Bane-Clene® News and Views

Friday, September 22, 2023

COMPETITORS

Our Competitors will do more for us than our family or friends.

Our Family and Friends are too polite to point out any weaknesses or deficiencies but our Competitors will go to great lengths to broadcast them and take advantage of them.

If our Competitors are efficient, diligent, hard working and attentive, then we will strive to seek ways to improve our products and or services.

Our Competitors would take our business if they could.

This keeps us diligent and alert to work to hold onto what we have.

If we had no Competitors, we would be lazy, incompetent and sloppy.

Thus our Competitors challenge us to always do better.

We salute our Competitors, like our Customers they keep us working hard.

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Friday, September 15, 2023

CREATE VALUE

Customer Loyalty may be a fleeting concept at best. The consumer buys a service based on two factors… the quality level of the service and its perceived value to them. A service company may have a large number of customers in a small geographic area and that may make them feel very comfortable. Unfortunately, many of these customers would buy their service from someone else if they could got a better deal (price). Because they may think all Carpet Cleaning Companies are the same.

So how does a Company attain Customer Loyalty? The best way is to Create Value.

In order to Create Value, there are several factors that come into play:

Work to keep overhead as low as possible.
Practice Prudent Purchasing for chemicals, supplies and other necessities.
Use only high quality products … they may seem to cost more initially but they don’t because less is used and high quality results are attained.
Advertising should represent the Company as one that provides high quality service at a reasonable price.
Maintain equipment and vehicles properly to avoid a major expense or breakdown.
Technicians should be well groomed and uniformed.
Technicians should be paid a competitive wage which assists in employee retention. Repeat customers appreciate seeing the same people in their home or office.
Phones should be answered promptly and by representatives that can answer inquiries properly and decisively.

All this can be done while still maintaining profitability.

Keep the quality above a level that the customer can readily see. Keep the price at a level that will Create Value and then Customer Loyalty will follow.

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Friday, September 08, 2023

THE COMPETITIVE EDGE

When a customer retains the services of a professional carpet cleaner, they presume that this company possesses the necessary tools and skills to successfully complete the job. Competent craftsmanship, efficient cleaning equipment and cleaning chemicals and properly trained and schooled technicians are just part of what is THE COMPETITIVE EDGE.

So what completes THE COMPETITIVE EDGE? Service businesses are people businesses. When all else is equal, the individual running the company sets or ignores the standards that assure success.

So what are the “people things” that make a difference and gives a company THE COMPETITIVE EDGE?

Do potential customers know about the business? Is there an advertising plan in place or does the company rely on friends and family to pass the word?
Does a trained person answer the company phone? (THE SINGLE BIGGEST MISTAKE is the failure to realize that people wish to communicate with people.)
Do customers feel a sense of “cleanliness” when the service vehicle pulls up to their home or building? (The appearance of the vehicle is the customer’s first perception of a commitment to hygiene.)
Do uniformed technicians greet the customers courteously and with a warm smile? (While customers may be cognizant of the brand of equipment used, they are very interested in the caliber of people they allow inside their homes!)
Are the technicians careful with the customer’s furnishings? (They should remember that they are an invited guest in the customer’s homes. )
Do the technicians do the “extras”? For example, dust the baseboards and the backsides of heavy furniture while it is away from the wall?
The customer should be advised of additional services that will be of benefit to them such as Carpet Protector and Odor Control. (These are not ‘bait-and switch’ tactics!
Is the customer left with instructions on the care of the carpet after cleaning? (Customers rely on advice and this is also an excellent method of keeping a company’s name in the customer’s mind.)
Is the customer thanked when the technician(s) leaves? (The customer has done the company a favor!)
Is there follow up on the job performance? (Remember that a customer’s silence does not mean satisfaction!)

These ten suggestions do not require a large capital expenditure for cleaning machines, chemicals or training. However, they are fundamental people-to-people interaction.

Commitment to these ten simple efforts-will help a company obtain THE COMPETITIVE EDGE and help set them apart from their competition.

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Friday, September 01, 2023

LABOR DAY

Labor Day will be celebrated Monday September 4^th. 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 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

You can also order the packet at the Catalog Request Form.

