ROBOTS

Robots have definitely made life easier. They have increased production in manufacturing, warehousing, logistics and many other industries. But some say, and rightfully so, they have obviously taken the person to person relationship out of business and perhaps someday every day life. When you call most Companies today, you need to navigate a menu. The majority of the time, that takes you in a circuitous route. Maybe that route “allows” you talk to a virtual assistance which tries to help you and when finally that is deemed not possible you are transferred to a live person in a customer service position. You are immediately told that due to an abnormally large number of calls your wait time may be longer than usual, whatever usual is. Customer Service is very important in any business. Large Companies can employ Robots, whether human or artificial, and survive because most of the time we need them more than they need us. Think of the Government, Utilities, Banks, etc. However, Small Business can not because it’s obviously easier for a customer to go elsewhere. So in customer service, avoid becoming another of the Robots by employing a few simple techniques. Do not brush off a customer’s concerns or questions. Converse with customers in a friendly and sincere voice. Speak to customers as equals. Don’t speak with “scripted” replies. If customers feel they are being treated professionally and with care, they will be more apt to deal with that Company now and in the future. Related Articles and Information: Customer Service in the Carpet Cleaning Industry Phone Courtesy Telephone Etiquette in the Carpet Cleaning Business Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

VETERANS DAY

In America, we enjoy many of our freedoms because of the dedication and courage of all our Veterans. Veterans Day will be celebrated on November 11th. It is the day that we honor those Veterans. Veterans Day originated as Armistice Day and marked the end of hostilities of World War I that occurred at the 11th hour of the 11th day of the 11th month in 1918. The first Armistice Day was commemorated in 1919. The day was originally set aside to honor the Veterans of World War I. After World War II and the Korean War, Congress recognized a need to expand the meaning of the day and recognize ALL veterans. So in 1954, the word “Armistice” was replaced with “Veterans” as a way to include all Veterans of all American wars. Veterans Day is a federal holiday which many cities celebrate with parades and ceremonies. In Washington, D.C., the celebrations include a wreath laying ceremony at Arlington National Cemetery. Veterans Day is a day not only to honor those that made the ultimate sacrifice for our country, but also to recognize those who continue to serve today. Take this time to thank a Veteran who fulfills this patriotic duty to maintain the freedoms of our country. We can show the respect we have for them by properly honoring and displaying the American Flag. Another way that is accomplished is by always standing and placing your hand over your heart during the playing of the National Anthem. Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

VOTE

November 5th is obviously election day. Besides electing a new President on this day, there will be many other elections of significant importance. Also, many of the members of Congress, Governors, Mayors, Local Representatives, etc are being elected all of whom will have an impact on us. Even local school boards influence how and what our children are taught. If you have not already done so, PLEASE exercise your right to vote. As small business owners, whoever is in charge has a tremendous effect on yours and all of our businesses. We need leadership that is Pro Small Business and fiscally responsible. Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

Elizabeth Ann Bane (1916-2024)

It is with heavy hearts and sorrow that we sadly announce that Elizabeth Ann Bane passed away on October 16, 2024 after a brief illness just days short of her 98th Birthday (October 28th). Her sons were at her side each holding a hand as she quietly and with dignity departed this worldly life. She was born and raised in Philadelphia, PA. While serving as a USO member during WW II, she met her future husband Marine Sargent William F. Bane. They were married April 26th, 1947. After William finished his enlistment, they moved to Indianapolis which was William’s hometown. Together with her front line work and later behind the scenes guidance, the Company morphed into Bane-Clene® Corp., a multi million dollar international company. Even after William’s passing in 2014, her involvement and passion for the business did not wane. She was a member of several philanthropic organizations including a Service Sorority. She was also a charter member of The Indianapolis Zoo. She enjoyed traveling and spending time at their condo in Treasure Island, FL. However, her true love was their home and the 5 acres of land of which a large portion of is a nature preserve for many species of animals. Her love for her furry friends and “critters” was second to her love for her family. At her passing, 20 feral cats call her land their home. Truly a matriarch in every sense of the word. She will be greatly missed by her family and friends. However, they are in possession of a multitude of wonderful memories of a truly loving and proud Wife, Mother, Grandmother and Great-Grandmother. GOD BLESS HER

