by Floor Focus magazine. He predicted the economy for the carpet industry would start a turn around in the second quarter of 2009. That sounds great and I hope he's right, but that remains to be seen!

He also said lower oil prices have made Nylon competitive with Polyester again which is certainly good news for carpet cleaners. There is a great deal of animosity by folks in the business about Polyester. Don Terry covers the cleaning of it thoroughly at our school.

But the most interesting thing he said is that carpet, unlike other floor covering, is a truly "American" product. Carpets, fibers, backings and adhesives are all made in America, by Americans, and are sold by Americans.

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Understanding the Stimulus Bill

A college student asked his economics professor to explain the stimulus bill. The professor said, "Come over to the swimming pool and I'll explain it." The professor gave the student a bucket and said, "Go to the deep end and fill the bucket then go to the shallow end and pour it in."

After a number of trips from one end of the pool to the other, the confused student asked, "But why are we doing this?" The professor explained, "We're trying to make the shallow end of the pool much deeper. Just keep dipping at the deep end and pouring at the shallow end."

The student said, "But all we're doing is wasting time and effort. When this process is over, everything will be at the same level. All we've done is waste our time." The professor replied with a smile, "Congratulations. Now you understand the stimulus bill."

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Gasoline under $2...WOW!

The mentality of consumers continues to amaze me. Maybe P. T. Barnum was right! Forget all those conservation promises. Stop thinking about independence from foreign oil. Quit talking about off-shore drilling. Get that old SUV out of mothballs. "Happy days are here again." *

Race from one traffic light to the next. In this down economy when no one has any spare cash, mash that gas pedal and burn that rubber off those tires. If your family owns two cars, be sure to drive 'em both. Don't plan an itinerary so two or more can ride together. That would save fuel.

Think about this. The drop in oil prices resulted from just talking about reducing our reliance on foreign oil during the presidential campaign. Imagine how low the price of oil would go if we actually put a drill in the ground and had the guts to do the things we talk about, like conserving energy, building new refineries and nuclear power plants. Oh! And driving sensibly.

* The theme song of the "Great Depression."

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Difference of opinion

A survey showed a huge difference of opinion between carpet cleaners and customers who changed services. Eighty percent of the dissatisfied customers gave one or more of these reasons for quitting; misleading advertising, failure to come back on complaints, rude treatment, tardiness, unkempt appearance or poor telephone manners.

When business owners were asked why they thought they lost the job, only 10% blamed their business practices, behavior of their employees or the quality of their service. The other 90% said that demanding or fickle customers, unethical price competition and changing demographics were the reasons they lost the business.

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Pure BS (Bait & Switch)

Bait and switch hurts the carpet industry more than poor quality workmanship by professional cleaners. Here's a link to the most recent example of the affliction that strikes our business every week in some part of the nation. Help stomp this out and you'll immediately see an improvement in the consumers' perception of carpet.

http://latimesblogs.latimes.com:80/lanow/2009/03/santa monica wa.html

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Respect your caller

Whether taking an order for service or answering a complaint, show respect on the phone. Good or bad news should be treated equally and politely. Listening is the key to good customer relations. Lead the caller by asking fact finding questions and be sure to listen to their answers.

Respect the caller's intelligence, too. Using technical jargon is a cardinal sin. The average consumer does not wish to become an expert in the cleaning field. But, don't assume they know nothing about the business. They could have had experiences with other cleaning firms and know enough to ask relevant questions.

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Jimmie sez: "Happy St. Patrick's day!"

People often ask about the origin of our little leprechaun. In 1969, my wife and I were on vacation in Florida and sent a St. Patrick's Day card featuring a leprechaun to her folks in Philadelphia. When we arrived back in Indianapolis, the exact card was in our mailbox.

At first we thought her folks had sent the card back to us that we had sent to them. It was the identical card but it was addressed, signed and postmarked in Philadelphia the very same day that we had mailed their card from Florida.

We'd been looking for a cartoon type character for our new residential carpet cleaning business and this seemed to be a good omen. A commercial artist sketched a leprechaun, we liked it and named him "Jimmie" after Elizabeth's father. Jimmie's been mighty good to us all these years.

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The customer is (still) always right

That old adage is truer today than ever! Difficult economic times make it even more demanding on those who provide services to the public. People are spending less money and becoming more particular with whom they spend it.

A scruffy appearance, jeans with holes in the knees, rude T shirts and crude behavior may be hip in television commercials but consumers looking for high quality furniture and carpet cleaning services want clean, courteous people to do the work for them.

Don't be misled by cleaners on internet chat rooms who brag about "FIRING" customers. You better not fire your boss. Don't fall for degenerate ideas from self-proclaimed marketing gurus who prescribe brash, in your face advertising and sales tactics that don't work in our business.

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Competition

Truck mounted carpet cleaning units that use gasoline can do a good job, but they're expensive to operate. Noise, maintenance costs, dead batteries, danger of fire or explosion, excessive down time for repairs and not being able to hook up to water in extremely cold weather are problems.

Some portable machines can do a good job, too. But they cost valuable time in setting up, taking down and stopping to fill and empty the clean water and recovery tanks. Blowing fuses, choking a vacuum system with foam build up and diminishing recovery are all common problems.

Professional cleaners make a profit when the cleaning head is moving across the carpet or the hard floor. Bane-Clene equipment has been developed over many years with these goals; high quality cleaning results, ease of operation, dependability and profit for the operator!

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Focus on sales

Professional athletes are able to project a laser-like focus on their game. Sales people sometimes have a hard time focusing on closing a sale. Cleaning technicians are often so busy cleaning they can’t focus on anything but going home.

The cleaning industry relies on sales. The person who books the job must be a salesperson. Technicians are salespeople that the company relies on for "plus sales." These often represent the degree of profit a company will realize.