Friday, August 25, 2023

PHONE COURTESY

Many times the lack of professionalism in overall phone courtesy is very apparent. We have all been on the receiving end of wanton ineffective and or lackadaisical answers to our telephone inquiries.

That said, let's look at what we should do to avoid the same situation in our companies. Companies who seek growth and continued success by having a trained, knowledgeable “live” person answer their telephones will schedule more appointments for more jobs than their competitors who use machines or answering services. We must always stay vigilant and not allow our companies to be allowed to fall into poor phone courtesy and etiquette.

Consider these guidelines for effective and successful phone courtesy.

You should always identify your company by name and thank your customers for calling - adding your own name is a further enhancement.
The phone call must always take immediate precedence. Stop what you are doing and give your customer your undivided attention.
Do not rush your customers; their interests and questions are very important to them.
Do not be too busy to be friendly, even before you know that you are speaking to a customer.
Do not leave customers “hanging on hold.” A return call is preferred when you cannot immediately communicate with the client.
Utilize the common verbal courtesies, i.e., “May I please schedule an appointment for you?” or “Thank you for choosing to call our company.”

Many industries have competent representatives when it comes to doing the actual work; however, many of those lack phone courtesy.

Set yourself apart from your competition by always adhering to the highest standards in phone courtesy.

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Friday, August 18, 2023

COVERED UP OR DISORGANIZED?

If you are covered up and that is true, never tell your customers how busy you are. No one wants to hear that. They are busy too. Besides, if you continue to tell them how busy you are they may fear that you will not do a good job because you are either tired or rushed. You can say that you have had an unexpected surge in business and you will do your best to schedule their job at their convenience. Try offering them several appointment times and days before they have a chance to say when they want it done. This way you may avoid them asking for a time and day that you may not be able to accommodate.

Is it possible you are not covered up but in reality you may be disorganized? Disorganization not only cuts into profits but ultimately it may be a cause for a business to fail. In order to properly run a business there must be standard operating procedures and rules that allow for the smooth performance of day to day tasks and obligations. Employees must follow these rules and guidelines that should guarantee proper performance of their job and therefore achieve the ultimate goal of customer satisfaction.

Being covered up is bad enough but allowing it to lead to being disorganized is a recipe for failure.

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Friday, August 11, 2023

SMALL BUSINESS

Running a Small Business is hard. Statistics show that many small businesses fail in the first 5 years. They may be service, retail, wholesale, manufacturing or any one of a number of industry types. Why is this? Are there common denominators regarding these businesses? Let’s explore some of the most common reasons.

Under-capitalization. It takes some time for a new company to establish itself in a community or a particular industry. So it is important to have an operating “nest egg” until business starts to roll in. Do all you can do to preserve your dollars.
Improper planning. Create realistic and attainable goals when starting out. Everybody wants to be big but you can’t be big over night. Goals should be written and reviewed and possibly altered from time to time.
Cash flow problems. It is important to track the flow of money both in and out. Failure to do so will have you spending more money than you have. Even a profitable company will run into problems, if it is short of cash.
Procrastination. Do things efficiently and as needed. Don’t let paperwork or duties pile up. Putting off tasks will eventually allow them to overwhelm you.
Ineffective or no marketing. Products or services do not sell themselves. Continuity in marketing is very important. If advertising dollars are limited then make cold calls, network with other businesses and or barter for goods and services.
Ignoring customers. This is probably the biggest but yet most controllable reason that a business fails. Listen to your customers. Follow up with them. If you do not satisfy their needs another company will.
A closed mind. We all go into business with preconceived ideas. Some are right some are wrong. Be versatile and flexible and continually search for better ways to serve your customers.

Businesses that are able to control and manage these hurdles will more often than not be successful and therefore profitable.

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Friday, August 04, 2023

SHOW RESPECT

Whether taking a service request or handling a complaint, show respect to the caller. Be polite and utilize positive and reassuring responses. If you have to put the customer on hold, ask them “will you please hold for a moment” and always remember the universal “magic” responses “please” and “thank youÏ.

Quoting company rules doesn’t go over very well with a customer. Everyone knows there are rules but referring to them in almost apologetic terms will soften them and hopefully the customer’s reception will therefore be better.

