Happy New Year

January 1st obviously ushers in a New Year. It's a time that many reflect upon
their previous accomplishments and failures. Then we look forward vowing to
correct or not to repeat our failures. We also plot and plan for the time to
come. Each of us has goals and aspirations. We should always strive to achieve
them. If you are not moving forward, then it is inevitable that you will become
stagnate or worse yet begin to move backwards.

So, after all that reflection, we usually come up with New Year Resolutions. They come in a variety of purposes, personal, family, business and community among them.

1. Improve physical well being.
2. Improve mental health.
3. Improve finances.
4. Improve career.
5. Improve knowledge.
6. Volunteer.
7. Spend quality time with family and friends.
8. Be more spiritual.

The following passage was written by Bishop John H. Vincent in 1909. It is appropriate not only on New Years Day but every day of our lives:

"I will this day try to live a simple, sincere and serene life. I will repel promptly every thought of discontent, anxiety, discouragement, impurity and self-seeking. I will cultivate cheerfulness, magnanimity, charity and the habit of silence. I will exercise economy in expenditure, carefulness in conversation, diligence in appointed service, fidelity to every trust and a child-like trust in God."

Thank you for reading Bane's Blog.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Happy Holidays

The holidays have been in full swing since early December. Many dates are celebrated or commemorated during this month. Naming a few but certainly not all:

• Kwanzaa A celebration of Family, Community and Culture
  
• HanukkahThe celebration of the Jewish Festival of Lights
  
• Milad Un Nabi The Muslim culture commemorates the birth of the Prophet Muhammad
  
• Christmas Day The Christian culture commemorates the birth of Jesus Christ

However even if you don't practice or believe, they all have many points in
common. The one we will focus on is that they all promote "Peace on Earth
and Goodwill to all". Once again, no matter what you practice or don't,
if you have not already done so, take a few moments to reflect on that common
factor.

Thank you for reading Bane's Blog.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Justifying Your Price

Being in the service business for more than 5 decades has given us some insight into pricing methods. This topic is discussed in our 3 Day Management School. Inevitably, someone in class says that the section of the country in which they live cannot support a higher-end pricing method. Certainly, you cannot charge the same in a large market as you can in a small market. Your price can be relevant with the cost of living and other factors built into your market.

You must be able to justify your price to your customer. In order to do this, you must first be able to justify your price to yourself. Do you consider yourself a full time professional or do you do this as a part time job?

If you were to walk out to your truck right now, would you be proud of it? Has the truck been washed lately? Are there remnants of last week's lunch or enough trash to warrant a trip to a dumpster? How about your equipment? Think of the professionals that have to clean and maintain their equipment everyday or it won't work the next. Fortunately, our equipment is not that demanding, a weekly routine maintenance will keep it running at top efficiency.

How about the most important element of the business, the technician. Is their uniform neat and clean? If you don't wear uniforms, do you at least dress in appropriate attire? When you look at yourself or your technician, would you let that person into your home or office?

You and your technicians should be knowledgeable and up to date on cleaning and spotting techniques. You should have a general knowledge of the different types of fibers and their particular aspects. Do you have professional looking literature and a business card?

If you can meet all of these criteria and more, you can easily justify your price. Many people choose a cleaning firm on the basis of what it offers, not on what it charges. This desirable market is available to any company that can demonstrate professionalism.

Thank you for reading Bane's Blog.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Cut Your Price?

There is one thing that all businesses that fail have in common. Their last official act before they close is to cut their prices and have a big sale

When you consider cutting your price for any reason, consider some of the consequences. Cutting your prices mean you have to generate more sales in order to maintain your gross profit margin.

Another drawback is that people who expect high quality services, do not usually look at a low price as a major consideration in the buying decision. In fact, a lower price may deter a person who is seeking high quality service. The adage "you get what you pay for" comes into play here.

A service cannot be built in advance, stored in a warehouse, mass produced or purchased in quantity and then offered for sale. Services must be constructed one at a time after an order is taken.

Cutting price opens the door to a reputation as a price merchant. In the service industry, there is a market for price merchants. However, when a company publishes extremely low prices, then their quality is usually low quality. The other side of that coin is you have a company that offers high quality at a fair price.

Consider this, a company cannot compete in both the low-price and high-quality markets. It must be one or the other.

Related carpet cleaning business information on the Bane-Clene® web site:

1. Advertising. . . the Essential Element in the Carpet Cleaning Business
2. Advertising the Bane-Clene® Way
3. Bait and Switch in the Carpet Cleaning Business
4. Bane-Clene® Marketing & Advertising for the Carpet Cleaning Industry
5. To Price or Not to Price

Thank you for reading Bane's Blog.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Remember Pearl Harbor

That was the battle cry of WW II. President Roosevelt (FDR) said, "Sunday, December 7, 1941, a day that will live in infamy". Not many are alive who remember that fateful morning when the attack took place on our Pacific Fleet as it lay at anchor. Those who were there will never forget and others will never forget it or where they were when they heard the news.

As we commemorate the 75th anniversary of the Pearl Harbor attack, a thought comes to mind. Will "Remember Pearl Harbor", "Remember the Maine" and "Remember the Alamo" become forgotten or irrelevant. Not because those that were there or were aware of it are gone. But because they have been relegated to the back pages of History books that are routinely ignored by many schools? Will 9/11 and other recent terrorists events someday join them?

Unfortunately there has been a tremendous cost in the loss of lives in these tragic events. Thank God for our brave troops and first responders who have been involved in them. In this land of plenty and freedoms, with all our problems, people still yearn to come to live here. But remember "Freedom is not free".

