TALK IS CHEAP

We are all inundated with people’s opinions and free advice. It seems as though everyone is an expert and wishes to share experiences on a variety of topics. The problem in accepting advice is that you may not know if it is good or bad until it is no longer needed. Advice is everywhere, especially in this age of instant communication. While some of the information may be of value, the difficulty is in ascertaining what is and what is not worthwhile and therefore valid. Is the advice you are getting from someone who is in your particular field of endeavor? Is it from someone who once was but is no longer in your field of endeavor? If so, maybe the only advice they should give is on what not to do? Accepting casual advice from someone on how to run your business could be devastating. Once again, you want to try to ascertain its validity to your situation and or business. If you think talk is cheap, consider the cost of maintaining the U.S. Congress. Building Your Own Carpet Cleaning Business Customer Service in Carpet Cleaning Businesses Tips for Increasing Your Carpet Cleaning Business Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. “A to Z” Alphabetical Index to the Bane-Clene Web Site

Photos from Bane-Clene® Customers Showing How Well Our Products Clean Carpets, Rugs and Upholstery

Photo Gallery of Cleaning Jobs by Bane-Clene® Customers    Above is just a sample of several dozen photos submitted by Bane-Clene customers and posted to our Photo Gallery with attribution to them. These photos show their excellent results using Bane-Clene detergents and equipment to clean very dirty carpets, rugs and upholstery. Additionally, customers have sent us photos of before/after jobs restoring wood floors, ceramic tile floors and polishing dull marble floors. If you are a Bane-Clene customer and have some great similar photos of your jobs using Bane-Clene products, we would be glad to include them in our Photo Gallery. Just email them to us at baneclene@gmail.com with information on the job and what products you used. If we use them, we will, of course, attribute them to you. Related Information and Articles: ABCs of Advertising Advertising - the Essential Element Advertising the Bane-Clene Way Bane-Clene Carpet Cleaning Detergents Building Your Own Carpet Cleaning Business Care and Cleaning of Wool Rugs, Oriental Carpets, Area Rugs, Partitions and Tapestries Ceramic and Porcelain Tile and Grout Cleaning and Maintaining Commercial Carpets Competitive Edge Marble Photo Gallery - photos of jobs by many Bane-Clene customers. Upholstery Cleaning for the Professional Why Choose Bane-Clene Carpet Cleaning Equipment? Wood Fresh Water-Based Wood Preservation System Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. “A to Z” Alphabetical Index to the Bane-Clene Web Site Bane-Clene Home Page Copyright: Bane-Clene® Corp. Author: Donald W. Terry, Sr. - Bane-Clene’s Chemist Date Modified: August 26, 2020 Date Published: August 26, 2020

DIVERSIFICATION    A well capitalized business may be able to diversify to expand its markets and enhance profits, but a marginal operation would probably lose ground or even flounder. Success in doing something well is the basis for profit. Diversified activities will dilute the attention of a company that is not doing well and therefore may result in less profits. So is diversification a good idea and can it be achieved in these unprecedented times we are experiencing? Any thoughts of diversification should be well planned and logical. Presuming they are not already being offered, then Carpet Cleaning Companies can add upholstery cleaning, mattress cleaning, office cubicle partition cleaning, simple water removal from dishwasher or washing machine leaks, etc. These can be offered with little or no additional capital expense for equipment. Certainly offering plus sale services such as carpet protectors and deodorizers is a no-brainer. Is the business weighted toward either residential or commercial cleaning? Then explore increasing the other potential revenue stream. Cleaning of area rugs and oriental rugs is another potential avenue for profit. These potentially being extremely expensive and or delicate would require gaining the proper knowledge and training. On location when possible is the simplest approach or at the Company’s facility would obviously require the necessary facility. Cleaning hard surface, natural stone and wood & laminate floors are certainly potential profit makers but will require capital expenditures for equipment and the proper training at accredited training schools. In the final analysis, the owner of a Carpet Cleaning Company has to ask themselves these six basic questions: Who will buy these added