Monday, December 30, 2013
Clene Times change
For the last five years we have published an electronic version of Clene Times on our web site on the internet. All reader comments have been positive so far and have encouraged us to use the web site. The next issue will be printed and mailed as usual but future issues will only be available on our web site.
Note: The EDD (Every Door Direct) mail service offered by the post office is suggested to Bane-Clene Operators in the USA as the best and least expensive way to target specific residential and commercial markets for cleaning prospects.
Friday, December 27, 2013
New boss at Federal Reserve Board
Banks are happy because they get virtually free money to lend. The carrot on that stick is that when banks submit to buying their share of government bonds they get on a "good guys" list of being "too big to fail" in case of another banking industry collapse.
Yellin's appointment also means continued stalling on a program to audit the Fed. They simply don't want strangers rummaging through their secrets which date back a hundred years. Can you imagine the "deals" that are buried in those files?
Normal politics calls for acceptance or resistance to her appointment across party lines until there is an agreement to give in to an audit. Don't hold your breath. Establishment politicians on both sides of the aisle are in the Fed's pocket and she'll probably fly right through.
Wednesday, December 25, 2013
Merry Christmas
Monday, December 23, 2013
The "closer"
When Mariano arrived at the mound in the 9th inning announcers introduced him as a "closer." This made me think of the sales end of our business. How often have we been told about the importance of "closing" the sale? Writers and teachers usually infer that once a sale has been "closed" all is well. But in reality nothing could be further from the truth.
In Mariano's case he had to face at least three major league hitters. "Closing" a sale is no easier. We still have to do the job. Everything to this point has been promises. The "closing" of a cleaning job is, in fact, just the "opening" or the "beginning" of what should be a satisfied customer and a long business relationship. Our careers demand it!
When we "close" the sale, we feel good about getting the job, but customers may actually feel a degree of anxiety or have a touch of "buyer's remorse" since they have yet to see our finished products or services. Now is the time to step up to the plate and deliver a memorable, long lasting performance. Our customers deserve it!
Friday, December 20, 2013
More paper than taper
The stock market went wild in celebration with the Dow Jones Industrial Average closing that afternoon on the upside at $292.71, even though $10 Billion is hardly a blip on the economic radar scope. The way I figure it, that might take care of broker's commissions and holiday bonuses for December. Meanwhile easy credit for Government Motors and the rest of the auto industry will continue, but small business will continue to suffer.
Wednesday, December 18, 2013
We need the Judge
There are charges of unconstitutionally circumventing laws passed by congress. When asked what can be done about it the answer is much the same. "We'll have to be more careful the next time to write something into the law to take care of that." Government is out of control and until there are term limits and the ruling class lives by the same rules as our citizens, it's going to get worse.
Remember the legend of Judge Roy Bean, "The only law west of the Pecos?" If the Judge was alive and in authority today in Washington, more than half of the population would be in jail and at least a third of those would have already been hung.
Monday, December 16, 2013
Phone hints
Voice volume makes it easy or difficult for others to hear us. Nervousness can be reflected through lower volume and hesitation. Hold the hand set near your mouth or you won't sound loud enough but not too close to pick up the sound of breathing. Avoid a monotonous tone of voice by varying the delivery of words and sentences.
For example, emphasize our qualifications by saying confidently, "We have the experience, education and equipment to do the job right." Some callers may equate confidence with competence. Conversely, too much confidence may come across as being arrogant, egotistical or unrealistic. To reduce the likelihood of this happening, temper self-confidence with enthusiasm.
Enthusiasm is a quality communicated through our voice. A good method of relaying this quality is to smile as we speak on the phone. A smile can be "felt" and adds a pleasant, friendly quality to voice patterns. Elizabeth Bane put a little heart-shaped mirror at each of our phone stations in 1978 so the operators could see their own smile as they talked.
Speed in the rate of speech can interfere with effective communication. If we talk too fast, pronunciation and enunciation will suffer. If we talk too slow the caller may lose interest. When hiring someone to answer the phone, make sure you can understand them when they speak. Three things make us successful in our phone procedures. They are "Practice!" "Practice!" "Practice!"
Friday, December 13, 2013
Poor timing
Wednesday, December 11, 2013
You can learn something anywhere
My flight was delayed and as I arrived at the meeting facility the doorman asked if I was there for the big meeting and I said yes. He said, "It's in the main section of those meeting rooms right over there. I slipped in and took a seat in the back row so as not to cause a disturbance. There was a panel discussion in progress that drew my immediate attention.
A gentlemen on the panel said, "Take the carpet cleaning industry for example. They have the opportunity to work for a customer many times during the anticipated life of that carpet. This represents a long profit stream. That's not the case in our business. We can only do it to a customer one time." The room errupted in laughter.
That made me suspicious as did the large number of people in attendance. As I looked around the room I didn't recognize anyone and began to feel as if I were in the wrong meeting. I stepped out in the lobby to check and sure enough there was a sign I hadn't seen when I came in the other door. They were funeral directors from DC, Maryland and Virginia.
The guy on the panel was right. We are so blessed that we can work for a client many times during our careers. If we're careful and treat the customer right we can even work for their descendants. Some cleaning businesses started in the '70s are now in their third generation. That's exciting.
*The bill never made it through congress.
Monday, December 09, 2013
A friend of our industry retires
Many famous people have been invited to speak at Bane-Clene meetings. Some were celebrities and many were hard-working people from inside and outside our industry who had an effect on our customers' businesses. Carpet industry people like Carey Mitchell, Ron VanGelderen, Bill Doan, Cy Gantt, Jim Keener, Irv Shaw, Don Mercer, Walt Lipscomb, Jon Trivers and Don Barrett, Jr. helped us build an image of credibility.
Carey was presented with our "Jimmie Award" for having a profound affect on our company and our customers. Shaw maintained a state-of-the-art laboratory to test and study the effects of cleaning on their products and over the years he sent members of his technical staff to Bane-Clene Institute. This commitment by Shaw Industries to work with cleaners demonstrated an understanding of where the rubber meets the road.
On behalf of all of us at Bane-Clene, may we wish you a blessed, healthy and happy retirement Carey. Thank you for your many years of service to our industry.
Saturday, December 07, 2013
Remember Pearl Harbor
"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 remember this, too. Freedom is not free!
Friday, December 06, 2013
A new era in prudence
An executive with Twitter was questioned about how they expected to monetize the company and become profitable. He said they intended to figure that out as they went along. That's the same mentality that prompted the famous congressional leader's remark about national healthcare when she said, "We'll just have to pass the law to find out what's in it."
That seems to be the way things are done today. Janet Yellin, the new Fed head honcho, is apparently going to continue printing money and buying junk bonds. Wall Street tycoons are inebriated by the good fortune coming their way. I was pretty young in '29 and don't remember events leading up to the great market crash, but I'll bet there was comparable confusion as it headed down the nearest sewer.
Wednesday, December 04, 2013
Where have all the Gurus gone?
About 15 years ago a strutting little example of such a "Guru," accompanied by two body guards, came up to my booth at the big Surfaces Show in Las Vegas. He introduced himself in an almost defiant manner as the one who could save and promote my company if we used his training and coaching programs. The names he dropped as associates and clients were like a "Who's Who."
This little braggart was only one of many making a pitch for the few educational dollars available in our industry. Fifteen years later most of the Gurus have either gone or have taken cover in their failure to keep the many wild promises they made to the struggling cleaners they fleeced. With apologies to Peter, Paul & Mary here's a parody:
Where have all the Gurus gone, long time passing?
Where have all the Gurus gone, long time ago?
Where have all the Gurus gone?
Gone too, are the exploited ones.
Oh, when will they ever learn?