Management must stress the importance of everyone selling the benefits of doing business with the firm. Showing pride in our appearance, our work environment and our equipment helps project a positive image that will help everyone in the company focus on success.

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What's wrong with this picture?

As a veteran of WWII, I remember talking with buddies about buying our own homes after the war. Basic freedoms, especially property rights, were in serious jeopardy because Hitler, Mussolini and Tojo wanted to dominate the world. WWII was a good cause.

It was a different enemy when I served in the Korean War. The domineering Communist state owned everything under those totalitarian regimes and deprived people of basic freedoms such as property rights. That war had a good cause although some had their doubts.

So much for two wars and ideology. I don't know how it is where you live, but I have homes in Indiana and Florida and those two states own everything. We're only caretakers. We pay exorbitant property taxes and the better we care for the property, the more we pay the state.

Instead of a dream to retire in a home without making payments, we're saddled with ever increasing property taxes. If you think the state doesn't own the home you live in, don't make your tax payment. You will be evicted from the state's property! King George wasn't that bad.

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Do you want people to like you?

You can help influence the way they feel about you by:

• Becoming genuinely interested in them.
• Smiling at them.
• Calling customers by their names.
• Becoming a good listener.
• Encouraging others to talk about themselves.
• Talking about their interests.
• Making them feel important, and doing it sincerely.

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Interesting article

The Wall Street Journal had an article on cleaning furniture during hard economic times. It explains why cleaning services are busy while many other industries are slowing down.

Between 2004 and 2008*, the number of inquiries to the Better Business Bureau about carpet and rug cleaners (many of which do upholstery) roughly doubled to 313,039, putting it in the top 1% of industries ranked. Yellow Pages ranks Carpet and Rug Cleaners 22nd out of more than 4,000 headings. That category had more than 88 million references last year.

This is the link to the journal article:

http://online.wsj.com/article/SB123499809059416999.html?mod=todays_us_personal_journal

* I think the country has been in a period of economic hard times that can be traced back to the 9/11 catastrophe. The '04 to '08 increase in BBB inquiries seems to support that theory. In my opinion the wild growth of the past few years has been artificially induced and was bound to come to a harsh ending.

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Pardon me for tootin' our horn

Bane-Clene’s service company in Indianapolis has again been given Angie’s List "Super Service Award." It is presented to those who consistently maintain a superior service rating. Fewer than 5% of the businesses rated on Angie’s List are eligible for this award, and even fewer than that actually receive it.

Angie’s List is the fastest growing consumer organization in the world. More than 500,000 members in 124 major cities submit more than 20,000 reports each month. They describe their project and grade the company’s response time, prices and quality of workmanship.

The management and employees of Bane Clene are extremely proud and grateful for this prestigious award and extend our sincere appreciation along with our pledge to continue to earn the trust of Angie’s List and its many loyal patrons.

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Keep on Truckin'

Check out a driver's record before you hand the keys to your truck over to a new employee. Every state has a Department of Motor Vehicles (DMV) which can generate a Motor Vehicle Record (MVR) on anyone with a driver's license. Most work in conjunction with other states so you can often obtain a report even on someone who has just moved to your locale from another state.

After ensuring their legality, check their credibility by riding with the new employee. In about five minutes you can tell if they are proficient and polite behind the wheel. If not, don't trust them with your company vehicle and the concurrent liabilities.

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Freedom

There are people in government who think the words "under God" should not be on our money and the Ten Commandments should not be on government property. That is their right as an American, so be it. But, they should not participate in holidays which honor God.

If atheists work for the post office, they should deliver the mail on Christmas and Easter and every Sunday. If they are in the Senate or House of Representatives, they should not go home for Christmas and should work every Sunday to try to make up for some of the waste in Washington.

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Handling mistakes

Mistakes have brought giant corporations to their knees. A cleaning service can be destroyed by employee (or owner) mistakes. Anyone who does anything worthwhile makes mistakes. The secret is to make fewer mistakes than everyone else.

Handling mistakes is critical. A “blow up” may lose an employee. An employee may bristle and get even for the chewing out. There may be ramifications from others who thought the errant employee was over penalized or was let off the hook too easily.

Punishment is the least used technique in dealing with mistakes today. More often, a supervisor just chews a little, stews a little and then tries to forget the matter. Meanwhile, the error producer sometimes doesn't even know the extent of the damage that resulted.

Three times when you should not say anything of importance to another person are when they are tired, angry or have just made a mistake. In baseball, a good manager hardly ever says anything to a player after an error is made. In fact, he won't say anything until a day or two later and then only in a constructive way.

Chewing a person out in front of others is a sure way to lose their confidence. Embarrassment can injure the self assurance of the person to a degree that they never recover from the experience. Think about the last time someone really chewed on you. No fun, was it?

Talk with the “guilty” party, a day or two after a mistake and define the way to do it right. You've cooled down by that time, and the initial embarrassment of the employee has waned. Handle the matter professionally, coolly and constructively. And above all never discuss the mistake, as a matter of gossip, with other people in the company.

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Sell The Sizzle

Elmer Wheeler made a fortune with the slogan, "Don't sell the steak; sell the sizzle." He told a manufacturer of drill bits that selling a 'round hole' was the key to more sales. Customers are motivated by different things. If you want to make friends with a horse, give him an apple. Give a dog meat, but it won't work the other way around.

Customers are interested in clean floors, carpets and furniture. In your sales presentation, make sure to mention "external extraction"® and tell the prospect about the benefits of removing soil, waste water and foul smelling air from the building or home.

Point out that your process leaves the carpet soft and residue free so it will not attract and hold dirt. Mention that you do not bring heavy, cumbersome equipment into the home where it may damage paint, wallpaper and furnishings.