services? What will it cost the Company to add them? Will the Company have time to properly take care of the new services? What will be the source(s) of supplies and training? Why should we do this? Will the Company make a profit? The answers to these six questions will tell the owner if diversification is a good idea. Some of our customers have successfully added extra services such as: Aircraft Cleaning Anti-Viral / Anti-Covid Cleaning and Sanitation Concrete Cleaning Crime Scene and Suicide Remediation Gutter Cleaning Honing and Polishing Marble and Limestone Floors to Remove Scratches and Wear Patterns Move in / Move out Cleanups Pressure Washing of Driveways, Walkways, Patios, Brick Walls, etc. Roof Cleaning VCT Strip & Wax Window Cleaning Wood Fences and Wood Decks Cleaning and Restoration Additional Articles and Information: Add-On - Plus Sales Anti-Allergen Cleaning Area and Oriental Rug Cleaning Carpet Bleach Repair Commercial Carpets like Hotels, Restaurants, Office Buildings, Schools, Factories Dry Cleaning Drapery How to Make More Money with Scotchgard or Teflon Leather Cleaning & Protection Mattress Cleaning and Treatment for Dust Mites Motor Homes Cleaning Pet Urine Odor and Stain Removal Selling Carpet Protectors Stone floors and countertops such as marble, granite, limestone, sandstone and grout. Upholstery cleaning and protection Wood and laminate floor refinishing Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. “A to Z” Alphabetical Index to the Bane-Clene Web Site Bane-Clene Home Page Copyright: Bane-Clene® Corp. Author: Wm. F. Bane, Jr. Date Modified: August 21, 2020 Date Published: August 21, 2020

What is the Difference between Cleaning, Sanitizing and Disinfecting?

Is There a Difference between Cleaning, Sanitizing and Disinfecting?    In this era of hyper-concern over Covid-19 Coronavirus, does it really matter whether a carpet, rug, sofa, floor or countertop is cleaned, sanitized or disinfected? In this age of concern and worry over becoming very ill or even dying from Coronavirus, there is a lot of confusion and misinformation for these terms. As professional cleaners, it is important that we not only correctly clean and sanitize but that we also use the correct terms when talking to our customers. Disinfection, sanitization and sterilization are all processes of decontamination but they differ in application and effect. When you talk or read about cleaning—especially tackling a deep clean—the words sanitize and disinfect get tossed around a lot. In casual uses, they’re often even used interchangeably, though there is a big difference between sanitizing and disinfecting. Knowing the distinction between the two can affect the cleaning products you choose and how you use them—and it can mean getting a better, deeper clean where you need it most. Cleaning removes germs, dirt, and impurities from surfaces or objects. Cleaning works by using soap (or detergent) and water to physically remove germs from surfaces. This process does not necessarily kill germs, but by removing them, it lowers their numbers and the risk of spreading infection. Disinfecting kills germs on surfaces or objects. Disinfecting works by using chemicals to kill germs on surfaces or objects. This process does not necessarily clean dirty surfaces or remove germs, but by killing germs on a surface after cleaning, it can further lower the risk of spreading infection. Sanitizing lowers the number of germs on surfaces or objects to a safe level, as judged by public health standards or requirements. This process works by either cleaning or disinfecting surfaces or objects to lower the risk of spreading infection. A cleaner simply aids in removing soils from a surface. Although cleaning does remove germs from surfaces - it doesn’t kill them. SARS-CoV-2 is a type of enveloped virus. This just means it has an outside protective layer around its genetic material. The outside layer is made of fat molecules and is one of the possible targets for destroying the virus. Surfactants in carpet cleaning detergents attack the coronavirus much like they emulsify oil in the water. One side of the surfactant molecule (the hydrophobic part that’s attracted to fat and repelled by water) wedges its way into the virus’ fat and protein protective shell and the other part (the water-loving hydrophilic part) sticks out in the detergent solution. This action breaks down the virus’ protective layer and makes it soluble in water, and it disintegrates. The harmless ripped apart pieces of the virus are then extracted from the carpet or rug into your recovery tank along with all the soil in the carpet or rug. To effectively sanitize or disinfect an area, you have to remove the dirt and debris from a surface