LEADERSHIP QUALITIES

Leadership is defined as the action of leading a group of people or an organization. There are many Leadership Qualities some of these are inherent and natural or others may be learned or self taught by oneself. Energy. This person has drive and works hard and likes it. Drive. This person is driven by goals and achievement and will do whatever it takes to make it happen and therefore be a success. Sacrifice. Drive occasionally demands that tough choices be made of themselves. A good leader willingly accepts the challenge. Likeability. It is a fine line between being liked or not liked. A good leader needs to avoid unfairly being taken advantage of while remaining in charge of those they lead. Intelligence. Being smart is important for a leader but they shouldn’t laud their intellect over those they lead. That is a recipe for failure. Integrity. Is perhaps one of the, if not, the most important of the Leadership Qualities. Simply put if a leader cannot be trusted how can they lead? “The greatest leader is not necessarily the one that does the greatest things. He or she is the one that gets the greatest things out of the people they lead.” -- Ronald Reagan Related Articles and Information: Four Characteristics of a Successful Person Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

A LESSON FROM LINCOLN

He is justifiably recognized as one of the greatest Presidents to lead our great nation. His leadership throughout the Civil War was praised and conversely ridiculed by many. Ultimately the majority of those that demeaned him came full circle. One such person that came full circle was Edwin Stanton, Secretary of War. He hurled stinging insults at the President. Lincoln overlooked his demeaning remarks, he felt that Stanton was the right person for the job and treated him courteously and respectfully. Lincoln wasn’t being weak or foolish. He simply refused to let his pride interfere with his judgment and leadership. A common trait of successful people is the ability to overlook slights when necessary. Even Lincoln’s harshest critics eventually recognized his greatness. On the night Lincoln was shot, one such person declared, “There lies the greatest ruler of men the world has ever seen.” The speaker was Secretary of War Edwin Stanton. The next time we are faced with an irate customer or an upset employee, we should remember how Lincoln bore Stanton’s and others abuse. We should ask ourselves this: “Will I let a rude or irate person upset me and interfere with my ability to do my job?” By adopting and practicing an attitude of patience and courtesy, we can develop the tolerance and leadership needed to become a successful leader of our Company. Related Articles and Information: Four Characteristics of a Successful Person Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

LOYALTY

Loyalty is defined as the quality of being loyal. Sounds fairly simple and straightforward. Many people usually think of loyalty as it is related to Customers. Customer Loyalty is obviously important and it is paramount to the success of a Company. However, there is another loyalty that is also important. The loyalty between employees and their Company is a two way street and brings to mind the “chicken or the egg” axiom. Employers should expect allegiance and dedication from their employees. This will allow the employer the comfort of knowing employees will do and say the right thing. However, this allegiance must be earned. Simple things matter like an inquiry regarding an employee’s family or supporting an employee in a controversy will help build that allegiance. Are the employees “selling” the Company when they are not on the job? If they are not, then perhaps they are unaware of the vision of the Company. Exhibiting that the Company intends to grow, thereby giving employees an opportunity for advancement and a career with the Company is a demonstrative way of building that loyalty. If a Company displays loyalty to their employees then it follows that their employees will display loyalty to the Company. Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

MAKE YOUR COMPANY FAMOUS

There are many reasons consumers make their buying decision. Among them are a Company’s name recognition and reputation. Whether you are a long time established business or just getting started, you can assist the process of being recognized (Famous). Create a “uniqueness” about your Company. Do you have a special product or service you offer? Do you have a signature item or a logo that identifies your Company? Anything that sets you apart from your competition should be strategically promoted and marketed. People love information. A consumer “hotline” could be set up on your website listing upcoming events and topics relevant to the area. Offer to appear on area radio or television “talk” shows. Many of these shows are always looking for credible guests. By offering your expertise in the care and maintenance of carpets, furniture and other services you may provide, you will become “the expert” in your market. These shows would provide a platform to be Famous through increased exposure and the opportunity to talk to potential customers. Do not shy away or be afraid of this type of exposure. You are an expert in your field and can turn that expertise into a marketing “goldmine” and the opportunity to be Famous. Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