And don't forget to stress safety. You don't generate carbon monoxide and you use gentle, safe pressures and temperatures. If a prospect has questions you can't answer, invite them to visit www.baneclene.com/.

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Tips for managing money*

• Control spending. In a "Keep up with the Jones" society it is easy to get carried away and spend more than we can afford.
• Finalize budgets for an entire year. Establish a budget you can afford and stick with it!
• Limit Credit. Be wary of offers of 6 months to a year (same as cash) transactions. If accounts are not paid in full, interest rates can exceed 24% (retroactive to day one of the transaction)!
• Pay Bills on Time. This is the first priority of a business. When there is a surplus we can buy those little extras that make life more pleasant.
• Keep Debt to Income Ratio at 20% or less. This is the most difficult factor to achieve but also the most important.

* Too late for the feds.

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Be Competitive

Some think being competitive means working for a low price. That's wrong! We need to charge enough to make a net profit of 10 to 20 percent of our gross income. Being competitive means making very few mistakes while providing a level of service that will encourage customers to recommend us to their friends.

This strategy places us in a select market that is recession proof and takes us out of the realm of the pure price shopper. Bane Clene operators enjoy the rewards of lower operating costs, easier working conditions and virtually fool proof operation. That's a pretty good head start.

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Sapientia Romana

"The budget should be balanced, the Treasury should be refilled, public debt should be reduced, the arrogance of officialdom should be tempered and controlled, and the assistance to foreign lands should be curtailed lest the government become bankrupt. People must again learn to work, instead of living on public assistance." Cicero 55 BC

And so it was and so it has always been. The Roman empire collapsed even with this ominous warning. Watching the Super Bowl and seeing the refused PETA commercials that got free exposure on all the news channels, reminds me of a story about the decadent Romans. They had replicas of genitals for door knockers as the Empire stood on the doorstep of oblivion.

Is there a lesson for the U. S.A. here?

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Kevin Stark on Floor Radio

This link will take you to one of the best interviews I've heard in a long time. Dave Foster on WBLJ radio interviewed Kevin Stark. Click on the link below for some really good information that will be interesting to people in the cleaning business and especially to carpet retailers.

www.talkfloor.com/uploads/interviews01 09/kevinstark 0127 9 4531.mp3

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An interesting day

There's an old story about a sailor renting a rowboat while on shore leave! On February 4th, I was on vacation, but I spent the day looking at carpet with Eddie Flicker. He's legend in an industry that has become anti-carpet. He's with Pasco County schools in Florida and is proud of his carpet care program. And he should be proud. His properties looked great.

Several people had asked me to visit Eddie to see how he promotes and cares for carpet. All of those folks share a common goal of making carpet "THE" floor covering of choice. A sad testimonial is that some asked to remain nameless for fear of industry politics and reprisals.

Eddie does his own testing on products he uses and in a note of full disclosure, none of them come from my company. I didn't agree with the HWE portion which was poorly represented by the equipment chosen, but his testing protocol was simple and flawless.

Eddie Flicker is a proponent of good training and a staunch believer in communicating with his staff. Isn't that a novel approach to getting the job done right? I met several of his employees and saw a thread that obviously starts at the top. They all want nice looking carpet.

In a high school I saw sixteen year old carpet that had been flooded by a leaking air conditioner and it looked good after service. We went to a kindergarten where five year old children were sitting on six year old roll goods on the class room floor. That carpet looked like new.

It may be prudent for CRI to take a hard look at this project and forget their complicated and costly equipment testing program. Approving cleaning industry schools, which was the backbone of the original SOA program, would be a breath of fresh air in a stagnant industry.

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Advertising Costs

It may cost six times more for a business to acquire a new customer than to keep one it already has. Always remember that others are trying to win their business. A brochure mailed to your customer list periodically is a good way to let them know you are thinking of them.

Rotate three or more good quality brochures so the same one is not mailed two times in succession. Mail your customer list at least three times each year. A special offer which is not made to the general public is a good public relations gesture. Do this once each year.

The quality of the mailing piece is important, too. A cheap flyer may subconsciously be perceived by the customer as the image of your company. High quality, full color mailing pieces are most effective.

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Thank you

Today is a very special day for my family. Forty seven years ago the four Banes (Elizabeth, Bill Jr., Don and myself followed the "American Dream." We went on the very first job for our new little company and all these years later, the four of us are still working together. What a blessing!

We've been blessed with good health, terrific employees and great vendors for which we're so grateful. But most special to us are our customers. Without you we would have no business.

Thank you!

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* Follow the money!

"It began in 1921 as a front organization for J. P. Morgan & Co. By WWII it had acquired unrivaled influence on American foreign policy. Hundreds of U. S. government administrators have been drawn from its ranks, regardless of which party occupied the White House. But what does the Council of Foreign Relations stand for? Why do the major media avoid discussing it? What has been its impact on America's past and what is it planning for the future?" James Perloff

* In 1988 James Perloff wrote, The Shadows of Power. Read it for some shocking answers to today's political and economic mess. The book is still in print. If you understand why this is happening, it will help you devise a plan for the future.

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My competitors

My competitors do more for me than my friends do.
My friends are too polite to point out my weaknesses, but my competitors will go to great expense to tell of them.
My competitors are efficient, diligent, hard working and attentive.
They make me search for ways to improve my products and my services.
My competitors would take my business from me if they could.
This keeps me alert to hold on to what I have.
If I had no competitors, I'd be lazy...incompetent...inattentive.
I need this discipline they enforce upon me.
I salute my competitors, they've been good to me.
God bless them all !

Author unknown.

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Advertising Tip

Do you want to commit advertising suicide? Then try telephone solicitation, computer dialing devices, e mail selling, door to door canvassing, flyers on windshields at church and mall parking lots, door knob hangers or junk fax as a way to reach prospects!