first. That means cleaning first, THEN sanitizing or disinfecting. Per the CDC (Centers for Disease Control and Prevention), cleaning, sanitizing and disinfecting all have different definitions: Sanitizer: Reduces the number of bacteria. A sanitizer lowers the number of bacteria on surfaces to levels that are considered safe by public health organizations. These products tend to be faster and safer than disinfectants, but disinfectants usually have broader kill claims. In the United States, sanitizers are agents that destroy 99.999 percent of bacteria in 30 seconds during the Official Detergent Sanitizer Test (a public health test). A good way to understand the logic behind this test is to think of a bartender washing glasses. He'll have to kill as many germs as possible in a short time to be able to put the glasses away quickly. Disinfectant: Kills fungi and bacteria; and deactivates viruses. Virucide: Deactivates viruses. (NOTE: You can’t “kill” viruses because they are by definition “alive”!) A virucide destroys or irreversibly inactivates viruses. Sterilant: Eliminates all fungi, bacteria, viruses and spores. A sterilant is used to destroy or eliminate all forms of microbial life such as fungi, viruses, all forms of bacteria and their spores. Sterilization is mostly used in health care centers on medical instruments, such as surgical tools. Such tools have to be sterilized since they are used on different patients. Thus, sterilization prevents the transfer of diseases, bacteria, or viruses from one patient to another. Sterilization completely kills the bacteria and prevents their growth and reproduction. Sterilization describes a process that destroys or eliminates all forms of microbial life and is carried out in health-care facilities by physical or chemical methods. Steam under pressure, dry heat, EtO gas, hydrogen peroxide gas plasma, and liquid chemicals are the principal sterilizing agents used in health-care facilities. Alcohol – It works by destroying the proteins on the bacteria, viruses, and fungus. It means that it completely kills them, but alcohol does not stop the growth of bacteria or their reproduction present on the surface. Note, alcohol is only active if its concentration level is 70% and above. Bleaching agents – They are harsh to the microorganisms since they are made from chlorine. A maximum precaution should be taken when using bleach-containing products. HOW LONG CAN CORONAVIRUS SURVIVE ON CARPET? Viruses such as COVID-19 can also remain infectious for about twice as long on non-porous surfaces than porous surfaces. Because carpets and upholstery are considered porous surfaces — just like clothing, wood and similar materials — they’re less hospitable to COVID-19 than non-porous ones. The CDC in their article “Cleaning and Disinfecting Your Facility” (updated April 28, 2020): “For soft surfaces such as carpeted floor, rugs, and drapes - Clean the surface using soap and water or with cleaners appropriate for use on these surfaces. Launder items (if possible) according to the manufacturer’s instructions. Use the warmest appropriate water setting and dry items completely. OR Disinfect with an EPA-registered household disinfectant. These disinfectants meet EPA’s criteria for use against COVID-19. Vacuum as usual.” According to the CDC, “products with label claims against human coronaviruses should be used according to label instructions.” This would include Sporicidin Brand Disinfectant Solution and Mediclean Germicidal Cleaner Concentrate QGC . Sporicidin Brand Disinfectant Solution is a EPA registered intermediate level disinfectant with a broad spectrum kill which cleans, disinfects, deodorizes. Provides 100% kill of pathogenic vegetative organisms, including MRSA, VRE and Avian Influenza A Virus (H9N2 and H1N1). Continuous residual activity up to 6 months. Compatible with plastics, wood, glass and metals, alcohol-free Sporicidin Disinfectant is non-staining, non-abrasive and non-corrosive. FDA registered; OSHA compliant. With ratings in the lowest EPA toxicity category, Sporicidin has the most neutral pH of any phenolic based disinfectant. Our web page on MediClean Germicidal Cleaner Concentrate states “While this new strain of Coronavirus (COVID-19) has not been tested against any disinfectants as of the time of this statement, Mediclean Germicidal Cleaner Concentrate has been shown effective against similar classes of viruses - the Human Coronavirus, Adenovirus, and the SARS Associated Coronavirus. It is an EPA registered (no. 70385-6) hospital-grade, disinfectant cleaner concentrate for use on many different types of surfaces per its label.” MediClean Germicidal Cleaner Concentrate QGC is listed on EPA’s “List N: Disinfectants for