GOOD SERVICE vs BAD SERVICE

The last few years have been, to say the least, difficult. While COVID is still in our everyday lives, it is not the “monster” that brought our country to a near standstill. The economy is still in turmoil as prices for the essentials including energy, food, utilities and housing continue to rise. Insurance is increasing at a rate 15-20% per year. Taxes and fees on mobile phones and land lines have increased. There are other examples too numerous to list. Granted there is always inflation but these past years increases have been at historical rates. The sum and substance of these increases is that it obviously costs businesses more to operate than it did in subsequent years. So what has and what will beyond these increases cause some Companies to survive and others to fail? The answer is Good Service or more aptly put Bad Service. Service is derived from the word “serve” and generally defined as the action of helping or doing work for someone. Depending on the industry providing Good Service for someone may entail some or all of the following elements. Showing up on time to do the work. Performing the work at hand quickly and efficiently. Possessing a polite and pleasing attitude. Quickly and satisfactorily resolving any issues or complaints. The antithesis of Good Service is obviously Bad Service. Sadly, some businesses are oblivious to the fact they are rendering Bad Service. Leaving customers on hold for extended periods. Not returning phone calls or e-mails promptly if at all. A lackadaisical or flippant attitude towards customers initial needs. Slow response time to customers problems or questions. A Company may believe they are providing Good Service. That said, they should continually monitor their Company to prevent inadvertently providing Bad Service. Related Articles and Information: Competitive Edge Customer Service in the Carpet Cleaning Industry Phone Courtesy Telephone Etiquette in the Carpet Cleaning Business The 15 Factors of Success in Carpet Cleaning Business The Customer Is (Still) Always Right There Is No Substitute for Service Twenty Steps to Success Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

CONTACT

It is very important to maintain contact with the customers in your data basis. While seeming to be obvious to most, it is staggering the number of Companies that fail to do just that. It costs in advertising dollars to obtain a customer the first time but when there are subsequent service trips the advertising cost is eliminated thus making the return trips more profitable There should be contact with customers at the very minimum on an annual basis. They may not require your services at that time but the importance of keeping your name in front of them is the side benefit of the contact and should not be overlooked. This contact may be made in a variety of ways: Via phone. The least palatable in our opinion and bordering on invasive. We all receive spam calls every day on a variety of topics, scams, etc. Don’t let the contact of your customer fall into that category. Via text. Permission should be received from the customer for contact in this manner. This method is suitable for the day of a service appointment but may not fall into the category of acceptable for any other reason on any other occasion. Via “snail mail”. Yes, companies still mail literature to their customers. With this approach, you are putting a tangible piece of sales literature into their hands. An enticement of a promotional discount may produce immediate results. Via E-mail. While certainly cost effective, this method is also akin to phone and text contact. Customers should be asked if contact by e-mail is acceptable. Additionally, there should be a method for the customer to unsubscribe if they do not wish to receive further e-mails. Respect the privacy of your customer and contact them with their privacy in mind. Related Articles and Information: ABCs of Advertising Advertising - the Essential Element Advertising the Bane-Clene Way Phone Courtesy Telephone Etiquette in the Carpet Cleaning Business Why Doesn’t My Advertising Work? Related Carpet Cleaning Business Products: Advertising Handbook for Carpet Cleaning Companies Gift Service Certificate Just A Reminder Postcard Thank You / Reply Card Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

