Congratulations on 25th

Hydro-Clean Certified Restoration Company, services the Baltimore, Maryland area. Chuck, Jean and their son Stephen Arnold are the epitome of a successful family business and are celebrating their 25th anniversary in business this year. They operate six carpet cleaning vans, another five units for restoration work and have 20 employees.

Chuck and Jean are retired cast members of the Maryland Players of convention fame. The group entertained our audiences with funny and witty skits about the cleaning business for many years. The year our convention was held in Baltimore the Arnolds treated us to a ball game at Camden Yards.

All of us at Bane-Clene are proud to have been chosen as a vendor for this fine company for 24 of their 25 years in the industry. Congratulations on reaching this milestone. May God bless you and help you to continue your excellence in service.

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"Put 'em on commission"

Discussions about productivity often involve incentivized people vs. hourly employees. I saw good examples of both while on vacation last winter. Three different groups were working within view of my balcony one day. One was a city crew, one a mower company and the other a landscape firm. They arrived simultaneously.

The Mower guys* unloaded their gear and were working within minutes. The same for the landscape people** who were spreading mulch almost before their wheels stopped turning. The city employees*** hadn't got out of their vehicles yet. Their job apparently was to empty trash barrels and tidy up a public area which would fit in a small corner of the private properties being serviced by the obviously incentivized people.

It's probably no surprise that the mower and landscape guys were packed up and gone long before the city employees were through with their little chore. Just from their demeanor I could tell those paid by the hour and those paid by the job. The city people walked like they were in slow motion while the private enterprise folks hustled every step of the way.

Years ago Dr. Herb True, speaking at one of our conventions, said, "If you want to solve monetary problems in government, put 'em on commission." With all the budget double talk going on now, maybe that would be a good suggestion.

* 3 people in 1 truck

** 4 people in 1 truck

*** 5 people in 2 trucks plus a supervisor in a station wagon. No wonder so many government entities are broke.

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Will taking a shower expose us to harm?

"Greenies" say that most building materials emit volatile organic compounds (VOC's). They promote tightly sealed structures to save fuel and prevent contaminated human breath and other bodily off-gassing from reaching the delicate ozone layer (I made up that last part). Now, the "Greenies" say that ventilation has been affected so much that contaminants that used to go out through cracks will stay inside the building and cause SBS (sick building syndrome).*

Are you ready for this one? A supposed IAQ (indoor air quality) "expert" issued a warning that water emits VOC's. He claims even drinking water is a potential source of emissions and we're at risk by drinking or inhaling its wayward airborne VOC's. Emissions occur from water coolers, sinks, showers and VOC's may be absorbed through the skin, according to this "expert."

When I read this gibberish I wonder how I got so old considering the adverse conditions I faced in WWII. In the Marine Corps being "green" meant someone didn't know what they were doing. There was a saying about replacement troops. "They're green as grass and they don't know their head from their (rhymes with grass)." That rhyme fits the "Green" movement perfectly.

These "Green" idiots don't know what they're doing or talking about. They have the potential of causing a whole society to become paranoid. On a practical note, when we all stop bathing for fear of being contaminated with VOC's from our bath water it may cause a run on deodorant, perfume and gas masks. Better stock up.

*For every action there is a reaction.

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Dateline investigates Indy scam

Dateline used undercover cameras to investigate an air duct cleaning scam. The BBB has multiple complaints about air duct cleaning regarding poor workmanship and prices up to ten times the amount advertised. The company, Air Duct Cleaning Pros, has an F rating with the BBB and has multiple complaints alleging similar behavior to that depicted by Dateline.

A consumer contacted the BBB after they called Air Duct Cleaning Pros for duct cleaning for the advertised price of $49. "Immediately upon opening our first cold air return, they claimed to find mold and said it would cost more to remove," the complaint said. "We declined as we were only interested in paying the advertised price."

Air Duct Cleaning Pros presented a $524 bill to them, over ten times the advertised price. The company has a Greenwood, Indiana address which the Postal Service says is non-existent. Reports suggest the company may change their name and move throughout the Midwest. Air Duct Cleaning Pros is not registered with the Indiana Secretary of State.

What's this got to do with carpet cleaning? The two industries are becoming intertwined by some operators offering both services. I know several carpet cleaning firms that have gone into the duct cleaning business. If you do, you should use the same advertising ethics you use in your carpet cleaning business. Don't do bait and switch advertising or you may wind up on Dateline.

Source: CIBBB

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It's all about "Sacrifice"

A retired banker and golf buddy who reads my blog sent this along with a note suggesting that I share it with my readers:

"The President has ordered his cabinet to cut a whopping $100 million from the $3.5 trillion federal budget! I'm so impressed that I've decided to do the same thing with my personal budget. I spend about $2000 a month on groceries, medicine and bills so it's time to get out the budget cutting ax and cut spending by exactly the same ratio the President suggests.