Use Against SARS-CoV-2” list of EPA registered disinfectants that may be used against coronavirus. Related Products: Clean Hands Hygienic Spray Sanitizer MediClean Disinfectant Spray Mediclean Germicidal Cleaner Concentrate QGC Lemon Sporicidin Brand Disinfectant Solution Steri-Fab® Disinfectant, Insecticide, Deodorizer, Mildewcide NOTE: In some states, you must be licensed to apply bactericides, sanitizers, etc. Related Information and Articles: Bactericides / Anti-Microbials Coronavirus - Are Sporicidin® Brand Disinfectant Solution and MediClean Germicidal Cleaner Concentrate Effective? EPA: Interim Recommendations for U.S. Households with Suspected or Confirmed Coronavirus Disease 2019 Government Response to Coronavirus, COVID-19 Harvard Coronavirus Resource Center EPA List of Disinfectants for Use Against SARS-CoV-2 SBA: Coronavirus (COVID-19): Small Business Guidance & Loan Resources The Latest Coronavirus Information from CDC and FEMA The Latest Coronavirus Information from NIH (National Institutes of Health) World Health Organization (WHO) Q&A on Coronaviruses (COVID-19) Links to Coronavirus Related Videos: COVID-19 Animation: What Happens If You Get Coronavirus? - YouTube Video Symptoms of Coronavirus Disease 2019 by the CDC - YouTube Video Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. “A to Z” Alphabetical Index to the Bane-Clene Web Site Bane-Clene Home Page Copyright: Bane-Clene® Corp. Author: Donald W. Terry, Sr. - Bane-Clene’s Chemist Date Modified: August 19, 2020 Date Published: August 19, 2020

TWO WINNERS

The real test of a salesperson’s ability is to sell to a prospect that does not agree with you. It’s easy to sell to someone who agrees with you, but what if their mind is made up in another direction? Changing their minds can be done but it is not an easy task. Sometimes you can say one or two things and get the prospect to see your point of view. The first step is to pick an appropriate time to start interjecting your ideas into the conversation. If your prospect is excited or agitated about something you said or a previous experience, interrupting them and interjecting your opinion may only make the situation worse. If a prospect is expressing concerns or their opinions, let them finish. Once they are finished, then continue the conversation. However, you want to avoid giving the impression you are forcing your opinion or ideas upon them. It is always good whenever possible to acknowledge their point of view by agreeing with them, if you do. This shows them you appreciate their point of view. Now comes the delicate part, there may be some of their points you don’t agree with. Even if you are right and they are wrong, never put yourself in a position of rejecting their point of views. You have to get them to want to change their minds and see your point of view. The goal of any sales presentation is not to have a winner or a loser but have two winners. Related Information and Articles: How to Sell Carpet Protectors Sell The Sizzle Selling Maintenance Programs Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. “A to Z” Alphabetical Index to the Bane-Clene Web Site Bane-Clene Home Page

There Are Many Myths and Untruths in the Professional Carpet Cleaning Business

Professional Carpet Cleaning Myths Myths in Professional Carpet Cleaning As the chemist for Bane-Clene®, I surf the internet reviewing carpet cleaning articles and find large numbers of myths and errors. Here are just a few: Professional carpet cleaning is too expensive. Yes, the customer can clean your carpet themselves with a rental or even buy a little machine. But, as so often happens, the customer ends up overwetting the carpet. We even had one homeowner call who had rented a machine from a drug store, but could not understand why the carpet was soaked and none of the dirt and stains had been removed. Upon questioning the homeowner, we discovered that the vacuum wasn’t working - the machine was putting out plenty of cleaning solution and leaving it! The maintenance brochure published by the world’s largest carpet manufacturer, Shaw Industries, recommends professional carpet cleaning over “Do-It-Yourself” because of the potential problems that can occur from using rental equipment - such as yellowing, overwetting, fiber tip damage, severe resoiling, overuse of detergents, etc. Most rental units available do not adequately clean and may actually damage the carpet It doesn’t matter what method is used to clean carpets. The only method recommended by the Carpet and Rug Institute and most carpet manufacturers is hot water extraction.! The choice of the best carpet cleaning method is extremely important. Some systems leave residues which promote re-soiling and defeat the whole