CORRESPONDENCE

Correspondence, communications and messages come in many forms including text messages, e-mails, “tweets”, Facebook posts just to name a few. While these may be appropriate for personal contact they should not be deemed suitable for business correspondence. As business professionals there are times when we need to send correspondence to a customer or prospective client. This may be necessary as a follow up, a proposal or dealing with a problem or other issue. Writing letters may or may not come naturally to people. In fact, some view the possibility with extreme dread. We often times expend many hours a week on the phone talking to customers about various issues. So, if you find talking on the phone fairly easy, why not transfer your phone techniques and etiquette into a letter? The reason for a letter may exist for a variety of reasons. Is it an apology? Is it an answer to a question or multiple questions? Is it a followup to a proposal? Whatever the purpose of the letter, there should be an opening salutation addressing the person to whom the letter is intended and the reason for the letter. The body of the letter should then address the subject matter of the letter. If there was a problem or issue, then a solution should be outlined with all the necessary and pertinent information and a time line for completion. Avoid being vindictive or assessing blame even though that is quite the popular trend these days. Whatever the purpose of the letter is, the information and the response should be kept as simple as possible avoiding any unnecessary words or descriptions. Normally in correspondence, the more said may be too much and the less said may be just the right amount. The correspondence should be proofed, thus allowing for the correction of any spelling or grammatical errors. Additionally, all correspondence should be reviewed and scrutinized before sending. Finally address and send the correspondence via “snail mail” as this will add that personal touch for the recipient. Related Articles and Information: Customer Service in the Carpet Cleaning Industry Phone Courtesy Telephone Etiquette in the Carpet Cleaning Business The Customer Is (Still) Always Right Related Carpet Cleaning Business Products: Just A Reminder Postcard Thank You / Reply Card Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

LABOR DAY 2024

Labor Day will be celebrated Monday September 2nd. It is a holiday which honors the American worker, who has added to the prosperity and well being of our country. We as Carpet Cleaners are the embodiment of this classification and as entrepreneurs expand it even further. Small businesses have been and will always be the economic backbone of our country. In 1887, Oregon became the first state to make Labor Day an official public holiday. By the time it became an official federal holiday in 1894, thirty states officially celebrated it. Labor Day has been labeled the “unofficial end of summer” because it marks the end of the cultural summer season. It is traditional for parades, picnics, family reunions and other activities to be held in communities all across the country. Many fall events also begin at this time. During the Labor Day weekend, the NCAA will play a full slate of football games. The NFL traditionally plays their kickoff game the Thursday after Labor Day. The Cook Out Southern 500 NASCAR auto race is held at Darlington Raceway in Darlington, South Carolina. At Indianapolis Raceway Park, the NHRA hold their finals for the U.S. National Drag races. It is also the midway point between weeks one and two of the U.S. Open Tennis Championships held in Flushing Meadow, NY. Once again, there are a plethora of National, State and Local activities that take place Labor Day Weekend. Wherever you are, whoever you are, with take time to acknowledge yourselves and the hard work you do and the fact that our small businesses are the economic strength of our country. Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

ATTITUDE

Attitude is often defined as a mental state involving beliefs, feelings, values and the dispositions necessary to act in certain ways. What kind of attitude do you possess? Is it a positive or negative viewpoint? Is the glass half empty or half full? The attitude we exhibit not only affects ourselves but it also impacts our employees and ultimately our customers. If, for example, we regard ourselves as winners then that perception will be passed forward to all of those we interact with on a daily basis. Projecting a winning attitude to our employees emboldens them with that same feeling. Which should then be reflected in the behavior and mannerisms that they project to the customer. Normally nobody perceives themselves as possessing a losing or negative attitude. But unfortunately many people project bad vibes. They may walk with their head down or have slumped shoulders exhibiting a defeatist persona. Therefore, one should be careful of their actions and mannerisms as they may become a reflection of them as a whole. An outside appearance may also determine an inner personality Some people naturally exhibit a winning attitude, they walk and talk with an air of confidence. For others it can become a learned quality. Whether learned or natural, a winning attitude will be a huge benefit personally and in the success of a business and in the end the profits it generates. Related Articles and Information: Building Your Own Carpet Cleaning Business Eleven Commandments of Good Business - What is a Customer? Four Characteristics of a Successful Person The 15 Factors of Success in Carpet Cleaning Business Twenty Steps to Success What Makes a Company Successful in the Carpet Cleaning Business? Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