Using technical or industry related terms will not only alienate the customer but it is a major faux pas. The customer does not wish to become an expert in your industry all they want is good service or a resolution to their issue.

That said, if the customer uses industry related terms or poses pointed questions do not shy away from them. They may have had previous experiences with other or your Company and have enough knowledge to ask relevant questions or make pointed remarks.

Listening is the key to success in customer relations. By asking fact finding questions and then listening and responding thoroughly to the answers, you will Show Respect.

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Friday, July 28, 2023

NO EXCUSES

We have all done it. In an apparent attempt to “dodge the bullet” we offer some excuse.

The truck broke down. Doesn’t say much for your vehicles.
The equipment broke down. First thought by the customer, they are not going to get my carpet “really” clean.
The technician was new on the job and was running late. Now your customer thinks someone inexperienced is going to be cleaning at their home or office. Immediately their expectations are of lesser quality service.
The office staff had your service slotted in at a different time. As standard procedure, contact should be made with the customer the night before service confirming time slot and address.

Whatever the reason or problem is customers do not want to hear excuses. They have their own issues and problems don’t add to them.

First order of business is an apology. No matter if the problem was caused by you, your company, an outside source, traffic, the bogeyman, etc.

Whoever is responding to the customer should be adept at handling this type of issue. Their responses to the customer should remain positive and reassuring. If necessary or warranted, an offer should be made for a discount or perhaps the free application of carpet protector.

It is important to salvage the situation or you may never have the opportunity to work for that customer again.

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

You can also order the packet at the Catalog Request Form.

Friday, July 21, 2023

RULES AND PARTICULARS OF THE CLEANING BUSINESS

Nothing happens until you make a sale. Fine tune your advertising program and get out of the office to make cold calls or visit existing customers.
Satisfy the customer and you shall have them “selling” for you. There is no better emissary than a third party who recommends you to their friends, relatives and business associates.
Sometimes we get “blinders” on because we are working towards a goal. Listen to employees and customers. You will learn from them what is happening, although it may not be what you want to hear.
You must resolve complaints as soon as possible. The most loyal of all customers are those who have had a problem quickly and efficiently resolved. Conversely an unresolved issue can tarnish or ruin the relationship you have with a customer. Act quickly.
Don’t be afraid of change. It is inevitable. Changes may occur at any moment. We all need to be aware of those changes that affect our businesses. Be alert and diligent.
However, don’t change just for the sake of change. Weigh all the possibilities and alternatives before you act. Sometimes doing nothing is the best course of action.

Every company has rules and most of them have come about because of something that has happened. Many times people can’t remember why a particular rule was initiated. They just do it because it has always been done that way. You should be cognizant of the concept that rules need to be reviewed periodically and changed or updated if necessary to meet prevailing or new circumstances.

The worst scenario is when a rule is circumvented because someone thinks it is not important. Unfortunately, finding out the hard way that a broken rule can be very costly.

In fact, the most important rule is not to break a rule.

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Friday, July 14, 2023

Good Service

To no one’s surprise, good service has become an oxymoron. Certainly the pandemic attributed to thousands of businesses failing; however, every year many fail as a direct result of bad service. The finest chef in the world can’t ensure success of a restaurant if the servers are inattentive and unpleasant. Customers expect the food to be good. The winners are those who are giving the customer what they expect, good food plus qualified and cheerful service. Bad service from the wait staff will undermine good food.

Department stores at one time were the very essence of good service. Today with their central check-out points and lack of staff, they are barely better than a big-box discount store. Meanwhile, specialty shops giving personal attention continue to thrive.

Then we have the epitome of bad service; the bureaucratic government has continued to get worse. With the advent of automated phone answering systems and then having to navigate menus by pushing multiple prompts sometimes leaves the caller in an endless loop or so exasperated they just hang up.

Utility companies, banks, insurance companies and other large firms have “joined” this way to make customer contact difficult. Customer Service Representatives are “hiding” behind voice mail and just trying to talk to someone has become a quest. Consider yourself lucky if they return your call after just one message. Carpet, furniture and hard floor cleaning service providers need to constantly be dutiful to the ways in which to better serve their customers.