Thank you for reading Bane's Blog.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Thanksgiving Day

Thanksgiving is truly a special day. It was first celebrated in 1621 when the Pilgrims and the Wampanoag Native Americans shared a fall harvest. In 1863 President Lincoln proclaimed a national day of thanksgiving to be celebrated each year on the fourth Thursday of November.

Thanksgiving Day is more than memories, food, football and parades. It is a day of thanks. On this day, we are reminded of the bounty of treasures that are a part of our everyday lives.

We spend a few, often too brief, moments in prayer or meditation before dinner to say thanks for our family, friends and the wonderfulness of our lives. The true meaning of Thanksgiving should not end there. Ponder the two words that are involved: thanks and giving. We should therefore be reminded to give thanks and to share. Take the time to share our economic benefits, material wealth and talents with those who can use our help.

Once again as you sit down to dinner, ponder the true meaning of Thanksgiving.

Thank you for reading Bane's Blog.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Watch What And How You Say It!

Customers are concerned about the process and the chemicals that are used in their home or office. We must presume that people may not know how they work and what they are formulated to do.

Therefore, if carpets need pre-treating for let's say gum or tar you talk about Saf-T-Solv™, not solvent. The connotation of a solvent might make them think their carpet will dissolve. How about the need for Brown-Out^® - in that case you don't say acid. Brown Out is a mild, complex neutralizer. But to most consumers, acid might mean fumes and burns.

Many carpet cleaners talk to their customers about providing a "quality" service. But....what kind of quality? Quality is a noun and needs an adjective to fully describe it. Are we talking high quality, low quality or perhaps no quality?

If you have been hired by a carpet mill, retailer or a company that provides warranties, be extremely cautious in what you say. If their customer has made up their mind that they want the carpet or furniture replaced; then the wrong words from you may embolden their position. They may rephrase the same basic question to you until they get the answer they seek. Or, they may take what you say out of context. You must be polite, but once again be careful what you say.

A basic rule to remember is simply the least said at a customer's premises, the better.

Related carpet cleaning information on the web site:

1. Bane-Clene Carpet Cleaning Chemicals
2. Bane-Clene Supplies & Cleaners
3. Brown-Out
4. Carpet Retailers Are Cleaning Up
5. Carpet Retailers in the Carpet Cleaning Business?
6. Causes of Carpet, Rug and Upholstery Browning
7. Gum Spot & Stain Removal from Carpets and Rugs
8. Saf-T-Solv™
9. Tar Spot & Stain Removal
10. Wicking after Cleaning Carpet

Thank you for reading Bane's Blog.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

VETERANS DAY

In America, we enjoy many of our freedoms because of the dedication and courage of all our Veterans.

Veterans Day always falls on November 11th. It is this day that we honor those Veterans.

Veterans Day originated as Armistice Day and marked the end of hostilities of World War I that occurred at the 11th hour of the 11th day of the 11th month in 1918. The first Armistice Day was commemorated in 1919.

The day was originally set aside to honor the Veterans of World War I. After World War II and the Korean War, Congress recognized a need to expand the meaning of the day and recognize ALL veterans.

So, in 1954, the word "Armistice" was replaced with "Veterans" as a way to include all Veterans of all American wars.

Veterans Day is a federal holiday which many cities celebrate with parades and ceremonies.

In Washington, D.C., the celebration include a wreath laying ceremony at Arlington National Cemetery.

Veterans Day is a day not only to honor those that made the ultimate sacrifice for our country, but also to recognize those who continue to serve today.

Take this time to thank a Veteran who fulfills this patriotic duty to maintain the freedoms of our country.

You can show the respect you have for them by properly honoring and displaying the American Flag.

One way that is accomplished is by always standing and placing your hand over your heart during the playing of the National Anthem.

Thank you for reading Bane's Blog.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

VOTE

Making Something Happen

Today's Blog is being published on the birthday of Elizabeth A. Bane, co-founder of Bane-Clene Corp in 1962.

That makes today's topic even more poignant. Since on February 4th, 1962, she and William F. Bane made something happen.

It has been said, "Nothing will ever be attempted if all possible objections must be overcome first." This simple but meaningful quotation, if it is fully understood, expresses the difference between success and failure. Also, the difference between large or small in business and achieving much or accomplishing little or nothing.

It has also been said "if you wait until all the traffic lights are green before you start a trip, you will never get started. Instead, you begin the trip and as you progress the lights change from red to green."

We need to chart a course, look for obvious obstacles and then progress. Of all the things we worry about, 95 percent never happen. If we spend this worrying time constructively, then there's no telling what we can accomplish.

Just as William and Elizabeth did in 1962.

Related carpet cleaning information on the Bane-Clene® web site:

1. A History of Cleaning Carpet
2. Building Your Own Carpet Cleaning Business
3. How It All Began
4. The 15 Factors of Success
5. Twenty Steps to Success
6. What makes a company successful

Thank you for reading Bane's Blog.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Building Loyalty

Over the years, America has lost many manufacturing jobs. There have been various reasons among those cheaper labor in another country, plants closing due to labor problems or a product becoming obsolete due to improved technology. Whatever the reason, there has been a lack of loyalty.

Loyalty is a two way street. Many companies treat employees like inventory rather than an asset. Employers and supervisors need to show understanding and compassion for their employees. Some examples are asking about family, complimenting for work well done or if profits allow paying bonuses.

Back to that two way street. Many employees are not working to their full potential. Therefore, they are robbing companies of profits and growth.

Building loyalty between management and staff will bring success to a company. Therefore, aiding growth and profitability.

Related carpet cleaning information on the Bane-Clene® web site:

1. Attitude
2. Happy Employees
3. It's all in our attitude

Thank you for reading Bane's Blog.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Company Culture

Large corporations develop a trait known as the "culture of the company". It is a sociological style incorporated into their day-to-day business activities.