Most consumers say they consider these an obnoxious intrusion into their private lives or surroundings. This kind of promotion will probably offend rather than impress prospective clients. Don't take that chance!

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ServiceMaster® Coup

ServiceMaster has signed an agreement to be the official sponsor of the yellow flag caution period during races at sixty Speedway Motorsports Incorporated (SMI) races across the nation. The ServiceMaster yellow trucks will clean up the track whenever there is a mishap or accident. Congratulations to ServiceMaster on this marketing coup.

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A Positive Attitude

If you work with an irritable person, don't let his or her attitude rub off on you.

• Control your actions - don't overreact.
• Stay calm. Grumpy needs some one to irritate.
• Relax the tension. Don't let grumpy make you stressed.
• Break the tension with humor. A little harmless joke can lift spirits.

Have a talk with grumpy. One on one try to find out what's wrong and offer your help. The grump must be told that problems need to be kept out of the workplace. Practice what you preach. Keep your attitude upbeat and encourage others to act in a positive manner.

Don't try any of the above on a grumpy customer.

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Friend or Foe?

Recently I spoke with a carpet cleaner who was concerned about doing business with a carpet retailer. He feared the retailer might get into the cleaning business. Although I understood his reservations, I explained the potential business there may be through referrals from the retailer.

Not all carpet retailers are interested in being in the cleaning business. Most are simply looking for a competent cleaner to take care of their customers. Stop by your local carpet retailer, introduce yourself and offer a demonstration to their sales staff on the importance of cleaning.

Demonstrations for local retailers and their sales staff have had these results. They were happy to know there was someone who could take care of their customers and answer cleaning questions. Some cleaners even have access to the retailer’s customer list and offer cleaning as an in house warranty when customers buy carpet.

Friend or foe? You make the call.

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Tough decisions

In difficult times companies make substantial reductions in staff. Wall street and the media congratulate CEOs for making "tough decisions" and they're usually rewarded with generous bonuses. The government and the media agree that these are tough times so how about cutting some of the 150 million earmarked for the inauguration ceremonies..

Government, which is bankrupt, and the politicians who use it as their playground, should make some tough decisions. They could reduce House members from 435 to 300, Senators from 100 to 50 and reduce the remaining staffs by 25%. Smaller committees would mean more efficient resolution of issues and it would be easier to keep track of our representatives.

Sadly, those eliminated wouldn't even be missed. Congress went on vacation for the holidays when the nation had the well-publicized economic problems. At least three senators have not been on the job for more than two years. While they were on the campaign trail they drew full pay, full benefits and probably slipped in a few travel vouchers.

The approximate savings (with all the attendant reduction in pork) could be more than $3 trillion per year (maybe more) and might help the country get back on better fiscal footing.

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Blame the Carpet

Blotching is often treated as a mystery spot or a carpet defect and is seldom blamed on the cleaning process. One of the secrets of success in extraction cleaning is the even wetting of the carpet surface. Double stroking causes uneven wetting. This is but one of many subtle differences in the various methods used in the extraction process.

Double stroking is the lazy way to clean. It causes blotching and usually over wets the carpet, which results in lengthy drying times. Single stroking is a mark of care and good workmanship. Craftsmanship is an important part of any successful cleaning operation.

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Cell Phones

There may be a temptation to use a cell phone to run a business. Be careful before committing to doing away with wired phone service. Dropped calls, garbled transmissions and overriding interference in high use areas are the downside of this wonderful tool. Any one of these annoyances could cost you a customer and customers are very expensive to obtain.

The use of a cell phone to communicate between office and employees is excellent and is far better than the old permanently mounted radios. But, don't try to book jobs on a cell phone. One job lost is far too costly.

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Welcome to 2009

In the mid '80s, there was a flurry of Kawasaki syndrome fear and generally carpet and carpet shampoo were identified as possible causes. To help debunk this myth, I interviewed several pediatricians. One was Wendell Brown, who had been our boy's doctor. Dr. Brown said, "The only time I have seen Kawasaki syndrome is in my pro bono work at a free clinic. The people I saw probably never owned a carpet and if they did, certainly never had it cleaned."

As if things are not tough enough, John Travolta's 16 year old son has died and Kawasaki syndrome is given as a possible cause. In the early '90s, Travolta told Larry King this about his son. "I was obsessive about cleaning, so we constantly had the carpets cleaned. And I think, between him, the fumes and walking around, maybe picking up pieces or something, he got Kawasaki syndrome."

The hungry press is on this like stink on a skunk, so be ready.

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Thoughts on bid work

For two years back in the mid '60s, I had a large janitorial account at a truck terminal that required service 365/24/7. There were three full time and seven part time employees assigned to the job. I even hired a very short person to sweep the space under the trucks at the loading docks because the 100 bays were very seldom unoccupied.

When renewal time rolled around, McLean Truck Line's local manager, Harold Butler, called me to his office. He explained that he really liked my service, but that his management manual required him to put the job out for bid every other year. It also instructed him that the price must be less each time he awarded the contract.

I told Mr. Butler that I didn't want a bid form because I intended to raise the price in order to maintain the quality level of the service and I didn't get the contract. But, the next year my company profit margin increased slightly and Wm. F. Bane Co., is still in business today. McLean Truck Lines is not. There's probably a moral in here somewhere!

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Customer Service

A quick and effective resolution of any conflict with a customer can actually increase their loyalty to your company. A majority of customers will continue doing business with you if they feel you have corrected the problem that instigated the complaint.

Empathize with a customer's emotions. Listen carefully and get as many "specifics" as possible and then clearly restate the problem. Confirm that both parties agree, offer as many alternatives as possible and then allow the customer to decide on which alternative to use.

Most important....fix the problem.

