Be Positive

Starting a conversation with a negative statement will probably offend a customer. An example of this: "There is no way I can take care of your job for at least a week". You want to say: "We can schedule that for Friday of next week, will that be convenient for you?" Scheduling a service trip without having to call back removes doubt from the customer's mind regarding your interest in working for them. Try to set the appointment at that time.

Slang or technical terms that a customer may not appreciate or understand could cause them to feel uncomfortable with your company. Using proper definitive language and information with regard to their questions and needs sets the tone for a good relationship and resulting repeat and referral business.

At the Bane-Clene® Institute, we cover these and other important topics. We also have a wealth of information available on line in the "For Professionals" section at www.baneclene.com.

Related information on the Bane-Clene web site:

• Customer Service
• There Is No Substitute for Service

Thank you for reading Bane’s Blog^®.

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

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

The Bane-Clene^® Team.

Nice Way of Saying "Buyer Beware"

A Central Indiana BBB (Better Business Bureau) review of advertising stated that "the average person is exposed to between 3000 to 5000 advertising messages daily. Undoubtedly, a percentage of these messages will have some sort of spin or bias that is not entirely truthful. The BBB monitors local advertising but the ultimate responsibility rests with the consumer to verify that the claims made in an ad are factual. After verifying those claims, they can feel that they are making a prudent buying decision.

Our local newspaper, The Indianapolis Star, had a program they initiated called "The Deal Chicken". Apparently, all the good names must have been taken. Anyway, they ran an ad from a local Carpet Cleaner for 58%. The premise was that the consumer would "prepay" for these specials, and the specials were limited so they better hurry. By the way, the program is defunct and the Carpet Cleaner is out of business.

We wonder how many consumers took "advantage" of this and other specials from many types of services and retail outlets before this program went defunct? We would presume that many of the consumers were less than satisfied. The point being in all of this, is don't offer more of a discount or special that would prevent you from doing a good job. Not all consumers are looking for a "deal"; but, what they are looking for is a carpet cleaning company that provides a good service at a fair price.

At the Bane-Clene® Institute, we cover these and other important topics. We also have a wealth of information available on line in the "For Professionals" section at www.baneclene.com.

Related information on the Bane-Clene web site:

• Advertising the Bane-Clene Way
• Bait and Switch in the Carpet Cleaning Industry
• Customer Service
• How to Price Your Carpet Cleaning Services
• There Is No Substitute for Service

Thank you for reading Bane’s Blog^®.

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

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

The Bane-Clene^® Team.

The Cost of Doing Business

Every good business person strives to control their costs. But sometimes, we look in the wrong places to save money. One example of that is using ineffective chemicals because they cost less.

Buying an ineffective and inexpensive product has a direct and negative result. If you have to use more of it, is it really costing you less? At Bane-Clene®, we formulate our chemicals with a basic premise, lowest cost use solution. Which, simply put, means you can use less and get the job done and save money.

Another possible effect of using cheaper products is potential harm to the customers environment and the cleaners themselves and finally to your equipment. Gritty material or fillers added to powders will erode pumps, fittings, valves, etc. Potentially toxic additives to spotters and pre-sprays may cause eye, nose and throat irritation.

Also, the finished job will not look as good when cheap chemicals are used. After drying (which could take longer with these chemicals), the surface of the carpet may be hard or crusty and the appearance dull. This alone will result in losing customers. Often times, people do not complain, they just go somewhere else for service next time.

Owners of a Bane-Clene® System can clean everyday for less than $10.00. This figure is for basic cleaning chemicals, traffic lane spotters, etc. It, of course, does not include Plus Sales products such as Sta-Clene®, Bane-Guard ™ and deodorizing products. These are sold for an additional charge to the customer, while providing a benefit to them or solving a problem that exists.

At the Bane-Clene® Institute, we cover these and other important topics. We also have a wealth of information available on line in the "For Professionals" section at www.baneclene.com.

Related information on the Bane-Clene web site:

• How to Price Your Carpet Cleaning Services
• Make More Money with Carpet and Upholstery Protectors!

Thank you for reading Bane’s Blog^®.

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

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

The Bane-Clene^® Team.

Plus Sales

Many in our trade refer to these sales as "add-ons". Previously, a Bane's Blog® dealt with the subject of "What Makes Your Company Reputable?".

Plus Sales are an important source of additional revenue for a service company. However, many less than reputable companies rely on them because they "low-balled" the customer to gain a cleaning job. Without add-ons, a job is not profitable for them. So, they must incorporate "high pressure" tactics to make money on any job.

Reputable firms have a responsibility to supervise technicians and to make sure overly aggressive tactics are not used to gain extra sales. Most consumers look upon a well trained technician with the same respect they afford other professionals. Therefore, they look to them for advice and suggestions.

Once again, Plus Sales are an important aspect of profitability for a service company. Learning to sell to those that have a need and can afford the extras is as necessary as learning the fundamentals of good cleaning. The sophisticated service company judges its sales success on more than revenue produced by a crew. Customer satisfaction and loyalty are the most important.

Consumers appreciate hearing about additional services and products that are available to them. They do not appreciate being subjected to high pressure tactics. Approach your customers professionally and ethically about Plus Sales and selling them will be easy.

At the Bane-Clene® Institute, we cover these and other important topics. We also have a wealth of information available on line in the "For Professionals" section at www.baneclene.com.

Related information on the Bane-Clene web site:

• Bane-Clene Certification Training Program for Carpet Cleaning Technicians
• How to Price Your Carpet Cleaning Services
• Make More Money with Carpet and Upholstery Protectors!
• Sell The Sizzle
• Selling Aftermarket Carpet Protectors

Thank you for reading Bane’s Blog^®.

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

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

The Bane-Clene^® Team.