Just as in society, a company's internal attitudes reflect the culture of the organization. Are those polite or crude, pleasant or rude, caring or cutthroat. Ultimately, these attitudes will then manifest themselves outside the office and will permeate the customer's environment.

It is therefore important that the smallest of companies begin to develop a culture on which the business will grow, as well as one that encourages that growth. The attitudes of the founding principals will be instilled in their employees.

Presuming these attitudes are positive, then the company has a formula for success and ultimately growth.

Related carpet cleaning information on the Bane-Clene® web site:

1. Attitude
2. Building Your Own Carpet Cleaning Business
3. Happy Employees
4. It's all in our attitude
5. The 15 Factors of Success
6. Twenty Steps to Success
7. What makes a company successful

Thank you for reading Bane's Blog.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Polls, Surveys and Other Intrusions

Maybe it's the elections and all the polls that have accompanied this political season. Or maybe it's that people might be feeling "used". Or perhaps they are growing weary of surveys.

Sometimes consumers do not like to be asked too many questions.

Therefore, great care must be exercised in talking to your customer whether on the phone or in person. You need to gather facts pertinent to their needs. However, you do not want to come across as pushy and or otherwise aggressive.

Most customers, when comfortable, will gladly and openly provide information. Allow them the opportunity to achieve that level of comfort. When they do, they will be more approachable for plus sales and other services you provide.

Remember we are in a customer's space.....always respect that space.

Related carpet cleaning information on the Bane-Clene® web site:

1. Phone Courtesy
2. Plus sales
3. Plus Sales - The Key to Success!
4. Telephone Etiquette
5. The 15 Factors of Success

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Uncovered Containers

Why do we note on product containers that they should be closed when not in use? Many products, such as deodorizers, contain solvents and stabilizers that will evaporate from a container that is left open continuously. When that happens, the product loses its effectiveness.

The Bane-Clene^® powdered products PCA™ Formula 4 and PCA™ Formula 5, if left uncovered, will draw moisture, cake up and become difficult to dissolve.

Solvent-based products such as Sta-Clene® Formula 940, Saf-T-Solv™, Solv-A-Clene™ and Citrus APS™ will evaporate away if left uncovered continuously. What a tremendous waste of product and your money.

The deodorizers Phase I™, Phase II™ and Phase V™ contain solvents to make them stable. Leaving their containers open will make them less effective.

The Bane-Clene^® presprays such as Olefin Pre-Conditioner, Preface^® and TLS® 2000 contain solvents (but not Butyl Cellosolve) to aid in removing greasy soils. Leaving the caps off their containers will make them much less effective.

Even most water-based spotters such as APS™ All Purpose Spotter contain volatile solvents to aid in removing spots and stains.

Of course, all containers should be kept closed and away from any children for safety's sake. Our labes are normally labeled "FOR PROFESSIONAL USE ONLY" and "KEEP OUT OF REACH OF CHILDREN".

Bottom line, if you want the most effective products and value for your money, please close those containers when not in use.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/publications/Content.aspx?xps=Clene-Times.

Grow Your Business With Social Media

With over one billion active members on Facebook alone, it's clear that social network is not going anywhere soon.

Like any media with a massive reach, your customers are going to expect you to be there.

Marketing your services on social media gives you an opportunity that your business has never had before. You are able to connect with potential customers 24/7 on a personal level.

Instead of simply pushing out marketing messages in general, social media is about connections and conversations. You receive from social media what you give. It's wise to post pertinent facts about your business, credentials you or your company has and pictures and testimonials.

Invite your customers to sign up for newsletters, coupons, spotting tips and other household related posts. The greater your number of followers, the better your business will be broadcast to the social media.

Growing your social media efforts is a great way to get the word out about your company at a relatively low cost. Be prepared for when you start generating calls that you are able to handle the influx. The last thing you want to do is generate calls and or leads and not be able to service them. If they are contacting you, they are ready to do business.

Related carpet cleaning business information on the Bane-Clene® web site:

1. Advertising. . . the Essential Element in the Carpet Cleaning Business
2. Advertising the Bane-Clene® Way
3. Bane-Clene® Marketing & Advertising for the Carpet Cleaning Industry
4. Consumer Information For Removing Spots and Stains on Rugs and Carpets
5. Facebook
6. Phone Courtesy

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Ask For Complaints!

Too many people believe in the adage that no news is good news. But, quite all and some only if something is seriously wrong.

In today's world of social media, following up with customers to make sure they are pleased is important. There are several ways to do it. Direct mail, leave behind report card, follow-up phone call or e-mail are valid ways to accomplish this. All customers appreciate follow-up. Two objectives are accomplished: One, they know that their business is appreciated and two, if there is a complaint, they know you want to know.

If there is a complaint, follow-up immediately. Don't compound a complaint by not responding to it.

Related carpet cleaning business information on the Bane-Clene® web site:

1. About Complaints!
2. Combination Thank You / Reply Card
3. "Jimmie" Residential Carpet Care Brochure Self-mailer

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^®
at www.baneclene.com/clenetimes.html.

Whew! I'm Covered Up!

That may be a true statement. But never tell your customers how busy you are! They may think that you will be too tired or that you do not have the time to do a good job for them. While you want your customers to know that you have other jobs, there is a fine line there.

Also, talking about how busy you are ranks up there with politics, religion and other potentially controversial topics. You are employed to work, not to complain and moan. Besides, your customers don't care how busy you are or are not. The bottom line is they just want their job done right.

Related carpet cleaning business information on the Bane-Clene® web site:

1. Customer Relations

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Good News......Bad News

First, the bad news is that many businesses are cutting back on services. This may include office cleaning, lawn maintenance and other general services. They may feel that their own employees may be able to accomplish these tasks. Possible reasons may be economic, employee familiarity with the premises and scheduling issues to name a few.