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Collecting Past Due Accounts

Tough times bring on slow pay with some of your accounts receivable. The first rule is to not let them lie too long. If a reminder is ignored, a second reminder will likely get the same treatment. At this point, a telephone call is in order to see if there is a problem on your part that may be the reason the account has not been paid.

If the delay is the result of a complaint, make the necessary corrections as soon as possible, then bill the account again. If there is not a problem with the service, try to get a commitment as to when the customer intends to pay the account.

Calls should be courteous and as short as possible. Repeated calls at off hours may be interpreted as harassment. When it is apparent that the customer does not intend to pay (90 days would be a good rule of thumb), the matter should be turned over to a collection agency and a mechanic's lien might be appropriate.

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Happy New Year

May you and your family have a blessed, happy and prosperous new year.

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The Cleaner's Creed...I will:

Respect my profession, my reputation and myself
Be honest and fair with my customers and my employees
Act as a custodian of the cleaning industry's good name
Be a person whose word carries weight with my fellow cleaners
Be a booster, not a knocker; a pusher, not a kicker; a motor, not a clog
Base my expectations of reward on a solid foundation of service rendered
Be willing to pay the price in honest effort
Look upon my work as opportunity, not as drudgery to be reluctantly endured
Remember that success lies in my abilities, ambition, courage and determination
Expect difficulties and force my way through them
Convert hard experience into capital for future struggles
Believe in my profession heart and soul
Carry an air of optimism into the presence of possible customers
Make every hour bring dividends in fees, knowledge, or healthful recreation
Learn to save money as well as earn it
Cut out expensive amusements until I can afford them
Get a grip on the joys of life; play the game with honor; fight against my own weaknesses; and endeavor to grow as an individual every single day.

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Merry Christmas

May you and your family have a very joyous and blessed Christmas.

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Everyone gains by a positive attitude!

Positive and negative attitudes seem to perpetuate themselves, and are infectious. Everyone we come in contact with is affected by our attitude and vice versa. A positive attitude projects confidence; a negative attitude projects failure.

Attitude is something we can control. To project a positive attitude, we should have a smile on our face when we greet someone or talk to a prospect or customer on the telephone. Not only will we feel better, but those we work with and our customers will be more relaxed and confident.

If we’re in a bad mood, we need to take a break and get our emotions under control. Personal problems should never be discussed with a customer. Even fellow employees will shy away from someone who complains all the time.

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Phone management

Make phone calls in bunches. This applies to both returning calls and making planned calls. Make rough notes about points you want to make in each call and try not to waste time in idle conversation beyond being polite.

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Thieves at work

Trucks parked outdoors are an open invitation to thieves. Tires, batteries and equipment may be stolen, and sometimes even the truck itself may disappear. An alarm system is a good investment on a service vehicle loaded with equipment.

Never leave a truck with the engine running while on the job. Besides being an invitation to thieves, it is also against the law in many municipalities.

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Take time to think

If you are the owner of a "one-truck" carpet cleaning company, you are hard pressed to find the time to think constructively. Besides doing all of the work, you are the manager, accountant, sales rep, advertising agent, technician and public relations department along with the many other chores that are part of owning a service business.

When you come in from a full day's schedule of cleaning, you probably don't have the time or feel like making courtesy calls on customers, sales calls on prospects, writing letters that are important in business or thinking ahead to the next seasonal promotion you need to be planning right now. Usually it's this planning that is completely lost in the day to day activities of a busy owner/operator.

To help with this problem, schedule time to do nothing but "think." By spending some time in thinking ahead, you'll be able to plan work loads, have more steady work lined up, raise your profit level and in general, you won't be running in circles as much as you once did.

Take a few days to attend classes at Bane Clene Institute. It will help you manage your business better. You will return refreshed and ready to tackle the problems that lay ahead.

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Phone quotes

A web site offering consumer advice for selecting a carpet cleaner doesn't do a favor for anyone in the cleaning business. They make arranging for service sound like a major ordeal by suggesting multiple interviews and even demanding to sign a contract. The worst advice they give is telling consumers they should never accept a price quotation on the telephone.

Two prominent expenses in a service business are time and transportation. One trip instead of two means significant savings in labor costs. Petroleum prices make an extra trip prohibitive, too. Besides payroll savings, less travel means reduced oil consumption and traffic congestion. Fewer trips can also give a much needed assist to the environment.

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What a job!

A young man saw a want ad for a carpet cleaner in his local paper. He told his wife this was the job he'd been looking for all his life. It offers quick, monetary promotions and he told her that in just two years he'd be rich.

Here's what the want ad said: "Wanted Man to learn carpet cleaning business. 35K to start - 401K after the first year. Call 555 XXXX for interview."

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New school program

Bane Clene Institute has been revamped to meet the ever changing needs and wishes of our customers. There are courses in wood, stone and tile floor maintenance scheduled on weeks with our regular three day school on carpet care and business management.

You can come for any of the events or stay the whole week for the three-day school, too. Call 800 428 9512 for registration, for available dates or for more information.

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Sunday is a special day

"Remember Pearl Harbor?" That was the battle cry of WWII. President Franklin D. Roosevelt said, "Sunday, December 7, 1941, a day that will live in infamy..." Not many are alive who remember that fateful Sunday morning when the dastardly attack took place on our Pacific Fleet. Those who were, will never forget.

"Remember the Alamo" and "Remember the Maine" are slogans that would never be forgotten...but now they are relegated to the pages of tattered history books that are routinely ignored by many teachers. "Remember September 11" is the latest of infamous events that unfortunately will soon be just a faded memory.

Thank God for the brave troops who protect our freedom and for the first responders who protect us in this land of plenty. With all of our problems, people still want to come here legally or illegally. But, freedom is not free!

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Call 'Us' On The Carpet®

Real, live, helpful people answer our telephones at Bane-Clene and you will hardly ever be put on hold or into voice mail during business hours. You can talk to anyone from the shipping department to the service company, and the president, two vice presidents, managers and everyone in between are on call. Just ask!