Oh, when will they ever learn?
Monday, December 02, 2013
A lesson in longevity
"In 2011, Jasper Dividal came in to have his equipment switched to a new van. I was looking at his old van when I realized that it was the one I started on in 1984. He bought it in 1985 and I just couldn't believe it was my old truck and equipment. He came in the other day for a weld repair on his old 1984 fresh water tank. That old equipment is still out there every day making money in his new truck."
When he bought our used van in 1985 it had approximately 25,000 miles on the odometer and the equipment about 2,000 hours. In those days we sold our rolling stock every year so we always had new trucks on the streets. The last few years the cost of vans has jumped so radically that we have to keep them longer now.
When Jasper switched vans in 2011, Dan's old van had 510,000 miles on the odometer and there is no telling how many hours on the old cleaning equipment because the clock was broken. The 1984 base unit had a motor replaced in 2005. The vacuum pump, winch, gear motors and all other major components are original and operational.
Many years ago we made the decision to build equipment that would have no built-in obsolescence and last a long time, but this is ridiculous.
Friday, November 29, 2013
Keeping commitments
The luncheon was a huge event. When I arrived I was handed an engraved program and I was scheduled to speak between Gene Cernan, the Astronaut, and Ameritech's Chairman and CEO, Richard Notebaert. I had nothing prepared so I borrowed a 3 x 5 card from the registration desk and slipped into the restroom to make notes for my speech. Lee Holst, Ameritech's state manager, said it was the best speech I ever gave.
Fortunately, I knew quite a few Yellow Pages people, could personalize the remarks and they enjoyed that. Since Yellow Pages were in my department at work, I also knew a lot about that end of our business so it wasn't difficult to flatter my friends at Ameritech with numbers and statistics. It would have been embarrassing for my company and a disgrace if I had not gone. And I wouldn't have had the privilege of meeting Gene Cernan.
All of the top executives with Ameritech were there along with the Mayor of Indianapolis. I'll never forgive Bill for asking me to stop by and just "say a few words."
PS... This is the anniversary month of Lee Holst's passing in 2010. Hardly a day goes by that something doesn't remind me of him.
Wednesday, November 27, 2013
Shaw joins the exhibitors
Shaw Floors restored the Grand Central Terminal in New York City with more than 14,000 square feet of carpet, hardwood and resilient floors. It's estimated that a million people pass through Grand Central Terminal each day, totaling tens of millions of footsteps. This will no doubt be the ultimate test for any floor covering material.
“Just like our homes, the floors of Grand Central Terminal are put to the test each day with kids, messes and weather,” said Randy Merritt, president of Shaw Floors. “Design and durability have been at the core of Shaw Floors and Grand Central Terminal for decades, setting a strong foundation for this year’s partnership in one of the busiest rooms in the world.”
I wonder if Shaw gave any thought to cleaning the carpet? I don't think maintenance was mentioned in the press release but I'm sure the public would be interested. The January Clene Times will have a column about exhibit-type advertising. I'm going to put this Shaw press release in that same issue since it is so interesting.
Monday, November 25, 2013
CRI's Braun to retire
CRI Board Chairman, David Jolly of J & J Industries, said, "Werner has been a stalwart defender and promoter of the carpet industry throughout his time at the Carpet and Rug Institute. His depth of knowledge on technical issues, combined with his strengths at issues management and consensus-building, have made him an extremely effective leader for the CRI. Werner has set a high bar for his successor."
Braun and his wife Mary and their children Marylyn, 18, and Werner "Bay" Braun, 16, plan to remain in Dalton. "We love it here," Braun said, adding he will continue to be an active community volunteer.
On a personal note, I've had the pleasure of playing golf with Werner on several occasions and having dinner with his wonderful family. Throughout his tenure with CRI, he has always been available and open to any suggestion. Whether he agreed or not, he has always been more than gracious. All of us at Bane-Clene wish Werner a wonderful retirement.
Friday, November 22, 2013
JFK
The motive and perpetrators are still a subject of debate. Union bosses, Mafia members, CIA officials, political opponents and foreign spies have all been juxtaposed along with Communists and others as possible suspects.
One thing is for sure. That day in Dallas changed the direction of our politics and ultimately changed our lives and the world forever. The rest of the '60s were mired in the mud of the cultural revolution and the divisive war in Viet Nam.
Wednesday, November 20, 2013
Tax hint
Monday, November 18, 2013
In Memoriam
Oka Thompson Negley
February 26, 1926 - November 1, 2013
It is with a heavy heart that I report the passing of the grand lady who ran my office so efficiently for 35 years. Oka retired in 2010. She was married to Robert H. (Pete) Negley for 60 years. Pete passed away in 2007. Oka is survived by her sister Vivian, children, Dana and Diane, a grandson David, a great granddaughter Kaityln and Tammy, her favorite niece.
In 1975 I hired several secretaries only to find they used white out by the barrel or couldn't spell. In despair my wife Elizabeth said, "You need Oka." They were long-time friends and sorority sisters. Oka was a church secretary when Elizabeth invited her to lunch and asked her to join our company. She did and there is no doubt that she had a strong influence in our company's success over the years through her hard work and dedication to her job.
Oka was perfect. She was prim and proper and always there when needed. When necessary she would work twelve hours without a question. She took short hand as fast as I could talk and typed 90 words-per-minute flawlessly. Oka didn't say much, but when she did it was meaningful and I learned to listen. At Mini-Clinics she kept me on track with Que cards and at every convention she was the official greeter with the beautiful smile. Thousands of our customers from around the world considered Oka a friend.
Over the years she developed a vast knowledge of intellectual property law and worked closely with our lawyers to protect the rights of our customers and our company in the use of our copyrighted ads and trademarks that have proved to be so valuable.
Dr. Herb True, PhD, speaking at our 1976 convention pointed to Oka as a person we should all imitate. He said, "Oka has a smile that would ripen a banana."
That's how I will always remember her.
Friday, November 15, 2013
Coaching
John Wooden, the legendary coach, had a unique skill enabling him to impart
his philosophies and wisdom to his teams which were exceptional. Wooden was
a fierce competitor but when he lost a game he never blamed officials or his
players. When his team won he didn't brag about his coaching skills and generally
found room for a compliment to the other team in his analysis of the game. Today,
this formula is used by most successful after-game speakers and analysts.
In the carpet cleaning business, it's rare to hear a colleague in the industry
say anything complimentary about a peer. Usually, if given half a chance, the
opposite is true. Even if an insulting comment is true, the criticism casts
a pall over the entire industry. My dear grandmother always said, "If you
can't say anything good about a person, don't say anything." Think about
that the next time you're tempted to knock a competitor.
©Bane-Clene® Corporation 2013 Reprinting or electronically publishing this article is strictly prohibited without permission from Bane-Clene Corp.
I'd like to hear your comments on this article.
Please e-mail me at wfbane@baneclene.com.
Wednesday, November 13, 2013
IICRC + ICRA = IICRCA
Last summer IICRC announced a "new" mission statement to advance
globally recognized standards and certifications for the cleaning, inspection,
restoration and installation industries. The plan includes setting goals all
through their operations including administration, governance, communication,
standards, education, certification, examinations, instructors, schools, marketing,
international activity and especially their "new" affiliated trade
association, the International Inspection, Cleaning and Restoration Council
of Associations (IICRCA). That lofty statement can be summed up in one word.
"Control!"
As a died-in-the-wool conservative I have a built-in mechanism that automatically
questions anything that even hints at control. And IICRC's "new" mission
statement reminds me of our bureaucrats in Washington hard at work to make us
believe that bigger is better. But this "new" plan is not really new.