Now the good news. These employees will be ill prepared to keep up with the carpeting and upholstery cleaning. We all know that our services require not only certain technical skills to avoid damaging the aforementioned items but a large investment in equipment, etc. Now is a good time to do more mailings or schedule visits with commercial and industrial buildings in your area. These facilities can be set up on maintenance schedules. These schedules and other topics related to commercial cleaning are covered at Bane-Clene Institute. Call 1-800-428-9512 or visit our web site www.banclene.com for more information.

Related carpet cleaning business information on the Bane-Clene® web site:

1. Bane-Clene® Course to Success
2. Carpet Cleaning Industry Potential
3. Comparison of Carpet Cleaning Methods
4. "Jimmie" Residential Carpet Care Brochure Self-mailer
5. Sell Maintenance Programs
6. Upholstery Cleaning, Care and Protection

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Please read the latest issue of The Clene-Times^®
at www.baneclene.com/clenetimes.html.

Mission Statements

There is an inordinate amount of money spent on the development of so called "mission statements".

Many consultants are soliciting businesses about helping them prepare a mission statement.

Some not-for-profit organizations spend tens of thousands of dollars for consultants to do this for them.

We have stated before that the "customer is always right" is a simple but effective mission statement.

In business, if you don't know why you are there and what you are doing, then you won't have to worry about a mission statement for long. Think about it.

Related carpet cleaning business information on the Bane-Clene® web site:

1. The Customer Is (Still) Always Right
2. Twenty Steps to Success in the Carpet Cleaning Business

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Too Many Shoe Stores

A recent shopping trip through a typical shopping center revealed numerous shoe stores plus shoe departments in all of the "anchor" stores. Then there are the countless on line sellers.

Obviously, competition makes business.

Even with all of this fierce competition in the shoe industry, their marketing people realize that they shouldn't snipe at one another where the consumer can read or see it.

When is the last time you saw a shoe company advertise that a competitive Brand X made feet hurt? Or that Brand Y shoes cause feet to perspire and have an odor? Or how about that Brand Z can cause corns or other foot problems?

The carpet cleaning industry does not follow this thinking about their competition. Ads are often negative which confuses the consumer. If they see or hear consistently conflicting ads about what is good or bad for them; does this make them think twice about even having their carpets or upholstery cleaned?

Technical jargon and/or exaggerated claims of results further confuse and complicate their thinking.

Keep your advertising positive. Stress what your Company can do for the consumer. Talk about years in business, training and other positive aspects.

An anonymous quote warns, "There is less to fear from outside competition than from inside inefficiency, discourtesy and bad service".

Related carpet cleaning business information on the Bane-Clene® web site:

1. The ABC's of Advertising
2. Advertising. . . the Essential Element in the Carpet Cleaning Business
3. Bane-Clene® Course to Success Certification Class
4. Carpet Cleaning the Bane-Clene® Way®
5. My Competitors
6. Twenty Steps to Success in the Carpet Cleaning Business
7. Upholstery Cleaning, Care and Protection

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

How Busy Are You!

When you spend the first fifteen minutes of a service call telling your customer how busy you are and why you are late, they will begin to doubt your abilities especially in time management.

Many customers who are of the gentle persuasion and who are guided by extremely good manners will tolerate these long winded explanations. They may even listen to the blow-by-blow account of your personal or family problems. You express views and opinions on politics, world events or religion as they are helplessly trapped. People who work in the service industry often find themselves with a captive audience. You are a "guest" - do not talk too much or you may not ever be a guest again.

Successful people don't have time to talk about how busy they are and never have to explain why they are late because they are not late in the first place.

If your company is not getting a reasonable amount of repeat and referral business, it may because you or your technicians talk too much and discuss non appropriate topics. If customers don't like what was said or discussed, they will go elsewhere.

The best policy at your customers premises is talk centered on what you will do and the other services that you offer.

Related carpet cleaning business information on the Bane-Clene® web site:

1. Bane-Clene® Course to Success Certification Class
2. Carpet Cleaning the Bane-Clene® Way®
3. Four Characteristics of a Successful Person
4. Operator Certification Program for Professional Carpet Cleaning Technicians
5. Twenty Steps to Success in the Carpet Cleaning Business

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

No Excuses!

Perhaps you have said this while trying to "dodge a bullet". "The truck broke down", is an often used excuse in the service industry. Or how does this one sound, "He was new on the job and didn't know about that". While the second one may seem like it worked, deep down nobody wants to feel like they are being serviced by new or inexperienced technicians.

Customers do not want to hear excuses. They want to hear what you intend to do about their problem. You need to say something positive and affirmative or you may never get another opportunity to work for that customer again.

An apology is always in order, whether the problem was yours or was one by a member of your staff. Even if you feel as though it was not your Company's fault. The person answering your incoming calls should be adept at handling problems. Since they are the person initially involved. If it is something beyond their scope, then have them take a message and say the Owner or My Manager will call you back.

Related carpet cleaning business information on the Bane-Clene® web site:

1. About Complaints!
2. Bane-Clene® Course to Success Certification Class
3. Operator Certification Program for Professional Carpet Cleaning Technicians
4. Phone Courtesy
5. Telephone Etiquette in the Carpet Cleaning Business

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

PLUS SALES

Introducing a customer to other services and products that you offer is not the same as pressure selling. In fact, it is a service to busy people who may not have had the time to investigate or inquire about all the facets of your business.