"Instead of spending $2000 a month I'm going to cut that number by 1/35,000 just like the President asked his people to do! I'm going to cut the entire six cents off my budget. It will be tough, but I'll try to get by on only $1999.94. That's what sacrifice is all about. I'll just have to do without some of my luxury purchases."

I might consider making the same ratio of sacrifice in my budget. How about you?

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Carpet sales woes

A carpet franchise ran an ad recently for carpet at 49 cents a Sq. Ft. That's less than some of us charge to clean it. Could that be Bait and Switch or is the carpet quality really that shabby? Installation is the most important part of the sale and without a doubt the hardest work in the entire transaction. Some retailers are advertising no installation charge.

Mass merchandisers usually demonstrate "How not to sell carpet." If a clerk even shows up at the carpet department they typically have little product knowledge. Worst of all, when they sell carpet to DIY carpet shoppers, they probably never mention the importance of a power stretcher to a satisfactory installation job. I learned about mass carpet marketers years ago when we worked for the customers of one of the big ones.

Their information output was sparse to non-existent, they were terrible about scheduling appointments and they were cheap and slow to pay us, so we quit working for them. Now they're pushing cheap DIY equipment and chemicals. Until mills are more careful about who sells their products, I expect carpet sales woes to continue.

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

We're often asked about the origin of our leprechaun as the company logo. In 1969, Elizabeth and I were on vacation and sent a St. Patrick's Day card featuring a leprechaun to her folks in Philadelphia. When we arrived home in Indianapolis, the exact card was in our mailbox. At first we thought her folks had sent the card we had sent to them, but the identical card was addressed, signed and postmarked the very same day we had mailed their card from Florida.

We had been looking for a cartoon type character for a logo for our new service company and this seemed to be a good omen. A commercial artist sketched a leprechaun for us, we liked it and named him "Jimmie" after Elizabeth's father. Since that time, "Jimmie" has traveled around the world on products and service logos.

Jimmie's been mighty good to us all these years. Happy St. Patrick's Day and may Jimmie bring good luck to you as he has for us.

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"Good" service

Service is derived from the word "serve" and it's common to refer to carpet cleaning as a service business. Service begins with what our telephone representatives say and concludes with the technicians' efforts on the job. People hire us for our skills and expect a certain level of quality in our service. "Good" service is what we do without charge beyond that point.

Cleaning on Sunday without extra charge because that's the only day that will work for them or running to the store for a quart of milk for a customer who is without a car that day are examples. When someone brings a rug to our plant, do we run out to meet them and carry the rug in for them? Are we just in a service business? No! We're in a "good" service business. That means doing what people appreciate but don't expect.

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Does anyone care?

A golfing buddy who is a retired attorney sent me an e-mail not long ago that said: "I look at your blog once in awhile and admire you for taking the precious time you have left on this earth to share your views on politics and things about your industry. But, we're old. I don't say much anymore because I truly believe that at our age no one really cares about what we think."

He may be right. Sometimes I wonder if anyone even reads the things I write, but then I'll get e-mails expressing opinions on something I wrote about. They're really appreciated and I answer nearly every one even though I seldom publish them. Recently I got this delightful e-mail from a youngster in the 4th grade that I'll share with you:

Subject: I want to be like my dad!

Hi, I am the son of Mark Wehrli. I really want to be like him and by the way he is a carpet cleaner! I am Cole Wehrli and I love to go to work with my dad. I am going to go to your school some day!

If this gets to somebody else at Bane-Clene you are welcome to read it and please try to get this message to Bill Bane and Kevin Stark. I am in fourth grade and I am working hard in school. I have all A's and I am in TAG (Talented And Gifted)! I really hope you write me back. By the way, my Dad's company's name is Mark's Carpet Cleaning and maybe someday it will be Mark and Son's Carpet Cleaning!

This was my answer to Cole:

At nearly 84, I barely remember the 4th grade, but I do know I never had your kind of ambition. You've got a definite head start on your peers. A son going into the family business is all a father could hope for and I'm sure Mark is happy and proud of you. If my two sons weren't in the business I probably wouldn't be in Florida right now, so I know from where I speak. I wish you all the success you can imagine and may God bless you and your family.

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Budget cut talk

There's a lot of that going around in Washington, in state capitals and no doubt in many private companies. Instead of being selective about whose ox is gored, there's only one way to make budget cuts that are fair and that is across the board. There isn't a bloated government agency that couldn't find at least 10% in waste to cut from their annual budget.

Near the end of my first four year tour of duty in the Marine Corps, I was stationed in a motor transport company in Philadelphia. It was near the end of the fiscal year and orders came down for every available driver to take a vehicle out and drive it until the gas tank was near empty. If we didn't use all of our gasoline allocation, it would be cut for the next fiscal year.