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Achieving a goal

Instead of being annoyed when you hold a door for a stranger or let a vehicle merge in front of you.... and you do not receive an acknowledgement of appreciation, remember that you accomplished your goal. It shouldn’t really matter if you were thanked or not.

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Carpet retailers are prospects

Carpet cleaners should introduce themselves to prominent local carpet retailers who get calls from their customers asking about cleaning and maintenance. These stores can be tremendous resources of new business!

Information from carpet mills indicate conditions are changing to encourage a closer retailer/carpet cleaner relationship. Some mills and fiber producers suggest that a store selling their products should ensure that cleaning be done by a professional.

Most retailers no longer ignore cleaning and some have even added carpet cleaning to their menu of services. Most, however, do not want to be in the cleaning business. Don't let your competitor get to these stores first! Offering a demonstration of your services in the home of the owner or manager is a good entré.

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Happy Thanksgiving

May you and yours have a blessed and enjoyable Thanksgiving day tomorrow. We have so much to be thankful for in this country and in our businesses. Even though we sometimes get down on it, we're living and working in the best country in the world.

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Do you think you can?

If you think you are beaten, you are.
If you think you dare not, you don't.
If you'd like to win but think you can't,
It's almost a cinch that you won't.

If you think you'll lose, you've already lost.
For out in the world we find,
success begins with a person's will.
It's all in your state of mind.

Life's rewards don't always go,
to the stronger or faster man.
But sooner or later, the man who wins,
is the man who thinks he can. (women, too!)

Author unknown

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Sheriff's gone to dogs...saves $15 million

There's more to know about the cantankerous Sheriff Joe Arpaio, of Maricopa County in Arizona. The county was spending $18 million a year on stray animals. He offered to take the department over, and the animal shelters are now staffed and operated by prisoners.

They feed and care for strays. Every animal walked twice daily. Prisoners are experts in animal nutrition and behavior and give classes for anyone who adopts an animal. He has taken strays off the street, given them to the care of prisoners, and his budget is under $3 million.

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Good internet problem

The internet is the biggest success story of the past ten years. Bane Clene's web site, www.baneclene.com was accessed more than 8 million times last year. Most of the visitors were consumers seeking a reliable cleaning service. We know this because when they can't find a cleaning firm with a link they call our toll free number for the referral.

Bane-Clene operators with a link to our web site help relieve heavy use of the watts lines which often times are overloaded with consumer calls. If you are part of the referral network, please contact Don Terry to arrange a direct link for you.

Thanks for your help in solving this "GOOD" problem!

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A Love Affair

“You say you love me, but sometimes you don’t show it. In the beginning you couldn't do enough for me. Now you seem to take me for granted. Some days I wonder if I mean anything at all to you.

“Maybe when I’m gone you’ll appreciate me and all the things I do for you. I’m responsible for the food on your table, the clothes you wear, the welfare of your home and for the thousand and one things you want and need. If it weren’t for me, you wouldn’t have the car you drive or the house you live in.

“I've kept quiet and waited to see how long it would take for you to realize how much you really need me. Cherish me...take good care of me...and I’ll take good care of you. “I’M YOUR JOB!”

Anonymous

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Employee gripes

What do you think is one of the basic gripes employees have today? If you said "lack of appreciation," you're right. Most people don't mind doing a day's work, but they want to be recognized for their efforts. If appreciation is not forthcoming, the average employee soon becomes discouraged and may seek employment elsewhere.

Many employers say, "They're getting paid, aren't they? Nobody pats me on the back when I do my job!" Employer/employee relations in business today takes more effort than in years past. The world of business is more complicated than ever before.

A meeting between management and staff may confront small gripes before they become big problems. Have regular meetings for new ideas, to air grievances, seek solutions to problems and especially to compliment people for a job well done.

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Professional drivers

Reckless driving and careless maintenance are signs that drivers really don't care about their profession or the safety of others. A good driver is courteous, cautious, obeys speed limits and is always watchful for others who may not be driving that way.

The good professional driver checks gasoline, oil, water and tires before leaving the garage because that vehicle is responsible for all of the income that will be earned that day.

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Happy 233rd Birthday

On this day in 1775 a small group got together at Tun Tavern in Philadelphia to found the United States Marine Corps. Following is the resolution adopted by the Continental Congress:

"Resolved, That two Battalions of Marines be raised, consisting of one Colonel, two Lieutenant Colonels, two Majors, and other officers as usual in other regiments; and that they consist of an equal number of Privates with other Battalions; that particular care be taken, that no persons be appointed to office, or enlisted into said Battalions, but such as are good seamen, or so acquainted with maritime affairs as to be able to serve to advantage by sea when required: that they be enlisted and commissioned to serve for and during the present war between Great Britain and the Colonies, unless dismissed by order of Congress: that they be distinguished by the names of the First and Second Battalions of American Marines, and that they be considered part of the number which the Continental Army before Boston is ordered to consist of."

From that humble beginning of two battalions, the Corps grew to six divisions during WWII. I was proud to serve in the 4th Division which was disbanded after the war. Today there are only three divisions but these battle-ready forces with new weaponry and rapid transport are the equivalent of six divisions during the big war.

From one old Jarhead to all who have served and to all you modern-day warriors ...."Semper Fi and happy birthday!"

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Carpeting Cuts Fuel

Kansas State University did a fuel consumption comparison with two buildings and determined that the carpeted building saved 13.4% on heating costs. The advisory on ways to conserve fuel and energy said to put carpet on hard floors, weather strip windows, insulate attics, close off unused rooms and even put carpet in finished attics, basements and the crawl space under a home. According to Kansas State University, the insulating qualities of carpet help in the summer time, too, when the building is being cooled.

