Friday, May 26, 2017

Customers Need To Know

A service is the most difficult commodity to sell and offers many challenges. Since a service is not produced until the sale, there is nothing tangible to show your prospect.

Establishing a platform of trust is the most important factor in making the sale. Be sure to guarantee there will be no charge unless the customer is completely satisfied. Also, that you will follow up if there are any questions or concerns.

Having background material such as brochures, testimonials and a resume of your experience builds credibility. Be yourself and sell with sincerity, honesty and integrity.

If a potential customer questions your price, be prepared to defend it. Explain that there are certain costs that need to be factored into establishing your charges. State that when you quote a price, it is complete. There are no hidden charges, exclusions or qualifying conditions that many "bait and switch" cleaners employ after a job has been quoted. This will help combat what they may have seen in the Yellow Pages, a mailer or newspaper or Internet ad.

Even though you present a thoughtful, sincere and professional presentation, some consumers will ultimately shop around for the cheapest price. A competitor that embellishes or distorts the truth may gain a customer one time. But the Company which "tells the truth, the whole truth and nothing but the truth" will ultimately win in the long haul. Sincerity above "salesmanship" and false promises will build your service Company and your reputation. This leads to repeat and referred customers.

Do not promise more than you can deliver.

Related information on the Bane-Clene web site:

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Please read the latest issue of the Clene-Times® at http://www.baneclene.com/publications/.

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The Bane-Clene® Team.

Posted by Bane-Clene® Corp. at 12:05 AM

Friday, May 19, 2017

Show Respect

Whether taking an order for service or answering a complaint, show respect to the caller. Be polite with your responses using "Please" and "Thank You" and other appropriate words and phrases.

In fact, if handled properly, you may be able to turn a complaint into a positive event. Quoting company rules doesn't go over very well with a customer. Everyone knows there are rules. However you want to relay them, if necessary in a calm and polite voice.

Also, using technical jargon when talking to a customer may not be wise. If appropriate or needed, certainly do so. However, most consumers do not wish to become an expert in the cleaning field. Conversely, do not presume the customer is naive about the business. If the customer has had cleaning by another firm, they may ask relevant questions when comparing your firm to others. Be prepared to provide as much detail as warranted.

They may be Hot Water Extraction (HWE) method to others, or your method to a completely different type of cleaning. They may inquire about Carpet Protectors, Deodorizing or Pet Stain Removal. Whatever the question, always be prepared to give professional, practical and if needed technical answers.

Listening is the key to success in customer relations. But, let's say all the potential customer is asking is "how much you charge" and "when can you do it". You may be dealing with a "price shopper". While you want to answer those questions, it is possible to ask some questions of your own that allows you a chance to sell your Company. For example, you certainly want to inquire if you have cleaned for them before. Or do they require a certain day of the week or time of day? This gives you an opportunity to establish a dialogue. If you have been able to establish that dialogue, then you should mention your years in business, trade associations or business groups with which you may maintain memberships. Schools, seminars or other industry education opportunities. All of the aforementioned separate you from your competitors. With that done, you have a chance to turn that "price shopper" into a customer.

Related information on the Bane-Clene web site:

Thank you for reading Bane’s Blog®.

Please read the latest issue of the Clene-Times® at http://www.baneclene.com/publications/.

Please visit our new and improved web site at www.baneclene.com.

The Bane-Clene® Team.

Posted by Bane-Clene® Corp. at 12:05 AM

Friday, May 12, 2017

Quality Defined

There is only one opinion that is important when it comes to defining the quality of your service. That opinion belongs to your customer. In the event the customer believes your quality level to be poor, they simply do not call you again.

Merely calling something "high quality" does not make it so. Monitor all of your work, which can be done in several ways:

  1. You can leave behind a Thank You/Reply Card, #40274. It invites comments. Positive replies can be used as sales tools. If a negative response is received, it should be dealt with immediately.
  2. You can have replies directed to either your Web Site or a Social Media page by leaving behind an invitation sheet for your customer.
  3. You can follow up by a phone call to your customer within 24 hours of service.

Once again you want your customer to "Define Your Quality" so give them the outlet to do just that. Remember quality is like oats. In the case of a horse, they have different levels before and after they are ingested. Make sure your quality is before ingestion.

Related information on the Bane-Clene web site:

Thank you for reading Bane’s Blog®.

Please read the latest issue of the Clene-Times® at http://www.baneclene.com/publications/.

Please visit our new and improved web site at www.baneclene.com.

The Bane-Clene® Team.

Posted by Bane-Clene® Corp. at 12:05 AM

Friday, May 05, 2017

Carpet Protectors

We always approach every customer about having carpet protector applied after cleaning. Many times, someone who we have not cleaned their carpet before, has a negative response. They reply, “The last time I had it done, it did not work,” or “I could not tell that it did any good”, or “It made my carpets sticky”. Our response is that we stand behind our work and our products are all time tested and effective.

A happy customer will call us again. Carpet protector allows them to enjoy a cleaner carpet for a longer period of time. An added benefit to us is that the carpet protector makes it easier to clean their carpets when we return.

We offer different carpet protectors depending on the situation. Bane-Guard™ and Sta-Clene®
are our two most popular brands. We also offer Teflon®. When you sell a carpet protector that requires mixing with water, be sure to mix it properly. Always apply any carpet protector according to all the directions.

Related information on the Bane-Clene web site:

Thank you for reading Bane’s Blog®.

Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/.

Please visit our new and improved web site at www.baneclene.com.

The Bane-Clene® Team.

Posted by Bane-Clene® Corp. at 12:05 AM
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