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