Does this sound like something recently published because of high fuel and home heating costs? These excerpts were taken from a column called "Your money's worth" which was published in newspapers across the land. It was written by Sylvia Porter, February 14, 1976.

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Workaholic or time waster?

Are you a workaholic because you work 70 or more hours a week or is that long work week a result of poor organization? Delegation and self discipline will help shorten a workweek to more manageable hours.

The use of professional accountants, lawyers, advertising people and business consultants will help with tasks that may be out of the scope of your capabilities. If you are working that many hours, maybe a refresher course at Bane-Clene Institute or one of the many industry schools may be the answer to shortening your work schedule.

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They've done it again

For several years Stanley Steemer has led our industry in advertising with a catchy jingle and very positive television commercials. Their latest has a cute child in the lead-in and is without a doubt the most appealing of all of their ads.

Stanley Steemer is doing our industry a tremendous service with these classy and clever commercials. They sure beat the typical bash type ads that are so prominent in the business.

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Strategy Pays Off

The majority of the cleaning industry goes after the largest market which is the price shopper. It is estimated that about 75% of those who purchase carpet and upholstery cleaning service look for the cheapest price. The other 25% are concerned with quality, safety and performance.

This 25% of the market is suggested to those who attend Bane Clene Institute. The success of this strategy is more evident in a period of recession than any other time. The high end market remains stable and fertile while the price market has lessened considerably.

Working for the high end market, those who consider cleaning a necessity not a luxury, doesn't necessarily mean that Bane-Clene operators are the highest in price either. In fact, many of the so called "price" operators charge considerably more because of the hard up sell after the low come on price in their advertising.

Many victims of 'bait and switch,' advertisers eventually become customers of the company that shows stability, sensibility and credibility in their advertising approach.

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Rude Drivers?

Is a well lettered vehicle an asset in advertising? Not always! How many prospective customers do you think will be attracted by a driver jockeying in and out of traffic with the company name readable a block away? But the worst is the driver who won’t let a motorist out of a parking lot into a busy traffic lane.

The results of rude driving practices are guaranteed. Those who are denied an entrance to a traffic lane, or may be abruptly cut off, or frightened out of their wits, will certainly remember the nice truck with the slogan “Call ‘Us’ On The Carpet®.” But they won’t do it!

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"Happy days are here again"

"Drill baby drill." The price of gasoline topped $4 and that chant resonated through political campaigns. It looked for a little while like we might actually utilize some of our country's natural resources. Boone Pickens was on TV as much as the candidates touting CNG and wind power.

The economy has gone to pot, people started to conserve a little and the oil producing folks saw the trend. Gasoline prices miraculously dropped, and now everyone is saying, "Whew, what a relief." Drilling will go by the wayside since congress didn't want to do it anyway and we'll start buying those big pickups and SUV's again. How dumb can we get?

For you young folks, "Happy days are here again" was the theme song of the great depression.

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Common carpet complaints

Common carpet complaints 10/24/08

One internet complaint site has 120 grievances about carpet installation, far more than any other category including carpet sales and carpet cleaning. Most installation complaints involved big box stores and high volume television merchants. Other sites had similar complaints with about the same percentage being installation related.

Maybe carpet makers should re evaluate to whom they sell their carpet. Does volume supersede everything else? Apparently it does! Support for small carpet retailers who care more about consumer satisfaction than volume might correct the dramatic decline in demand for carpet.

Psst CRI... there were NO complaints about cleaning equipment or chemical products. The few carpet cleaners mentioned were bait & switch types. Now if the same effort and money spent on a lackluster testing program were re-directed to fighting bait and switch advertisers .... WOW!

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Marketing Strategy

Many companies spend most of their ad budget on 'missionary' advertising designed to reach new customers. This can be an unconscious snub to current customers. They may not feel good about paying you for a service and then seeing a special promotion offering new customers something extra or for less money than they paid.

When your customer base has been built to a respectable level, spend more of your ad budget on your clients than on getting new customers. Present customers know you and your service. They can be your best promoters and they work free.

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Tips for selling on the phone

The telephone brings most of our customers to us the first time in the cleaning business. That's their first impression of us! A smile is contagious, and a smile can be transmitted through telephone wires. Greet customers with a smile in your voice, and you can be certain you're making a good first impression.

Be sincere when talking with customers. Confidence in your service is conveyed through your sincerity. Be polite! Don't forget simple phrases such as, "How may I help you?" "Is there anything else I can do to help you today?" And be sure to say, "Thank you for calling," or "Thank you for your order."

Try to avoid saying "no" to a customer. If asked to do something unusual, let them know that you will try! This positive approach doesn't promise anything, but reassures them of your desire to help. Remember, the customer is our boss! They may not sign our pay check, but without them, we won't have a pay check.

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Too Busy To Clean?

Establish priorities in your business. Exactly where is your income derived? We only make money when we are cleaning carpets, furniture, hard floors or other items on our menu of services. Everything else is a drag on our time and our profit.

Some people in the cleaning business get so wrapped up in writing advertising copy, doing their own taxes, writing their own employment contract, blending their own chemicals or programming their own computers, that they lose sight of where their income really originates.

For success in the cleaning business, all we need to know is how to satisfy our customers. If we practice this philosophy, delight those customers and leave all other aspects of the business to the professionals in their fields, we'll enjoy life much more.

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Some closing points in selling

In your sales presentation, be sure to mention "external extraction"® and tell the prospect about the benefits of removing soil, waste water and foul smelling air from the building or home. This is a good one.

Point out that your process leaves the carpet soft and residue free so it will not attract and hold dirt. Mention that you do not bring heavy, cumbersome equipment into the home where it may damage paint, wallpaper and furnishings.

And don't forget to stress safety. You don't generate carbon monoxide and you use gentle, safe pressures and temperatures. If a prospect has questions you can't answer, invite them to visit www.baneclene.com.

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Advertising tip

If you use the Bane-Clene hose bordered ad in the Yellow Pages, use it in your newspaper and circular advertising, too. It ties all of your advertising together and provides continuity, which is one of the keys to advertising success.

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10 Cannots

You cannot:

• bring about prosperity by discouraging thrift.
• help small men by tearing down big men.
• strengthen the weak by weakening the strong.
• lift the wage earner by pulling down the wage payer.
• help the poor man by destroying the rich.
• keep out of trouble by spending more than your income.
• further the brotherhood of man by inciting class hatred.
• establish security on borrowed money.
• build character and courage by taking away man's initiative and independence.
• help men permanently by doing for them what they could and should do for themselves.

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Community Reinvestment Act

The acronym is CRA. It was implemented by congress during the Carter Administration in 1977 and has been responsible for much of the turmoil in the housing market. If you have trouble remembering the name, just add a "P" to the acronym for Google purposes.

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Exposure to risk

A company vehicle, driven by an employee, puts the company at a potential liability risk should an accident occur. Employers are responsible for exercising reasonable care to ensure that conditions are met to minimize the potential of accidents occurring.

Businesses are seen as having "deep pockets" which often results in litigation from an accident that is not the fault of a company driver. Following are suggestions that may help minimize potential liability:

• Perform motor vehicle record checks on every employee before hiring and routinely check their records during employment.
• Ensure that company vehicles are properly maintained, regularly inspected and be sure to keep complete maintenance and repair records.
• Create safety programs for drivers to help reduce the potential for accidents. Most accidents are the result of driver inattention, disregard for signs and signals, failure to yield the right of way, and tailgating.
• Do not allow a cell phone to be used while the vehicle is in motion. This should be a written rule and posted conspicuously on the dashboard of each vehicle.

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Training Source

With all the emphasis on training in the cleaning industry, it's important to consider the source of knowledge of those doing the training. Many instructors are not even in the cleaning business. Many are sales oriented or represent various equipment and chemical manufacturers.

Even schools such as Bane-Clene® Institute, only partially train people. The reality is that most knowledge comes from actual on-the-job experience. Nearly all acquired skills are a result of actually doing the job, and much of the input comes from another technician.

The fact that a good technician can be diverted from the proper way to do the job is a strong reason for management to continually update training programs. Constant supervision and ongoing company education are the only defenses against diminishing job quality.

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Customers

Customers are probably the most important people with whom we communicate, either in person, by mail, the internet or by telephone! They bring us their wants and it is our job to handle those wants efficiently and profitably. The success of our business will be measured by the service we give them!

• Customers are not dependent on us. We are dependent on them.
• Customers are not an interruption to our work; they are the purpose of it.
• We don't do customers a favor. They do us a favor by letting us work for them.
• Customers are not cold statistics. They are human beings with feelings.
• Nobody ever won an argument with a customer!

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Dirty Word

"Delegate" is a dirty word to some business owners, especially those who own and operate a small cleaning business. When the owner actually does the cleaning, there is a belief that only they can satisfy the customer and the very idea of turning the client over to an employee can be worrisome.

Delegating is a prerequisite to growth. Look for people who are better than you are at doing the job. Swallow your ego and admit that they can do it better than you, and your help problems are on their way to being over.

Where do you find this good help? Recruiting is the answer. Bane-Clene Institute has a class on how to recruit, but more importantly, how to retain good employees.

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How Busy Are You?

When you spend the first fifteen minutes of a service call telling your customer how busy you are and why you were late, they probably begin to doubt your abilities, especially in time management. They're probably thinking that if you didn't talk so much you might just be on time.

Customers of the gentle persuasion who are guided by extremely good manners will tolerate these long winded explanations.

They may even listen to the blow by blow account of your recent divorce, or maybe they'll let you discuss the abortion issue and politics while you're in their home. People who work in the service field sometimes find themselves with a captive audience. Some use it to preach religion. A few preach hatred. Many just talk too much. Truly busy people don't have time to talk about how busy they really are and never have to explain why they are late... simply because they are not late in the first place.

If your company is not getting a reasonably good amount of repeat and referral business, it may pay to take a hard look at what subjects are discussed in a customer's home. If they don't like what was said, they probably went somewhere else for service the next time.

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Cost of Keeping Customers

Keeping a customer is important. If you are ever tempted to not give a customer a refund or lower the price in a complaint situation, just remember what it costs to get a new customer.

Getting a new customer costs more than ten times the cost of keeping one. Advertising and sales promotion costs have accelerated in recent years while the price for services has not kept pace.

Satisfied customers will become unpaid advocates and will greatly reduce the cost of promoting a business. No paid sales representative will ever generate as much business for you as a satisfied customer. Sometimes the satisfied customer is the result of a complaint. Do everything in your power to keep those customers happy.

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Employee gripes

What do you think is one of the most common gripes employees have about their job? Not enough money? Poor working conditions? If you said "lack of appreciation," you're spot on. Most people today don't mind a hard day's work, but they want to be recognized for their efforts. If appreciation is not forthcoming, the average employee soon becomes discouraged and may seek employment elsewhere.

Many employers say, "They're getting paid, aren't they? Nobody pats me on the back when I do my job!" Regular meetings to look for new ideas, air grievances, seek solutions to mutual problems and to compliment people for a job well done will pay handsome dividends.

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Smart Purchasing

Purchasing plays a major role in the success of a company and definitely affects the bottom line. Just getting a good price is not enough. Vendors should offer additional perks for giving them your business such as advertising help, instruction and technical assistance.

Spreading purchases around does not develop loyalty from suppliers who may be able to help you in the future. Buying a little here and a little there eliminates the chance of any meaningful discounts. Pick a dependable supplier and give them all of your business.

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