Ed York, the founder of the predecessor, IICUC, was a deep thinker, innovator,
and probably started more enterprises connected with our industry than any person
I knew. Ed saw the potential of controlling the industry through IICUC and set
the wheels in motion for what has become IICRC.
Control was definitely on his mind the day he called me to recruit the PCA,
a private association of Bane-Clene owners, to support IICUC back in the '80s.
In our discussion he told me in no uncertain words that control was the key
objective and listed the advantages of such power. Ed said he admired the way
I controlled PCA. His idea was that in order to control the industry the first
requisite was control of the small associations that represented local cleaners.
While his plan had a certain intrigue, I thanked him for inviting me to participate
but declined because he was wrong. The sixty people who started PCA in 1980
were adamant when they organized it. They wanted an association that was totally
independent of the rest of the industry.
In the mid 1990s, my friend Herb Harpham of Certified Chemical Company was
program chairman for a convention in Toledo, Ohio and asked me to speak. Lee
Zimmermann, president of the association, and his wife Kathy introduced me to
exhibitors and many of their members and made me feel quite welcome. But, just
as I was introduced to speak, a strong advocate of IICRC said loud enough for
everyone in the audience to hear, "Who the hell invited Bane to speak here?"
Herb was embarrassed, but I got a nice hand at the end.
After my speech, I was taken to a private luncheon hosted by IICRC. At that
time they were promoting ICRA, an umbrella spin-off that would essentially mean
the end of any influence by local associations. The movement was unpopular and
was overwhelmingly rejected. Before the principals realized I was in the dining
room, one of them began to outline the same basic plan that I suspect they have
today. About that time I was recognized and informed that the luncheon was a
confidential board meeting and was politely asked to leave. An insider filled
me in later.
The acronym has grown by a few initials (IICRCA) but I'd bet it still promotes
the fundamental ideas that were proposed that day in Toledo. Just like the big
government bureaucrats they emulate, IICRC is beating the same drum. Their intention
is simply to control the cleaning, restoration and installation industries.
The progressive movement in politics started more than a hundred years ago and
just like their models in Washington, they don't give up. They failed in '95,
but to paraphrase the Terminator, "They'll be back".
IICRC has recently purchased a former bank property in Las Vegas that will
serve as its new Global Resource Center. The property has approximately 2,500
square feet of warehouse and 17,500 square feet of office space. My prediction
is that this time they may "get 'er done."
They even own a bank building to hold all of their money.
©Bane-Clene® Corporation 2013 Reprinting or electronically publishing this article is strictly prohibited without permission from Bane-Clene Corp.
I'd like to hear your comments on this article.
Please e-mail me at wfbane@baneclene.com.
Monday, November 11, 2013
Veterans day tribute
L to R: Jim McDonough Owner (US Army Ret), Brandon
Senior Tech, Trainer and Dothan Truck Leader (Veteran Carpet Cleaner ) Garrett
Truck Leader Enterprise ( USMC ), Jordan Carpet and Lawn Technician (Eagle Scout),
Joel Lawn Technician ( Army Infantry ), Michael Lawn Technician ( Ships to Ft
Benning, 5 Nov, Army ), Todd Senior Lawn Tech and Trainer (Navy) & John
Cappadoro Owner (US Army Ret)
Veterans Carpet Cleaning and Lawn Service, LLC, Enterprise,* Alabama
I couldn't think of a better way to recognize Veterans Day than to
feature a group of young warriors who have made the transition from military
life into a successful business. Three years ago in October 2010, two active-duty
army officers took leave, came to Indianapolis and attended Bane-Clene Institute
to investigate the carpet cleaning business.
Six months later, with a combined 42 years of service to their Nation,
Jim McDonough and John Cappadoro purchased their first Bane-Clene system on
their retirement from the Army. The two aviators said their ambitious undertaking
was: "The desire to be small business owners
who could not only be successful but who could take ownership of their future."
Last month as I entered our classroom to address the students, there
were John and Jim in the front row again with two new members of their team.
In just two and a half years they established a good reputation with Angie's
List and built a solid customer base. They're expanding to Dothan, AL., and
brought Brandon Wilder and Garrett Eichorn to school. Their company name reflects
the character of these men. Hiring veterans whenever they can is helping solve
the economic dilemma facing members of our armed forces as the military downsizes.
To Jim and John and all of your people: Good luck and thanks to all of you for
your service. May God bless you and the country you defended so well.
PS: This old Jarhead was touched when Garrett Eichorn, obviously USMC bred,
greeted me with "Semper Fi" and told me Parris Island hasn't changed
much since I was there nearly 69 years ago. I respectfully disagree. I believe
today's warriors are stronger, tougher, better equipped, better trained and
just as dedicated as those who served before them.
* What a great name for a city in which to start a new business!
©Bane-Clene® Corporation 2013 Reprinting or electronically publishing this article is strictly prohibited without permission from Bane-Clene Corp.
I'd like to hear your comments on this article.
Please e-mail me at wfbane@baneclene.com.
Friday, November 08, 2013
A good sign
Brintons announced recently that the high-end healthcare market is moving from a clinical environment to rooms and suites similar to 5 star hotels. Brinton's is using anti-microbial technology and new carpet designs to enter the healthcare market. The announcement is exciting for another reason, too. The move shows a trend in high-end medical facilities going back to carpet. It's soft, quiet and safe compared to hard, slick and dangerous for falls.
Wednesday, November 06, 2013
Quote on O'care
"It’s seriously bad. Somebody made a grave error, not in designing the program but in implementing the web aspect of it. Anybody can put up a web page and claim to be a broker for this system. I will predict the loss of income for millions of Americans who are going to lose their identities. You can imagine a retired lady who has $75,000 in the bank, her whole life savings, having it wiped out in one day because she signed up. And believe me, this is going to happen millions of times. This is a hacker’s wet dream."
Monday, November 04, 2013
CNG (compressed natural gas)
In 1991 our service company trucks were rigged for CNG. We stopped using it the next year for two reasons. There was only one CNG filling station in our area and it always had long lines. Our Techs didn't like the usual 45 minute to an hour wait-time. Citizens Gas Co., never followed through with their promise of in-house compressors.
I imagine the government wouldn't allow in-house compressors hooked to the company gas line because they couldn't figure out how to collect the taxes they get at the pump. Like everything else they touch, government slows or stops progress in dealing with foreign oil dependency. If they ever allow in-house compressors we'll convert to CNG again.
Friday, November 01, 2013
More e-mails on "CRI"
Remember a few years ago when CRI was such a hot issue? In researching an article recently I came across more than 200 e-mails that were sent to me at the time and in re-reading them I found them interesting and still pertinent in some cases. There were so many I'll just publish a few of them occasionally. Here's today's batch:
"CRI withdrew its XRF test from ASTM standard consideration when the ASTM scientists submitted a list of written questions. CRI chose to withdraw rather than answer the
technical questions at the ASTM meeting in April, '08."
"The vast majority of carpet warranties have already been VOIDED long before we showed up. The main reason ? The carpet was never correctly installed as per CRI installation standard 104/105. In the last 15 years I have never had anyone ever ask me about their warranty."
"What you have is Green Seal backing away from CRI because CRI wants to distance itself from Green Seal so they can come up with their own standard and shut Green Seal out. Gee would you think the troops at CRI would ever do something to be so self serving? AT the same time Green Seal is no better in its hopes to dominate the Green Market. In the end they each will have to Kiss up to USGBC (United States Green Building Council) because the LEED program drives Green, not one industry like carpet makers or Juice Producers."
"I remain troubled by the "Certified Space Technology" position that is achieved by paying for the "top position", which is not explained in the rankings. It's of interest that this "top billing" was only paid for by franchise organizations."
