NO EXCUSES

We have all done it. In an apparent attempt to “dodge the bullet” we offer some excuse. The truck broke down. Doesn’t say much for your vehicles. The equipment broke down. First thought by the customer, they are not going to get my carpet “really” clean. The technician was new on the job and was running late. Now your customer thinks someone inexperienced is going to be cleaning at their home or office. Immediately their expectations are of lesser quality service. The office staff had your service slotted in at a different time. As standard procedure, contact should be made with the customer the night before service confirming time slot and address. Whatever the reason or problem is customers do not want to hear excuses. They have their own issues and problems don’t add to them. First order of business is an apology. No matter if the problem was caused by you, your company, an outside source, traffic, the bogeyman, etc. Whoever is responding to the customer should be adept at handling this type of issue. Their responses to the customer should remain positive and reassuring. If necessary or warranted, an offer should be made for a discount or perhaps the free application of carpet protector. It is important to salvage the situation or you may never have the opportunity to work for that customer again. 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. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

RULES AND PARTICULARS OF THE CLEANING BUSINESS

Nothing happens until you make a sale. Fine tune your advertising program and get out of the office to make cold calls or visit existing customers. Satisfy the customer and you shall have them “selling” for you. There is no better emissary than a third party who recommends you to their friends, relatives and business associates. Sometimes we get “blinders” on because we are working towards a goal. Listen to employees and customers. You will learn from them what is happening, although it may not be what you want to hear. You must resolve complaints as soon as possible. The most loyal of all customers are those who have had a problem quickly and efficiently resolved. Conversely an unresolved issue can tarnish or ruin the relationship you have with a customer. Act quickly. Don’t be afraid of change. It is inevitable. Changes may occur at any moment. We all need to be aware of those changes that affect our businesses. Be alert and diligent. However, don’t change just for the sake of change. Weigh all the possibilities and alternatives before you act. Sometimes doing nothing is the best course of action. Every company has rules and most of them have come about because of something that has happened. Many times people can’t remember why a particular rule was initiated. They just do it because it has always been done that way. You should be cognizant of the concept that rules need to be reviewed periodically and changed or updated if necessary to meet prevailing or new circumstances. The worst scenario is when a rule is circumvented because someone thinks it is not important. Unfortunately, finding out the hard way that a broken rule can be very costly. In fact, the most important rule is not to break a rule. Related Articles and Information: ABCs of Advertising Advertising - the Essential Element 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. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

Good Service

To no one’s surprise, good service has become an oxymoron. Certainly the pandemic attributed to thousands of businesses failing; however, every year many fail as a direct result of bad service. The finest chef in the world can’t ensure success of a restaurant if the servers are inattentive and unpleasant. Customers expect the food to be good. The winners are those who are giving the customer what they expect, good food plus qualified and cheerful service. Bad service from the wait staff will undermine good food. Department stores at one time were the very essence of good service. Today with their central check-out points and lack of staff, they are barely better than a big-box discount store. Meanwhile, specialty shops giving personal attention continue to thrive. Then we have the epitome of bad service; the bureaucratic government has continued to get worse. With the advent of automated phone answering systems and then having to navigate menus by pushing multiple prompts sometimes leaves the caller in an endless loop or so exasperated they just hang up. Utility companies, banks, insurance companies and other large firms have “joined” this way to make customer contact difficult. Customer Service Representatives are “hiding” behind voice mail and just trying to talk to someone has become a quest. Consider yourself lucky if they return your call after just one message. Carpet, furniture and hard floor cleaning service providers need to constantly be dutiful to the ways in which to better serve their customers. Certainly the actual act of cleaning is a big part of the equation. However, other parts include answering your phone promptly and efficiently, providing the proper information and answers to customers’ questions and most importantly showing up when promised. All these parts of Good Service will add up to success and more profitability for your company. Related Articles and Information: Complaints Customer Service in the Carpet Cleaning Industry Phone Courtesy Telephone Etiquette in the Carpet Cleaning Business There Is No Substitute for Service 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. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner

The Five Steps To Maintaining Trucks and Equipment

Inspection Look at rolling stock and all cleaning equipment on a regular schedule. Frayed hoses, belts and other worn parts will shut down your operation when least expected. Vehicles and equipment should be inspected for overall cleanliness and appearance. Preventative maintenance Follow maintenance manuals to the letter. Oil and filter changes will extend the life expectancy of vehicles. Cleaning equipment, although needing little maintenance, should be treated the same way. Training Technicians should be trained to check engine oil and other fluid levels, maintain mileage logs and equipment hour meter readings. They should be taught to report malfunctions of either truck or equipment. Scheduling Maintenance It is important that time be allocated for routine vehicle and equipment maintenance. If possible, find a vendor that will work at night or when you have no cleaning work scheduled. Record Keeping A complete book of records on all rolling stock and cleaning equipment is valuable. It will help you determine when it is time for scheduled maintenance. Also it can serve as a guide to determine the economic feasibility of whether to replace rather than repair. Related Articles and Information: Bane-Clene Carpet Cleaning Equipment Guide Overview Bane-Clene® Carpet Cleaning Equipment Maintenance Videos Maintenance DVDs for Bane-Clene BELT-DRIVE Carpet Cleaning Machines Maintenance DVDs for Bane-Clene 3-D DIRECT DRIVE Carpet Cleaning Extraction Machines Owners Manual for Bane-Clene® Portable & Truck-Mount Carpet Cleaning Equipment Truckmount Cleaning Equipment Troubleshooting What Is The Real Cost of Professional Carpet Cleaning Equipment? Winterizing Bane-Clene Carpet Cleaning Equipment 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. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner