Monday, December 28, 2015
Smile at people. It takes 72 muscles to frown but only 14 to smile.
Call people by name. This is music to anyone's ears.
Be friendly and helpful. This is one way to gain friends.
Be cordial. Speak and act as if everything you do is a real pleasure.
Be interested in people. You can like something about everyone if you really try.
Be generous with praise. But be very cautious with criticism.
Be considerate of the feelings of others. It will be greatly appreciated.
Be thoughtful of the opinions of others. This demonstrates you are a good listener.
Be alert to give service. What counts most in life is what we do for others.
Please visit our web site www.baneclene.com for hints and tips. Also, you will find the latest issue of The Clene-Times®.
Thank you for reading Bane's Blog®
Friday, November 27, 2015
Bane-Clene® Institute has been teaching security awareness since its inception in 1978.
Wearing PCA™ and Bane-Clene® Certified Technician shoulder patches establishes credibility and confidence when you arrive at your customer's location.
A Bane-Clene® Certified Technician I. D. badge with a current photograph of the technician will offer further security for your customers. It is also extremely professional looking.
If you need to knock before entering, stand back from the door so you are fully visible. Upon entering the premises, immediately introduce yourself and your Company.
Also, park your vehicle if possible in full view of your customer line of sight.
Vans should be well marked.
A PCA™ decal is also a valuable point of credibility. It will demonstrate that your company belongs to an international trade group.
Tuesday, October 27, 2015
Some thoughts and comments regarding Customer Relations.
Your employees and or yourself are an invited "guest" into your customers' home or office. Recently a team member of the Bane-Clene® staff had a window replaced in their own home. The technicians that came were courteous, wore shoe booties and overall respected their home. However, one of the technicians remarked about the home and some of the furnishings. While this may seem as a compliment, by some it can be considered unsettling.
These are some of the standard procedures when the Wm. F. Bane Co. is on location:
- Conversations should be limited to the services that are being performed.
- Technicians should explain what they will do and answer questions pertaining to those services.
- Try to avoid conversations regarding politics, religion or other such topics. An answer that contradicts your customers' opinion can lead to an uncomfortable situation.
- Do NOT discuss your personal life.
- Avoid using the restroom.
- Politely decline any offer for food or refreshments. If you have time to sit and partake of such, the customer may think they are paying for the time you are sitting? Even though they offered.
- Put your cell phone in the vibrate mode or better yet, leave it in the truck. If you are answering calls while working in a customers' location, they will feel as though they are not your primary focus. Besides that it is rude and inconsiderate.
The ability to converse with your customers in a professional and business like manner while focusing on the task at hand is an EXTREMELY important attribute.
The Bane-Clene® Team
Tuesday, September 29, 2015
- "B" ready - Vans should be well-stocked with everything you need to work and with all the products you want to sell.
- "B" punctual - People are busy and appreciate promptness. Have the courtesy to call if you are running late and offer them the opportunity to reschedule.
- "B" professional looking - When making a sales call or estimate, wear proper business attire or a uniform. Carry a clipboard, briefcase or some type of folder to hold business cards and advertising material.
- "B" uniformed - All service personal should wear fresh uniforms and clean shoes when working. Shoe Booties should be worn in a customers' home or office.
- "B" knowledgeable - Be able to converse about your Company, the products and services you offer. Knowledge is power and will set you apart from your competition. Spot and Stain Removal is often a concern for a customer. Be well versed by referring to the Bane-Clene® Spot and Stain Guide.
- "B" fair - Treat all customers, regardless of status, influence or size of the job equally. Service should be priced fairly at all times.
- "B" flexible - Cleaning arrangements and maintenance programs at times have to be adjusted based upon a customers' need.
- "B" polite - Always be courteous to the customer, even in stressful situations. Use tactful reserve in conversations. The customer is always right.
- "B" friendly - If you smile and you are friendly, you will most likely put your customer in a like mood. This will make them more receptive to your plus sales efforts for Carpet Protectors, Deodorizers, etc.
- "B" positive - If you do not believe in what you are selling, why should the customer? Never say anything derogatory. Even without voicing negative comments, a poor attitude can usually be sensed by the customer.
- "B" sincere - Sincerity is the most important characteristic of a successful Company. Be straightforward and honest. Do NOT promise more than your Company can deliver.
Tuesday, August 25, 2015
We recognized this problem early in our business and engaged outside advertising and marketing counsel to help us find out just what are the ingredients in an effective advertising campaign.
Marketing is a learning experience and the learning NEVER ends. Changing environments and consumer attitudes are constantly altering the campaign. When we first started direct mail and print media were the most effective in reaching our market. TV and radio can be effective in a smaller market that can be "dominated" with a modest budget. However, the larger the market the larger the budget and the cost can overwhelm a campaign. While we have not abandoned direct mail and print media (Yellow Pages), we now spend less in those media. We still use direct mail to send a "Reminder Postcard" to existing Bane-Clene® customers. Yellow Pages (print) is now augmented by Internet advertising, through them and others.
Obviously, Internet advertising is the "now" way to reach consumers at this time. The proliferation of Facebook, Pinterest and other Social Media platforms are giving consumers an avenue for looking for Carpet Cleaning Services. Also, Angie's List is a highly respected source for consumers to seek a myriad of companies.
Social Media can make you or break you. Be constantly vigilant and protective of your On Line reputation.
Good advertising will not help you if your service is not good.
Please visit our web site www.baneclene.com for hints and tips on advertising. Also, you will find the latest issue of The Clene-Times®.
Thank you for reading Bane's Blog®
Friday, August 07, 2015
Tuesday, June 30, 2015
The Bane-Clene® Team