"When independents get wise to CRI and IICRC plans for dominance, the whole picture will change. Remember the DuPont Stainmaster debacle with Stanley Steemer? When the word gets out us grunts will boycott them. Let the frannies do the work if they can and I know they can't."
"Platinum rating sounds like something the government would invent. Instead of what comes after a trillion, the CRI will be asking, what comes after platinum?"
"Nice to see the CRI and Shaw raising the bar. Mighty Pack by Rug Doctor. Wow, I didn't see that coming and ChemWhoo, too. There is nothing like a little cash to move things along."
PS: It took ten years to sign up the first 1,000 CSPs (Certified Service Providers). In just two years that number shrank to 809. Most CSPs are franchises because independent professional cleaners have resoundingly rejected the program. Even the supporting franchise operators are reluctant to advertise the CRI/SOA, probably because of its love affair with DIY.
PPS: I don't know what the guy who wrote the second from last e-mail knew about our current healthcare situation, but did you notice the comment about "Platinum?" Maybe he's clairvoyant because that e-mail was written several years ago. Or maybe the bureaucrats in Dalton are ahead of those in Washington. Notice the ratings ... Bronze, Silver, Gold and Platinum.
Wednesday, October 30, 2013
The truth, the whole truth and nothing but the truth
This man was a PR machine. He had done his homework on the cleaning business before he got into it and could talk intelligently about it. During class at Bane-Clene Institute he often took the floor and indulged us in speculation about his plans for success. In advertising class he gave his ideas freely and appeared to have some knowledge in the subject.
His business card said he was "bonded, insured, guaranteed," and that he had "10 years experience." In class he went into great detail about the importance of "blowing one's own horn." Before he advertised "Bonded" he should have talked to his insurance company and understood what it means because in his first year he was sued by a customer and lost.
It's not easy to tell someone who is spending money with us that they're wrong. But I tried to explain the "bonded" issue and to delicately point out that he was new in the business and advertising "10 years experience" and "Award winning service" was false advertising. The sad end to this story is that he didn't make it to his first anniversary.
Monday, October 28, 2013
Bane-Clene® unit for sale
Besides confirming high fuel prices and a bad economy, there is a rewarding aspect for Bane- Clene. Our used systems are in high demand and requests for them have increased. Bane-Clene units 10, 20 and even 30 years old are snapped up and put into service. Recognizing this trend, Don Bane began buying and refurbishing our used systems several years ago.
I've never advertised anything for anyone on this Blog. But Lo and behold! The other day when I looked at one popular used equipment site there was one of ours, all alone with page after page of those petroleum-guzzlers and I felt sorry for it. Here's the ad. Please call the owner direct. Don't call us. We're NOT responsible for the condition of the unit or any provisions of the sale.
Beautiful blue one ton 350 engine Chevy van (1997) with 1997 Bane permamount deluxe Electric truckmount in EXCELLENT shape. Built-in aluminum cleaning & storage racks. 120 gallon Stainless steel solution & waste tanks. 3 Electric reels. Great starter or second van, ready to go. In my 28 years in the business I've used it "all" and I MUCH prefer this electric unit and lower maintenance costs. One owner, one driver, garaged at night. Plenty of power for large homes and commercial work. * Location Ocoee, Tennessee * Call Bob at 423-322-8583. $6,500.
P. S. Happy Birthday to a very special little person, on her very special day!
Friday, October 25, 2013
A numbers game
More than 50 years in the cleaning business has taught us what works. Example: By having our own service operation we know that there is nothing better than old fashioned direct (junk) mail to reach a specific market.
Some don't understand what makes direct mail work. A select mailing list, a good mailing piece sent to the same address as often as budget will allow and someone who knows the business to answer the phone when a prospect calls to inquire... That's what it takes.
We have a complete line of reasonably priced brochures that are designed, tested and proven to target the specific market for the services we offer. Call our toll-free number, check out our catalog or look on-line for details. They really work.
Wednesday, October 23, 2013
Cold weather ahead
Don't forget to keep heat in your truck if you park outside. If you take your base unit to a heated area be sure to remember pressure sprayers and other equipment that may contain water. Brass parts will distort when they're allowed to freeze. Don't leave your cleaning heads unprotected in freezing weather. Chemicals may separate when allowed to freeze.
And don't forget to keep emergency gear like a snow shovel, newspapers, flares and a flashlight on board in case you get stuck in a snow drift. That snow shovel can be a public relations bonanza, too, if you use it to shovel a path at a customer's home.
Monday, October 21, 2013
The "new economy"
But let's take a look at the root of this economic boom. The "free" money from the Fed really only benefits those who are "connected" to government or Wall Street. Naturally, peripheral vendors do well, too. The DC area for example, even with the so-called government shut-down, has the highest income per capita in the nation. What is the economic engine that drives DC? Lobbyists, lawyers, accountants, and government taxing, borrowing and spending!
For consumers this exciting "new economy" means we can watch football in our car, at work or anywhere and we can play video games all day long with people working in other offices. We can read tweets about someone we don't know dining in a restaurant we never heard of. We can make reservations for our vacations or dinner while at work or even as we drive home. All this activity is guaranteed to keep us occupied and oblivious to what is really happening.
I have qualms about all of this. Who besides Wall Street, lawyers, devise makers, big carriers, politicians, government employees and tax collectors are making money from this "new economy?" Can walking around looking at a hand-held devise all day make a living? Will playing games on company time make an employer prosperous? Is the inflationary influence affecting NYC and DC contained? If the answers are "yes" then I'm all for it.
Friday, October 18, 2013
100 years old this month
The federal income tax has a birthday this month. It began as an innocuous 1% tax on income of more than $20,000.00. The form was three pages long with only a one page instruction sheet. Five years later, at the end of WWI, it had a top rate of 77% and has been a political football and hot potato ever since.
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Wednesday, October 16, 2013
Be Alert
Scammers are already taking advantage of Obamacare. Watch out for fake phone calls and e-mails asking for employees' social security identification numbers. The callers sound official. Fake e-mails are easier to spot. In any event hang up or delete.
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Monday, October 14, 2013
The "Gunny" said it
There was an old Gunnery Sergeant in the Marine Corps in World War II who taught this philosophy for survival. "If you ain't shootin', you better be loadin'. If you ain't loadin', you better be movin'. If you ain't movin', you're gonna get dead."
The old Gunny's ideology could be applied to business today. When things are slow and you're not shootin', clean up your equipment and stock your trucks. That's loadin'. Then make courtesy calls, plan ads and get out your brochures that tell about your service. That's movin'.
Too many people in the cleaning industry are hunkered down waiting for their competition* or the government** to do something.
*Congratulations to Stanley Steemer® on their latest TV ad campaign. They're movin'!
** They're gonna get dead!
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Friday, October 11, 2013
Stock answers
Lately a lot of e-mails have asked where I get the information I write about. Most of the comments along with that question are complimentary, but a few are not so much. I usually answer the e-mail with a few lines of prepared text like this:
Thanks for reading the stuff I write. Most of the info I get is from guys like you who are really in the business, plus some golf buddies who are attorneys, accountants and successful business people. Over the years, I've learned to trust what they have to say. About 30 of us are in regular e mail contact. I even have a few politician friends, believe it or not.
To close, I address the individual question about business. The point is that I trust the core of people with whom I regularly correspond and I don't usually write about something without the benefit of asking some of them for advice or knowing the answer from first-hand experience.
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Wednesday, October 09, 2013
More on government healthcare
At the end of WWII, I spent two weeks in a Naval Hospital with pneumonia complicated by malaria. The head nurse, Lt. Helen Heffentrager, must have been jilted by a Marine because anyone who wore our dogtags became the object of her irritation. Every morning she would scream, "Get up out of that sack you lazy, (bleeping), good for nothing Jarhead, and swab the deck." She was a foul-mouthed, red-headed hellion.
I remember a Navy Dentist who wouldn't give me Novocain. He said, "Marines are supposed to be tough." Probably these events are the reasons I chose a civilian doctor and hospital in Philadelphia rather than use the "free" government health care when my wife was expecting our first child. I was in the Marine Corps when she was expecting our second son in 1951, and I chose a civilian doctor and St. Vincent's Hospital in Indianapolis.
Sidebar: Elizabeth had a Cesarean Section and a private room at Episcopal Hospital in Philly for seven days. The total cost for the hospital room, operating room, surgeon and doctor for pre-natal and post-natal care was $402.00. The hospital used four pints of blood in the surgery and we were not charged for it. They just asked us to donate eight pints to their blood bank and my Marine buddies took care of that. BTW... Navy Corpsmen were exceptional.
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Monday, October 07, 2013
Healthcare and inflation
Talking heads on TV say government healthcare will cost more and be less efficient. Radicals on both sides seem to agree on that. Don't forget that all the big insurance companies met with politicians before the plan became law and you can bet they played CYA.
Meanwhile the Fed is printing $85B a month but contends inflation is only 2%. Last week I listed real inflationary increases for things that we use in business. They ranged from 3% to 30% and most people I've talked with say their healthcare rates are increasing from 10% to 40%.
Today I got a 90 day supply of arthritis pills for Tramp, my old hound dog, and they cost 50% more than the last batch. And here's something else for you animal lovers to think about. Some insurance companies are offering insurance plans for animals.
Be careful. When we didn't have health insurance for humans, a hospital room was $10 a night and a doctor made house calls for $8. Insurance is a form of socialism and anything with that label makes everything cost more.
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Friday, October 04, 2013
More on "QE"
Here's a quote on the subject by a prominent author that was sent to me after my comments last week about the irrational behavior of the Federal Reserve Board:
"As government printing presses and central banks inundate the marketplace with ever expanding supplies of money and credit, the tragic consequences are becoming much easier to see. It is increasingly difficult for politicians to explain away the economic upheaval, social disorder and general erosion of the moral and social fabric attendant on their policies. "
No, that wasn't written this year. That quote is from a book titled "Age of Inflation" by Dr. Hans Sennholz, circa 1979. The book should be required reading for everyone, especially idiots in government who spend taxpayers' money.
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Wednesday, October 02, 2013
Information on a fast track
Watching the news it was interesting to hear a reporter talking about how the news business has changed because of instant communications. As a low-tech person who still doesn't even have a smart phone, I began to think about the old days of slow-flow information. Whenever we discovered something helpful, it would take weeks or even months for it to filter down to our customers. Today a few key strokes on a special e-mail list and every customer gets the latest information almost immediately.
More important, the information flow phenomenon has become a two-way conduit. People who are not even customers comment on things I write about in my blog or in the company newsletter. Thanks to e-mail, even a low-tech person like me can stay in the loop as to what is on the collective minds of my colleagues in the business and what's happening out on the firing line.
The statistic that really boggles a low-techie like me is the report Google sent recently that said there were 42,859 views of my blog since I started writing it. Wow!
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Monday, September 30, 2013
Shaw® & Mohawk® to invest $280 million in Northwest Georgia
Shaw plans to spend $85 million on a carpet tile manufacturing plant in Adairsville that will employee 500 people. The company also plans to upgrade its distribution system with an additional 535,000 square feet of warehouse space in Dalton. Over the next five years, Shaw said it expects to add 110 employees in Northwest Georgia.
Mohawk is spending 180 million that will add 500 more jobs. They're also into a new ad campaign titled, "License to Spill." If ever an ad campaign suggested the need for professional cleaning service this is it. Mohawk is promoting their SmartStrand® brand by pouring chocolate, fondue and chili dog sauce on a sample carpet and then cleaning it with just plain water.
Recognize the script? It reminds me of Amoco's big roll-out for Marquesa Lana in the '90s. Don Barrett, who was in charge, went far beyond what Mohawk dared to do. He poured bowl cleaner, battery acid, shoe polish, hair dye, mustard, ketchup, red wine and anything else the audience wanted to bring on the sample carpet before it was cleaned by a Bane-Clene® operator. More than a hundred of you were involved in these shows nationwide and prospered.
The demos were intended to show that the carpet didn't need a professional to clean it, but just calling attention to the mess brought instant business to most of you who did those demonstrations. Carpet still needs to be cleaned and so will the new miracle fibers. And Beaulieu® has been advertising their Bliss Brand heavily. These are all signs that the carpet industry is on the rebound and we wish them well. The health and welfare of the cleaning business is directly related to that of the carpet industry. Pent up demand definitely means more business in 2014.
Better be ready!
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Friday, September 27, 2013
Inflation only 2%
The Fed says we shouldn't worry about hyper-inflation. Yeah...Right! Here are some "real inflation" increases forecast for next year that contradict everything the Fed says:
- Rent 3%
- On-line ads 3%
- Travel 4%
- Overnight mail 5%
- Natural gas 5%
- Freight cost 5%
- Hotels 5%
- Car rental 5%
- Healthcare 6%
- Prescriptions 6%
- Postal cost 7%
- Insurance 10%
- Floodplain insurance 25%
The payroll tax base will be increased $2,700.00. Gas & Diesel will range from $3.45 to $4.10. Electricity will go up about 10¢ per KWH. And on top of all of that, I've talked to some folks around the country who say their health insurance has already gone up 30% to 40%.
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Wednesday, September 25, 2013
The Fed is 100 this month
They were authorized by Congress in 1913 and they're among the smartest people in the world. But there is another layer of intellectual gelatin above them calling the shots. Take " Quantitative Easing" for an example. "QE" was supposed to taper off when the economy started to pick up. Just the other day I heard the president say that he's creating lots of jobs and the economy is getting better. Then why doesn't the Fed back off on "QE?"
They keep up "QE" because of their big money interests. The Council on Foreign Relations, World Bank, World Trade Organization and other world trade enthusiasts haven't extracted enough of our savings yet to bring up living standards in 3rd world nations. This elite group smells massive sales of all the stuff that people would use if they just had some money. The problem is right now they don't have any money.....and we have so much!
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Monday, September 23, 2013
"QE"
"Quantitative Easing" was the con game that saved big investment banks and insurance companies five years ago. The Federal Reserve has been making noises about bringing the speed of the printing presses down a notch or tapering off for months. "QE" really means they've been easing money out of the pockets and bank accounts of anyone who tries to save money and pay their bills on time. Predictions are that it will lead to hyper-inflation.
Does anyone besides me remember the double digit inflation and turmoil of the Carter years? Price lists were obsolete before the ink was dry. I fear we're heading into another of those periods, hastened by such debacles as tax refunds for those who don't pay taxes. Have you noticed derivatives are gaining in popularity again? Shrill TV commercials say that if you owe $300,000 and your house is worth only $150,000 you can refinance it. Isn't this how we got into the financial mess of '07?
The Fed has been pumping $85 Billion a month into investment banks and Wall Street to buy worthless bonds. Brokers love the commissions. Last week Bernanke and Co., decided to keep up the "Artificial Insemination." The stock market went silly over the news. In fact "AI" may better describe the activity than "QE." Mr. Bernanke said the Fed has two goals. The first is to create employment for the middle and lower classes and the second is to keep inflation in check. I don't know how you score his success, but I give him an F in both.
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Friday, September 20, 2013
Hurry, hurry, hurry
Everything is fast today. Car commercials show speed and quick handling. Moms race their kids to school. Cadillac started it a few years ago with their "controlled aggression" ads. Now cars race down Manhattan streets at very high speed. Only cabbies can do that in New York. The erratic driving on our streets and highways reflects this car commercial mentality.
AT&T commercials show fast as being better. They contend that it's important for every friend to know instantly of our choice of a restaurant for dinner or other mundane bits of useless information. Have you noticed people looking at their hand a lot lately? Must be some kind of illness. Reminds me of an old schoolboy joke from the 1930s.
At my golf club, a new Pro put a clock at each Tee so players could see if they were on pace to play a four-hour round. The PGA has TV commercials promoting fast play for all of us amateurs. Never mind that Pros take five hours to play eighteen holes. Did anyone ever think that Pros might be better because they take a little longer?
Baseball is a unique game with no clock, yet there is talk about speeding it up. Next season we'll have the replay option, as in football, which may make it even slower. Getting rid of batting gloves and all the Velcro stuff would speed up play if they were really serious. On the other hand, why is everybody in such a hurry?
In the cleaning industry fast is conceived to be better. "Get the job done quicker and make more money" is the mantra of instructors peddling products throughout the industry that clean faster. Here's some advice! Spend a little more time on each job, give it your undivided attention and your customers will appreciate it and become valid third-party advocates.
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Wednesday, September 18, 2013
Thoughtful e-mail
Subject: The Clene-Times® commentary
I love receiving the Clene-Times publication and appreciate the quality of product and service we have received from Bane-Clene® over the years. I truly respect Bill Bane and the ‘person’ he is, sadly a fading breed of gentle person who conducts themselves in a way we could all be proud to emulate. But I just have to make a comment on the most recent September issue I received. In his column “Noise, energy dependence and pollution” ...he says, “Let them know we are environmentally friendly. Bane-Clene systems use electricity and not fossil fuels to power our cleaning systems. This puts us out front in the fight against air pollution and our nation’s dependence upon foreign oil that we buy from governments that really hate us.”
I believe this is wrong because electric plants are a MAJOR polluter of our environment, most being coal powered. And, even those that are converting to natural gas could be considered polluters if you consider the fracking issues in this country that produce natural gas. So I don’t think I would be using this argument to persuade clients that electricity is environmentally friendly. I don’t think it is any more or less friendly than anything else used to create energy. It seems that even wind power has issues in other ways damaging to the environment.
I don’t know why this struck me but it did so thought I would share my thought. I do appreciate the quality company you run and hope you are there for many years to come.
Sincerely,
Dianne Humphrey
Hi Diane,
I can't tell you how much I appreciate the fact that you read what I write and that you take your valuable time to comment. And you're right! As I wrote that article I thought about the things you're saying and about including a mention of coal and oil fired energy plant pollution but decided to keep it on an equipment to equipment comparison. After all, we do sell against that competition and I guess I could blame the economic devil for making me do it.
In defense, we do eliminate a great deal of air and noise pollution at each customer location and that is really what I intended to point out. Thanks again for your very thoughtful and respectful comments.
Bill
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Monday, September 16, 2013
New products enhance Seal of Approval logo
"The Carpet and Rug Institute's Seal of Approval testing and certification program for carpet cleaning supplies and equipment welcomes a group of new products and participants. With both newcomers and some familiar names represented in the group, the SOA program now stands at 376 solutions, 444 vacuums, 94 deep cleaning extractors and 104 systems for a total 1018."
This announcement was meant to demonstrate the importance of being part of the CRI/SOA program. But why are so very few CRI approved products advertised by their manufacturers or distributors as having the Seal? Sears® is using the Seal, but it's advertising for in-home carpet cleaning service. Very few professional cleaning companies advertise the SOA.
In our own service company ads, we use the limited space where it will do the most good. For example, we don't feature the SOA because of its lack of consumer recognition We use Angie's List and Better Business Bureau Logos because many millions of consumers recognize them as a symbol of high quality.
The SOA program began in 1996 but didn't come on line until 2002. It took ten more years for CRI to sign up 1,000 Certified Service Providers (CSPs). A look at their web site now shows that number has shrunk from 1,000 to 822. Many carpet cleaners see little value and are not renewing their annual membership. The other note of interest is that CRI touts 1,018 products approved for use on carpets. Ironically, CRI has more approved products than it does CSPs to use them.
Vacuum cleaner Infomercials are another story. The thing they all have in common is that they demonstrate how much dust and dirty air are spewed from their competitors' machines. This has been going on for years and the overriding message to consumers is that carpet is the source of filthy, germ-laden dust particles that are blown into the air we breath from a simple chore like running the household vacuum cleaner.
CRI's own technical spokesman, Dr. Michael Berry, described carpet as a "sink" or a collection place for filth. Cleaning industry teachers (many with no credentials) travel the land and espouse the message "Clean that Sink" in an effort to sell their miracle cleaning stuff. Well-meaning carpet cleaners parrot this information in their advertising and the public is inundated with the idea that carpet is the source of dirt, dust and grime.
Watch those Informercials and especially those for rental extraction machines that have the highest CRI rating and advertise the SOA. Consumer appetites are guaranteed to suffer if they watch these poorly produced shows during meal-time. The brains in the carpet industry haven't figured this out yet as they scratch their heads and wonder why sales suffer.
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Friday, September 13, 2013
Advertising Tip
Do you want to commit advertising suicide? Then try telephone solicitation, computer dialing devices, e-mail blasting, door-to-door canvassing, and 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 and you will offend rather than impress them. Don't take the chance!
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Wednesday, September 11, 2013
Remembering 9/11/01
Some say that a majority of Americans were unhappy that President Bush, a Republican, took us into war in Iraq and Afghanistan. Critics say neither country had attacked the USA and anti-war zealots point out that more than 4,000 Americans died in combat. I'm not one of George Bush's most ardent fans, but his first year in office saw a cowardly attack by Islamic terrorists that killed nearly 3,000 innocent people in NYC on this day in 2001.
The assault debilitated our economy and usurped many of our freedoms. Our travel and our privacy will never be the same because of these pusillanimous idiots. With election rhetoric already in full swing for 2014 and even 2016, take a hard look at a century of war and under whose watch the wars took place:
- President Wilson, a Democrat who ran as an anti-war candidate, led us into World War I in 1917. Germany had not attacked us and even took out ads in the NY Times warning of shipping explosives and armament to England. The Lusitania was loaded with contraband and sunk by a U-boat in what most think was a planned event to turn American public opinion in favor of going to war. 117,000 Americans were killed in less than two years.
- President Roosevelt, a Democrat, skillfully guided us into World War II and asked Congress to declare war on Germany which had not attacked us. Japan did attack us and there is evidence that politicians who wanted us in the European war delayed critical warnings that could have prevented Pearl Harbor which turned public opinion in favor of war. From 1941 to 1945, 450,000 American lives were lost.
- President Truman, a Democrat, took us into the Korean War. North Korea had not attacked us. Drastic budget cuts after WWII resulted in troops in the brutal Korean winter of '50 -'51 not even having foul weather gear. Most only had field jackets. From 1950 to 1953, 55,000 American lives were lost. Political interference with military leaders and collaboration with the United Nations caused the shameful loss of that war.
- President Kennedy, a Democrat, put 12,000 "advisory" troops into Vietnam in 1962 kicking off that war. North Vietnam had not attacked us. He also approved the invasion of Cuba, which did not attack us, and it failed when he withdrew support for the Bay of Pigs fiasco. This resulted in the death of many thousands of Cuban patriots.