purpose of cleaning. Some methods actually damage the carpet fibers and shorten the life of the carpet. Check with the carpet manufacturer for recommendations. Bane-Clene’s web site has an article titled “Comparison of Carpet Cleaning Methods” that covers this question more thoroughly. The best time to clean or vacuum a carpet is when it starts to look dirty. By then, stains may become more difficult to remove, if not permanent, and abrasive soils my have severely worn the carpet fibers. All carpet cleaning companies clean the same way. No. Many will come in with a little portable in the trunk - hardly professional or capable of adequately cleaning carpets and rugs. Some clean with a rotary floor machine (a buffer), which will void the warranty on most carpets. The lowest price is the best price. The lowest price is usually from a “bait and switch” company and the customer ends up paying even more than expected along with terrible results! I have a carpet protector on my carpet or my new carpet repels all stains. So, spills and stains will come right up with a little water and towel. Carpet Protectors against Stains and Soil - How do they work? Do they work? Stain-resistant does not mean stain-proof. Be sure to act immediately to prevent spots and spills from causing permanent damage. “Dry Cleaning Carpet” Is Better Than Steam Cleaning. There are two types of “dry carpet cleaning” - absorbent powder and bonnet cleaning. Bonnet cleaning , also called spin pad carpet cleaning or absorbent pad carpet cleaning or carbonated carpet shampoo cleaning, is simply an adaptation of hard floor spray buffing to carpets. Even though it is not true “dry cleaning”, many people using this system call it “dry cleaning”, which is highly deceptive, because it definitely is not “dry”. Nearly all carpet and fiber manufacturers recommend against using the bonnet method on cut-pile carpet. Absorbent Powder Method of Cleaning Carpet: In this carpet cleaning method, dry absorbent compound is sprinkled over carpet or worked into the carpet with a machine or a brush. Does not deep clean the carpet fibers - just surface cleans at best because it does not fully reach the base of the carpet. This carpet cleaning method won’t remove most dried stains. Carpet protector is just a way for carpet cleaning companies to make more money off of me. Today, almost all carpets are protected at the mill during the manufacturing process. However, it is important to maintain this protection with an application of an after-market carpet protector. Soil, stains, traffic and even aggressive spot cleaning are all enemies of carpets. Fluorochemical protectors can provide excellent initial and durable soil resistance, along with outstanding oil and water repellency. Additional acid dye blockers can be formulated into some fluorochemical protectors to provide additional stain resistance for nylon carpets. Fluoropolymer protectors, such as Bane-Clene’s Bane-Guard™, Sta-Clene®, Teflon® Advanced and Scotchgard™ Protector for Carpet and Upholstery 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 spills. Repeated Professional Carpet Cleaning Makes Carpet Get Dirty Faster. Properly formulated carpet cleaning detergents will not cause resoiling. But, carpet shampoos, hand dishwash detergents and laundry detergents definitely will because they leave a sticky residue. Too frequent vacuuming of carpet is a waste of time and will wear out carpet. Vacuuming carpets frequently and thoroughly is probably the most important factor in carpet care. Dirt works its way down into the fibers of the carpet where it acts like sandpaper, grinding away at each tuft, leaving it limp and dull. Dirt also combines with oil residues carried through the air and eventually glues itself to the carpet. Regular vacuuming prevents both problems. Most experts agree that proper carpet care involves thorough vacuuming about once a week, with heavy traffic areas being vacuumed more often. About 80% of carpet soil is abrasive dry particulate matter and will be removed by routine vacuuming. Dry carpet fibers will not be harmed by brushing, so a good upright vacuum cleaner with a reel-type brush is suggested to move the tips of the pile so dirt can be removed. Related Articles and Information: Bait and Switch Bane-Guard™ Bonnet Cleaning Carpet Protectors against Stains and Soil - How do they work? Do they work? Comparison of Carpet Cleaning Methods Homeowner’s Guide to How to Care for Carpet Sta-Clene® Teflon® Advanced Carpet Protector VIDEO: Carpet Protectors against Stains and Soil White Powder Residue in Carpet from Powdered Cleaners/Deodorizers Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. “A to Z” Alphabetical Index to the Bane-Clene Web Site Bane-Clene Home Page Copyright: Bane-Clene® Corp. Author: Donald W. Terry, Sr. - Bane-Clene’s Chemist Date Modified: August 12, 2020 Date Published: August 12, 2020