Customers may not know that Sta-Clene^®, Bane-Guard™ or Teflon^® carpet protectors can be applied to their carpeting. Or, that you can clean furniture or area rugs during the same service trip. Sometimes, offering deodorizer can be tricky, they may have become immune to the odor. Having Advertising Material that explains this and additional applications makes it easier to approach them.

Never be pushy! Practice the art of bringing a conversation around to discussing these and other "plus sales" items. But, introduce the customer only to those services that they truly need. Don't try to "sell the store" simply because your customer is receptive. After you leave, they may feel they were oversold and this could affect future jobs.

Related carpet cleaning business information on the Bane-Clene® web site:

1. Advertising ... the Essential Element in the Carpet Cleaning Business
2. Advertising the Bane-Clene® Way
3. Area Rug Care and Cleaning
4. Carpet and Rug Protectors
5. Plus Sales - How to make more money in carpet cleaning?
6. Plus Sales - The Key to Success!
7. Removing Pet Urine Odor
8. Selecting the Correct Odor Control Product
9. Selling Aftermarket Carpet Protectors
10. The 15 Factors of Success
11. The ABC's of Advertising
12. Upholstery Cleaning, Care and Protection
13. Bane-Guard
14. Sta-Clene
15. Teflon

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

SMOOTHING RUFFLED FEATHERS

Everyone will encounter an unhappy customer; how you handle them is extremely important to the success of your company. Here are some points to remember.

1. Thank the customer for telling you their problem. Most people will just call another carpet cleaner if you are not receptive to their complaint.
2. Remain Calm! This is so important but sometimes not easy to do. If you have a customer that won't calm down, you must know that losing your temper will not resolve anything.
3. Listen intently to what they say. Try to see the situation from their point of view. Don't interrupt. Treat your customer with respect, no matter how insignificant their problem may seem to you.
4. When the customer is done, confirm that you understand. Ask what you can do to keep their business. Give assurances that you will make amends. Offer a refund immediately if that will satisfy them.
5. Treat your customers with respect and dignity in the face of a complaint. Even if you can't resolve the situation, you will have the knowledge that you did all you could to resolve the situation.

Related carpet cleaning business information on the Bane-Clene® web site:

1. About Complaints!
2. The 15 Factors of Success

Please read the latest issue of The Clene-Times^® at www.baneclene.com/clenetimes.html.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

It's Easy To Lose Customers

A previously published survey displayed these statistics on why a business
looses customers.

• 1% Die
• 3% Move
• 5% Find other business relationships
• 9% Competitive (price)
  reason
• 14% Dissatisfied
• 68% Leave because of an employee's or owner's indifferent
  attitude

Customer retention is the primary goal of a service company. Repeat or established
customers are more profitable because advertising costs
are not incurred. Familiar and steady customers spend more because they trust
the firm. They are usually easier to please and always eager to tell others
of their experiences.

As expected, it is easier to lose customers. Inaccurate information by your
phone representative, your technician or worse yet yourself will drive customers
away.

But, the surest way to lose that customer is to ignore a complaint or
to give a little lip service and hope it goes away.

To assure customer satisfaction, it is necessary find out why they are dissatisfied
and rectify the situation.

A previously published survey displayed these statistics on why a business loses customers.

• 1% Die
• 3% Move
• 5% Find other business relationships
• 9% Competitive (price) reason
• 14% Dissatisfied
• 68% Leave because of an employee's or owner's indifferent attitude

Customer retention is the primary goal of a service company. Repeat or established customers are more profitable because advertising costs are not incurred. Familiar and steady customers spend more because they trust the firm. They are usually easier to please and always eager to tell others of their experiences.

As expected, it is easier to lose customers. Inaccurate information by your phone representative, your technician or worse yet yourself will drive customers away.

But, the surest way to lose that customer is to ignore a complaint or to give a little lip service and hope it goes away.

To assure customer satisfaction, it is necessary find out why they are dissatisfied and rectify the situation.

Sometimes customers do not call with their concerns or complaints. Develop a system to follow up either by mail, phone or e-mail with customers soliciting their opinions of your work.

Remember, over 90% of customers do not complain if they are unhappy and also they will take the time to tell others. Finally, if all avenues have been explored to rectify a complaint, the best approach is to offer a customer their money back. A 100% Money Back Guarantee is the best way to show potential customers that you stand behind your work.

Related carpet cleaning business information on the Bane-Clene® web site:

1. About Complaints!
2. Advertising ... the Essential Element in the Carpet Cleaning Business
3. Advertising the Bane-Clene® Way
4. The 15 Factors of Success
5. The ABC's of Advertising
6. To Price or Not to Price

See the latest issue of The Clene-Times^®.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Phone Courtesy

Growth and success come to Companies that have trained and knowledgeable Customer Service Representatives answering their phones.

Some Tips:

1. Identify your company by name and thank your customer for calling you.
2. Adding your personal name when you answer the phone is an added gesture.
3. The phone must take precedence over all else. Stop what you are doing and give the caller your undivided attention.
4. Don't rush callers. Their questions are important to them.
5. Don't be too busy to be friendly.
6. Don't leave callers "hanging on hold" for extended periods of time.
7. Utilize common courtesies such as, "May I please schedule an appointment for you?" or "Thank you for choosing to call us."

Related Carpet Cleaning Company Phone Information on the Bane-Clene web site:

1. Phone Courtesy
2. Telephone Etiquette in the Carpet Cleaning Business
3. The 15 Factors of Success

See the latest issue of The Clene-Times^®.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Writing Proposals

Keep a proposal for service as simple as possible. State exactly what you will do, when it will be done and how much it will cost. List any terms and conditions that apply.

The most important aspect of the proposal is the form in which it is delivered. Use a neat folder or binder with information about your company. Copies of letters of recommendation, testimonials and informative brochures about your service should be included.