- President Johnson, a Democrat, turned the Vietnam war into a quagmire of political interference. From 1965 to 1975, 58,000 American lives were lost. The entertainment industry with programs like M*A*S*H 4077 (actually it was about Korea but was openly anti-war) joined a biased media in swaying public opinion against the war. The nightly news, Hollywood and people like "Hanoi Jane" Fonda shared in the responsibility for humiliating defeat in that war.
- President Carter, a Democrat, allowed 52 U. S. Citizens to be held hostage for 444 days in our Embassy in Tehran, Iran. His anti-war administration also made serious cuts to military budgets. Then his ill-equipped and under-funded military failed in his futile and politically motivated attempt to rescue them. In recent years, Carter has been traveling around the world telling everyone who will listen about America's failings, a subject in which he is an expert.
- President Clinton, a Democrat, went to war in Bosnia. Bosnia never attacked us. After the first attack on the World Trade Center in '93, Clinton was offered Osama bin Laden three times by Sudan and did nothing. He sent military to Somalia that never attacked us. Remember Black Hawk Down? Clinton is famous for bombing a pharmaceutical plant in retaliation. Osama bin Laden got even on 9/11/01.
Do you see a trend here? The current mess in the Middle East is ripe for an anti-war Democratic president to get us into a war that may eventually result in the use of nuclear weapons. The only thing we have going in our favor is that this president is usually late for everything. He may miss the opportunity.
Wars solve all kinds of financial crises and we certainly have a big one right now. For example, the Cruise Missiles cost a million dollars each and they're talking about two or three hundred of them. Whoever makes those things has got to be loving it.
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Monday, September 09, 2013
Vehicle liability
A company vehicle driven by the owner or an employee puts the company at 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. Businesses are often seen as having "deep pockets." When litigation results from an accident that is the fault of a company driver, employers should have policies in place to minimize potential liability.
Here are a few ideas to protect your company. Perform motor vehicle record checks on every employee before hiring them and continue to do so routinely during their time of employment. Remember, an employee may lose their license and continue to drive without reporting it to their employer. Company vehicles should be properly maintained and regularly inspected and complete maintenance and repair records kept.
Most auto accidents are the result of driver inattention, disregard for signs and signals or a failure to yield the right of way. Provide drivers with a check list of steps to take if an accident occurs. Make certain that accidents are reported accurately and promptly. Insurance coverage can be jeopardized if an accident report is delinquent. Insurance companies provide booklets, posters and other literature to help educate and remind drivers of safe driving practices.
Be careful establishing company safety policies that have penalties or create employee fear of losing their jobs. This attitude may discourage an employee from being honest or may even keep them from reporting an accident. Accidents and vehicle damage claims should be handled by trained professionals. Your insurance agent is one and most agents will gladly help establish safety policies for a company if they are asked.
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Friday, September 06, 2013
More on going bananas
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:
Ulcers: The banana is used as the dietary food against intestinal disorders because of its soft texture and smoothness. It is the only raw fruit that can be eaten without distress in over-chronicler cases. It also neutralizes over acidity and reduces irritation by coating the lining of the stomach.
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!
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Wednesday, September 04, 2013
Confusion and stagnation
- State AGs Express Concerns Over Criminal Background Check Suits
- Using Social Media to Post About New Job Could Cause Legal Issues
- NLRB Rulings in Limbo as High Court Reviews Recess Appointments
- Some Small Businesses Consider Cutting Family Insurance Coverage
- Employers Deal with Injured Workers' Use of Opioid Prescriptions
- Smokers Cost Employers Extra $5,816 Per Year than Nonsmokers
- Employers Helping Immigrants Work Toward Citizenship
- More Tech Startups Doing Away with Management
- Companies Urged to Focus on Better Employee Manuals
This is just one week's worth. Some are much longer and worse. Multiply that by fifty two. Is it any wonder that small businesses without the advantage of having attorneys on staff or on retainer are in such a state of confusion and stagnation?
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Monday, September 02, 2013
Thoughts on trip charges
Once in a while I look at complaints in other industries to see how they're doing. A service call to repair a hot tub contained an add-on $50 trip charge. This infuriated the customer and caused a torrid complaint. Of course the hot tub company answered by explaining the reasons for the added charge such as the high cost of gasoline and insurance.
With all the chatter in the cleaning industry about trip charges on each invoice to cover increased gasoline prices, take time to think how customers will react. Most people realize that prices are going up regardless of what the official inflation rate is supposed to be. But they don't like having it crammed down their throats like a big pill in the form of a trip charge.
Raise your square footage or other pricing structure* a slight amount periodically to cover increased insurance and fuel costs, but don't wait until it becomes a burden on you or one of those obnoxious incidents for your customer. On written and phone quotes state the final full price with no break-out for any type of surcharges.
*This does not apply to bait and switch operators.
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Friday, August 30, 2013
CRI
Remember a couple of years ago when the CRI was the hot issue? In researching an article recently, I came across more than 200 e-mails that were sent to me at the time and in re-reading them I found the comments interesting and still pertinent in some cases. There were so many I'll occasionally publish just a few of them at a time. Here's today's batch:
"I wrote a letter to the CRI protesting their motives and direction. The entire premise of Professional Testing Labs testing equipment and chemicals for the CRI is flawed. In a 3,000 mile wide country to insist that people come to Dalton, Georgia is absurd."
"More importantly, how could people who have never professionally or commercially cleaned a carpet in their lives dictate the parameters for an entire cleaning industry? But worse, they insist that we pay them for the privilege of working with their fallacious blessing."
"CRI could really do a service for consumers by taking a pro active stance in the fight against carpet cleaning services that are responsible for fires, explosions and carbon monoxide related deaths. These disasters gain notoriety in the press and embarrass our industry. They're nearly all due to a lack of maintenance and inferior (or no) operator training. This is a strong reason to emphasize simplified education and to approve schools that teach proper maintenance."
"Recently, I watched a half hour Rug Doctor infomercial on television. They're rated higher by the CRI than some gas truck mounts that are only rated Silver. That alone exposes the testing program as being badly flawed."
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Wednesday, August 28, 2013
Interesting e-mail
Here's an e-mail from Tim Oxedine from California about my blog on Friday, August 16. It had contained some e-mail comments I had received from readers about the CRI:
Bill
Thomas Jefferson said, "I think myself that we have more machinery of government than is necessary, too many parasites living on the labor of the industrious."
This could be said about many things.
Tim
Well said Tim. Old Tom had a way with words didn't he?
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Monday, August 26, 2013
Make sure brain is engaged
One of the pleasures of my twilight years is hearing from old friends, colleagues and customers. Chet Jelinski from New Jersey is all of the above and has been a regular correspondent since long before the days of e-mail. For some unexplained reason a recent note from him about baseball made me think of a snail mail that I got from him many years ago. I remember it every time I think about writing something provocative or controversial.
Ed York was a supplier, publisher and creative personality back in the day. In the early '80s, Ed had gone on one of his editorial tangents about operating costs of a new restoration group he had organized. We sparred editorially about it and in one article I even predicted it would fail. But in trying to be cute or perhaps a little cutting, I suggested that he name his new organization the "Society of Hot Injection Technicians" and use the initials for an acronym.
Oka Negley, my secretary who is now retired, brought Chet's letter into my office and laid it gingerly on my desk. Chet politely said he felt it was beneath me to use such crude material, or words to that effect. I knew Oka agreed with him because she had expressed her concern before I ever published it. I told Oka I should have listened to her and I wrote a letter of apology to Chet whom I believe helped make me a better person and a better writer.
The rest of that old adage in the headline is, "Make sure brain is engaged before putting mouth into gear." Maybe it should be changed to read, "Make sure brain is engaged before hitting the send button." With the instantaneous communications of today it's easier than ever to offend people even when that may not be our intention.