This type of thinking permeates every government agency and probably most organizations that operate on a budget. Waste has become a significant part of our economy. We need a balanced budget and the only fair way to achieve it is to cut every entity or person that gets a government check by an equal percentage. But, don't hold your breath!

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Rodney Dangerfield syndrome

1969 Dodge contains industry's first truck mounted carpet & furniture cleaning machine

The first truck mounted carpet cleaning machines were built by our service company in 1969. We never intended to sell them to others but Morrie Ouellette threatened to sue us in 1970 for restraint of trade. One of my sons had cleaned his carpet and he was so impressed he wanted to buy one for his son, Phil. The last thing we needed in our new business was a lawsuit, so we capitulated to his demands and the profit encouraged us to get into the supply business.

We first advertised the "truck mounted" concept locally in 1970. A year later we advertised in five states and in 1972 we began mailing nationwide. The first ads for other truck mounts that I saw were in 1975. Today, there are several claiming they innovated the "truck mount." Imitation is the sincerest form of flattery which proves that we've been "flattered" a lot.

The first time I remember being openly insulted about our equipment was in 1974 when Jack Bates and his wife took Elizabeth and me to dinner and asked us to invest in a new franchise which later became Stanley Steemer®. After a few drinks, Jack said, "Bill, your machine looks like an iron lung." That wasn't the reason I didn't go in with him; I just never did like franchises.

At a New England trade show in 1975, Bob Langley, the legendary HydraMaster salesman, told prospects, "If you buy Bill Bane's machine, you'd better carry a pocket full of fuses." Over the years, it hasn't gotten much better, especially on the internet where half truths, exaggerations and plain lies can be spread so easily. But, after nearly fifty years in business, we're still here.

Our service company is winning BBB and Angie's List™ awards and we're providing equipment and supplies to thousands of professional cleaners. The new Bane-Clene units join the oldest carpet cleaning machines in existence. They're still out there making money with the best endurance and customer satisfaction record in the industry. We've been so blessed!

As old Rodney used to say, "I get no respect!" Then there was another one about, "Crying all the way to the bank," but I don't really want to go into that one.

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Lack of trust

An international survey claims that, "globally," public trust in business and government rose to 56% last year. Meanwhile, American's registered a full 10 points less at only 46%, down from 54% in 2009. The report doesn't distinguish between "BIG" and "SMALL," but I believe the majority of Americans trust "SMALL" business, not "BIG" business or "BIG" government.

"BIG" business is infatuated with globalization. They need it for growth to satisfy stockholders. One of "BIG" government's car divisions, Chrysler, spent $9,000,000.00 of tax-supported bail-out funds on Super Bowl commercials. That may have something to do with a lack of trust. And how about "BIG" banks using tax-funded bail-out money to buy other banks?

Just two years ago we were told that financial Armageddon was inevitable unless the banking industry got hundreds of billions of dollars from the government. Miraculously, they're profitable now and paying huge bonuses to their executives while the real jobless rate is over 15% and millions of mortgages are underwater and threatened with foreclosure.

"SMALL" business, which is the backbone of our economy, has been ignored by both Democrats and Republicans for years. When politicians wise up and concentrate on "SMALL" business, our economy will improve and that trust quotient will go up. Employment will go up, too, because "SMALL" business employs Americans in America. "BIG" business ships jobs overseas!

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And speaking of the Super Bowl

The music for our National Anthem is being altered to the point that it's hard to recognize the original melody. Even the lyrics are being abused by irreverent or stupid so-called artists. The warbling at the last Super Bowl doesn't quite reach the heights of stupidity demonstrated by Roseanne Barr in July of 1990, but it's close. Here's a link to watch that abomination:

http://www.youtube.com/watch?v=ls1YVhcLD2c

I wonder how people killed in combat under our Colors would feel about these debacles? Would they understand why the public address announcer has to remind dolts in the audience to take off their hats for the National Anthem? Francis Scott Key and those who died in that awful skirmish at Fort McHenry must be rolling over in their graves.

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Dumb, dumber & dumbest

A university that gives college credits for watching Super Bowl commercials validates my conviction that we're getting dumber. Hardly anything is dumber than a television commercial, unless it's a school that rewards students for watching it. Madison Avenue has a powerful influence in the dumbing down of America. Even network news programs show these stupid commercials and try to pass them off as news.

Some folks can't find their way to the grocery store without a GPS. Authorities out there in cyberland must be salivating and looking forward to the day we're all like robots, wandering around watching our little smart phone screens and following instructions. Advertising moguls and corrupt politicians can't wait until they'll be able to tell us where to go, what to buy, what to think, what to do and, you guessed it, for whom to vote.

We haven't seen dumbest yet, but it's coming!

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