Using unprofessional, handwritten or poorly worded proposals will cause a prospect to doubt the capabilities of your Company. A first-class professional presentation instills confidence in a prospect. Using the old adage that a picture is worth a 1000 words. Then if available and if time is allowed, provide a short video presentation and/or before and after pictures of cleaning jobs. They will be invaluable for graphically demonstrating your services and your Company.

Above all...don't forget to do everything you promise!

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

May I Serve You

People hire us to use our skills to give them what they want and expect for a price. It's common to refer to carpet cleaning as a "service business". Mainly, because we don't sell a product. Are we really, however, simply selling performance? We must provide the best total performance time and again to succeed. But it's the personal service that allows us to grow and be respected. What are your reps telling customers? Make sure they are not playing policeman with too many rules that have been installed.

Business must start solving customers' wants and problems. Keep in mind three simple rules:

Rule 1: We want to do business (clean their carpet).

Rule 2: We solve people's needs by using our minds and by utilizing our products and skills.

Rule 3: We like our customers and want to go beyond the norm for them.

Are you in the Carpet Cleaning business? No, you are not. You are in the People business and that means creative and helpful solutions in exchange for their business.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Think Profit!

Not everyone has what it takes to make a profit. More than half of the people who try to start profit-making businesses give up in less than two years. Less than one venture in five lasts ten years.

Most of the time, these people are good at what they do; however, they do not know how to price their goods or services at a price that will turn a profit.

You will need to figure your labor, material and overhead. After you have these costs of doing business, you will need to decide your percentage of profit margin.

Costs + Profit = Price

To make a profit, you must have customers who will buy your service at the price you set. Price your business carefully so as to be competitive in your market. Being the cheapest is NOT wise. However, being the most expensive can be tricky. You must deliver value.

Be sure your customer gets full value for his or her money. Keep your customers in mind at all times. Make certain your company's work is of excellent quality - the kind of quality work people are happy to buy at the price you set.

Try to work as efficiently as possible. Make sure the work you do represents value for your customers. These are the factors which produce profits.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

Words

When dealing with an unhappy customer, it is important to choose your words carefully.

Don't use "always," "never," "must," or "you have to". Use "however" instead of "but".

The red flag goes up when a customer hears, "it's against our policy". Instead, say "it's not within our normal procedure or approach".

If you don't have an understanding of non-verbal communication, the best words will fail.

The meaning of words accounts for only 10% of a message. Voice tone and body language account for 90%. Don't roll your eyes or shrug your shoulders, if your customer asks you to do something that is out of ordinary. If it's something you can't or won't do, tell the customer " I apologize; however, I am unable to do that for you". If they ask why, state "once again I apologize but it is not within our normal procedures or approach".

Remember, it's not what you say but how you communicate what you are saying. Treat each customer as if they were your only customer with dignity and respect. One because it is the right way and two because that is the way we wish to be treated.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

It's Not a 100 Yard Dash

A carpet cleaning business succeeds or fails because of its total productivity. Not how fast or speedy the job is done. In business, productivity is the sum total of all the efforts performed in the operation of the business. Certainly choosing the right equipment is very important, but "speed" is only a very small factor in total productivity. What about the cost of operating the equipment? What about ease of operation and costs of repairs and downtime?

A carpet cleaning business must be efficient in all areas of its operation. Besides the aforementioned effects of having the right equipment, effective and lowest cost use solution chemicals will enhance the productivity. Properly designed and placed advertising must be put in to use. Knowledgeable personnel must be trained to take calls and book appointments. Technicians should be schooled on proper techniques, chemical usage and application, customer relations and equipment usage. Sound business practices should be adhered to when selecting accountants, attorneys, insurance advisors and other professionals. Keeping accurate internal records and budget management is also very important.

In essence, a company is successful because all of its components work efficiently together. How fast the job was done is almost an invisible factor.

Thank you for reading Bane's Blog^®.

The Bane-Clene^® Team

CARPET PROTECTORS

The purpose of carpet protectors is just what the name implies. They are designed to protect the carpet against soil, stains, wicking and/or static electricity.

Sta-Clene^® is excellent at protecting carpeting and upholstery from both soil and stains. It is non-dilutable, so therefore will not spoil.

Fluorinated protectors such as Teflon^® Advanced and Bane-Guard^® are dilutable. They change the surface energy of fibers and provide soil resistance as their primary function. Additionally, they help fibers resist both water-based and oil-based spots and stains.

Applying protectors allows your customer to enjoy a cleaner carpet for a longer period of time. This improves customer satisfaction and encourages customer loyalty.

From a technician's viewpoint, applying carpet protector makes it easier to clean the carpeting when they return and any spots and or stains are more easily removed.

Carpet protectors are a plus sale item and adds profits to your company.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

WASTE WATER DISPOSAL

The dirty recovery water from Hot Water Extraction (HWE) systems must be disposed of in a specific manner. The regulations vary across the country, but there are obvious common sense rules that should be followed:

1. NEVER dump into the street, driveway or parking lot.
2. Do NOT dump into a storm sewer, creek or other body of water.

All Bane-Clene® detergents, such as Preface^®, TLS 2000 ^®, PCA Formula 5^®, LCA-256^®, Super LCA ^® and Booster™ are fully biodegradable. Our deodorizers and spotters, except Saf-T-Solv^®, are also biodegradable. The pH of the waste water with Bane-Clene chemicals is normally 7.5 to 8.5, eliminating the requirements in most municipalities calling for neutralization. We do suggest contacting the local authorities to apprise yourself of any and all regulations.

The primary reason dumping onto streets, parking lots or driveways is illegal is because rain will eventually wash carpet fibers, bacteria, sand, dirt, detergent, etc. into bodies of water. This debris will prove harmful to aquatic and plant life.