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Friday, August 23, 2013
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. 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:
Heartburn: Bananas have a natural antacid effect in the body, so if you suffer from heartburn, try eating a banana for soothing relief.
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Wednesday, August 21, 2013
The real economic dampener
On August 5th I wrote about the housing market beginning to improve and the carpet industry enjoying an uptick in sales. There were even hints of optimism coming out of Dalton. During the next few years, carpet cleaners should also show increased sales from this trend unless something happens to dampen the improving conditions.
That dampener may well be local government. According to an economic newsletter, local government agencies are seeing an increase in property values and taxes from the increased valuation of property which are the source of much of their income. New hires by local government agencies are expected to top 100,000 by the end of 2013.
But wait! If the increases just started this year and won't reflect on property taxes until next year, how can they have the increased revenues this year? And another thing. If a citizen files for tax relief on a property that has decreased in value, it takes about three years to get that through. The smoke and mirror accounting used in Washington must have filtered down to the locals.
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Monday, August 19, 2013
BIG is definitely NOT better
A recent experience with a phone problem began when someone called my home and when I answered there was only a loud hum. This happened on Thursday afternoon. Friday morning it was evident the problem was not going away so I called AT&T. After nearly a half hour of consulting with a computer voice and punching in various numbers I was assured by the computer voice that service would be restored by 8 PM. I never spoke with a real person.
Saturday and Sunday went by. On Monday there was still no phone service so another call was made and with the determination only a woman has (it took nearly an hour), my wife spoke to a guy named Kevin in Chicago. He was appalled and promised service would be restored in a few hours. Our alarm company was concerned enough that one of their technicians changed the monitoring system over to a secondary line we have for computers.
Tuesday and Wednesday came and went and still no phone service on our primary land line. Finally late Thursday afternoon (one week anniversary) an AT&T truck showed up. The problem was at the telephone pole and took ten minutes to correct. In the bygone days of Indiana Bell and good service I would have dialed "O" from any phone that worked to report the problem, talked to an operator and by five that afternoon the problem would be corrected.
Think about this before installing automated phone service for your business. In our service company in Indy we answer our phones and even have a line in our advertising that reads, "Real, Live People Answer Our Telephones." You'd be surprised at how many callers comment on how much that is appreciated.
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Friday, August 16, 2013
CRI
Remember a couple of years ago when the CRI was the hot issue? In researching an article recently, I came across more than 200 e-mails that were sent to me at the time and in re-reading them I found the comments interesting and still pertinent in some cases. There were so many I'll occasionally publish just a few of them at a time. Here's today's batch:
"SOA lost a lot of credibility when the testing was done with questionable soil and frequency of passes which put a Rug Doctor on par with a truck-mount. Bill I've told you this before. Follow the money! Has anybody looked at the ownership of PTL? Are there silent partners?"
"The ICS magazine survey shows one reason why the SOA program never got much traction with professional carpet cleaners. They are already buying based on product quality, and the SOA program was started to weed out the bad stuff that pros don't use anyway."
"Should I use the Rug Doctor® since they are watching? How much more for the NASA logo?
Historically, when a country, a society or even an industry is controlled by one individual, one faction and/or one ideology, there are problems that ultimately lead to total collapse."
"Too bad the CRI got some bad advice and initially pushed the "required by us" route, which will take some time to repair."
"99% of my customers nor I, could care less about what the CRI or IICRC says. I have held several certifications and have been a certified firm. That and $1.50 got me a ride on the bus. I am in favor of education in our industry but a certification doesn't mean squat without experience in the field. I don't need some organization telling me that my equipment, process or chemicals don't meet their standards. As long as it meets my standards and my customers' expectations, then that is all that matters."
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Wednesday, August 14, 2013
Modern marketing
Our industry is in a quandary over how to advertise to be competitive and yet maintain a degree of honesty. Meanwhile nearly all advertisers subscribe to the belief that "The first liar doesn't stand a chance." Advertisers are "discounting" to a degree I've never seen before. Back in the day, there were FTC rules that an item or service had to be advertised for a regular price for a certain period of time before it could be "on sale" at a reduced price. These rules obviously have been discarded because constant sales get more outrageous all the time.
Empire Today® began advertising carpet at various discounts that got to the point of being ridiculous. I saw an ad the other day, "Buy one room, get two rooms free." Then I saw a commercial for Joseph A. Bank, the suit merchant, that offered, "Buy one, get 3 free." This was followed by an internet merchant (can't remember the name) offering a 90% discount. I couldn't make this stuff up. 90% off! Does anyone believe this?
These commercials are about as honest as the guy selling watches in the alley next to Tiffany's in NYC. Once upon a time, used car dealers had an exclusive on fabrication in advertising. The field has broadened to include just about everyone who advertises. What has caused this? Beside the lack of any kind of FTC regulation, the multiplication of ad outlets on TV have no doubt offered the platform. Thirty second spots for a few dollars are the vehicle.
A network news show anchor suggested that listeners go to an established "brick and mortar" store to look at an item and get all of the details on how it works. Then she said to go on line and shop for the best price. That bit of sage advice leads me to think it must be the internet that has made everyone so conscious of "getting the best price" on anything we buy even if the best price is inflated beyond recognition. Does anyone ever investigate the "regular" price?
Variations of this advertising phenomenon are spreading around the globe.
Sign seen at a Pub in Ireland:
Buy 1 Pint of Guinness for the price of 2 and get the second one free.
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Monday, August 12, 2013
More on California water shortage
Remember the blog I posted on Friday, July 19th about the big California water shortage during the '70s? It proved to be a financial boondoggle for my company which I explained in detail in the blog. Just scroll down in case you missed it.
My old friend and colleague Fritz Rench, Chairman of Racine Industries, read it and sent me this e-mail the other day. Over the years I've gotten to know and appreciate Fritz as a competitor with a lot of class. He didn't want me to suffer alone.
B... Just ran across this. During that California drought of which you speak ... finally I decided to react. Spent big bucks with the PR agency preparing press releases, info folders and "dry" banners. Agency lined up a number of big time face to face interviews ... such as the LA Times et al. So help me...the deluge you reported had begun as my plane from Milwaukee to Los Angeles was taking off. I kid you not!!!! ... f
Thanks Fritz, you made my day. All these years I thought I was the only one who got stuck. It would make sense that a dry method like Host could have benefited handsomely from that water shortage. We thought the same thing about recycling water.
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Friday, August 09, 2013
CRI
Remember a couple of years ago when the CRI was the hot issue? In researching an article recently, I came across more than 200 e-mails that were sent to me at the time and in re-reading them I found the comments interesting and still pertinent in some cases. There were so many I'll occasionally publish just a few of them at a time.
Here's today's batch:
"Carpet manufacturers' warranties state that if the consumer does not use CRI spotters they will void the warranty. But for a $50 CRI fee, I can sell them a CRI approved spotter. What kind of EXTORTION is next Mr. CRI?"
"Not comparing our industry to Medical by any means, but how many of us have gone to our doctor's office and asked about the qualifications of the doctor. And the doctor doesn't need to send his university money every year to keep hanging his diploma on the wall."
"In 15 years I have never been asked about IICRC certification. I have put it on yellow page ads, flyers and cards. I have had to explain it to adjusters, carpet retailers and realtors. This CRI stuff will turn out to be more of the same."
"Personally, I like bait and switch companies because it builds customers for life for my company. I do not like what they do to the consumer, but I like being able to be their 'light in a dark tunnel' when the carpet cleaning consumer does not know which way to turn."
"I let my IICRC Certified firm status expire. Just saw no purpose anymore. I think I had mine for close to 19 years. I am still as busy as ever. Seems like I was taking course after course to learn the same thing over and be sold something I didn't want or need. CRI is just another hand-out."
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