Certainly the actual act of cleaning is a big part of the equation. However, other parts include answering your phone promptly and efficiently, providing the proper information and answers to customers’ questions and most importantly showing up when promised. All these parts of Good Service will add up to success and more profitability for your company.

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Friday, July 07, 2023

The Five Steps To Maintaining Trucks and Equipment

Inspection

Look at rolling stock and all cleaning equipment on a regular schedule. Frayed hoses, belts and other worn parts will shut down your operation when least expected. Vehicles and equipment should be inspected for overall cleanliness and appearance.

Preventative maintenance

Follow maintenance manuals to the letter. Oil and filter changes will extend the life expectancy of vehicles. Cleaning equipment, although needing little maintenance, should be treated the same way.

Training

Technicians should be trained to check engine oil and other fluid levels, maintain mileage logs and equipment hour meter readings. They should be taught to report malfunctions of either truck or equipment.

Scheduling Maintenance

It is important that time be allocated for routine vehicle and equipment maintenance. If possible, find a vendor that will work at night or when you have no cleaning work scheduled.

Record Keeping

A complete book of records on all rolling stock and cleaning equipment is valuable. It will help you determine when it is time for scheduled maintenance. Also it can serve as a guide to determine the economic feasibility of whether to replace rather than repair.

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Friday, June 30, 2023

INDEPENDENCE DAY

Obviously, Independence Day, the Fourth of July, is the day the United States commemorates its Declaration of Independence. The Continental Congress declared that the thirteen American colonies were no longer subject and subordinate to the monarch of Britain and were now united, free and independent states.

This day historically has been marked by various activities. Among them parades, celebrations, baseball games, reunions, social gatherings, concerts and firework displays. Much has transpired over the last few years and those events and the occurrences happening now continue to affect and challenge our daily lives. We continue to face trying and abnormal times, times that continue to challenge the very fabric of America and The Republic for which it stands.

We should not forget this fact, that this day marked the beginning of a long and bloody conflict to gain the Independence that our founding Fathers felt was so very important. It is what became the American Way of Life and what was so eloquently stated in The Constitution.

The fact that not everyone agrees with what everyone else says is what makes America great. The fact that we are free to disagree, the fact that we are free to voice our opinion and the fact that we are free to live our lives as we see fit. As long as, we do so with honor and respect of all others and within the boundaries of the law.

So as you participate in whatever you have planned for this day, take a moment to be thankful for what you have and the fact that you live in The United States of America.

God Bless America!!

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

You can also order the packet at the Catalog Request Form.

Friday, June 23, 2023

UNDERBID

Underbid is a word that strikes fear into the hearts of contract cleaners. We all have received that call or e-mail saying that a contract has been canceled due to the fact you have been underbid. It’s certainly a debilitating feeling when losing a large account. Unfortunately or is it “fortunately” there is always someone out there who will work for less.

Sometimes when losing a large account, while your gross sales may be lower your profit margin may be higher. The reason being is that costs will be lower. Avoid lowering your charge to meet the competition. If you do that, then the Company you have the contract with will think they were being “overcharged” previously. Always strive to maintain a high quality of service, this will establish an impeccable reputation in your market area. Some of the "lost' accounts will return.. You’ll hear them say, “I just had to try them at that price.” Ultimately, they realize that the “lower” price produced a “lower” quality service.

Develop a philosophy that you can’t do all the cleaning in your market, so only do the best. By staying with the highest standards of service, you will attract customers who seek the highest level of proficiency and are willing to pay a “fair” price for “high” quality service. You may even want to become selective in your clientele. This may become warranted for one and two truck operations where the number of technicians may be limited.

You want your people rested and able to provide top quality, daytime service to the most affluent residential market. Residential cleaning accounts for the majority of the total cleaning production in this country. The balance (the commercial market) is inherently the less profitable night work. If crews are working day and night then quality will suffer. You will get your share of the Commercial market as many residential customers either own, manage or work for Companies. These residential clients become your emissaries of good will. No sales force could accomplish what these satisfied customers will do for you. This will allow you the luxury of working for a Commercial market that appreciates “high” quality service.

When the competition works for low pay and at night, they do not do a good job in the market that seeks and is willing to pay for high quality.

Simply put, a happy customer means repeat business.

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