BUY FOR LESS

How often have you had a prospect say “I can buy for less from your competitor”? At first thought, you would think that is obviously a big objection. Will it take the wind out of your sails? Your first course of action is to ask the right questions, then things may not be as bad as they seem. Here are some questions to ask: Are you sure it is for the identical product or service? What do they offer in the way of a guarantee? Could their price be a gimmick to get your business? What is their standing with the BBB? What are their credentials and memberships within their industry? By asking such questions, you will neither yield nor argue. This will also require your prospect to engage in a conversation with you and possibly answer questions they did not ask your competitor. Your prospect’s answers will allow you to hone in on the proposed differences between your company and theirs. Then you can address any or all differences by reiterating what your company has to offer and why you are better. When all the positives and advantages are weighed and your prospect picks you, they will realize that they did buy for less. Related Articles and Information: Can You Justify Your Price? Cut Your Prices for Cleaning Carpets and Other Services? My Competitor Professional Cleaners Association (PCA) Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. “A to Z” Alphabetical Index to the Bane-Clene Web Site Bane-Clene Home Page

Is Your Carpet Cleaning Business Run by a Professional or an Amateur?

Are you a professional or an amateur in your carpet cleaning business? What is the difference between a professional or an amateur in your business? I see a lot of ads and web pages for carpet cleaning companies that claim their company is composed of trained professional carpet cleaners and cleaning technicians. All of our team members are insured, trained and certified professionals”. Are they really professionals or are they pretenders? Here are three interesting quotations about professionalism that illustrate well the difference: Every professional was once an amateur.” — Alexander Pope (May 21, 1688 - May 30, 1744) is regarded as one of the greatest English poets. Stephen Covey: “The amateur salesman sells products; the professional sells solutions to needs and problems.” - Stephen R. Covey (2013). “The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change”, p.256, Simon and Shutter. “The difference between an amateur and a professional is in their habits. An amateur has amateur habits. A professional has professional habits. We can never free ourselves from habit. But we can replace bad habits with good ones.” – Steven Pressfield (an American author of historical fiction, non-fiction and screenplays). Here are two interesting definitions that may help answer illustrate the difference: “Professionalism: the conduct, aims, or qualities that characterize or mark a profession or a professional person.” - Merriam-Webster* “Professionalism most commonly means the state or practice of doing one’s job with skill, competence, ethics and courtesy.” - Dictionary.com What are some characteristics of a true professional person? A true professional is someone who takes pride in their work and is always willing to go that extra mile for their customer. Putting that little extra will show your customers that you are the best one for the job and will result in their recommending you to their friends! Professionals are reliable and they keep their promises. If they say they’ll arrive between 10 and 11 at the customer’s house, they will be there on time. Genuine professionals exhibit a professional image. Professionals look the part – they don’t arrive at the customer’s house sloppily dressed, with unkempt hair. They’re polished, and they dress appropriately for the situation. They have good phone etiquette. Professionals are ethical and honest. Professionals minimize the use of slang and avoid using inappropriate language. Professionals take pride in their work. Professionals are dependable and keep their commitments. They do what they say they will do and don’t overpromise. Professionals don’t make excuses, but focus on finding solutions. Professionals strive to become experts in their field, which sets them apart from the rest of the pack, by taking courses, attending seminars and attaining any related professional designations. Professionals understand the importance of maintaining their composure and staying calm in all situations. How your carpet cleaning company’s professional image can set it apart from your competitors in our highly competitive industry: Your cleaning vehicle should show that you are a professional carpet cleaning company: A CLEAN, well-lettered truck in someone’s driveway is not only good advertising; it is a testimonial. Be sure your rolling billboard (truck) is clean, neat and well marked! Your cleaning Truck must be clean and well lettered for customer security and peace of mind. Be sure there’s no oil leaking onto your customer’s driveway! Be sure to park your cleaning van in the driveway as close to the street as possible for two very important reasons: Your customer can see the van from his or her window and is more comfortable knowing that who is ringing the door bell is the carpet cleaner and People driving by more easily can see the name of your company, phone number, web site address and email address if they are thinking of having their carpets cleaned - It’s a rolling billboard! You can later move the van closer or even into their garage if needed. If we looked into our truck right now, would you be proud of it? Has it been washed recently? Are there remnants of last week’s lunch amid empty pop cans and last week’s mail? Could I smell your van a block away? Is your equipment clean and the truck well-stocked and orderly? A dirty, battered, foul-smelling carpet cleaning service vehicle will lose business opportunities. If your van looks as though it has been through a war, you will raise doubts about your ability to provide professional cleaning services. Your cleaning tools and accessories should look clean, professional and suitable: You bring into your customer’s home yourself, your floor tool, hoses, electric cord(s) and accessories. What does the customer see and how does he or she feel about them? Do you clean your hoses and cords as you wind bring them into your customer’s house? Dirty hoses don’t belong in your customer’s house! Do you clean your floor tool (cleaning wand) after each job? If your customer sees pet hair and carpet fibers on your cleaning tool from a previous job, she or he may throw you out - and should! No one wants someone else’s dirt, bugs and bacteria dragged into their house! If you are removing any spots or stains, one of the things that distinguishes you as a “professional” carpet cleaner from the run-of-the-mill carpet cleaner is your spotting kit. When you walk into the home carrying the Bane-Clene professional spotting kit, the customer knows that the “carpet spot and stain removal expert” has arrived to solve his or her problem that the last carpet cleaner could not fix! Are your spotting towels clean, fresh smelling or are they contaminated with “stuff” from a previous job? Do you use “furniture sliders” such as the Bane-Glides® to move furniture to avoid damaging the carpet and the furniture? Do you “tab and block” moved furniture? After cleaning the carpet and putting furniture back in place, do you place them on furniture protector tabs or foam blocks to avoid furniture stains and rust? Do you explain to the customer their purpose? Do you place upholstery on a furniture blanket before cleaning the upholstery to prevent overspray from getting on the floor? After cleaning the carpet and possibly applying protector, do you “rake” it for a more professional look using the Grandi Groom®? Do you have proper labels on all the sprayers and bottles that you bring into the home? Are the sprayers clean? Do your tools and equipment look like they’ve been in a major war? Why not touch them up to look like new again! Bane Blue Aerosol Touch Up Paint is specifically formulated for touching up scratches and nicks on Bane-Clene blue floor and hand tools and carpet cleaning equipment. On the image below, which floor tool would your customer prefer you bring into her (or his) house? The one that has the paint all worn off or the one that has been retouched with the Bane Blue Touch Up Paint to look like new? Your personal appearance and the appearance of your cleaning technicians. Look Professional, Be Professional! People judge others by outward appearance. Look at yourself in the mirror before you leave in the morning to your first cleaning job. Would the person you see instill confidence? Is your uniform clean? Blue jeans and a Harley Davidson® T-shirt might be great for rock concerts but they are not professional service attire. Do you look like a professional? Are you dressed like a professional? Are your clothes clean and free of spots and stains? How do your shoes look? If you look and act like a true professional, you will stand above your competitors. A technician who does not use personal deodorant may never be invited back into a nice home. What the prospect or customer thinks of the carpet cleaner on first impression will affect present and future business dealings. There should be no smoking not only in the customer’s home, but not even in the cleaning van - the odor will be on your clothes! Many people find someone chewing gum annoying - so don’t do it in your customer’s home. A study by AmeriPride and J.D. Powers and Associate found that 83% of people interviewed say employees in uniform are more recognizable and 58% believe uniforms enhance the perception of a company’s service or products. In a study conducted at Suffolk University’s Sawyer Business School, by margins of up to 9 to 1, companies that outfit employees in uniforms and branded corporate logo apparel report that their employee uniforms outperform internet, newspaper, TV, radio and billboard advertising as a marketing tool. Bane-Clene Institute has been teaching the importance of wearing a photo ID Badge for more than 25 years. A Bane-Clene identification badge with a current photograph of the technician promotes a feeling of security for customers (especially women) and is very professional looking. A must when dealing with security work. The ART (Authorized Registered Technician) patch and the FCTFactory Trained Technician Arm Patch on your uniform along with the photo ID badge help establish credibility and consumer confidence. Uniform patches show the customer or prospect that you are a PROFESSIONAL carpet cleaner who has been trained and certified. There is no better way to create a positive impression than by wearing a pair of shoe booties when cleaning or doing inspections or estimates. Show care for your customer’s home by slipping them on over your shoes before entering her house. Your attitude is contagious - be cheerful and positive: “Love Thy Customer!” should be a business commandment. When the consumer is asked what is most important about buying from a small business, 78% answer “excellent personal customer service.” When your female customer answers the door, take two steps back so that you appear friendlier and less threatening. Only shake hands if he or she offers. While you’re busy cleaning, your customer is watching every move you make and often has important questions if answered properly and knowledgeably may lead to increased an extra job. Customers, by an overwhelming majority, said they trust and buy from those who show they truly know the service they are selling and can talk intelligently about it. So, listening has its place but talking intelligently about our service is more important. A cheery response may take a bit of doing at first because there is much that doesn’t invite the cheerful mood. Each of us at times could do a better job of seeming cheerful even when we don’t feel that way. Look happy, seem happy, and perform happy actions. SUCCESS never fails those afraid to try. Stay cheerful and add to the joy of being alive. Show enthusiasm, have a ready smile, make eye contact and have a firm handshake. Never forget that while you’re in their home, you are “on stage.” Customer satisfaction is the number one priority. Be punctual in keeping all appointments. If you are unavoidably delayed, call your customer IMMEDIATELY. Emphasize special training and certification you have completed to maintain technologically advanced carpet fibers While crude, rude behavior may be hip in television commercials and sit-coms, the consumer seeking high quality carpet and furniture cleaning service wants clean, sweet smelling, courteous people to do the work. “Little things” make a huge difference and make you stand out: Sweep walkways or porches before or after cleaning. Clean that entry mat at no extra charge. When giving an estimate, don’t write it on a scrap of paper - use a proposal form and professionally designed brochures to help explain the benefits of our services to prospects! Education and Training: Have you kept up with technical changes? Can you explain the differences in fibers? Why is your price higher than $9.95 a room? Can you design a planned maintenance program for a large commercial account? *“Professionalism.” Merriam-Webster.com Dictionary, Merriam-Webster, https://www.merriam-webster.com/dictionary/professionalism. Accessed 3 Aug. 2020. Related Articles and Information: Four Characteristics of a Successful Carpet Cleaning Business The 15 Factors of Success Tips for Increasing Your Business Twenty Steps to Success in the Carpet Cleaning Business What makes a Carpet Cleaning Company Successful? Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. “A to Z” Alphabetical Index to the Bane-Clene Web Site Bane-Clene Home Page Copyright: Bane-Clene® Corp. Author: Donald W. Terry, Sr. - Bane-Clene’s Chemist Date Modified: August 5, 2020 Date Published: August 5, 2020