Before dumping into yours or any other SANITARY sewer system, always filter out solid material so as not to clog drains, pumps, etc. Dumping into a septic system is risky; it requires plenty of excess capacity.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

INSECTICIDE RESIDUES

Frequently our callers, especially from Florida, complain about the extreme difficulty in removing insecticide residues from carpeting. The problem is especially difficult when insecticide has been applied to a carpet in a vacation home or trailer. If the place is closed up for the off-season, the owners find a bad odor and stains from the insecticide when they return.
Insecticides are applied to control insects such as roaches, fleas, bed bugs and spiders. Insecticides are usually organophosphates or carbamates; some are chlorinated. The solvents and emulsifiers used are very strong and do not evaporate under usual conditions.
The organophosphates turn some red dyes to blue, leaving a dark blue to green spot. Other red dyes fade, resulting in a light blue to green spot. Accumulation from repeated treatment eventually causes discoloration. Simple hot water extraction (HWE) won't remove all of the odor and residue because the insecticide has decomposed and reacted with the carpet fibers.
We suggest applying Preface^® at the high end of its dilution ratio to the entire area. Allow the product to work on the residue for ten (10) minutes. Then the carpet should be thoroughly cleaned using the HWE method. Any remaining residue may be removed with Saf-T-Solv^®. However, unfortunately, options are limited if color changes have occurred.
We always recommend testing a small inconspicuous area; this way, results are visible and if there has been a color change the customer can be apprised and given the opportunity to decide whether you should continue or not. At this time, a release is also a prudent idea. The last thing we want is to be blamed for causing and or making the problem worse.
See the latest issue of The Clene-Times.
Thank you for reading Bane's Blog^®.

FLEAS/MITES/BED BUGS

Fleas, dust mites and bed bugs are a frequent problem. How can we remove them and can we apply insecticides to help?

In some states, unless you are a licensed applicator, you cannot legally apply insecticides. However, we do know that hot water extraction (HWE) cleaning will physically remove all loose objects from carpeting, which would include bugs and their offspring.

Prior to a thorough cleaning, any old animal bedding or contaminated articles of clothing, etc. should be removed and destroyed.

After cleaning, spray with Steri-Fab^® all contaminated areas. Besides the carpeting, furniture, mattresses that have been cleaned. Also, spray sleeping quarters of animals, floor areas, around baseboards, windows, doors, etc. Be sure to spray all possible areas where fleas, mites and bed bugs may have thrived. Surfaces and objects should remain wet for ten (10) minutes after application.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

THE CUSTOMER DILEMMA

A service company often has a tendency to believe that the customer is there just to buy something. That's not the role of a customer. A customer is there to be served.

Clients or customers have complete agendas of their own. Your service is a minute segment of their requirements for living. The secret of good service is to go where you are needed and to be as little an intrusion as possible for your customer.

Many times, service personnel mistake courtesy for friendship. A customer may be polite, but that does not mean he or she wants to be a friend. Return politeness and courtesy, but do not go beyond those points. The successful service company learns to differentiate between courtesy and friendship.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

WHY USE PHASE I™ AND PHASE II™

Phase I™ and Phase II™ represent a generation of dual action odor control concentrates. Both have the unique ability to deodorize as well as remove the source of bad odors.

Offensive odors are not masked by Phase I and Phase II. Rather, by a complex chemical reaction, odors are treated chemically and neutralized. Then a germicide combines with the carpet to retard the source of the odor. This wintergreen-scented dual system is regarded as one of the best available in the carpet cleaning industry today.

Phase I is mixed directly with the cleaning solution, normally one ounce per gallon of water. Phase II is ready to use and is sprayed directly on the carpet, injected into the backing and pad, or atomized into the air or under the carpets for tough deodorizing jobs involving smoke, mildew, animal odors and rancid odors.

As with all Bane-Clene^® products, Phase I and Phase II contain no Butyl Cellosolve, phenolics, Formaldehyde, harsh chemicals or toxic material.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

WICKING

WICKING

Wicking is blamed for a variety of problems. Knowing what wicking is, what causes it and ways to prevent it are extremely important for a professional carpet cleaner.

As carpets dry after cleaning, the fibers dry from the tips. As the moisture evaporates from the tips, any foreign material in the pad, backing and fibers rises vertically along with the water until it reaches the surface. If this material dries on the tips, the result is the appearance of stains or dark areas that were not there before cleaning. These stains are commonly referred to as browning.

If spills and or residue from previous cleanings has been detected during the cleaning process, then browning may be prevented by treating the affected area with Brown Out^®. Always use proper application techniques. If a problem occurs after cleaning, then Brown Out can be used to neutralize the browning. After removing the browning, thoroughly rinse the affected area and reapply the Brown Out according to instructions.

To minimize wicking problems, avoid over wetting the carpet during cleaning. The use of Preface^® as a pre-spray will help avoid over wetting. Most spots and stains are removed during the regular cleaning process when good techniques, equipment and chemicals are employed.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

Get 'Em Dry!

There are several reasons that Bane-Clene Systems get carpets so dry:

1. Cleaning Agents, Pre-Sprays and Spotters

• Specifically designed for the system. They were developed and are used in our own service company. They are safe, effective and economical.
  
• These are Bane-Clene's own proprietary brands and patented formulas. They are updated and monitored by our In-House chemist.

2. Temperature, Pressure and Recovery

• Optimum water pressure is set to safely and efficiently loosen soil and ground in dirt. The cleaning solution is delivered at a temperature hot enough to remove stains but yet safe for all fibers.
  
• Positive displacement Vacuum System recovers dirty water, leaving the carpets 95% + residue free and virtually dry.

3. Operator Techniques

• Proper technique is taught so that carpets are not over wet and are left slightly damp to the touch with minimal drying time. This is achieved by a philosophy of 2 dry vacuum strokes for every "wet" stroke. This facilitates drying time and the importance of leaving carpets virtually residue free.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

Jimmie

   

Today is commonly known as April Fools Day. But, at Bane-Clene^®, it has a much different and important meaning. We celebrate the birthday of Elizabeth Bane's father.

James (Jimmie) Crossey was born in Ireland on April 1st, 1898. He immigrated through Ellis Island in 1916. He eventually settled in Philadelphia, PA where he married and raised his family.

When Bane-Clene Corp^® was searching for a logo in 1969, we chose a leprechaun because of our partial Irish heritage.

In 1972, Jimmie's beloved wife passed away and he came to live with the Bane's in Indianapolis.

In 1976, Jimmie made his debut as our real live leprechaun in his full authentic attire at our national convention. He was a fixture at subsequent meetings until he passed away in 1986.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

TLS 2000® Heavy-Duty Carpet Cleaning Prespray / Traffic Lane Spotter

TLS^® 2000 prespray degreaser is an extremely strong, highly concentrated liquid formulation. This heavy-duty traffic lane spotter contains grease emulsifiers and saponifiers, wetting agents, water softeners and grease-dissolving solvents.

The amount of TLS 2000 over other pre-sprays needed was cut at least in half. Results were better, liquification of grease occurred faster and carpets were cleaner and brighter.

These results were obtained even though TLS 2000 contains NO Butyl Cellosolve , enzymes, free caustic or chlorinated solvents. All of which could cause allergy and toxicity, as well as waste water disposal and pollution problems.

TLS 2000 is environmentally safe and is one of the many "green" products Bane-Clene^® offers.

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

We're All In This Together!

From the fiber producer to the end user, the carpet industry is composed of many different segments.

The fiber producers continue to improve the soil hiding and stain resistance for their fibers. Warranties against crushing, matting, stains, soil, wear and static are standard.

Most carpet mills with input from equipment and chemical manufactures have designed maintenance brochures for their customers. Bane-Clene^® has developed a "Residential Carpet Care" brochure (Item No. 40021). Mills know that a large percentage of their claims are a result of improper maintenance or lack of it.

Retailers understand that today's cleaning technology will enhance the beauty and prolong the life of carpet. The longer a carpet performs, the better the chance of a repeat customer.

Through continued education and training, like that offered at The Bane-Clene® Institute and others, carpet cleaners continue to provide high quality cleaning services. This helps carpeting perform better and last longer.

Truly we are "All In This Together".

See the latest issue of The Clene-Times.

Thank you for reading Bane's Blog^®.

Mystery Spots

Many medicines such as acne preparations and pet products contain a chemical compound called Benzoyl Peroxide, a strong oxidizing bleach. NOTE: Some tooth pastes also contain peroxide!

It acts as a "bleach" in an ointment base and attacks dyes in fabrics, often leaving a yellowish to whitish spot. Often, they do not appear until after cleaning because the ointment base as been removed in the cleaning process and the peroxide has been activated. Although insoluble in water, they are not extremely difficult to remove.

If the medicine is known to be present, but discoloration hasn't yet started, scrape up the medication, blot with Saf-T-Solv™ and treat with an anti-chlor bleach neutralizer such as Red Relief^® or ChlorX Bleach Neutralizer following label directions. Leave the bleach neutralizer on the area at least 15 minutes to neutralize the benzoyl peroxide and thoroughly extract.

If discoloration has started, blot first with COLD household ammonia. Then spot the ointment with Saf-T-Solv™. After that, thoroughly clean and rinse out the spotters with your normal cleaning process.

Spot dye where necessary with the CMC Carpet Color Repair Set.

See the latest issue of The Clene-Times^®.

Thank you for reading Bane's Blog^®.

Understanding the Nature of Soil and Dirt.

In order Bane-Clene® Systems to fully understand how extraction cleaning works, it is necessary to understand what it is you're trying to remove: SOIL.

Soil can be defined as an unwanted substance which detracts from the like-new appearance of a surface.

The purpose of cleaning carpet is to restore this new appearance and also to prolong the life of the carpet.

Soil falls broadly into five major groupings: surface litter, dry dust, grit, wet soils and oily soils.

Surface litter is easily removed. The other soils react differently with the carpeting. Gritty soil (like sand and other abrasives) will get deeply imbedded into the carpet, where they will grind away the life of the fibers. Dust left unattended attract oily soils. Wet soils (spills, stains and mud) change chemically with time to make their removal difficult. Oily soils (like cooking oils, gum, tar, etc.) attract more dust and grit. Bane-Clene® Systems consist of just the right combination of water pressure, water temperature, chemical energy and technique to provide the optimum cleaning of all these types of soil without any harm to the carpet fibers.

See the latest issue of The Clene-Times

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The Value of Education.

The Bane-Clene Management School is a unique institution devoted to the concept that "nothing is constant except change".

Class content is flexible and will change to incorporate the latest developments in our industry. Classes are based upon the actual experiences of our service business in Indianapolis.

The camaraderie and friendships that develop are as valuable as the curriculum that is taught. You are among your peers who are eager to share their experiences.

School dates are March 21st through 23rd, 2016. Call now 800.428.9512 to register or for more information.

In March, the 3 day Bane-Clene Management school will be followed by 2 one day specialty classes.

Thursday March 24, 2016 will concentrate on Stone, Marble, Ceramic and Grout cleaning and care.

Friday March 25, 2016 will concentrate on Wood and Laminate Floor Care and Restoration.

For more information regarding fees and times, please call 800.428.9512

See the latest issue of The Clene-Times^®.

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