COMMERCIAL CONTRACTS

Commercial Contracts can be hard to get but certainly worth the effort. Success in the commercial cleaning market often depends on the following: Persistence    It may take several attempts to secure an appointment to bid on an account. Don't become discouraged. Credentials    Be prepared to discuss the features and benefits of contracting with your Company. Including your technical and market knowledge and experience in the business. Talk about contracts you already have and if those clients are agreeable have the current prospect contact them for a referral. Demonstrate    Nothing trumps showing what you can do. Offer to clean an area which will exhibit the abilities you have. Follow-Up    Very rarely will a Commercial contact say “yes” on the first visit. If needed ask to set a follow-up visit to further discuss your proposal. While you may have to work for less then you normally do the Income for these contracts will add up because of the frequency of service. Which will ultimately add additional Profit and further Success for your Company. Related Articles and Information: Cleaning and Maintaining Commercial Carpets Selling Commercial Carpet Maintenance Programs Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

BE CAREFUL WHAT YOU SAY

It’s not what you say...It’s how you say it. So therefore, it’s always wise to Be Careful What You Say. You have a regular customer who needs service quickly and you have no appointments available. You offer to get back with them and “work them in”. Using those words may lead them to think that they will get a rushed job. So it’s better to say “let me see what I can do and I will get back with you quickly”, As circumstances have it, an appointment opens up. You call the waiting customer and say, “We had a cancellation”; this may conjure up a negative thought of why did someone cancel. A better way to say it is “We had a rescheduling and we can provide you service tomorrow. Will that be convenient?” A potentially new customer calls and needs service. You tell them we are “booked up”. It may present an image of a company that is in demand or is disorganized or small. A better approach is to say “we are scheduling appointments for a week from today”, would that be convenient?” There are circumstances such as night, weekend or other parameters that may influence whether a Company schedules an appointment. Certainly every Company has their standard operating parameters of which they are certainly entitled to have. If you decide a certain job does not fit your operating parameters then Be Careful What You Say when declining the job. Don’t say “we can’t do your job; instead say “I am sorry we are unable to accommodate you as we are unable to meet the requirements of the job at this time”. You should only offer an explanation why, if queried. The reason(s) may be multiple but could be different for another customer. What if the potential customer calling is known to be cheap, slow pay or overly demanding, in fairness who wants to work for someone like that? You may be tempted to tell them the reason why but professionally speaking that is not a good idea. Having your own reputation to safe guard then in any circumstance, Be Careful What You Say. Related Articles and Information: Customer Service in the Carpet Cleaning Industry Eleven Commandments of Good Business - What is a Customer? Phone Courtesy Telephone Etiquette in the Carpet Cleaning Business Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

GOALS

Goals don’t have to be big or elaborate. They come in different sizes and expectations. It doesn’t hurt to list Goals in a practical time frame. For example Daily, Weekly, Monthly and beyond. Set aside a few minutes each day to write down what you expect to accomplish that day. Don’t make too large a list as it’s probably a good chance not all the Goals will be achieved. The idea is to make a manageable and practical list. After all, you have a full day’s work ahead of you which of course is one of your Goals. You want to be able at the end of the day to review your list and check off what’s been done and what is still to do, if applicable. Not completing all your Goals should not be considered underachieving unless the list never gets completed. You want to be feel good about what you have accomplished, while not fretting about what might still need to be done. As the attainment of the set Goals increases, then it’s only natural to have more confidence and belief in our abilities. Therefore Goals should be: Planned Timely Allow for Due Diligence Enhance Self-Motivation Be Flexible Be manageable in size and scope All Goals start with a first step. We should not linger or avoid taking that step. Related Articles and Information: Building Your Own Carpet Cleaning Business Four Characteristics of a Successful Person The 15 Factors of Success in Carpet Cleaning Business Twenty Steps to Success Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner